From diablo at iasi.roedu.net Sun Aug 1 13:29:05 2004 From: diablo at iasi.roedu.net (SUBREDU Manuel) Date: Sun, 01 Aug 2004 20:29:05 +0300 Subject: [rt-users] script troubles Message-ID: <410D2861.1000306@iasi.roedu.net> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, ~ I'm trying to create a scrip for RT 3.2.1 to automatically add an email ~ adress as AdminCC. I've tryied this: ~ new script: ~ Description: autoAddAdminCC ~ Condition: OnCreate ~ Action: userDefined ~ Template: Global template: Blank ~ Stage: TransactionCreate ~ Custom condition: return 1; ~ Custom act. prep.: $self->TicketObj->AddWatcher( { Type => 'AdminCC', Email => 'email at mail.ro' } ); ~ When I create a new ticket, I get this in the logs ~ Aug 1 20:22:17 ltsp RT: Could not load create a user with the email address '' to add as a watcher for ticket 1318 (/opt/rt3/lib/RT/Ticket_Overlay.pm:1514) Aug 1 20:22:17 ltsp RT: About to commit scrips for transaction6432 Aug 1 20:22:17 ltsp RT: #1318/6432 - Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Aug 1 20:22:17 ltsp RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:221) Aug 1 20:22:17 ltsp RT: #1318/6432 - Scrip 22 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Aug 1 20:22:17 ltsp RT: About to think about scrips for transaction6433 Aug 1 20:22:17 ltsp RT: sent To: diablo at iasi.roedu.net Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:269) Aug 1 20:22:17 ltsp RT: Ticket 1318 created in queue 'general' by diablo at iasi.roedu.net (/opt/rt3/lib/RT/Ticket_Overlay.pm:695) ~ Any ideeas ? -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.5 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBDShhNrNZEFCIDAcRAvarAKCXesdwbD/Cmwxdof8JdSNkR1NcvQCgh+Cl YNMETvvOYh3Kfshl+bFE884= =aEzQ -----END PGP SIGNATURE----- From nathan at iseek.com.au Sun Aug 1 18:05:47 2004 From: nathan at iseek.com.au (Nathan Tallack) Date: Mon, 2 Aug 2004 08:05:47 +1000 Subject: [rt-users] RT-3.2.1 Problem - Can not go into Configuration page. Message-ID: <9C321DBAD6B6ED48934D232D82A618CBE02C2C@exchange.office.iseek.com.au> Hi there, I just did what seemed to be a perfectly flawless upgrade from RT2 to RT3.2.1. Everything went smoothly. I used the RT2-3 conversion perl scripts to dump the RT2 database out and reimport it to RT3. I did a fresh install of RT3.2.1 onto another box, so that is where I imported it to. The fresh install went great, and everything looks perfect after the import. All my tickets and users are there. Only there is one MAJOR problem. No user, not even "root" or any other "super users" can bring up the site's configuration page http://rt3.domain.com/Admin when they click on the Configuration link on the left hand menu pane. All that happens is you get a brief pause for a few seconds, then you get the same index.html page back. :( All my perl dependencies are met. Everything installed FLAWLESSLY. Nothing is showing up in apache's error_log. There are no files created in the /opt/rt3/var/log/ directory. NOTHING!!! :( Anyone have any idea's? Thanks for your time. Nathan... From nathan at iseek.com.au Sun Aug 1 18:36:00 2004 From: nathan at iseek.com.au (Nathan Tallack) Date: Mon, 2 Aug 2004 08:36:00 +1000 Subject: [rt-users] RE: RT-3.2.1 Problem - Can not go into Configuration page. Message-ID: <9C321DBAD6B6ED48934D232D82A618CBE02C2E@exchange.office.iseek.com.au> Hi there, Ok. I figured out why it was going to the /index.html, but now I have a new problem. I had a Redirect statement in my virtualhost config so that whenever someone went to http://rt3.domain.com/ it would send them to http://rt3.domain.com/index.html, because apache was not doing it by default, even with the DirectoryIndex index.html statement there. So I remove that Redirect rule, and make the users go to http://rt3.domain.com/index.html to log in. But now when I click on the configure link, it sends me to http://rt3.domain.com/Admin/ and of course, I have that same problem where index.html is not assumed, so it does not load the page. If I type in http://rt3.domain.com/Admin/index.html it works fine. Why isn't apache looking for index.html by default for this virtualhost? I do have the DirectoryIndex index.html index.htm index.cgi index.php index.var statement elsewhere in my apache config. Here is my virtualhost config. -----snip----- ServerName rt3.iseek.com.au:5000 ServerAlias webrt.iseek.com.au:5000 DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -----/snip----- I am running apache 2.0.46 on a RedHat ES3 server. Nathan... -----Original Message----- From: Nathan Tallack Sent: Monday, 2 August 2004 8:06 AM To: 'rt-users at lists.bestpractical.com' Subject: RT-3.2.1 Problem - Can not go into Configuration page. Hi there, I just did what seemed to be a perfectly flawless upgrade from RT2 to RT3.2.1. Everything went smoothly. I used the RT2-3 conversion perl scripts to dump the RT2 database out and reimport it to RT3. I did a fresh install of RT3.2.1 onto another box, so that is where I imported it to. The fresh install went great, and everything looks perfect after the import. All my tickets and users are there. Only there is one MAJOR problem. No user, not even "root" or any other "super users" can bring up the site's configuration page http://rt3.domain.com/Admin when they click on the Configuration link on the left hand menu pane. All that happens is you get a brief pause for a few seconds, then you get the same index.html page back. :( All my perl dependencies are met. Everything installed FLAWLESSLY. Nothing is showing up in apache's error_log. There are no files created in the /opt/rt3/var/log/ directory. NOTHING!!! :( Anyone have any idea's? Thanks for your time. Nathan... From deanos at gmail.com Sun Aug 1 20:47:15 2004 From: deanos at gmail.com (Dean) Date: Mon, 2 Aug 2004 10:47:15 +1000 Subject: [rt-users] problem with rt-3.2.1 & oracle. Message-ID: <93db764304080117473e3eed5a@mail.gmail.com> Hiya Just having a prob creating the schema on a non-local oracle database. I have had this working before with a local database, so it's probably something obvious that I'm missing.. - but since moving the db onto another box it's a no go. It lookslike it's not seeing the --with-db-host, but the correct host is appearing in RT_Config. ./configure --prefix=/export/rt/rt-3.2.1 --with-db-type=Oracle --with-db-host=rtdbhost --with-db-dba=RTUSER --with-db-database=RTDB --with-db-rt-user=RTUSER --with-db-rt-pass=rtpass --with-web-user=httpd --with-web-group=httpd [configure and make install run without error] make initialize-database /usr/bin/perl //export/rt/rt-3.2.1/sbin/rt-setup-database --action init --dba rtuser --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 Oracle instance on rtdbhost as RTUSER. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect('RTDB','RTUSER',...) failed: ORA-12541: TNS:no listener (DBD ERROR: OCIServerAttach) at //export/rt/rt-3.2.1/sbin/rt-setup-database line 80 Failed to connect to dbi:Oracle:RTDB as RTUSER: ORA-12541: TNS:no listener (DBD ERROR: OCIServerAttach) at //export/rt/rt-3.2.1/sbin/rt-setup-database line 80, line 1. *** Error code 255 make: Fatal error: Command failed for target `initialize-database' Any help is greatly appreciated. -- D From wash at wananchi.com Mon Aug 2 04:36:03 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Mon, 2 Aug 2004 11:36:03 +0300 Subject: [rt-users] rt-3.2.1, Exim and transparent queues Message-ID: <20040802083603.GD29289@ns2.wananchi.com> For those using Exim (I am running 4.41 built with MySQL support), there is a very nice HOWTO about setting things up so that you do not have to create aliases for every queue that you create on RT. The HOWTO is here: http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=229052 There is only one gotcha that I got bitten with. Please change the SQL query macro to add the following: AND Disabled = '0' as in .. QUEUENAME_QUERY = \ SELECT id FROM Queues WHERE Name = '${quote_mysql:$local_part}' AND Disabled = '0' I am now figuring out how to include SpamAssassin in the whole mix. Enjoy! cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From christian at fischer3.de Mon Aug 2 10:00:47 2004 From: christian at fischer3.de (Christian Fischer) Date: Mon, 2 Aug 2004 16:00:47 +0200 Subject: [rt-users] CC-recipients not sent although properly configured! Message-ID: <002301c47899$1ca19f20$b800a8c0@keytec.local> Hello, on RT 3.0.10 (Windows) the sending of emails to CC-Recipients does not work. In my opinion everything is configured correctly, i.e.: - In the config file I have added the following lines: Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp , '^support\@xxx\.de$'); - The Scrips are configured correctly. - In the log you can read this: [Mon Aug 2 13:43:32 2004] [info]: sent To: Cc: Bcc: (C:/Program Files/OurInternet/Common/../Request Tracker/rt/lib/RT/Action/SendEmail.pm:319) i.e. the CC-Recipient is correct. - But: only the client gets the email, although the CC-Recipient is correctly shown in the email, but it is not sent to him. - This is because the CC-Recipient is correctly in the MIME-Header of the mail, but it is not sent to him. Has anyone had similar problems? Thanks in advance, Christian Fischer From henrikw at parcelhouse.com Mon Aug 2 12:13:26 2004 From: henrikw at parcelhouse.com (Henrik Wallentin) Date: Mon, 2 Aug 2004 18:13:26 +0200 Subject: [rt-users] RE: RT-3.2.1 Problem - Can not go into Configuration page. Message-ID: <006501c478ab$a716da50$1e81830a@PHHENRIKW> Hello Nathan I'm having the same problem, for your case I think what you have to do is to add the following line: RedirectMatch permanent (.*)/$ http://your.ip.address$1/index.html In your virtualhost section. I have that line and it works if it is the DocumentRoot but in my case I have to set it on a Alias and then I get the same problem as you have. If anyone out there knows how to solve this, please send me an email. Cheers, Henrik -------------- next part -------------- An HTML attachment was scrubbed... URL: From abaran1 at depaul.edu Mon Aug 2 12:48:25 2004 From: abaran1 at depaul.edu (Andy Baran) Date: Mon, 02 Aug 2004 11:48:25 -0500 Subject: [rt-users] installing RT on FreeBSD Message-ID: Everytime I attempt to install RT on FreeBSD 4.10 I get the following error after running apachectl configtest: Syntax error on line 358 of /usr/local/etc/apache/httpd.conf: Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503 /usr/local/ /usr/local/lib/perl) at (eval 3) line 3. Line 358 is: PerlModule Apache::DBI What is @INC? Do I simply need to add "/usr/local/lib/perl5/site_perl/5.8.2/Apache" to it? Also, it may be worth noting that before I did a make install for rt3 I installed apache+mod_perl-1.3.31 and mysql-server-4.0.20. Thanks in advance for any replies. ----------------------------- +Andy Baran ................................... abaran1 at depaul.edu +DePaul Computer Security Response Team.http://security.depaul.edu --------------------------- From cubic at acronis.ru Mon Aug 2 12:58:24 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Aug 2004 20:58:24 +0400 Subject: [rt-users] installing RT on FreeBSD In-Reply-To: References: Message-ID: <410E72B0.3000401@acronis.ru> INC is array of pathes where perl looks for modules. You didn't install Apache::DBI modeule. Did you run rt-test-dependencies? Andy Baran wrote: > Everytime I attempt to install RT on FreeBSD 4.10 I get the following > error after running apachectl configtest: > > Syntax error on line 358 of /usr/local/etc/apache/httpd.conf: > Can't locate Apache/DBI.pm in @INC (@INC contains: > /usr/local/lib/perl5/site_perl/5.005/i386-freebsd > /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach > /usr/libdata/perl/5.00503 /usr/local/ /usr/local/lib/perl) at (eval 3) > line 3. > > > Line 358 is: > PerlModule Apache::DBI > > What is @INC? Do I simply need to add > "/usr/local/lib/perl5/site_perl/5.8.2/Apache" to it? Also, it may be > worth noting that before I did a make install for rt3 I installed > apache+mod_perl-1.3.31 and mysql-server-4.0.20. Thanks in advance for > any replies. > > ----------------------------- > +Andy Baran ................................... abaran1 at depaul.edu > +DePaul Computer Security Response Team.http://security.depaul.edu > --------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Mon Aug 2 12:58:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Aug 2004 12:58:32 -0400 Subject: [rt-users] installing RT on FreeBSD In-Reply-To: <410E72B0.3000401@acronis.ru> References: <410E72B0.3000401@acronis.ru> Message-ID: <20040802165832.GC16804@pallas.eruditorum.org> It actually looks like Andy is using a mod_perl build against perl 5.005, not the 5.8 he's trying to run RT with. On Mon, Aug 02, 2004 at 08:58:24PM +0400, Ruslan U. Zakirov wrote: > INC is array of pathes where perl looks for modules. > You didn't install Apache::DBI modeule. > Did you run rt-test-dependencies? > > Andy Baran wrote: > >Everytime I attempt to install RT on FreeBSD 4.10 I get the following > >error after running apachectl configtest: > > > >Syntax error on line 358 of /usr/local/etc/apache/httpd.conf: > >Can't locate Apache/DBI.pm in @INC (@INC contains: > >/usr/local/lib/perl5/site_perl/5.005/i386-freebsd > >/usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach > >/usr/libdata/perl/5.00503 /usr/local/ /usr/local/lib/perl) at (eval 3) > >line 3. > > > > > >Line 358 is: > > PerlModule Apache::DBI > > > >What is @INC? Do I simply need to add > >"/usr/local/lib/perl5/site_perl/5.8.2/Apache" to it? Also, it may be > >worth noting that before I did a make install for rt3 I installed > >apache+mod_perl-1.3.31 and mysql-server-4.0.20. Thanks in advance for > >any replies. > > > >----------------------------- > >+Andy Baran ................................... abaran1 at depaul.edu > >+DePaul Computer Security Response Team.http://security.depaul.edu > >--------------------------- > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From mjoseff at yellowbrix.com Mon Aug 2 12:54:31 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Mon, 2 Aug 2004 12:54:31 -0400 (EDT) Subject: [rt-users] installing RT on FreeBSD In-Reply-To: References: Message-ID: You have to force add it. In CPAN, just type force install Apache::DBI On Mon, 2 Aug 2004, Andy Baran wrote: }Everytime I attempt to install RT on FreeBSD 4.10 I get the following }error after running apachectl configtest: } }Syntax error on line 358 of /usr/local/etc/apache/httpd.conf: }Can't locate Apache/DBI.pm in @INC (@INC contains: }/usr/local/lib/perl5/site_perl/5.005/i386-freebsd }/usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach }/usr/libdata/perl/5.00503 /usr/local/ /usr/local/lib/perl) at (eval 3) }line 3. } } }Line 358 is: } PerlModule Apache::DBI } }What is @INC? Do I simply need to add }"/usr/local/lib/perl5/site_perl/5.8.2/Apache" to it? Also, it may be }worth noting that before I did a make install for rt3 I installed }apache+mod_perl-1.3.31 and mysql-server-4.0.20. Thanks in advance for }any replies. } }----------------------------- }+Andy Baran ................................... abaran1 at depaul.edu }+DePaul Computer Security Response Team.http://security.depaul.edu }--------------------------- }_______________________________________________ }http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users } }Be sure to check out the RT wiki at http://wiki.bestpractical.com } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From cubic at acronis.ru Mon Aug 2 13:12:11 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Aug 2004 21:12:11 +0400 Subject: [rt-users] [ANNOUNCE] Cool scrips OpenDependantsOnResolve and OpenTicketOnAllMemberResolve Message-ID: <410E75EB.7010603@acronis.ru> Hello. I've updated OpenDependantsOnResolve and OpenTicketOnAllMemberResolve New features: * cover _all status_ changes not only resolved * both actions can _add informative comment_ instead of silent status changes * code is _tidy_ now * OpenTicketOnAllMemberResolve _has comments_ that will help you understand RT a little bit more You always can get it here: http://wiki.bestpractical.com/?OpenDependantsOnResolve http://wiki.bestpractical.com/?OpenTicketOnAllMemberResolve Best regards. Ruslan. From baumgart at cae.wisc.edu Mon Aug 2 13:27:02 2004 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Mon, 02 Aug 2004 12:27:02 -0500 Subject: [rt-users] RT 3.2.1 Custom field in $RT::DefaultSearchResultFormat Message-ID: <1091467622.1412.8.camel@localhost> We have several queues, each with their own custom field named "area". How can I update the $RT::DefaultSearchResultFormat to display the correct custom field for the correct queue? CF.15.{area} works wonderfully. But only for queue id 15. I am trying to do something like "CF.$QueueObj->id.{area}". But I don't think $QueueObj is defined at that point. Is there any way to do this? -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan From ray.walters at kiffanalytical.com Mon Aug 2 13:38:24 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Mon, 02 Aug 2004 10:38:24 -0700 Subject: [rt-users] RT 3.2.1 Custom field in $RT::DefaultSearchResultFormat In-Reply-To: <1091467622.1412.8.camel@localhost> References: <1091467622.1412.8.camel@localhost> Message-ID: <410E7C10.9010104@kiffanalytical.com> If all of the queues have a custom field with the same name, is there something preventing you from using a global custom field? Then, I believe, you can use CF.0.{area}. I haven't tried anything like this, it is just something that would make sense to me. Jeremy Baumgartner wrote: > We have several queues, each with their own custom field named "area". > How can I update the $RT::DefaultSearchResultFormat to display the > correct custom field for the correct queue? > > CF.15.{area} works wonderfully. But only for queue id 15. I am trying > to do something like "CF.$QueueObj->id.{area}". But I don't think > $QueueObj is defined at that point. Is there any way to do this? > From fstanley at netburner.com Mon Aug 2 15:10:58 2004 From: fstanley at netburner.com (Forrest Stanley) Date: Mon, 02 Aug 2004 11:10:58 -0800 Subject: [rt-users] Strange RT-Mailgate error Message-ID: <6.1.2.0.2.20040802105846.01f351b8@mail.netburner.com> Hello, I have been struggling with this error for about a week. I never saw this error running rt2, and started occurring when I updated our version of RT to the latest release in the past 2 weeks. Basically, RT works perfectly for about 2-3 hours after each time I restart sendmail. Then, for some reason, I start getting escalation amounts of EX_TEMPFAIL errors stemming from mailgate. Sometimes new tickets are created, usually they are delayed, and sendmail will try again after a few minutes. This error quickly expands to the point of the maillog showing EX_TEMPFAIL errors almost every second. I can fix the problem by restarting sendmail (in fact, I set up a cron job to do this until I can figure out the error). I did make a slight change to the way emails are handled via RT. This may be causing my errors, but honestly, I don't see how it could be causing an error. I had a similair hack in place in RT2, and had no problems. What I did was modify MailFrom.pm, specifially the GetCurrentUser function. I commented out the parts that allow unknown users the right to create tickets or even create a user. We use a registration system for RT, so I don't want users to be autocreated via Email. After commenting out the last half of GetCurrentUser, the function now looks like this: sub GetCurrentUser { my %args = ( Message => undef, CurrentUser => undef, AuthLevel => undef, Ticket => undef, Queue => undef, Action => undef, @_ ); # We don't need to do any external lookups my ( $Address, $Name ) = ParseSenderAddressFromHead( $args{'Message'}->head ); my $CurrentUser = RT::CurrentUser->new(); $CurrentUser->LoadByEmail($Address); unless ( $CurrentUser->Id ) { $CurrentUser->LoadByName($Address); } if ( $CurrentUser->Id ) { return ( $CurrentUser, 1 ); } ####### Code from this point down is what I added ######## unless ($CurrentUser->Id) { my $Message = "Sender's email address was not found in the user database."; require RT::Template; my $template = new RT::Template($RT::Nobody); $template->Load('AutoRejectRequest'); $Message = $template->Content || $Message; MailError( To => $ErrorsTo, Subject => "ATTN: NetBurner Support Account Required", Explanation => "$Message", MIMEObj => $entity, LogLevel => 'crit' ); return ( $args{'CurrentUser'}, 0 ); } } I am also considering the possibility that this newer version of sendmail handles spam differently than the version of sendmail I had running with rt2. I do get a lot of spam to the account, and it may be flooding the server. What really stumps me is the fact that the server will run perfectly for a few hours, then slowly degrade to nothing. If anyone has any input, it would be greatly appreciated. Forrest Stanley NetBurner Inc. fstanley at netburner.com 858-558-0293 x204 "Networking in 1 Day!" Find out how at http://www.netburner.com From fstanley at netburner.com Mon Aug 2 15:10:58 2004 From: fstanley at netburner.com (Forrest Stanley) Date: Mon, 02 Aug 2004 11:10:58 -0800 Subject: [rt-users] Strange RT-Mailgate error Message-ID: <6.1.2.0.2.20040802105846.01f351b8@mail.netburner.com> Hello, I have been struggling with this error for about a week. I never saw this error running rt2, and started occurring when I updated our version of RT to the latest release in the past 2 weeks. Basically, RT works perfectly for about 2-3 hours after each time I restart sendmail. Then, for some reason, I start getting escalation amounts of EX_TEMPFAIL errors stemming from mailgate. Sometimes new tickets are created, usually they are delayed, and sendmail will try again after a few minutes. This error quickly expands to the point of the maillog showing EX_TEMPFAIL errors almost every second. I can fix the problem by restarting sendmail (in fact, I set up a cron job to do this until I can figure out the error). I did make a slight change to the way emails are handled via RT. This may be causing my errors, but honestly, I don't see how it could be causing an error. I had a similair hack in place in RT2, and had no problems. What I did was modify MailFrom.pm, specifially the GetCurrentUser function. I commented out the parts that allow unknown users the right to create tickets or even create a user. We use a registration system for RT, so I don't want users to be autocreated via Email. After commenting out the last half of GetCurrentUser, the function now looks like this: sub GetCurrentUser { my %args = ( Message => undef, CurrentUser => undef, AuthLevel => undef, Ticket => undef, Queue => undef, Action => undef, @_ ); # We don't need to do any external lookups my ( $Address, $Name ) = ParseSenderAddressFromHead( $args{'Message'}->head ); my $CurrentUser = RT::CurrentUser->new(); $CurrentUser->LoadByEmail($Address); unless ( $CurrentUser->Id ) { $CurrentUser->LoadByName($Address); } if ( $CurrentUser->Id ) { return ( $CurrentUser, 1 ); } ####### Code from this point down is what I added ######## unless ($CurrentUser->Id) { my $Message = "Sender's email address was not found in the user database."; require RT::Template; my $template = new RT::Template($RT::Nobody); $template->Load('AutoRejectRequest'); $Message = $template->Content || $Message; MailError( To => $ErrorsTo, Subject => "ATTN: NetBurner Support Account Required", Explanation => "$Message", MIMEObj => $entity, LogLevel => 'crit' ); return ( $args{'CurrentUser'}, 0 ); } } I am also considering the possibility that this newer version of sendmail handles spam differently than the version of sendmail I had running with rt2. I do get a lot of spam to the account, and it may be flooding the server. What really stumps me is the fact that the server will run perfectly for a few hours, then slowly degrade to nothing. If anyone has any input, it would be greatly appreciated. Forrest Stanley NetBurner Inc. fstanley at netburner.com 858-558-0293 x204 "Networking in 1 Day!" Find out how at http://www.netburner.com From baumgart at cae.wisc.edu Mon Aug 2 15:05:17 2004 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Mon, 02 Aug 2004 14:05:17 -0500 Subject: [rt-users] RT 3.2.1 Custom field in $RT::DefaultSearchResultFormat In-Reply-To: <1091467622.1412.8.camel@localhost> References: <1091467622.1412.8.camel@localhost> Message-ID: <1091473517.3503.14.camel@localhost> I found a way to make it do what I was looking for. I'll submit it to rt-devel to see what they think. This doesn't allow sorting by custom field, but that's not a major issue for us. The DefaultSearchResultFormat simply has 'Area' listed in it where I want this to be. --snip-- --- Elements/TicketList.backup Mon Aug 2 13:00:43 2004 +++ Elements/TicketList Mon Aug 2 13:52:10 2004 @@ -131,6 +131,15 @@ } } $COLUMN_MAP = { + Area => { + title => 'Area', + value => sub { + my $cf = RT::CustomField->new( $session{'CurrentUser'} ); + $cf->LoadByNameAndQueue( Queue => $_[0]->QueueObj->id, Name => 'area' ); + my $values = $_[0]->CustomFieldValues('".$cf->id."'); + return ( join( ', ', map { $_->Content } @{ $values->ItemsArrayRef } )) + } + }, QueueName => { attribute => 'Queue', title => 'Queue', --snip-- On Mon, 2004-08-02 at 12:27, Jeremy Baumgartner wrote: > We have several queues, each with their own custom field named "area". > How can I update the $RT::DefaultSearchResultFormat to display the > correct custom field for the correct queue? > > CF.15.{area} works wonderfully. But only for queue id 15. I am trying > to do something like "CF.$QueueObj->id.{area}". But I don't think > $QueueObj is defined at that point. Is there any way to do this? -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan From christopher.l.hood at verizon.com Mon Aug 2 15:03:07 2004 From: christopher.l.hood at verizon.com (christopher.l.hood at verizon.com) Date: Mon, 2 Aug 2004 14:03:07 -0500 Subject: [rt-users] RE: RT-Users Digest, Vol 4, Issue 100 Message-ID: I need to send a different header when a script runs, I know how to create and send the header but the RT header of text/html gets sent first, and then mine just shows up as text on the page. How can I circumvent the default RT http header, so the browser gets mine first or solely ?? Chris Hood Investigator Verizon Global Security Operations Center Email: christopher.l.hood at verizon.com Desk: 972.399.5900 Verizon Proprietary NOTICE - This message and any attached files may contain information that is confidential and/or subject of legal privilege intended only for the use by the intended recipient. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, be advised that you have received this message in error and that any dissemination, copying or use of this message or attachment is strictly forbidden, as is the disclosure of the information therein. If you have received this message in error please notify the sender immediately and delete the message. From cubic at acronis.ru Mon Aug 2 15:23:21 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Aug 2004 23:23:21 +0400 Subject: [rt-users] RE: RT-Users Digest, Vol 4, Issue 100 In-Reply-To: References: Message-ID: <410E94A9.2080309@acronis.ru> christopher.l.hood at verizon.com wrote: > I need to send a different header when a script runs, I know how to > create and send the header but the RT header of text/html gets sent > first, and then mine just shows up as text on the page. > > How can I circumvent the default RT http header, so the browser gets > mine first or solely ?? Generic call: $r->header_out('xxx', 'value'); mod_perl has some special calls that can setup multiple headers or are just aliases for common used headers. For example: $r->content_type('text/html; charset=utf-8'); $r->no_cache(...); $r->expires(...); ... One-two weeks ago it was discussed deeply on mod_perl users list. perldoc Apache perldoc Apache::Request ... > > > > Chris Hood > Investigator Verizon Global Security Operations Center > Email: christopher.l.hood at verizon.com > Desk: 972.399.5900 > > Verizon Proprietary > > NOTICE - This message and any attached files may contain information > that is confidential and/or subject of legal privilege intended only for > the use by the intended recipient. If you are not the intended > recipient or the person responsible for delivering the message to the > intended recipient, be advised that you have received this message in > error and that any dissemination, copying or use of this message or > attachment is strictly forbidden, as is the disclosure of the > information therein. If you have received this message in error please > notify the sender immediately and delete the message. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From JoopvandeWege at mococo.nl Mon Aug 2 16:55:14 2004 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Mon, 02 Aug 2004 22:55:14 +0200 Subject: [rt-users] problem with rt-3.2.1 & oracle. Message-ID: <20040802224931.0A6A.JOOPVANDEWEGE@mococo.nl> > Just having a prob creating the schema on a non-local oracle database. > I have had this working before with a local database, so it's probably > something obvious that I'm missing.. - but since moving the db onto > another box it's a no go. It lookslike it's not seeing the > --with-db-host, but the correct host is appearing in RT_Config. > > ./configure --prefix=/export/rt/rt-3.2.1 --with-db-type=Oracle > --with-db-host=rtdbhost --with-db-dba=RTUSER --with-db-database=RTDB > --with-db-rt-user=RTUSER --with-db-rt-pass=rtpass > --with-web-user=httpd --with-web-group=httpd > > [configure and make install run without error] > > make initialize-database > /usr/bin/perl //export/rt/rt-3.2.1/sbin/rt-setup-database --action > init --dba rtuser --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 Oracle instance on rtdbhost as RTUSER. > Please specify that user's database password below. If the user has no database > password, just press return. > > Password: DBI connect('RTDB','RTUSER',...) failed: ORA-12541: TNS:no > listener (DBD ERROR: OCIServerAttach) at > //export/rt/rt-3.2.1/sbin/rt-setup-database line 80 > Failed to connect to dbi:Oracle:RTDB as RTUSER: ORA-12541: TNS:no > listener (DBD ERROR: OCIServerAttach) at > //export/rt/rt-3.2.1/sbin/rt-setup-database line 80, line 1. > *** Error code 255 > make: Fatal error: Command failed for target `initialize-database' Are you sure ORACLE_SID is set correctly and that you have an entry in your TNSNAMES.ORA pointing to your new db server? Please provide more data on what is your Oracle client, how did you install My guess is that -with-db-host isn't needed with Oracle since all the needed data is in the tnsnames.ora or whatever Oracle db resolver you use, could be Oracle Names or something else. Check that you're running your Oracle listener process on your database machine and that you instance you're referring to is running. I have both RT2 and RT3 (3.2.1) running against Oracle on different machines from the webserver so it can work but the big problem most of the time is getting your Oracle stuff sorted out. Joop . -- Joop van de Wege From MikeHamilton at clovisusd.k12.ca.us Mon Aug 2 18:09:32 2004 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Mon, 2 Aug 2004 15:09:32 -0700 Subject: [rt-users] Password Encryption Message-ID: I am considering using RT to authenticate our techs to a little Perl application that I have written. Since I would like to keep the number of passwords for them down and we do not yet have an LDAP server, I thought I would try to use RT. I am using mod_auth_mysql with Apache with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I put an MD5 sum in a test database and test that, I can use mod_auth_mysql to authenticate. When I use the password from RT however, the resulting hash is different. Am I missing something? -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Mon Aug 2 18:30:19 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Aug 2004 02:30:19 +0400 Subject: [rt-users] Password Encryption In-Reply-To: References: Message-ID: <410EC07B.8000909@acronis.ru> MikeHamilton at clovisusd.k12.ca.us wrote: > > I am considering using RT to authenticate our techs to a little Perl > application that I have written. Since I would like to keep the number > of passwords for them down and we do not yet have an LDAP server, I > thought I would try to use RT. I am using mod_auth_mysql with Apache > with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I > put an MD5 sum in a test database and test that, I can use > mod_auth_mysql to authenticate. When I use the password from RT however, > the resulting hash is different. Am I missing something? Yes, you didn't read FAQ. http://wiki.bestpractical.com/?FAQ It's Base64 encoded MD5 hash. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From MikeHamilton at clovisusd.k12.ca.us Mon Aug 2 19:03:30 2004 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Mon, 2 Aug 2004 16:03:30 -0700 Subject: [rt-users] Password Encryption In-Reply-To: <410EC07B.8000909@acronis.ru> Message-ID: So my guess then is that I won't be able to do it - am I right? "Ruslan U. Zakirov" Sent by: rt-users-bounces at lists.bestpractical.com 08/02/2004 03:30 PM To MikeHamilton at clovisusd.k12.ca.us cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Password Encryption MikeHamilton at clovisusd.k12.ca.us wrote: > > I am considering using RT to authenticate our techs to a little Perl > application that I have written. Since I would like to keep the number > of passwords for them down and we do not yet have an LDAP server, I > thought I would try to use RT. I am using mod_auth_mysql with Apache > with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I > put an MD5 sum in a test database and test that, I can use > mod_auth_mysql to authenticate. When I use the password from RT however, > the resulting hash is different. Am I missing something? Yes, you didn't read FAQ. http://wiki.bestpractical.com/?FAQ It's Base64 encoded MD5 hash. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Mon Aug 2 19:09:37 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Aug 2004 03:09:37 +0400 Subject: [rt-users] Password Encryption In-Reply-To: References: Message-ID: <410EC9B1.9050904@acronis.ru> MikeHamilton at clovisusd.k12.ca.us wrote: > > So my guess then is that I won't be able to do it - am I right? With current code as I think no. You can hack RT or auth_mod(perl part may be can be ok) that you're going to use. As I recall someone post solution that he use to solve this task. > > > *"Ruslan U. Zakirov" * > Sent by: rt-users-bounces at lists.bestpractical.com > > 08/02/2004 03:30 PM > > > To > MikeHamilton at clovisusd.k12.ca.us > cc > rt-users at lists.bestpractical.com > Subject > Re: [rt-users] Password Encryption > > > > > > > > > MikeHamilton at clovisusd.k12.ca.us wrote: > > > > I am considering using RT to authenticate our techs to a little Perl > > application that I have written. Since I would like to keep the number > > of passwords for them down and we do not yet have an LDAP server, I > > thought I would try to use RT. I am using mod_auth_mysql with Apache > > with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I > > put an MD5 sum in a test database and test that, I can use > > mod_auth_mysql to authenticate. When I use the password from RT however, > > the resulting hash is different. Am I missing something? > Yes, you didn't read FAQ. > http://wiki.bestpractical.com/?FAQ > It's Base64 encoded MD5 hash. > > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From admin at lctn.org Mon Aug 2 20:55:43 2004 From: admin at lctn.org (Raymond Norton) Date: Mon, 2 Aug 2004 19:55:43 -0500 Subject: [rt-users] this has got to be simple, but....... Message-ID: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> I installed an older version of RT on a friends Redhat 8 server because I did not want to mess with two versions of perl. I used RT version 3-0-7, with perl-5-8.0-55. My index.html page displays as text rather than a normal html page. For testing purposes I copied a standard html page to /opt/rt3/share/html, and it displays properly. What am I missing? Raymond Norton LCTN admin at lctn.org To Infinity and beyond! --Buzz Lightyear From rainer at ultra-secure.de Tue Aug 3 07:47:18 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 03 Aug 2004 13:47:18 +0200 Subject: [rt-users] installing RT on FreeBSD In-Reply-To: <20040802165832.GC16804@pallas.eruditorum.org> References: <410E72B0.3000401@acronis.ru> <20040802165832.GC16804@pallas.eruditorum.org> Message-ID: <1091533638.4389.1010.camel@linux-mobile.example.net> Am Mo, 2004-08-02 um 18.58 schrieb Jesse Vincent: > It actually looks like Andy is using a mod_perl build against perl > 5.005, not the 5.8 he's trying to run RT with. Perhaps mod_perl was installed as a package, built against the system's PERL (which is 5.00x in 4.X and 5.6.1 in 5.X). The best advice, as always with FreeBSD, is to re-install all perl-related things (that's unfortunately more than p5-*) after one has upgraded to a new perl - and because this can be tedious, it's best to install perl5.8 as one of the first things after the initial install. Learning how to use portupgrade is also recommended. Perl 5.8 is rapidly becoming a "must-have" for more and more applications anyway. For Apache:DBI, there's a port in /usr/ports/www/p5-Apache-DBI Rainer From christian at fischer3.de Tue Aug 3 07:52:14 2004 From: christian at fischer3.de (Christian Fischer) Date: Tue, 3 Aug 2004 13:52:14 +0200 Subject: [rt-users] Rt 3.0.10 Windows Version - Fetchmail not working In-Reply-To: <000b01c46e46$67597ae0$b800a8c0@keytec.local> Message-ID: <002501c47950$51faec00$b800a8c0@keytec.local> Finally I got FETCHMAIL working on the windows plattform: - What is nowhere mentioned is, that the windows installation requires CYGWIN to be installed. (Fetchmail needs a home-directory...) - Besides I had to replace the cygwin1.dll with the latest from the CYGWIN package. With this I got it working, for the directory-separators I used UNIX-style, i.e. "/". Christian From awahlfeldt at subshell.com Tue Aug 3 07:59:43 2004 From: awahlfeldt at subshell.com (Andreas Wahlfeldt) Date: Tue, 3 Aug 2004 13:59:43 +0200 Subject: [rt-users] AW: RT2 Modifying Template to include attachments in emails In-Reply-To: <20040727122457.A6E4484C136@pallas.eruditorum.org> Message-ID: <002701c47951$5d149b80$0f00000a@bernoulli> hi stefan, maybe my answer is a little late, but since there are no follow-ups to your post it might still be helpfull. we use a modified version of the attached 'NotifyWithAttachment.pm' written by Staffan Larsen(?). it's used this way: > 1. Read the README > 2. Copy the perl module to rt2/lib/RT/Action/ (since this is a ScripAction) > 3a.execute the insert database script - this adds NotifyWithAttachment to the list of known ScripActions. > 3b.or use the following sql-statement on the rt-db: insert into ScripActions values (##,'NotifyAllWatchersWithAttachment','Sends mail to all watchers with attachments','NotifyWithAttachment','All','4','2002-07-19 13:30:00',1,'2002-07-19 13:30:00'); > > Then, use this action in a scrip or your choosing. I modified the > OnCorrespond script to use this action instead of NotifyAllWatchers. > > NOTE: I found a misspelled hash key in my copy of NotifyWithAttachment.pm > Around line 54, change "Disposisiton" to "Disposition" good luck. mit freundlichen gruessen aus der margaretenstrasse in hamburg cu andreas __________________________ Andreas Wahlfeldt subshell GmbH Margaretenstra?e 43a 20357 Hamburg t +49.40. 431 362-25 f +49.40. 431 362-29 e awahlfeldt at subshell.com __________________________ Message: 4 Date: Tue, 27 Jul 2004 13:30:37 +0200 From: Stefan Seiz Subject: [rt-users] RT2 Modifying Template to include attachments in emails To: Message-ID: Content-Type: text/plain; charset="US-ASCII" Hi, this is probably a faq, but since the web-search feature to this list seems broken, it is hard for me to find it out - the RT2 docs also seem broken (redirecting to webarchive which doesn't always find a cached version). Google didn't help me either. I need to know how to modify a template in RT2 so it includes the attachments of the original request into email send with the corresdpondance template. Current Template "Default correspondence template": --- snip --- {$Transaction->Content()} --- snap --- Thanks! -- Stefan Seiz Spamto: -------------- next part -------------- A non-text attachment was scrubbed... Name: NotifyWithAttachment.tgz Type: application/x-compressed Size: 2659 bytes Desc: not available URL: From cubic at acronis.ru Tue Aug 3 08:12:45 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Aug 2004 16:12:45 +0400 Subject: [rt-users] AW: RT2 Modifying Template to include attachments in emails In-Reply-To: <002701c47951$5d149b80$0f00000a@bernoulli> References: <002701c47951$5d149b80$0f00000a@bernoulli> Message-ID: <410F813D.2090303@acronis.ru> Andreas Wahlfeldt wrote: > hi stefan, > > maybe my answer is a little late, but since there are no follow-ups to your > post it might still be helpfull. > we use a modified version of the attached 'NotifyWithAttachment.pm' written > by Staffan Larsen(?). Migrate to RT3 that has support of this feature in core. http://wiki.bestpractical.com/?Template Best regards. Ruslan. > > it's used this way: > >>1. Read the README >>2. Copy the perl module to rt2/lib/RT/Action/ (since this is a > > ScripAction) > >>3a.execute the insert database script - this adds NotifyWithAttachment to > > the list of known ScripActions. > >>3b.or use the following sql-statement on the rt-db: insert into > > ScripActions values (##,'NotifyAllWatchersWithAttachment','Sends mail to all > watchers with attachments','NotifyWithAttachment','All','4','2002-07-19 > 13:30:00',1,'2002-07-19 13:30:00'); > >>Then, use this action in a scrip or your choosing. I modified the >>OnCorrespond script to use this action instead of NotifyAllWatchers. >> >>NOTE: I found a misspelled hash key in my copy of NotifyWithAttachment.pm >>Around line 54, change "Disposisiton" to "Disposition" > > > good luck. > > mit freundlichen gruessen aus der margaretenstrasse in hamburg > > cu > andreas > > __________________________ > > Andreas Wahlfeldt > subshell GmbH > Margaretenstra?e 43a > 20357 Hamburg > > t +49.40. 431 362-25 > f +49.40. 431 362-29 > e awahlfeldt at subshell.com > __________________________ > > Message: 4 > Date: Tue, 27 Jul 2004 13:30:37 +0200 > From: Stefan Seiz > Subject: [rt-users] RT2 Modifying Template to include attachments in > emails > To: > Message-ID: > Content-Type: text/plain; charset="US-ASCII" > > Hi, > > this is probably a faq, but since the web-search feature to this list seems > broken, it is hard for me to find it out - the RT2 docs also seem broken > (redirecting to webarchive which doesn't always find a cached version). > Google didn't help me either. > > I need to know how to modify a template in RT2 so it includes the > attachments of the original request into email send with the corresdpondance > template. > > Current Template "Default correspondence template": > --- snip --- > > > {$Transaction->Content()} > --- snap --- > > Thanks! > > -- > Stefan Seiz > Spamto: >> >>------------------------------------------------------------------------ >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com From christopher.l.hood at verizon.com Tue Aug 3 10:04:56 2004 From: christopher.l.hood at verizon.com (christopher.l.hood at verizon.com) Date: Tue, 3 Aug 2004 09:04:56 -0500 Subject: [rt-users] RE: Content Type Header Message-ID: Ok below is the code that I tried and the error that it produced. It is probably due to the way that I used the code you provided for the header, however any help is greatly appreciated. I have not included the ENTIRE script here as the other part is irrelevant, and works when not associated with mason, also I did not get errors when this ran without the new $r->content_type(blah) code below, it simply didn't work and printed out the header as text. START CODE <%perl> use strict; use DBI(); use Spreadsheet::WriteExcel; use CGI qw(:standard); my $dbh; my $worksheet; my $q=new CGI; my $row; #my $type = $q->param('type'); my $type = "Spam"; # Set the filename and send the content type my $filename ="cgitest.xls"; $r->content_type('application/vnd.ms-excel'); print "Content-Disposition: attachment; filename=$filename\n"; .... END CODE START ERROR error: Error during compilation of /usr/local/rt3/local/html/cgi-bin/reporting/reports/offendersbytypeexcel .mas: Prototype mismatch: sub HTML::Mason::Commands::url ($;$) vs none at /usr/lib/perl5/5.8.3/CGI.pm line 274. context: ... code stack: /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:317 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:198 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:60 /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:265 /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:343 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:213 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:863 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:789 /usr/local/rt3/bin/webmux.pl:138 /dev/null:0 END ERROR Chris Hood Investigator Verizon Global Security Operations Center Email: christopher.l.hood at verizon.com Desk: 972.399.5900 Verizon Proprietary NOTICE - This message and any attached files may contain information that is confidential and/or subject of legal privilege intended only for the use by the intended recipient. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, be advised that you have received this message in error and that any dissemination, copying or use of this message or attachment is strictly forbidden, as is the disclosure of the information therein. If you have received this message in error please notify the sender immediately and delete the message. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Monday, August 02, 2004 6:03 PM To: rt-users at lists.bestpractical.com Subject: RT-Users Digest, Vol 5, Issue 4 Send RT-Users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of RT-Users digest..." Today's Topics: 1. Strange RT-Mailgate error (Forrest Stanley) 2. Re: RT 3.2.1 Custom field in $RT::DefaultSearchResultFormat (Jeremy Baumgartner) 3. RE: RT-Users Digest, Vol 4, Issue 100 (christopher.l.hood at verizon.com) 4. Re: RE: RT-Users Digest, Vol 4, Issue 100 (Ruslan U. Zakirov) 5. problem with rt-3.2.1 & oracle. (Joop van de Wege) 6. Password Encryption (MikeHamilton at clovisusd.k12.ca.us) 7. Re: Password Encryption (Ruslan U. Zakirov) 8. Re: Password Encryption (MikeHamilton at clovisusd.k12.ca.us) ---------------------------------------------------------------------- Message: 1 Date: Mon, 02 Aug 2004 11:10:58 -0800 From: Forrest Stanley Subject: [rt-users] Strange RT-Mailgate error To: rt-users at lists.bestpractical.com Message-ID: <6.1.2.0.2.20040802105846.01f351b8 at mail.netburner.com> Content-Type: text/plain; charset="us-ascii"; format=flowed Hello, I have been struggling with this error for about a week. I never saw this error running rt2, and started occurring when I updated our version of RT to the latest release in the past 2 weeks. Basically, RT works perfectly for about 2-3 hours after each time I restart sendmail. Then, for some reason, I start getting escalation amounts of EX_TEMPFAIL errors stemming from mailgate. Sometimes new tickets are created, usually they are delayed, and sendmail will try again after a few minutes. This error quickly expands to the point of the maillog showing EX_TEMPFAIL errors almost every second. I can fix the problem by restarting sendmail (in fact, I set up a cron job to do this until I can figure out the error). I did make a slight change to the way emails are handled via RT. This may be causing my errors, but honestly, I don't see how it could be causing an error. I had a similair hack in place in RT2, and had no problems. What I did was modify MailFrom.pm, specifially the GetCurrentUser function. I commented out the parts that allow unknown users the right to create tickets or even create a user. We use a registration system for RT, so I don't want users to be autocreated via Email. After commenting out the last half of GetCurrentUser, the function now looks like this: sub GetCurrentUser { my %args = ( Message => undef, CurrentUser => undef, AuthLevel => undef, Ticket => undef, Queue => undef, Action => undef, @_ ); # We don't need to do any external lookups my ( $Address, $Name ) = ParseSenderAddressFromHead( $args{'Message'}->head ); my $CurrentUser = RT::CurrentUser->new(); $CurrentUser->LoadByEmail($Address); unless ( $CurrentUser->Id ) { $CurrentUser->LoadByName($Address); } if ( $CurrentUser->Id ) { return ( $CurrentUser, 1 ); } ####### Code from this point down is what I added ######## unless ($CurrentUser->Id) { my $Message = "Sender's email address was not found in the user database."; require RT::Template; my $template = new RT::Template($RT::Nobody); $template->Load('AutoRejectRequest'); $Message = $template->Content || $Message; MailError( To => $ErrorsTo, Subject => "ATTN: NetBurner Support Account Required", Explanation => "$Message", MIMEObj => $entity, LogLevel => 'crit' ); return ( $args{'CurrentUser'}, 0 ); } } I am also considering the possibility that this newer version of sendmail handles spam differently than the version of sendmail I had running with rt2. I do get a lot of spam to the account, and it may be flooding the server. What really stumps me is the fact that the server will run perfectly for a few hours, then slowly degrade to nothing. If anyone has any input, it would be greatly appreciated. Forrest Stanley NetBurner Inc. fstanley at netburner.com 858-558-0293 x204 "Networking in 1 Day!" Find out how at http://www.netburner.com ------------------------------ Message: 2 Date: Mon, 02 Aug 2004 14:05:17 -0500 From: Jeremy Baumgartner Subject: Re: [rt-users] RT 3.2.1 Custom field in $RT::DefaultSearchResultFormat To: rt-users at lists.bestpractical.com Message-ID: <1091473517.3503.14.camel at localhost> Content-Type: text/plain I found a way to make it do what I was looking for. I'll submit it to rt-devel to see what they think. This doesn't allow sorting by custom field, but that's not a major issue for us. The DefaultSearchResultFormat simply has 'Area' listed in it where I want this to be. --snip-- --- Elements/TicketList.backup Mon Aug 2 13:00:43 2004 +++ Elements/TicketList Mon Aug 2 13:52:10 2004 @@ -131,6 +131,15 @@ } } $COLUMN_MAP = { + Area => { + title => 'Area', + value => sub { + my $cf = RT::CustomField->new( $session{'CurrentUser'} ); + $cf->LoadByNameAndQueue( Queue => $_[0]->QueueObj->id, Name => 'area' ); + my $values = $_[0]->CustomFieldValues('".$cf->id."'); + return ( join( ', ', map { $_->Content } @{ $values->ItemsArrayRef } )) + } + }, QueueName => { attribute => 'Queue', title => 'Queue', --snip-- On Mon, 2004-08-02 at 12:27, Jeremy Baumgartner wrote: > We have several queues, each with their own custom field named "area". > How can I update the $RT::DefaultSearchResultFormat to display the > correct custom field for the correct queue? > > CF.15.{area} works wonderfully. But only for queue id 15. I am trying > to do something like "CF.$QueueObj->id.{area}". But I don't think > $QueueObj is defined at that point. Is there any way to do this? -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan ------------------------------ Message: 3 Date: Mon, 2 Aug 2004 14:03:07 -0500 From: christopher.l.hood at verizon.com Subject: [rt-users] RE: RT-Users Digest, Vol 4, Issue 100 To: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii I need to send a different header when a script runs, I know how to create and send the header but the RT header of text/html gets sent first, and then mine just shows up as text on the page. How can I circumvent the default RT http header, so the browser gets mine first or solely ?? Chris Hood Investigator Verizon Global Security Operations Center Email: christopher.l.hood at verizon.com Desk: 972.399.5900 Verizon Proprietary NOTICE - This message and any attached files may contain information that is confidential and/or subject of legal privilege intended only for the use by the intended recipient. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, be advised that you have received this message in error and that any dissemination, copying or use of this message or attachment is strictly forbidden, as is the disclosure of the information therein. If you have received this message in error please notify the sender immediately and delete the message. ------------------------------ Message: 4 Date: Mon, 02 Aug 2004 23:23:21 +0400 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RE: RT-Users Digest, Vol 4, Issue 100 To: christopher.l.hood at verizon.com Cc: rt-users at lists.bestpractical.com Message-ID: <410E94A9.2080309 at acronis.ru> Content-Type: text/plain; charset=us-ascii; format=flowed christopher.l.hood at verizon.com wrote: > I need to send a different header when a script runs, I know how to > create and send the header but the RT header of text/html gets sent > first, and then mine just shows up as text on the page. > > How can I circumvent the default RT http header, so the browser gets > mine first or solely ?? Generic call: $r->header_out('xxx', 'value'); mod_perl has some special calls that can setup multiple headers or are just aliases for common used headers. For example: $r->content_type('text/html; charset=utf-8'); $r->no_cache(...); $r->expires(...); ... One-two weeks ago it was discussed deeply on mod_perl users list. perldoc Apache perldoc Apache::Request ... > > > > Chris Hood > Investigator Verizon Global Security Operations Center > Email: christopher.l.hood at verizon.com > Desk: 972.399.5900 > > Verizon Proprietary > > NOTICE - This message and any attached files may contain information > that is confidential and/or subject of legal privilege intended only for > the use by the intended recipient. If you are not the intended > recipient or the person responsible for delivering the message to the > intended recipient, be advised that you have received this message in > error and that any dissemination, copying or use of this message or > attachment is strictly forbidden, as is the disclosure of the > information therein. If you have received this message in error please > notify the sender immediately and delete the message. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 5 Date: Mon, 02 Aug 2004 22:55:14 +0200 From: Joop van de Wege Subject: [rt-users] problem with rt-3.2.1 & oracle. To: rt-users at lists.fsck.com Message-ID: <20040802224931.0A6A.JOOPVANDEWEGE at mococo.nl> Content-Type: text/plain; charset="US-ASCII" > Just having a prob creating the schema on a non-local oracle database. > I have had this working before with a local database, so it's probably > something obvious that I'm missing.. - but since moving the db onto > another box it's a no go. It lookslike it's not seeing the > --with-db-host, but the correct host is appearing in RT_Config. > > ./configure --prefix=/export/rt/rt-3.2.1 --with-db-type=Oracle > --with-db-host=rtdbhost --with-db-dba=RTUSER --with-db-database=RTDB > --with-db-rt-user=RTUSER --with-db-rt-pass=rtpass > --with-web-user=httpd --with-web-group=httpd > > [configure and make install run without error] > > make initialize-database > /usr/bin/perl //export/rt/rt-3.2.1/sbin/rt-setup-database --action > init --dba rtuser --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 Oracle instance on rtdbhost as RTUSER. > Please specify that user's database password below. If the user has no database > password, just press return. > > Password: DBI connect('RTDB','RTUSER',...) failed: ORA-12541: TNS:no > listener (DBD ERROR: OCIServerAttach) at > //export/rt/rt-3.2.1/sbin/rt-setup-database line 80 > Failed to connect to dbi:Oracle:RTDB as RTUSER: ORA-12541: TNS:no > listener (DBD ERROR: OCIServerAttach) at > //export/rt/rt-3.2.1/sbin/rt-setup-database line 80, line 1. > *** Error code 255 > make: Fatal error: Command failed for target `initialize-database' Are you sure ORACLE_SID is set correctly and that you have an entry in your TNSNAMES.ORA pointing to your new db server? Please provide more data on what is your Oracle client, how did you install My guess is that -with-db-host isn't needed with Oracle since all the needed data is in the tnsnames.ora or whatever Oracle db resolver you use, could be Oracle Names or something else. Check that you're running your Oracle listener process on your database machine and that you instance you're referring to is running. I have both RT2 and RT3 (3.2.1) running against Oracle on different machines from the webserver so it can work but the big problem most of the time is getting your Oracle stuff sorted out. Joop . -- Joop van de Wege ------------------------------ Message: 6 Date: Mon, 2 Aug 2004 15:09:32 -0700 From: MikeHamilton at clovisusd.k12.ca.us Subject: [rt-users] Password Encryption To: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset="us-ascii" I am considering using RT to authenticate our techs to a little Perl application that I have written. Since I would like to keep the number of passwords for them down and we do not yet have an LDAP server, I thought I would try to use RT. I am using mod_auth_mysql with Apache with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I put an MD5 sum in a test database and test that, I can use mod_auth_mysql to authenticate. When I use the password from RT however, the resulting hash is different. Am I missing something? -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20040802/e 7563aeb/attachment.htm ------------------------------ Message: 7 Date: Tue, 03 Aug 2004 02:30:19 +0400 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Password Encryption To: MikeHamilton at clovisusd.k12.ca.us Cc: rt-users at lists.bestpractical.com Message-ID: <410EC07B.8000909 at acronis.ru> Content-Type: text/plain; charset=us-ascii; format=flowed MikeHamilton at clovisusd.k12.ca.us wrote: > > I am considering using RT to authenticate our techs to a little Perl > application that I have written. Since I would like to keep the number > of passwords for them down and we do not yet have an LDAP server, I > thought I would try to use RT. I am using mod_auth_mysql with Apache > with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I > put an MD5 sum in a test database and test that, I can use > mod_auth_mysql to authenticate. When I use the password from RT however, > the resulting hash is different. Am I missing something? Yes, you didn't read FAQ. http://wiki.bestpractical.com/?FAQ It's Base64 encoded MD5 hash. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 8 Date: Mon, 2 Aug 2004 16:03:30 -0700 From: MikeHamilton at clovisusd.k12.ca.us Subject: Re: [rt-users] Password Encryption To: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset="us-ascii" So my guess then is that I won't be able to do it - am I right? "Ruslan U. Zakirov" Sent by: rt-users-bounces at lists.bestpractical.com 08/02/2004 03:30 PM To MikeHamilton at clovisusd.k12.ca.us cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Password Encryption MikeHamilton at clovisusd.k12.ca.us wrote: > > I am considering using RT to authenticate our techs to a little Perl > application that I have written. Since I would like to keep the number > of passwords for them down and we do not yet have an LDAP server, I > thought I would try to use RT. I am using mod_auth_mysql with Apache > with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I > put an MD5 sum in a test database and test that, I can use > mod_auth_mysql to authenticate. When I use the password from RT however, > the resulting hash is different. Am I missing something? Yes, you didn't read FAQ. http://wiki.bestpractical.com/?FAQ It's Base64 encoded MD5 hash. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20040802/c 5e33484/attachment.html ------------------------------ _______________________________________________ RT-Users mailing list RT-Users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 5, Issue 4 ************************************** From bert+rt at rti.com Tue Aug 3 10:14:05 2004 From: bert+rt at rti.com (Albert Dvornik) Date: 03 Aug 2004 10:14:05 -0400 Subject: [rt-users] not sending notifications to users that already received them In-Reply-To: <20040802230258.6819B84C217@pallas.eruditorum.org> Message-ID: Hi, folks. I'm putting an RT server into production to help handle our support. I would like to keep it as simple as possible to correspond with users by e-mail, without using the Web interface, and have RT do the right thing. (I'm *way* too addicted to my Emacs...) One current snag with this is the behavior of the notification scrip actions. They always send mail to all selected recipients (Requestors, Ccs, etc) for the ticket, even if the transaction was the result of sending mail to both RT and those recipients. I created a set of scrip actions based on RT::Action::Notify that strip out the mail To and Cc addresses from the list of destinations for the current mail message. Are patches welcome? =) And if so, should I send a patch against RT::Action::Notify, or a patch that adds a bunch more script actions for "Notify Non-Mailed ..."? (The former makes more sense to me, but perhaps not everyone would agree.) --bert From BrettB at hkusa.com Tue Aug 3 10:18:08 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Tue, 3 Aug 2004 09:18:08 -0500 Subject: [rt-users] not sending notifications to users that already re ceived them Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0CB6@EXCHANGE4> We do it the opposite as you. Let RT figure out who to mail to. You can have it automatically add CC people to the Ticket. So instead of replying to the long list, just reply to the RT address. > -----Original Message----- > From: Albert Dvornik [mailto:bert+rt at rti.com] > Sent: Tuesday, August 03, 2004 9:14 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] not sending notifications to users that already > received them > > > > Hi, folks. > > I'm putting an RT server into production to help handle our support. > I would like to keep it as simple as possible to correspond with users > by e-mail, without using the Web interface, and have RT do the right > thing. (I'm *way* too addicted to my Emacs...) > > One current snag with this is the behavior of the notification scrip > actions. They always send mail to all selected recipients > (Requestors, Ccs, etc) for the ticket, even if the transaction was the > result of sending mail to both RT and those recipients. > > I created a set of scrip actions based on RT::Action::Notify that > strip out the mail To and Cc addresses from the list of destinations > for the current mail message. Are patches welcome? =) And if so, > should I send a patch against RT::Action::Notify, or a patch that adds > a bunch more script actions for "Notify Non-Mailed ..."? (The former > makes more sense to me, but perhaps not everyone would agree.) > > --bert > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From cubic at acronis.ru Tue Aug 3 10:22:44 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Aug 2004 18:22:44 +0400 Subject: [rt-users] RE: Content Type Header In-Reply-To: References: Message-ID: <410F9FB4.80300@acronis.ru> Hello. Christopher, did you read anything about Mason? Comments below. christopher.l.hood at verizon.com wrote: > Ok below is the code that I tried and the error that it produced. It is > probably due to the way that I used the code you provided for the > header, however any help is greatly appreciated. > > I have not included the ENTIRE script here as the other part is > irrelevant, and works when not associated with mason, also I did not get > errors when this ran without the new $r->content_type(blah) code below, > it simply didn't work and printed out the header as text. > > START CODE > <%perl> > > > > use strict; > use DBI(); > use Spreadsheet::WriteExcel; > use CGI qw(:standard); throw it away, you have %ARGS hash. Or define <%ARGS> block. > > my $dbh; > my $worksheet; > my $q=new CGI; > my $row; > > #my $type = $q->param('type'); > my $type = "Spam"; > > # Set the filename and send the content type > my $filename ="cgitest.xls"; > $r->content_type('application/vnd.ms-excel'); > print "Content-Disposition: attachment; filename=$filename\n"; Don't even try to print headers. Mason throw header for you, use $r->header_out('field', 'value'); call. As I can see you want send XML file then may be you want to look on RTStatistics package that generates images. > > .... > > END CODE > > > START ERROR > > error: Error during compilation of > /usr/local/rt3/local/html/cgi-bin/reporting/reports/offendersbytypeexcel > .mas: > Prototype mismatch: sub HTML::Mason::Commands::url ($;$) vs none at > /usr/lib/perl5/5.8.3/CGI.pm line 274. Don't use CGI under Mason. If you want CGI then you can switch back handler to default for particular location of your host(this trick was on ML less then two weeks ago). > > context: > ... > code stack: /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:317 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:198 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:166 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:60 > /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:265 > /usr/lib/perl5/site_perl/5.8.3/Class/Container.pm:343 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm:213 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:863 > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:789 > /usr/local/rt3/bin/webmux.pl:138 > /dev/null:0 > > END ERROR > > From rtusers at memory.blank.org Tue Aug 3 10:36:55 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 3 Aug 2004 10:36:55 -0400 Subject: [rt-users] RT 3.2.1 from freebsd-ports In-Reply-To: <20040726185923.GG16804@pallas.eruditorum.org> References: <20040726160300.GB2376@computing-services.oxford.ac.uk> <20040726185205.GK11039@blank.org> <20040726185923.GG16804@pallas.eruditorum.org> Message-ID: <20040803143655.GG11039@blank.org> In the immortal words of Jesse Vincent (jesse at bestpractical.com): > > Before you do that, find the var/mason_data directory and blow THAT away > and restart apache. Hm. So last night, I did something unwise: I cvsup'ed /usr/ports and let portupgrade do everything. As it turns out, the perl port maintainers jumped the gun a bit: the current port of perl is now 5.8.5, while the mod_perl port still expects 5.8.4. Result: a very broken apache. I used portdowngrade to roll perl back to 5.8.4, solving the proximate problem, but now the searchbuilder functionality seems to have vanished from RT again: http://blank.org/memory/work/brokensearch.jpg ...and blowing away the mason_data cache doesn't restore it. All of the assorted perl modules (HTML-Tree; Searchbuilder, et al) seem to be functional and up-to-date; any notion what I need to tweak here? -n --------------------------------------------------- $Id: .quotes,v 1.15 2003/09/18 18:33:32 memory Exp $ ------------------------------------------- From henrikw at parcelhouse.com Tue Aug 3 10:53:11 2004 From: henrikw at parcelhouse.com (Henrik Wallentin) Date: Tue, 3 Aug 2004 16:53:11 +0200 Subject: [rt-users] How to install TabbedUI / RT3-elixus Message-ID: <003001c47969$98b767e0$1e81830a@PHHENRIKW> Dear all Can someone please help me on how to install the TabbedUI in an existing version of RT? I'm running RT 3.2.1 on Redhat 8 and also on Gentoo. I've downloaded the RTx-TabbedUI-0.00_01.tar.gz file but that seems to be missing the images files. Best regards, Henrik -------------- next part -------------- An HTML attachment was scrubbed... URL: From niels=rt at bakker.net Tue Aug 3 10:56:06 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 3 Aug 2004 16:56:06 +0200 Subject: [rt-users] installing RT on FreeBSD In-Reply-To: <1091533638.4389.1010.camel@linux-mobile.example.net> References: <410E72B0.3000401@acronis.ru> <20040802165832.GC16804@pallas.eruditorum.org> <1091533638.4389.1010.camel@linux-mobile.example.net> Message-ID: <20040803145606.GE74928@snowcrash.tpb.net> * rainer at ultra-secure.de (Rainer Duffner) [Tue 03 Aug 2004, 13:45 CEST]: > Perhaps mod_perl was installed as a package, built against the system's > PERL (which is 5.00x in 4.X and 5.6.1 in 5.X). FreeBSD 5.x doesn't come with perl in the base system; the current ports system has lang/perl5 (5.6.1) and lang/perl5.8 (5.8.5). So the suggestion would be to install the latter and work from there. Setting PERL_VER ^ PERL_VERSION in /etc/make.conf may be necessary too. -- Niels. -- From anner at blast.com Tue Aug 3 11:01:46 2004 From: anner at blast.com (Anne Ramey) Date: Tue, 3 Aug 2004 11:01:46 -0400 Subject: [rt-users] rt won't run/start--urgent Message-ID: <09F685E5-E55E-11D8-A2B4-000A959E1C16@blast.com> we had our box that runs our rt ticket system crash last night. It's back up now and apache and mysql are up and running as normal and perl is still there, but I get no response at all from rt. If you try and go to the web site, it has a connection failure, with nothing in the logs at all, not the access or error log. The messages log says the mail is being delivered the the queues, but it is never processes and sent out the the watchers. Please help. Anne Ramey From mjoseff at yellowbrix.com Tue Aug 3 11:54:21 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Tue, 3 Aug 2004 11:54:21 -0400 (EDT) Subject: [rt-users] rt won't run/start--urgent In-Reply-To: <09F685E5-E55E-11D8-A2B4-000A959E1C16@blast.com> References: <09F685E5-E55E-11D8-A2B4-000A959E1C16@blast.com> Message-ID: Can you telnet to port 80 of the box? On Tue, 3 Aug 2004, Anne Ramey wrote: }we had our box that runs our rt ticket system crash last night. It's back up }now and apache and mysql are up and running as normal and perl is still there, }but I get no response at all from rt. If you try and go to the web site, it }has a connection failure, with nothing in the logs at all, not the access or }error log. The messages log says the mail is being delivered the the queues, }but it is never processes and sent out the the watchers. Please help. } }Anne Ramey } }_______________________________________________ }http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users } }Be sure to check out the RT wiki at http://wiki.bestpractical.com } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From crazypheel at hotmail.com Tue Aug 3 11:54:43 2004 From: crazypheel at hotmail.com (Philip Shon) Date: Tue, 3 Aug 2004 10:54:43 -0500 Subject: [rt-users] Re: What will allow me access to the contents of the ticket Message-ID: Just to clarify. I want to print the contents of the history onto the mail message. -Phil ----- Original Message ----- From: "Philip Shon" To: Sent: Tuesday, August 03, 2004 10:53 AM Subject: What will allow me access to the contents of the ticket > I wrote an action scrip where it will send an email address located at a > custom field. And the type of response depends on a different custom field > value. > > Now I want to output the contents of a ticket onto the mail message. Where > is this located? > > -Phil > From cubic at acronis.ru Tue Aug 3 11:59:29 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Aug 2004 19:59:29 +0400 Subject: [rt-users] Re: What will allow me access to the contents of the ticket In-Reply-To: References: Message-ID: <410FB661.6080108@acronis.ru> Philip Shon wrote: > Just to clarify. I want to print the contents of the history onto the mail > message. Extend next Template code: http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > > -Phil > > ----- Original Message ----- > From: "Philip Shon" > To: > Sent: Tuesday, August 03, 2004 10:53 AM > Subject: What will allow me access to the contents of the ticket > > > >>I wrote an action scrip where it will send an email address located at a >>custom field. And the type of response depends on a different custom > > field > >>value. >> >>Now I want to output the contents of a ticket onto the mail message. > > Where > >>is this located? >> >>-Phil >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From seph at directionless.org Tue Aug 3 12:06:04 2004 From: seph at directionless.org (seph) Date: Tue, 03 Aug 2004 12:06:04 -0400 Subject: [rt-users] Re: this has got to be simple, but....... In-Reply-To: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> (Raymond Norton's message of "Mon, 2 Aug 2004 19:55:43 -0500") References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> Message-ID: > I installed an older version of RT on a friends Redhat 8 server because I > did not want to mess with two versions of perl. I used RT version 3-0-7, > with perl-5-8.0-55. That was probably a mistake. perl 5.8.0 is horribly buggy and known to cause occasional data loss/corruption. This is independent from the RT version. > My index.html page displays as text rather than a normal html page. For > testing purposes I copied a standard html page to /opt/rt3/share/html, and > it displays properly. are you seeing a text representation of html (as if your server used the wrong content type) or are you seeing unexecuted mason code? seph From crazypheel at hotmail.com Tue Aug 3 11:53:00 2004 From: crazypheel at hotmail.com (Philip Shon) Date: Tue, 3 Aug 2004 10:53:00 -0500 Subject: [rt-users] What will allow me access to the contents of the ticket Message-ID: I wrote an action scrip where it will send an email address located at a custom field. And the type of response depends on a different custom field value. Now I want to output the contents of a ticket onto the mail message. Where is this located? -Phil From m-liebman at northwestern.edu Tue Aug 3 12:14:22 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 3 Aug 2004 12:14:22 -0400 Subject: [rt-users] RE: Content Type Header In-Reply-To: References: Message-ID: <20040803161422.GA23619@SDF.LONESTAR.ORG> On Tue, Aug 03, 2004 at 09:04:56AM -0500, christopher.l.hood at verizon.com wrote: > Ok below is the code that I tried and the error that it produced. It is > probably due to the way that I used the code you provided for the > header, however any help is greatly appreciated. [snip happens] > START CODE > <%perl> > > > > use strict; > use DBI(); > use Spreadsheet::WriteExcel; > use CGI qw(:standard); I'm confused why you want to use a regular ole' CGI program essentially from within RT? This should really be in a different location/vhost. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From bobg at uic.edu Tue Aug 3 12:16:19 2004 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 03 Aug 2004 11:16:19 -0500 Subject: [rt-users] link to most recent query? Message-ID: <200408031616.i73GGKNT017062@shark.cc.uic.edu> There ought to be an easy way, I just don't see it. I have RT 3.2.0. Either I click Home->Queuename (under Quick Search) or I click Tickets and do a query, or maybe I bookmarked a query and run it. In any case, I get a list of tickets just fine. And I want to deal with multiple tickets in this list, one at a time. I click on one of the tickets, get the details, and deal with it (correspond, resolve, whatever.) At this point I'd like a single click to re-do the most recent query that gave me the above list, so that I can continue working down the list. I think what I'm asking is that once a query is made, the params of that query be part of every link, so that a "Most Recent Query" link can be made under Tickets in the left column. I suppose an alternative would be to have links to all the saved searches in the left column. Am I going about this the wrong way? bobg From bert+rt at rti.com Tue Aug 3 12:17:07 2004 From: bert+rt at rti.com (Albert Dvornik) Date: 03 Aug 2004 12:17:07 -0400 Subject: [rt-users] not sending notifications to users that already re ceived them In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0CB6@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0CB6@EXCHANGE4> Message-ID: Brett Barnhart writes: > We do it the opposite as you. > > Let RT figure out who to mail to. You can have it automatically add > CC people to the Ticket. We already do this. ;) > So instead of replying to the long list, just reply to the RT address. Sure, but then you need to train the customers to do the same, right? Otherwise everyone on the Cc list still gets two copies of each correspondence from the requestor. (There are also other reasons why I'd rather not do it that way, having to do with the way we log all incoming support mail.) --bert From admin at lctn.org Tue Aug 3 12:19:33 2004 From: admin at lctn.org (Raymond Norton) Date: Tue, 3 Aug 2004 11:19:33 -0500 Subject: [rt-users] Re: this has got to be simple, but....... References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> Message-ID: <04f201c47975$a9922bc0$8e0115ac@DELL2> > > are you seeing a text representation of html (as if your server used > the wrong content type) or are you seeing unexecuted mason code? > > seph I see a text representation of html From cerion at open-works.co.uk Tue Aug 3 12:38:28 2004 From: cerion at open-works.co.uk (Cerion Armour-Brown) Date: Tue, 3 Aug 2004 18:38:28 +0200 Subject: [rt-users] not sending notifications to users that already received them In-Reply-To: References: Message-ID: <200408031838.28050.cerion@open-works.co.uk> On Tuesday 03 August 2004 16:14, Albert Dvornik wrote: > Hi, folks. > > I'm putting an RT server into production to help handle our support. > I would like to keep it as simple as possible to correspond with users > by e-mail, without using the Web interface, and have RT do the right > thing. (I'm *way* too addicted to my Emacs...) > > One current snag with this is the behavior of the notification scrip > actions. They always send mail to all selected recipients > (Requestors, Ccs, etc) for the ticket, even if the transaction was the > result of sending mail to both RT and those recipients. > > I created a set of scrip actions based on RT::Action::Notify that > strip out the mail To and Cc addresses from the list of destinations > for the current mail message. Are patches welcome? =) And if so, > should I send a patch against RT::Action::Notify, or a patch that adds > a bunch more script actions for "Notify Non-Mailed ..."? (The former > makes more sense to me, but perhaps not everyone would agree.) > Sounds like an excellent idea! I can't wait until it makes it into RT tho - would you mind mailing me your code? Cheers, Cerion P.S. Maybe worth mailing this one rt-devel From amoore at examinetics.com Tue Aug 3 12:12:55 2004 From: amoore at examinetics.com (Andrew Moore) Date: Tue, 3 Aug 2004 11:12:55 -0500 Subject: [rt-users] combining two RT instances Message-ID: <20040803161255.GI14572@ganymede> Our organization recently took over a project from another, and we both use RT. Now, we have two RT instances running here. I'd like to combine them so that all of the old tickets from both instances appear in one RT instance. I have considered selecting from one database into the other, but am concerened about overlapping ticket numbers. I could probably get around that, but I am certain that there will be many things I'll overlook, such as ticket relationships. I'm not concerned about users, groups, templates, or scrips. Getting the tickets from one to the other would be great. I could even deal with having them all in the same queue. Is there anyone who has successfully done this and has any advice one this? I didn't see anything similar to this in the list archives, in the wiki or a general google search, but I may have overlooked something. I'll take any advice you can offer. Thanks! -Andy From jonathan at jonmasters.org Tue Aug 3 12:48:19 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Tue, 03 Aug 2004 17:48:19 +0100 Subject: [rt-users] Performance issues with RT3 (all versions) Message-ID: <410FC1D3.8040202@jonmasters.org> Hi all, For quite some time we have been running RT3 to track support issues, following my recommendation of the software. Although various configurations have been used, I am currently debugging an instance running on a Debian testing box with the specification below because the faster production machine (running Mandrake release 9) cannot be tinkered with for the moment and performace problems plague both. Performance is...well horrible. Painfully unpleasant and this is not with the 40,000 tickets quoted in RT documentation. This is with a database not exceeding about 50-100MB in size and with only a handfull of tickets in it. In other words there are almost no tickets. I have tried various different configurations based around RT3 (various versions including but not limited to 3.2.0), MySQL 4, and Apache 1 and 2 running every possible configuration of mod_perl 1,2 and FastCGI. Essentially I have tried every possible choice available. Query time is so painful that the people here are having to resort to using regular email and just have RT keep a copy for auditing. I do unfortunately not have time to delve much in to the bowls of RT (I do embedded Linux kernel hacking and am not usually a perl person) but have installed various different profiling options in Apache to at least give a feel for where this is falling over. I have debug traces of apache and various other output here and am willing to provide various additional information and test solutions if I can help to correct this issue. Clearly the testing machine is not the fastest in the world but it is an order of magnitude too slow and there is something more fundamental at fault here. It does not look like MySQL is at fault - it looks like it is SearchBuilder spewing out way too many searches or something. As I have read on your mailing list archives and on other online lists, numerous people report problems with attachments - some of these tickets have large numbers of attachments but not all, and even then even listing the queue takes nearly all day. I am not trying to rant here but there is clearly something very weird going on which I would like to help you guys to fix. You never know, it might even be possible to convince me that perl isn't such a slow scripting language after all. Cheers, Jon. --- Specification --- Linux kernel 2.6.6 (Not stock, Debian kernel release 2.6.6-1-686) running on an Intel Celeron 600MHz CPU. This test box is not the fastest machine in the world but it runs nothing else other than RT and a few general system daemons. No windowing system cruft. System has been tuned using sysctls and ulimits adjusted all in vain, IDE DMA is on, etc. etc. The production machine exhibits the same problems and is much faster. (So please assume that the base Debian is configured correctly). To the system has been added MySQL version 4.0.18 (Debian 4.0.18-5). I have also installed RT 3.2.0 as well as other versions. I have performed database OPTIMIZE, ANALYZE, etc. etc. etc. etc. etc. etc. --- dprofpp output --- Storable::nfreeze has 1 unstacked calls in outer Storable::_freeze has 1 unstacked calls in outer Exporter::import has -2 unstacked calls in outer RT::Mason::handler has -1 unstacked calls in outer CGI::delete has 1 unstacked calls in outer AutoLoader::AUTOLOAD has -3 unstacked calls in outer Storable::thaw has 1 unstacked calls in outer Exporter::Heavy::heavy_export has 2 unstacked calls in outer Total Elapsed Time = 196.2333 Seconds User+System Time = 72.21333 Seconds Exclusive Times %Time ExclSec CumulS #Calls sec/call Csec/c Name 40.4 29.24 29.418 4647 0.0063 0.0063 DBIx::SearchBuilder::Record::__ANO N__ 9.20 6.641 71.487 2297 0.0029 0.0311 HTML::Mason::Request::comp 8.09 5.844 5.844 10197 0.0006 0.0006 HTML::Mason::Request::print 6.79 4.902 4.974 52 0.0943 0.0957 RT::Transaction::BriefDescription 6.58 4.753 4.805 41 0.1159 0.1172 RT::Attachment::ContentLength 4.35 3.139 3.178 25 0.1256 0.1271 RT::Attachment::Content 3.52 2.539 2.639 25 0.1016 0.1055 Text::Quoted::extract 2.28 1.644 1.658 41 0.0401 0.0404 RT::Attachment::Headers 1.65 1.195 1.211 53 0.0226 0.0228 RT::Transactions::Next 1.64 1.186 1.182 52 0.0228 0.0227 RT::Record::CreatedAsString 1.52 1.095 1.119 25 0.0438 0.0448 RT::Transaction::IsInbound 1.37 0.986 1.011 42 0.0235 0.0241 RT::Attachments::Next 0.97 0.697 0.695 50 0.0139 0.0139 RT::Transaction::TicketObj 0.87 0.628 0.635 52 0.0121 0.0122 RT::Record::CreatorObj 0.51 0.369 0.367 20 0.0184 0.0184 DBIx::SearchBuilder::Record::AUTOL OAD From jesse at bestpractical.com Tue Aug 3 12:52:54 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Aug 2004 12:52:54 -0400 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <410FC1D3.8040202@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> Message-ID: <20040803165254.GL16804@pallas.eruditorum.org> [Please don't cross-post to rt-users and rt-devel. Most folks on rt-devel are also on RT-Users] On Tue, Aug 03, 2004 at 05:48:19PM +0100, Jon Masters wrote: > Hi all, > > For quite some time we have been running RT3 to track support issues, > following my recommendation of the software. Although various > configurations have been used, I am currently debugging an instance > running on a Debian testing box with the specification below because the > faster production machine (running Mandrake release 9) cannot be > tinkered with for the moment and performace problems plague both. So. How much RAM do you have in these machines? > Performance is...well horrible. Painfully unpleasant and this is not > with the 40,000 tickets quoted in RT documentation. This is with a > database not exceeding about 50-100MB in size and with only a handfull > of tickets in it. In other words there are almost no tickets. How slow is slow? Quoting actual numbers, rather saying "painfully unpleasant" will allow folks to better understand the magnitude of your issue. From rt at chaka.net Tue Aug 3 12:45:35 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 3 Aug 2004 12:45:35 -0400 Subject: [rt-users] not sending notifications to users that already received them In-Reply-To: <200408031838.28050.cerion@open-works.co.uk> References: <200408031838.28050.cerion@open-works.co.uk> Message-ID: <20040803164535.GI28862@chaka.net> On the srface this seems like a good idea, but there are issues to consider. What RT sends out is based on the configured templates. By not sending to some users who are already Cc'd you risk that different users see similar but probably different messages. RT 3.2 also records all out-going e-mails. By not sending to some users you will not have the positive confirmation that e-mail was sent to a particular user. -Todd On Tue, Aug 03, 2004 at 06:38:28PM +0200, Cerion Armour-Brown wrote: > On Tuesday 03 August 2004 16:14, Albert Dvornik wrote: > > Hi, folks. > > > > I'm putting an RT server into production to help handle our support. > > I would like to keep it as simple as possible to correspond with users > > by e-mail, without using the Web interface, and have RT do the right > > thing. (I'm *way* too addicted to my Emacs...) > > > > One current snag with this is the behavior of the notification scrip > > actions. They always send mail to all selected recipients > > (Requestors, Ccs, etc) for the ticket, even if the transaction was the > > result of sending mail to both RT and those recipients. > > > > I created a set of scrip actions based on RT::Action::Notify that > > strip out the mail To and Cc addresses from the list of destinations > > for the current mail message. Are patches welcome? =) And if so, > > should I send a patch against RT::Action::Notify, or a patch that adds > > a bunch more script actions for "Notify Non-Mailed ..."? (The former > > makes more sense to me, but perhaps not everyone would agree.) > > > Sounds like an excellent idea! > I can't wait until it makes it into RT tho - would you mind mailing me your > code? > Cheers, > Cerion > > P.S. Maybe worth mailing this one rt-devel > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From nate at natetech.com Tue Aug 3 13:40:48 2004 From: nate at natetech.com (Nate Duehr) Date: Tue, 3 Aug 2004 11:40:48 -0600 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <410FC1D3.8040202@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> Message-ID: <41B29DAC-E574-11D8-AAD8-003065AF7D80@natetech.com> On Aug 3, 2004, at 10:48 AM, Jon Masters wrote: > Hi all, > > For quite some time we have been running RT3 to track support issues, > following my recommendation of the software. Although various > configurations have been used, I am currently debugging an instance > running on a Debian testing box with the specification below because > the faster production machine (running Mandrake release 9) cannot be > tinkered with for the moment and performace problems plague both. An upgrade to Perl 5.8 just hit my Debian Testing machine recently. I saw notes on the lists here that it made a major difference. I have a 3500 ticket system with lots of file attachments, and InnoDB turned on in MySQL (it's off by default if you upgraded to Testing and didn't turn it on). The machine is an Athlon 2500 with 512 MB RAM, and a software RAID1 root filesystem. I'm running apache1 with mod_perl. I'd say performance on my system is "usable" but not speedy. On a pretty big box. But RT is also doing a LOT of stuff under the hood, so I have no complaints. I also hear that apache1/mod_perl is slower than other options, but haven't had time to fiddle with other setups. You didn't mention ANY of the above variables, so it's really hard to make a remote guess at what your problem might be, but I'd say the Celeron 600 is probably the biggest bottleneck. When you're doing live queries, etc... what does the load average look like on the machine and which processes are taking up CPU? How much RAM do you have? (I noticed large performance increases when I tweaked MySQL to allow for bigger queries and larger result sets as documented here on the lists a few times, but the trade-off is that 512MB RAM really isn't enough -- the machine is hitting swap from time to time as it handles other services also, and I need to add RAM to alleviate that.) Gotta run, but we all probably need more info. If your complaint is a general one regarding performance I'm sure Jesse and gang would happily accept any thoughts on how to improve it. -- Nate Duehr, nate at natetech.com From Joseph_Micciche at Progressive.com Tue Aug 3 13:42:12 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 3 Aug 2004 13:42:12 -0400 Subject: [rt-users] Performance issues with RT3 (all versions) Message-ID: ***** For quite some time we have been running RT3 to track support issues, following my recommendation of the software. Although various configurations have been used, I am currently debugging an instance running on a Debian testing box with the specification below because the faster production machine (running Mandrake release 9) cannot be tinkered with for the moment and performace problems plague both. ***** How much RAM? and post your my.cnf - tweaking it can make a huge difference. Joe Micciche From rt at chaka.net Tue Aug 3 12:58:30 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 3 Aug 2004 12:58:30 -0400 Subject: [rt-users] Don't list Current Rights in New Rights Message-ID: <20040803165830.GJ28862@chaka.net> This patch makes it so that when selecting Rights in RT, currently help rights are not also listed in new rights. This makes things easier on my eyes but it does mess with the alignment of list boxes on the rights pages. Anyone see a problem with this? -Todd --- share/html/Admin/Elements/SelectRights.orig 2004-08-03 03:11:14.000000000 -0400 +++ share/html/Admin/Elements/SelectRights 2004-08-03 03:43:51.000000000 -0400 @@ -31,8 +31,10 @@ % } else { <&|/l&>No rights granted.
% } +% my %CurrentRights; % while (my $right = $ACLObj->Next()) { % if ($right->RightName) { +% $CurrentRights{$right->RightName} = 1; <% loc($right->RightName) %>
% } % } @@ -41,8 +43,10 @@

<&|/l&>New rights

@@ -88,4 +92,5 @@ $PrincipalType => undef $PrincipalId => undef $Object =>undef +$ShowCurrentRights => 0 From jesse at bestpractical.com Tue Aug 3 14:09:33 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Aug 2004 14:09:33 -0400 Subject: [rt-users] Don't list Current Rights in New Rights In-Reply-To: <20040803165830.GJ28862@chaka.net> References: <20040803165830.GJ28862@chaka.net> Message-ID: <20040803180933.GA4438@pallas.eruditorum.org> Looks pretty reasonable. I'll queue it for someone to have a look at adding the feature to core. On Tue, Aug 03, 2004 at 12:58:30PM -0400, Todd Chapman wrote: > This patch makes it so that when selecting Rights > in RT, currently help rights are not also listed > in new rights. This makes things easier on my eyes > but it does mess with the alignment of list boxes > on the rights pages. > > Anyone see a problem with this? > > -Todd > > --- share/html/Admin/Elements/SelectRights.orig 2004-08-03 03:11:14.000000000 -0400 > +++ share/html/Admin/Elements/SelectRights 2004-08-03 03:43:51.000000000 -0400 > @@ -31,8 +31,10 @@ > % } else { > <&|/l&>No rights granted.
> % } > +% my %CurrentRights; > % while (my $right = $ACLObj->Next()) { > % if ($right->RightName) { > +% $CurrentRights{$right->RightName} = 1; > <% loc($right->RightName) %>
> % } > % } > @@ -41,8 +43,10 @@ >

<&|/l&>New rights

> > @@ -88,4 +92,5 @@ > $PrincipalType => undef > $PrincipalId => undef > $Object =>undef > +$ShowCurrentRights => 0 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From justin at lach.net Tue Aug 3 14:54:06 2004 From: justin at lach.net (Justin Carlson) Date: Tue, 03 Aug 2004 13:54:06 -0500 Subject: [rt-users] RT and Asterisk Message-ID: <1091559246.24821.20.camel@Sphinx> I am trying to integrate RT and Asterisk. I have followed the Wiki @ http://www.voip-info.org/tiki-index.php?page=Asterisk%20Request%20Tracker but the asterisk system does not seem to interface with the rt system. anyone have this working? From rt at tux.datalink.co.za Tue Aug 3 15:09:49 2004 From: rt at tux.datalink.co.za (Leon) Date: Tue, 03 Aug 2004 21:09:49 +0200 Subject: [rt-users] Re: [Rt-devel] Performance issues with RT3 (all versions) In-Reply-To: <410FC1D3.8040202@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> Message-ID: <410FE2FD.2070804@tux.datalink.co.za> I have also had major issues with performance. We have a quad Xeon with a 1 gig ram, and 15000RPM SCSI drives, that we use for development. We have about 2000 tickets on our system and the attachments table is about 100 to 150 megs already. We are also using FastCGI,Apache MySQL 4 , RT 3.2.1. When I run IE against RT it sometimes take up to a minute before the ticket is shown. I have tried Firefox and found that as the info is retrieved fro the DB, it is displayed. The header will sometime appear a bit slow ( about 5 to 10 seconds) and then the rest of the info comes through one reply or comment at a time. Still taking about 30 to 40 seconds. When running top I can see the MasonHandler.fcgi runs at 99% for the duration of the ticket retrieval. If another session tries to retrieve a ticket at the some time the duration of all the ticket retrievals increase. I have applied the Fast CGI and MYSQL config changes in the WIKIs and no real improvements. Leon Jon Masters wrote: > Hi all, > > For quite some time we have been running RT3 to track support issues, > following my recommendation of the software. Although various > configurations have been used, I am currently debugging an instance > running on a Debian testing box with the specification below because > the faster production machine (running Mandrake release 9) cannot be > tinkered with for the moment and performace problems plague both. > > Performance is...well horrible. Painfully unpleasant and this is not > with the 40,000 tickets quoted in RT documentation. This is with a > database not exceeding about 50-100MB in size and with only a handfull > of tickets in it. In other words there are almost no tickets. > > I have tried various different configurations based around RT3 > (various versions including but not limited to 3.2.0), MySQL 4, and > Apache 1 and 2 running every possible configuration of mod_perl 1,2 > and FastCGI. Essentially I have tried every possible choice available. > > Query time is so painful that the people here are having to resort to > using regular email and just have RT keep a copy for auditing. I do > unfortunately not have time to delve much in to the bowls of RT (I do > embedded Linux kernel hacking and am not usually a perl person) but > have installed various different profiling options in Apache to at > least give a feel for where this is falling over. I have debug traces > of apache and various other output here and am willing to provide > various additional information and test solutions if I can help to > correct this issue. > > Clearly the testing machine is not the fastest in the world but it is > an order of magnitude too slow and there is something more fundamental > at fault here. It does not look like MySQL is at fault - it looks like > it is SearchBuilder spewing out way too many searches or something. As > I have read on your mailing list archives and on other online lists, > numerous people report problems with attachments - some of these > tickets have large numbers of attachments but not all, and even then > even listing the queue takes nearly all day. > > I am not trying to rant here but there is clearly something very weird > going on which I would like to help you guys to fix. You never know, > it might even be possible to convince me that perl isn't such a slow > scripting language after all. > > Cheers, > > Jon. > > --- Specification --- > > Linux kernel 2.6.6 (Not stock, Debian kernel release 2.6.6-1-686) > running on an Intel Celeron 600MHz CPU. This test box is not the > fastest machine in the world but it runs nothing else other than RT > and a few general system daemons. No windowing system cruft. System > has been tuned using sysctls and ulimits adjusted all in vain, IDE DMA > is on, etc. etc. The production machine exhibits the same problems and > is much faster. > > (So please assume that the base Debian is configured correctly). > > To the system has been added MySQL version 4.0.18 (Debian 4.0.18-5). > > I have also installed RT 3.2.0 as well as other versions. > > I have performed database OPTIMIZE, ANALYZE, etc. etc. > > etc. etc. etc. etc. > > --- dprofpp output --- > > Storable::nfreeze has 1 unstacked calls in outer > Storable::_freeze has 1 unstacked calls in outer > Exporter::import has -2 unstacked calls in outer > RT::Mason::handler has -1 unstacked calls in outer > CGI::delete has 1 unstacked calls in outer > AutoLoader::AUTOLOAD has -3 unstacked calls in outer > Storable::thaw has 1 unstacked calls in outer > Exporter::Heavy::heavy_export has 2 unstacked calls in outer > Total Elapsed Time = 196.2333 Seconds > User+System Time = 72.21333 Seconds > Exclusive Times > %Time ExclSec CumulS #Calls sec/call Csec/c Name > 40.4 29.24 29.418 4647 0.0063 0.0063 > DBIx::SearchBuilder::Record::__ANO > N__ > 9.20 6.641 71.487 2297 0.0029 0.0311 HTML::Mason::Request::comp > 8.09 5.844 5.844 10197 0.0006 0.0006 HTML::Mason::Request::print > 6.79 4.902 4.974 52 0.0943 0.0957 > RT::Transaction::BriefDescription > 6.58 4.753 4.805 41 0.1159 0.1172 > RT::Attachment::ContentLength > 4.35 3.139 3.178 25 0.1256 0.1271 RT::Attachment::Content > 3.52 2.539 2.639 25 0.1016 0.1055 Text::Quoted::extract > 2.28 1.644 1.658 41 0.0401 0.0404 RT::Attachment::Headers > 1.65 1.195 1.211 53 0.0226 0.0228 RT::Transactions::Next > 1.64 1.186 1.182 52 0.0228 0.0227 RT::Record::CreatedAsString > 1.52 1.095 1.119 25 0.0438 0.0448 RT::Transaction::IsInbound > 1.37 0.986 1.011 42 0.0235 0.0241 RT::Attachments::Next > 0.97 0.697 0.695 50 0.0139 0.0139 RT::Transaction::TicketObj > 0.87 0.628 0.635 52 0.0121 0.0122 RT::Record::CreatorObj > 0.51 0.369 0.367 20 0.0184 0.0184 > DBIx::SearchBuilder::Record::AUTOL > OAD > > > _______________________________________________ > Rt-devel mailing list > Rt-devel at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > > From admin at lctn.org Tue Aug 3 15:41:44 2004 From: admin at lctn.org (Raymond Norton) Date: Tue, 3 Aug 2004 14:41:44 -0500 Subject: [rt-users] Re: this has got to be simple, but....... References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> Message-ID: <004e01c47991$e8506c20$0a00a8c0@DELL2> > are you seeing a text representation of html (as if your server used > the wrong content type) or are you seeing unexecuted mason code? > > seph This is some of what is displayed in the browser: <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitRequestor( VALUE => $query, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } From cubic at acronis.ru Tue Aug 3 15:42:09 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Aug 2004 23:42:09 +0400 Subject: [rt-users] Re: [Rt-devel] Performance issues with RT3 (all versions) In-Reply-To: <410FE2FD.2070804@tux.datalink.co.za> References: <410FC1D3.8040202@jonmasters.org> <410FE2FD.2070804@tux.datalink.co.za> Message-ID: <410FEA91.2000208@acronis.ru> Guys, a lot of words, but no data. For example DBI profile or perl profile. MySQL slow log. Leon wrote: > I have also had major issues with performance. We have a quad Xeon with > a 1 gig ram, and 15000RPM SCSI drives, that we use for development. We > have about 2000 tickets on our system and the attachments table is > about 100 to 150 megs already. We are also using FastCGI,Apache MySQL 4 > , RT 3.2.1. We have 7GB of data on IDE with one CPU. Apache1+mp1+MySQL4.0.x. And ticket loads less then 15 seconds in most cases. > > When I run IE against RT it sometimes take up to a minute before the > ticket is shown. > I have tried Firefox and found that as the info is retrieved fro the DB, > it is displayed. The header will sometime appear a bit slow ( about 5 to > 10 seconds) and then the rest of the info comes through one reply or > comment at a time. Still taking about 30 to 40 seconds. When running > top I can see the MasonHandler.fcgi runs at 99% for the duration of the > ticket retrieval. top is not an answer. For example if MySQL can't do task in memory and start use tmptables then you can't see big CPU usage by MySQL, but HDD activity is high. > If another session tries to retrieve a ticket at the some time the > duration of all the ticket retrievals increase. > > I have applied the Fast CGI and MYSQL config changes in the WIKIs and no > real improvements. Which? I don't remember any MySQL tricks on WiKi. > > Leon > Jon Masters wrote: > >> Hi all, >> >> For quite some time we have been running RT3 to track support issues, >> following my recommendation of the software. Although various >> configurations have been used, I am currently debugging an instance >> running on a Debian testing box with the specification below because >> the faster production machine (running Mandrake release 9) cannot be >> tinkered with for the moment and performace problems plague both. >> >> Performance is...well horrible. Painfully unpleasant and this is not >> with the 40,000 tickets quoted in RT documentation. This is with a >> database not exceeding about 50-100MB in size and with only a handfull >> of tickets in it. In other words there are almost no tickets. >> >> I have tried various different configurations based around RT3 >> (various versions including but not limited to 3.2.0), MySQL 4, and >> Apache 1 and 2 running every possible configuration of mod_perl 1,2 >> and FastCGI. Essentially I have tried every possible choice available. >> >> Query time is so painful that the people here are having to resort to >> using regular email and just have RT keep a copy for auditing. I do >> unfortunately not have time to delve much in to the bowls of RT (I do >> embedded Linux kernel hacking and am not usually a perl person) but >> have installed various different profiling options in Apache to at >> least give a feel for where this is falling over. I have debug traces >> of apache and various other output here and am willing to provide >> various additional information and test solutions if I can help to >> correct this issue. >> >> Clearly the testing machine is not the fastest in the world but it is >> an order of magnitude too slow and there is something more fundamental >> at fault here. It does not look like MySQL is at fault - it looks like >> it is SearchBuilder spewing out way too many searches or something. As >> I have read on your mailing list archives and on other online lists, >> numerous people report problems with attachments - some of these >> tickets have large numbers of attachments but not all, and even then >> even listing the queue takes nearly all day. >> >> I am not trying to rant here but there is clearly something very weird >> going on which I would like to help you guys to fix. You never know, >> it might even be possible to convince me that perl isn't such a slow >> scripting language after all. >> >> Cheers, >> >> Jon. >> >> --- Specification --- >> >> Linux kernel 2.6.6 (Not stock, Debian kernel release 2.6.6-1-686) >> running on an Intel Celeron 600MHz CPU. This test box is not the >> fastest machine in the world but it runs nothing else other than RT >> and a few general system daemons. No windowing system cruft. System >> has been tuned using sysctls and ulimits adjusted all in vain, IDE DMA >> is on, etc. etc. The production machine exhibits the same problems and >> is much faster. >> >> (So please assume that the base Debian is configured correctly). >> >> To the system has been added MySQL version 4.0.18 (Debian 4.0.18-5). >> >> I have also installed RT 3.2.0 as well as other versions. >> >> I have performed database OPTIMIZE, ANALYZE, etc. etc. >> >> etc. etc. etc. etc. >> >> --- dprofpp output --- >> >> Storable::nfreeze has 1 unstacked calls in outer >> Storable::_freeze has 1 unstacked calls in outer >> Exporter::import has -2 unstacked calls in outer >> RT::Mason::handler has -1 unstacked calls in outer >> CGI::delete has 1 unstacked calls in outer >> AutoLoader::AUTOLOAD has -3 unstacked calls in outer >> Storable::thaw has 1 unstacked calls in outer >> Exporter::Heavy::heavy_export has 2 unstacked calls in outer >> Total Elapsed Time = 196.2333 Seconds >> User+System Time = 72.21333 Seconds >> Exclusive Times >> %Time ExclSec CumulS #Calls sec/call Csec/c Name >> 40.4 29.24 29.418 4647 0.0063 0.0063 >> DBIx::SearchBuilder::Record::__ANO >> N__ >> 9.20 6.641 71.487 2297 0.0029 0.0311 HTML::Mason::Request::comp >> 8.09 5.844 5.844 10197 0.0006 0.0006 HTML::Mason::Request::print >> 6.79 4.902 4.974 52 0.0943 0.0957 >> RT::Transaction::BriefDescription >> 6.58 4.753 4.805 41 0.1159 0.1172 >> RT::Attachment::ContentLength >> 4.35 3.139 3.178 25 0.1256 0.1271 RT::Attachment::Content >> 3.52 2.539 2.639 25 0.1016 0.1055 Text::Quoted::extract >> 2.28 1.644 1.658 41 0.0401 0.0404 RT::Attachment::Headers >> 1.65 1.195 1.211 53 0.0226 0.0228 RT::Transactions::Next >> 1.64 1.186 1.182 52 0.0228 0.0227 RT::Record::CreatedAsString >> 1.52 1.095 1.119 25 0.0438 0.0448 RT::Transaction::IsInbound >> 1.37 0.986 1.011 42 0.0235 0.0241 RT::Attachments::Next >> 0.97 0.697 0.695 50 0.0139 0.0139 RT::Transaction::TicketObj >> 0.87 0.628 0.635 52 0.0121 0.0122 RT::Record::CreatorObj >> 0.51 0.369 0.367 20 0.0184 0.0184 >> DBIx::SearchBuilder::Record::AUTOL >> OAD >> >> >> _______________________________________________ >> Rt-devel mailing list >> Rt-devel at lists.bestpractical.com >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mloftis at wgops.com Tue Aug 3 15:44:37 2004 From: mloftis at wgops.com (Michael Loftis) Date: Tue, 03 Aug 2004 13:44:37 -0600 Subject: [rt-users] Re: this has got to be simple, but....... In-Reply-To: <004e01c47991$e8506c20$0a00a8c0@DELL2> References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> <004e01c47991$e8506c20$0a00a8c0@DELL2> Message-ID: you need to make sure you have mod_perl installed and enabled and you've setup the Mason handler stuff for RT. --On Tuesday, August 03, 2004 14:41 -0500 Raymond Norton wrote: > > >> are you seeing a text representation of html (as if your server used >> the wrong content type) or are you seeing unexecuted mason code? >> >> seph > > This is some of what is displayed in the browser: > > <%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'} = > $ARGS{'HomeRefreshInterval'}; } > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- Undocumented Features quote of the moment... "It's not the one bullet with your name on it that you have to worry about; it's the twenty thousand-odd rounds labeled `occupant.'" --Murphy's Laws of Combat From BrettB at hkusa.com Tue Aug 3 15:44:59 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Tue, 3 Aug 2004 14:44:59 -0500 Subject: [rt-users] Detecting how a ticket was created? Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0CCF@EXCHANGE4> We have a custom field that is "Source: Phone/Email" Is there a way to detect if a ticket was created via mail gate (i.e. Email) or from the "Create Ticket" button (i.e. Phone) that could then be used to populate the custom field? Thanks in advance! Brett From cubic at acronis.ru Tue Aug 3 15:45:05 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Aug 2004 23:45:05 +0400 Subject: [rt-users] Re: this has got to be simple, but....... In-Reply-To: <004e01c47991$e8506c20$0a00a8c0@DELL2> References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> <004e01c47991$e8506c20$0a00a8c0@DELL2> Message-ID: <410FEB41.4040800@acronis.ru> Your apache config is incorrect. Raymond Norton wrote: > >>are you seeing a text representation of html (as if your server used >>the wrong content type) or are you seeing unexecuted mason code? >> >>seph > > > This is some of what is displayed in the browser: > > <%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'}; } > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From admin at lctn.org Tue Aug 3 15:53:32 2004 From: admin at lctn.org (Raymond Norton) Date: Tue, 3 Aug 2004 14:53:32 -0500 Subject: [rt-users] Re: this has got to be simple, but....... References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2><004e01c47991$e8506c20$0a00a8c0@DELL2> Message-ID: <007001c47993$8eb3adb0$0a00a8c0@DELL2> ----- Original Message ----- From: "Michael Loftis" To: Sent: Tuesday, August 03, 2004 2:44 PM Subject: Re: [rt-users] Re: this has got to be simple, but....... > you need to make sure you have mod_perl installed and enabled and you've > setup the Mason handler stuff for RT. I followed the docs, and do have mod_perl 2 (1.99). What part of the docs should I be looking at that would help me figure this out? This is what I have in httpd.conf: ServerName rt.domain.name DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason From rick.rezinas at qsent.com Tue Aug 3 15:44:43 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Tue, 03 Aug 2004 12:44:43 -0700 Subject: [rt-users] Recommended hardware Message-ID: <1091562283.13734.349.camel@cluck.qsent.com> Hello, I am running RT on a small machine now, but have been tasked with upgrading the hardware to improve performance as it becomes more visible outside of my department. We are a solaris shop, I run apache with mod_perl, all RT-related software is up-to-date (as of 2 weeks ago). So, my question is this. When looking at new hardware, what are the hardware parameters that are considered most important for RT performance? Is there much value in multiple CPU's? I've seen RAM stated as pretty key to performance on this list. Any recommendations regarding disk I/O? Obviously, I'd like to purchase the biggest baddest box available, but this project is fairly skunkworks so my budget's not that great. thanks much! rick -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From webmaster at rochester.rr.com Tue Aug 3 16:26:33 2004 From: webmaster at rochester.rr.com (Justin C. Sherrill) Date: Tue, 3 Aug 2004 16:26:33 -0400 Subject: [rt-users] Recommended hardware In-Reply-To: <1091562283.13734.349.camel@cluck.qsent.com> References: <1091562283.13734.349.camel@cluck.qsent.com> Message-ID: <200408031626.33129.webmaster@rochester.rr.com> On Tuesday 03 August 2004 03:44 pm, Rick Rezinas wrote: > Is there much value in multiple CPU's? > I've seen RAM stated as pretty key to performance on this list. > Any recommendations regarding disk I/O? > > Obviously, I'd like to purchase the biggest baddest box available, but > this project is fairly skunkworks so my budget's not that great. My experience is RAM is most important, followed by disk speed/reliability. If you have frequent tape backups, don't worry about disk so much. If you don't have frequent backups, hardware RAID that mirrors the disk(s) may be a good idea in case a disk blows out. Otherwise, you will lose all ticket data, new or handled, since the last backup. From rtusers at memory.blank.org Tue Aug 3 16:33:20 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 3 Aug 2004 16:33:20 -0400 Subject: [rt-users] Recommended hardware In-Reply-To: <1091562283.13734.349.camel@cluck.qsent.com> References: <1091562283.13734.349.camel@cluck.qsent.com> Message-ID: <20040803203320.GL11039@blank.org> In the immortal words of Rick Rezinas (rick.rezinas at qsent.com): > > Is there much value in multiple CPU's? Some: RT-qua-RT isn't particularly multithreaded, but apache (and its children) and mysqld will contend for CPU time. > I've seen RAM stated as pretty key to performance on this list. Yes. Luckily, RAM is cheap: max it out if you possibly can. > Any recommendations regarding disk I/O? My experience is that I tended to hit RAM and CPU limitations first, but YMMV. > Obviously, I'd like to purchase the biggest baddest box available, but > this project is fairly skunkworks so my budget's not that great. Don't use Solaris or Sun/Sparc hardware then. :( (And especially don't buy RAM from Sun.) -n ------------------------------------------------------------- "This Purple Vengence Version with Power Fist and Nuclear Knees is in rare, never-been-seen condition, making it highly collectable!" --Sheen ----------------------------------------------------- From cubic at acronis.ru Tue Aug 3 16:38:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 04 Aug 2004 00:38:22 +0400 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <410FC1D3.8040202@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> Message-ID: <410FF7BE.7090402@acronis.ru> Jon Masters wrote: > Hi all, > [snip] > Cheers, > > Jon. > > --- Specification --- > > Linux kernel 2.6.6 (Not stock, Debian kernel release 2.6.6-1-686) > running on an Intel Celeron 600MHz CPU. This test box is not the fastest > machine in the world but it runs nothing else other than RT and a few > general system daemons. No windowing system cruft. System has been tuned > using sysctls and ulimits adjusted all in vain, IDE DMA is on, etc. etc. > The production machine exhibits the same problems and is much faster. > > (So please assume that the base Debian is configured correctly). so as I understand no memory presure. > > To the system has been added MySQL version 4.0.18 (Debian 4.0.18-5). Turn on log of slow queries with limit 1 second. http://wiki.bestpractical.com/?Debug Also can you create full SQL log for one request to Ticket/Display page? > > I have also installed RT 3.2.0 as well as other versions. Does it make any sense if you switch to 3.0.x. > > I have performed database OPTIMIZE, ANALYZE, etc. etc. It doesn't help if you are on InnoDB. Are you? > > etc. etc. etc. etc. > You didn't report what versions of modules and perl do you have? mod_perl 1.x or 2.x? if 1.x then DSO or Static? This output isn't normal > --- dprofpp output --- > > Total Elapsed Time = 196.2333 Seconds > User+System Time = 72.21333 Seconds > Exclusive Times > %Time ExclSec CumulS #Calls sec/call Csec/c Name > 40.4 29.24 29.418 4647 0.0063 0.0063 > DBIx::SearchBuilder::Record::__ANO > N__ > 9.20 6.641 71.487 2297 0.0029 0.0311 HTML::Mason::Request::comp > 8.09 5.844 5.844 10197 0.0006 0.0006 HTML::Mason::Request::print > 6.79 4.902 4.974 52 0.0943 0.0957 > RT::Transaction::BriefDescription > 6.58 4.753 4.805 41 0.1159 0.1172 RT::Attachment::ContentLength > 4.35 3.139 3.178 25 0.1256 0.1271 RT::Attachment::Content > 3.52 2.539 2.639 25 0.1016 0.1055 Text::Quoted::extract > 2.28 1.644 1.658 41 0.0401 0.0404 RT::Attachment::Headers > 1.65 1.195 1.211 53 0.0226 0.0228 RT::Transactions::Next > 1.64 1.186 1.182 52 0.0228 0.0227 RT::Record::CreatedAsString > 1.52 1.095 1.119 25 0.0438 0.0448 RT::Transaction::IsInbound > 1.37 0.986 1.011 42 0.0235 0.0241 RT::Attachments::Next > 0.97 0.697 0.695 50 0.0139 0.0139 RT::Transaction::TicketObj > 0.87 0.628 0.635 52 0.0121 0.0122 RT::Record::CreatorObj > 0.51 0.369 0.367 20 0.0184 0.0184 > DBIx::SearchBuilder::Record::AUTOL > OAD dprofpp: Ticket/Display for ticket with 141 attachments. Total Elapsed Time = 116.6960 Seconds User+System Time = 37.64604 Seconds Exclusive Times %Time ExclSec CumulS #Calls sec/call Csec/c Name 8.22 3.095 5.953 80847 0.0000 0.0001 DBIx::SearchBuilder::Record::Cachable::_gen_primary_cache_key 8.17 3.077 3.077 9457 0.0003 0.0003 RT::User::_ClassAccessible 6.77 2.547 12.232 80251 0.0000 0.0002 RT::Record::__Value 5.86 2.206 8.807 80251 0.0000 0.0001 DBIx::SearchBuilder::Record::Cachable::__Value 4.92 1.853 11.355 9264 0.0002 0.0012 RT::Principal::HasRight 4.86 1.831 8.322 44702 0.0000 0.0002 DBIx::SearchBuilder::Record::Cachable::LoadByCols 4.55 1.714 2.936 44702 0.0000 0.0001 DBIx::SearchBuilder::Record::Cachable::_lookup_primary_cache_key 4.30 1.617 1.911 44702 0.0000 0.0000 DBIx::SearchBuilder::Record::Cachable::_gen_alternate_cache_key 3.99 1.503 1.503 402077 0.0000 0.0000 DBIx::SearchBuilder::Record::Cachable::_RecordCache 3.97 1.494 10.414 44702 0.0000 0.0002 RT::Record::LoadByCols 3.82 1.439 9.439 37661 0.0000 0.0003 DBIx::SearchBuilder::Record::new 3.45 1.298 1.298 9263 0.0001 0.0001 RT::Queue::_ClassAccessible 3.43 1.293 11.158 37661 0.0000 0.0003 DBIx::SearchBuilder::Record::Cachable::new 3.31 1.245 1.245 184179 0.0000 0.0000 DBIx::SearchBuilder::Record::id 3.27 1.232 1.307 86734 0.0000 0.0000 DBIx::SearchBuilder::Record::__Value From BrettB at hkusa.com Tue Aug 3 16:41:30 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Tue, 3 Aug 2004 15:41:30 -0500 Subject: [rt-users] Microsoft SQL Server Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0CD2@EXCHANGE4> I have RT up and running on a Fedora Linux box running mySQL. My company has several production SQL servers that are backed up, raided, etc running Microsoft SQL Server. Is it possible to move the DB from my Linux box to SQL Server? From my company's perspective, there are lots of advantages to doing this. I am not concerned with moving Data over to the new box (we are just starting to use it) but does anyone have a script to create the appropriate tables and permissions? We are also using RTFM. I assume that it is just a matter of editing the config file to point to the new database location. Any help would be great! Thanks Brett From lambert at lambertfam.org Tue Aug 3 16:31:56 2004 From: lambert at lambertfam.org (Scott Lambert) Date: Tue, 3 Aug 2004 15:31:56 -0500 Subject: [rt-users] RT 3.2.1 from freebsd-ports In-Reply-To: <20040803143655.GG11039@blank.org> References: <20040726160300.GB2376@computing-services.oxford.ac.uk> <20040726185205.GK11039@blank.org> <20040726185923.GG16804@pallas.eruditorum.org> <20040803143655.GG11039@blank.org> Message-ID: <20040803203156.GA1475@laptop.lambertfam.org> On Tue, Aug 03, 2004 at 10:36:55AM -0400, Nathan J. Mehl wrote: > In the immortal words of Jesse Vincent (jesse at bestpractical.com): > > > > Before you do that, find the var/mason_data directory and blow THAT away > > and restart apache. > > Hm. > > So last night, I did something unwise: I cvsup'ed /usr/ports and let > portupgrade do everything. > > As it turns out, the perl port maintainers jumped the gun a bit: > the current port of perl is now 5.8.5, while the mod_perl port still > expects 5.8.4. Result: a very broken apache. > > I used portdowngrade to roll perl back to 5.8.4, solving the proximate > problem, but now the searchbuilder functionality seems to have > vanished from RT again: > > http://blank.org/memory/work/brokensearch.jpg > > ...and blowing away the mason_data cache doesn't restore it. After 'portdowngrade'ing perl to 5.8.4, did you ? portupgrade -fr perl -x perl-5.8.4 That may or may not help. -- Scott Lambert KC5MLE Unix SysAdmin lambert at lambertfam.org From rt at tux.datalink.co.za Tue Aug 3 17:12:08 2004 From: rt at tux.datalink.co.za (Leon) Date: Tue, 03 Aug 2004 23:12:08 +0200 Subject: [rt-users] Re: [Rt-devel] Performance issues with RT3 (all versions) In-Reply-To: <410FEA91.2000208@acronis.ru> References: <410FC1D3.8040202@jonmasters.org> <410FE2FD.2070804@tux.datalink.co.za> <410FEA91.2000208@acronis.ru> Message-ID: <410FFFA8.4070502@tux.datalink.co.za> I Will try the debugging tomorrow at the office. The MySQL entry was related to large attachments that wasn't processed correctly and I changed ti the InnoDB format. [http://wiki.bestpractical.com/index.cgi?FAQ] Thanks for the Debug link. Leon Ruslan U. Zakirov wrote: > Guys, a lot of words, but no data. > For example DBI profile or perl profile. > MySQL slow log. > > Leon wrote: > >> I have also had major issues with performance. We have a quad Xeon >> with a 1 gig ram, and 15000RPM SCSI drives, that we use for >> development. We have about 2000 tickets on our system and the >> attachments table is about 100 to 150 megs already. We are also >> using FastCGI,Apache MySQL 4 , RT 3.2.1. > > We have 7GB of data on IDE with one CPU. Apache1+mp1+MySQL4.0.x. And > ticket loads less then 15 seconds in most cases. > >> >> When I run IE against RT it sometimes take up to a minute before the >> ticket is shown. >> I have tried Firefox and found that as the info is retrieved fro the >> DB, it is displayed. The header will sometime appear a bit slow ( >> about 5 to 10 seconds) and then the rest of the info comes through >> one reply or comment at a time. Still taking about 30 to 40 seconds. >> When running top I can see the MasonHandler.fcgi runs at 99% for the >> duration of the ticket retrieval. > > top is not an answer. For example if MySQL can't do task in memory and > start use tmptables then you can't see big CPU usage by MySQL, but HDD > activity is high. > >> If another session tries to retrieve a ticket at the some time the >> duration of all the ticket retrievals increase. >> >> I have applied the Fast CGI and MYSQL config changes in the WIKIs and >> no real improvements. > > Which? I don't remember any MySQL tricks on WiKi. > >> >> Leon >> Jon Masters wrote: >> >>> Hi all, >>> >>> For quite some time we have been running RT3 to track support >>> issues, following my recommendation of the software. Although >>> various configurations have been used, I am currently debugging an >>> instance running on a Debian testing box with the specification >>> below because the faster production machine (running Mandrake >>> release 9) cannot be tinkered with for the moment and performace >>> problems plague both. >>> >>> Performance is...well horrible. Painfully unpleasant and this is not >>> with the 40,000 tickets quoted in RT documentation. This is with a >>> database not exceeding about 50-100MB in size and with only a >>> handfull of tickets in it. In other words there are almost no tickets. >>> >>> I have tried various different configurations based around RT3 >>> (various versions including but not limited to 3.2.0), MySQL 4, and >>> Apache 1 and 2 running every possible configuration of mod_perl 1,2 >>> and FastCGI. Essentially I have tried every possible choice available. >>> >>> Query time is so painful that the people here are having to resort >>> to using regular email and just have RT keep a copy for auditing. I >>> do unfortunately not have time to delve much in to the bowls of RT >>> (I do embedded Linux kernel hacking and am not usually a perl >>> person) but have installed various different profiling options in >>> Apache to at least give a feel for where this is falling over. I >>> have debug traces of apache and various other output here and am >>> willing to provide various additional information and test solutions >>> if I can help to correct this issue. >>> >>> Clearly the testing machine is not the fastest in the world but it >>> is an order of magnitude too slow and there is something more >>> fundamental at fault here. It does not look like MySQL is at fault - >>> it looks like it is SearchBuilder spewing out way too many searches >>> or something. As I have read on your mailing list archives and on >>> other online lists, numerous people report problems with attachments >>> - some of these tickets have large numbers of attachments but not >>> all, and even then even listing the queue takes nearly all day. >>> >>> I am not trying to rant here but there is clearly something very >>> weird going on which I would like to help you guys to fix. You never >>> know, it might even be possible to convince me that perl isn't such >>> a slow scripting language after all. >>> >>> Cheers, >>> >>> Jon. >>> >>> --- Specification --- >>> >>> Linux kernel 2.6.6 (Not stock, Debian kernel release 2.6.6-1-686) >>> running on an Intel Celeron 600MHz CPU. This test box is not the >>> fastest machine in the world but it runs nothing else other than RT >>> and a few general system daemons. No windowing system cruft. System >>> has been tuned using sysctls and ulimits adjusted all in vain, IDE >>> DMA is on, etc. etc. The production machine exhibits the same >>> problems and is much faster. >>> >>> (So please assume that the base Debian is configured correctly). >>> >>> To the system has been added MySQL version 4.0.18 (Debian 4.0.18-5). >>> >>> I have also installed RT 3.2.0 as well as other versions. >>> >>> I have performed database OPTIMIZE, ANALYZE, etc. etc. >>> >>> etc. etc. etc. etc. >>> >>> --- dprofpp output --- >>> >>> Storable::nfreeze has 1 unstacked calls in outer >>> Storable::_freeze has 1 unstacked calls in outer >>> Exporter::import has -2 unstacked calls in outer >>> RT::Mason::handler has -1 unstacked calls in outer >>> CGI::delete has 1 unstacked calls in outer >>> AutoLoader::AUTOLOAD has -3 unstacked calls in outer >>> Storable::thaw has 1 unstacked calls in outer >>> Exporter::Heavy::heavy_export has 2 unstacked calls in outer >>> Total Elapsed Time = 196.2333 Seconds >>> User+System Time = 72.21333 Seconds >>> Exclusive Times >>> %Time ExclSec CumulS #Calls sec/call Csec/c Name >>> 40.4 29.24 29.418 4647 0.0063 0.0063 >>> DBIx::SearchBuilder::Record::__ANO >>> N__ >>> 9.20 6.641 71.487 2297 0.0029 0.0311 HTML::Mason::Request::comp >>> 8.09 5.844 5.844 10197 0.0006 0.0006 >>> HTML::Mason::Request::print >>> 6.79 4.902 4.974 52 0.0943 0.0957 >>> RT::Transaction::BriefDescription >>> 6.58 4.753 4.805 41 0.1159 0.1172 >>> RT::Attachment::ContentLength >>> 4.35 3.139 3.178 25 0.1256 0.1271 RT::Attachment::Content >>> 3.52 2.539 2.639 25 0.1016 0.1055 Text::Quoted::extract >>> 2.28 1.644 1.658 41 0.0401 0.0404 RT::Attachment::Headers >>> 1.65 1.195 1.211 53 0.0226 0.0228 RT::Transactions::Next >>> 1.64 1.186 1.182 52 0.0228 0.0227 >>> RT::Record::CreatedAsString >>> 1.52 1.095 1.119 25 0.0438 0.0448 RT::Transaction::IsInbound >>> 1.37 0.986 1.011 42 0.0235 0.0241 RT::Attachments::Next >>> 0.97 0.697 0.695 50 0.0139 0.0139 RT::Transaction::TicketObj >>> 0.87 0.628 0.635 52 0.0121 0.0122 RT::Record::CreatorObj >>> 0.51 0.369 0.367 20 0.0184 0.0184 >>> DBIx::SearchBuilder::Record::AUTOL >>> OAD >>> >>> >>> _______________________________________________ >>> Rt-devel mailing list >>> Rt-devel at lists.bestpractical.com >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > From gpurcell at openharbor.com Tue Aug 3 18:11:30 2004 From: gpurcell at openharbor.com (Guy B. Purcell) Date: Tue, 3 Aug 2004 15:11:30 -0700 Subject: [rt-users] link to most recent query? In-Reply-To: <200408031616.i73GGKNT017062@shark.cc.uic.edu> References: <200408031616.i73GGKNT017062@shark.cc.uic.edu> Message-ID: <1291DBCD-E59A-11D8-A82B-000393030F62@openharbor.com> On Aug 3, 2004, at 09:16, Bob Goldstein wrote: > I have RT 3.2.0. Either I click Home->Queuename (under Quick Search) > or I click Tickets and do a query, or maybe I bookmarked > a query and run it. In any case, I get a list of tickets just fine. > And I want to deal with multiple tickets in this list, one at a time. > > I click on one of the tickets, get the details, and deal with > it (correspond, resolve, whatever.) At this point I'd like > a single click to re-do the most recent query that gave me > the above list, so that I can continue working down the list. At least in 3.0.3, a simple click again on the Tickets link in the left-hand/navigation area re-performs the previous search. -Guy From bert+rt at rti.com Tue Aug 3 19:13:11 2004 From: bert+rt at rti.com (Albert Dvornik) Date: 03 Aug 2004 19:13:11 -0400 Subject: [rt-users] not sending notifications to users that already received them In-Reply-To: <20040803172929.C199884C29B@pallas.eruditorum.org> References: <20040803172929.C199884C29B@pallas.eruditorum.org> Message-ID: Todd Chapman writes: > On the srface this seems like a good idea, but there are issues to > consider. What RT sends out is based on the configured templates. By > not sending to some users who are already Cc'd you risk that > different users see similar but probably different messages. OK, this is a very good argument for why this shouldn't be the default behavior. I've just put this up on the wiki for now: http://wiki.bestpractical.com/index.cgi?NotifyNonRecipients Todd, feel free to add your cautions to the page (I didn't feel like blatantly cut+pasting from your e-mail). > RT 3.2 also records all out-going e-mails. By not sending to some > users you will not have the positive confirmation that e-mail was > sent to a particular user. > > -Todd The only *truly* positive confirmation would be a return receipt from the user's mail system, no? --bert From gpurcell at openharbor.com Tue Aug 3 19:33:26 2004 From: gpurcell at openharbor.com (Guy B. Purcell) Date: Tue, 3 Aug 2004 16:33:26 -0700 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <410FE2FD.2070804@tux.datalink.co.za> References: <410FC1D3.8040202@jonmasters.org> <410FE2FD.2070804@tux.datalink.co.za> Message-ID: <84E66D2A-E5A5-11D8-A82B-000393030F62@openharbor.com> I'm running RT 3.0.3 on a Sun V60x, 2x2.8 GHz CPUs, 4 GB RAM, 10k RPM internal disk, RHEL 2.1WS, apache 1.3.27 w/mod_perl as a DSO, perl 5.6.1, pgsql 7.3.3--all as supplied with RHEL. Required Perl mods added when the server was built (not by me, though) via CPAN. Nothing was built by us (trying to use off-the-shelf software). I also see poor performance, with the time to display the Update page being almost 90 seconds from the time of clicking the Reply link at the top of a ticket display page. I have OS kernel & pgsql config settings as per the pgsql manual. I turned query logging on for the duration of bringing up the Update page for a ticket. I can supply the output of that (it's about 130 K, so I didn't want to clog the list with it). We started seeing the slowdown around ticket 80-100; we're up to about 1100 now. The slowdown was progressively worse, too. I finally got permission to address it around ticket 1000, when I made my query log. I found the shared memory in both the OS & pgsql at their defaults, so I cranked 'em up to the recommended values, but that didn't help any at all. So I joined this list to find out what we're doing wrong (it's a popular product, so it can't really be this slow; ergo, it must be our configurations that are preventing it from shining). I'll gladly supply any hard data you need to help debug this. I'm not a Perl programmer at all (can't write a lick, but can understand well-written code; I used to write C), so please be concise in asking for what you need. Thanks! -Guy From jonathan at jonmasters.org Tue Aug 3 20:12:45 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Wed, 04 Aug 2004 01:12:45 +0100 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <20040803165254.GL16804@pallas.eruditorum.org> References: <410FC1D3.8040202@jonmasters.org> <20040803165254.GL16804@pallas.eruditorum.org> Message-ID: <411029FD.3000301@jonmasters.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: | [Please don't cross-post to rt-users and rt-devel. Most folks on rt-devel | are also on RT-Users] Noted. | So. How much RAM do you have in these machines? Sufficient level that vmstat monitoring confirms that swapping is not the issue here Jesse. Production box is not paging out at all. Production: 1GB. The box has a load due to mail connections however this is negligable compared with the load occuring due to RT perl. Development: Box down due to power failure in office and I am at home now (01:08). I believe it has something in the region of 256MB RAM. |>Performance is...well horrible. Painfully unpleasant and this is not |>with the 40,000 tickets quoted in RT documentation. This is with a |>database not exceeding about 50-100MB in size and with only a handfull |>of tickets in it. In other words there are almost no tickets. | How slow is slow? 10 seconds or more to display a queue and then 30 seconds or longer to display the larger tickets but always more than would seem sane. Jon. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBECn9eTyyexZHHxERAjiWAKCcUtd6rvehhACj3OSAuQjHdST3WACeILBe pVUVSQSqhXqIK5CwXZKRYdY= =qEkZ -----END PGP SIGNATURE----- From jonathan at jonmasters.org Tue Aug 3 20:21:33 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Wed, 04 Aug 2004 01:21:33 +0100 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <410FF7BE.7090402@acronis.ru> References: <410FC1D3.8040202@jonmasters.org> <410FF7BE.7090402@acronis.ru> Message-ID: <41102C0D.3060908@jonmasters.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Ruslan U. Zakirov wrote: jcm>> Debian is configured correctly). | so as I understand no memory presure. None. jcm>> To the system has been added MySQL version 4.0.18 (Debian 4.0.18-5). | Turn on log of slow queries with limit 1 second. I will look in to this. | http://wiki.bestpractical.com/?Debug | Also can you create full SQL log for one request to Ticket/Display page? The problem here again will be producing some fake data to send to you so I will need some time since I am at a conference tomorrow. |> I have also installed RT 3.2.0 as well as other versions. | | Does it make any sense if you switch to 3.0.x. None. jcm>> I have performed database OPTIMIZE, ANALYZE, etc. etc. | It doesn't help if you are on InnoDB. Are you? I tested my configurations with each MySQL table type in turn and each time re-installed and reconfigured mysql from a dump. | You didn't report what versions of modules and perl do you have? | mod_perl 1.x or 2.x? if 1.x then DSO or Static? Tested on mod_perl 1.x and 2.x compiled as DSO from Debian. | This output isn't normal I know. Hence the reason for posting it - do you think compiling apache up from source is going to make that much performance difference? The trace output suggests that SearchBuilder has some pathological problem but that output came from a release from CPAN yesterday. Cheers, Jon. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBECwNeTyyexZHHxERAsFCAJwPV/A9+6jOKAEnCyvlb+yOF6e0ZQCgnCJl bxJbCamUn38WCbe2EkicLcY= =auBK -----END PGP SIGNATURE----- From jonathan at jonmasters.org Tue Aug 3 20:56:24 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Wed, 04 Aug 2004 01:56:24 +0100 Subject: [rt-users] Re: Performance issues with RT3 (all versions) Message-ID: <41103438.5090409@jonmasters.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 [ apologies for breaking threading for some folks here. Please CC me with replies as I am subscribed but not currently filing your list. ] Nate Duehr writes: | An upgrade to Perl 5.8 just hit my Debian Testing machine recently. This issue has been ongoing for many months now. | I have a 3500 ticket system with lots of file attachments We get lots of attachments with customers sending in multiple data sets for analysis (I work at an instrumentation company). The problem actually is exacerrated by a large quantity of mail attachments however this does not appear to be the root cause. | and InnoDB turned on in MySQL (it's off by default if you upgraded to | Testing and didn't turn it on). Oh but I did. In fact I tried a number of different MySQL configurations and even tinkered with the indexing that RT had chosen. I am not now thinking that MySQL is at fault here but will run the slow query logging to provide some figures. | The machine is an Athlon 2500 with 512 MB RAM The processor in the production box is something over 1GHz with 1GB RAM: AMD Duron(tm) processor 1104.978 64 BK cache size. | and asoftware RAID1 root filesystem. No software RAID on those boxen to slow down write or speed up read IO. Note that both kernel 2.4 and 2.6 are running on separate machines. | I'm running apache1 with mod_perl. Currently so am I. I have tried apache2 and numerous other possible configurations which might help. | I'd say performance on my system is "usable" but not speedy. I get people moaning on a daily basis that RT is various four letter words that I will refrain from posting here. It is gets annoying. | I'd say the Celeron 600 is probably the biggest bottleneck I noted that this is just for the test box I am using. The test box was installed in order to agressively screw with RT without having to do things on a box people were trying to use to deal with customers. Loading times over 5-10 seconds are out of whack in any case. | what does the load average look like on the machine and | which processes are taking up CPU? There is only one process running most of the time and that is whatever is running the perl - be it apache modperl or whatever. | How much RAM do you have? Plenty. | I noticed large performance increases when I tweaked MySQL I have tried every standard my.cnf provided for different workloads and have tweaked numerous tunables without any performance improvement. | the machine is hitting swap from time to time This machine is not paging out to disk under normal circumstances. I am fully aware of standard UNIX sysadmin tuning and so on. Jon. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBEDQ4eTyyexZHHxERAvmfAJ0f5ouk1jjrUIqBk3ugul0LYy9S8wCgkQpO aTpFV8tn2mPZwf3tbcNozcI= =BbcB -----END PGP SIGNATURE----- From jonathan at jonmasters.org Tue Aug 3 21:02:22 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Wed, 04 Aug 2004 02:02:22 +0100 Subject: [rt-users] Re: [Rt-devel] Performance issues with RT3 (all versions) Message-ID: <4110359E.8010104@jonmasters.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Leon writes: | When I run IE against RT it sometimes take up to a minute before | the ticket is shown. Sounds familiar. Not quite at the punch-the-monitor-hard stage but some folks are definately not happy with the software at the moment. | I have tried Firefox and found that as the info is retrieved fro the | DB, it is displayed. Indeed. That is not really a fix though it helps me out sometimes. | The header will sometime appear a bit slow ( about 5 to | 10 seconds) Indeed. | and then the rest of the info comes through one reply or | comment at a time. Still taking about 30 to 40 seconds. Indeed. | When running top I can see the MasonHandler.fcgi runs at 99% for the | duration of the ticket retrieval. Indeed. However it is not actually issuing many system calls other than occasional poll and block on a socket which is probably connected to the MySQL server. Perhaps there is a problem at the MySQL end but queries seem to be running - although I will do the slow queries logging. Jon. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBEDWeeTyyexZHHxERAnicAJ9cJzIuQE86Fnk/CbRUdL9ioUmxqwCgiPah tZykyMym7n75Lruz2J0gGkQ= =GbZj -----END PGP SIGNATURE----- From cubic at acronis.ru Tue Aug 3 22:02:38 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 04 Aug 2004 06:02:38 +0400 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <41102C0D.3060908@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> <410FF7BE.7090402@acronis.ru> <41102C0D.3060908@jonmasters.org> Message-ID: <411043BE.4070809@acronis.ru> Jon Masters wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Ruslan U. Zakirov wrote: > > jcm>> Debian is configured correctly). > > | so as I understand no memory presure. > > None. > > jcm>> To the system has been added MySQL version 4.0.18 (Debian 4.0.18-5). > > | Turn on log of slow queries with limit 1 second. > > I will look in to this. > > | http://wiki.bestpractical.com/?Debug > | Also can you create full SQL log for one request to Ticket/Display page? > > The problem here again will be producing some fake data to send to you > so I will need some time since I am at a conference tomorrow. > > |> I have also installed RT 3.2.0 as well as other versions. > | > | Does it make any sense if you switch to 3.0.x. > > None. > > jcm>> I have performed database OPTIMIZE, ANALYZE, etc. etc. > > | It doesn't help if you are on InnoDB. Are you? > > I tested my configurations with each MySQL table type in turn and each > time re-installed and reconfigured mysql from a dump. > > | You didn't report what versions of modules and perl do you have? > | mod_perl 1.x or 2.x? if 1.x then DSO or Static? mod_perl1 as DSO(is it working? :) ) see special notes about MP1+DSO. http://wiki.bestpractical.com/?CompilingPerl (mod_perl section) http://wiki.bestpractical.com/?ManualApache > > Tested on mod_perl 1.x and 2.x compiled as DSO from Debian. > > | This output isn't normal > > I know. Hence the reason for posting it - do you think compiling apache > up from source is going to make that much performance difference? Sometimes users report that if perl is compiled with own malloc implementation then mod_perl works much faster. static mod_perl1 could give you up to 10% perfomance bust. > > The trace output suggests that SearchBuilder has some pathological > problem but that output came from a release from CPAN yesterday. As far as I remember SB is stable(perfomance context) long time(mysql) users. HTML::Mason::Request::comp is very slow. May be you have some problems with Mason cache? Something that force Mason to build each time component from scratch. > > Cheers, > > Jon. > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.2 (GNU/Linux) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFBECwNeTyyexZHHxERAsFCAJwPV/A9+6jOKAEnCyvlb+yOF6e0ZQCgnCJl > bxJbCamUn38WCbe2EkicLcY= > =auBK > -----END PGP SIGNATURE----- > From seph at directionless.org Tue Aug 3 22:15:16 2004 From: seph at directionless.org (seph) Date: Tue, 03 Aug 2004 22:15:16 -0400 Subject: [rt-users] Re: this has got to be simple, but....... In-Reply-To: <004e01c47991$e8506c20$0a00a8c0@DELL2> (Raymond Norton's message of "Tue, 3 Aug 2004 14:41:44 -0500") References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2> <004e01c47991$e8506c20$0a00a8c0@DELL2> Message-ID: > <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ > m/^\s*(\d+)\s*$/ ) { > $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } That's not html, not even a little. That's unexecuted mason code. Your apache config is probably wrong. What is it? seph From admin at lctn.org Tue Aug 3 22:18:07 2004 From: admin at lctn.org (Raymond Norton) Date: Tue, 3 Aug 2004 21:18:07 -0500 Subject: [rt-users] Re: this has got to be simple, but....... References: <06cb01c478f4$9b3bd700$0a00a8c0@DELL2><004e01c47991$e8506c20$0a00a8c0@DELL2> Message-ID: <000f01c479c9$4877ba90$0a00a8c0@DELL2> ----- Original Message ----- From: "seph" To: "Raymond Norton" Cc: Sent: Tuesday, August 03, 2004 9:15 PM Subject: Re: this has got to be simple, but....... > > <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ > > m/^\s*(\d+)\s*$/ ) { > > $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } > > That's not html, not even a little. That's unexecuted mason code. Your > apache config is probably wrong. What is it? > > seph Do I need to include more of my config than this? I followed the docs, and do have mod_perl 2 (1.99). What part of the docs should I be looking at that would help me figure this out? This is what I have in httpd.conf: ServerName rt.domain.name DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason From jesse at bestpractical.com Tue Aug 3 23:00:52 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Aug 2004 23:00:52 -0400 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <84E66D2A-E5A5-11D8-A82B-000393030F62@openharbor.com> References: <410FC1D3.8040202@jonmasters.org> <410FE2FD.2070804@tux.datalink.co.za> <84E66D2A-E5A5-11D8-A82B-000393030F62@openharbor.com> Message-ID: <20040804030052.GD4438@pallas.eruditorum.org> On Tue, Aug 03, 2004 at 04:33:26PM -0700, Guy B. Purcell wrote: > I'm running RT 3.0.3 on a Sun V60x, 2x2.8 GHz CPUs, 4 GB RAM, 10k RPM > internal disk, RHEL 2.1WS, apache 1.3.27 w/mod_perl as a DSO, perl > > > I'll gladly supply any hard data you need to help debug this. I'm not > a Perl programmer at all (can't write a lick, but can understand > well-written code; I used to write C), so please be concise in asking > for what you need. Thanks! We've done a _lot_ of tuning within the RT 3.0.x series. It's worth going up to 3.0.11 before spending time trying to tune or profile. > -Guy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From cerion at open-works.co.uk Wed Aug 4 00:50:37 2004 From: cerion at open-works.co.uk (Cerion Armour-Brown) Date: Wed, 4 Aug 2004 06:50:37 +0200 Subject: [rt-users] not sending notifications to users that =?iso-8859-1?q?already=09received?= them In-Reply-To: References: <20040803172929.C199884C29B@pallas.eruditorum.org> Message-ID: <200408040650.37649.cerion@open-works.co.uk> On Wednesday 04 August 2004 01:13, Albert Dvornik wrote: > Todd Chapman writes: > > On the srface this seems like a good idea, but there are issues to > > consider. What RT sends out is based on the configured templates. By > > not sending to some users who are already Cc'd you risk that > > different users see similar but probably different messages. > > OK, this is a very good argument for why this shouldn't be the default > behavior. Agreed. Poss to add a transaction regarding removed Cc's? > I've just put this up on the wiki for now: > http://wiki.bestpractical.com/index.cgi?NotifyNonRecipients Great! Cerion From vadud3 at gmail.com Wed Aug 4 00:47:55 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Wed, 4 Aug 2004 00:47:55 -0400 Subject: [rt-users] Disable AutoReply for certain email address Message-ID: Hi All Is there a way I can disable AutoReply only for some email addresses for a specific queue? Thanks for the help -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From David.Harrison at sensorynetworks.com Wed Aug 4 00:39:45 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Wed, 4 Aug 2004 14:39:45 +1000 (EST) Subject: [rt-users] RT3.2.1 and rt-remind Message-ID: <12355.192.168.119.134.1091594385.squirrel@mail.sensorynetworks.com> Hi all, I've put the script rt-remind.pm into my lib/RT/ directory, but I get the following error when I run it. [Wed Aug 4 04:39:14 2004] [crit]: Undefined subroutine &RT::DropSetGIDPermissions called at ./rt-remind.pm line 105. (rt-3.2.1/lib/RT.pm:257) I'm using RT 3.2.1 on a linux box. I've also looked inside RT.pm and there is no function by that name ... -- Dave Harrison, Systems Administrator, Sensory Networks email: David.Harrison at sensorynetworks.com phone: [W] +61-2-8302-2700 fingerprint: E29F 2D6A FA27 5B0B B429 F8D3 5318 22D6 E775 2241 From news at ilmenau.baw.de Wed Aug 4 01:57:25 2004 From: news at ilmenau.baw.de (Torsten Olschewski) Date: Wed, 04 Aug 2004 07:57:25 +0200 Subject: [rt-users] problem sending cc mail on ticket resolve Message-ID: <41107AC5.2000206@ilmenau.baw.de> Hi, Cc or AdminCc watchers get the mails without problems. If I enter an mailadress in line "Cc:" in the "Resolve Ticket" form, RT do not send any mail to this adress. In rt.log are no error messages. I havn't found a config option for this. Must I setup scrips for that? SuSE 8.2 RT 3.0.11 Perl 5.8.4 Postfix Apache 1.3.27 Modperl 1.27 Regards Torsten From paul.glendenning at sensorynetworks.com Wed Aug 4 02:21:39 2004 From: paul.glendenning at sensorynetworks.com (Paul Glendenning) Date: Wed, 4 Aug 2004 16:21:39 +1000 Subject: [rt-users] Transction content empty during On Correspond Message-ID: <20040804064117.2BE3056D4A@ptraci.internal.sensorynetworks.com> Hi, I'm a RT and perl newbie. We have RT set up at our office for bugs and support. Bugs come into RT and enter a Bugs-unconfirmed queue. A custom scrip forwards the bug request to bugzilla which has been setup with mailif to allow bugs to be added via an email. The bugzilla bug has the [$rtname #$Ticket->id] in the short description so this appears in the subject line of correspondence with bugzilla. This all works. Whenever the bugzilla sends the bug owner (rt-queue-comment) a status update RT runs a custom scrip with a user defined action. The scrip appears below. The purpose is to move the ticket to a different queue depending on the status. In my scrip the content appears to be empty. Can anyone help? -Paul ------------------------------- Description: NotifyFromBugzilla Condition: On Correspond Action: User Defined Template: Global Template Stage: TransactionCreate Custom condition: Custom action preparation code: 1; Custom action cleanup code: my $status_change = 0; my $Ticket = $self->TicketObj; my $Transaction = $self->TransactionObj; my $content = $Transaction->Content(); foreach my $line (split /^/, $content) { if (/What\s*\|Removed\s*\|Added/) { $status_change = 1; } elsif ($status_change == 1) { if (/Status\|[A-Z]+\s*\|RESOLVED|VERIFIED|CLOSED/) { # Change queue, bug has been resolved. my ($status, $msg) = $Ticket->SetQueue("Bugs-resolved"); unless( $status ) { die "Error processing bugzilla notify: $msg"; } last; } elsif (/Status\|[A-Z]+\s*\|NEW|ASSIGNED|REOPENED/) { # Change queue, assume bug has been verified. my ($status, $msg) = $Ticket->SetQueue("Bugs-verified"); unless( $status ) { die "Error processing bugzilla notify: $msg"; } last; } } } return 0; From myqu at hotmail.com Wed Aug 4 03:14:44 2004 From: myqu at hotmail.com (Ada Hui) Date: Wed, 04 Aug 2004 07:14:44 +0000 Subject: [rt-users] Problem with RT-remind on RT2 Message-ID: Dear All, I have a production machine with RT2 and a testing machine with RT3. The rt-remind works prefectly on my RT3 but not RT2. When i run the script on RT2 it give me the error Undefined subroutine &RT::LoadConfig called at ./rt2-remind line 87. I cannot change the production machine to RT3 for some reason and I would like to have the script work. I know the script is designed for RT3. Could someone please help me and let me know what is the difference in RT2 and RT3 that makes the error? My perl knowledge is not that much, please tell me in more details. Thank you very much. Best Regards, Ada Hui _________________________________________________________________ Linguaphone : Learning English? Get Japanese lessons for FREE http://go.msnserver.com/HK/46165.asp From nate at natetech.com Wed Aug 4 03:09:46 2004 From: nate at natetech.com (Nate Duehr) Date: Wed, 4 Aug 2004 01:09:46 -0600 Subject: [rt-users] Re: Performance issues with RT3 (all versions) In-Reply-To: <41103438.5090409@jonmasters.org> References: <41103438.5090409@jonmasters.org> Message-ID: <200408040109.48381.nate@natetech.com> Hi Jon, On Tuesday 03 August 2004 18:56, Jon Masters wrote: > [ apologies for breaking threading for some folks here. Please CC me > with replies as I am subscribed but not currently filing your list. ] Done. Hmm... I just started out with some "basics" - noted that you understand how to do Unix admin -- some don't, and I've spent a lot of time in the last three years helping newbies even *load* Linux, so have built up some bad habits of dumbing everything down to the lowest common denominator. Sorry about that! > | and InnoDB turned on in MySQL (it's off by default if you upgraded to > | Testing and didn't turn it on). > > Oh but I did. In fact I tried a number of different MySQL configurations > and even tinkered with the indexing that RT had chosen. I am not now > thinking that MySQL is at fault here but will run the slow query logging > to provide some figures. Yeah, I saw some of that thread - haven't run into MySQL being the culprit of slowdowns on my system that I can tell, anyway. I'll paste the appropriate parts of the my.cnf here, but I warn you (and anyone reading) these settings weren't gained via any scientific or knowledgeable method -- It was 2AM and I was tinkering and barely reading documentation and I'm not a MySQL guru or anything close to it. (There are folks on this list who are MUCH better MySQL tweakers than I am, I'm sure.) These numbers were STRICTLY a result of a "hey, let's set these values insanely high and let the OS sort out the dang RAM issues!" in a mess-around-with-the-server session one night, very late -- and they seemed to work, so I left them in place. Heck, I might have some of these values so messed up they're causing me harm, I don't know... this RT setup here isn't a business or "production" system other than a group of ten or so volunteer Linux folks would be discouraged if it broke down. skip-locking skip-networking key_buffer = 256M max_allowed_packet = 10M thread_stack = 1M query_cache_limit = 128M query_cache_size = 512M query_cache_type = 1 Let's see... Debian "testing" branch... Kernel: 2.4.26-1-k7 (it does help to use the pre-compiled Debian kernel or your own compiled kernel that's built for your particular processor... how much I can't say, but it helped quite a bit on this Athlon for various other things it does besides RT). Athlon 2500, 512MB RAM (PC2700), Dual 7200 RPM IDE disks on opposite IDE controllers (hdparm -t says the buffered read speed from the md device wanders from 8 MB/s to 12 MB/s... haven't ever bothered with any bonnie++ tests.) > The processor in the production box is something over 1GHz with 1GB RAM: Note: Athlon 2500 is a native clock speed of 1.8 GHz, if I remember correctly. > I get people moaning on a daily basis that RT is various four letter > words that I will refrain from posting here. It is gets annoying. Just a side-thought -- have you investigated network overload issues or bottlenecks in the network getting to/from the RT machine during the timeframe people are complaining? How many users do you typically have hitting it simultaneously? I *rarely* see more than 2 users at a time on this system but it is doing a number of other things, probably the biggest one is it also runs spamc for a medium-load mail server. > Loading times over 5-10 seconds are out of whack in any case. Loading times of what -- the queue list, a ticket, a bunch of tickets in a search? It will probably make a difference. Also how often are "idling" clients reloading the main page? > There is only one process running most of the time and that is whatever > is running the perl - be it apache modperl or whatever. I usually only see apache itself jump to the top of a quickly-updating (1 second refresh) top screen, rarely do I see MySQL pop up there long enough to matter, and I never see anything named "perl", although of course, I know it's running. Let's see... what else... um, this is RT 3.0.11 from Debian... can't remember if you said which version you were on. I'm sitting here (yet another late night e-mail/hacking session) trying to think of other parameters to either share that might help you find your performance issue, or ones to ask you about. Hmmm. Just for comparison, I did a search against our tickets that returned 2979 tickets in a search list and I selected "unlimited" number of tickets displayed at one time. It took 147 seconds for apache to finish handing it all out to my laptop over 802.11g wireless with konqueror showing an average of 12.0 Kb/s throughput to the browser during the transfer. Apache and MySQL fought over the single CPU with apache always much heavier than mysql -- typical numbers were 80% apache, <20% mysql with other sundry apps running at the same time as well. Like I said, "usable" but definitely not "speedy". It's really rare that anyone would ever need to show all those tickets at the same time in a search like that. For the more typical "show 50 tickets" the query was over and the data displayed in less than 3 seconds. Closer to 2, but too fast for me to really measure easily. Pulling up one of those tickets with a 43.5 K file attachment was also too fast to measure realistically. Okay, I'm fading fast... time for bed... hopefully something here helps. Nothing here was done to the level of professionalism I have to deal with at work -- this box is just a hodgepodge of various tools and toys for home stuff. -- Nate Duehr, nate at natetech.com From T.D.Bishop at kent.ac.uk Wed Aug 4 03:35:55 2004 From: T.D.Bishop at kent.ac.uk (Tim Bishop) Date: Wed, 4 Aug 2004 08:35:55 +0100 Subject: [rt-users] Re: Problem with RT-remind on RT2 In-Reply-To: References: Message-ID: <20040804073555.GA23251@myrtle.kent.ac.uk> On Wed, Aug 04, 2004 at 07:14:44AM +0000, Ada Hui wrote: > I have a production machine with RT2 and a testing machine with RT3. The > rt-remind works prefectly on my RT3 but not RT2. When i run the script on > RT2 it give me the error > > Undefined subroutine &RT::LoadConfig called at ./rt2-remind line 87. > > I cannot change the production machine to RT3 for some reason and I would > like to have the script work. I know the script is designed for RT3. Could > someone please help me and let me know what is the difference in RT2 and > RT3 that makes the error? My perl knowledge is not that much, please tell > me in more details. Thank you very much. I'm afraid I can't help here - I've not used RT2, nor do I have access to an RT2 system. Cheers, Tim. -- Tim Bishop, Computer Science Computing Officer. PGP Key: 0x2950BFF8 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 185 bytes Desc: not available URL: From wash at wananchi.com Wed Aug 4 06:33:34 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Wed, 4 Aug 2004 13:33:34 +0300 Subject: [rt-users] RT3.2.1 and rt-remind In-Reply-To: <12355.192.168.119.134.1091594385.squirrel@mail.sensorynetworks.com> References: <12355.192.168.119.134.1091594385.squirrel@mail.sensorynetworks.com> Message-ID: <20040804103334.GB4780@ns2.wananchi.com> * Dave Harrison [20040804 08:13]: wrote: > Hi all, > > I've put the script rt-remind.pm into my lib/RT/ directory, but I get the > following error when I run it. > > [Wed Aug 4 04:39:14 2004] [crit]: Undefined subroutine > &RT::DropSetGIDPermissions called at ./rt-remind.pm line 105. > (rt-3.2.1/lib/RT.pm:257) > > I'm using RT 3.2.1 on a linux box. > I've also looked inside RT.pm and there is no function by that name ... > I see the same here: [root at ns2]#perl rt-remind.pl [Wed Aug 4 10:22:53 2004] [crit]: Undefined subroutine &RT::DropSetGIDPermissions called at rt-remind.pl line 111. (/opt/rt3/lib/RT.pm:257) cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Wed Aug 4 06:46:41 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Wed, 4 Aug 2004 13:46:41 +0300 Subject: [rt-users] Microsoft SQL Server In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0CD2@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0CD2@EXCHANGE4> Message-ID: <20040804104641.GC4780@ns2.wananchi.com> * Brett Barnhart [20040803 23:41]: wrote: > I have RT up and running on a Fedora Linux box running mySQL. My company has > several production SQL servers that are backed up, raided, etc running > Microsoft SQL Server. > > Is it possible to move the DB from my Linux box to SQL Server? From my > company's perspective, there are lots of advantages to doing this. > > I am not concerned with moving Data over to the new box (we are just > starting to use it) but does anyone have a script to create the appropriate > tables and permissions? We are also using RTFM. > > I assume that it is just a matter of editing the config file to point to the > new database location. > > Any help would be great! A quick look at RT (rt-3.2.1) tells me that RT does not support Microshit SQL servers. This was gleaned from the ./configure options for rt-3.2.1 : --with-db-type=TYPE sort of database RT will use (default: mysql) (mysql, Pg, Oracle, Informix and SQLite are valid) Which one of those is SQL server? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From jonas.lindvall at alltele.se Wed Aug 4 06:42:13 2004 From: jonas.lindvall at alltele.se (Jonas Lindvall (AllTele)) Date: Wed, 4 Aug 2004 12:42:13 +0200 Subject: [rt-users] Question RT Statics Message-ID: <00ef01c47a0f$b5c10340$3708a8c0@alltele.se> Problem with Statics on RT.3. I dont get the images to show, how can I se what is the error Apache log?? RT Log?? Those dont say anything. Is there any GD log?? Where to start looking, probably a GD problem ./Jonas -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonathan at jonmasters.org Wed Aug 4 06:59:42 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Wed, 04 Aug 2004 11:59:42 +0100 Subject: [rt-users] Re: Performance issues with RT3 (all versions) In-Reply-To: <200408040109.48381.nate@natetech.com> References: <41103438.5090409@jonmasters.org> <200408040109.48381.nate@natetech.com> Message-ID: <4110C19D.2000408@jonmasters.org> Nate Duehr wrote: > Hmm... I just started out with some "basics" This is why I always feel compelled to write extremely verbose initial messages on these lists - I have to instantly demonstrate to you that as someone who spends most of the day hacking on embedded boxes and does occasional sysadmin we can just get right down to the point :-). > haven't run into MySQL being the culprit In my experience on small scale systems MySQL is ressonable. > Just a side-thought -- have you investigated network overload issues or > bottlenecks in the network getting to/from the RT machine There are no problems. > during the timeframe people are complaining? Continuously. > How many users do you typically have hitting it simultaneously? One or two users. This is what I would call a small installation which should not push RT at all but performance is dreadful. jcm>>Loading times over 5-10 seconds are out of whack in any case. > Loading times of what -- the queue list That takes at least 5-10 seconds but perhaps much longer. > a ticket That takes perhaps even a minute. > Also how often are "idling" clients reloading the main page? Usually one person uses RT and rarely will someone else in the building have a ticket to look at or be covering if our support guy is away. >>There is only one process running most of the time and that is whatever >>is running the perl - be it apache modperl or whatever. > I usually only see apache itself jump to the top of a quickly-updating (1 > second refresh) top screen That is my point. > rarely do I see MySQL pop up there long enough to matter Which of course means nothing since it could be blocking on IO and apache might just be sitting in a tight pointless loop. > and I never see anything named "perl" However you will not because you are using mod_perl as am I. > Let's see... what else... um, this is RT 3.0.11 from Debian... can't remember > if you said which version you were on. Pretty much every release in the 3.x series from bestpractical.com. > For the more typical "show 50 tickets" the query was over and the data > displayed in less than 3 seconds. That would be fine. > Pulling up one of those tickets with a 43.5 K file attachment was also too > fast to measure realistically. That would be fine. Jon. From jamie.baddeley at fx.net.nz Wed Aug 4 06:53:34 2004 From: jamie.baddeley at fx.net.nz (jamie baddeley) Date: Wed, 04 Aug 2004 22:53:34 +1200 Subject: [rt-users] Password Encryption In-Reply-To: <410EC9B1.9050904@acronis.ru> References: <410EC9B1.9050904@acronis.ru> Message-ID: <1091616814.24110.26.camel@munter> that was me, although it was for libapache-mod-auth-pgsql... I could send you the code, and you could use that as a hacking guide... jamie On Tue, 2004-08-03 at 11:09, Ruslan U. Zakirov wrote: > MikeHamilton at clovisusd.k12.ca.us wrote: > > > > So my guess then is that I won't be able to do it - am I right? > With current code as I think no. > You can hack RT or auth_mod(perl part may be can be ok) that you're > going to use. > > As I recall someone post solution that he use to solve this task. > > > > > > > *"Ruslan U. Zakirov" * > > Sent by: rt-users-bounces at lists.bestpractical.com > > > > 08/02/2004 03:30 PM > > > > > > To > > MikeHamilton at clovisusd.k12.ca.us > > cc > > rt-users at lists.bestpractical.com > > Subject > > Re: [rt-users] Password Encryption > > > > > > > > > > > > > > > > > > MikeHamilton at clovisusd.k12.ca.us wrote: > > > > > > I am considering using RT to authenticate our techs to a little Perl > > > application that I have written. Since I would like to keep the number > > > of passwords for them down and we do not yet have an LDAP server, I > > > thought I would try to use RT. I am using mod_auth_mysql with Apache > > > with AuthMySQLMD5Passwords set to "On" and the auth isn't working. If I > > > put an MD5 sum in a test database and test that, I can use > > > mod_auth_mysql to authenticate. When I use the password from RT however, > > > the resulting hash is different. Am I missing something? > > Yes, you didn't read FAQ. > > http://wiki.bestpractical.com/?FAQ > > It's Base64 encoded MD5 hash. > > > > > > > > > > > ------------------------------------------------------------------------ > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From kfh at mqsoftware.com Wed Aug 4 08:48:46 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 4 Aug 2004 07:48:46 -0500 Subject: [rt-users] Question RT Statics Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD58540F@mailservermn.mqsoftware.com> Well, it's hard to say. First, run check the apache error logs (and maybe access log to see what it thinks your browser requested), then the tests that come with GD. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc. 952.345.8677 kfh at mqsoftware.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonas Lindvall (AllTele) Sent: Wednesday, August 04, 2004 5:42 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Question RT Statics Problem with Statics on RT.3. I dont get the images to show, how can I se what is the error Apache log?? RT Log?? Those dont say anything. Is there any GD log?? Where to start looking, probably a GD problem ./Jonas -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Wed Aug 4 09:05:25 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 04 Aug 2004 08:05:25 -0500 Subject: [rt-users] Re: Performance issues with RT3 (all versions) In-Reply-To: <200408040109.48381.nate@natetech.com> References: <41103438.5090409@jonmasters.org> <200408040109.48381.nate@natetech.com> Message-ID: <1091624725.25511.23.camel@les-home.futuresource.com> On Wed, 2004-08-04 at 02:09, Nate Duehr wrote: > Athlon 2500, 512MB RAM (PC2700), Dual 7200 RPM IDE disks on opposite IDE > controllers (hdparm -t says the buffered read speed from the md device > wanders from 8 MB/s to 12 MB/s... haven't ever bothered with any bonnie++ > tests.) That's pretty slow for modern equpment. I usually see 60+MB on single or software-mirrored scsi and 40-60MB on IDE (don't have any raided IDE...). Be sure you have good 80-wire cables and you see something like: hda: 195371568 sectors (100030 MB) w/2048KiB Cache, CHS=12161/255/63, UDMA(100) in dmesg. That may not be the real problem, but it is something you should be able to improve. --- Les Mikesell les at futuresource.com From jasona at medikredit.co.za Wed Aug 4 08:42:14 2004 From: jasona at medikredit.co.za (Jason Armstrong) Date: Wed, 04 Aug 2004 14:42:14 +0200 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <410FC1D3.8040202@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> Message-ID: <1091623334.1719.54.camel@floater9> I have a related question regarding RT performance. Due to many interventions in the code base, a company I'm consulting to is stuck with rt2. I want to use mod_proxy to speed up the performance. However, I have read that for caching using mod_proxy: > You have to produce correct Content-Length, Last-Modified and Expires > http headers for it to work. As far as I can see, RT2 is not sending these headers. Has any got this working (apache, mod_perl, rt + mod_proxy)? Where can the headers safely be calculated and sent? Are there any issues with this setup? Links to documentation? Thanks. -- Jason Armstrong From rtusers at memory.blank.org Wed Aug 4 09:43:06 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Wed, 4 Aug 2004 09:43:06 -0400 Subject: [rt-users] RT 3.2.1 from freebsd-ports In-Reply-To: <20040803203156.GA1475@laptop.lambertfam.org> References: <20040726160300.GB2376@computing-services.oxford.ac.uk> <20040726185205.GK11039@blank.org> <20040726185923.GG16804@pallas.eruditorum.org> <20040803143655.GG11039@blank.org> <20040803203156.GA1475@laptop.lambertfam.org> Message-ID: <20040804134306.GN11039@blank.org> In the immortal words of Scott Lambert (lambert at lambertfam.org): > > After 'portdowngrade'ing perl to 5.8.4, did you ? > > portupgrade -fr perl -x perl-5.8.4 > > That may or may not help. Wow, my CPUs hate you now. :) Anyway, for the record, after rebuilding pretty much everything on this server twice, I finally got half a clue and realized... ...that the RT-Statistics-0.15 package has a slightly incompatibility with RT 3.2.x: the "Tabs" page it puts in local/html/Elements contains a link to the old, rt-3.0-style search function, i.e.: B => { title => loc('Tickets'), path => 'Search/Listing.html' }, Replacing that with the link from the base Elements file, i.e.: B => { title => loc('Tickets'), path => 'Search/Build.html' }, ...solved the problem. May I suggest that Listing.html become an alias to Build.html in 3.2.2? -n ------------------------------------------------------------ "[The] cover blurb calls Baudrillard `the most important French thinker of the past twenty years' -- which sounds impressive, until you think of the competition." (--Scott McLemee) ---------------------------------------------------- From rainer at ultra-secure.de Wed Aug 4 10:03:27 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 04 Aug 2004 16:03:27 +0200 Subject: [rt-users] Recommended hardware In-Reply-To: <1091562283.13734.349.camel@cluck.qsent.com> References: <1091562283.13734.349.camel@cluck.qsent.com> Message-ID: <1091628206.15648.5.camel@linux-mobile.example.net> Am Di, 2004-08-03 um 21.44 schrieb Rick Rezinas: > Hello, > > I am running RT on a small machine now, but have been tasked with > upgrading the hardware to improve performance as it becomes more visible > outside of my department. > > We are a solaris shop, I run apache with mod_perl, all RT-related > software is up-to-date (as of 2 weeks ago). > > So, my question is this. When looking at new hardware, what are the > hardware parameters that are considered most important for RT > performance? > SUN has a tutorial on RT on their bigadmin website. Some days/weeks ago, someone from SUN posted a hardware-setup for their internal RT setup. IIRC, 2*R420, fully spec'ed ... If you have the money, go for it ;-) You can always buy one of their Dual-Xeons or new Opterons and use Solaris x86 - I'm pretty sure, they'll be able to help you with that, too. Rainer From wash at wananchi.com Wed Aug 4 10:45:38 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Wed, 4 Aug 2004 17:45:38 +0300 Subject: [rt-users] Tickets Display and Rights Message-ID: <20040804144538.GF67759@ns2.wananchi.com> Hello users, I am running rt-3.2.1 here with MySQL-3.23.58 and apache-1.3.31+mod_perl1 on FreeBSD. Now that I've given the standard greeting ;) .. I would like to find out if someone has managed to do the following: We have designated a user to be the manager (not superuser) in RT and she has asked me the following questions: 1. Can I get the following rights or get them customised if possible. a. Establish how many tickets each individual owns at a glance e.g. At a glance I can see that user1 has 5 open tickets, user2 has 3 open tickets, etc b. Can I also be able to get rights to see ALL outgoing correspondence and comments made on tickets rather than searching through each one. I.E. I am either cc'd in all correspondence or Bcc'd? c. Statistics for open tickets and stalled: I would like have the total generated and I can search for say one month back / two weeks etc Looking at (a), it seems something quite doable, bar for my lack of programming skills. But I believe the info can be easily presented on a link on the main Ticket display page. It's a matter of sql queries and displaying, yes? Perhaps I should just run the query and send here the output. (b) seems something that is easy to do via a Scrip, once I have given/ designated her the proper Global role, yes? (c) It is easy to get the stats for open and stalled tickets, but the searches - I wonder why the hell she needs that. This can be done using Ticket Search, yes? Or am I just not understanding her needs? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From admin at lctn.org Wed Aug 4 10:54:37 2004 From: admin at lctn.org (Raymond Norton) Date: Wed, 4 Aug 2004 09:54:37 -0500 Subject: [rt-users] error 255 Message-ID: <011201c47a32$f6cbc780$0a00a8c0@DELL2> When I try to "make initialize-database" I get the following error. My.cnf does not contain any lines with "skip-innodb" in it. I am installing the newest stable version of rt on a new fedora core 2 box. [root at localhost rt-3.2.1]# make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. RT requires that MySQL be InnoDB table support be enabled. Remove the 'skip-innodb' line from your my.cnf file, restart MySQL, and try again. make: *** [initialize-database] Error 255 Raymond Norton LCTN admin at lctn.org To Infinity and beyond! --Buzz Lightyear From mbochynski at audiumcorp.com Wed Aug 4 11:07:13 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Wed, 04 Aug 2004 11:07:13 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate Message-ID: <1091632032.1186.30.camel@europium.audiumcorp.com> Hi, I am trying to use custom scripts in RT3.2.1. I have my custom script performing the required actions, such as opening ticket, adding an AdmiCC based of certain criteria, however I cannot send a notification. I tried to set up different stages, but it looks like TransactionBatch doesn't work at all. Even the predefined scripts weren't executed, when I changed the stage to TransactionBatch. On TransactionCreate (onCreate condition) the notification will not be send to AdminCC. Is there any other way to send notification to an AdminCC just after adding him/her o a newly created ticket? Regards, Michael From cubic at acronis.ru Wed Aug 4 11:11:47 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 04 Aug 2004 19:11:47 +0400 Subject: [rt-users] Tickets Display and Rights In-Reply-To: <20040804144538.GF67759@ns2.wananchi.com> References: <20040804144538.GF67759@ns2.wananchi.com> Message-ID: <4110FCB3.6080903@acronis.ru> Odhiambo Washington wrote: > Hello users, > > I am running rt-3.2.1 here with MySQL-3.23.58 and > apache-1.3.31+mod_perl1 on FreeBSD. > > Now that I've given the standard greeting ;) .. > > I would like to find out if someone has managed to do the following: > > We have designated a user to be the manager (not superuser) in RT and > she has asked me the following questions: > > > > 1. Can I get the following rights or get them customised if possible. > > a. Establish how many tickets each individual owns at a glance > e.g. At a glance I can see that user1 has 5 open tickets, user2 > has 3 open tickets, etc You can't do it with granting rights, but can do some magic scrips that close ticket just after open under some condition. It would be hacky a little. Also you can use Approval subsystem as I think. > > b. Can I also be able to get rights to see ALL outgoing correspondence > and comments made on tickets rather than searching through each one. > I.E. I am either cc'd in all correspondence or Bcc'd? We do it. We set TaskManagers group as AdminCc. AdminCcs are notified with all correspondence. > > c. Statistics for open tickets and stalled: I would like have the total > generated and I can search for say one month back / two weeks etc RT Statistics package. > > > > > Looking at (a), it seems something quite doable, bar for my lack of > programming skills. But I believe the info can be easily presented > on a link on the main Ticket display page. It's a matter of sql queries > and displaying, yes? Perhaps I should just run the query and send here > the output. > > (b) seems something that is easy to do via a Scrip, once I have given/ > designated her the proper Global role, yes? Queue or Global or Ticket roles. Just set required notification scrips. > > (c) It is easy to get the stats for open and stalled tickets, but the > searches - I wonder why the hell she needs that. This can be done > using Ticket Search, yes? Search isn't flexible for this, but posible. > > Or am I just not understanding her needs? From cubic at acronis.ru Wed Aug 4 11:20:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 04 Aug 2004 19:20:50 +0400 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <1091632032.1186.30.camel@europium.audiumcorp.com> References: <1091632032.1186.30.camel@europium.audiumcorp.com> Message-ID: <4110FED2.6090204@acronis.ru> It doesn't work unless you enable $RT::UseTransactionBatch in RT config. Expected behavior: http://wiki.bestpractical.com/?ScripExecOrder It doesn't work as expected unless you don't apply patch that I sent to rt-devel. Current behavior: If first Transaction in Batch is applicable then scrip would be executed in other case no. I wrote about all missfeatures. This feature would be introduced in 3.4 may be with other stages. Look for more info in rt-devel list. Michael Bochynski wrote: > Hi, > > I am trying to use custom scripts in RT3.2.1. I have my custom script > performing the required actions, such as opening ticket, adding an > AdmiCC based of certain criteria, however I cannot send a notification. > > I tried to set up different stages, but it looks like TransactionBatch > doesn't work at all. Even the predefined scripts weren't executed, when > I changed the stage to TransactionBatch. On TransactionCreate (onCreate > condition) the notification will not be send to AdminCC. > > Is there any other way to send notification to an AdminCC just after > adding him/her o a newly created ticket? > > Regards, > Michael > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From m-liebman at northwestern.edu Wed Aug 4 11:38:14 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 4 Aug 2004 11:38:14 -0400 Subject: [rt-users] Tickets Display and Rights In-Reply-To: <20040804144538.GF67759@ns2.wananchi.com> References: <20040804144538.GF67759@ns2.wananchi.com> Message-ID: <20040804153814.GA3781@SDF.LONESTAR.ORG> On Wed, Aug 04, 2004 at 05:45:38PM +0300, Odhiambo Washington wrote: > a. Establish how many tickets each individual owns at a glance > e.g. At a glance I can see that user1 has 5 open tickets, user2 > has 3 open tickets, etc Have a look at the Buglist http://download.bestpractical.com/pub/rt/contrib/3.0/Buglist.html for an example of a custom report. That list groups by a "milestone" custom field, but you could just as easily group by owner. > b. Can I also be able to get rights to see ALL outgoing correspondence > and comments made on tickets rather than searching through each one. > I.E. I am either cc'd in all correspondence or Bcc'd? Set the user or a group global AdminCC rights and add them as an AdminCC watcher on every queue. Make sure you have global OnCorrespond and OnComment Notify AdminCCs scrips. > c. Statistics for open tickets and stalled: I would like have the total > generated and I can search for say one month back / two weeks etc Check out the statistics package at http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From Richard.Ellis at Sun.COM Wed Aug 4 11:45:30 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 04 Aug 2004 16:45:30 +0100 Subject: [rt-users] Re: Recommend Hardware In-Reply-To: <20040804153738.1CA0184C328@pallas.eruditorum.org> References: <20040804153738.1CA0184C328@pallas.eruditorum.org> Message-ID: <1091634329.49722.45.camel@sr-egmp03-05> > Message: 4 > Date: Wed, 04 Aug 2004 16:03:27 +0200 > From: Rainer Duffner > Subject: Re: [rt-users] Recommended hardware > To: Rick Rezinas > Cc: rt-users at lists.bestpractical.com > Message-ID: <1091628206.15648.5.camel at linux-mobile.example.net> > Content-Type: text/plain > > Am Di, 2004-08-03 um 21.44 schrieb Rick Rezinas: > > Hello, > > > > I am running RT on a small machine now, but have been tasked with > > upgrading the hardware to improve performance as it becomes more visible > > outside of my department. > > > > We are a solaris shop, I run apache with mod_perl, all RT-related > > software is up-to-date (as of 2 weeks ago). > > > > So, my question is this. When looking at new hardware, what are the > > hardware parameters that are considered most important for RT > > performance? > > > > > SUN has a tutorial on RT on their bigadmin website. > Some days/weeks ago, someone from SUN posted a hardware-setup for their > internal RT setup. > > IIRC, 2*R420, fully spec'ed ... > If you have the money, go for it ;-) > > > You can always buy one of their Dual-Xeons or new Opterons and use > Solaris x86 - I'm pretty sure, they'll be able to help you with that, > too. > > > > > Rainer > > > One of our original dev machines was an Ultra 10 with 1 gig of RAM, but we now use E420R's, fully specc'd, not becuase RT needs it, but because we had them spare in the lab following an upgrade to another production system. RAM is definately the most important thing From vovk at ncbi.nlm.nih.gov Wed Aug 4 12:14:59 2004 From: vovk at ncbi.nlm.nih.gov (Andrey Vovk) Date: Wed, 4 Aug 2004 12:14:59 -0400 Subject: [rt-users] rt2-to-rt3 problem Message-ID: <20040804161459.GD11848@pyxis.ncbi.nlm.nih.gov> Hi, We use RT2 in production last 2.5 years on Linux and Solaris. One of our installations has ~50K tickets in it. There were some problems, but I'd say we are happy with what we have. I'm trying to upgrade RT to 3.2.1. I've build a separate database and started a new RT. The web interface works fine. The problem is with rt2-to-rt3. Export went fine, no errors or warnings. Import breakes something. dumpfile-to-rt-3.0 does not want to create users with email addresses from our domain (others are OK): ... .uCreating user somebody at ncbi.nlm.nih.gov .Failed to create user for$VAR1 = { 'Comments' => 'Autocreated on ticket submission', 'RealName' => 'Name Lastname', 'Creator' => '1', 'EmailAddress' => 'somebody at ncbi.nlm.nih.gov', 'LastUpdatedBy' => '1', 'Created' => '2003-02-28 22:11:26', 'Name' => 'somebody at ncbi.nlm.nih.gov', 'LastUpdated' => '2003-02-28 22:11:26' }; ... After that, when it imports tickets, there are errors with the same address: ... .t-1684 Failed to create user 'somebody at ncbi.nlm.nih.gov': Email address in use .t-8597 ... MySQL 4.0.17 on a separate Linux box, Perl 5.8.5 and RT on a Solaris 8 machine. Any help, thoughts would be grately appriciated. Thanks -- Andrey L Vovk NCBI Systems Group NIH Contractor From jesse at bestpractical.com Wed Aug 4 12:34:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Aug 2004 12:34:50 -0400 Subject: [rt-users] not sending notifications to users that already received them In-Reply-To: References: <20040803172929.C199884C29B@pallas.eruditorum.org> Message-ID: <20040804163450.GH4438@pallas.eruditorum.org> > > RT 3.2 also records all out-going e-mails. By not sending to some > > users you will not have the positive confirmation that e-mail was > > sent to a particular user. > > The only *truly* positive confirmation would be a return receipt from > the user's mail system, no? That's confirmation of receipt, not of sending ;) > > --bert > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From garrett at scriptpro.com Wed Aug 4 08:33:29 2004 From: garrett at scriptpro.com (Garrett Goebel) Date: Wed, 4 Aug 2004 07:33:29 -0500 Subject: [rt-users] Microsoft SQL Server Message-ID: <71BEC0D4E1DED3118F7A009027B1202809D244A9@EXCH_MISSION> Brett Barnhart wrote: > > I have RT up and running on a Fedora Linux box running mySQL. > My company has several production SQL servers that are backed > up, raided, etc running Microsoft SQL Server. > > Is it possible to move the DB from my Linux box to SQL Server? > From my company's perspective, there are lots of advantages to > doing this. > > I am not concerned with moving Data over to the new box (we are > just starting to use it) but does anyone have a script to create > the appropriate tables and permissions? We are also using RTFM. > > I assume that it is just a matter of editing the config file to > point to the new database location. You know what they say about assumptions... RT to my knowledge does not yet run on MS SQL Server. There's a different variant of SQL for each database vendor. The schema definition, sql querying syntax, and optimizations of indexes, constraints, etc. will be different for mysql, postgresql, oracle, etc. That said, the design of RT makes the support of other database backends possible. But it will still be a lot of work. -Unless someone is sitting on the code for the MS SQL support... I'm a lurker on the RT lists. The initial need which led me to investigate RT went away. But I'm still lurking, hoping to find the time and an excuse to bring up a production implementation of RT for some purpose or another. If/when I find the excuse, I'll be in the same camp as you. So please, keep me updated on your progress. And if you get stuck or need a second opinion, drop me a note. If you haven't already, you'll probably want to check out www.freetds.org. FreeTDS is a project which implements the tabular datastream protocol which you can use on UNIXes with Perl and DBD::ODBC or DBD::Sybase to communicate with Sybase and MS SQL database servers. Garrett -- Garrett Goebel IS Development Specialist ScriptPro Direct: 913.403.5261 5828 Reeds Road Main: 913.384.1008 Mission, KS 66202 Fax: 913.384.2180 www.scriptpro.com garrett at scriptpro dot com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Wed Aug 4 12:48:45 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 04 Aug 2004 12:48:45 -0400 Subject: [rt-users] error 255 In-Reply-To: <011201c47a32$f6cbc780$0a00a8c0@DELL2> References: <011201c47a32$f6cbc780$0a00a8c0@DELL2> Message-ID: <1091638124.6394.14.camel@zoq-fot-pik.mit.edu> On Wed, 2004-08-04 at 10:54, Raymond Norton wrote: > When I try to "make initialize-database" I get the following error. My.cnf > does not contain any lines with "skip-innodb" in it. I am installing the > newest stable version of rt on a new fedora core 2 box. Hrm. What version of MySWL are you running, and what is the output of: myql -u root -p -e 'show variables;' | grep have_innodb - Alex -- Networking -- one letter away from not working From admin at lctn.org Wed Aug 4 12:56:54 2004 From: admin at lctn.org (Raymond Norton) Date: Wed, 4 Aug 2004 11:56:54 -0500 Subject: [rt-users] error 255 References: <011201c47a32$f6cbc780$0a00a8c0@DELL2> <1091638124.6394.14.camel@zoq-fot-pik.mit.edu> Message-ID: <002801c47a44$0db9c620$0a00a8c0@DELL2> > Hrm. What version of MySWL are you running, and what is the output of: > myql -u root -p -e 'show variables;' | grep have_innodb mysql-3.23.58-9 [root at localhost root]# mysql -u root -p -e 'show variables;' | grep have_innodb Enter password: have_innodb DISABLED From alexmv at bestpractical.com Wed Aug 4 13:24:34 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 04 Aug 2004 13:24:34 -0400 Subject: [rt-users] error 255 In-Reply-To: <002801c47a44$0db9c620$0a00a8c0@DELL2> References: <011201c47a32$f6cbc780$0a00a8c0@DELL2> <1091638124.6394.14.camel@zoq-fot-pik.mit.edu> <002801c47a44$0db9c620$0a00a8c0@DELL2> Message-ID: <1091640274.6399.20.camel@zoq-fot-pik.mit.edu> On Wed, 2004-08-04 at 12:56, Raymond Norton wrote: > mysql-3.23.58-9 > [snip] > have_innodb DISABLED InnoDB support is not enabled by default in mysql-3.23; see http://dev.mysql.com/doc/mysql/en/InnoDB_in_MySQL_3.23.html for details. Adding the following to the [mysql] section should suffice: innodb_data_file_path=ibdata1:10M:autoextend I will update build process with that suggestion for mysql < 4. - Alex -- Networking -- one letter away from not working From jesse at bestpractical.com Wed Aug 4 13:24:09 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Aug 2004 13:24:09 -0400 Subject: [rt-users] error 255 In-Reply-To: <1091640274.6399.20.camel@zoq-fot-pik.mit.edu> References: <011201c47a32$f6cbc780$0a00a8c0@DELL2> <1091638124.6394.14.camel@zoq-fot-pik.mit.edu> <002801c47a44$0db9c620$0a00a8c0@DELL2> <1091640274.6399.20.camel@zoq-fot-pik.mit.edu> Message-ID: <20040804172409.GK4438@pallas.eruditorum.org> > I will update build process with that suggestion for mysql < 4. Along with the big, big note that RT is 100% unsupported on mysql versions before 4.0.x, right? ;) Jesse > - Alex > > -- > Networking -- one letter away from not working > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From admin at lctn.org Wed Aug 4 13:40:44 2004 From: admin at lctn.org (Raymond Norton) Date: Wed, 4 Aug 2004 12:40:44 -0500 Subject: [rt-users] error 255 References: <011201c47a32$f6cbc780$0a00a8c0@DELL2> <1091638124.6394.14.camel@zoq-fot-pik.mit.edu> <002801c47a44$0db9c620$0a00a8c0@DELL2> <1091640274.6399.20.camel@zoq-fot-pik.mit.edu> Message-ID: <04cc01c47a4a$2b823a60$0a00a8c0@DELL2> > InnoDB support is not enabled by default in mysql-3.23; see > http://dev.mysql.com/doc/mysql/en/InnoDB_in_MySQL_3.23.html for > details. Adding the following to the [mysql] section should suffice: > innodb_data_file_path=ibdata1:10M:autoextend > I will update build process with that suggestion for mysql < 4. Thank you! That worked:) From dmd at speakeasy.org Wed Aug 4 13:51:43 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 4 Aug 2004 10:51:43 -0700 (PDT) Subject: [rt-users] update all users at once not receiving comments Message-ID: Howdy, When closing multiple tickets with "update tickets at once", from the screen to set status to resolved, if I comment in the box the users never get the comment. This is on a queue that normally does send whats in the comment box upon an individual ticket close. scrip if needed see below. Any ideas what needs to be enabled? Kind regards, Dave D +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Resolve Notify Requestors with Queue template Resolved template Resolved: From: Company Name Reply-To: Company Name Subject: {$Ticket->Subject} { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->GotoFirstItem; while (my $Transaction = $Transactions->Next) { $resolution_comment = $Transaction->Content() if $Transaction->Type eq 'Comment'; } $OUT .= $resolution_comment; $OUT; } From jesse at bestpractical.com Wed Aug 4 14:45:06 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Aug 2004 14:45:06 -0400 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <411029FD.3000301@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> <20040803165254.GL16804@pallas.eruditorum.org> <411029FD.3000301@jonmasters.org> Message-ID: <20040804184506.GO4438@pallas.eruditorum.org> > | So. How much RAM do you have in these machines? > > Sufficient level that vmstat monitoring confirms that swapping is not > the issue here Jesse. Production box is not paging out at all. I never said anything about swapping. But it _is_ important to make sure you've told your database how much ram you have and how to best make use of it. From mjoseff at yellowbrix.com Wed Aug 4 14:57:13 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Wed, 4 Aug 2004 14:57:13 -0400 (EDT) Subject: [rt-users] RT_System - Outgoing email about a comment recorded Message-ID: Just upgraded to RT 3.2.1 and now every outgoing email comment gets recorded. Is there a way to turn that off? I'm just getting a bunch of duplicate entries now. -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From jesse at bestpractical.com Wed Aug 4 14:52:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Aug 2004 14:52:28 -0400 Subject: [rt-users] RT_System - Outgoing email about a comment recorded In-Reply-To: References: Message-ID: <20040804185228.GP4438@pallas.eruditorum.org> Perhaps the "Outgoing email" section of the configuration file is worth a look: # By default, RT records each message it sends out to its own internal # database. # To change this behaviour, set $RecordOutgoingEmail to 0 Set($RecordOutgoingEmail, 1); On Wed, Aug 04, 2004 at 02:57:13PM -0400, Matthew Joseff wrote: > > Just upgraded to RT 3.2.1 and now every outgoing email comment gets > recorded. Is there a way to turn that off? I'm just getting a bunch of > duplicate entries now. > > -- > Matthew Joseff, Director Technical Operations > (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 > YellowBrix - Transforming Content Into Action. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From mbochynski at audiumcorp.com Wed Aug 4 15:02:30 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Wed, 04 Aug 2004 15:02:30 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <4110FED2.6090204@acronis.ru> References: <1091632032.1186.30.camel@europium.audiumcorp.com> <4110FED2.6090204@acronis.ru> Message-ID: <1091646150.2415.4.camel@europium.audiumcorp.com> On Wed, 2004-08-04 at 11:20, Ruslan U. Zakirov wrote: > It doesn't work unless you enable $RT::UseTransactionBatch in RT config. > Do I enable it by adding: Set($UseTransactionBatch, 1);? > Expected behavior: http://wiki.bestpractical.com/?ScripExecOrder > > It doesn't work as expected unless you don't apply patch that I sent to > rt-devel. > > Current behavior: > If first Transaction in Batch is applicable then scrip would be executed > in other case no. I wrote about all missfeatures. This feature would be > introduced in 3.4 may be with other stages. > > Look for more info in rt-devel list. Could you point me to the specific post? I could find only this one: http://lists.bestpractical.com/pipermail/rt-devel/2004-May/005766.html But I am not sure whether it applies to 3.2.1 since the code is different Michael From admin at lctn.org Wed Aug 4 15:08:49 2004 From: admin at lctn.org (Raymond Norton) Date: Wed, 4 Aug 2004 14:08:49 -0500 Subject: [rt-users] minor contribution Message-ID: <098501c47a56$79a4b4f0$0a00a8c0@DELL2> I have been installing RT for four different schools and have just got the last one working. I kept getting (as pointed out by seph) unexecuted mason code for my index page. I had literally cut and pasted the VirtualHost info from the docs into my httpd.conf. I couldn't get it to work though, until I replaced it with the VirtualHost info I found in the README file of the current version of RT. It had a few more lines to add than what I found in the docs. I am far from an expert, and could not tell you what part fixed things, but it is working now. Maybe this could be added to the on-line instructions. ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Raymond Norton LCTN admin at lctn.org To Infinity and beyond! --Buzz Lightyear From mhackett at mixzon.com Wed Aug 4 14:52:55 2004 From: mhackett at mixzon.com (Matt Hackett) Date: Wed, 4 Aug 2004 11:52:55 -0700 Subject: [rt-users] RTFM CustomField problem Message-ID: <449CA12ADC2F91468590AAB65D4C77F2059828@pinchot.mixzon.com> Greetings- We installed RTFM on our existing RT installation as soon as 3.0 was out, but didn't make much use of it (only one class with a few articles). Now I'm trying to add more classes, articles, and custom fields to RTFM and encountering problems. The custom fields that already existed were Question and Answer, both TextSingles. I created them globally, yet when I add new classes and try to add articles to them, neither customfield shows up. I've also added a couple new CustomFields globally, and they don't show up on the modify pages for articles in the already-existing class nor for articles in the new classes. Essentially: When I create an article in the class that's been around for a long time, it shows up with the Question and Answer CustomFields, but not the new global fields. When I create an article in the newer classes, they show up with no CustomFields at all. RT is 3.2.1, RTFM 2.0.4. When I upgraded I wiped out the existing RT3 installation as suggested, and did a clean install of RT and RTFM. Info: Debian testing MySQL 4.0.13 (w/InnoDB) Perl 5.8.0 Apache 1.3.27 w/statically linked mod_perl 1.28 When I create a new article this shows up in rt.log (not sure if it's relevant): [Wed Aug 4 18:39:13 2004] [crit]: Trying to check RT::FM::Article rights for an unspecified RT::FM::Article (/usr/local/rt3/lib/RT/Principal_Overlay.pm:355) [Wed Aug 4 18:39:13 2004] [warning]: Resolver RT::URI::fsck_com_rtfm could not parse fsck.com-rtfm://mixzon.com/article/ (/usr/local/rt3/lib/RT/URI.pm:123) [Wed Aug 4 18:39:13 2004] [warning]: Resolver RT::URI::fsck_com_rtfm could not parse fsck.com-rtfm://mixzon.com/article/ (/usr/local/rt3/lib/RT/URI.pm:123) Thanks, -- Matt Hackett From sguillemette at metrocastcablevision.com Wed Aug 4 16:11:10 2004 From: sguillemette at metrocastcablevision.com (Shawn Guillemette) Date: Wed, 4 Aug 2004 16:11:10 -0400 Subject: [rt-users] Queue Question and users who can view a queue Message-ID: <031701c47a5f$3002fb00$2206a8c0@hsdlaptop> I'm attempting to create a list of users that are able to view just the queue that they belong too. I'm starting to run in circles string to figure this out. Example.. Users A,B, and C I want to be part of the support queue. Users E and F are part of a NET-OPS queue. Id like users a,b and c to be able to view only the support queue. At the same time Id like to have the NET-OPS users be able to monitor both the Support and NET-OPS queue. I have tried many combinations of permissions to accomplish this how ever I have not had any luck.. I can only get users to view the tickets that they open. I want them to see all tickets sent to the queue for the department that they belong too. Thanks Shawn -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Wed Aug 4 16:20:14 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 4 Aug 2004 16:20:14 -0400 Subject: [rt-users] Queue Question and users who can view a queue In-Reply-To: <031701c47a5f$3002fb00$2206a8c0@hsdlaptop> References: <031701c47a5f$3002fb00$2206a8c0@hsdlaptop> Message-ID: <20040804202014.GA19001@SDF.LONESTAR.ORG> On Wed, Aug 04, 2004 at 04:11:10PM -0400, Shawn Guillemette wrote: > Users A,B, and C I want to be part of the support queue. > > Users E and F are part of a NET-OPS queue. > > > > Id like users a,b and c to be able to view only the support queue. At > the same time Id like to have the NET-OPS users be able to monitor both > the Support and NET-OPS queue. Grant SeeQueue and ShowTicket and whatever else you need to a-e on support. Grant to only e and f on NET-OPS. Make sure you have no global rights that will supercede the queue rights. > I have tried many combinations of permissions to accomplish this how > ever I have not had any luck. You may want to look over the rights information on the wiki at http://wiki.bestpractical.com/index.cgi?Rights. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From les at futuresource.com Wed Aug 4 16:20:32 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 04 Aug 2004 15:20:32 -0500 Subject: [rt-users] Queue Question and users who can view a queue In-Reply-To: <031701c47a5f$3002fb00$2206a8c0@hsdlaptop> References: <031701c47a5f$3002fb00$2206a8c0@hsdlaptop> Message-ID: <1091650831.3268.4.camel@moola.futuresource.com> On Wed, 2004-08-04 at 15:11, Shawn Guillemette wrote: > > Id like users a,b and c to be able to view only the support queue. At > the same time Id like to have the NET-OPS users be able to monitor > both the Support and NET-OPS queue. > > > I have tried many combinations of permissions to accomplish this how > ever I have not had any luck.. I can only get users to view the > tickets that they open. I want them to see all tickets sent to the > queue for the department that they belong too. This becomes much easier if you put the users into groups first. Create a support group for users a,b,c, and a net-ops group for the others. Give the support group the permissions you want on the support queue. Give the net-ops group permissions on both queues. If you want them to get email copies you have to also make them admincc's. --- Les Mikesell les at futuresource.com From jmello at bbn.com Wed Aug 4 16:32:46 2004 From: jmello at bbn.com (Jeff Mello) Date: Wed, 04 Aug 2004 16:32:46 -0400 Subject: [rt-users] Strange problem with file attachments Message-ID: <1091651566.1884.29.camel@enterprise.bbn.com> Hello all, This is a weird problem. I send an email to the RT system with a Microsoft Excel .xls file attached. Then when I click on the attachment in RT to download/open it, the file looks like garbage. BUT then I took the same file, renamed it slightly (adding a '1') and resent it to RT in an email. This time it looked fine inside the RT system. When I try to reproduce the problem, sometimes renaming the file works, and other times not. We have sent several Microsoft Word (.doc) and Excel (.xls) files to the RT system with no problems prior to this. Any idea what is causing the inconsistency? Our set up is as follows: RT 3.0.10 running on Gentoo Linux system with Linux kernel 2.4.25. Also using mod-perl 2, apache 2 and mysql on the backend. Thanks in advance for any help. Here are the dependencies: 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 2.08...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...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.97...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 0.32...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 1.3...found Scalar::Util ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found MODPERL2 dependencies: CGI 2.92...found Apache::DBI ...found From sguillemette at metrocastcablevision.com Wed Aug 4 16:47:00 2004 From: sguillemette at metrocastcablevision.com (Shawn Guillemette) Date: Wed, 4 Aug 2004 16:47:00 -0400 Subject: [rt-users] Queue Question and users who can view a queue In-Reply-To: <1091650831.3268.4.camel@moola.futuresource.com> Message-ID: <032101c47a64$30fb2460$2206a8c0@hsdlaptop> Just to be sure things are set up right I wanted to remove the groups and users and start from scratch. Im unable to find away to remove users and groups as well as queus. -----Original Message----- From: Les Mikesell [mailto:les at futuresource.com] Sent: Wednesday, August 04, 2004 4:21 PM To: Shawn Guillemette Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Queue Question and users who can view a queue On Wed, 2004-08-04 at 15:11, Shawn Guillemette wrote: > > Id like users a,b and c to be able to view only the support queue. At > the same time Id like to have the NET-OPS users be able to monitor > both the Support and NET-OPS queue. > > > I have tried many combinations of permissions to accomplish this how > ever I have not had any luck.. I can only get users to view the > tickets that they open. I want them to see all tickets sent to the > queue for the department that they belong too. This becomes much easier if you put the users into groups first. Create a support group for users a,b,c, and a net-ops group for the others. Give the support group the permissions you want on the support queue. Give the net-ops group permissions on both queues. If you want them to get email copies you have to also make them admincc's. --- Les Mikesell les at futuresource.com From m-liebman at northwestern.edu Wed Aug 4 16:59:21 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 4 Aug 2004 16:59:21 -0400 Subject: [rt-users] Queue Question and users who can view a queue In-Reply-To: <032101c47a64$30fb2460$2206a8c0@hsdlaptop> References: <1091650831.3268.4.camel@moola.futuresource.com> <032101c47a64$30fb2460$2206a8c0@hsdlaptop> Message-ID: <20040804205921.GA4674@SDF.LONESTAR.ORG> On Wed, Aug 04, 2004 at 04:47:00PM -0400, Shawn Guillemette wrote: > Just to be sure things are set up right I wanted to remove the groups > and users and start from scratch. Im unable to find away to remove users > and groups as well as queus. You can never (without external tools) remove anything from RT. You can disable users, groups and queues or just dump in a new database if there is nothing worth preserving. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From m-liebman at northwestern.edu Wed Aug 4 17:01:18 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 4 Aug 2004 17:01:18 -0400 Subject: [rt-users] Strange problem with file attachments In-Reply-To: <1091651566.1884.29.camel@enterprise.bbn.com> References: <1091651566.1884.29.camel@enterprise.bbn.com> Message-ID: <20040804210118.GB4674@SDF.LONESTAR.ORG> On Wed, Aug 04, 2004 at 04:32:46PM -0400, Jeff Mello wrote: > This is a weird problem. I send an email to the RT system with a > Microsoft Excel .xls file attached. Then when I click on the attachment > in RT to download/open it, the file looks like garbage. [snip happens] > perl: > 5.8.0...found This version of Perl is known to cause file corruptions. It is recommended to use 5.8.4 or newer with RT. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From scottm at kcls.org Wed Aug 4 17:58:33 2004 From: scottm at kcls.org (Scott McDermott) Date: Wed, 4 Aug 2004 14:58:33 -0700 Subject: [rt-users] Preventing notification on custom scrip action Message-ID: I've written a custom scrip to change the owner to the first person that replies to the ticket who has OwnTicket rights. Whenever this happens, the new owner receives correspondence from RT with a content of "This transaction appears to have no content" as a result of an "on owner change notify owner" scrip. How might I prevent that notification when it is the result of an auto assignment? -- -- Scott McDermott -- Network & Systems Administrator -- King County Library System From nate at natetech.com Wed Aug 4 18:11:57 2004 From: nate at natetech.com (Nate Duehr) Date: Wed, 04 Aug 2004 16:11:57 -0600 Subject: [rt-users] Re: Performance issues with RT3 (all versions) In-Reply-To: <1091624725.25511.23.camel@les-home.futuresource.com> References: <41103438.5090409@jonmasters.org> <200408040109.48381.nate@natetech.com> <1091624725.25511.23.camel@les-home.futuresource.com> Message-ID: <41115F2D.4070705@natetech.com> Les Mikesell wrote: >On Wed, 2004-08-04 at 02:09, Nate Duehr wrote: > > > >>Athlon 2500, 512MB RAM (PC2700), Dual 7200 RPM IDE disks on opposite IDE >>controllers (hdparm -t says the buffered read speed from the md device >>wanders from 8 MB/s to 12 MB/s... haven't ever bothered with any bonnie++ >>tests.) >> >> > >That's pretty slow for modern equpment. I usually see 60+MB on single >or software-mirrored scsi and 40-60MB on IDE (don't have >any raided IDE...). Be sure you have good 80-wire cables and >you see something like: >hda: 195371568 sectors (100030 MB) w/2048KiB Cache, CHS=12161/255/63, >UDMA(100) >in dmesg. > >That may not be the real problem, but it is something you >should be able to improve. > > Oh definitely. I knew those were horrible numbers. I'm not the one having performance issues, Jon is. ;-) RT is "fast enough" for me and my users on even that dog slow Athlon pig. (GRIN) That's why I was posting was to give Jon something to compare to as I have never seen any published performance numbers anywhere. Perhaps they're in the WiKi but WiKi-hunting drives me batty... would much prefer a real manual to a wiki any day... call me old-fashioned. Nate From les at futuresource.com Wed Aug 4 19:07:27 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 04 Aug 2004 18:07:27 -0500 Subject: [rt-users] Email notification/copies Message-ID: <1091660847.7069.20.camel@moola.futuresource.com> I just moved a helpdesk queue from rt2 to 3.2.1 and now the emailed copies of requests that were originally html with a text alternative come through with only the original html showing in the normal screen and the part with the ticket url and the text portion of the original message is an attachment when viewed in outlook. Evolution shows both and makes the URL clickable, which would be OK. However, most of the helpdesk members run outlook and have notepad opening .txt attachments which makes it impossible to click the URL to access the ticket. Is there an option that will make outlook show RT3's URL so it can be clicked? --- Les Mikesell les at futuresource.com From David.Harrison at sensorynetworks.com Tue Aug 3 23:38:49 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Wed, 4 Aug 2004 13:38:49 +1000 Subject: [rt-users] RT3.2.1 and rt-remind In-Reply-To: <20040804030052.GD4438@pallas.eruditorum.org> References: <410FC1D3.8040202@jonmasters.org> <410FE2FD.2070804@tux.datalink.co.za> <84E66D2A-E5A5-11D8-A82B-000393030F62@openharbor.com> <20040804030052.GD4438@pallas.eruditorum.org> Message-ID: <20040804033849.GA27576@dave@alana.ucc.usyd.edu.au> Hi all, I've put the script rt-remind.pm into my lib/RT/ directory, but I get the following error when I run it. [Wed Aug 4 03:36:06 2004] [crit]: Undefined subroutine &RT::DropSetGIDPermissio 105. (rt-3.2.1/lib/RT.pm:257) I'm using RT 3.2.1 on a linux box. I've also looked inside RT.pm and there is no function by that name ... -- Dave Harrison, Systems Administrator, Sensory Networks email: David.Harrison at sensorynetworks.com phone: [W] +61-2-8302-2700 fingerprint: E29F 2D6A FA27 5B0B B429 F8D3 5318 22D6 E775 2241 From David.Harrison at sensorynetworks.com Tue Aug 3 23:38:49 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Wed, 4 Aug 2004 13:38:49 +1000 Subject: [rt-users] RT3.2.1 and rt-remind In-Reply-To: <20040804030052.GD4438@pallas.eruditorum.org> References: <410FC1D3.8040202@jonmasters.org> <410FE2FD.2070804@tux.datalink.co.za> <84E66D2A-E5A5-11D8-A82B-000393030F62@openharbor.com> <20040804030052.GD4438@pallas.eruditorum.org> Message-ID: <20040804033849.GA27576@dave@alana.ucc.usyd.edu.au> Hi all, I've put the script rt-remind.pm into my lib/RT/ directory, but I get the following error when I run it. [Wed Aug 4 03:36:06 2004] [crit]: Undefined subroutine &RT::DropSetGIDPermissio 105. (rt-3.2.1/lib/RT.pm:257) I'm using RT 3.2.1 on a linux box. I've also looked inside RT.pm and there is no function by that name ... -- Dave Harrison, Systems Administrator, Sensory Networks email: David.Harrison at sensorynetworks.com phone: [W] +61-2-8302-2700 fingerprint: E29F 2D6A FA27 5B0B B429 F8D3 5318 22D6 E775 2241 From alee at pureprofile.com Thu Aug 5 01:53:30 2004 From: alee at pureprofile.com (Adam Lee) Date: Thu, 5 Aug 2004 15:53:30 +1000 Subject: [rt-users] mailgate problem Message-ID: <4165D3BA3A55294DB1AEDCD305CAD7AE036C49@server.office.pureprofile.com> have installed rt3 and the websites all working (took me ages though) what i cant get working is the rt-mailgate part this is what ive got so far: in /etc/smrsh: rt-mailgate -> /opt/rt3/bin/rt-mailgate in /etc/aliases: rt:"|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://ip-address/" rt-comment:"|/opt/rt3/bin/rt-mailgate --queue support --action comment --url http://ip-address" notes: * the IP add is numeric * support exists * have run newaliases and restarted sendmail. an odd thing is that when i run this: echo "hi" |/opt/rt3/bin/rt-mailgate --queue custservau --action correspond --url http://192.168.0.103/ its creates a ticket.. but when sending email to it, no ticket is created. i can send/receive email from a pop/smtp account fine (on same box) just seems like the aliases arent working? cheers - thanks in advance From alee at pureprofile.com Thu Aug 5 03:51:54 2004 From: alee at pureprofile.com (Adam Lee) Date: Thu, 5 Aug 2004 17:51:54 +1000 Subject: [rt-users] mailgate problem Message-ID: <4165D3BA3A55294DB1AEDCD305CAD7AE58D956@server.office.pureprofile.com> further information about OS - running fedora i started tail -f /var/log/maillog which gave me clues re sendmail - it doesnt look as if its making connection. i made sure iptables was turned off. this is the log: Aug 5 05:49:16 localhost sendmail[310]: i74JnFVu000310: from=apache, size=708, class=-60, nrcpts=1, msgid=, relay=apache at localhost Aug 5 05:49:16 localhost sendmail[310]: i74JnFVu000310: to=adam at pureprofile.com, ctladdr=apache (48/48), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=138708, relay=[127.0.0.1] [127.0.0.1], dsn=4.0.0, stat=Deferred: Connection refused by [127.0.0.1] so its possibly a sendmail config problem. thanks anyone (?) -----Original Message----- From: Adam Lee Sent: Thursday, 5 August 2004 3:54 PM To: rt-users at fsck.com Subject: [rt-users] mailgate problem have installed rt3 and the websites all working (took me ages though) what i cant get working is the rt-mailgate part this is what ive got so far: in /etc/smrsh: rt-mailgate -> /opt/rt3/bin/rt-mailgate in /etc/aliases: rt:"|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://ip-address/" rt-comment:"|/opt/rt3/bin/rt-mailgate --queue support --action comment --url http://ip-address" notes: * the IP add is numeric * support exists * have run newaliases and restarted sendmail. an odd thing is that when i run this: echo "hi" |/opt/rt3/bin/rt-mailgate --queue custservau --action correspond --url http://192.168.0.103/ its creates a ticket.. but when sending email to it, no ticket is created. i can send/receive email from a pop/smtp account fine (on same box) just seems like the aliases arent working? cheers - thanks in advance _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From Pierre.Blanchet at solsoft.com Thu Aug 5 04:24:22 2004 From: Pierre.Blanchet at solsoft.com (Pierre Blanchet) Date: Thu, 05 Aug 2004 10:24:22 +0200 Subject: [rt-users] RT3.2.1 and rt-remind In-Reply-To: <20040804033849.GA27576@dave@alana.ucc.usyd.edu.au> References: <410FC1D3.8040202@jonmasters.org> <410FE2FD.2070804@tux.datalink.co.za> <84E66D2A-E5A5-11D8-A82B-000393030F62@openharbor.com> <20040804030052.GD4438@pallas.eruditorum.org> <20040804033849.GA27576@dave@alana.ucc.usyd.edu.au> Message-ID: On August 4 2004 at 13:38, Dave Harrison wrote: > Hi all, > > I've put the script rt-remind.pm into my lib/RT/ directory, but I get > the following error when I run it. > > [Wed Aug 4 03:36:06 2004] [crit]: Undefined subroutine &RT::DropSetGIDPermissio 105. > (rt-3.2.1/lib/RT.pm:257) > > I'm using RT 3.2.1 on a linux box. > I've also looked inside RT.pm and there is no function by that name ... > Comment the line RT::DropSetGIDPermissions() (line 93) in the rt-remind script and you're done. This function no longer exists in 3.2 (but existed in 3.0) Pierre. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 235 bytes Desc: not available URL: From cubic at acronis.ru Thu Aug 5 07:47:58 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 05 Aug 2004 15:47:58 +0400 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <1091646150.2415.4.camel@europium.audiumcorp.com> References: <1091632032.1186.30.camel@europium.audiumcorp.com> <4110FED2.6090204@acronis.ru> <1091646150.2415.4.camel@europium.audiumcorp.com> Message-ID: <41121E6E.2020203@acronis.ru> Michael Bochynski wrote: > On Wed, 2004-08-04 at 11:20, Ruslan U. Zakirov wrote: > >>It doesn't work unless you enable $RT::UseTransactionBatch in RT config. >> > > Do I enable it by adding: > > Set($UseTransactionBatch, 1);? Yes. > > > > >>Expected behavior: http://wiki.bestpractical.com/?ScripExecOrder >> >>It doesn't work as expected unless you don't apply patch that I sent to >>rt-devel. >> >>Current behavior: >>If first Transaction in Batch is applicable then scrip would be executed >>in other case no. I wrote about all missfeatures. This feature would be >>introduced in 3.4 may be with other stages. >> >>Look for more info in rt-devel list. > > > Could you point me to the specific post? > I could find only this one: > http://lists.bestpractical.com/pipermail/rt-devel/2004-May/005766.html > > But I am not sure whether it applies to 3.2.1 since the code is > different I'm not sure too. I know this applies to 3.0.{7-10}. Yuo can resolve conflicts. I'm sure that there is not much changes in 3.2 scrip actions handling. > > Michael > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Thu Aug 5 07:55:27 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 05 Aug 2004 15:55:27 +0400 Subject: [rt-users] Preventing notification on custom scrip action In-Reply-To: References: Message-ID: <4112202F.2080405@acronis.ru> Scott McDermott wrote: > I've written a custom scrip to change the owner to the first person that > replies to the ticket who has OwnTicket rights. Whenever this happens, > the new owner receives correspondence from RT with a content of "This > transaction appears to have no content" as a result of an "on owner > change notify owner" scrip. You can adapt template for this scrip. You shouldn't past Transaction->Content into template cause it's empty. Read section "How to be silent" of http://wiki.bestpractical.com/?WriteCustomAction If this doesn't help then post call that you use to change owner(can be done in different ways) and I can suggest you how to avoid recording of transaction. > > How might I prevent that notification when it is the result of an auto > assignment? As I said you can avoid transaction recording. From cubic at acronis.ru Thu Aug 5 08:43:29 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 05 Aug 2004 16:43:29 +0400 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <410FC1D3.8040202@jonmasters.org> References: <410FC1D3.8040202@jonmasters.org> Message-ID: <41122B71.2030702@acronis.ru> Jon Masters wrote: > Hi all, [snip] > > --- dprofpp output --- > You didn't say which options you were using. Best regards. Ruslan. From hwagener at hamburg.fcb.com Thu Aug 5 10:36:29 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 5 Aug 2004 16:36:29 +0200 Subject: [rt-users] rt2-to-rt3 problem In-Reply-To: <20040804161459.GD11848@pyxis.ncbi.nlm.nih.gov> References: <20040804161459.GD11848@pyxis.ncbi.nlm.nih.gov> Message-ID: Am 04.08.2004 um 18:14 schrieb Andrey Vovk: > > ... > .t-1684 > Failed to create user 'somebody at ncbi.nlm.nih.gov': Email address in use > .t-8597 > ... > You need to consolidate Your user information. email addresses must be unique for all accounts in the RT user database. Regards, Harald From scottm at kcls.org Thu Aug 5 11:29:14 2004 From: scottm at kcls.org (Scott McDermott) Date: Thu, 5 Aug 2004 08:29:14 -0700 Subject: [rt-users] Preventing notification on custom scrip action Message-ID: One of us misunderstands. The custom scrip is not generating the email notification, it's placing an entry in the history, which is fine. The problem is the owner change notification scrip (which I think is default) notifies the owner of the assignment, and I don't want that in this particular case. I do, however, want that email notification to occur if someone goes in and assigns them ownership of a ticket. -- -- Scott McDermott -- Network & Systems Administrator -- King County Library System -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Thursday, August 05, 2004 04:55 To: Scott McDermott Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Preventing notification on custom scrip action Scott McDermott wrote: > I've written a custom scrip to change the owner to the first person that > replies to the ticket who has OwnTicket rights. Whenever this happens, > the new owner receives correspondence from RT with a content of "This > transaction appears to have no content" as a result of an "on owner > change notify owner" scrip. You can adapt template for this scrip. You shouldn't past Transaction->Content into template cause it's empty. Read section "How to be silent" of http://wiki.bestpractical.com/?WriteCustomAction If this doesn't help then post call that you use to change owner(can be done in different ways) and I can suggest you how to avoid recording of transaction. > > How might I prevent that notification when it is the result of an auto > assignment? As I said you can avoid transaction recording. From mbochynski at audiumcorp.com Thu Aug 5 11:29:24 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 05 Aug 2004 11:29:24 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <41121E6E.2020203@acronis.ru> References: <1091632032.1186.30.camel@europium.audiumcorp.com> <4110FED2.6090204@acronis.ru> <1091646150.2415.4.camel@europium.audiumcorp.com> <41121E6E.2020203@acronis.ru> Message-ID: <1091719764.1327.4.camel@europium.audiumcorp.com> On Thu, 2004-08-05 at 07:47, Ruslan U. Zakirov wrote: > Michael Bochynski wrote: > > > > > >>Expected behavior: http://wiki.bestpractical.com/?ScripExecOrder > >> > >>It doesn't work as expected unless you don't apply patch that I sent to > >>rt-devel. > >> > >> > I'm sure that there is not much changes in > 3.2 scrip actions handling. > Unfortunately there are a lot of code changes. Besides, if I turn the TransactionBatch in the RT_SiteCofig I still cannot get any script in this stage to execute. Is there any other way to automatically add AdminCC and notify them about a ticket being opened? I don't want to make them queue watchers, because they will be added to only certain tickets, based on some criteria. Michael From vivek at khera.org Thu Aug 5 11:38:25 2004 From: vivek at khera.org (Vivek Khera) Date: Thu, 5 Aug 2004 11:38:25 -0400 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <1091623334.1719.54.camel@floater9> References: <410FC1D3.8040202@jonmasters.org> <1091623334.1719.54.camel@floater9> Message-ID: <7D9D0FB7-E6F5-11D8-B905-000A9578CFCC@khera.org> On Aug 4, 2004, at 8:42 AM, Jason Armstrong wrote: > I want to use mod_proxy to speed up the performance. However, I have > read that for caching using mod_proxy: > >> You have to produce correct Content-Length, Last-Modified and Expires >> http headers for it to work. >> You'll still get benefit of putting a mod_proxy in front of your RT instance (assuming it is running mod_perl). Why this is true can be found in the mod_perl tuning docs that come with mod_perl. I don't think I need to repeat my words here again :-) But if you're all on the local LAN, that reason may not hold true.... -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From cubic at acronis.ru Thu Aug 5 11:58:08 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 05 Aug 2004 19:58:08 +0400 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <1091719764.1327.4.camel@europium.audiumcorp.com> References: <1091632032.1186.30.camel@europium.audiumcorp.com> <4110FED2.6090204@acronis.ru> <1091646150.2415.4.camel@europium.audiumcorp.com> <41121E6E.2020203@acronis.ru> <1091719764.1327.4.camel@europium.audiumcorp.com> Message-ID: <41125910.8080500@acronis.ru> Michael Bochynski wrote: > On Thu, 2004-08-05 at 07:47, Ruslan U. Zakirov wrote: > >>Michael Bochynski wrote: >> >>> >>>>Expected behavior: http://wiki.bestpractical.com/?ScripExecOrder >>>> >>>>It doesn't work as expected unless you don't apply patch that I sent to >>>>rt-devel. >>>> >>>> >> >>I'm sure that there is not much changes in >>3.2 scrip actions handling. >> > > Unfortunately there are a lot of code changes. Besides, if I turn the > TransactionBatch in the RT_SiteCofig I still cannot get any script in > this stage to execute. Apache restart? > > Is there any other way to automatically add AdminCC and notify them > about a ticket being opened? I don't want to make them queue watchers, > because they will be added to only certain tickets, based on some > criteria. You don't need batch stage. You need custom condition that checks your criteria. And custom action that adds AdminCC to ticket. And then you need scrip that notify AdminCC on open event. http://wiki.bestpractical.com/?WriteCustomAction > > Michael > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From checkpoint at ozbergs.com Thu Aug 5 12:13:37 2004 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 5 Aug 2004 09:13:37 -0700 Subject: [rt-users] Performance issues with RT3 (all versions) References: <410FC1D3.8040202@jonmasters.org><20040803165254.GL16804@pallas.eruditorum.org><411029FD.3000301@jonmasters.org> <20040804184506.GO4438@pallas.eruditorum.org> Message-ID: <01d201c47b07$2a46ff60$0a02010a@renditionnetworks.com> Okay so how do you do that? I'm using mySQL running on a box with 1 gig ram... is there a post somewhere that details the best my.cnf setup to use for RT? I do experience the same slowness that others have noted (between 15 and 30+ seconds to load a ticket depending on size). Thanks for the help. -Stevo ----- Original Message ----- From: "Jesse Vincent" To: "Jon Masters" Cc: Sent: Wednesday, August 04, 2004 11:45 AM Subject: Re: [rt-users] Performance issues with RT3 (all versions) > > > > | So. How much RAM do you have in these machines? > > > > Sufficient level that vmstat monitoring confirms that swapping is not > > the issue here Jesse. Production box is not paging out at all. > > I never said anything about swapping. But it _is_ important to make > sure you've told your database how much ram you have and how to best > make use of it. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mbochynski at audiumcorp.com Thu Aug 5 12:14:30 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 05 Aug 2004 12:14:30 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <41125910.8080500@acronis.ru> References: <1091632032.1186.30.camel@europium.audiumcorp.com> <4110FED2.6090204@acronis.ru> <1091646150.2415.4.camel@europium.audiumcorp.com> <41121E6E.2020203@acronis.ru> <1091719764.1327.4.camel@europium.audiumcorp.com> <41125910.8080500@acronis.ru> Message-ID: <1091722469.1327.14.camel@europium.audiumcorp.com> On Thu, 2004-08-05 at 11:58, Ruslan U. Zakirov wrote: > And then you need scrip that notify AdminCC on open event. > How do I check for "on open" event? Michael From mbochynski at audiumcorp.com Thu Aug 5 12:18:53 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 05 Aug 2004 12:18:53 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate [mx]] Message-ID: <1091722733.1325.16.camel@europium.audiumcorp.com> On Thu, 2004-08-05 at 11:58, Ruslan U. Zakirov wrote: > > Unfortunately there are a lot of code changes. Besides, if I turn the > > TransactionBatch in the RT_SiteCofig I still cannot get any script in > > this stage to execute. > Apache restart? :) not only restart, but also stop->wait->count to ten->start :) > > > > > Is there any other way to automatically add AdminCC and notify them > > about a ticket being opened? I don't want to make them queue watchers, > > because they will be added to only certain tickets, based on some > > criteria. > You don't need batch stage. > > You need custom condition that checks your criteria. > And custom action that adds AdminCC to ticket. > Yeah. Been there, done that. This part works. Custom condition? I use "On create" condition, and in custom action I check ie subject, requestor, and add (or not) the particular Admin CC > And then you need scrip that notify AdminCC on open event. > :) and this part doesn't work. I do not want to open ticket i want to leave it as it is. And "on create" doesn't send the emails to AdminCC's ... > http://wiki.bestpractical.com/?WriteCustomAction From cubic at acronis.ru Thu Aug 5 12:24:44 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 05 Aug 2004 20:24:44 +0400 Subject: [rt-users] Preventing notification on custom scrip action In-Reply-To: References: Message-ID: <41125F4C.8070803@acronis.ru> I do understand you right. Scott McDermott wrote: > > One of us misunderstands. The custom scrip is not generating the email > notification, it's placing an entry in the history, which is fine. The Do you really need this note in history in this particular case? Don't write transaction, this is easiest way to go. > problem is the owner change notification scrip (which I think is > default) notifies the owner of the assignment, and I don't want that in > this particular case. I do, however, want that email notification to > occur if someone goes in and assigns them ownership of a ticket. I know only one difference between this transactions. It's Creator field. Creator of autoassignment is $RT::SystemUser, when somebody changes ownership of the ticket then he is Creator of the Transaction. Something like this code you can use in custom condition of notify scrip(that notify about ownership changes): if( $TransactionObj->CreatorObj->id == $RT::SystemUser->id ) { ... transaction in most cases was created by Scrip ... } else { ... some user created this ... } From mbochynski at audiumcorp.com Thu Aug 5 12:33:38 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 05 Aug 2004 12:33:38 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <1091722469.1327.14.camel@europium.audiumcorp.com> References: <1091632032.1186.30.camel@europium.audiumcorp.com> <4110FED2.6090204@acronis.ru> <1091646150.2415.4.camel@europium.audiumcorp.com> <41121E6E.2020203@acronis.ru> <1091719764.1327.4.camel@europium.audiumcorp.com> <41125910.8080500@acronis.ru> <1091722469.1327.14.camel@europium.audiumcorp.com> Message-ID: <1091723617.1325.22.camel@europium.audiumcorp.com> On Thu, 2004-08-05 at 12:14, Michael Bochynski wrote: > On Thu, 2004-08-05 at 11:58, Ruslan U. Zakirov wrote: > > > And then you need scrip that notify AdminCC on open event. > > > How do I check for "on open" event? > > Michael Never mind (($self->TransactionObj->Field eq 'Status') && ($self->TransactionObj->OldValue eq 'new') ) It's an easy way to check whether the ticket changed from "new" to something else. Checking for "open" status in my case makes no sense, since a given ticket may be changed to "open" several times before resolving. Thanks anyway, Michel From cubic at acronis.ru Thu Aug 5 12:47:39 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 05 Aug 2004 20:47:39 +0400 Subject: [rt-users] TransactionBatch and TransactionCreate [mx]] In-Reply-To: <1091722733.1325.16.camel@europium.audiumcorp.com> References: <1091722733.1325.16.camel@europium.audiumcorp.com> Message-ID: <411264AB.3080908@acronis.ru> Michael Bochynski wrote: > On Thu, 2004-08-05 at 11:58, Ruslan U. Zakirov wrote: > > >>>Unfortunately there are a lot of code changes. Besides, if I turn > > the > >>>TransactionBatch in the RT_SiteCofig I still cannot get any script > > in > >>>this stage to execute. >> >>Apache restart? > > > :) not only restart, but also stop->wait->count to ten->start :) So leave it alone for now. It's unstable and is there by evil incident :) > > >>>Is there any other way to automatically add AdminCC and notify them >>>about a ticket being opened? I don't want to make them queue > > watchers, > >>>because they will be added to only certain tickets, based on some >>>criteria. >> >>You don't need batch stage. >> >>You need custom condition that checks your criteria. >>And custom action that adds AdminCC to ticket. >> > > Yeah. Been there, done that. This part works. Custom condition? I use > "On create" condition, and in custom action I check ie subject, > requestor, and add (or not) the particular Admin CC > > >>And then you need scrip that notify AdminCC on open event. >> > > :) and this part doesn't work. I do not want to open ticket i want to > leave it as it is. And "on create" doesn't send the emails to AdminCC's :) Finaly I got info that I need to help you. Alohhaaa!!! Your question should be something like this: I have scrip that notify peoples(including ticket's AdminCcs) on create. And also on create I have scrip that adds AdminCC to ticket. RT doesn't notify AdminCcs. Why? :) 1) You didn't read well http://wiki.bestpractical.com/index.cgi?ScripExecOrder. Caveats * Triggered scrips prepared without guarantied order. Nobody guaranty that scrip that notify your admins is executed before scrip that adds this admins cause event is the same "On Create". 2) You can merge this scrips in one. Move your magic AdminCc assign code to scrip that notify people on create. But place it in custom condition code. This is required if you want your AdminCc be in place before any other code(notify) would be executed. To preserve meaning of condition "On Create" you should add check: return 0 unless($self->TransactionObj->Type eq 'Create'); Best regards. Ruslan. > ... > > >>http://wiki.bestpractical.com/?WriteCustomAction > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mbochynski at audiumcorp.com Thu Aug 5 13:21:46 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 05 Aug 2004 13:21:46 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate [mx]] In-Reply-To: <411264AB.3080908@acronis.ru> References: <1091722733.1325.16.camel@europium.audiumcorp.com> <411264AB.3080908@acronis.ru> Message-ID: <1091726505.1325.36.camel@europium.audiumcorp.com> > Your question should be something like this: > I have scrip that notify peoples(including ticket's AdminCcs) on create. > And also on create I have scrip that adds AdminCC to ticket. RT doesn't > notify AdminCcs. Why? :) > > 1) You didn't read well > http://wiki.bestpractical.com/index.cgi?ScripExecOrder. > I _have read_ it well. So that's why didn't ask why the AdminCC is not notified, because I knew that the script execution is random. Actually, Notify AdminCcs currently notifies only Queue Watchers. Am I right? > Caveats > > * Triggered scrips prepared without guarantied order. > > Nobody guaranty that scrip that notify your admins is executed before > scrip that adds this admins cause event is the same "On Create". > > 2) You can merge this scrips in one. > I finally did it in two scripts ;) > Move your magic AdminCc assign code to scrip that notify people on > create. But place it in custom condition code. This is required if you > want your AdminCc be in place before any other code(notify) would be > executed. > To preserve meaning of condition "On Create" you should add check: > > return 0 unless($self->TransactionObj->Type eq 'Create'); > I left On Create as it is, in its default configuration. I have another On Create script with custom action, adding AdminCcs based on certain criteria (ifs). Then, I have another scrip, with custom condition, which will be triggered when an AdminCc will be added. This solution actually is better for me, since it has wider use. The AdminCc will be notified always, that he/she was added, no matter on the ticket's stage. Currently, correct me if I'm wrong, an AdminCc will receive his first email about a ticket, only if a comment/correspondence will be added. I want to notify AdminCc right after adding him, since you do not know when the first transaction (after adding him/her) will occur. I personally think that my solution is better ;) since I killed two birds with one stone :) Maybe it's worth to be added to next release of RT as a default script action? :) > Best regards. Ruslan. > > Thanks for your help. Michael $self->TicketObj->SetStatus('resolved'); :) From cubic at acronis.ru Thu Aug 5 13:48:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 05 Aug 2004 21:48:03 +0400 Subject: [rt-users] TransactionBatch and TransactionCreate [mx]] In-Reply-To: <1091726505.1325.36.camel@europium.audiumcorp.com> References: <1091722733.1325.16.camel@europium.audiumcorp.com> <411264AB.3080908@acronis.ru> <1091726505.1325.36.camel@europium.audiumcorp.com> Message-ID: <411272D3.9000900@acronis.ru> Michael Bochynski wrote: >>Your question should be something like this: >>I have scrip that notify peoples(including ticket's AdminCcs) on create. >>And also on create I have scrip that adds AdminCC to ticket. RT doesn't >>notify AdminCcs. Why? :) >> >>1) You didn't read well >>http://wiki.bestpractical.com/index.cgi?ScripExecOrder. >> > > I _have read_ it well. So that's why didn't ask why the AdminCC is not > notified, because I knew that the script execution is random. Actually, > Notify AdminCcs currently notifies only Queue Watchers. Am I right? No. From lib/RT/Action/Notify.pm (3.0-MAINT at HEAD) if ( $arg =~ /\bAdminCc\b/ ) { push ( @Bcc, $self->TicketObj->AdminCc->MemberEmailAddresses ); push ( @Bcc, $self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses); } > > >>Caveats >> >> * Triggered scrips prepared without guarantied order. >> >>Nobody guaranty that scrip that notify your admins is executed before >>scrip that adds this admins cause event is the same "On Create". >> >>2) You can merge this scrips in one. >> > > I finally did it in two scripts ;) Cool. > >>Move your magic AdminCc assign code to scrip that notify people on >>create. But place it in custom condition code. This is required if you >>want your AdminCc be in place before any other code(notify) would be >>executed. >>To preserve meaning of condition "On Create" you should add check: >> >>return 0 unless($self->TransactionObj->Type eq 'Create'); >> > > I left On Create as it is, in its default configuration. I have another > On Create script with custom action, adding AdminCcs based on certain > criteria (ifs). Then, I have another scrip, with custom condition, which > will be triggered when an AdminCc will be added. This is good solution. > > This solution actually is better for me, since it has wider use. The > AdminCc will be notified always, that he/she was added, no matter on the > ticket's stage. Good scrip condition. Please add it to wiki. > Currently, correct me if I'm wrong, an AdminCc will > receive his first email about a ticket, only if a comment/correspondence > will be added. You loose only one transaction when your scrip(that adds AdminCc) trigger and exactly this transaction also trigger notification. On all other subsequent transactions your AdminCcs would be on thier places. > > I want to notify AdminCc right after adding him, since you do not know > when the first transaction (after adding him/her) will occur. > > I personally think that my solution is better ;) since I killed two > birds with one stone :) Maybe it's worth to be added to next release of > RT as a default script action? :) You can share it and if people find it useful. Then RT someday would have something that override it functionality and may be add more. I prefer some ordering on scrips. > > > > >> Best regards. Ruslan. >> >> > > > Thanks for your help. > Michael > $self->TicketObj->SetStatus('resolved'); :) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mbochynski at audiumcorp.com Thu Aug 5 13:57:13 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 05 Aug 2004 13:57:13 -0400 Subject: [rt-users] TransactionBatch and TransactionCreate [mx]] In-Reply-To: <411272D3.9000900@acronis.ru> References: <1091722733.1325.16.camel@europium.audiumcorp.com> <411264AB.3080908@acronis.ru> <1091726505.1325.36.camel@europium.audiumcorp.com> <411272D3.9000900@acronis.ru> Message-ID: <1091728632.1328.42.camel@europium.audiumcorp.com> On Thu, 2004-08-05 at 13:48, Ruslan U. Zakirov wrote: > > > > This solution actually is better for me, since it has wider use. The > > AdminCc will be notified always, that he/she was added, no matter on the > > ticket's stage. > Good scrip condition. Please add it to wiki. Hmmm.... I just found another issue. The script will send an email not only to the recently-added AdminCc but also to the Queue Watchers .... Any idea how to fix it? > You can share it and if people find it useful. Sure. I'll post it. When I remove the previously mentioned bug Michael From scottm at kcls.org Thu Aug 5 14:41:59 2004 From: scottm at kcls.org (Scott McDermott) Date: Thu, 5 Aug 2004 11:41:59 -0700 Subject: [rt-users] Preventing notification on custom scrip action Message-ID: Ah, I see. Thank you very much, I think that'll solve the problem! -- -- Scott McDermott -- Network & Systems Administrator -- King County Library System -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] I know only one difference between this transactions. It's Creator field. Creator of autoassignment is $RT::SystemUser, when somebody changes ownership of the ticket then he is Creator of the Transaction. Something like this code you can use in custom condition of notify scrip(that notify about ownership changes): if( $TransactionObj->CreatorObj->id == $RT::SystemUser->id ) { ... transaction in most cases was created by Scrip ... } else { ... some user created this ... } From vovk at ncbi.nlm.nih.gov Thu Aug 5 16:02:45 2004 From: vovk at ncbi.nlm.nih.gov (Andrey Vovk) Date: Thu, 5 Aug 2004 16:02:45 -0400 Subject: [rt-users] rt2-to-rt3 problem In-Reply-To: References: <20040804161459.GD11848@pyxis.ncbi.nlm.nih.gov> Message-ID: <20040805200245.GD19191@pyxis.ncbi.nlm.nih.gov> Thanks Harald, I've found the culprit. The problem was caused by wrong parameters for CanonicalizeEmailAddress in etc/RT_SiteConfig.pm: Set($CanonicalizeEmailAddressMatch , '(.*).ncbi.nlm.nih.gov$'); Set($CanonicalizeEmailAddressReplace , 'ncbi.nlm.nih.gov'); as the result all addresses @ncbi.nlm.nih.gov were replaced by 'ncbi.nlm.nih.gov' after the very first one had been imported. The correct form is something like: Set($CanonicalizeEmailAddressMatch , '\@(.*)ncbi.nlm.nih.gov$'); Set($CanonicalizeEmailAddressReplace , '\@ncbi.nlm.nih.gov'); Here is a patch for dumpfile-to-rt-3.0, which should simplify diagnosis for problems like mine: *** dumpfile-to-rt-3.0 Thu Aug 5 14:39:43 2004 --- dumpfile-to-rt-3.0-new Thu Aug 5 14:42:59 2004 *************** *** 753,758 **** --- 753,759 ---- unless ( $user_obj->Id ) { my ( $uid, $umsg ) = $user_obj->Create( %{$user} ); + print "\nError:" . $umsg ."\n" unless ($uid); } my $id = $user_obj->Id(); print "Failed to create user for" . scalar Dumper $user unless ($id); On Thu, Aug 05, 2004 at 04:36:29PM +0200, Harald Wagener wrote: > > Am 04.08.2004 um 18:14 schrieb Andrey Vovk: > > > >... > >.t-1684 > >Failed to create user 'somebody at ncbi.nlm.nih.gov': Email address in use > >.t-8597 > >... > > > > You need to consolidate Your user information. email addresses must be > unique for all accounts in the RT user database. > > Regards, > Harald > Regards -- Andrey L Vovk NCBI Systems Group NIH Contractor -- Andrey L Vovk NCBI Systems Group NIH Contractor From alexb at WPI.EDU Thu Aug 5 16:28:02 2004 From: alexb at WPI.EDU (Brelsfoard, Alex) Date: Thu, 5 Aug 2004 16:28:02 -0400 Subject: [rt-users] Setting up rt-mailgate Message-ID: <0FDFC33E89EC734387E0359C1662EFB50B479D91@mail.admin.wpi.edu> Hello all, Newcomer here. This project has been dropped into my lap, but I think I can handle it. I just need a little help with some terminology and a couple settings... We are trying to set it up so that when you email an address we've setup for rt it will create a ticket with the email's information. Because of the ways our servers are setup we've decided that the best way to do this is to make all emails sent to that rt email address automatically sent (through .forward) to a local app that reads the email to find the proper queue and action and then send it to rt-mailgate with the queue, action, and url sent properly. Here's my question. What is the exact definition of "correspondence" and "Comment" for the action. Our uses are going to be very simple. We just want to make sure that a ticket is created from every email sent to that rt email address. Is this the best way to do this, and am I missing any steps. Thank you for any advice you can provide. --Alex Alex Brelsfoard Web Applications Developer Web Development Office Worcester Polytechnic Institute 508-831-6147 alexb at wpi.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From mloftis at wgops.com Thu Aug 5 17:13:44 2004 From: mloftis at wgops.com (Michael Loftis) Date: Thu, 05 Aug 2004 15:13:44 -0600 Subject: [rt-users] Performance issues with RT3 (all versions) In-Reply-To: <01d201c47b07$2a46ff60$0a02010a@renditionnetworks.com> References: <410FC1D3.8040202@jonmasters.org> <20040803165254.GL16804@pallas.eruditorum.org> <411029FD.3000301@jonmasters.org> <20040804184506.GO4438@pallas.eruditorum.org> <01d201c47b07$2a46ff60$0a02010a@renditionnetworks.com> Message-ID: One thing i highly recommend is a browser that does progressive rendering properly, like Mozilla or FireFox. This usually points it out and makes it clear a lot of the wait is just waiting on rendering or transmission to happen of the HTML. Plus even if it is slow you'll get to see the ticket as it gets loaded rather then having to wait for the whole thing. --On Thursday, August 05, 2004 09:13 -0700 Stevo wrote: > Okay so how do you do that? I'm using mySQL running on a box with 1 gig > ram... is there a post somewhere that details the best my.cnf setup to > use for RT? > > I do experience the same slowness that others have noted (between 15 and > 30+ seconds to load a ticket depending on size). > > Thanks for the help. > > -Stevo > > ----- Original Message ----- > From: "Jesse Vincent" > To: "Jon Masters" > Cc: > Sent: Wednesday, August 04, 2004 11:45 AM > Subject: Re: [rt-users] Performance issues with RT3 (all versions) > > >> >> >> > | So. How much RAM do you have in these machines? >> > >> > Sufficient level that vmstat monitoring confirms that swapping is not >> > the issue here Jesse. Production box is not paging out at all. >> >> I never said anything about swapping. But it _is_ important to make >> sure you've told your database how much ram you have and how to best >> make use of it. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- Undocumented Features quote of the moment... "It's not the one bullet with your name on it that you have to worry about; it's the twenty thousand-odd rounds labeled `occupant.'" --Murphy's Laws of Combat From vadud3 at gmail.com Thu Aug 5 18:36:19 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 5 Aug 2004 18:36:19 -0400 Subject: [rt-users] Re: Disable AutoReply for certain email address In-Reply-To: References: Message-ID: Not sure if anyone have seen this email, but I am still looking for some one this. Thanks On Wed, 4 Aug 2004 00:47:55 -0400, Asif Iqbal wrote: > Hi All > > Is there a way I can disable AutoReply only for some email addresses > for a specific queue? > > Thanks for the help > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From m-liebman at northwestern.edu Thu Aug 5 20:21:40 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 05 Aug 2004 20:21:40 -0400 Subject: [rt-users] Setting up rt-mailgate In-Reply-To: <0FDFC33E89EC734387E0359C1662EFB50B479D91@mail.admin.wpi.ed u> References: <0FDFC33E89EC734387E0359C1662EFB50B479D91@mail.admin.wpi.edu> Message-ID: <6.1.1.1.2.20040805201549.02e04bb0@mail.freeshell.org> At 04:28 PM 8/5/2004, Brelsfoard, Alex wrote: >We are trying to set it up so that when you email an address we've setup >for rt it will create a ticket with the email's information. Because of >the ways our servers are setup we've decided that the best way to do this >is to make all emails sent to that rt email address automatically sent >(through .forward) to a local app that reads the email to find the proper >queue and action and then send it to rt-mailgate with the queue, action, >and url sent properly. You do know that, except for ticket creation, the incoming email doesn't have to go to the queue it is actually associated for? Put another way, if an email for ticket #123 in the sales queue comes into the email address for the general queue, RT will Do The Right Thing and update the ticket on the sales queue. However, to create a ticket in a queue, the email has to be sent to an address associated with the correct queue. >Here's my question. What is the exact definition of "correspondence" and >"Comment" for the action. http://wiki.bestpractical.com/index.cgi?Correspondence http://wiki.bestpractical.com/index.cgi?Comment Those are the traditional/out-of-the-box-operation definitions. But really they can mean whatever you want. It all depends on how you set up your scrips. >Our uses are going to be very simple. We just want to make sure that a >ticket is created from every email sent to that rt email address. Is this >the best way to do this, and am I missing any steps. It may be sufficient to just have all tickets created in a general queue and either manually or through scrips move new tickets into the proper queue. Then you could just let RT handle routing follow ups. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From seph at directionless.org Thu Aug 5 21:10:06 2004 From: seph at directionless.org (seph) Date: Thu, 05 Aug 2004 21:10:06 -0400 Subject: [rt-users] Re: Setting up rt-mailgate In-Reply-To: <0FDFC33E89EC734387E0359C1662EFB50B479D91@mail.admin.wpi.edu> (Alex Brelsfoard's message of "Thu, 5 Aug 2004 16:28:02 -0400") References: <0FDFC33E89EC734387E0359C1662EFB50B479D91@mail.admin.wpi.edu> Message-ID: > Here's my question. What is the exact definition of "correspondence" and > "Comment" for the action. I'm sure this is documented. But here goes... There's no technical difference between correspondence and comments. They exist as separate types so people can have different sets of actions. For example, the usual case is to have correspondence visible and propagated to customers, while comments are private among the support staff. seph From cubic at acronis.ru Fri Aug 6 03:32:32 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 06 Aug 2004 11:32:32 +0400 Subject: [rt-users] Re: Disable AutoReply for certain email address In-Reply-To: References: Message-ID: <41133410.30303@acronis.ru> Write custom condition for autoreply scrip. Asif Iqbal wrote: > Not sure if anyone have seen this email, but I am still looking for > some one this. > > Thanks > > On Wed, 4 Aug 2004 00:47:55 -0400, Asif Iqbal wrote: > >>Hi All >> >>Is there a way I can disable AutoReply only for some email addresses >>for a specific queue? >> >>Thanks for the help >> >>-- >>Asif Iqbal >>PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >> > > > From vadud3 at gmail.com Fri Aug 6 08:21:11 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Fri, 6 Aug 2004 08:21:11 -0400 Subject: [rt-users] Re: Disable AutoReply for certain email address In-Reply-To: <41133410.30303@acronis.ru> References: <41133410.30303@acronis.ru> Message-ID: I noticed one in the archive http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005063.html So for my case the custom action would be if that email address matches do not AutoReply I am not a Perl guru and some help with that would be greatly appreciated Thanks On Fri, 06 Aug 2004 11:32:32 +0400, Ruslan U. Zakirov wrote: > Write custom condition for autoreply scrip. > > > > Asif Iqbal wrote: > > Not sure if anyone have seen this email, but I am still looking for > > some one this. > > > > Thanks > > > > On Wed, 4 Aug 2004 00:47:55 -0400, Asif Iqbal wrote: > > > >>Hi All > >> > >>Is there a way I can disable AutoReply only for some email addresses > >>for a specific queue? > >> > >>Thanks for the help > >> > >>-- > >>Asif Iqbal > >>PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > >> > > > > > > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From cubic at acronis.ru Fri Aug 6 08:30:00 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 06 Aug 2004 16:30:00 +0400 Subject: [rt-users] Re: Disable AutoReply for certain email address In-Reply-To: References: <41133410.30303@acronis.ru> Message-ID: <411379C8.4070405@acronis.ru> Asif Iqbal wrote: > I noticed one in the archive > > http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005063.html yes. With small addition: You should check that transaction type is Create. return 0 unless $self->TransactionObj->Type eq 'Create'; > > So for my case the custom action would be if that email address > matches do not AutoReply > > I am not a Perl guru and some help with that would be greatly appreciated May be it's time too learn perl a little. :) > > Thanks > > On Fri, 06 Aug 2004 11:32:32 +0400, Ruslan U. Zakirov wrote: > >>Write custom condition for autoreply scrip. >> >> >> >>Asif Iqbal wrote: >> >>>Not sure if anyone have seen this email, but I am still looking for >>>some one this. >>> >>>Thanks >>> >>>On Wed, 4 Aug 2004 00:47:55 -0400, Asif Iqbal wrote: >>> >>> >>>>Hi All >>>> >>>>Is there a way I can disable AutoReply only for some email addresses >>>>for a specific queue? >>>> >>>>Thanks for the help >>>> >>>>-- >>>>Asif Iqbal >>>>PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu >>>> >>> >>> >>> >> > > From ostrowb at tblc.org Fri Aug 6 12:02:40 2004 From: ostrowb at tblc.org (Ben Ostrowsky) Date: Fri, 06 Aug 2004 12:02:40 -0400 Subject: [rt-users] Installation: mod_perl handler? Message-ID: <4113ABA0.2010205@tblc.org> I'm trying to install Request Tracker 3.2.1. Yesterday I recompiled a -LOT- of things to get them to all work together, and I finally ended up with: Server Version: Apache/1.3.31 (Unix) mod_ssl/2.8.19 OpenSSL/0.9.7d PHP/4.3.8 mod_perl/1.29 (I also had to upgrade MySQL to 4.x and Perl to 5.8.5, and install various Perl modules.) The error message I'm getting when I go to http://rt.tblc.org/ is: "You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler." I was pretty sure I'd been doing this already. This is from httpd.conf: ServerName rt.tblc.org DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only # PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Since http://www.tblc.org/perl-status is working pretty well (and rt.tblc.org is a virtual host on www.tblc.org), I'm guessing that mod_perl is already running. But what would the mod_perl *handler* be? I take it it's got something to do with what's in the declaration, and it's true that perl-status doesn't show RT::Mason in the list of loaded modules (although there are plenty of RT:: modules loaded)... I feel like I'm *sooo* close. This is so painful. Can anyone tell me what I'm doing wrong? Ben From dmd at speakeasy.org Fri Aug 6 15:33:06 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 6 Aug 2004 12:33:06 -0700 (PDT) Subject: [rt-users] RT schema Message-ID: Howdy, Anyone have the url for the RT schema? Checked www.bestpractical.com under "docs for rt2" and "Documentation" . Or if anyone knows a good schema plotting client that would probably be just as useful. Thanks! Dave D +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From m-liebman at northwestern.edu Fri Aug 6 15:38:51 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 6 Aug 2004 15:38:51 -0400 Subject: [rt-users] RT schema In-Reply-To: References: Message-ID: <20040806193851.GA1684@SDF.LONESTAR.ORG> On Fri, Aug 06, 2004 at 12:33:06PM -0700, Dave Dennis wrote: > Anyone have the url for the RT schema? Checked www.bestpractical.com > under "docs for rt2" and "Documentation" . http://svn.bestpractical.com/cgi-bin/index.cgi/public/log/rt/branches/3.2-RELEASE/docs/rt3-schema-relationships.dot There used to be an image in RTFM, but the article doesn't seem to work anymore. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From Laura.Thurber at trx.com Fri Aug 6 15:54:32 2004 From: Laura.Thurber at trx.com (Laura Thurber) Date: Fri, 6 Aug 2004 15:54:32 -0400 Subject: [rt-users] RT_SiteConfig.pm Message-ID: I just installed RTFM, and when I try to restart apache I get this: ./apachectl restart: httpd not running, trying to start [Fri Aug 6 15:47:46 2004] [error] Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.4/i686-linux-thread-multi-64int /usr/lib/perl5/5.8.4 /usr/lib/perl5/site_perl/5.8.4/i686-linux-thread-multi-64int /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at /opt/rt3/lib/RT.pm line 105.\nCompilation failed in require at (eval 6) line 1.\n Syntax error on line 938 of /usr/local/apache/conf/httpd.conf: Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.4/i686-linux-thread-multi-64int /usr/lib/perl5/5.8.4 /usr/lib/perl5/site_perl/5.8.4/i686-linux-thread-multi-64int /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at /opt/rt3/lib/RT.pm line 105. Compilation failed in require at (eval 6) line 1. ./apachectl restart: httpd could not be started Does anyone know what this means? I know darn well that /opt/rt3/etc/RT_SiteConfig.pm exists. -Laura From hegbloom at pdx.edu Fri Aug 6 16:14:04 2004 From: hegbloom at pdx.edu (Karl Hegbloom) Date: Fri, 06 Aug 2004 13:14:04 -0700 Subject: [rt-users] RT_SiteConfig.pm In-Reply-To: References: Message-ID: <1091823244.12992.100.camel@bittersweet.localnet> On Fri, 2004-08-06 at 15:54 -0400, Laura Thurber wrote: > > Does anyone know what this means? I know darn well that /opt/rt3/etc/ > RT_SiteConfig.pm exists. But it's not on the @INC path. 'cd /opt/rt3/local/lib && ln -s /opt/ rt3/etc/RT_SiteConfig.pm .' should fix it. -- Karl Hegbloom From pmcferrin at lucent.com Fri Aug 6 17:38:47 2004 From: pmcferrin at lucent.com (pmcferrin at lucent.com) Date: Fri, 6 Aug 2004 17:38:47 -0400 (EDT) Subject: [rt-users] rt-mailgate/apache 404/405 errors Message-ID: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> Hello: I'm using RT3.0.10 with Apache 1.3.31 & mod_perl along with fetchmail. When fetchmail executes rt-mailgate, I get the following in Apache error log: [Fri Aug 6 13:12:43 2004] [error] [client 127.0.0.1] File does not exist: /bld/RT/apache/htdocs//REST/1.0/NoAuth/mail-gateway and access_log has: 127.0.0.1 - - [06/Aug/2004:13:12:41 -0400] "POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 404 315 The problem is that "htdocs" is NOT defined as the DocumentRoot of my virtual server. Here is the lines from httpd.conf: ServerName bison.cb.lucent.com DocumentRoot /bld/RT/share/html AddDefaultCharset UTF-8 # PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /bld/RT/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason So I decided to create a symbolic link in htdocs to REST directory: $ cd /bld/RT/apache/htdocs $ ln -s /bld/RT/share/html/REST REST Now the "404" error turns into a "405" error with the following error message in fetchmail log (from rt-mailgate): 405 Method Not Allowed I guess my questions are: 1. How did the reference to /bld/RT/apache/htdocs occurr ?? 2. Why didn't the symbolic link fix the problem? 3. Where else did I screw up? There were no new entries in rt.log for this event. I noticed that rt-mailgate has many references to "http://localhost" -Paul McFerrin From alesh at sportina.si Fri Aug 6 17:57:17 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Fri, 6 Aug 2004 23:57:17 +0200 Subject: [rt-users] RT schema In-Reply-To: Message-ID: <200408062157.i76LvOaw006044@ sportina.si> dbdesigner4 => http://www.fabforce.net/dbdesigner4/ A. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Dennis Sent: Friday, August 06, 2004 9:33 PM To: RT-users Subject: [rt-users] RT schema Howdy, Anyone have the url for the RT schema? Checked www.bestpractical.com under "docs for rt2" and "Documentation" . Or if anyone knows a good schema plotting client that would probably be just as useful. Thanks! Dave D +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From mikef at ack.Berkeley.EDU Fri Aug 6 18:26:46 2004 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Fri, 6 Aug 2004 15:26:46 -0700 (PDT) Subject: [rt-users] API Documentation In-Reply-To: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> References: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> Message-ID: We're currently running RT 2.0.15 with plans to upgrade to a current version of RT3 in the near future. My particular interest is in the perl API, because I have written a lot of perl scripts that allow us to integrate RT functionality into some of our other processes. With RT2, I've been using the primitive CLI in my scripts, mostly because when I started I didn't even know there was a real perl API to RT. But a few months ago, I was told on this list that RT2, as well as RT3, has an API. If not now, then at least when we go to RT3, I'd like to start using the API instead. My problem is that I'd like some documentation on how to use the API, e.g. how to create a ticket, update a ticket (change its queue, its status, add a comment, resolve it, etc.) from perl. The main benefit over the CLI I'm using now would be return codes and error messages so that my scripts can have reliable information about success and failure of particular functions. But I was also told on this list that there's no documentation; that I should look at the source. But this can be quite time-consuming. I've looked at some of the perl code that comes with RT, so I have an idea of what the API looks like. But what I'd really like is what would normally appear on a man page, e.g, prototype function calls with return values. If this isn't actually documented, perhaps someone could post sample code to do the following kinds of things. (Where RT2 and RT3 differ, I'd prefer the RT3 version). I've shown the CLI equivalent that I'm using now: o Create a ticket: rt --create --noedit --status=sssss --owner=ooooo --queue=qqqq --requestors=rrrrr --subject='sss sss' --source [filename | -] o Change a ticket's queue, status, etc.: rt --id=nnnnn --queue=qqqqq --status=ssssss o Add a comment to a ticket (using a file or STDIN as the source): rt --id=nnnnn --comment --noedit --source [filename | -] o Search for a ticket with particular contents in the Subject: rt --limit-subject='sss sss sss' --summary %id5%created25%subject80 o Update the set of Requestors for a ticket: Currently, I need to retrieve the list of Requestors, subtract each Requestor one at a time, then add each new Requestor, one at a time (pseudo-code follows): $rtout = `rt --id=nnnnn --summary '%requestor200'`; ... @requestors = split(/\,/,$rtout); for ($i = 0; $i <= $#requestors; $i++) { system("rt --id=nnnnn --requestors=-$requestors[$i]"); } ... Then add new Requestors, one at a time. You get the idea. If I could see sample code to do each, or some, of the above using the API, I could proceed from there. Thanks. Mike ------------------------------------------------------------------------------ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu ------------------------------------------------------------------------------ From fstanley at netburner.com Fri Aug 6 20:59:22 2004 From: fstanley at netburner.com (Forrest Stanley) Date: Fri, 06 Aug 2004 16:59:22 -0800 Subject: [rt-users] WikiFormat guide for RTFM Message-ID: <6.1.2.0.2.20040806165136.01f17ea0@mail.netburner.com> Hello, I wrote a guide for the WikiFormat rules used by RTFM. I know many people have asked this in the past, including me. I finally broke down and analyzed wikiformat.pm. I wrote this guide, which I will add to the wiki page on Monday. Any ways, I hope that this helps other users that are having problems with Wiki. WikiFormat Rules and Usage for RTFM RTFM uses a special formatting language called WikiFormat. This language is a quick way to create a professional looking page in HTML with no knowledge of HTML. This guide will provide a cheat sheet for using Text::WikiFormat, as well as some underlying code changes that can be made to modify the way the text is formatted. WikiFormat Options By default, RTFM's WikiFormat uses the following rules, which may be added or modified by modifying /path/to/RT/lib/RT/FM/ArticleCFValue_Overlay.pm, line 100ish (search for 'my %wiki_options') prefix => 'Display.html?Class='.$self->ArticleObj->ClassObj->id.'&Name=' The prefix of any links. In HTML mode, this is the path to the Wiki. The actual linked item itself will be appended to the prefix. This is used to create full URIs. You probably should not change this in RTFM. extended => '1' A boolean flag to use extended linking semantics. Links are marked by square brackets. An optional title may occur after the link target, preceded by an open pipe. That is to say, these are valid extended links: [a valid link] [http://link|title] implicit_links => '1' A boolean flag to cause links to be created wherever a StudlyCapsString is seen. Note that if you disable this flag, you'll most likely be wanting to enable the extended one also, or there will be no way of creating links in your documents. WikiFormat Rules I will do my best to cover all the rules of Text::WikiFormat. This list may be incomplete, so feel free to add/modify as seen fit. Please note, spaces matter in Wiki, if there is a space in the ruleset, odds are it is required in Wiki. Also note, many html commands work in WikiFormat; I will not cover many HTML rules. Basic Text Rules: Pressing enter will create a new line in the text Extra spaces are disregarded in Wiki, multiple spaces will yield 1 space = Headline = Text within the = will be printed much larger than normal, and will be colored == Headline2 == This is a smaller headline. === will create an even small headline ''' strong ''' This will bold the text within the ''' '' emphasized '' This will italics the text within the '' ---- This will create a line running the length of the screen.
Used to create a newline Lists: All lists must be preceded with 4 or more spaces, or a tab. Wiki support unordered and ordered lists. Ordered List example: 1. Item 1 2. Item 2 a. Subitem 1 b. Subitem 2 3. Item 3 Unordered List example: * Unordered Item 1 * Unordered Item 2 * Unordered Item 3 Forrest Stanley NetBurner Inc. fstanley at netburner.com 858-558-0293 x204 "Networking in 1 Day!" Find out how at http://www.netburner.com From m-liebman at northwestern.edu Fri Aug 6 21:14:13 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 06 Aug 2004 21:14:13 -0400 Subject: [rt-users] API Documentation In-Reply-To: References: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> Message-ID: <6.1.1.1.2.20040806211147.02a3ef38@mail.freeshell.org> At 06:26 PM 8/6/2004, Mike Friedman wrote: >But I was also told on this list that there's no documentation; that I >should look at the source. But this can be quite time-consuming. I've >looked at some of the perl code that comes with RT, so I have an idea of >what the API looks like. But what I'd really like is what would normally >appear on a man page, e.g, prototype function calls with return values. Most of the API should be internally documented with POD. Just run perldoc on the file you are interested in and you will get the sort of documentation that is standard with a Perl module. On the wiki, there are some howtos and examples that might help you get started. However, the actual Mason components are the definitive reference implementation of the API and it is often worth looking through that code. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From seph at directionless.org Sat Aug 7 09:47:18 2004 From: seph at directionless.org (seph) Date: Sat, 07 Aug 2004 09:47:18 -0400 Subject: [rt-users] Re: rt-mailgate/apache 404/405 errors In-Reply-To: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> (pmcferrin@lucent.com's message of "Fri, 6 Aug 2004 17:38:47 -0400 (EDT)") References: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> Message-ID: > [Fri Aug 6 13:12:43 2004] [error] [client 127.0.0.1] File does not exist: /bld/RT/apache/htdocs//REST/1.0/NoAuth/mail-gateway > > The problem is that "htdocs" is NOT defined as the DocumentRoot of > my virtual server. Here is the lines from httpd.conf: No, that's not your problem, and you failed to read your error message. RT mailgate is accessing apache via localhost, 127.0.0.1, while your virtual server is defined as only being for 135.7.16.181 seph From pmcferrin at insight.rr.com Sat Aug 7 13:21:35 2004 From: pmcferrin at insight.rr.com (Paul McFerrin) Date: Sat, 07 Aug 2004 13:21:35 -0400 Subject: [rt-users] Re: rt-mailgate/apache 404/405 errors In-Reply-To: References: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> Message-ID: <41150F9F.9080002@insight.rr.com> I figureed it was a localhost problem but can I configure Apache with a VirtualServer of more that one IP address? (127.0.0.1 & 135.7.16.181) seph wrote: >> [Fri Aug 6 13:12:43 2004] [error] [client 127.0.0.1] File does not exist: /bld/RT/apache/htdocs//REST/1.0/NoAuth/mail-gateway >> > > >>The problem is that "htdocs" is NOT defined as the DocumentRoot of >>my virtual server. Here is the lines from httpd.conf: > > > No, that's not your problem, and you failed to read your error > message. RT mailgate is accessing apache via localhost, 127.0.0.1, > while your virtual server is defined as only being for 135.7.16.181 > > seph > From les at futuresource.com Sat Aug 7 15:32:21 2004 From: les at futuresource.com (Les Mikesell) Date: Sat, 07 Aug 2004 14:32:21 -0500 Subject: [rt-users] Re: rt-mailgate/apache 404/405 errors In-Reply-To: <41150F9F.9080002@insight.rr.com> References: <200408062138.i76Lclb29953@cbextreme.cb.lucent.com> <41150F9F.9080002@insight.rr.com> Message-ID: <1091907140.4835.11.camel@les-home.futuresource.com> On Sat, 2004-08-07 at 12:21, Paul McFerrin wrote: > I figureed it was a localhost problem but can I configure Apache with a VirtualServer of > more that one IP address? (127.0.0.1 & 135.7.16.181) Yes, if you are doing IP based vhosts, just list all IP's involved in the VirtualHost tag. If you are doing name based vhosts and want to tie to all interfaces, use: NameVirtualHost *:80 and ServerName firstvhost.mydomain ... ServerName secondvhost.mydomain ... Names that aren't an exact for a SeverName or ServerAlias entry go to the first VirtualHost for the IP:port combination. However you could solve this particular problem by telling rt-mailgate to send to the 135.7.16.181 address or name instead of localhost so apache will match the correct existing vhost. --- Les Mikesell les at futuresource.com From rainer at ultra-secure.de Sat Aug 7 20:06:25 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Sun, 8 Aug 2004 02:06:25 +0200 (CEST) Subject: [rt-users] Errors when closing a ticket Message-ID: <28338.217.232.237.100.1091923585.squirrel@217.232.237.100> Hi, I've installed RT3.2.1 in a FreeBSD4.9p4-jail with mysql, apache2+modperl2. It did not use the port (as it was not there then) and it is more of a test-installation than a production-environment, but nevertheless I'd like to understand this problem: It seems to work mostly, but sometimes I get errors like this: error: Undefined subroutine &ModPerl::Util::exit called at /usr/local/lib/perl5/5.8.4/mach/Sys/Syslog.pm line 374. context: ... 370: } 371: } else { 372: if (open(CONS, ">/dev/console")) { 373: my $ret = print CONS $buf . "\r"; 374: exit ($ret) if defined $pid; 375: close CONS; 376: } 377: exit if defined $pid; 378: } ... code stack: /usr/local/lib/perl5/5.8.4/mach/Sys/Syslog.pm:374 /usr/local/lib/perl5/5.8.4/mach/Sys/Syslog.pm:340 /usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch/Syslog.pm:77 /usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch/Output.pm:41 /usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch.pm:95 /usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch.pm:74 /usr/local/lib/perl5/site_perl/5.8.4/Log/Dispatch.pm:22 /usr/local/rt3/lib/RT/Transaction_Overlay.pm:118 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3677 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2997 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:3026 /usr/local/rt3/share/html/Ticket/Display.html:96 /usr/local/rt3/share/html/autohandler:199 raw error This just happened when I wanted to "take" an unassigned ticket, it also happens when I want to close a new ticket etc. The ticket-history is updated, but the new status is not set. The FreeBSD p5-Log-Dispatch port offers these additional options (which I have chosen not to install - should I?): [ ] ApacheLog requires Apache::Log x x x x [ ] Email::MIMELite requires MIME::Lite x x x x [ ] Email::MailSend requires Mail::Send x x x x [ ] Email::MailSendmail requires Mail::Sendmail x x x x [ ] Mail::Sender requires Mail::Sender x x x x [X] Syslog requires Sys::Syslog (already installed) x x x x Any idea what needs to be done ? Rainer From m-liebman at northwestern.edu Sun Aug 8 06:27:12 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sun, 8 Aug 2004 06:27:12 -0400 Subject: [rt-users] Tickets Display and Rights In-Reply-To: <20040807150623.GA31406@ns2.wananchi.com> References: <20040804144538.GF67759@ns2.wananchi.com> <20040804153814.GA3781@SDF.LONESTAR.ORG> <20040807150623.GA31406@ns2.wananchi.com> Message-ID: <20040808102712.GA4190@SDF.LONESTAR.ORG> Please keep this on the list so everyone can benefit. On Sat, Aug 07, 2004 at 06:06:23PM +0300, Odhiambo Washington wrote: > * Michael S. Liebman [20040804 18:39]: wrote: > > Have a look at the Buglist > > http://download.bestpractical.com/pub/rt/contrib/3.0/Buglist.html for > > an example of a custom report. That list groups by a "milestone" > > custom field, but you could just as easily group by owner. > > That thing has no README associated with it. I could have easily figure > out what to do with it if I knew something in Perl, but alas!! No clue. > May you kindly explain to me how it can be used/deployed? Put that file somewhere in your /path/to/rt3/local/html. Most people put the Buglist in /NoAuth/ if it is their public bug list. If you want to use it as is, just create a select single custom field named 'Milestone' and pass the queue you want to list as the ?q= get parameter. If you want to customize it, it is time to learn Perl. :) Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From carl at xena.IPAustralia.gov.au Sun Aug 8 19:53:56 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Mon, 09 Aug 2004 09:53:56 +1000 Subject: [rt-users] TransactionBatch and TransactionCreate In-Reply-To: <1091719764.1327.4.camel@europium.audiumcorp.com> References: <1091632032.1186.30.camel@europium.audiumcorp.com> <4110FED2.6090204@acronis.ru> <1091646150.2415.4.camel@europium.audiumcorp.com> <41121E6E.2020203@acronis.ru> <1091719764.1327.4.camel@europium.audiumcorp.com> Message-ID: <4116BD14.8040409@xena.ipaustralia.gov.au> Hi Michael, Michael Bochynski wrote: > >Is there any other way to automatically add AdminCC and notify them >about a ticket being opened? I don't want to make them queue watchers, >because they will be added to only certain tickets, based on some >criteria. > > I just bounced against this. I found that if you add an AdminCC via a per-queue scrip then the global "Notify AdminCC" scrip ignores it. I'm not sure why as another global scrip to notify owners when a slip is assigned to them works fine when the user is assigned via a per-queue scrip. Weird. I worked around it by disabling the global "Notify AdminCC" scrip and creating a per-queue one exactly the same, but just for that queue. That seems to work as expected. This is in RT 3.2.1, Perl 5.8.4. Carl. From support at cyberpro.com.au Mon Aug 9 05:02:07 2004 From: support at cyberpro.com.au (CyberPro Support) Date: Mon, 9 Aug 2004 19:02:07 +1000 Subject: [rt-users] Loss of feature 2.x to 3.0.11 ( perhaps related to CustomFieldsOnReply ) Message-ID: <052e01c47def$8c2c0f50$94c9fea9@hellcat> Hi All, We used a feature in 2 series where we could update custom fields from the "bulk update" screen. As we use RHES 3 with 5.8.0 Perl we are using RT 3.0.11 with the perl workaround patch. Following was found on the Wiki, and in our RT list archive: ============= The attached patch for RT 3.2.0 allows editing of custom fields when updating (reply, comment or resolve) a ticket. Complete directions are at http://wiki.bestpractical.com/index.cgi?CustomFieldsOnUpdate. Thanks to Ruslan Zakirov for the orignal patch against RT 3.0. ============== I presume this patch would give me back the ability to update custom fields on a bulk update. The patch does not look too complicated, but can anyone point me to the original 3.0 series patch? TIA, Ian Ward From jmaderios at bigrocksports.com Mon Aug 9 09:50:06 2004 From: jmaderios at bigrocksports.com (Jason Maderios) Date: Mon, 9 Aug 2004 09:50:06 -0400 Subject: [rt-users] Install Problem: RT requires that MySQL be InnoDB table support be enabled. Message-ID: <000101c47e17$cab20b30$140a090a@jmaderiosxp> All- I've have completed the rest of the install and solved all the perl dependencies however when I go to initialize the DB I get this error: OS: Fedora 1 Perl: 5.8.3 Mysql: 3.23.58 RT: 3.2.1 [root at mts-fs rt-3.2.1]# make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. RT requires that MySQL be InnoDB table support be enabled. Remove the 'skip-innodb' line from your my.cnf file, restart MySQL, and try again. make: *** [initialize-database] Error 255 /etc/my.cnf [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock set-variable = key_buffer=128M set-variable = max_allowed_packet=20M set-variable = table_cache=256 set-variable = sort_buffer=8M set-variable = record_buffer=4M set-variable = myisam_sort_buffer_size=64M set-variable = thread_cache=8 # set-variable = thread_stack=256k # Try number of CPU's*2 for thread_concurrency set-variable = thread_concurrency=8 [mysql.server] user=mysql basedir=/var/lib [safe_mysqld] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid Has anyone seen this before? Jason ------------------------------------------------------------------------ ------------------------------------- | Jason Maderios | jmaderios at bigrocksports.com | | Unix Systems Administrator | W: 252-726-6186 X5432 | | Big Rock Sports | C: 252-241-8774 | ------------------------------------------------------------------------ ------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From support at cyberpro.com.au Mon Aug 9 09:56:56 2004 From: support at cyberpro.com.au (Les Stott) Date: Mon, 9 Aug 2004 23:56:56 +1000 Subject: [rt-users] Bulk Update - Patch for updating custom fields doesn't work Message-ID: <051601c47e18$d5d9eb80$c6eefea9@quicksilver> Hi All, we use RHES 3 with 5.8.0 Perl we are using RT 3.0.11 with the perl workaround patch. I have found on the user lists a patch to allow bulk updating of custom fields. (This feature was available in version 2, but has disappeared from version 3) http://marc.free.net.ph/message/20040730.214644.a0e68191.html So i downloaded the patch and attemtped to apply to Bulk.html. But i got the following when patching.... ********************************************************************************* File to patch: Bulk.html patching file Bulk.html Hunk #1 FAILED at 138. 1 out of 1 hunk FAILED -- saving rejects to file Bulk.html.rej missing header for unified diff at line 47 of patch can't find file to patch at input line 47 Perhaps you used the wrong -p or --strip option? The text leading up to this was: -------------------------- | <& /Elements/TitleBoxEnd &> | | | | <& /Elements/TitleBoxStart, title => loc('Edit Links'), color => "#336633"&> | -------------------------- File to patch: Bulk.html patching file Bulk.html Hunk #1 FAILED at 214. 1 out of 1 hunk FAILED -- saving rejects to file Bulk.html.rej missing header for unified diff at line 73 of patch can't find file to patch at input line 73 Perhaps you used the wrong -p or --strip option? The text leading up to this was: -------------------------- | | my $do_comment_reply=0; | # Prepare for ticket updates | -------------------------- File to patch: Bulk.html patching file Bulk.html Hunk #1 FAILED at 261. 1 out of 1 hunk FAILED -- saving rejects to file Bulk.html.rej missing header for unified diff at line 95 of patch can't find file to patch at input line 95 Perhaps you used the wrong -p or --strip option? The text leading up to this was: -------------------------- | #Update the links | $ARGS{'id'} = $Ticket; | $ARGS{$Ticket->Id.'-MergeInto'} = $ARGS{'Ticket-MergeInto'}; | -------------------------- File to patch: Bulk.html patching file Bulk.html Hunk #1 FAILED at 291. 1 out of 1 hunk FAILED -- saving rejects to file Bulk.html.rej ********************************************************************************* It appears that the patch was written for 3.2 and is not compatible with 3.0.11. Can anyone supply the correct patch? or a pre-patched Bulk.html file? This is quite an important feature we need. Thanks in advance Regards, Les Stott -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Mon Aug 9 10:18:03 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 09 Aug 2004 16:18:03 +0200 Subject: [rt-users] Install Problem: RT requires that MySQL be InnoDB table support be enabled. In-Reply-To: <000101c47e17$cab20b30$140a090a@jmaderiosxp> References: <000101c47e17$cab20b30$140a090a@jmaderiosxp> Message-ID: <1092061082.17617.78.camel@linux-mobile.example.net> Am Mo, 2004-08-09 um 15.50 schrieb Jason Maderios: > All- > > > > > > I?ve have completed the rest of the install and solved all the perl > dependencies however when I go to initialize the DB I get this error: > > > > OS: Fedora 1 > > Perl: 5.8.3 > > Mysql: 3.23.58 I think mysql 4.0.x is pretty much mandatory now. I wouldn't be surprised if all sorts of problems arose when using 3.x-series mysql. Is it possible to update FC1 to FC2 or FC3 (a la FreeBSD cvsup and make world - I'm not a RH user at all, so I don't know) ? I think there are tutorials for FC2 and RT either in the list-archive or in the wiki. Rainer From ostrowb at tblc.org Mon Aug 9 11:34:07 2004 From: ostrowb at tblc.org (Ben Ostrowsky) Date: Mon, 09 Aug 2004 11:34:07 -0400 Subject: [rt-users] Installation: mod_perl handler? In-Reply-To: <20040807184959.GC31406@ns2.wananchi.com> References: <4113ABA0.2010205@tblc.org> <20040807184959.GC31406@ns2.wananchi.com> Message-ID: <4117996F.8010603@tblc.org> Odhiambo Washington wrote: > In httpd.conf, the lines that activate the Perl Module handler in Apache > are: > LoadModule perl_module libexec/apache/libperl.so > AddModule mod_perl.c I added the first line (substituting /usr/lib for libexec, since that's what all the other lines said), confirmed that the second line was already there, killed all apache processes, and started apache again. Still not working. (I'm not sure whether I compiled mod_perl statically into Apache -- how would I find out?) > What do you get when you do: > apachectl configtest Syntax OK [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_userdir.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_ssl.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_php4.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_perl.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_setenvif.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_auth.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_access.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_rewrite.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_alias.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_speling.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_actions.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_imap.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_asis.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_cgi.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_dir.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_autoindex.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_include.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_status.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_negotiation.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_mime.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_log_config.c: not found in module list [Mon Aug 9 11:31:24 2004] [error] Cannot remove module mod_env.c: not found in module list > Again, when you cd into the source of rt-3.2.1 and do > make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (wwwrun)...found web group (nogroup)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...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::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.01...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...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 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found Ben From RSpencer at evare.com Mon Aug 9 12:41:54 2004 From: RSpencer at evare.com (Spencer, Roger) Date: Mon, 9 Aug 2004 12:41:54 -0400 Subject: [rt-users] Problem with attachments section after upgrade. Message-ID: <43320F7FC0208A4AA0078C267C19B2F101CED0B9@clavin.fw.evare.com> Upgraded from 3.0.11 to 3.2.1. I'm having a problem with displaying a ticket. It halts at the attachment section and gives the following error: error: Can't call method "Next" on an undefined value at /usr/local/rt3/share/html/Ticket/Elements/ShowAttachments line 67. context: ... 63: 64: <%INIT> 65: my %documents; 66: 67: while ( my $attach = $Attachments->Next() ) { 68: next unless ($attach->Filename()); 69: unshift( @{ $documents{ $attach->Filename } }, $attach ); 70: } 71: ... code stack: /usr/local/rt3/share/html/Ticket/Elements/ShowAttachments:67 /usr/local/rt3/share/html/Ticket/Elements/ShowSummary:68 /usr/local/rt3/share/html/Ticket/Display.html:35 /usr/local/rt3/share/html/autohandler:199 raw error I've tracked $Attachments back to rt3/share/html/Ticket/Elements/FindAttachments: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); Got stuck trying to find what RT::Attachments is doing. I'm guessing the DB modifications failed and the query that tries to find the attachments is failing, but that's as far as I've been able to get. Any help would be appreciated. Roger Spencer RSpencer at evare.com From cal.sawyer at framestore-cfc.com Mon Aug 9 13:03:56 2004 From: cal.sawyer at framestore-cfc.com (Cal Sawyer) Date: Mon, 09 Aug 2004 18:03:56 +0100 Subject: [rt-users] Nonfunctioning Saved Searches ... again In-Reply-To: <20040805184117.5587784C3A1@pallas.eruditorum.org> References: <20040805184117.5587784C3A1@pallas.eruditorum.org> Message-ID: <4117AE7C.1070000@framestore-cfc.com> Looking through the syslog (/var/log/messages) for our RT server, it sppears that the upgrade from 3.04 to 3.2 did not create one particular table in which saved searches are stored. Here is one of several error messages that result from trying to save a search: rttest RT: DBD::mysql::st execute failed: Table 'datart.Attributes' doesn't exist at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt/lib/RT.pm:250) Could someone from BestPractical pls publish the schema for this table so we can attempt to tack it on by hand? Is there a better/smarter way to build it? thank you, - cal sawyer From jesse at bestpractical.com Mon Aug 9 13:05:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Aug 2004 13:05:15 -0400 Subject: [rt-users] Nonfunctioning Saved Searches ... again In-Reply-To: <4117AE7C.1070000@framestore-cfc.com> References: <20040805184117.5587784C3A1@pallas.eruditorum.org> <4117AE7C.1070000@framestore-cfc.com> Message-ID: <20040809170515.GS27954@pallas.eruditorum.org> > Could someone from BestPractical pls publish the schema for this table so > we can attempt to tack it on by hand? Is there a better/smarter way to > build it? Um. We did. It's even part of the upgrade procedure. Are you sure you followed all the upgrade instructions? > thank you, > > - cal sawyer > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From alexmv at bestpractical.com Mon Aug 9 14:26:10 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 09 Aug 2004 14:26:10 -0400 Subject: [rt-users] Install Problem: RT requires that MySQL be InnoDB table support be enabled. In-Reply-To: <1092061082.17617.78.camel@linux-mobile.example.net> References: <000101c47e17$cab20b30$140a090a@jmaderiosxp> <1092061082.17617.78.camel@linux-mobile.example.net> Message-ID: <1092075969.12932.8.camel@zoq-fot-pik.mit.edu> On Mon, 2004-08-09 at 15.50, Jason Maderios wrote: > I?ve have completed the rest of the install and solved all the perl > dependencies however when I go to initialize the DB I get this error: > [snip] This has been brought up recently; see http://gossamer-threads.com/lists/rt/users/35533 On Mon, 2004-08-09 at 10:18, Rainer Duffner wrote: > I think mysql 4.0.x is pretty much mandatory now. > I wouldn't be surprised if all sorts of problems arose when using > 3.x-series mysql. Correct; RT under MySQL < 4.0.x is unsupported. I've seen reports of it working, but bugs under MySQL 3.23.x will probably be answered with "..but does it work under 4.0.x?" - Alex -- Networking -- one letter away from not working From pmcferrin at insight.rr.com Mon Aug 9 14:24:41 2004 From: pmcferrin at insight.rr.com (Paul McFerrin) Date: Mon, 09 Aug 2004 14:24:41 -0400 Subject: [rt-users] FreezeThaw.pm error Message-ID: <4117C169.40405@insight.rr.com> Hello: I noticed in my rt.log logfile, I'm getting a number of the following errors being logged: (partial rt.log entry) [Sun Aug 8 04:34:33 2004] [error]: Do not know how to thaw data with code `F' at /bld/RT/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 542 FreezeThaw::thawScalar(0) called at /bld/RT/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 679 FreezeThaw::thaw('FrT%3B%402%7C%250%7C%241%7C4') called at /bld/RT/lib/RT/Tickets_Overlay.pm line 898 eval {...} called at /bld/RT/lib/RT/Tickets_Overlay.pm line 897 RT::Tickets::ThawLimits('RT::Tickets=HASH(0x15161ac)', 'FrT%3B%402%7C%250%7C%241%7C4') called at /bld/RT/lib/RT/Interface/Web.pm line 602 HTML::Mason::Commands::ProcessSearchQuery('ARGS', 'HASH(0x102c418)') called at /bld/RT/share/html/Search/Listing.html line 101 HTML::Mason::Commands::__ANON__('DateType', 'Created', 'OwnerOp', '=', 'CompileRestriction', 1, 'RefreshSearchInterval', -1, 'ValueOfOwner', ...) called at /bld/RT/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x11b002c)', 'DateType', 'Created', 'OwnerOp', '=', 'CompileRestriction', 1, 'RefreshSearchInterval', -1, ...) called at /bld/RT/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} called at /bld/RT/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp('undef', 'undef', 'DateType', 'Created', 'OwnerOp', '=', 'CompileRestriction', 1, 'RefreshSearchInterval', ...) called at /bld/RT/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 760 More of the above lines followed by a stack trace. Anyone know why this error is occurring? I'm using RT 3.0.10. RT "appears" to be otherwise functioning. -paul From RSpencer at evare.com Mon Aug 9 14:39:05 2004 From: RSpencer at evare.com (Spencer, Roger) Date: Mon, 9 Aug 2004 14:39:05 -0400 Subject: [rt-users] Problem with attachments section after upgrade. Message-ID: <43320F7FC0208A4AA0078C267C19B2F101CED0BA@clavin.fw.evare.com> Well, I got it working. I installed to a new directory, pointed apache at it, and it works. I think I made the mistake of not moving out the existing files before the upgrade. Roger Spencer RSpencer at evare.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Spencer, Roger Sent: Monday, August 09, 2004 12:42 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem with attachments section after upgrade. Upgraded from 3.0.11 to 3.2.1. I'm having a problem with displaying a ticket. It halts at the attachment section and gives the following error: error: Can't call method "Next" on an undefined value at /usr/local/rt3/share/html/Ticket/Elements/ShowAttachments line 67. context: ... 63: 64: <%INIT> 65: my %documents; 66: 67: while ( my $attach = $Attachments->Next() ) { 68: next unless ($attach->Filename()); 69: unshift( @{ $documents{ $attach->Filename } }, $attach ); 70: } 71: ... code stack: /usr/local/rt3/share/html/Ticket/Elements/ShowAttachments:67 /usr/local/rt3/share/html/Ticket/Elements/ShowSummary:68 /usr/local/rt3/share/html/Ticket/Display.html:35 /usr/local/rt3/share/html/autohandler:199 raw error I've tracked $Attachments back to rt3/share/html/Ticket/Elements/FindAttachments: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); Got stuck trying to find what RT::Attachments is doing. I'm guessing the DB modifications failed and the query that tries to find the attachments is failing, but that's as far as I've been able to get. Any help would be appreciated. Roger Spencer RSpencer at evare.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From serge.bianda at appiancorp.com Mon Aug 9 14:46:58 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Mon, 9 Aug 2004 14:46:58 -0400 Subject: [rt-users] RT-Mailgate with Exchange Message-ID: Hello There: I just successfully completed the install of the latest release of RT on Fedora Core 2, so far I'm understanding the concept of RT, but in a more technical aspect, I might need some help, I wanted to know if there is anyone out there, who has successfully integrated RT-mailgate to use an Exchange server instead of Sendmail, unfortunately my company is using exchange for mail, so what possible ways can I set to make that operational, because when users send requests to an email address it goes to the exchange server and not sendmail. Thanks Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From BrettB at hkusa.com Mon Aug 9 15:29:06 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Mon, 9 Aug 2004 14:29:06 -0500 Subject: [rt-users] RT-Mailgate with Exchange Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D3B@EXCHANGE4> We use Exchange server. We had to set up Exchange to forward email to the RT box and that worked perfectly fine. So, support at hkusa.com gets forwarded (redirected) to support at hkrt.hkusa.com which is the RT box. -----Original Message----- From: Serge Bianda [mailto:serge.bianda at appiancorp.com] Sent: Monday, August 09, 2004 1:47 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT-Mailgate with Exchange Hello There: I just successfully completed the install of the latest release of RT on Fedora Core 2, so far I'm understanding the concept of RT, but in a more technical aspect, I might need some help, I wanted to know if there is anyone out there, who has successfully integrated RT-mailgate to use an Exchange server instead of Sendmail, unfortunately my company is using exchange for mail, so what possible ways can I set to make that operational, because when users send requests to an email address it goes to the exchange server and not sendmail. Thanks Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From mhackett at mixzon.com Mon Aug 9 15:27:01 2004 From: mhackett at mixzon.com (Matt Hackett) Date: Mon, 9 Aug 2004 12:27:01 -0700 Subject: [rt-users] RT-Mailgate with Exchange Message-ID: <449CA12ADC2F91468590AAB65D4C77F2059831@pinchot.mixzon.com> You should set up a working MTA on the machine which hosts RT and set it up according to the RT docs. Then simply create a contact in active directory with a primary SMTP address of some-queue at rtserver.somecompany.com. Add whatever addresses you want to be reachable/forwarded to RT as non-primary SMTP addresses on the "E-mail Addresses" tab of the contact's properties page. Exchange will accept the mail and forward it on to the MTA at rtserver.somecompany.com, which should in turn hand it off to rt-mailgate. Note that this means when users reply to correspondence from RT they will be responding to some-queue at rtserver.somecompany.com (or whatever address), thus at this point Exchange will not be involved and the mail will go directly to the RT server. If you have a firewall, this could present a problem. We solve that here with a Linux smarthost on the fringe which accepts all incoming mail and hands it off to Exchange or the RT server, depending on the address. You could also just change the RT settings to always point to Exchange addresses (ie, create another contact for some-queue-comments at rtserver.somecompany.com and some-other-queue at rtserver.somecompany.com, etc, etc). However, that method will quickly become cumbersome -- way too many contacts -- if you have more than one or two queues. Hope that helps. -- Matt Hackett MixZon Inc. 1033 SW Yamhill St. Suite 301 Portland, OR 97205 Ph: (503) 222-1022 -----Original Message----- From: Serge Bianda [mailto:serge.bianda at appiancorp.com] Sent: Monday, August 09, 2004 11:47 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT-Mailgate with Exchange Hello There: I just successfully completed the install of the latest release of RT on Fedora Core 2, so far I'm understanding the concept of RT, but in a more technical aspect, I might need some help, I wanted to know if there is anyone out there, who has successfully integrated RT-mailgate to use an Exchange server instead of Sendmail, unfortunately my company is using exchange for mail, so what possible ways can I set to make that operational, because when users send requests to an email address it goes to the exchange server and not sendmail. Thanks Serge From tmvier at triadsys.com Mon Aug 9 15:10:30 2004 From: tmvier at triadsys.com (Tom Vier) Date: Mon, 09 Aug 2004 15:10:30 -0400 Subject: [rt-users] enabling scrips Message-ID: <1092078630.1577.3.camel@localhost.localdomain> i haven't been able to get any scrips to work. specifically, i want autoreply with a ticket # to work. i can't figure out why it isn't working. is there some trick to enabling it? From justin at boingo.com Mon Aug 9 15:44:49 2004 From: justin at boingo.com (Derrick, Justin) Date: Mon, 9 Aug 2004 12:44:49 -0700 Subject: [rt-users] RT-Mailgate with Exchange Message-ID: Serge, My company also uses exchange and we have 2 separate RT systems running. The first system uses fetchmail from a local rt user on a daemon timer of 30 seconds to a pop3 login to get its mail from exchange. The second system has forwards from exchange to sendmail running on the rt system that uses the standard mail-gate setup. Both act about the same in terms of usage of resource on the exhange and local rt machines and both work just fine. Justin _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Serge Bianda Sent: Monday, August 09, 2004 11:47 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT-Mailgate with Exchange Hello There: I just successfully completed the install of the latest release of RT on Fedora Core 2, so far I'm understanding the concept of RT, but in a more technical aspect, I might need some help, I wanted to know if there is anyone out there, who has successfully integrated RT-mailgate to use an Exchange server instead of Sendmail, unfortunately my company is using exchange for mail, so what possible ways can I set to make that operational, because when users send requests to an email address it goes to the exchange server and not sendmail. Thanks Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Mon Aug 9 15:01:37 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 9 Aug 2004 15:01:37 -0400 Subject: [rt-users] enabling scrips In-Reply-To: <1092078630.1577.3.camel@localhost.localdomain> References: <1092078630.1577.3.camel@localhost.localdomain> Message-ID: <20040809190137.GH28862@chaka.net> Is it that the scrip doesn't run or just that the mail is never sent/received? -Todd On Mon, Aug 09, 2004 at 03:10:30PM -0400, Tom Vier wrote: > i haven't been able to get any scrips to work. specifically, i want > autoreply with a ticket # to work. i can't figure out why it isn't > working. is there some trick to enabling it? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From david.falkenburger at rbc.com Mon Aug 9 16:02:43 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Mon, 9 Aug 2004 16:02:43 -0400 Subject: [rt-users] Stats package Tabs Element Message-ID: <1AA4003F8D264140917F84EDBF6ED8590263D1FC@sew01063.maple.fg.rbc.com> Another suggestion: Create the following file: /path to rt3/local/html/Callbacks/Statistics/Elements/Tabs/Default <%init> $toptabs->{'ZZ-STATS'} = { title => 'Statistics', path => "Statistics/index.html" }; <%args> $toptabs =>undef This way you won't have to clobber the file: /path to rt3/local/html/Elements/Tabs This will use the Callback method to add Statistics item to the menu. Don't have to worry about changes to the original Tabs file anymore. Dave -----Original Message----- From: Ray Walters [mailto:ray.walters at kiffanalytical.com] Sent: Friday, July 30, 2004 5:45 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Stats package Tabs Element Thanks Bryan. I figured it was just a Nav change for 3.2 that had confused it. I actually solved it myself with a different easy fix after I sent the email. I just changed Search/Listing.html to Search/Build.html in the new Tabs file and it worked fine. Ray Bryan Pennington wrote: > > > Ray, > > I had the same problem. It's an easy fix. The navigation changed in 3.2. You > need to copy the Tabs file from the rt3/share tree to the /local tree and > then add the following. > > > Z => { title => 'Statistics', > path => 'Statistics/index.html' > }, > > > Bryan > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ray Walters > Sent: Friday, July 30, 2004 3:16 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Stats package Tabs Element > > I installed the Stats package, and then the Tickets tab stopped working. > The new Tabs Element that Statistics imports tries to go to > Search/Listing.html, while the 3.2.1 Tabs Element goes to Search/Build.html. > If you go to Search/Build.html manually, the Tab doesn't expand like it > should to show the Query options. I don't have a patch for it, but it > should be trivial for someone to solve. > > Ray > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Mon Aug 9 16:10:19 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 9 Aug 2004 15:10:19 -0500 Subject: [rt-users] Stats package Tabs Element Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD585514@mailservermn.mqsoftware.com> Thanks for the fix, I've been meaning to look at this one for a long time, but haven't had a chance. This WILL be in the next stats release, don't know when that will be, as Rik is working on a few things, but..... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc. 952.345.8677 kfh at mqsoftware.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of david.falkenburger at rbc.com Sent: Monday, August 09, 2004 3:03 PM To: ray.walters at kiffanalytical.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Stats package Tabs Element Another suggestion: Create the following file: /path to rt3/local/html/Callbacks/Statistics/Elements/Tabs/Default <%init> $toptabs->{'ZZ-STATS'} = { title => 'Statistics', path => "Statistics/index.html" }; <%args> $toptabs =>undef This way you won't have to clobber the file: /path to rt3/local/html/Elements/Tabs This will use the Callback method to add Statistics item to the menu. Don't have to worry about changes to the original Tabs file anymore. Dave -----Original Message----- From: Ray Walters [mailto:ray.walters at kiffanalytical.com] Sent: Friday, July 30, 2004 5:45 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Stats package Tabs Element Thanks Bryan. I figured it was just a Nav change for 3.2 that had confused it. I actually solved it myself with a different easy fix after I sent the email. I just changed Search/Listing.html to Search/Build.html in the new Tabs file and it worked fine. Ray Bryan Pennington wrote: > > > Ray, > > I had the same problem. It's an easy fix. The navigation changed in 3.2. You > need to copy the Tabs file from the rt3/share tree to the /local tree and > then add the following. > > > Z => { title => 'Statistics', > path => 'Statistics/index.html' > }, > > > Bryan > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ray Walters > Sent: Friday, July 30, 2004 3:16 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Stats package Tabs Element > > I installed the Stats package, and then the Tickets tab stopped working. > The new Tabs Element that Statistics imports tries to go to > Search/Listing.html, while the 3.2.1 Tabs Element goes to Search/Build.html. > If you go to Search/Build.html manually, the Tab doesn't expand like it > should to show the Query options. I don't have a patch for it, but it > should be trivial for someone to solve. > > Ray > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From murple at murple.net Mon Aug 9 16:16:32 2004 From: murple at murple.net (Craig Schenk) Date: Mon, 9 Aug 2004 16:16:32 -0400 Subject: [rt-users] Search broken in 3.2.1 upgrade Message-ID: <20040809161632.31b4fe8e.murple@murple.net> I upgraded from 3.0.10 to 3.2.1 and as instructed by the README, first renamed my old RT directory so there wouldnt be any files that shouldnt be there. Now, searches don't work. If I use the Search button at the top it just reloads the main page with a ?q= appended to the URL. If I use the Tickets menu item on the left, I get: The requested URL /rt/Search/Listing.html was not found on this server. From murple at murple.net Mon Aug 9 17:18:16 2004 From: murple at murple.net (Craig Schenk) Date: Mon, 9 Aug 2004 17:18:16 -0400 Subject: [rt-users] Search broken in 3.2.1 upgrade In-Reply-To: <20040809161632.31b4fe8e.murple@murple.net> References: <20040809161632.31b4fe8e.murple@murple.net> Message-ID: <20040809171816.5f1823a7.murple@murple.net> Had something in local that was stomping on stuff, so ignore this. On Mon, 9 Aug 2004 16:16:32 -0400 Craig Schenk wrote: > I upgraded from 3.0.10 to 3.2.1 and as instructed by the README, first > renamed my old RT directory so there wouldnt be any files that > shouldnt be there. > > Now, searches don't work. If I use the Search button at the top it > just reloads the main page with a ?q= appended to the URL. If I use > the Tickets menu item on the left, I get: > > The requested URL /rt/Search/Listing.html was not found on this > server._______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mbochynski at audiumcorp.com Mon Aug 9 17:25:47 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Mon, 09 Aug 2004 17:25:47 -0400 Subject: [Rt-devel] Re: [rt-users] Search broken in 3.2.1 upgrade [fakefrom] In-Reply-To: <20040809211951.GY27954@pallas.eruditorum.org> References: <20040809161632.31b4fe8e.murple@murple.net> <20040809171816.5f1823a7.murple@murple.net> <20040809211951.GY27954@pallas.eruditorum.org> Message-ID: <1092086747.1298.48.camel@europium.audiumcorp.com> On Mon, 2004-08-09 at 17:19, Jesse Vincent wrote: > I wonder if, perhaps, RT should have a "Run in vanilla mode" flag that > turns off all local hacks... > Then there will be a lot of questions "why my stuff in local doesn't work?" :) I guess it's easier to figure out that the previous installation "left something" than to figure out what to change in order to have local hacks working ... Michael > On Mon, Aug 09, 2004 at 05:18:16PM -0400, Craig Schenk wrote: > > Had something in local that was stomping on stuff, so ignore this. > > > > > > On Mon, 9 Aug 2004 16:16:32 -0400 > > Craig Schenk wrote: > > > > > I upgraded from 3.0.10 to 3.2.1 and as instructed by the README, first > > > renamed my old RT directory so there wouldnt be any files that > > > shouldnt be there. > > > > > > Now, searches don't work. If I use the Search button at the top it > > > just reloads the main page with a ?q= appended to the URL. If I use > > > the Tickets menu item on the left, I get: > > > > > > The requested URL /rt/Search/Listing.html was not found on this > > > server._______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From aking at gblx.net Mon Aug 9 21:08:17 2004 From: aking at gblx.net (Aubrey King) Date: Mon, 9 Aug 2004 21:08:17 -0400 (EDT) Subject: [rt-users] UGLY EMERGENCY In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590263D1FC@sew01063.maple.fg.rbc.com> References: <1AA4003F8D264140917F84EDBF6ED8590263D1FC@sew01063.maple.fg.rbc.com> Message-ID: We have been happily running an instance of RT2 (and rt1 before that) here at Global Crossing for several years and, this morning, we had a catastrophic event happen.. every admin's worst nightmare. After having one of two mirrored drives fail, I got right on my new machine to upgrade to rt3 instead of replacing the drive (we're a poor company nowadays). Well, this am, after a power hit which took out our ac, the temperatures rose in our data center (110 degrees +) and my last drive failed. Now, I have nothing but a backup of the rt2 database from /usr/local/mysql. Has anyone had any experience with this? I need to get my old data from there (and /opt, which was backed up, too), but I'm not sure if anyone has a nice script that can just magically import my old stuff from that into mysql again, but in rt3 format. Anyone? Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator From kfh at mqsoftware.com Mon Aug 9 21:33:11 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 9 Aug 2004 20:33:11 -0500 Subject: [rt-users] UGLY EMERGENCY Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD58551F@mailservermn.mqsoftware.com> How did you do your backup? If you used the mysql HotCopy, you're in luck. Both because the restore is easy, and I happened to do it last week. With hotcopy, it makes exact copies of the databases, so all you have to do is take mysql down, copy the "rt3" directory from your hotcopy (or whatever your database name was) to wherever your mysql data directory is (like /var/lib/mysql/rt3), and bring mysql back up... -Kelly -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aubrey King Sent: Monday, August 09, 2004 8:08 PM Cc: rt-users at lists.bestpractical.com Subject: [rt-users] UGLY EMERGENCY We have been happily running an instance of RT2 (and rt1 before that) here at Global Crossing for several years and, this morning, we had a catastrophic event happen.. every admin's worst nightmare. After having one of two mirrored drives fail, I got right on my new machine to upgrade to rt3 instead of replacing the drive (we're a poor company nowadays). Well, this am, after a power hit which took out our ac, the temperatures rose in our data center (110 degrees +) and my last drive failed. Now, I have nothing but a backup of the rt2 database from /usr/local/mysql. Has anyone had any experience with this? I need to get my old data from there (and /opt, which was backed up, too), but I'm not sure if anyone has a nice script that can just magically import my old stuff from that into mysql again, but in rt3 format. Anyone? Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From aking at gblx.net Mon Aug 9 21:36:10 2004 From: aking at gblx.net (Aubrey King) Date: Mon, 9 Aug 2004 21:36:10 -0400 (EDT) Subject: [rt-users] UGLY EMERGENCY In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD58551F@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD58551F@mailservermn.mqsoftware.com> Message-ID: Unfortunately, all we have is the file that the database was stored in under /usr/local/mysql/data or wherever. This sucks. Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator On Mon, 9 Aug 2004, Kelly F. Hickel wrote: > How did you do your backup? If you used the mysql HotCopy, you're in > luck. Both because the restore is easy, and I happened to do it last > week. With hotcopy, it makes exact copies of the databases, so all you > have to do is take mysql down, copy the "rt3" directory from your > hotcopy (or whatever your database name was) to wherever your mysql data > directory is (like /var/lib/mysql/rt3), and bring mysql back up... > > -Kelly > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aubrey > King > Sent: Monday, August 09, 2004 8:08 PM > Cc: rt-users at lists.bestpractical.com > Subject: [rt-users] UGLY EMERGENCY > > > We have been happily running an instance of RT2 (and rt1 before that) > here > at Global Crossing for several years and, this morning, we had a > catastrophic event happen.. every admin's worst nightmare. After having > > one of two mirrored drives fail, I got right on my new machine to > upgrade > to rt3 instead of replacing the drive (we're a poor company nowadays). > Well, this am, after a power hit which took out our ac, the temperatures > > rose in our data center (110 degrees +) and my last drive failed. Now, > I > have nothing but a backup of the rt2 database from /usr/local/mysql. > > Has anyone had any experience with this? I need to get my old data from > > there (and /opt, which was backed up, too), but I'm not sure if anyone > has > a nice script that can just magically import my old stuff from that into > > mysql again, but in rt3 format. > > Anyone? > > Aubrey King > Global Crossing, Ltd. > IP Systems Engineering > Systems Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From kfh at mqsoftware.com Mon Aug 9 21:40:16 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 9 Aug 2004 20:40:16 -0500 Subject: [rt-users] UGLY EMERGENCY Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD585521@mailservermn.mqsoftware.com> OK, well, there should be many files in the directory that has the same name as the database. You're going to have to start by copying those onto a shutdown, but working mysql machine (obviously make sure you have a copy of the copy!). I'd probably just try bringing it up first to see if it automatically replays whatever transaction logs exist, but you can also check the mysql manual, I think there's probably a way to tell it to do that explicitly. What state do you think the database was in at the time of this copy? Was mysql running? Were transactions (especially write) likely to be running on the database? If you were in the middle of your upgrade from RT2 to RT3, had you done the database step yet? Also, for the future, you'll REALLY want to check out the hotcopy script. It's nice, easy, and fast.... -Kelly -----Original Message----- From: Aubrey King [mailto:aking at gblx.net] Sent: Monday, August 09, 2004 8:36 PM To: Kelly F. Hickel Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] UGLY EMERGENCY Unfortunately, all we have is the file that the database was stored in under /usr/local/mysql/data or wherever. This sucks. Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator On Mon, 9 Aug 2004, Kelly F. Hickel wrote: > How did you do your backup? If you used the mysql HotCopy, you're in > luck. Both because the restore is easy, and I happened to do it last > week. With hotcopy, it makes exact copies of the databases, so all you > have to do is take mysql down, copy the "rt3" directory from your > hotcopy (or whatever your database name was) to wherever your mysql data > directory is (like /var/lib/mysql/rt3), and bring mysql back up... > > -Kelly > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aubrey > King > Sent: Monday, August 09, 2004 8:08 PM > Cc: rt-users at lists.bestpractical.com > Subject: [rt-users] UGLY EMERGENCY > > > We have been happily running an instance of RT2 (and rt1 before that) > here > at Global Crossing for several years and, this morning, we had a > catastrophic event happen.. every admin's worst nightmare. After having > > one of two mirrored drives fail, I got right on my new machine to > upgrade > to rt3 instead of replacing the drive (we're a poor company nowadays). > Well, this am, after a power hit which took out our ac, the temperatures > > rose in our data center (110 degrees +) and my last drive failed. Now, > I > have nothing but a backup of the rt2 database from /usr/local/mysql. > > Has anyone had any experience with this? I need to get my old data from > > there (and /opt, which was backed up, too), but I'm not sure if anyone > has > a nice script that can just magically import my old stuff from that into > > mysql again, but in rt3 format. > > Anyone? > > Aubrey King > Global Crossing, Ltd. > IP Systems Engineering > Systems Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From aking at gblx.net Mon Aug 9 22:20:43 2004 From: aking at gblx.net (Aubrey King) Date: Mon, 9 Aug 2004 22:20:43 -0400 (EDT) Subject: [rt-users] UGLY EMERGENCY In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD585521@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD585521@mailservermn.mqsoftware.com> Message-ID: OK.. well.. my backup had the MYD, MYI and frm files from the old rt2 database and I can read them just fine, which is good. NOW.. I know I could surf around and find rt2 to rt3 database conversion scripts, but I'm really hoping someone here can help me with a shortcut on that. Anyone? Bueller? Thank you all, in advance. Aubrey King Global Crossing, Ltd. IP Systems Engineering Systems Administrator On Mon, 9 Aug 2004, Kelly F. Hickel wrote: > OK, well, there should be many files in the directory that has the same > name as the database. You're going to have to start by copying those > onto a shutdown, but working mysql machine (obviously make sure you have > a copy of the copy!). I'd probably just try bringing it up first to see > if it automatically replays whatever transaction logs exist, but you can > also check the mysql manual, I think there's probably a way to tell it > to do that explicitly. > > What state do you think the database was in at the time of this copy? > Was mysql running? Were transactions (especially write) likely to be > running on the database? If you were in the middle of your upgrade from > RT2 to RT3, had you done the database step yet? > > > Also, for the future, you'll REALLY want to check out the hotcopy > script. It's nice, easy, and fast.... > > -Kelly > > -----Original Message----- > From: Aubrey King [mailto:aking at gblx.net] > Sent: Monday, August 09, 2004 8:36 PM > To: Kelly F. Hickel > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] UGLY EMERGENCY > > > Unfortunately, all we have is the file that the database was stored in > under /usr/local/mysql/data or wherever. This sucks. > > Aubrey King > Global Crossing, Ltd. > IP Systems Engineering > Systems Administrator > > On Mon, 9 Aug 2004, Kelly F. Hickel wrote: > > > How did you do your backup? If you used the mysql HotCopy, you're in > > luck. Both because the restore is easy, and I happened to do it last > > week. With hotcopy, it makes exact copies of the databases, so all > you > > have to do is take mysql down, copy the "rt3" directory from your > > hotcopy (or whatever your database name was) to wherever your mysql > data > > directory is (like /var/lib/mysql/rt3), and bring mysql back up... > > > > -Kelly > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aubrey > > King > > Sent: Monday, August 09, 2004 8:08 PM > > Cc: rt-users at lists.bestpractical.com > > Subject: [rt-users] UGLY EMERGENCY > > > > > > We have been happily running an instance of RT2 (and rt1 before that) > > here > > at Global Crossing for several years and, this morning, we had a > > catastrophic event happen.. every admin's worst nightmare. After > having > > > > one of two mirrored drives fail, I got right on my new machine to > > upgrade > > to rt3 instead of replacing the drive (we're a poor company nowadays). > > > Well, this am, after a power hit which took out our ac, the > temperatures > > > > rose in our data center (110 degrees +) and my last drive failed. > Now, > > I > > have nothing but a backup of the rt2 database from /usr/local/mysql. > > > > Has anyone had any experience with this? I need to get my old data > from > > > > there (and /opt, which was backed up, too), but I'm not sure if anyone > > has > > a nice script that can just magically import my old stuff from that > into > > > > mysql again, but in rt3 format. > > > > Anyone? > > > > Aubrey King > > Global Crossing, Ltd. > > IP Systems Engineering > > Systems Administrator > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > > From KLR at redhat.com Tue Aug 10 01:31:27 2004 From: KLR at redhat.com (KL Rajasekar) Date: Tue, 10 Aug 2004 11:01:27 +0530 Subject: [rt-users] Customized status Message-ID: <200408101101.27044.KLR@redhat.com> Hi, Does anyone know how to add customized status like Waiting on Client / Waiting on tech. Regards KLR From hwagener at hamburg.fcb.com Tue Aug 10 05:10:04 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 10 Aug 2004 11:10:04 +0200 Subject: [rt-users] UGLY EMERGENCY In-Reply-To: References: <3C05BBBA1B54ED43B1A6827E620EF1CD585521@mailservermn.mqsoftware.com> Message-ID: <11505A31-EAAD-11D8-BFA6-003065DC18B8@hamburg.fcb.com> Am 10.08.2004 um 04:20 schrieb Aubrey King: > > OK.. well.. my backup had the MYD, MYI and frm files from the old rt2 > database and I can read them just fine, which is good. NOW.. I know I > could surf around and find rt2 to rt3 database conversion scripts, but > I'm > really hoping someone here can help me with a shortcut on that. > Anyone? > Bueller? > BestPractical provides a conversion script, but You need a running rt2 instance to export the data. I don't think there is a better solution available. Regards, Harald From rainer at ultra-secure.de Tue Aug 10 08:07:06 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Tue, 10 Aug 2004 14:07:06 +0200 Subject: [rt-users] UGLY EMERGENCY In-Reply-To: References: <3C05BBBA1B54ED43B1A6827E620EF1CD585521@mailservermn.mqsoftware.com> Message-ID: <1092139626.22376.7.camel@linux-mobile.example.net> Am Di, 2004-08-10 um 04.20 schrieb Aubrey King: > OK.. well.. my backup had the MYD, MYI and frm files from the old rt2 > database and I can read them just fine, which is good. NOW.. I know I > could surf around and find rt2 to rt3 database conversion scripts, but I'm > really hoping someone here can help me with a shortcut on that. Anyone? > Bueller? That doesn't work, because the application would probably need a lot of "intelligence". "Intelligence" that is normally sitting in RT itself. So I doubt someone has made the effort and dublicated the functionality of RT in a script. RT is complex enough that you can't simply modify the database directly anymore (if you don't know what you're doing - and if you have to ask, you probably really don't...), you have to go through the API. Good Luck. Rainer From tomas.olaj at usit.uio.no Tue Aug 10 08:16:14 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Tue, 10 Aug 2004 14:16:14 +0200 (CEST) Subject: [rt-users] LDAP solution that works Message-ID: For our Scandinavian readers I have compiled a short install-note here for our RT system: I have also got LDAP to work with Apache 2 (distributed with RHES30 which hasn't the experimental mod_auth_ldap module compiled), and OpenLDAP using (from ssl.conf) the following module: # MOD_AUTH_LDAP by Muhammad A Muquit for Apache 2.x versjon 2.12. # http://muquit.com/muquit/software/mod_auth_ldap/mod_auth_ldap_apache2.html # # AuthAuthoritative On AuthName "Request Tracker (RT) Saksbehandlingsystemet ved UiO" AuthType Basic AuthOnBind On # Sub_DNou=CIS,ou=People LDAP_Persistent Off # Bind_Tries 5 LDAP_Debug On LDAP_Protocol_Version 3 (our server use TLS/certificate) LDAP_Deref ALWAYS LDAP_StartTLS On (our server use TLS/certificate) # LDAP_CertDbDir path - only available through Netscape's SDK and SSL configuration LDAP_Server some-ldap-server.sub.domain # LDAP_Server some-ldap-test-server.sub.domain - test LDAP server for UiO LDAP_Port 389 # LDAP_Connect_Timeout 3 - Connect timeout in seconds - only available using iPlanet SDK # LDAP_Port 636 - If SSL is on, must specify the LDAP SSL port, usually 636 Base_DN "ou=Users,dc=sub,dc=domain" # Base_DN "ou=People,dc=sub,dc=domain" # Base_DN "o=Fox Chase Cancer Center,c=US" # Bind_DN "uid=admin,o=Fox Chase Cancer Center,c=US" # Bind_Pass "secret" UID_Attr uid # UID_Attr_Alt "mail" # Group_Attr uniqueMember SupportNestedGroups On require valid-user # require user muquit foo bar "john doe" # require roomnumber "123 Center Building" # require filter "(&(telephonenumber=1234)(roomnumber=123))" # require group cn=rt-saksbehandler,ou=netgroups,dc=sub,dc=domain # require group cn=rcs,ou=Groups Our solution is as follows for authentication and authorisation: 1) LDAP for authentication. New users will be created automatically by RT with their username. Of course, new users sending e-mail to RT will be created by their e-mail address. That's not wanted, and we are wondering how others deal with that. 2) In addition, we will not do a ldap dump (export/import) of userinfo except password to the RT database (in our case a PostgeSQL database), since we have potensially 10.000s of requestors. Instead we want to build internally in RT userinfo on the run when we have incoming requests. So, we need to create some form of a script that searches through the RT database for username equals an e-mail adresss or using something that triggers that script when we have incoming requests to update the RT database with the correct userinfo. As said before an incomming request creates an user with the e-mail address as the username. We have our own service called "electronic post office" which gives info about an user. So we don't need a dump from a LDAP server or other user administrative system. -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From tomas.olaj at usit.uio.no Tue Aug 10 08:30:00 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Tue, 10 Aug 2004 14:30:00 +0200 (CEST) Subject: [rt-users] RT features and RT database Message-ID: 1) If I want to update users in the RT database (in our case a PostgreSQL database) using a script (e.g. Python with Postgres functions) internally in the database, can I do it without affecting other parts of the RT system? E.g. using LDAP authentication (if the user doesn't exist, the RT creates a new account with the correct username) and incomming requests from valid users through e-mail (also creates a default user in RT if the user doesn't exist - but with the e-mail address as the username instead of the given university unix account username). Using a script to update and correct userinfo in the internal RT database is necessary. 2) Has anyone created scripts that gives out autorisation in the RT? 3) Can a user have multiple e-mail addresses? E.g. an existing user can send requests from different e-mail accounts. It could be necessary to collect and "bind" e-mail addresses to the same user, to prevent double accounts to appear. 4) Good referenses to deal with spam in RT (that would say after externally filtered out spam in the e-mail system). A spam e-mail will trigger an automatic answer to the sender. That's not preferred. 5) Closing requests: is there a soft close/hard close support in RT? A user can re-open a case which has been closed with a simple message like: "thanks for helping!". Hope someone has time for answering or pointing out good documentation. regards, Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From serge.bianda at appiancorp.com Tue Aug 10 09:11:00 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Tue, 10 Aug 2004 09:11:00 -0400 Subject: [rt-users] Ticket Ownership Message-ID: Hello There: I don't know whether this is feasible or not, but I was wondering if there was a way to set the ticket ownership to default the name of the user who is currently logged in instead of nobody? So far whenever I create a ticket I ALWAYS have to change the owner to my name. Thanks for your reply, Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From mjoseff at yellowbrix.com Tue Aug 10 09:38:46 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Tue, 10 Aug 2004 09:38:46 -0400 (EDT) Subject: [rt-users] Rewriting the return address In-Reply-To: References: Message-ID: Is it possible to run one instance of RT for two separate domains? IOW, support at foo.com and support at bar.com forward mail to their individual queues and *reply* from their respective domains? -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From rt at chaka.net Tue Aug 10 08:49:06 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 10 Aug 2004 08:49:06 -0400 Subject: [rt-users] Ticket Ownership In-Reply-To: References: Message-ID: <20040810124906.GQ28862@chaka.net> You can write a scrip that sets the owner to the logged in user when a ticket is created through the web interace. -Todd On Tue, Aug 10, 2004 at 09:11:00AM -0400, Serge Bianda wrote: > Hello There: > > I don't know whether this is feasible or not, but I was wondering if > there was a way to set the ticket ownership to default the name of the > user who is currently logged in instead of nobody? So far whenever I > create a ticket I ALWAYS have to change the owner to my name. > > > > Thanks for your reply, > > > > Serge > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at tux.datalink.co.za Tue Aug 10 09:27:33 2004 From: rt at tux.datalink.co.za (Leon) Date: Tue, 10 Aug 2004 15:27:33 +0200 Subject: [rt-users] Performance Issues Message-ID: <4118CD45.9010305@tux.datalink.co.za> After the thread regarding the performance issues. I have started looking at FastCGI and HTML Mason's caching. Since I don't seem to have a problem with the DB ( MySQL ) being slow. I did get 3 entries in the Slow log that took 5 seconds but this isn't an issue to me. I did notice that there is 1.5 million entries on the table where the query was generated. In the threads some people suggested that I check the Caching. Now I don't know HTML mason at all and I don't really know that much about the FastCGI, but I tried looking for more info. All I found was something call m->{cache} ( or something like that) which didn't mean much to me. I just want to know if anyone knows where to check the cache size in memory and on disk of HTML Mason and the FastCGI. When using an progressive browser like Phoenix I see the entries appear, slowly, one entry at a time, but sometimes it takes for ever for the first entry to appear and any entry after that as well. I am really running out of options what to check and my boss is jumping on my head wanting to know why it is slow. I hope someone can help with this. I know there are lots of other people out there that are experiencing similar problems and I would like use to try and resolve this as quick as we can. Leon From niels=rt at bakker.net Tue Aug 10 09:37:26 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 10 Aug 2004 15:37:26 +0200 Subject: [rt-users] Distinguishing between mail and web interface in a Scrip Message-ID: <20040810133726.GA33030@snowcrash.tpb.net> Hi, I'm trying to figure out a way to have a scrip act differently based on whether a transaction was based on an incoming e-mail or something done from the web interface. Is there a hook for this? (Perhaps check $self->TicketObj->Transactions->First->Message->First for existance of a header named `Received' via GetHeader method? Has anybody tried that before? something like what's shown at but doing it this way sounds a bit like a hack to me.) Thanks, -- Niels. -- From rt at chaka.net Tue Aug 10 09:08:56 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 10 Aug 2004 09:08:56 -0400 Subject: [rt-users] Distinguishing between mail and web interface in a Scrip In-Reply-To: <20040810133726.GA33030@snowcrash.tpb.net> References: <20040810133726.GA33030@snowcrash.tpb.net> Message-ID: <20040810130856.GR28862@chaka.net> if ($self->TransactionObj->CreatorObj->Name eq 'RT_System') { # created by system } else { # created by web interface } On Tue, Aug 10, 2004 at 03:37:26PM +0200, Niels Bakker wrote: > Hi, > > I'm trying to figure out a way to have a scrip act differently based on > whether a transaction was based on an incoming e-mail or something done > from the web interface. Is there a hook for this? > > (Perhaps check $self->TicketObj->Transactions->First->Message->First > for existance of a header named `Received' via GetHeader method? > Has anybody tried that before? something like what's shown at > but doing it this way sounds > a bit like a hack to me.) > > Thanks, > > > -- Niels. > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jmaderios at bigrocksports.com Tue Aug 10 10:06:45 2004 From: jmaderios at bigrocksports.com (Jason Maderios) Date: Tue, 10 Aug 2004 10:06:45 -0400 Subject: [rt-users] Selecting Tickets in RT3 Message-ID: <000001c47ee3$481c0b90$140a090a@jmaderiosxp> All- I am in the process of upgrading to RT3 from RT2. Everything is moving along and I am doing an import right now. The problem I have is when I look in queues or any where else the tickets numbers are not links to the tickets. The only way I have of getting to a ticket is to put the ticket number in the search box. Am I missing something? Jason ------------------------------------------------------------------------ ------------------------------------- | Jason Maderios | jmaderios at bigrocksports.com | | Unix Systems Administrator | W: 252-726-6186 X5432 | | Big Rock Sports | C: 252-241-8774 | ------------------------------------------------------------------------ ------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From dimitry.faynerman at hypermediasystems.com Tue Aug 10 10:44:30 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 10 Aug 2004 07:44:30 -0700 Subject: [rt-users] Ticket Ownership In-Reply-To: Message-ID: <000f01c47ee8$8ba18f70$0804140a@DimitryFaynerman> Here's a scrip which change the ticket owner to admincc. You can easily customize it for your needs. Condition: OnCreate Action: UserDefined Custom action preparation code: return 1; Custom action cleanup code: if (defined($self->TicketObj->QueueObj->AdminCc->MembersObj->Next)) { $self->TicketObj->SetOwner( $self->TicketObj->QueueObj->AdminCc->MembersObj->Next->MemberId); } return 1; Stage: TransactionCreate Template: Global Template Blank -Dimitry -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Serge Bianda Sent: Tuesday, August 10, 2004 6:11 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Ticket Ownership Hello There: I don't know whether this is feasible or not, but I was wondering if there was a way to set the ticket ownership to default the name of the user who is currently logged in instead of nobody? So far whenever I create a ticket I ALWAYS have to change the owner to my name. Thanks for your reply, Serge From niels=rt at bakker.net Tue Aug 10 11:29:29 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 10 Aug 2004 17:29:29 +0200 Subject: [rt-users] Distinguishing between mail and web interface in a Scrip In-Reply-To: <20040810130856.GR28862@chaka.net> References: <20040810133726.GA33030@snowcrash.tpb.net> <20040810130856.GR28862@chaka.net> Message-ID: <20040810152929.GR74928@snowcrash.tpb.net> Hi, * rt at chaka.net (Todd Chapman) [Tue 10 Aug 2004, 15:53 CEST]: > if ($self->TransactionObj->CreatorObj->Name eq 'RT_System') { > # created by system > } else { > # created by web interface > } Doesn't work (on 3.0.11); incoming mails $self->...->Name gets set to the username associated with the From: header in the mail. -- Niels. -- From rt at tux.datalink.co.za Tue Aug 10 11:26:48 2004 From: rt at tux.datalink.co.za (Leon) Date: Tue, 10 Aug 2004 17:26:48 +0200 Subject: [rt-users] Performance Issues In-Reply-To: <1092147848.32743.5.camel@linux.local> References: <4118CD45.9010305@tux.datalink.co.za> <1092147848.32743.5.camel@linux.local> Message-ID: <4118E938.2020004@tux.datalink.co.za> Hans Kristian Rosbach wrote: Thanks. I have just added this to my Httpd.conf a nd i am testing this. I think this will help, since I was only running one instance . The Idle-timeout isn't accepted though. It doesn't recognize the parameter. I just left it out and I am testing it. I hope this helps some other people too ;P Leon >>When using an progressive browser like Phoenix I see the entries appear, >>slowly, one entry at a time, but sometimes it takes for ever for the >>first entry to appear and any entry after that as well. >> >> > >We had the exact same problems here.. using this line in httpd.conf >made a BIG difference. > >FastCgiServer /usr/rt3/bin/mason_handler.fcgi -idle-timeout 300 >-processes 4 -init-start-delay 30 > >Just my 2c. > >-=Dead2=- > > > > From dimitry.faynerman at hypermediasystems.com Tue Aug 10 11:45:52 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 10 Aug 2004 08:45:52 -0700 Subject: [rt-users] email subject manipulation Message-ID: <001a01c47ef1$1dd457d0$0804140a@DimitryFaynerman> Hi, I need to catch an email before ticket is created, and if the email subject contains a special substring, like "[closed]", I need to remove it. So when the ticket is created and emails are sent to requestors, watchers, etc the email subject wouldn't have this substring. How can I catch the email before Rt creates ticket? Thanks Dimitry From jesse at bestpractical.com Tue Aug 10 11:46:29 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Aug 2004 11:46:29 -0400 Subject: [rt-users] email subject manipulation In-Reply-To: <001a01c47ef1$1dd457d0$0804140a@DimitryFaynerman> References: <001a01c47ef1$1dd457d0$0804140a@DimitryFaynerman> Message-ID: <20040810154629.GG27954@pallas.eruditorum.org> Using RT 3.2, you should be able to do this with the RT::MailPlugins infrastructure. On Tue, Aug 10, 2004 at 08:45:52AM -0700, Dimitry Faynerman wrote: > Hi, > > I need to catch an email before ticket is created, and if the email subject > contains a special substring, like "[closed]", I need to remove it. So when > the ticket is created and emails are sent to requestors, watchers, etc the > email subject wouldn't have this substring. > > How can I catch the email before Rt creates ticket? > > Thanks > > Dimitry > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From dimitry.faynerman at hypermediasystems.com Tue Aug 10 11:58:09 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 10 Aug 2004 08:58:09 -0700 Subject: [rt-users] email subject manipulation In-Reply-To: <20040810154629.GG27954@pallas.eruditorum.org> Message-ID: <001b01c47ef2$d63cc9f0$0804140a@DimitryFaynerman> Thanks, but is it possible to do that in RT 3.0.9? We cannot migrate to 3.2 now -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, August 10, 2004 8:46 AM To: Dimitry Faynerman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] email subject manipulation Using RT 3.2, you should be able to do this with the RT::MailPlugins infrastructure. On Tue, Aug 10, 2004 at 08:45:52AM -0700, Dimitry Faynerman wrote: > Hi, > > I need to catch an email before ticket is created, and if the email subject > contains a special substring, like "[closed]", I need to remove it. So when > the ticket is created and emails are sent to requestors, watchers, etc the > email subject wouldn't have this substring. > > How can I catch the email before Rt creates ticket? > > Thanks > > Dimitry > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From murple at murple.net Tue Aug 10 12:00:23 2004 From: murple at murple.net (Craig Schenk) Date: Tue, 10 Aug 2004 12:00:23 -0400 Subject: [rt-users] Frequent errors Message-ID: <20040810120023.29e811a3.murple@murple.net> Been seeing these for months with RT 3.0 through 3.2.1 and it causes sporadic server errors. Its rare enough that I dont care too much, but I've got a user who's whining about it and emailing me screenshots of the server error, so, maybe it should be looked at. Unfortunately theres nearly no debug info since it only seems to happen once a day or so. In this latest case, user was trying to add a comment and resolve a ticket. Got a server error. In the Apache logs: [Tue Aug 10 11:47:23 2004] [error] no element found at line 1, column 0, byte -1 at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/i686-linux/XML/Parser.pm line 187 From jesse at bestpractical.com Tue Aug 10 12:01:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Aug 2004 12:01:32 -0400 Subject: [rt-users] Frequent errors In-Reply-To: <20040810120023.29e811a3.murple@murple.net> References: <20040810120023.29e811a3.murple@murple.net> Message-ID: <20040810160132.GH27954@pallas.eruditorum.org> On Tue, Aug 10, 2004 at 12:00:23PM -0400, Craig Schenk wrote: > Been seeing these for months with RT 3.0 through 3.2.1 and it causes sporadic > server errors. Its rare enough that I dont care too much, but I've got a user > who's whining about it and emailing me screenshots of the server error, so, > maybe it should be looked at. Unfortunately theres nearly no debug info since > it only seems to happen once a day or so. In this latest case, user was trying > to add a comment and resolve a ticket. Got a server error. In the Apache logs: Hm. Got any idea at all what they're doing when it happens. It's certainly not in RT core, since we don't actually _use_ an XML parser anywhere ;) > [Tue Aug 10 11:47:23 2004] [error] > no element found at line 1, column 0, byte -1 at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/i686-linux/XML/Parser.pm line 187 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From niels=rt at bakker.net Tue Aug 10 12:14:03 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Tue, 10 Aug 2004 18:14:03 +0200 Subject: [rt-users] email subject manipulation In-Reply-To: <001b01c47ef2$d63cc9f0$0804140a@DimitryFaynerman> References: <20040810154629.GG27954@pallas.eruditorum.org> <001b01c47ef2$d63cc9f0$0804140a@DimitryFaynerman> Message-ID: <20040810161403.GS74928@snowcrash.tpb.net> * dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) [Tue 10 Aug 2004, 17:58 CEST]: >>> I need to catch an email before ticket is created, and if the email >>> subject contains a special substring, like "[closed]", I need to remove >>> it. So when the ticket is created and emails are sent to requestors, >>> watchers, etc the email subject wouldn't have this substring. [..] > Thanks, but is it possible to do that in RT 3.0.9? > We cannot migrate to 3.2 now I did this myself by hacking rt-mailgate up a bit, making it read the headers first into a Mail::Header object, doing the dirty work and only then passing it on to LWP::UserAgent. As a start, remove this bit of code: --- undef $/; --- and further on, replace this: --- # Read the message in from STDIN $args{'message'} = <>; --- with something along the lines of this code: --- my $hdr = new Mail::Header(\*STDIN, Modify => 0, MailFrom => "KEEP"); undef $/; my $body = <>; my $subject = $hdr->get('Subject',0); if (defined $subject) { chomp $subject; # do your evil stuff with $subject here, such as... $subject =~ s/\[closed\]\s*//g; $hdr->replace('Subject', $subject,0); } # ... ready to feed it to RT $args{'message'} = $hdr->as_string . "\n" . $body; --- HTH, -- Niels. -- From dimitry.faynerman at hypermediasystems.com Tue Aug 10 12:25:00 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 10 Aug 2004 09:25:00 -0700 Subject: [rt-users] email subject manipulation In-Reply-To: <20040810161403.GS74928@snowcrash.tpb.net> Message-ID: <001c01c47ef6$9590b5c0$0804140a@DimitryFaynerman> Thanks! I will try that -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Niels Bakker Sent: Tuesday, August 10, 2004 9:14 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] email subject manipulation * dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) [Tue 10 Aug 2004, 17:58 CEST]: >>> I need to catch an email before ticket is created, and if the email >>> subject contains a special substring, like "[closed]", I need to remove >>> it. So when the ticket is created and emails are sent to requestors, >>> watchers, etc the email subject wouldn't have this substring. [..] > Thanks, but is it possible to do that in RT 3.0.9? > We cannot migrate to 3.2 now I did this myself by hacking rt-mailgate up a bit, making it read the headers first into a Mail::Header object, doing the dirty work and only then passing it on to LWP::UserAgent. As a start, remove this bit of code: --- undef $/; --- and further on, replace this: --- # Read the message in from STDIN $args{'message'} = <>; --- with something along the lines of this code: --- my $hdr = new Mail::Header(\*STDIN, Modify => 0, MailFrom => "KEEP"); undef $/; my $body = <>; my $subject = $hdr->get('Subject',0); if (defined $subject) { chomp $subject; # do your evil stuff with $subject here, such as... $subject =~ s/\[closed\]\s*//g; $hdr->replace('Subject', $subject,0); } # ... ready to feed it to RT $args{'message'} = $hdr->as_string . "\n" . $body; --- HTH, -- Niels. -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Tue Aug 10 12:24:45 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Aug 2004 12:24:45 -0400 Subject: [rt-users] email subject manipulation In-Reply-To: <001b01c47ef2$d63cc9f0$0804140a@DimitryFaynerman> References: <20040810154629.GG27954@pallas.eruditorum.org> <001b01c47ef2$d63cc9f0$0804140a@DimitryFaynerman> Message-ID: <20040810162445.GJ27954@pallas.eruditorum.org> On Tue, Aug 10, 2004 at 08:58:09AM -0700, Dimitry Faynerman wrote: > Thanks, but is it possible to do that in RT 3.0.9? Not without more extensive hacking. I had to retool how some of the mailgateway worked for 3.2 to support PGP authentication. > We cannot migrate to 3.2 now From jmello at bbn.com Tue Aug 10 13:15:46 2004 From: jmello at bbn.com (Jeff Mello) Date: Tue, 10 Aug 2004 13:15:46 -0400 Subject: [rt-users] Restart RT to recognize new scrip? Message-ID: <1092158146.9637.36.camel@enterprise.bbn.com> Hi all, Just a simple question (hopefully). RT 3.0.10 is up and running fine. I created a new scrip which uses a new template, but it's not working. Do I need to restart RT before the new scrip will take effect? Thanks in advance, Jeff Mello jmello at bbn.com From MHanley at cxtec.com Tue Aug 10 14:06:56 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Tue, 10 Aug 2004 14:06:56 -0400 Subject: [rt-users] Ticket Ownership Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F0943653D@cxmail2> > I don't know whether this is feasible or not, but I was > wondering if there was a way to set the ticket ownership to > default the name of the user who is currently logged in > instead of nobody? So far whenever I create a ticket I ALWAYS > have to change the owner to my name. Using 3.0.10: # diff /opt/rt3/local/html/Ticket/Create.html /opt/rt3/share/html/Ticket/Create.html < <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner} || $session{CurrentUser}->Id || undef &> > <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||undef &> -matt Matthew Hanley mhanley at cxtec.com From serge.bianda at appiancorp.com Tue Aug 10 15:35:33 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Tue, 10 Aug 2004 15:35:33 -0400 Subject: [rt-users] Ticket Ownership Message-ID: Thanks Matt, this worked just fine. I didn't need to create a scrip anymore. Serge -----Original Message----- From: Matt Hanley [mailto:MHanley at cxtec.com] Sent: Tuesday, August 10, 2004 2:07 PM To: Serge Bianda; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Ticket Ownership > I don't know whether this is feasible or not, but I was > wondering if there was a way to set the ticket ownership to > default the name of the user who is currently logged in > instead of nobody? So far whenever I create a ticket I ALWAYS > have to change the owner to my name. Using 3.0.10: # diff /opt/rt3/local/html/Ticket/Create.html /opt/rt3/share/html/Ticket/Create.html < <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner} || $session{CurrentUser}->Id || undef &> > <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||undef &> -matt Matthew Hanley mhanley at cxtec.com From tmvier at triadsys.com Tue Aug 10 15:39:06 2004 From: tmvier at triadsys.com (Tom Vier) Date: Tue, 10 Aug 2004 15:39:06 -0400 Subject: [rt-users] using statistics Message-ID: <1092166746.1469.17.camel@localhost.localdomain> i grabbed the tarball of Statistics and untarred it in /usr/share/request-tracker3/. now what? 8) how do i run the scripts? do i need to add a path or something, for mod perl? (ps, i fixed my other problem with mail - long story) From vivek at khera.org Tue Aug 10 16:16:35 2004 From: vivek at khera.org (Vivek Khera) Date: Tue, 10 Aug 2004 16:16:35 -0400 Subject: [rt-users] UGLY EMERGENCY In-Reply-To: References: <3C05BBBA1B54ED43B1A6827E620EF1CD585521@mailservermn.mqsoftware.com> Message-ID: <2DB8CC96-EB0A-11D8-BFB3-000A9578CFCC@khera.org> On Aug 9, 2004, at 10:20 PM, Aubrey King wrote: > could surf around and find rt2 to rt3 database conversion scripts, but > I'm > really hoping someone here can help me with a shortcut on that. > Anyone? > Bueller? There is no shortcut. In fact, you have to install and configure RT2 in order to run the rt2 export script. So just fetch RT2, point it at your database and start running the converter. If there was a shortcut, I'm sure the rt2-rt3 migration scripts would vanish quickly and be replaced by the faster way. Vivek Khera, Ph.D. +1-301-869-4449 x806 From vivek at khera.org Tue Aug 10 16:18:35 2004 From: vivek at khera.org (Vivek Khera) Date: Tue, 10 Aug 2004 16:18:35 -0400 Subject: [rt-users] Selecting Tickets in RT3 In-Reply-To: <000001c47ee3$481c0b90$140a090a@jmaderiosxp> References: <000001c47ee3$481c0b90$140a090a@jmaderiosxp> Message-ID: <751546EF-EB0A-11D8-BFB3-000A9578CFCC@khera.org> On Aug 10, 2004, at 10:06 AM, Jason Maderios wrote: > I am in the process of upgrading to RT3 from RT2. Everything is moving > along and I am doing an import right now. The problem I have is when I > Is the import done or still in progress? I found that it was pretty much nonsense until the import completed... at least the user info import. Vivek Khera, Ph.D. +1-301-869-4449 x806 From kfh at mqsoftware.com Tue Aug 10 16:32:20 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 10 Aug 2004 15:32:20 -0500 Subject: [rt-users] UGLY EMERGENCY Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD58555A@mailservermn.mqsoftware.com> I believe that they're looking for a shortcut to surfing around, not a shortcut for the conversion. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc. 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Vivek Khera > Sent: Tuesday, August 10, 2004 3:17 PM > To: RT Mailing List > Subject: Re: [rt-users] UGLY EMERGENCY > > > On Aug 9, 2004, at 10:20 PM, Aubrey King wrote: > > > could surf around and find rt2 to rt3 database conversion scripts, but > > I'm > > really hoping someone here can help me with a shortcut on that. > > Anyone? > > Bueller? > > There is no shortcut. In fact, you have to install and configure RT2 > in order to run the rt2 export script. So just fetch RT2, point it at > your database and start running the converter. > > If there was a shortcut, I'm sure the rt2-rt3 migration scripts would > vanish quickly and be replaced by the faster way. > > Vivek Khera, Ph.D. > +1-301-869-4449 x806 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From ostrowb at tblc.org Tue Aug 10 16:50:00 2004 From: ostrowb at tblc.org (Ben Ostrowsky) Date: Tue, 10 Aug 2004 16:50:00 -0400 Subject: [rt-users] Installation: mod_perl handler? In-Reply-To: <4117996F.8010603@tblc.org> References: <4113ABA0.2010205@tblc.org> <20040807184959.GC31406@ns2.wananchi.com> <4117996F.8010603@tblc.org> Message-ID: <411934F8.4050501@tblc.org> Okay, I figured out my problem. All those Apache configtest messages were telling me that I was using a httpd.conf that tried to load lots of modules that were already compiled in. Since I'm using SuSE, I had to hunt all over for files that got called by other files, and eventually figured out how to turn off the directives that were making Apache complain. And now I've got my server running (I think)! Thanks, everyone! From rtusers at memory.blank.org Tue Aug 10 17:09:23 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 10 Aug 2004 17:09:23 -0400 Subject: [rt-users] Custom Field Datatypes In-Reply-To: <75D8EB7E7DB9D311B2A700A0C9EC544F0943653D@cxmail2> References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943653D@cxmail2> Message-ID: <20040810210923.GR11039@blank.org> Before I go re-inventing the wheel... Has anyone looked at adding more specific datatypes for custom fields than "select from a list" and "enter text?" Specifically I'm thinking things like currency values, dates, regex matches... -n ------------------------------------------------------------ five claws each rear paw seven claws on the front paws a cat named Haiku (--Mark Amidon) ---------------------------------------------------- From a.waller at webpoint.at Tue Aug 10 13:01:04 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Tue, 10 Aug 2004 19:01:04 +0200 Subject: [rt-users] Custolizing default View Message-ID: <200408101700.i7AH0nXs007222@mail02.webpoint.co.at> Hi! How can I modify the "RT auf einen Blick" page? ( RT overview?!? ) That?s the first page, after logon. I want to more than 10 entries or less on the "newest unowned tickets". And I want to exclude some queues for all users or if possible for single users. But the queue should be viewable in the queues-overview. Is there an easy way? Alex. -- WebPoint Internet Solutions Alexander Waller Vorarlberger Wirtschaftspark A-6840 G?tzis www.webpoint.at tel. +43 5523 58244 fax. +43 5523 58255 mobil +43 676 846068841 NEU: support at webpoint.at *** *** * WebPoint Internet Solutions * *** *** From jesse at bestpractical.com Tue Aug 10 18:07:42 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Aug 2004 18:07:42 -0400 Subject: [rt-users] Custom Field Datatypes In-Reply-To: <20040810210923.GR11039@blank.org> References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943653D@cxmail2> <20040810210923.GR11039@blank.org> Message-ID: <20040810220742.GW27954@pallas.eruditorum.org> On Tue, Aug 10, 2004 at 05:09:23PM -0400, Nathan J. Mehl wrote: > > Before I go re-inventing the wheel... > > Has anyone looked at adding more specific datatypes for custom fields > than "select from a list" and "enter text?" Specifically I'm thinking > things like currency values, dates, regex matches... Yes. And we've implemented it in the RT 3.3 branch. We just haven't exposed UI for setting up the validation. > -n > > ------------------------------------------------------------ > five claws each rear paw > seven claws on the front paws > a cat named Haiku (--Mark Amidon) > ---------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From rtusers at memory.blank.org Tue Aug 10 18:19:27 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 10 Aug 2004 18:19:27 -0400 Subject: [rt-users] Custom Field Datatypes In-Reply-To: <20040810220742.GW27954@pallas.eruditorum.org> References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943653D@cxmail2> <20040810210923.GR11039@blank.org> <20040810220742.GW27954@pallas.eruditorum.org> Message-ID: <20040810221927.GS11039@blank.org> In the immortal words of Jesse Vincent (jesse at bestpractical.com): > On Tue, Aug 10, 2004 at 05:09:23PM -0400, Nathan J. Mehl wrote: > > > > Before I go re-inventing the wheel... > > > > Has anyone looked at adding more specific datatypes for custom fields > > than "select from a list" and "enter text?" Specifically I'm thinking > > things like currency values, dates, regex matches... > > Yes. And we've implemented it in the RT 3.3 branch. We just haven't > exposed UI for setting up the validation. Woohoo! When does 3.3 close for new features? :) -n ------------------------------------------------------ "As long as Nixon was politically alive, we could always be sure of finding the enemy on the Low Road. There was no need to look anywhere else for the evil bastard." (--Hunter S. Thompson) ---------------------------------------------- From jesse at bestpractical.com Tue Aug 10 18:25:33 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Aug 2004 18:25:33 -0400 Subject: [rt-users] Custom Field Datatypes In-Reply-To: <20040810221927.GS11039@blank.org> References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943653D@cxmail2> <20040810210923.GR11039@blank.org> <20040810220742.GW27954@pallas.eruditorum.org> <20040810221927.GS11039@blank.org> Message-ID: <20040810222533.GX27954@pallas.eruditorum.org> > > Yes. And we've implemented it in the RT 3.3 branch. We just haven't > > exposed UI for setting up the validation. > > Woohoo! > > When does 3.3 close for new features? :) The schema's settled. The API's mostly settled. But really what's missing right now is just UI for editing the validation code. > -n > > ------------------------------------------------------ > "As long as Nixon was politically alive, we could always be sure of > finding the enemy on the Low Road. There was no need to look anywhere > else for the evil bastard." (--Hunter S. Thompson) > ---------------------------------------------- > -- From rick.rezinas at qsent.com Tue Aug 10 18:48:07 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Tue, 10 Aug 2004 15:48:07 -0700 Subject: [rt-users] Outlook Cc workaround Message-ID: <1092178087.18806.240.camel@cluck.qsent.com> So, I'd been having this problem for awhile and didn't realize what it was. My environment involves an Exchange email server which serves our primary domain. In it forwards are configured for the RT addresses to forward to the RT machine. For example: blah at foo.com -> blah at rt.foo.com The problem that I've had: Cc's are not propagated and therefore do not get picked up by RT. The workaround that worked for me was to get the manager of Exchange to setup a mailing list with the name of the RT address (ex. blah at foo.com) whose only member is the address of the queue on the server (blah at rt.foo.com). Just to be thorough, I use RT 3.2.1, qmail, mysql, solaris, apache, mod_perl. Generally current versions. I know there was at least one other person on this list with this problem, so I hope it helps! -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From rt at tmtm.com Tue Aug 10 18:46:36 2004 From: rt at tmtm.com (Tony Bowden) Date: Tue, 10 Aug 2004 23:46:36 +0100 Subject: [rt-users] Custom Field Datatypes In-Reply-To: <20040810220742.GW27954@pallas.eruditorum.org> References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943653D@cxmail2> <20040810210923.GR11039@blank.org> <20040810220742.GW27954@pallas.eruditorum.org> Message-ID: <20040810224636.GA3143@soto.kasei.com> On Tue, Aug 10, 2004 at 06:07:42PM -0400, Jesse Vincent wrote: > > Has anyone looked at adding more specific datatypes for custom fields > > than "select from a list" and "enter text?" Specifically I'm thinking > > things like currency values, dates, regex matches... > Yes. And we've implemented it in the RT 3.3 branch. We just haven't > exposed UI for setting up the validation. Any other new features for custom fields? I'd really like to see better support for adding new values on the fly for a select list (Movable Type do this well with their Categories), and a default sort order - it's really painful to have to enter a sort order for every entry, when I just want the list to be sorted alphabetically... Of course, now someone can point out ways to do both of these at the minute ... Tony From rpaskowitz at michener.ca Tue Aug 10 19:00:46 2004 From: rpaskowitz at michener.ca (Robert Paskowitz) Date: Tue, 10 Aug 2004 19:00:46 -0400 Subject: [rt-users] Selfservice custom field/LDAP Message-ID: I am in the process of setting up a RT system, with hopes of deployment and have a few questions: 1) I have created a queue specific custom field, and would like it to be visible on the end-user/self service end of the site. Also, if possible, it would ideally be a 'required' field for the user to fill out. 2) We are mainly a Novell shop so the ability to authenticate and avoid having to do RT account creation would be desirable. We authenticate against the Novell stuff using LDAP for other web-based services, might that be possible with RT as well? Perhaps some other solution? Thanks in advance, Robert Paskowitz From carl at xena.IPAustralia.gov.au Tue Aug 10 21:30:34 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 11 Aug 2004 11:30:34 +1000 Subject: [rt-users] LDAP solution that works In-Reply-To: References: Message-ID: <411976BA.2050707@xena.ipaustralia.gov.au> Hi Tomas, Tomas A. P. Olaj wrote: >1) LDAP for authentication. New users will be created automatically by RT > with their username. Of course, new users sending e-mail to RT will be > created by their e-mail address. That's not wanted, and we are > wondering how others deal with that. > > We use LDAP authentication here, but not through Apache. We use an LDAP user authentication overlay which handles both logging in and email user creation. There are links to it in the "Extensions" part of the Contributions wiki page at http://wiki.bestpractical.com/index.cgi?Contributions It works a treat, except for autogenerating accounts for CCs on an inbound email. We can live with that for the moment. Carl. From carl at xena.IPAustralia.gov.au Tue Aug 10 21:43:31 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 11 Aug 2004 11:43:31 +1000 Subject: [rt-users] RT features and RT database In-Reply-To: References: Message-ID: <411979C3.1070502@xena.ipaustralia.gov.au> Hi Again, :) Tomas A. P. Olaj wrote: >1) >If I want to update users in the RT database (in our case a >PostgreSQL database) using a script (e.g. Python with Postgres >functions) internally in the database, can I do it without affecting other >parts of the RT system? > >E.g. using LDAP authentication (if the user doesn't exist, the RT >creates a new account with the correct username) and incomming requests >from valid users through e-mail (also creates a default user in RT if the >user doesn't exist - but with the e-mail address as the username instead >of the given university unix account username). > > See http://wiki.bestpractical.com/index.cgi?Contributions >3) >Can a user have multiple e-mail addresses? E.g. an existing user can send >requests from different e-mail accounts. It could be necessary to collect >and "bind" e-mail addresses to the same user, to prevent double accounts >to appear. > > No. There is only 1 email address per user. You can use the canonicalise address function in RT_SiteConfig.pm to do simple address rewriting. You could also do some magic inside sendmail if you were desperate. See http://www.sendmail.org/m4/features.html and the "genericstable" feature. >4) >Good referenses to deal with spam in RT (that would say after externally >filtered out spam in the e-mail system). A spam e-mail will trigger an >automatic answer to the sender. That's not preferred. > > Have a look at; http://wiki.bestpractical.com/index.cgi?SpamFiltering >5) >Closing requests: is there a soft close/hard close support in RT? A user >can re-open a case which has been closed with a simple message like: >"thanks for helping!". > > No. This annoys me a little too but our userbase is moderately small (100 or so) and so can be trained. :) Carl. From "Dayton Jones" at proofpoint.com Tue Aug 10 21:16:15 2004 From: "Dayton Jones" at proofpoint.com (Dayton Jones) Date: Tue, 10 Aug 2004 18:16:15 -0700 Subject: [rt-users] Errors with new install Message-ID: I've just setup a new host with Red Hat Enterprise Linux ES release 3 (update 2) with: Apache 1.3.31 mod_perl 1.29 rt-3.2.1 Everything is great via the web interface, but when I try to use rt-mailgate I get : Aug 10 17:51:35 helpdesk sendmail[29500]: i7B0QmaY029335: to="|rt-mailgate --queue general --action correspond --url http://helpdesk/", ctladdr= (8/0), delay=00:24:47, xdelay=00:00:01, mailer=prog, pri=214486, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Reading through previous posts, I've tried several things to no avail. Upon piping a message by hand to rt-mailgate I get: An Error Occurred ================= 405 Method Not Allowed I can send any of the config parameters to help out, just tell me what you need...Any help will be greatly appreciated Thanks in advance. From wash at wananchi.com Wed Aug 11 03:47:55 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Wed, 11 Aug 2004 10:47:55 +0300 Subject: [rt-users] Is this a sign of troubles with RT database? Message-ID: <20040811074755.GJ72771@ns2.wananchi.com> Basics: rt-3.2.1, apache-1.3.31, mod_perl1, MySQL- 3.23.58 I am seeing the following in my log file - /var/log/messages: Aug 11 10:35:46 ns2 RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr /local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 644. (/opt/rt3/lib/RT.pm:250) Aug 11 10:36:37 ns2 RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr /local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 644. (/opt/rt3/lib/RT.pm:250) Aug 11 10:38:06 ns2 RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr /local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 644. (/opt/rt3/lib/RT.pm:250) Aug 11 10:40:37 ns2 RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr /local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 644. (/opt/rt3/lib/RT.pm:250) Could that be a sign of impending trouble? cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Wed Aug 11 03:51:03 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Wed, 11 Aug 2004 10:51:03 +0300 Subject: [rt-users] using statistics In-Reply-To: <1092166746.1469.17.camel@localhost.localdomain> References: <1092166746.1469.17.camel@localhost.localdomain> Message-ID: <20040811075103.GK72771@ns2.wananchi.com> * Tom Vier [20040810 22:39]: wrote: > i grabbed the tarball of Statistics and untarred it in > /usr/share/request-tracker3/. now what? 8) how do i run the scripts? do > i need to add a path or something, for mod perl? Hang on.. isn't there a README file accompanying it? If there isn't, then read this: http://wiki.bestpractical.com/index.cgi?RT3StatisticsPackage cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Wed Aug 11 03:52:42 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Wed, 11 Aug 2004 10:52:42 +0300 Subject: [rt-users] Restart RT to recognize new scrip? In-Reply-To: <1092158146.9637.36.camel@enterprise.bbn.com> References: <1092158146.9637.36.camel@enterprise.bbn.com> Message-ID: <20040811075242.GL72771@ns2.wananchi.com> * Jeff Mello [20040810 20:17]: wrote: > Hi all, > > Just a simple question (hopefully). RT 3.0.10 is up and running fine. I > created a new scrip which uses a new template, but it's not working. Do > I need to restart RT before the new scrip will take effect? No. You need to check on your rt log file why it is not working. That is, if the data written to that logfile will make sense at all. For me, sometimes they don't sense. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From alexmv at bestpractical.com Wed Aug 11 05:31:06 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 11 Aug 2004 05:31:06 -0400 Subject: [rt-users] Is this a sign of troubles with RT database? In-Reply-To: <20040811074755.GJ72771@ns2.wananchi.com> References: <20040811074755.GJ72771@ns2.wananchi.com> Message-ID: <1092216665.30334.11.camel@zoq-fot-pik.mit.edu> On Wed, 2004-08-11 at 03:47, Odhiambo Washington wrote: > rt-3.2.1, apache-1.3.31, mod_perl1, MySQL- 3.23.58 > I am seeing the following in my log file - /var/log/messages: > [snip] Could that be a sign of impending trouble? Almost certainly; your tables are probably not InnoDB tables, and hence are non-transactional. This will cause you pain. You will want to either ensure your old 3.23 MySQL is built with InnoDB support[1], or upgrade to MySQL 4.0.x (which RT is actually supported running under). You'll then want to go about upgrading all of those tables you have from MyISAM to InnoDB[2], or just doing a reinstall of RT. I'm curious though, as RT 3.2.1's install should be checking to make sure you have InnoDB support -- was this an upgrade or something? - Alex [1] http://dev.mysql.com/doc/mysql/en/InnoDB_in_MySQL_3.23.html [2] http://dev.mysql.com/doc/mysql/en/Converting_tables_to_InnoDB.html -- Networking -- one letter away from not working From jonathan at jonmasters.org Wed Aug 11 07:12:06 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Wed, 11 Aug 2004 12:12:06 +0100 Subject: [rt-users] RT3 Performance Issues Update Message-ID: <4119FF06.2020005@jonmasters.org> Hi all, I have talked to a bunch of people about RT performance and at a recent conference discovered that I am certainly not alone. The MySQL logs show that queries are completing normally and the slow logs set to 1 second are completely empty. It is not MySQL. However I have forced myself to play around more with perl and have been using an interactive mod_perl debugging session to determine that there is potentially a problem in the DBIx::SearchBuilder::Record::Cacheable code as it likes to go and sit in big long loops looking for stuff that has expired from its object cache. Can I turn off the cacheing and just use the database directly? It likes running the expire code path hundreds of times, e.g.: DB<21> T . = DBIx::SearchBuilder::Record::Cachable::_expire(ref(RT::Principal), 'Transactions:id=742') called from file `/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record/Cachable.pm' line 174 . = DBIx::SearchBuilder::Record::Cachable::_gc_expired(ref(RT::Principal)) called from file `/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record/Cachable.pm' line 328 $ = DBIx::SearchBuilder::Record::Cachable::_lookup_primary_cache_key(ref(RT::Principal), 'Principals:PrincipalType=User,ObjectId=22') called from file `/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record/Cachable.pm' line 92 . = DBIx::SearchBuilder::Record::Cachable::LoadByCols(ref(RT::Principal), 'PrincipalType', 'User', 'ObjectId', 22) called from file `/opt/rt3/lib/RT/Record.pm' line 272 . = RT::Record::LoadByCols(ref(RT::Principal), 'ObjectId', 22, 'PrincipalType', 'User') called from file `/opt/rt3/lib/RT/User_Overlay.pm' line 1126 $ = RT::User::PrincipalObj(ref(RT::User)) called from file `/opt/rt3/lib/RT/User_Overlay.pm' line 1454 $ = RT::User::HasRight(ref(RT::User), 'Object', ref(RT::Ticket), 'Right', 'ShowTicket') called from file `/opt/rt3/lib/RT/Ticket_Overlay.pm' line 3949 $ = RT::Ticket::HasRight(ref(RT::Ticket), 'Principal', ref(RT::User), 'Right', 'ShowTicket') called from file `/opt/rt3/lib/RT/Ticket_Overlay.pm' line 3913 $ = RT::Ticket::CurrentUserHasRight(ref(RT::Ticket), 'ShowTicket') called from file `/opt/rt3/lib/RT/Ticket_Overlay.pm' line 3860 $ = RT::Ticket::_Value(ref(RT::Ticket), 'EffectiveId') called from file `/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm' line 409 $ = DBIx::SearchBuilder::Record::__ANON__[/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Record.pm:409](ref(RT::Ticket)) called from file `/opt/rt3/lib/RT/Ticket_Overlay.pm' line 238 . = RT::Ticket::Load(ref(RT::Ticket), 1065) called from file `/opt/rt3/lib/RT/Interface/Web.pm' line 414 $ = HTML::Mason::Commands::LoadTicket(1065) called from file `/opt/rt3/share/html/Ticket/Display.html' line 87 . = HTML::Mason::Commands::__ANON__[/opt/rt3/share/html/Ticket/Display.html:59]('id', 1065, 'id', 1065) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Component.pm' line 134 . = HTML::Mason::Component::run(ref(HTML::Mason::Component::FileBased), 'id', 1065, 'id', 1065) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 1074 . = eval {...} called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 1068 . = HTML::Mason::Request::comp(undef, undef, 'id', 1065, 'id', 1065) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 760 . = HTML::Mason::Request::call_next(ref(HTML::Mason::Request::ApacheHandler), 'id', 1065) called from file `/opt/rt3/share/html/autohandler' line 199 $ = HTML::Mason::Commands::__ANON__[/opt/rt3/share/html/autohandler:212]('id', 1065) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Component.pm' line 134 $ = HTML::Mason::Component::run(ref(HTML::Mason::Component::FileBased), 'id', 1065) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 1072 . = eval {...} called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 1068 $ = HTML::Mason::Request::comp(undef, undef, undef, 'id', 1065) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 338 $ = eval {...} called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 338 . = eval {...} called from file `/usr/local/share/perl/5.8.3/HTML/Mason/Request.pm' line 297 $ = HTML::Mason::Request::exec(ref(HTML::Mason::Request::ApacheHandler)) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/ApacheHandler.pm' line 134 . = eval {...} called from file `/usr/local/share/perl/5.8.3/HTML/Mason/ApacheHandler.pm' line 134 $ = HTML::Mason::Request::ApacheHandler::exec(ref(HTML::Mason::Request::ApacheHandler)) called from file `/usr/local/share/perl/5.8.3/HTML/Mason/ApacheHandler.pm' line 792 $ = HTML::Mason::ApacheHandler::handle_request(ref(HTML::Mason::ApacheHandler), ref(Apache)) called from file `/opt/rt3/bin/webmux.pl' line 145 . = eval {...} called from file `/opt/rt3/bin/webmux.pl' line 145 $ = RT::Mason::handler(ref(Apache)) called from file `/dev/null' line 0 $ = eval {...} called from file `/dev/null' line 0 Jon. From serge.bianda at appiancorp.com Wed Aug 11 08:40:40 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Wed, 11 Aug 2004 08:40:40 -0400 Subject: [rt-users] Errors with new install Message-ID: You could try this: ln -s /path-to-rt3/bin/rt-mailgate /etc/smrsh/rt-mailgate where path-to-rt3 is /usr/local/rt3 on my machine Hope that will help ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Dayton Jones Sent: Tue 8/10/2004 9:16 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Errors with new install I've just setup a new host with Red Hat Enterprise Linux ES release 3 (update 2) with: Apache 1.3.31 mod_perl 1.29 rt-3.2.1 Everything is great via the web interface, but when I try to use rt-mailgate I get : Aug 10 17:51:35 helpdesk sendmail[29500]: i7B0QmaY029335: to="|rt-mailgate --queue general --action correspond --url http://helpdesk/", ctladdr= (8/0), delay=00:24:47, xdelay=00:00:01, mailer=prog, pri=214486, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Reading through previous posts, I've tried several things to no avail. Upon piping a message by hand to rt-mailgate I get: An Error Occurred ================= 405 Method Not Allowed I can send any of the config parameters to help out, just tell me what you need...Any help will be greatly appreciated Thanks in advance. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From niels=rt at bakker.net Wed Aug 11 09:51:46 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 11 Aug 2004 15:51:46 +0200 Subject: [rt-users] Errors with new install In-Reply-To: References: Message-ID: <20040811135146.GZ74928@snowcrash.tpb.net> * "Dayton Jones"@proofpoint.com (Dayton Jones) [Wed 11 Aug 2004, 03:48 CEST]: > Upon piping a message by hand to rt-mailgate I get: > > An Error Occurred > ================= > > 405 Method Not Allowed You call rt-mailgate with http://helpdesk/ as argument. Is that also what's in the Location bar of your browser when you use the web interface? Is Apache configured to see the virtual host named `helpdesk' the same as `helpdesk.your.domain.com? -- Niels. -- From jesse at bestpractical.com Wed Aug 11 10:04:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Aug 2004 10:04:28 -0400 Subject: [rt-users] RT3 Performance Issues Update In-Reply-To: <4119FF06.2020005@jonmasters.org> References: <4119FF06.2020005@jonmasters.org> Message-ID: <5C2FC0A2-EB9F-11D8-868A-000A95AE249E@bestpractical.com> On Aug 11, 2004, at 7:12 AM, Jon Masters wrote: > Hi all, > > However I have forced myself to play around more with perl and have > been using an interactive mod_perl debugging session to determine that > there is potentially a problem in the > DBIx::SearchBuilder::Record::Cacheable code as it likes to go and sit > in big long loops looking for stuff that has expired from its object > cache. Can I turn off the cacheing and just use the database directly? Sure, but that will hurt in other ways. > It likes running the expire code path hundreds of times, e.g.: How long does the cache expirey take when run outside the debugger? Small tight loops have this habit of becoming big, heavy loops when a debugger touches them. But you have hit on one of the places I've had flagged in the back of my head as a possible point of pain for a while. I'd be quite happy to see a patch for a more efficient cache expiry mechanism. Jesse From dexterajhon at yahoo.fr Wed Aug 11 10:47:31 2004 From: dexterajhon at yahoo.fr (Dexter) Date: Wed, 11 Aug 2004 16:47:31 +0200 Subject: [rt-users] Help !!! Message-ID: <6.0.3.0.2.20040811164049.02605ec0@pop.mail.yahoo.fr> Hello everybody, Hello everybody, I have installed RT.3 and it seem to be working very well until I add a new Virtual host to my web server. When I try to access RT, it give this error: [error] [client xxx.xxx.xxx.xxx] def is not a valid Log::Dispatch log level at /rtdir/lib/RT.pm line 200! Any idea about where the problem can come from? My config: ServerName rt.mydomain.org DocumentRoot /rtdir/share/html AddDefaultCharset UTF-8 ErrorLog logs/rt-error_log CustomLog logs/rt-access_log common PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html [PT] PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason dexter! From Richard.Ellis at Sun.COM Wed Aug 11 11:15:29 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 11 Aug 2004 16:15:29 +0100 Subject: [rt-users] RE: UGLY EMERGENCY In-Reply-To: <20040810121543.8B48984C0E1@pallas.eruditorum.org> References: <20040810121543.8B48984C0E1@pallas.eruditorum.org> Message-ID: <1092237328.64573.36.camel@sr-egmp03-05> > Message: 1 > Date: Mon, 9 Aug 2004 20:33:11 -0500 > From: "Kelly F. Hickel" > Subject: RE: [rt-users] UGLY EMERGENCY > To: "Aubrey King" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <3C05BBBA1B54ED43B1A6827E620EF1CD58551F at mailservermn.mqsoftware.com> > Content-Type: text/plain; charset="us-ascii" > > How did you do your backup? If you used the mysql HotCopy, you're in > luck. Both because the restore is easy, and I happened to do it last > week. With hotcopy, it makes exact copies of the databases, so all you > have to do is take mysql down, copy the "rt3" directory from your > hotcopy (or whatever your database name was) to wherever your mysql data > directory is (like /var/lib/mysql/rt3), and bring mysql back up... > > -Kelly > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aubrey > King > Sent: Monday, August 09, 2004 8:08 PM > Cc: rt-users at lists.bestpractical.com > Subject: [rt-users] UGLY EMERGENCY > > > We have been happily running an instance of RT2 (and rt1 before that) > here > at Global Crossing for several years and, this morning, we had a > catastrophic event happen.. every admin's worst nightmare. After having > > one of two mirrored drives fail, I got right on my new machine to > upgrade > to rt3 instead of replacing the drive (we're a poor company nowadays). > Well, this am, after a power hit which took out our ac, the temperatures > > rose in our data center (110 degrees +) and my last drive failed. Now, > I > have nothing but a backup of the rt2 database from /usr/local/mysql. > > Has anyone had any experience with this? I need to get my old data from > > there (and /opt, which was backed up, too), but I'm not sure if anyone > has > a nice script that can just magically import my old stuff from that into > > mysql again, but in rt3 format. > > Anyone? > > Aubrey King > Global Crossing, Ltd. > IP Systems Engineering > Systems Administrator > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > This is an awesome tip from Kelly. We were using Mysqldump every 6 hours for backups, which is not exactly the quickest way to do it but it worked. Tried mysqlhotcopy today and it was sub second ( ok we only have 5000 tickets so far) to complete the backup. I'm a convert - thanks Kelly From jesse at bestpractical.com Wed Aug 11 11:31:03 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Aug 2004 11:31:03 -0400 Subject: [rt-users] Help !!! In-Reply-To: <6.0.3.0.2.20040811164049.02605ec0@pop.mail.yahoo.fr> References: <6.0.3.0.2.20040811164049.02605ec0@pop.mail.yahoo.fr> Message-ID: <20040811153103.GY27954@pallas.eruditorum.org> You sound like you changed an "undef" to a "def". There's no such thing as "def" On Wed, Aug 11, 2004 at 04:47:31PM +0200, Dexter wrote: > Hello everybody, > Hello everybody, > > I have installed RT.3 and it seem to be working very well until I add a new > Virtual host to my web server. > When I try to access RT, it give this error: > > [error] [client xxx.xxx.xxx.xxx] def is not a valid Log::Dispatch log level > at /rtdir/lib/RT.pm line 200! > > Any idea about where the problem can come from? > > > My config: > > > ServerName rt.mydomain.org > DocumentRoot /rtdir/share/html > AddDefaultCharset UTF-8 > ErrorLog logs/rt-error_log > CustomLog logs/rt-access_log common > > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html [PT] > > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > > dexter! > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From MHanley at cxtec.com Wed Aug 11 11:59:46 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Wed, 11 Aug 2004 11:59:46 -0400 Subject: [rt-users] Adding fields to Quick Ticket Creation Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F09436546@cxmail2> Anyone come up with an easy way to add fields to the Quick Ticket Creation area? (Like a Requestor) Just don't want to slog through it if it's already been done and I'm missing it. Thanks. -matt Matthew Hanley mhanley at cxtec.com From dexterajhon at yahoo.fr Wed Aug 11 14:48:34 2004 From: dexterajhon at yahoo.fr (Dexter) Date: Wed, 11 Aug 2004 20:48:34 +0200 Subject: [rt-users] Help !!! In-Reply-To: <20040811153103.GY27954@pallas.eruditorum.org> References: <6.0.3.0.2.20040811164049.02605ec0@pop.mail.yahoo.fr> <20040811153103.GY27954@pallas.eruditorum.org> Message-ID: <6.0.3.0.2.20040811204601.022e7ec0@pop.mail.yahoo.fr> Ohhh. .. thanks! You were right there was 'def' :( (I don't how it get there) in the Sitconf file near the Logging directives! Cheers. d. >You sound like you changed an "undef" to a "def". >There's no such thing as "def" > >On Wed, Aug 11, 2004 at 04:47:31PM +0200, Dexter wrote: > > Hello everybody, > > Hello everybody, > > > > I have installed RT.3 and it seem to be working very well until I add a > new > > Virtual host to my web server. > > When I try to access RT, it give this error: > > > > [error] [client xxx.xxx.xxx.xxx] def is not a valid Log::Dispatch log > level > > at /rtdir/lib/RT.pm line 200! > > > > Any idea about where the problem can come from? > > > > > > My config: > > > > > > ServerName rt.mydomain.org > > DocumentRoot /rtdir/share/html > > AddDefaultCharset UTF-8 > > ErrorLog logs/rt-error_log > > CustomLog logs/rt-access_log common > > > > PerlSetVar MasonArgsMethod CGI > > PerlModule Apache2 Apache::compat > > RewriteEngine On > > RewriteRule ^(.*)/$ $1/index.html [PT] > > > > PerlModule Apache::DBI > > PerlRequire /usr/local/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > > > dexter! > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > >-- From MHanley at cxtec.com Wed Aug 11 15:54:07 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Wed, 11 Aug 2004 15:54:07 -0400 Subject: [rt-users] Search query returning zero results Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F0943654E@cxmail2> Using RT 3.2.1, perl 5.8.4, apache 2.0.50, and fastcgi. Doing a simple query like "Updated > 'August 1'" returns 0 results when it should return plenty. Things like "Created = 'August 5'" work great. Any ideas? -matt Matthew Hanley mhanley at cxtec.com From serge.bianda at appiancorp.com Wed Aug 11 16:32:39 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Wed, 11 Aug 2004 16:32:39 -0400 Subject: [rt-users] Display Configuration Autoreply Message-ID: Hello: I wanted to know what to do to change: 1. The "From" header to show just the email address (e.g. support at domainname.com) instead of showing "The default queue via RT [support at domainname.com]" 2. The ticket info, right now on the Subject and inside the body the ticket is showing to :" [domainname.com #1] and I want it to be [ Ticket #1] rather. Where should I go to configure that? I looked at the config file, but I'm not quite sure whether I know how to set it. Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From edge at gecko.org Wed Aug 11 16:24:21 2004 From: edge at gecko.org (Dayton Jones) Date: Wed, 11 Aug 2004 13:24:21 -0700 (PDT) Subject: [rt-users] Submission form via CGI? Message-ID: I've got RT 3.2.1 installed and running just fine, but I want to setup a submission form (via CGI) for people to be able to enter a little bit of data then have it submitted into the system. I've written a script to do this, however - when I load the script into my browser the script itself shows on the page as well as the form it creates.. It looks like Mason is grabbing the script before it runs... How/where can I place a simple perl cgi and call it to correctly do this? All the script does is prompt for email address, and description of the problem vi a form, then submits the parameters to RT. -- "It's better to dig your own grave than to rot in the sun." From rt at tmtm.com Wed Aug 11 16:53:50 2004 From: rt at tmtm.com (Tony Bowden) Date: Wed, 11 Aug 2004 21:53:50 +0100 Subject: [rt-users] Restricting a Merge Message-ID: <20040811205350.GA23018@soto.kasei.com> We have a custom field for Client Name. I'd really like it so that two tickets can't be merged unless they both have the same value for this field, as we've had a couple of cases of merging the wrong tickets accidentally, and this would provide another useful level of sanity checking on that. My guess is that I want to write a scrip for this, but I haven't added anything like this before. Before I get stuck into learning about that, is that the direction I should be heading in? Is there an example somewhere that I've missed for doing this sort of thing? I'm fairly new to adminning an RT set-up: we had Simon around to do this for us before :) Thanks, Tony From jesse at bestpractical.com Wed Aug 11 17:17:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 11 Aug 2004 17:17:15 -0400 Subject: [rt-users] Restricting a Merge In-Reply-To: <20040811205350.GA23018@soto.kasei.com> References: <20040811205350.GA23018@soto.kasei.com> Message-ID: On Aug 11, 2004, at 4:53 PM, Tony Bowden wrote: > > We have a custom field for Client Name. I'd really like it so that two > tickets can't be merged unless they both have the same value for this > field, as we've had a couple of cases of merging the wrong tickets > accidentally, and this would provide another useful level of sanity > checking on that. > > My guess is that I want to write a scrip for this, but I haven't added > anything like this before. Before I get stuck into learning about that, > is that the direction I should be heading in? Is there an example > somewhere that I've missed for doing this sort of thing? Actually, it sounds like you'd want to overlay or Hook::LexWrap RT::Ticket_Overlay.pm's MergeInto subroutine. Precondition/Validation scrips are something I'd love to do, but not there yet. > I'm fairly new to adminning an RT set-up: we had Simon around to do > this > for us before :) Heh. Welcome. Jesse From rt at tmtm.com Wed Aug 11 17:47:38 2004 From: rt at tmtm.com (Tony Bowden) Date: Wed, 11 Aug 2004 22:47:38 +0100 Subject: [rt-users] Restricting a Merge In-Reply-To: References: <20040811205350.GA23018@soto.kasei.com> Message-ID: <20040811214738.GB23018@soto.kasei.com> On Wed, Aug 11, 2004 at 05:17:15PM -0400, Jesse Vincent wrote: > Actually, it sounds like you'd want to overlay or Hook::LexWrap > RT::Ticket_Overlay.pm's MergeInto subroutine. > Precondition/Validation scrips are something I'd love to do, but not > there yet. OK. I'll look into that, then. > >I'm fairly new to adminning an RT set-up: we had Simon around to do > >this for us before :) > Heh. Welcome. I'm getting there. I'm fairly comfortable with switching in my own templates, although Mason seems really clumsy to me (I'm a TT user usually). I've a few other problems that I'll be sending through separately. Thanks, Tony From rt at tmtm.com Wed Aug 11 17:51:46 2004 From: rt at tmtm.com (Tony Bowden) Date: Wed, 11 Aug 2004 22:51:46 +0100 Subject: [rt-users] "Unrecognised line" error from EmailParser Message-ID: <20040811215146.GC23018@soto.kasei.com> When I try to add a new Requestor to a ticket, I'm getting: Unrecognised line: tony at tmtm.com at /home/customers/sites/rt//lib/RT/EmailParser.pm line 404 This is coming from Mail::Address, but I can't replicate the problem outside of RT at all. A simple script which calls the method in Mail::Address, or even the method in RT::EmailParser works just fine. The full trace is below. Anyone seen anything like this before? Thanks, Tony - Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 - HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: tony at tmtm.com at /home/customers/sites/rt//lib/RT/EmailParser.pm line 404^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 - Carp::croak('Unrecognised line: tony at tmtm.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122 - Mail::Address::_tokenise('tony at tmtm.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182 - Mail::Address::parse('Mail::Address', 'tony at tmtm.com') called at /home/customers/sites/rt//lib/RT/EmailParser.pm line 404 - RT::EmailParser::ParseAddressFromHeader('', 'tony at tmtm.com') called at /home/customers/sites/rt//lib/RT/User_Overlay.pm line 599 - RT::User::LoadOrCreateByEmail('RT::User=HASH(0x8d17d7c)', 'tony at tmtm.com') called at /home/customers/sites/rt//lib/RT/Ticket_Overlay.pm line 1440 - RT::Ticket::_AddWatcher('RT::Ticket=HASH(0x8e8eed0)', 'Type', 'Requestor', 'PrincipalId', undef, 'Email', 'tony at tmtm.com') called at /home/customers/sites/rt//lib/RT/Ticket_Overlay.pm line 1421 - RT::Ticket::AddWatcher('RT::Ticket=HASH(0x8e8eed0)', 'Type', 'Requestor', 'Email', 'tony at tmtm.com') called at /home/customers/sites/rt//lib/RT/Interface/Web.pm line 1286 - HTML::Mason::Commands::ProcessTicketWatchers('TicketObj', 'RT::Ticket=HASH(0x8e8eed0)', 'ARGSRef', 'HASH(0x8f2c194)') called at /home/customers/sites/rt/share/html/Ticket/ModifyPeople.html line 49 - HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 29, 'WatcherTypeEmail2', '', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail2', '', 'Owner', 29, 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 - HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f2eac4)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 29, 'WatcherTypeEmail2', '', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail2', '', 'Owner', 29, 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 - eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 - HTML::Mason::Request::comp(undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 29, 'WatcherTypeEmail2', '', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name', 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail2', '', 'Owner', 29, 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name') 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(0x8f2b4b0)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail2', '', 'Owner', 29, 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name') called at /home/customers/sites/rt/share/html/autohandler line 196 - HTML::Mason::Commands::__ANON__('GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 29, 'WatcherTypeEmail2', '', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 - HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8d31180)', 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 29, 'WatcherTypeEmail2', '', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069 - eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 - HTML::Mason::Request::comp(undef, undef, undef, 'GroupField', 'Name', 'UserOp', 'LIKE', 'WatcherTypeEmail3', '', 'GroupString', '', 'GroupOp', 'LIKE', 'Owner', 29, 'WatcherTypeEmail2', '', 'WatcherAddressEmail1', 'tony at tmtm.com', 'WatcherTypeEmail1', 'Requestor', 'id', 279, 'WatcherAddressEmail3', '', 'WatcherAddressEmail2', '', 'UserString', '', 'UserField', 'Name') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 - eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 - eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 - HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8f2b4b0)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 - eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 - HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8f2b4b0)') 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(0x8d45fc8)', 'Apache::RequestRec=SCALAR(0x8d459d4)') called at /home/customers/sites/rt/bin/webmux.pl line 138 - eval {...} at /home/customers/sites/rt/bin/webmux.pl line 138 - RT::Mason::handler('Apache::RequestRec=SCALAR(0x8d459d4)') called at -e line 0 - eval {...} at -e line 0 From alexmv at bestpractical.com Wed Aug 11 18:07:49 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 11 Aug 2004 18:07:49 -0400 Subject: [rt-users] "Unrecognised line" error from EmailParser In-Reply-To: <20040811215146.GC23018@soto.kasei.com> References: <20040811215146.GC23018@soto.kasei.com> Message-ID: <1092262069.6030.11.camel@zoq-fot-pik.mit.edu> On Wed, 2004-08-11 at 17:51, Tony Bowden wrote: > Unrecognised line: tony at tmtm.com at > /home/customers/sites/rt//lib/RT/EmailParser.pm line 404 > [snip] > Anyone seen anything like this before? It's caused by a utf8 / regex interaction bug in perl 5.8.0. A workaround has been checked into the subversion repository of RT; either upgrade perl, use rt from subversion, or apply the following patch. - Alex Modified: lib/RT/EmailParser.pm ============================================================================== --- lib/RT/EmailParser.pm (original) +++ lib/RT/EmailParser.pm Fri Jul 30 15:59:24 2004 @@ -467,6 +467,8 @@ my $self = shift; my $Addr = shift; + # Perl 5.8.0 breaks when doing regex matches on utf8 + Encode::_utf8_off($Addr) if $] == 5.008; my @Addresses = Mail::Address->parse($Addr); my $AddrObj = $Addresses[0]; -- Networking -- one letter away from not working From CAGaikwad at dstsystems.com Wed Aug 11 16:54:51 2004 From: CAGaikwad at dstsystems.com (CAGaikwad at dstsystems.com) Date: Wed, 11 Aug 2004 15:54:51 -0500 Subject: [rt-users] Display Configuration Autoreply In-Reply-To: Message-ID: RT_SiteConfig.pm: # By default, RT sets the outgoing mail's "From:" header to # "SenderName via RT". Setting this option to 0 disables it. Set($UseFriendlyFromLine , 1); and # $rtname the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place Set($rtname , "domainname.com"); Chris A. Gaikwad Systems Programmer DST Systems, Inc. "Serge Bianda" To Sent by: rt-users-bounces@ cc lists.bestpractic al.com Subject [rt-users] Display Configuration Autoreply 08/11/2004 03:32 PM Hello: I wanted to know what to do to change: 1. The ?From? header to show just the email address (e.g. support at domainname.com) instead of showing ?The default queue via RT [support at domainname.com]? 2. The ticket info, right now on the Subject and inside the body the ticket is showing to :? [domainname.com #1] and I want it to be [ Ticket #1] rather. Where should I go to configure that? I looked at the config file, but I?m not quite sure whether I know how to set it. Serge_______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at tmtm.com Wed Aug 11 18:20:56 2004 From: rt at tmtm.com (Tony Bowden) Date: Wed, 11 Aug 2004 23:20:56 +0100 Subject: [rt-users] "Unrecognised line" error from EmailParser In-Reply-To: <1092262069.6030.11.camel@zoq-fot-pik.mit.edu> References: <20040811215146.GC23018@soto.kasei.com> <1092262069.6030.11.camel@zoq-fot-pik.mit.edu> Message-ID: <20040811222056.GA24362@soto.kasei.com> On Wed, Aug 11, 2004 at 06:07:49PM -0400, Alex Vandiver wrote: > It's caused by a utf8 / regex interaction bug in perl 5.8.0. A > workaround has been checked into the subversion repository of RT; either > upgrade perl, use rt from subversion, or apply the following patch. Excellent. I'll try to get an upgrade done (although I'm not too hopeful). I've just applied this patch by hand. Thanks for the quick response. Tony From rpaskowitz at michener.ca Wed Aug 11 20:30:38 2004 From: rpaskowitz at michener.ca (Robert Paskowitz) Date: Wed, 11 Aug 2004 20:30:38 -0400 Subject: [rt-users] LDAP solution that works Message-ID: I am trying to use that overlay file, but am having some issues. Based on my understanding of that file, it just deals with the password authentication portion, and therefore requires the user to be pre-existing in the RT database. We use Novell here and want to authenticate against the eDirectory LDAP server(something we do often). Ideally, we would want a user to be able to sign in with the novell name/password, have RT create a user with the given name, leave the password blank, and use the e-mail adress which can be grabbed from LDAP as well. A nice bonus would be the ability to have a user send an e-mail in, and if it is not associated with an account, perform an LDAP lookup for that address, and proceed with the same account creation described above. This sounds roughly like what you said you have going, so I'd be interested to know what you have done, code or configuration wise aside from just that overlay file. Thanks, Robert >>> Carl Makin 08/10/04 21:31 PM >>> Hi Tomas, Tomas A. P. Olaj wrote: >1) LDAP for authentication. New users will be created automatically by RT > with their username. Of course, new users sending e-mail to RT will be > created by their e-mail address. That's not wanted, and we are > wondering how others deal with that. > > We use LDAP authentication here, but not through Apache. We use an LDAP user authentication overlay which handles both logging in and email user creation. There are links to it in the "Extensions" part of the Contributions wiki page at http://wiki.bestpractical.com/index.cgi?Contributions It works a treat, except for autogenerating accounts for CCs on an inbound email. We can live with that for the moment. Carl. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From carl at xena.IPAustralia.gov.au Thu Aug 12 00:31:11 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Thu, 12 Aug 2004 14:31:11 +1000 Subject: [rt-users] LDAP solution that works In-Reply-To: References: Message-ID: <411AF28F.80708@xena.ipaustralia.gov.au> Hi Robert, Robert Paskowitz wrote: >We use Novell here and want to authenticate against the eDirectory LDAP server(something we do often). Ideally, we would want a user to be able to sign in with the novell name/password, have RT create a user with the given name, leave the password blank, and use the e-mail adress which can be grabbed from LDAP as well. A nice bonus would be the ability to have a user send an e-mail in, and if it is not associated with an account, perform an LDAP lookup for that address, and proceed with the same account creation described above. > > The system we have works the other way around. Users are automatically created with data from the LDAP server by an inbound email. Once they are created, then they can log in. We use the LDAPMail.pm file (attached) in the /rt3/lib/RT/Interface/Email/Auth directory to do the LDAP based auto user creation. I got that off this list, but I can't remember who from. :( LDAPMail.pm associated with /rt3/local/lib/RT/User_Local.pm (attached) and this snippet in the RT_SiteConfig.pm file do it all for us. # LDAP Authentication $LDAPExternalAuth = 1; $LdapServer="your.directory.server"; $LdapUser=""; $LdapPass=""; $LdapBase="dc=your,dc=directory,dc=serverbase"; $LdapUidAttr="uid"; $LdapFilter="(objectclass=inetOrgPerson)"; # LDAP entry from mail. @RT::MailPlugins = ( "Auth::LDAPMail", "Auth::MailFrom" ); At some point I hope to find the time to dive in and make the "ParseNewMessageForTicketCcs" function use LDAP data as well. Unfortunately this might all go out the window here as my management are keen on using a single "Service Desk" based system across the whole organisation, and the peope in charge of that are only interested in commercial packages. Hope this helps. Carl. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: LDAPMail.pm URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: User_Local.pm URL: From hwagener at hamburg.fcb.com Thu Aug 12 04:07:03 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 12 Aug 2004 10:07:03 +0200 Subject: [rt-users] Off-Topic: mysqlhotcopy and innodb databases In-Reply-To: <1092237328.64573.36.camel@sr-egmp03-05> References: <20040810121543.8B48984C0E1@pallas.eruditorum.org> <1092237328.64573.36.camel@sr-egmp03-05> Message-ID: <98195F54-EC36-11D8-883D-003065DC18B8@hamburg.fcb.com> Am 11.08.2004 um 17:15 schrieb Richard Ellis: >> > This is an awesome tip from Kelly. We were using Mysqldump every 6 > hours > for backups, which is not exactly the quickest way to do it but it > worked. Tried mysqlhotcopy today and it was sub second ( ok we only > have > 5000 tickets so far) to complete the backup. > > I'm a convert - thanks Kelly > But does mysqlhotcopy work with innodb style databases? the mysql web site gives the impression one needs innodbhotcopy, which ist 390$ per machine.... Regards, Harald From jonathan at jonmasters.org Thu Aug 12 08:10:18 2004 From: jonathan at jonmasters.org (Jon Masters) Date: Thu, 12 Aug 2004 13:10:18 +0100 Subject: [rt-users] RT3 Performance Issues Update In-Reply-To: <5C2FC0A2-EB9F-11D8-868A-000A95AE249E@bestpractical.com> References: <4119FF06.2020005@jonmasters.org> <5C2FC0A2-EB9F-11D8-868A-000A95AE249E@bestpractical.com> Message-ID: <411B5E2A.7010609@jonmasters.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jesse Vincent wrote: | On Aug 11, 2004, at 7:12 AM, Jon Masters wrote: | |> Hi all, |> |> However I have forced myself to play around more with perl and have |> been using an interactive mod_perl debugging session to determine that |> there is potentially a problem in the |> DBIx::SearchBuilder::Record::Cacheable code as it likes to go and sit |> in big long loops looking for stuff that has expired from its object |> cache. Can I turn off the cacheing and just use the database directly? | | | Sure, but that will hurt in other ways. How would you recommend that I do this - I would like to rule out issues with that part of SearchBuilder - documentation is somewhat light. |> It likes running the expire code path hundreds of times, e.g.: | How long does the cache expirey take when run outside the debugger? I'll run this through the profiler again. | But you have hit on one of the places I've had flagged in the back of my | head as a possible point of pain for a while. I think it is the cause of most of my grief. | I'd be quite happy to see a patch for a more | efficient cache expiry mechanism. I'll take a look however I rarely write much perl these days and hate object orientation in general, so it might be quite fun. Jon. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBG14qeTyyexZHHxERAk0VAJ9ZShX9kKA91zghWrV6tEsEXNxG4wCgkiER asKhDUYuZQbjWDGixVZA+Zs= =+Qx7 -----END PGP SIGNATURE----- From kfh at mqsoftware.com Thu Aug 12 08:05:55 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 12 Aug 2004 07:05:55 -0500 Subject: [rt-users] Off-Topic: mysqlhotcopy and innodb databases Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD89FBFA@mailservermn.mqsoftware.com> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Harald Wagener > Sent: Thursday, August 12, 2004 3:07 AM > To: 'rt-users at lists.fsck.com' > Subject: [rt-users] Off-Topic: mysqlhotcopy and innodb databases > > > Am 11.08.2004 um 17:15 schrieb Richard Ellis: > > >> > > This is an awesome tip from Kelly. We were using Mysqldump every 6 > > hours > > for backups, which is not exactly the quickest way to do it but it > > worked. Tried mysqlhotcopy today and it was sub second ( ok we only > > have > > 5000 tickets so far) to complete the backup. > > > > I'm a convert - thanks Kelly > > > > But does mysqlhotcopy work with innodb style databases? the mysql web > site gives the impression one needs innodbhotcopy, which ist 390$ per > machine.... [Kelly F. Hickel] That's a good question, the databases that I'm backing up currently aren't for RT, and off the top of my head, I don't know if they're innodb or not. Something I'll have to look into, but it won't be in the next week or to, so if someone else fells like figuring it out...... -Kelly > > Regards, > Harald > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From serge.bianda at appiancorp.com Thu Aug 12 08:22:43 2004 From: serge.bianda at appiancorp.com (Serge Bianda) Date: Thu, 12 Aug 2004 08:22:43 -0400 Subject: [rt-users] Login Page Modification Message-ID: Hello there: I wanted to know if anyone can tell me what file is handling the login page display of RT, the reason why I'm asking this is simply because I wanted to make some modification on it. Currently this is what is says: >|< RT 3.2.1 Copyright 1996-2004 Best Practical Solutions, LLC . Distributed under version 2 of the GNU GPL. To inquire about support, training, custom development or licensing, please contact sales at bestpractical.com. I searched index.html and the display.html files, but I could not see where to find the line mentioned above. Thanks Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From wilson at cfi.co.ug Thu Aug 12 08:54:15 2004 From: wilson at cfi.co.ug (Wilson Abigaba) Date: Thu, 12 Aug 2004 15:54:15 +0300 Subject: [rt-users] Login Page Modification In-Reply-To: Message-ID: /path/to/rt/share/html/Elements/Login the footer for every page that displays is /Elements/Footer The header is /Elements/Header Logout is /NoAuth/Logout -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Serge Bianda Sent: Thursday, August 12, 2004 3:23 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Login Page Modification Hello there: I wanted to know if anyone can tell me what file is handling the login page display of RT, the reason why I'm asking this is simply because I wanted to make some modification on it. Currently this is what is says: >|< RT 3.2.1 Copyright 1996-2004 Best Practical Solutions, LLC. Distributed under version 2 of the GNU GPL. To inquire about support, training, custom development or licensing, please contact sales at bestpractical.com. I searched index.html and the display.html files, but I could not see where to find the line mentioned above. Thanks Serge -------------- next part -------------- An HTML attachment was scrubbed... URL: From rpaskowitz at michener.ca Thu Aug 12 09:38:08 2004 From: rpaskowitz at michener.ca (Robert Paskowitz) Date: Thu, 12 Aug 2004 09:38:08 -0400 Subject: [rt-users] LDAP solution that works Message-ID: Thanks for the file, I knew there was some sort of a missing link. Unfortunatly our LDAP idea here may not take off because of some complexities. Our users are stored in all levels of the tree, so a fairly bruteforce recursive check is needed, which is time consuming, wasteful, and doesn't always seem to work. Some of our other software uses IMAP authentication, so I am currentlly looking into modifying the LDAP portions to do IMAP. We save having to do the lookups for the dn, which is a big plus. Whatever I end up with will be posted back to the list. Even if we stick with LDAP, the recursive search may be useful to some. >>> Carl Makin 08/12/04 00:32 AM >>> Hi Robert, Robert Paskowitz wrote: >We use Novell here and want to authenticate against the eDirectory LDAP server(something we do often). Ideally, we would want a user to be able to sign in with the novell name/password, have RT create a user with the given name, leave the password blank, and use the e-mail adress which can be grabbed from LDAP as well. A nice bonus would be the ability to have a user send an e-mail in, and if it is not associated with an account, perform an LDAP lookup for that address, and proceed with the same account creation described above. > > The system we have works the other way around. Users are automatically created with data from the LDAP server by an inbound email. Once they are created, then they can log in. We use the LDAPMail.pm file (attached) in the /rt3/lib/RT/Interface/Email/Auth directory to do the LDAP based auto user creation. I got that off this list, but I can't remember who from. :( LDAPMail.pm associated with /rt3/local/lib/RT/User_Local.pm (attached) and this snippet in the RT_SiteConfig.pm file do it all for us. # LDAP Authentication $LDAPExternalAuth = 1; $LdapServer="your.directory.server"; $LdapUser=""; $LdapPass=""; $LdapBase="dc=your,dc=directory,dc=serverbase"; $LdapUidAttr="uid"; $LdapFilter="(objectclass=inetOrgPerson)"; # LDAP entry from mail. @RT::MailPlugins = ( "Auth::LDAPMail", "Auth::MailFrom" ); At some point I hope to find the time to dive in and make the "ParseNewMessageForTicketCcs" function use LDAP data as well. Unfortunately this might all go out the window here as my management are keen on using a single "Service Desk" based system across the whole organisation, and the peope in charge of that are only interested in commercial packages. Hope this helps. Carl. From rtusers at memory.blank.org Thu Aug 12 10:27:18 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Thu, 12 Aug 2004 10:27:18 -0400 Subject: [rt-users] Help !!! In-Reply-To: <20040811153103.GY27954@pallas.eruditorum.org> References: <6.0.3.0.2.20040811164049.02605ec0@pop.mail.yahoo.fr> <20040811153103.GY27954@pallas.eruditorum.org> Message-ID: <20040812142718.GG11039@blank.org> In the immortal words of Jesse Vincent (jesse at bestpractical.com): > > You sound like you changed an "undef" to a "def". > There's no such thing as "def" Tell that to Russell Simmons. -n ------------------------------------------------------------- "Reinstalling sendmail after you've gotten 0wn3d is like putting a fresh, NEW `kick me' on your butt because the old one is too wrinkled." (--Russ Nelson) ----------------------------------------------------- From seph at directionless.org Thu Aug 12 10:51:23 2004 From: seph at directionless.org (seph) Date: Thu, 12 Aug 2004 10:51:23 -0400 Subject: [rt-users] Re: Selfservice custom field/LDAP In-Reply-To: (Robert Paskowitz's message of "Tue, 10 Aug 2004 19:00:46 -0400") References: Message-ID: > 2) We are mainly a Novell shop so the ability to authenticate and avoid > having to do RT account creation would be desirable. We authenticate > against the Novell stuff using LDAP for other web-based services, might > that be possible with RT as well? Perhaps some other solution? yes. check the mailing list archives. seph From rt at tmtm.com Thu Aug 12 12:36:13 2004 From: rt at tmtm.com (Tony Bowden) Date: Thu, 12 Aug 2004 17:36:13 +0100 Subject: [rt-users] Restricting a Merge In-Reply-To: References: <20040811205350.GA23018@soto.kasei.com> Message-ID: <20040812163613.GA7019@soto.kasei.com> On Wed, Aug 11, 2004 at 05:17:15PM -0400, Jesse Vincent wrote: > Actually, it sounds like you'd want to overlay or Hook::LexWrap > RT::Ticket_Overlay.pm's > MergeInto subroutine. > Precondition/Validation scrips are something I'd love to do, but not > there yet. That's one BIG method to overlay. Is it possible for it to either be split up? Perhaps we could have all the early checks split out canMergeInto() or somesuch? I could supply a patch if you want, but it looks like it's just a matter of extracting everything from unless ($self->CurrentUserHasRight('ModifyTicket') down to the comment about using EffectiveID out. Of course for extra bonus marks each check would be its own method so that people can override the behaviour in a much more fine grained manner. :) Tony From bfineman at internet2.edu Thu Aug 12 12:59:43 2004 From: bfineman at internet2.edu (Ben Fineman) Date: Thu, 12 Aug 2004 12:59:43 -0400 Subject: [rt-users] Different Tags for Different Queues In-Reply-To: References: Message-ID: <411BA1FF.9020906@internet2.edu> Good afternoon, Is it possible to set different queues to respond with different tags in the email subject line? For example, right now all of our queues respond with "[domain.com #X]". Would it be possible to have, for example, the listsupport queue respond with "[listsupport #X]", and a different queue such as netsupport respond with "[netsupport #X]" or even "[domain.com netsupport #X]"? Or is this behavior simply not supported? Thanks, Ben Fineman System Administrator Internet2 From MHanley at cxtec.com Thu Aug 12 14:19:50 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Thu, 12 Aug 2004 14:19:50 -0400 Subject: [rt-users] Help! Requestor's name getting truncated Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F09436557@cxmail2> Using RT 3.2.1, perl 5.8.4, apache 2.0.50, and fastcgi. When adding a Requestor like "John Smith", the name shows up as "John". Is this new to 3.2.1? -matt Matthew Hanley mhanley at cxtec.com From fran at cis.uab.edu Thu Aug 12 17:34:38 2004 From: fran at cis.uab.edu (Fran Fabrizio) Date: Thu, 12 Aug 2004 16:34:38 -0500 Subject: [rt-users] Spam control Message-ID: <411BE26E.8090404@cis.uab.edu> Due to the nature of our RT helpdesk the email address has to be published in public space (both virtual and real - web pages and paper flyers around the department :-) and as such, it wasn't long before the spammers scraped it up. I'm looking to do a bit of spam control before the mail hits the helpdesk and creates spurrious tickets. I have a mail server running a Postfix/amavisd-new/SpamAssassin setup so recognizing the email as spam is not a problem. The issue is that for most users of this mail system, we still want to deliver the mail and let them set client-side filters to deal with the spam as they see fit based on the X-Spam headers added to their email. However, for RT helpdesk mail, we'd probably want to just discard these messages. This question might be more appropriate on another list, but I thought I'd ask if anyone here has good spam solutions. I was thinking I could maybe run the message through procmail, which could look at the headers and toss out anything with an X-Spam-Flag set to Yes. I'm not at all familiar with procmail so I am not sure how to do this or how to pass on the clean ones through to the rt-mailgate script. Pointers or working examples of the procmail approach or another would be greatly appreciated! I'm going to start reading up on procmail, but it would be good to know if I'm even barking up the right tree. Thanks, Fran -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama at Birmingham http://www.cis.uab.edu/ 205.934.0653 From bobg at uic.edu Thu Aug 12 20:50:36 2004 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 12 Aug 2004 19:50:36 -0500 Subject: [rt-users] Spam control In-Reply-To: Your message of "Thu, 12 Aug 2004 16:34:38 CDT." <411BE26E.8090404@cis.uab.edu> Message-ID: <200408130050.i7D0oaaD004060@shark.cc.uic.edu> > >This question might be more appropriate on another list, but I thought >I'd ask if anyone here has good spam solutions. I was thinking I could >maybe run the message through procmail, which could look at the headers >and toss out anything with an X-Spam-Flag set to Yes. I'm not at all >familiar with procmail so I am not sure how to do this or how to pass on >the clean ones through to the rt-mailgate script. Pointers or working >examples of the procmail approach or another would be greatly >appreciated! I'm going to start reading up on procmail, but it would be >good to know if I'm even barking up the right tree. > We do exactly that. (In our case, we have procmail call spamc and then check the headers. You wouldn't need that.) We use qmail, so when mail comes in, it finds a .qmail-address file, the moral equivalent of a .forward file. In our case, it might have this (all one line, but broken up here): | if [[ -r /usr/local/rt/production/accc_core_mods/etc/filter ]]; then procmail -m INSTANCE='accc' QUEUENAME='bluestem' /usr/local/rt/production/accc_core_mods/etc/filter ; else cat; fi | /usr/local/rt/production/bin/rt-mailgate --queue bluestem --action correspond --url http://helpdesk.uic.edu/accc Basically, this checks to be sure the procmailrc file (called "/usr/local..../filter" here) exists, then calls procmail using that as an argument and putting the incoming mail on stdin. Procmail does its thing, and puts the note on stdout, which is a pipe to rt-mailgate, and the rest is standard RT. In our case, we run multiple INSTANCES of RT, and each instance can have multiple queues. So we pass "filter" the name of the instance and queue, so that it can apply different rules if it chooses to. (Some queues/instances will only accept mail from campus users, others will bounce certain replies to off-campus users, and so forth. We happen to write filter so that it does INCLUDEs to get any instance-specific and queue-specific procmail rules. You may not need that complexity/flexibility.) One caveat -- if procmail decides to eat the mail (if it's spam), then rt-mailgate is still part of the pipe. So you have to modify rt-mailgate very slightly so it doesn't create a ticket if the input is null. Here is a trivial patch to do that, which I've just submitted to BP today: *** rt-mailgate.in.orig Thu Aug 12 15:06:13 2004 --- rt-mailgate.in Thu Aug 12 15:07:41 2004 *************** *** 436,441 **** --- 436,444 ---- # Read the message in from STDIN $args{'message'} = <>; + unless ( $args{message} =~ /\S/ ) { + die "$0: no message passed on STDIN!\n"; + } if ($opts{'extension'}) { $args{$opts{'extension'}} = $ENV{'EXTENSION'}; From dmorris at elmodenogardens.com Thu Aug 12 20:54:43 2004 From: dmorris at elmodenogardens.com (Derek Morris) Date: Thu, 12 Aug 2004 17:54:43 -0700 Subject: [rt-users] Spam control In-Reply-To: <411BE26E.8090404@cis.uab.edu> References: <411BE26E.8090404@cis.uab.edu> Message-ID: <411C1153.3030405@elmodenogardens.com> If you already have procmail setup for local delivery, the recipe itself is pretty easy: :0: * ^X-Spam-Flag: YES /home/rt3/spam.mbox I have this in the /home/rt3/.procmailrc file to save anything marked as spam to a regular mbox file instead of passing it to the regular mailbox (which I use fetchmail to pickup). You could just as easily discard it with: :0 * ^X-Spam-Flag: YES /dev/null I can't help if you don't have procmail setup already since I use sendmail instead of Postfix, or if you deliver directly to rt-mailgate with an alias. HTH Derek Fran Fabrizio wrote: > > Due to the nature of our RT helpdesk the email address has to be > published in public space (both virtual and real - web pages and paper > flyers around the department :-) and as such, it wasn't long before the > spammers scraped it up. I'm looking to do a bit of spam control before > the mail hits the helpdesk and creates spurrious tickets. > > I have a mail server running a Postfix/amavisd-new/SpamAssassin setup so > recognizing the email as spam is not a problem. The issue is that for > most users of this mail system, we still want to deliver the mail and > let them set client-side filters to deal with the spam as they see fit > based on the X-Spam headers added to their email. However, for RT > helpdesk mail, we'd probably want to just discard these messages. > > This question might be more appropriate on another list, but I thought > I'd ask if anyone here has good spam solutions. I was thinking I could > maybe run the message through procmail, which could look at the headers > and toss out anything with an X-Spam-Flag set to Yes. I'm not at all > familiar with procmail so I am not sure how to do this or how to pass on > the clean ones through to the rt-mailgate script. Pointers or working > examples of the procmail approach or another would be greatly > appreciated! I'm going to start reading up on procmail, but it would be > good to know if I'm even barking up the right tree. > > Thanks, > Fran > -- Derek Morris El Modeno Gardens, Inc. 1 (800) 776-8111 dmorris at elmodenogardens.com extension 252 From checkpoint at ozbergs.com Fri Aug 13 00:05:38 2004 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 12 Aug 2004 21:05:38 -0700 Subject: [rt-users] HELP! Serious Security Issues Needing Resolution! Message-ID: <08a701c480ea$cb06a750$0a02010a@renditionnetworks.com> Hi All, I just discovered a huge security hole in my RT implementation. I'm running v3.2.1 on Redhat with MySQL as a db. I have a couple of issues: 1) When a user logs into check their tickets (so the user is not an admin user), they are presented with NO open tickets (even though they have some open as a requestor) and in the CLOSED tickets view, they can see 6 tickets from another requestor that they should not be able to see at all! 2) As a regular user I can view ANY ticket by just inserting the ticket number in the URL. eg: http://tickets/SelfService/Display.html?id=515. This will show ticket #515. I tried this on a bunch of tickets and each time this limited access user could see EVERY ticket!! These are two MAJOR issues for me as you can imagine and I'd like to know where to look to attempt to get this resolved. As a history, I recently built a new RT server and moved the DB over and recompiled RT. Not sure if this has anything to do with it, but I thought I'd throw it out there. Thanks -Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From Robert.Grasso at cedrat.com Fri Aug 13 06:35:45 2004 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Fri, 13 Aug 2004 12:35:45 +0200 Subject: [rt-users] Spam control In-Reply-To: <411BE26E.8090404@cis.uab.edu> Message-ID: We are a small company, with some hundreds customers registered for support; so we chose to protect RT using TMDA http://tmda.net/ . This is an open-source challenge-response system. This allows us to have a completely spam-free database. Whenever a new customer does not reply to the challenge, the mail is delivered by hand; in our configuration, this is an unusual issue. .-. Robert GRASSO - CEDRAT S.A. /v\ 10, Chemin de Pre Carre - ZIRST - 38246 MEYLAN Cedex - FRANCE // \\ Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 /( )\ mailto:Robert.Grasso at cedrat.com ^^-^^ UNIX was not designed to stop you from doing stupid things, because that would also stop you from doing clever things. -- Doug Gwyn --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Fran > Fabrizio > Sent: Thursday, August 12, 2004 11:35 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Spam control > > > > Due to the nature of our RT helpdesk the email address has to be > published in public space (both virtual and real - web pages and paper > flyers around the department :-) and as such, it wasn't long before the > spammers scraped it up. I'm looking to do a bit of spam control before > the mail hits the helpdesk and creates spurrious tickets. > > I have a mail server running a Postfix/amavisd-new/SpamAssassin setup so > recognizing the email as spam is not a problem. The issue is that for > most users of this mail system, we still want to deliver the mail and > let them set client-side filters to deal with the spam as they see fit > based on the X-Spam headers added to their email. However, for RT > helpdesk mail, we'd probably want to just discard these messages. > > This question might be more appropriate on another list, but I thought > I'd ask if anyone here has good spam solutions. I was thinking I could > maybe run the message through procmail, which could look at the headers > and toss out anything with an X-Spam-Flag set to Yes. I'm not at all > familiar with procmail so I am not sure how to do this or how to pass on > the clean ones through to the rt-mailgate script. Pointers or working > examples of the procmail approach or another would be greatly > appreciated! I'm going to start reading up on procmail, but it would be > good to know if I'm even barking up the right tree. > > Thanks, > Fran > > -- > Fran Fabrizio > Senior Systems Analyst > Department of Computer and Information Sciences > University of Alabama at Birmingham > http://www.cis.uab.edu/ > 205.934.0653 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Hans-Martin.Mosner at gefa.de Fri Aug 13 07:52:29 2004 From: Hans-Martin.Mosner at gefa.de (Hans-Martin Mosner) Date: Fri, 13 Aug 2004 13:52:29 +0200 Subject: [rt-users] Spam control Message-ID: Robert Grasso wrote: > We are a small company, with some hundreds customers registered for support; > so we chose to protect RT using TMDA http://tmda.net/ . This is an > open-source challenge-response system. This allows us to have a completely > spam-free database. Whenever a new customer does not reply to the challenge, > the mail is delivered by hand; in our configuration, this is an unusual > issue. I don't know your special situation, but from my own experience I can say that challenge-response systems create even more spam for completely unrelated users when their address has been used as the sender address in spam. When I get this kind of backscatter spam, I usually block the challenge sender. Please consider using other facilities such as RBLs for spam reduction first. Wouldn't it be much better, since you know who your customers are, to whitelist them and return a mail rejection message in the SMTP dialog when an unlisted sender tries to send mail to your RT mail address? That approach only creates backscatter when the mail is getting in via an open relay host, and it's that host's responsibility to fix it... Cheers, Hans-Martin From BrettB at hkusa.com Fri Aug 13 10:22:18 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Fri, 13 Aug 2004 09:22:18 -0500 Subject: [rt-users] Can't email outside of our domain Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D86@EXCHANGE4> This isn't directly related to RT, but I am hoping that someone can help. We've recently noticed that RT's emails are not making it to any email addresses outside of our domain. Things work perfectly for employees, but as soon as the requestor is a yahoo address (for example), they never get the autoreply email. Here is the relevant entry in our mail log. Can someone point me in the right direction? This is being relayed through exchange. Thanks in advance Brett Aug 13 09:14:48 hkrt sendmail[6761]: i7DEEm9w006761: from=nobody, size=1055, class=-60, nrcpts=1, msgid=, relay=nobody at localhost Aug 13 09:14:48 hkrt sendmail[6763]: i7DEEm7H006763: from=, size=1223, class=-60, nrcpts=1, msgid=, proto=ESMTP, daemon=MTA, relay=hkrt.hkusa.com [127.0.0.1] Aug 13 09:14:48 hkrt sendmail[6761]: i7DEEm9w006761: to=brett at thebarnharts.org, ctladdr=nobody (99/99), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=139055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i7DEEm7H006763 Message accepted for delivery) Aug 13 09:14:49 hkrt sendmail[6766]: i7DEEnFx006766: from=nobody, size=1055, class=-60, nrcpts=1, msgid=, relay=nobody at localhost Aug 13 09:14:49 hkrt sendmail[6768]: i7DEEn7H006768: from=, size=1223, class=-60, nrcpts=1, msgid=, proto=ESMTP, daemon=MTA, relay=hkrt.hkusa.com [127.0.0.1] Aug 13 09:14:49 hkrt sendmail[6766]: i7DEEnFx006766: to=brett at thebarnharts.org, ctladdr=nobody (99/99), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=139055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i7DEEn7H006768 Message accepted for delivery) Aug 13 09:15:48 hkrt sendmail[6765]: i7DEEm7H006763: to=, ctladdr= (99/99), delay=00:01:00, xdelay=00:01:00, mailer=esmtp, pri=139223, relay=mail20.webcontrolcenter.com. [216.119.106.18], dsn=4.0.0, stat=Deferred: Connection timed out with mail20.webcontrolcenter.com. Aug 13 09:15:49 hkrt sendmail[6770]: i7DEEn7H006768: to=, ctladdr= (99/99), delay=00:01:00, xdelay=00:01:00, mailer=esmtp, pri=139223, relay=mail20.webcontrolcenter.com. [216.119.106.18], dsn=4.0.0, stat=Deferred: Connection timed out with mail20.webcontrolcenter.com. From spanhus-rt at yahoo.com Fri Aug 13 10:23:22 2004 From: spanhus-rt at yahoo.com (Hermann Ronaldsson) Date: Fri, 13 Aug 2004 07:23:22 -0700 (PDT) Subject: [rt-users] AdminCCs in People section. Message-ID: <20040813142322.59938.qmail@web53202.mail.yahoo.com> Hello! When editing a ticket and selecting "People" I am not able to see the "Administrative CC:" as that is displayed as "None" under "Current Watchers". But when replying to a ticket I can see all the AdminCCs that are associated with the ticket under the "This message will be sent to..." line. Is this as designed or should you not be able to see the AdminCCs when selecting "People" from the left menu? /Hermann Ronaldsson From rainer at ultra-secure.de Fri Aug 13 10:57:18 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 13 Aug 2004 16:57:18 +0200 Subject: [rt-users] Can't email outside of our domain In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D86@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D86@EXCHANGE4> Message-ID: <1092409038.30438.1100.camel@linux-mobile.example.net> Am Fr, 2004-08-13 um 16.22 schrieb Brett Barnhart: > This isn't directly related to RT, but I am hoping that someone can help. > We've recently noticed that RT's emails are not making it to any email > addresses outside of our domain. Things work perfectly for employees, but as > soon as the requestor is a yahoo address (for example), they never get the > autoreply email. > > Here is the relevant entry in our mail log. Can someone point me in the > right direction? > > This is being relayed through exchange. > > Thanks in advance > Brett > > Aug 13 09:14:48 hkrt sendmail[6761]: i7DEEm9w006761: from=nobody, size=1055, > class=-60, nrcpts=1, msgid=, > relay=nobody at localhost > Aug 13 09:14:48 hkrt sendmail[6763]: i7DEEm7H006763: > from=, size=1223, class=-60, nrcpts=1, > msgid=, proto=ESMTP, > daemon=MTA, relay=hkrt.hkusa.com [127.0.0.1] > Aug 13 09:14:48 hkrt sendmail[6761]: i7DEEm9w006761: > to=brett at thebarnharts.org, ctladdr=nobody (99/99), delay=00:00:00, > xdelay=00:00:00, mailer=relay, pri=139055, relay=[127.0.0.1] [127.0.0.1], > dsn=2.0.0, stat=Sent (i7DEEm7H006763 Message accepted for delivery) > Aug 13 09:14:49 hkrt sendmail[6766]: i7DEEnFx006766: from=nobody, size=1055, > class=-60, nrcpts=1, msgid=, > relay=nobody at localhost > Aug 13 09:14:49 hkrt sendmail[6768]: i7DEEn7H006768: > from=, size=1223, class=-60, nrcpts=1, I'm really not any exchange- or sendmail-expert, but the domains "hkusa.com" and "hkrt.hkusa.com" are different. The former exists and has an MX-record, the later does not. Some mailservers (including my very own) reject mails where the sender has a clearly non-existing email-address (helo spam). Perhaps you should create a MX entry for hkrt.hkusa.com and point it to the same server as the MX for hkusa.com, using whatever techniques MSFT-exchange provides to sort-out the mails.... Whatever MX you configure for hkrt, it should ideally also provide the outgoing mail, as some servers reject mail that is not sent from the MX... Rainer From Robert.Grasso at cedrat.com Fri Aug 13 11:42:08 2004 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Fri, 13 Aug 2004 17:42:08 +0200 Subject: [rt-users] Spam control In-Reply-To: Message-ID: > > > I don't know your special situation, but from my own experience I can say > that challenge-response systems create even more spam for completely > unrelated users when their address has been used as the sender address in > spam. When I get this kind of backscatter spam, I usually block the > challenge sender. > Please consider using other facilities such as RBLs for spam reduction > first. > > Wouldn't it be much better, since you know who your customers are, to > whitelist them and return a mail rejection message in the SMTP dialog when > an unlisted sender tries to send mail to your RT mail address? That > approach only creates backscatter when the mail is getting in via an open > relay host, and it's that host's responsibility to fix it... I set up TMDA one year ago; 6 months before (nearly), I was discovering and installing RT V2. There was no tool allowing to cleanup or archive any kind of ticket (dead tickets, tickets from the past year ...). And on our business addresses, we use to receive hundreds of spams per day. RT V2 and its lacking of archiving tools led me to set up a rather harsh solution, in the same time that I was learning to deal with spam, generally. (BTW, RBLs are only one part of the solution against spam; could they be sufficient, everybody would be happy, and spam would not exist any more) As I can only spend a few time administering RT, it's only a few months ago that, browsing the mailing lists, I discovered contributed cleanup tools - I downloaded them and ... some day I will test them. Meanwhile, without spam, the database went beyond 1GB and is slowly growing ... just guess its size if it had been badly protected ... Maybe RT V3 integrates cleanup and archiving tools ? which could change my anti-spam policy. I will discover it ... soon, as soon as I read the doc ;-) Anyway, our customers base is still evolving, so I cannot state : "our allowed customers are in this whitelist, we will reject anybody else". Just think about new employees (with brand-new addresses) hired by an old customer. And as we are a small company, we cannot plan to setup a system such as a web portal were customers can manage an account, register allowed people which will be able to contact us. It's not possible - not soon, anyway. I understand what you say. I may change my anti-spam policy, but if I do, as spam is the problem that we know, it will be with great care - only with great care. Best regards Robert From checkpoint at ozbergs.com Fri Aug 13 13:11:59 2004 From: checkpoint at ozbergs.com (Stevo) Date: Fri, 13 Aug 2004 10:11:59 -0700 Subject: [rt-users] HELP! Serious Security Issues Needing Resolution! References: <08a701c480ea$cb06a750$0a02010a@renditionnetworks.com> Message-ID: <091d01c48158$a52fe0a0$0a02010a@renditionnetworks.com> Alright - so I'm not making any progress on this. Could the issue be how I have my permissions set? Below are my current global group rights. Any groups not noted have no rights. Any ideas?!! System Groups: Everyone: CommentOnTicket CreateTicket ReplyToTicket Roles: Requestor ModifyTicket ReplyToTicket SeeQueue ShowTemplate ShowTicket User defined groups SupportStaff (this is a group of everyone who has admin rights to the ticketing server) AdminQueue AdminUsers CommentOnTicket CreateTicket DeleteTicket ModifyACL ModifyQueueWatchers ModifyScrips ModifySelf ModifyTemplate ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowACL ShowScrips ShowTemplate ShowTicket ShowTicketComments SuperUser Watch WatchAsAdminCc ----- Original Message ----- From: Stevo To: rt-users at lists.bestpractical.com Sent: Thursday, August 12, 2004 9:05 PM Subject: [rt-users] HELP! Serious Security Issues Needing Resolution! Hi All, I just discovered a huge security hole in my RT implementation. I'm running v3.2.1 on Redhat with MySQL as a db. I have a couple of issues: 1) When a user logs into check their tickets (so the user is not an admin user), they are presented with NO open tickets (even though they have some open as a requestor) and in the CLOSED tickets view, they can see 6 tickets from another requestor that they should not be able to see at all! 2) As a regular user I can view ANY ticket by just inserting the ticket number in the URL. eg: http://tickets/SelfService/Display.html?id=515. This will show ticket #515. I tried this on a bunch of tickets and each time this limited access user could see EVERY ticket!! These are two MAJOR issues for me as you can imagine and I'd like to know where to look to attempt to get this resolved. As a history, I recently built a new RT server and moved the DB over and recompiled RT. Not sure if this has anything to do with it, but I thought I'd throw it out there. Thanks -Stevo _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From seph at directionless.org Fri Aug 13 14:59:01 2004 From: seph at directionless.org (seph) Date: Fri, 13 Aug 2004 14:59:01 -0400 Subject: [rt-users] Re: Can't email outside of our domain In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D86@EXCHANGE4> (Brett Barnhart's message of "Fri, 13 Aug 2004 09:22:18 -0500") References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D86@EXCHANGE4> Message-ID: > Here is the relevant entry in our mail log. Can someone point me in the > right direction? > > This is being relayed through exchange. since this is being relayed through exchange, you'll have to look at the exchange logs to see what's going on. However, I notice your rt seems to be sending mail as "nobody at hkrt.hkusa.com" hkrt.hkusa.com does not have an MX or A record I can see. This means several sites will bounce is as spam. seph From BrettB at hkusa.com Fri Aug 13 15:11:46 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Fri, 13 Aug 2004 14:11:46 -0500 Subject: [rt-users] RE: Can't email outside of our domain Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D8F@EXCHANGE4> Any idea why it is coming as nobody? I can't find that in any RT config files... > -----Original Message----- > From: seph [mailto:seph at directionless.org] > Sent: Friday, August 13, 2004 1:59 PM > To: Brett Barnhart > Cc: rt-users at lists.bestpractical.com > Subject: Re: Can't email outside of our domain > > > > Here is the relevant entry in our mail log. Can someone > point me in the > > right direction? > > > > This is being relayed through exchange. > > since this is being relayed through exchange, you'll have to look at > the exchange logs to see what's going on. > > However, I notice your rt seems to be sending mail as > "nobody at hkrt.hkusa.com" hkrt.hkusa.com does not have an MX or A record > I can see. This means several sites will bounce is as spam. > > seph > From rmreis at cpqd.com.br Fri Aug 13 16:02:19 2004 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 13 Aug 2004 17:02:19 -0300 Subject: [rt-users] Sending e-mail when ticket is created. Message-ID: <097013530AD6F24F8D21F7CABCB26A252D7F63@MAILSRV1.aquarius.cpqd.com.br> Hello There, I have to create a solution that sends a e-mail to everybody from a group, that has permitions to access a queue, when a ticket is created in this queue. The scrip is already created, but there is no option to my case. Somebody can help me? Thanks!!! Rodolfo Reis S?o Paulo, Brazil. From lambert at lambertfam.org Fri Aug 13 15:32:25 2004 From: lambert at lambertfam.org (Scott Lambert) Date: Fri, 13 Aug 2004 14:32:25 -0500 Subject: [rt-users] Spam control In-Reply-To: <411BE26E.8090404@cis.uab.edu> References: <411BE26E.8090404@cis.uab.edu> Message-ID: <20040813193225.GB1142@laptop.lambertfam.org> On Thu, Aug 12, 2004 at 04:34:38PM -0500, Fran Fabrizio wrote: > > This question might be more appropriate on another list, but I thought > I'd ask if anyone here has good spam solutions. I was thinking I could > maybe run the message through procmail, which could look at the headers > and toss out anything with an X-Spam-Flag set to Yes. I'm not at all > familiar with procmail so I am not sure how to do this or how to pass on > the clean ones through to the rt-mailgate script. Pointers or working > examples of the procmail approach or another would be greatly > appreciated! I'm going to start reading up on procmail, but it would be > good to know if I'm even barking up the right tree. We just started using RT here and have had to deal with the spam problem also. Here is what I have built for my Tech Support address, so far: ____BEGIN ~support/.procmailrc____ LOGFILE=procmail.log VERBOSE=on COMSAT=no # The Barracuda says the message is spam so don't put it in RT; but deliver # it to the Tech Support people just in case it is legit. :0 * ^X-Barracuda-Spam-Status: Yes ! support-int at example.com # SpamAssassin says the message is spam so don't put it in RT; but deliver # it to the Tech Support people just in case it is legit. :0 * ^X-Spam-Flag: YES ! support-int at example.com # Various cronjobs have historically had their output sent to the support # address. Route them around RT. :0 * ^From: .*root@(.+\.)?example\.com ! support-int at example.com # Keep bounce messages from creating infinite loops. :0 * ^FROM_MAILER ${DEFAULT} # Otherwise, send it to RT. :0w ! tech-support at rt.example.com ____END ~support/.procmailrc____ -- Scott Lambert KC5MLE Unix SysAdmin lambert at lambertfam.org From ely at txc.com Fri Aug 13 17:48:37 2004 From: ely at txc.com (Ely Zavin) Date: Fri, 13 Aug 2004 17:48:37 -0400 Subject: [rt-users] rt-mailgate with exim Message-ID: <01a701c4817f$4a4126f0$2e0011ac@elyw2k> Hi, I installed RT-3.2.1. Everything is working fine. Now I am trying to setup mailgate with exim. Can anybody point me to the right Howto document. Regards, Ely Zavin. -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Sat Aug 14 10:44:12 2004 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sat, 14 Aug 2004 16:44:12 +0200 Subject: [rt-users] Problem with ExtractCustomFieldValues-1.1b3 Message-ID: <20040814164309.550E.JOOPVANDEWEGE@mococo.nl> Just in case you still need this, it means that there are spaces to indent the makefile instead of real tabs. Replace the spaces on line 27 with a tab and also on the next line. -- Joop van de Wege From jon at fido.net Sat Aug 14 13:08:45 2004 From: jon at fido.net (Jon Morby) Date: Sat, 14 Aug 2004 18:08:45 +0100 Subject: [rt-users] Open Access FAQ lists Message-ID: <99F2D134-EE14-11D8-A4AA-000D93AD3F42@fido.net> Hi We've recently installed RT and I must say I'm quite impressed with it .... and am about ready to replace TrackSolve with it on our website. One thing I'm trying to do which I can't quite work out - is how to allow read only access to certain RTFM channels without the need for a manual login / etc Ideally we'd like our customers to be able to search the existing knowledge base without needing to have an account in the support system, and then only if they can't find an answer open a ticket ... whilst I don't expect them all to search first, it would be nice if it were there so they could / etc Just to complicate things, I don't want them to be able to see all the queues available under RT (as I can if I'm logged into rt3.fsck.com as guest/guest) Is this something that's currently possible, or is it likely to be a dev project ? I've tried playing with various permissions, but I can't get a test guest account to see anything more than the Self Service pages and no access to the RTFM articles so far :( Kindest Regards Jon Morby fax to email service - register at http://www.fido.net/fax2email/ and for all your telecom needs - http://www.fidotelecom.com/ -- FidoNet Registration Services Ltd tel: 08714 333 666 fido.net - the internet made simple! fax: 08714 334 000 From sc2 at gmx.at Sat Aug 14 16:52:42 2004 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sat, 14 Aug 2004 22:52:42 +0200 Subject: [rt-users] urgent question Message-ID: <000501c48240$a5126320$6bda6c50@b> hello when i send a mail to the rt3 tracker it follows this message in log. i search in FAQ but didnt found a resolv. i used this url format --url https://sub.domain.com:81/ maybe cause of https? or of port? i try it with ' ' too. or has it nothing to do with url? >stat=Deferred: prog mailer (/bin/sh) exited with >EX_TEMPFAIL thx From rt at evilphb.org Sat Aug 14 23:00:20 2004 From: rt at evilphb.org (Dan Foster) Date: Sun, 15 Aug 2004 03:00:20 +0000 Subject: [rt-users] Approach for RT spam handling? Message-ID: <20040815030020.GA24700@gblx.net> We use RT 3.2.1; looks sharp, and have been using RT since the 1.0 days. Our users (internal and external) uses email to open RT tickets, and appropriate personnel then works them via the web interface. Works out great since the organization is pretty well geographically dispersed. Since we deal with external customers, we get spam - usually due to trojans scanning their address books and so forth. Nothing new there. We run all inbound messages through a spam filter which is *extremely* effective (prior to delivery to RT), but will never be 100% perfect so some spam still slips through. So we need to be able to select multiple tickets at once (the spam stuff) and then mark them as being resolved (and preferrably, auto-adding a generic explanation, like 'spam; closing as resolved.') WITHOUT sending the usual resolved ticket reply to the spammer. Any ideas or thoughts on how this might be best implemented? Ideally, I'd like to be able to use the existing bulk ticket update facilities since it meshes in well with the existing RT interface. But how do I tell RT that the selected tickets (via bulk ticket update screen) is spam and how to handle their resolution? I was originally thinking of setting a custom field called 'MarkedSpam' with a value of 'IsSpam' if set... and then modifying the global scrip for On Resolve to check to see if this is enabled. If marked as spam, don't send a reply to the requestor. And also modify or add another scrip to set ticket(s) to resolved. But what puts an hole in that approach is there is no facility in the bulk ticket update screen to mark a message as being spam. The ultimate goal is to have an interface where the person working a RT queue just selects a bunch of tickets, clicks on something to mark as spam, and RT then closes these tickets without sending mail. That would really save a lot of time when dealing with high traffic queues. It would also offer us a way to skip tickets when doing the next bulk export and save significant space and processing time on the import. Also, I'm reluctant to customize the global scrips provided with RT because I fear they could be overwritten by future RT upgrades... yet, I don't see a good way for an add-on scrip to conditionally suppress or modify an existing global scrip's behavior in certain situations. If you were in my shoes, how would you approach a need to mark multiple tickets as spam and resolve them without mail sent to the requestor... thoughts? -Dan From shimi at shimi.net Sat Aug 14 23:21:21 2004 From: shimi at shimi.net (shimi) Date: Sun, 15 Aug 2004 06:21:21 +0300 Subject: [rt-users] Approach for RT spam handling? In-Reply-To: <20040815030020.GA24700@gblx.net> References: <20040815030020.GA24700@gblx.net> Message-ID: <1092540081.4045.7.camel@matrix> This could potentially help you: http://tmda.net/ Shimi On Sun, 2004-08-15 at 06:00, Dan Foster wrote: > We use RT 3.2.1; looks sharp, and have been using RT since the 1.0 days. > > Our users (internal and external) uses email to open RT tickets, and > appropriate personnel then works them via the web interface. Works out > great since the organization is pretty well geographically dispersed. > > Since we deal with external customers, we get spam - usually due to > trojans scanning their address books and so forth. Nothing new there. > > We run all inbound messages through a spam filter which is *extremely* > effective (prior to delivery to RT), but will never be 100% perfect so > some spam still slips through. > > So we need to be able to select multiple tickets at once (the spam > stuff) and then mark them as being resolved (and preferrably, > auto-adding a generic explanation, like 'spam; closing as resolved.') > WITHOUT sending the usual resolved ticket reply to the spammer. > > Any ideas or thoughts on how this might be best implemented? > > Ideally, I'd like to be able to use the existing bulk ticket update > facilities since it meshes in well with the existing RT interface. > > But how do I tell RT that the selected tickets (via bulk ticket update > screen) is spam and how to handle their resolution? > > I was originally thinking of setting a custom field called 'MarkedSpam' > with a value of 'IsSpam' if set... and then modifying the global scrip > for On Resolve to check to see if this is enabled. If marked as spam, > don't send a reply to the requestor. And also modify or add another > scrip to set ticket(s) to resolved. > > But what puts an hole in that approach is there is no facility in the > bulk ticket update screen to mark a message as being spam. > > The ultimate goal is to have an interface where the person working a RT > queue just selects a bunch of tickets, clicks on something to mark as > spam, and RT then closes these tickets without sending mail. That would > really save a lot of time when dealing with high traffic queues. > > It would also offer us a way to skip tickets when doing the next bulk > export and save significant space and processing time on the import. > > Also, I'm reluctant to customize the global scrips provided with RT > because I fear they could be overwritten by future RT upgrades... yet, I > don't see a good way for an add-on scrip to conditionally suppress or > modify an existing global scrip's behavior in certain situations. > > If you were in my shoes, how would you approach a need to mark multiple > tickets as spam and resolve them without mail sent to the requestor... > thoughts? > > -Dan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Never forget that: 1. "Sure UNIX is user-friendly! It's just picky about who its friends are!" 2. "The day that Microsoft make a product that doesn't suck, is the day they start making vacuum cleaners.." 3. "Windows is a 32bit port for a 16bit GUI for an 8bit OS made for a 4bit CPU by a 2bit company that can't stand 1bit of competition!" -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at tmtm.com Sun Aug 15 03:17:32 2004 From: rt at tmtm.com (Tony Bowden) Date: Sun, 15 Aug 2004 08:17:32 +0100 Subject: [rt-users] Approach for RT spam handling? In-Reply-To: <20040815030020.GA24700@gblx.net> References: <20040815030020.GA24700@gblx.net> Message-ID: <20040815071732.GA21646@soto.kasei.com> On Sun, Aug 15, 2004 at 03:00:20AM +0000, Dan Foster wrote: > So we need to be able to select multiple tickets at once (the spam > stuff) and then mark them as being resolved (and preferrably, > auto-adding a generic explanation, like 'spam; closing as resolved.') > WITHOUT sending the usual resolved ticket reply to the spammer. > Any ideas or thoughts on how this might be best implemented? I spent some time lookjing for a way to do this, and decided to do it via a bookmarklet instead. >From the 'new tickets' page I just middle-click (to open in a new tab) each obvous spam message, and then cycle through all those tabs just clicking on my bookmarklet. In our case we mark as 'rejected' rather than 'resolved' so that we get distinct reporting, but you can always tweak it to your own needs: javascript:void(document.location=document.location.href.replace(/Ticket\/\w+.html\?id=/,'Ticket/Modify.html?Status=rejected;id=')) I'm still open to better suggestions :) Tony From wash at wananchi.com Sun Aug 15 08:51:09 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Sun, 15 Aug 2004 15:51:09 +0300 Subject: [rt-users] urgent question In-Reply-To: <000501c48240$a5126320$6bda6c50@b> References: <000501c48240$a5126320$6bda6c50@b> Message-ID: <20040815125109.GC92246@ns2.wananchi.com> * sc2 at gmx.at [20040814 23:59]: wrote: > hello > when i send a mail to the rt3 tracker it follows this message > in log. i search in FAQ but didnt found a resolv. > i used this url format --url https://sub.domain.com:81/ > maybe cause of https? or of port? i try it with ' ' too. > or has it nothing to do with url? > > >stat=Deferred: prog mailer (/bin/sh) exited with >EX_TEMPFAIL I don't seem to understand your question well, but from what I get, could you please run rt-mailgate with debug and tell us what you get? /path/to/rt-mailgate -h will give you clues on how to test. 1. Running RT using SSL virtual hosts requires extra Perl Modules, Crypt::SSLeay or IO::Socket::SSL 2. I recently hit the EX_TEMPFAIL problem when I had some problem with the config within my RT virtual host. You should try to stick to what is in the README. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Sun Aug 15 08:58:52 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Sun, 15 Aug 2004 15:58:52 +0300 Subject: [rt-users] RE: Can't email outside of our domain In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D8F@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D8F@EXCHANGE4> Message-ID: <20040815125852.GE92246@ns2.wananchi.com> * Brett Barnhart [20040813 22:11]: wrote: > Any idea why it is coming as nobody? I can't find that in any RT config > files... > > > -----Original Message----- > > From: seph [mailto:seph at directionless.org] > > Sent: Friday, August 13, 2004 1:59 PM > > To: Brett Barnhart > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: Can't email outside of our domain > > > > > > > Here is the relevant entry in our mail log. Can someone > > point me in the > > > right direction? > > > > > > This is being relayed through exchange. > > > > since this is being relayed through exchange, you'll have to look at > > the exchange logs to see what's going on. > > > > However, I notice your rt seems to be sending mail as > > "nobody at hkrt.hkusa.com" hkrt.hkusa.com does not have an MX or A record > > I can see. This means several sites will bounce is as spam. Perhaps your web server runs as user nobody? grep ^User /path/to/httpd.conf If that is not it, then I don't know. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Sun Aug 15 08:59:53 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Sun, 15 Aug 2004 15:59:53 +0300 Subject: [rt-users] AdminCCs in People section. In-Reply-To: <20040813142322.59938.qmail@web53202.mail.yahoo.com> References: <20040813142322.59938.qmail@web53202.mail.yahoo.com> Message-ID: <20040815125953.GF92246@ns2.wananchi.com> * Hermann Ronaldsson [20040813 17:30]: wrote: > Hello! > > When editing a ticket and selecting "People" I am not > able to see the "Administrative CC:" as > that is displayed as "None" under "Current Watchers". > > But when replying to a ticket I can see all the > AdminCCs that are associated with the ticket > under the "This message will be sent to..." line. > > Is this as designed or should you not be able to see > the AdminCCs when selecting "People" from the left menu? AdminCC is a role. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From rpickering at proscan.com Sun Aug 15 10:14:55 2004 From: rpickering at proscan.com (Robert A.Pickering Jr.) Date: Sun, 15 Aug 2004 10:14:55 -0400 Subject: [rt-users] urgent question In-Reply-To: <000501c48240$a5126320$6bda6c50@b> References: <000501c48240$a5126320$6bda6c50@b> Message-ID: <7BB1D508-EEC5-11D8-A429-000D93361D84@proscan.com> I'm actually seeing a similar message. So, I'll help you walk through some of the same steps. First, what type of system are you running it on? I'm on Fedora Core 1. Secondly, make sure you have a link to the program in /etc/smrsh, otherwise your mailer may not execute the program. Finally, and you should probably check this first, run the rt-mailgate program at the command line. On my system, here is what happens: shell prompt> /usr/local/rt3/bin/rt-mailgate --url https://sub.domain.com:81/ FOO BAR BIZ ^D Basically, you're talking directly to the rt-mailgate program, and passing data that should be parsed into variables to build a ticket. You end the data entry with CNTL-D. If rt-mailgate comes back with: RT server error. The RT server which handled your email did not behave as expected. It said: %# BEGIN LICENSE BLOCK [...] Then you have the same issue I do. I believe there is some type of configuration problem with my Apache installation, however, RT works fine otherwise, so I haven't figured it out yet. However, at least if you try this, you know the problem isn't with your mail subsystem, and you can start looking in the right direction. Also, look closely for error messages coming back from RT. You're using SSL, so you have other Perl modules that have to be installed, however, rt-mailgate will complain if you don't have them. -Rob -- Robert A. Pickering Jr. ProScan Imaging Sr. Network & Security Engineer On Aug 14, 2004, at 4:52 PM, sc2 at gmx.at wrote: > hello > when i send a mail to the rt3 tracker it follows this message > in log. i search in FAQ but didnt found a resolv. > i used this url format --url https://sub.domain.com:81/ > maybe cause of https? or of port? i try it with ' ' too. > or has it nothing to do with url? > > >stat=Deferred: prog mailer (/bin/sh) exited with >EX_TEMPFAIL > > thx > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rpickering at proscan.com Sun Aug 15 10:40:20 2004 From: rpickering at proscan.com (Robert A.Pickering Jr.) Date: Sun, 15 Aug 2004 10:40:20 -0400 Subject: [rt-users] urgent question In-Reply-To: <7BB1D508-EEC5-11D8-A429-000D93361D84@proscan.com> References: <7BB1D508-EEC5-11D8-A429-000D93361D84@proscan.com> Message-ID: <082EEEC4-EEC9-11D8-A429-000D93361D84@proscan.com> I just solved my problem. It was my Apache configuration as suspected. My configuration didn't exactly match the one in the README. I was missing the Rewrite Rule for Apache2 and mod_perl2. Aligning my configuration with the README resulted in the fact that I can now create tickets via email. -Rob -- Robert A. Pickering Jr. ProScan Imaging Sr. Network & Security Engineer On Aug 15, 2004, at 10:14 AM, Robert A.Pickering Jr. wrote: > I'm actually seeing a similar message.? So, I'll help you walk through > some of the same steps. > First, what type of system are you running it on?? I'm on Fedora Core > 1. > Secondly, make sure you have a link to the program in /etc/smrsh, > otherwise your mailer may not execute the program. > > Finally, and you should probably check this first, run the rt-mailgate > program at the command line. > > On my system, here is what happens: > > shell prompt>? /usr/local/rt3/bin/rt-mailgate --url > https://sub.domain.com:81/ > FOO > BAR > BIZ > ^D > > Basically, you're talking directly to the rt-mailgate program, and > passing data that should be parsed into variables to build a ticket. > You end the data entry with CNTL-D. > > If rt-mailgate comes back with: > RT server error. > > The RT server which handled your email did not behave as expected. It > said: > > %# BEGIN LICENSE BLOCK > [...] > > Then you have the same issue I do.? I believe there is some type of > configuration problem with my Apache installation, however, RT works > fine otherwise, so I haven't figured it out yet.? However, at least if > you try this, you know the problem isn't with your mail subsystem, and > you can start looking in the right direction.? Also, look closely for > error messages coming back from RT.? You're using SSL, so you have > other Perl modules that have to be installed, however, rt-mailgate will > complain if you don't have them. > > -Rob > > -- > Robert A. Pickering Jr.???????????????????????????????????????????????? > ???????? ProScan Imaging > Sr. Network & Security Engineer > On Aug 14, 2004, at 4:52 PM, sc2 at gmx.at wrote: > > > hello > > when i send a mail to the rt3 tracker it follows this message > > in log. i search in FAQ but didnt found a resolv. > > i used this url format --url https://sub.domain.com:81/ > > maybe cause of https? or of port? i try it with ' ' too. > > or has it nothing to do with url? > > > > >stat=Deferred: prog mailer (/bin/sh) exited with >EX_TEMPFAIL > > > > thx > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From pmcgraw at aamc.org Sun Aug 15 20:07:17 2004 From: pmcgraw at aamc.org (Paula McGraw) Date: Sun, 15 Aug 2004 20:07:17 -0400 Subject: [rt-users] Approach for RT spam handling? Message-ID: I would keep it simple, no customization create spam queue, junk mail, phrase of your choice configure it to not run standard resolved response continue to use update all feature, just change queue and mark resolved in one sweep bonus - also allows you to passively keep a tally on number of spam submissions. >>> rt at tmtm.com 8/15/2004 3:17:32 AM >>> On Sun, Aug 15, 2004 at 03:00:20AM +0000, Dan Foster wrote: > So we need to be able to select multiple tickets at once (the spam > stuff) and then mark them as being resolved (and preferrably, > auto-adding a generic explanation, like 'spam; closing as resolved.') > WITHOUT sending the usual resolved ticket reply to the spammer. > Any ideas or thoughts on how this might be best implemented? From jesse at bestpractical.com Sun Aug 15 21:16:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Aug 2004 02:16:22 +0100 Subject: [rt-users] Restricting a Merge Message-ID: <20040816011555.11A8984C099@pallas.eruditorum.org> -----Original Message----- From: "Tony Bowden" Sent: 8/12/04 5:36:13 PM To: "Jesse Vincent" On Wed, Aug 11, 2004 at 05:17:15PM -0400, Jesse Vincent wrote: > Actually, it sounds like you'd want to overlay or Hook::LexWrap > RT::Ticket_Overlay.pm's > MergeInto subroutine. > Precondition/Validation scrips are something I'd love to do, but not > there yet. That's one BIG method to overlay. Yeah, it could definitely use a bunch of refactoring. I'll certainly look at a proposed factoring and give commentary Of course for extra bonus marks each check would be its own method so that people can override the behaviour in a much more fine grained manner. :) Yeah. That doesn't sound like a bad plan at all, though I start to wonder if there's a better pattern for all this. Jesse From iain at webcentre.unimelb.edu.au Mon Aug 16 02:20:02 2004 From: iain at webcentre.unimelb.edu.au (Iain Pople) Date: Mon, 16 Aug 2004 16:20:02 +1000 Subject: [rt-users] Create ticket based on value of Custom Field Message-ID: <41205212.90206@webcentre.unimelb.edu.au> I would like write a Scrip to create an Approval ticket if the value of a Custom Field is a certain value. My first attempt was as follows: Condition: User Defined Custom Condition: return undef unless ($self->TicketObj->FirstCustomFieldValue('change type') =~ /IA change/i); return 1; Action: Create Tickets then in the template: ===Create-Ticket: changereview Subject: Change review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->Id} Queue: toplevel migration Owner: ipople Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT However this creates an approval ticket every time a transaction occurs. Can someone point me in the right direction please? thanks, Iain. From pape-rt at inf.fu-berlin.de Mon Aug 16 03:32:56 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 16 Aug 2004 09:32:56 +0200 Subject: [rt-users] Problem with ExtractCustomFieldValues-1.1b3 In-Reply-To: <20040814164309.550E.JOOPVANDEWEGE@mococo.nl> References: <20040814164309.550E.JOOPVANDEWEGE@mococo.nl> Message-ID: <819A899C53908EFECA98ADC2@eremix> Hello, --Am Samstag, 14. August 2004 16:44 Uhr +0200 schrieb Joop van de Wege : > Just in case you still need this, it means that there are spaces to > indent the makefile instead of real tabs. > Replace the spaces on line 27 with a tab and also on the next line. I just fixed this in the Makefile of the archive. Dirk. From G.Eckerstorfer at liwest.at Mon Aug 16 03:25:20 2004 From: G.Eckerstorfer at liwest.at (Eckerstorfer Gerald) Date: Mon, 16 Aug 2004 09:25:20 +0200 Subject: [rt-users] Problem with ExtractCustomFieldValues-1.1b3 Message-ID: <1FF3AC8AF4D2474F95832C2414150DD84B0C34@lilzexch.atliwest.local> I have a problem with the RT Package ExtractCustomFieldValues-1.1b3. The installation worked fine. I set up the scrip, the cf and the template as it is described. But when I want to test with the examples it never works. The debug log always says (for example: scan X-Mailer into cf Mailer): Aug 16 09:09:24 request RT: Guessed encoding: ascii Aug 16 09:09:25 request RT: load cf mailer Aug 16 09:09:25 request RT: load cf done: 1 Found Object Aug 16 09:09:25 request RT: look for cf in Header X-Mailer Aug 16 09:09:25 request RT: matched value: The matched value is never shown and never extracted! I don't know0 how I should handle that? The same issue is with the body scan (example2) and the X-MI-Test (example1)! Can someone help me? Best regards, Gerald Eckerstorfer -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Joop van de Wege Gesendet: Samstag, 14. August 2004 16:44 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Problem with ExtractCustomFieldValues-1.1b3 Just in case you still need this, it means that there are spaces to indent the makefile instead of real tabs. Replace the spaces on line 27 with a tab and also on the next line. -- Joop van de Wege _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From hwagener at hamburg.fcb.com Mon Aug 16 04:07:56 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 16 Aug 2004 10:07:56 +0200 Subject: [rt-users] HELP! Serious Security Issues Needing Resolution! In-Reply-To: <091d01c48158$a52fe0a0$0a02010a@renditionnetworks.com> References: <08a701c480ea$cb06a750$0a02010a@renditionnetworks.com> <091d01c48158$a52fe0a0$0a02010a@renditionnetworks.com> Message-ID: <615C16EC-EF5B-11D8-9776-003065DC18B8@hamburg.fcb.com> Am 13.08.2004 um 19:11 schrieb Stevo: > Alright - so I'm not making any progress on this. Could the issue be > how I > have my permissions set? Below are my current global group rights. > Any > groups not noted have no rights. > > Any ideas?!! > > > System Groups: > Everyone: > CommentOnTicket > CreateTicket > ReplyToTicket This should only be "CreateTicket" > > Roles: > Requestor > ModifyTicket > ReplyToTicket > SeeQueue > ShowTemplate > ShowTicket This should only be "ReplyToTicket" and "ShowTicket" > > User defined groups > SupportStaff (this is a group of everyone who has admin rights to > the > ticketing server) > You had "SuperUser" in Your list. If they are SuperUser already, they don't need any further rights. You might want to limit the access to something more sane. Comment, ModifyTicket, OwnTicket, SeeQueue, ShowTicket, ShowTicketComments, Watch,WatchAsAdminCC should suffice for limited staff access if You want to keep Your colleagues from severely breaking RT. Regards, Harald -- Foote Cone & Belding FCB/Wilkens, An der Alster 42, D-20099 Hamburg Harald Wagener, Systemadministrator Mail: hwagener at hamburg.fcb.com Tel.: +49 40 2881 1252 Fax.: +49 40 2881 1217 From paulh at logicsquad.net Mon Aug 16 08:00:08 2004 From: paulh at logicsquad.net (Paul A. Hoadley) Date: Mon, 16 Aug 2004 21:30:08 +0930 Subject: [rt-users] Setting "Worked" field in a comment or reply via email Message-ID: <20040816120008.GG26453@grover.logicsquad.net> Hello, When I add a comment or reply via the web interface, I can set the "Worked: __ minutes" field. Is there a straightforward way to set this field via an email comment or reply? If not, how hard would it be to hack this in, and where would I start? -- Paul. w http://logicsquad.net/ h http://paul.hoadley.name/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From BrettB at hkusa.com Mon Aug 16 09:59:16 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Mon, 16 Aug 2004 08:59:16 -0500 Subject: [rt-users] Approach for RT spam handling? Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0D96@EXCHANGE4> We created a "Junk" queue. For spam, we mark as deleted and move to the Junk Queue. > -----Original Message----- > From: Tony Bowden [mailto:rt at tmtm.com] > Sent: Sunday, August 15, 2004 2:18 AM > To: Dan Foster > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Approach for RT spam handling? > > > On Sun, Aug 15, 2004 at 03:00:20AM +0000, Dan Foster wrote: > > So we need to be able to select multiple tickets at once (the spam > > stuff) and then mark them as being resolved (and preferrably, > > auto-adding a generic explanation, like 'spam; closing as > resolved.') > > WITHOUT sending the usual resolved ticket reply to the spammer. > > Any ideas or thoughts on how this might be best implemented? > > I spent some time lookjing for a way to do this, and decided to do it > via a bookmarklet instead. > > >From the 'new tickets' page I just middle-click (to open in > a new tab) > each obvous spam message, and then cycle through all those tabs just > clicking on my bookmarklet. > > In our case we mark as 'rejected' rather than 'resolved' so > that we get > distinct reporting, but you can always tweak it to your own needs: > > > javascript:void(document.location=document.location.href.repla > ce(/Ticket\/\w+.html\?id=/,'Ticket/Modify.html?Status=rejected;id=')) > > I'm still open to better suggestions :) > > Tony > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From dswan at ceh.ac.uk Mon Aug 16 09:39:57 2004 From: dswan at ceh.ac.uk (Dan Swan) Date: Mon, 16 Aug 2004 14:39:57 +0100 Subject: [rt-users] Altering display order on "RT at a glance" Message-ID: <4120B92D.5030108@ceh.ac.uk> Hi, I've just moved to RT3 from RT2. Apart from the "X" highest priority tickets display changing (I'm not sure 10 is a great initial default I have to say for highest priority tickets!) I'm getting results sorted in some numeric way ie: 1422 1504 1619 1664 229 260 etc... This used to list them in order of ticket creation. I had a look through the SiteConfig.pm to change this behaviour to what we are used to, but couldn't find how to. Any ideas? Or can I not see the wood for the trees? regards, Dan -- Dr Dan Swan - Bio-Linux Developer | RHCE EGTDC, CEH, Mansfield Road, Oxford, OX1 3SR Tel: 01865 281 658 Fax: 01865 281 696 http://envgen.nox.ac.uk/ | dswan at ceh.ac.uk From arno.mayrhofer at inet-logistics.com Mon Aug 16 10:43:56 2004 From: arno.mayrhofer at inet-logistics.com (Mayrhofer Arno ama80) Date: Mon, 16 Aug 2004 16:43:56 +0200 Subject: [rt-users] (no subject) Message-ID: Hi all, I'm currently installing RT on a W2K machine. It already runs fine on a FedoraCore2 but my company wants RT to run on W2K as we depend on an other company which gives us just W2K webservers :/ I could install about 80% of the modules but now there are a few left, and one of them is IPC-ShareLite. So the only way out (if there's another one, please tell me) is to compile it manually. The whole time the compiler was complaining about missing headerfiles, so I fed him with some from my FC2. But now he complains about the identifier __THROW (sys/ipc.h, sys/shm.h, sys/sem.h), some redefinitions in sys/ipc.h (lines: 33, 38) and a redefiniton of different basic types (mode_t in win32.h and sys/ipc.h) So is there any solution for installing IPC-ShareLite another way or which headerfiles do I have to use to install it manually? I'm using the Visual C++ Toolkit Commandline Compiler, would it be better to use a sort of gcc for win (if that exists)? Thanks in advance Kind Regards Arno Mayrhofer inet-logistics GmbH Holzriedstrasse 29 A - 6961 Wolfurt Telefon: 0043 / 5574 / 806 - 1501 Internet: www.inet-logistics.com E-Mail: mailto:arno.mayrhofer at inet-logistics.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From arno.mayrhofer at inet-logistics.com Mon Aug 16 10:44:31 2004 From: arno.mayrhofer at inet-logistics.com (Mayrhofer Arno ama80) Date: Mon, 16 Aug 2004 16:44:31 +0200 Subject: [rt-users] IPC-ShareLite (W2K) Message-ID: > Hi all, > > I'm currently installing RT on a W2K machine. It already runs fine on a > FedoraCore2 but my company wants RT to run on W2K as we depend on an other > company which gives us just W2K webservers :/ > > I could install about 80% of the modules but now there are a few left, and > one of them is IPC-ShareLite. > > So the only way out (if there's another one, please tell me) is to compile > it manually. The whole time the compiler was complaining about missing > headerfiles, so I fed him with some from my FC2. But now he complains > about the identifier __THROW (sys/ipc.h, sys/shm.h, sys/sem.h), some > redefinitions in sys/ipc.h (lines: 33, 38) and a redefiniton of different > basic types (mode_t in win32.h and sys/ipc.h) > > So is there any solution for installing IPC-ShareLite another way or which > headerfiles do I have to use to install it manually? > I'm using the Visual C++ Toolkit Commandline Compiler, would it be better > to use a sort of gcc for win (if that exists)? > > Thanks in advance > > Kind Regards > Arno Mayrhofer > inet-logistics GmbH > Holzriedstrasse 29 > A - 6961 Wolfurt > Telefon: 0043 / 5574 / 806 - 1501 > Internet: www.inet-logistics.com > E-Mail: mailto:arno.mayrhofer at inet-logistics.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From MHanley at cxtec.com Mon Aug 16 11:12:26 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Mon, 16 Aug 2004 11:12:26 -0400 Subject: [rt-users] Two questions about RT 3.2.1 Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F09436563@cxmail2> Hate to repost, but I've got two burning questions about RT 3.2.1: 1) Any search I do containing "Updated" returns zero results. Is anyone else experiencing this? As this is a fresh install and a vital feature, our ability to do reporting is shot. 2) Requestors names are being truncated. For example, "John Smith" becomes "John". I would like to hear if others are experiencing this, if it's a bug, a feature, etc. As neither of these were default behaviors before 3.2, I need to know whether I have to downgrade or take the time to customize my setup. Any help would be appreciated. Using Perl 5.8.4, Apache 2.0.50, and the latest fastcgi. Thanks. -matt Matthew Hanley mhanley at cxtec.com From smeed1 at mac.com Mon Aug 16 12:13:40 2004 From: smeed1 at mac.com (Damian Burke) Date: Mon, 16 Aug 2004 11:13:40 -0500 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: <20040816160006.60E5384C09A@pallas.eruditorum.org> References: <20040816160006.60E5384C09A@pallas.eruditorum.org> Message-ID: <3CE4F470-EF9F-11D8-ABD2-0003931D8074@mac.com> > > 1) Any search I do containing "Updated" returns zero results. Is > anyone > else experiencing this? As this is a fresh install and a vital > feature, our > ability to do reporting is shot. > > I see the same thing. I do a search based on Created and all is well, but when I do a search based on Updated, I get no results when I should. Damian RT 3.2.1 Perl 5.8.3 mod_perl 1.29 Apache 1.3.31 From jesse at bestpractical.com Mon Aug 16 12:37:59 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Aug 2004 12:37:59 -0400 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: <3CE4F470-EF9F-11D8-ABD2-0003931D8074@mac.com> References: <20040816160006.60E5384C09A@pallas.eruditorum.org> <3CE4F470-EF9F-11D8-ABD2-0003931D8074@mac.com> Message-ID: <20040816163759.GT27954@pallas.eruditorum.org> Try manually changing the field name from "Updated" to "LastUpdated"? On Mon, Aug 16, 2004 at 11:13:40AM -0500, Damian Burke wrote: > > > >1) Any search I do containing "Updated" returns zero results. Is > >anyone > >else experiencing this? As this is a fresh install and a vital > >feature, our > >ability to do reporting is shot. > > > > > > I see the same thing. I do a search based on Created and all > is well, but when I do a search based on Updated, I get no > results when I should. > > Damian > > RT 3.2.1 > Perl 5.8.3 > mod_perl 1.29 > Apache 1.3.31 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From smeed1 at mac.com Mon Aug 16 12:50:17 2004 From: smeed1 at mac.com (Damian Burke) Date: Mon, 16 Aug 2004 11:50:17 -0500 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: <20040816163759.GT27954@pallas.eruditorum.org> References: <20040816160006.60E5384C09A@pallas.eruditorum.org> <3CE4F470-EF9F-11D8-ABD2-0003931D8074@mac.com> <20040816163759.GT27954@pallas.eruditorum.org> Message-ID: <5A698AD8-EFA4-11D8-ABD2-0003931D8074@mac.com> On Aug 16, 2004, at 11:37 AM, Jesse Vincent wrote: > Try manually changing the field name from "Updated" to "LastUpdated"? > > The "Last Updated" option creates a query with "LastUpdated" and that works. The "Updated" option creates a query with "Updated" and that gives no results. Damian > > On Mon, Aug 16, 2004 at 11:13:40AM -0500, Damian Burke wrote: >>> >>> 1) Any search I do containing "Updated" returns zero results. Is >>> anyone >>> else experiencing this? As this is a fresh install and a vital >>> feature, our >>> ability to do reporting is shot. >>> >>> >> >> I see the same thing. I do a search based on Created and all >> is well, but when I do a search based on Updated, I get no >> results when I should. >> >> Damian >> >> RT 3.2.1 >> Perl 5.8.3 >> mod_perl 1.29 >> Apache 1.3.31 >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > -- From jesse at bestpractical.com Mon Aug 16 12:55:37 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Aug 2004 12:55:37 -0400 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: <5A698AD8-EFA4-11D8-ABD2-0003931D8074@mac.com> References: <20040816160006.60E5384C09A@pallas.eruditorum.org> <3CE4F470-EF9F-11D8-ABD2-0003931D8074@mac.com> <20040816163759.GT27954@pallas.eruditorum.org> <5A698AD8-EFA4-11D8-ABD2-0003931D8074@mac.com> Message-ID: <20040816165537.GU27954@pallas.eruditorum.org> Right then. Would you care to document all this in a report to rt-bugs at fsck.com? The likely fix is removing the bogus "Updated" option. On Mon, Aug 16, 2004 at 11:50:17AM -0500, Damian Burke wrote: > > On Aug 16, 2004, at 11:37 AM, Jesse Vincent wrote: > > >Try manually changing the field name from "Updated" to "LastUpdated"? > > > > > > The "Last Updated" option creates a query with "LastUpdated" and that > works. > The "Updated" option creates a query with "Updated" and that gives no > results. > > Damian > > > > >On Mon, Aug 16, 2004 at 11:13:40AM -0500, Damian Burke wrote: > >>> > >>>1) Any search I do containing "Updated" returns zero results. Is > >>>anyone > >>>else experiencing this? As this is a fresh install and a vital > >>>feature, our > >>>ability to do reporting is shot. > >>> > >>> > >> > >>I see the same thing. I do a search based on Created and all > >>is well, but when I do a search based on Updated, I get no > >>results when I should. > >> > >> Damian > >> > >>RT 3.2.1 > >>Perl 5.8.3 > >>mod_perl 1.29 > >>Apache 1.3.31 > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > >> > > > >-- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From dmd at speakeasy.org Mon Aug 16 13:10:57 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 16 Aug 2004 10:10:57 -0700 (PDT) Subject: [rt-users] finding largest Attachments Message-ID: Hey folks, Anyone have a query to run that shows tickets (Attachments) in physical size from largest to smallest? Thanks, Dave D +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From jesse at bestpractical.com Mon Aug 16 13:23:31 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 16 Aug 2004 13:23:31 -0400 Subject: [rt-users] finding largest Attachments In-Reply-To: References: Message-ID: <20040816172331.GV27954@pallas.eruditorum.org> On Mon, Aug 16, 2004 at 10:10:57AM -0700, Dave Dennis wrote: > Hey folks, > > Anyone have a query to run that shows tickets (Attachments) in physical > size from largest to smallest? mysql -e'select length(Content), id from Attachments' |sort -n > Thanks, > > Dave D > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From JChen at paymentone.com Mon Aug 16 13:35:19 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Mon, 16 Aug 2004 10:35:19 -0700 Subject: [rt-users] AutoReply with RT 3.0.11 w/ attachment Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8D5@CPMAL00.corpnet.p1.local> Hello all, I am wondering if anyone has any problem with RT's 1st reply to you that it has created a ticket and there is no need to reply. RT 3.0.11 works fine when sending email to RT with no attachment and you will get a reply back with your email subject and email content. But when you send an attachment email and forward it to RT, RT replies back with a ticket number and subject only. There is no content that comes with the "On Create Autoreply To Requestors with template Autoreply." When looking at the ticket that RT creates, everything is there, nothing missing. It's only missing from the Autoreply template feature of RT. Is this a bug? Using Perl 5.8.3. -Jonathan From wmorgenstern at coopoptical.com Mon Aug 16 13:31:30 2004 From: wmorgenstern at coopoptical.com (Werner Morgenstern) Date: Mon, 16 Aug 2004 13:31:30 -0400 Subject: [rt-users] rt-mailgate with exim In-Reply-To: <01a701c4817f$4a4126f0$2e0011ac@elyw2k> Message-ID: I did not have to do anything fancy. I only had to add the email aliases with mailgate into the /etc/aliases file, and it was working. Werner Morgenstern The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, 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 in error, please contact the sender and delete the material from any computer. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ely Zavin Sent: Friday, August 13, 2004 5:49 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] rt-mailgate with exim Hi, I installed RT-3.2.1. Everything is working fine. Now I am trying to setup mailgate with exim. Can anybody point me to the right Howto document. Regards, Ely Zavin. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmd at speakeasy.org Mon Aug 16 13:53:08 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 16 Aug 2004 10:53:08 -0700 (PDT) Subject: [rt-users] finding largest Attachments In-Reply-To: <20040816172331.GV27954@pallas.eruditorum.org> References: <20040816172331.GV27954@pallas.eruditorum.org> Message-ID: Jesse, Thanks, that makes sense, except the output from Attachments.id is that same as the number of a ticket that one might search on through RT? Kind regards, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Mon, 16 Aug 2004, Jesse Vincent wrote: > > > > On Mon, Aug 16, 2004 at 10:10:57AM -0700, Dave Dennis wrote: > > Hey folks, > > > > Anyone have a query to run that shows tickets (Attachments) in physical > > size from largest to smallest? > > mysql -e'select length(Content), id from Attachments' |sort -n > > > > Thanks, > > > > Dave D > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- > From steveg at lsli.com Mon Aug 16 13:34:51 2004 From: steveg at lsli.com (Steve Greenland) Date: Mon, 16 Aug 2004 12:34:51 -0500 Subject: [rt-users] Approach for RT spam handling? In-Reply-To: <20040815030020.GA24700@gblx.net> References: <20040815030020.GA24700@gblx.net> Message-ID: <20040816173451.GA18628@lsli.com> On Sun, Aug 15, 2004 at 03:00:20AM +0000, Dan Foster wrote: > So we need to be able to select multiple tickets at once (the spam > stuff) and then mark them as being resolved (and preferrably, > auto-adding a generic explanation, like 'spam; closing as resolved.') > WITHOUT sending the usual resolved ticket reply to the spammer. 1. Do a search that gets the spam tickets (and possibly others), then click on the "Update all these tickets at once" link. 2. If your search has non-spam tickets, un-mark those. 3. Change the status to "deleted". Steve -- "Outlook not so good." That magic 8-ball knows everything! I'll ask about Exchange Server next. -- (Stolen from the net) From dmd at speakeasy.org Mon Aug 16 14:09:17 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 16 Aug 2004 11:09:17 -0700 (PDT) Subject: [rt-users] finding largest Attachments In-Reply-To: References: <20040816172331.GV27954@pallas.eruditorum.org> Message-ID: Sorry to bother you all, what I guess is happening is the database is using "TransactionID" and I'm flailing about trying to connect that back to a ticket number. Whats needed is a good way to identify jesse's output back to ticket number. The wiki shows generic examples, but specific would be useful. will keep trying / post something if I figure it out on my own. Thanks again. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Mon, 16 Aug 2004, Dave Dennis wrote: > Jesse, > > Thanks, that makes sense, except the output from Attachments.id > is that same as the number of a ticket that one might search on > through RT? > > > Kind regards, > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Mon, 16 Aug 2004, Jesse Vincent wrote: > > > > > > > > > On Mon, Aug 16, 2004 at 10:10:57AM -0700, Dave Dennis wrote: > > > Hey folks, > > > > > > Anyone have a query to run that shows tickets (Attachments) in physical > > > size from largest to smallest? > > > > mysql -e'select length(Content), id from Attachments' |sort -n > > > > > > > Thanks, > > > > > > Dave D > > > > > > +------------------------- > > > + Dave Dennis > > > + Seattle, WA > > > + dmd at speakeasy.org > > > + http://www.dmdennis.com > > > +------------------------- > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > > > -- > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From sturner at MIT.EDU Mon Aug 16 14:29:51 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 16 Aug 2004 14:29:51 -0400 Subject: [rt-users] finding largest Attachments In-Reply-To: References: <20040816172331.GV27954@pallas.eruditorum.org> <20040816172331.GV27954@pallas.eruditorum.org> Message-ID: <5.2.1.1.2.20040816142509.01f5b5a8@po14.mit.edu> I think you need to join with the Transactions table: select length(A.Content), A.id, T.Ticket from Attachments A, Transactions T where A.TransactionId = T.id order by 1 Steve At Monday 8/16/2004 01:53 PM, Dave Dennis wrote: >Jesse, > >Thanks, that makes sense, except the output from Attachments.id >is that same as the number of a ticket that one might search on >through RT? > > >Kind regards, > >+------------------------- >+ Dave Dennis >+ Seattle, WA >+ dmd at speakeasy.org >+ http://www.dmdennis.com >+------------------------- From ray.walters at kiffanalytical.com Mon Aug 16 14:37:00 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Mon, 16 Aug 2004 11:37:00 -0700 Subject: [rt-users] finding largest Attachments In-Reply-To: References: <20040816172331.GV27954@pallas.eruditorum.org> Message-ID: <4120FECC.9010506@kiffanalytical.com> Try this : mysql -e'select length(a.Content), t.ticket from Attachments as a join Transactions as t on a.transactionid=t.id' |sort -n Dave Dennis wrote: > Sorry to bother you all, what I guess is happening is > the database is using "TransactionID" and I'm flailing about > trying to connect that back to a ticket number. > > Whats needed is a good way to identify jesse's output back to > ticket number. The wiki shows generic examples, but specific > would be useful. > > will keep trying / post something if I figure it out on my own. > > Thanks again. > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Mon, 16 Aug 2004, Dave Dennis wrote: > > >>Jesse, >> >>Thanks, that makes sense, except the output from Attachments.id >>is that same as the number of a ticket that one might search on >>through RT? >> >> >>Kind regards, >> >>+------------------------- >>+ Dave Dennis >>+ Seattle, WA >>+ dmd at speakeasy.org >>+ http://www.dmdennis.com >>+------------------------- >> >>On Mon, 16 Aug 2004, Jesse Vincent wrote: >> >> >>> >>> >>>On Mon, Aug 16, 2004 at 10:10:57AM -0700, Dave Dennis wrote: >>> >>>>Hey folks, >>>> >>>>Anyone have a query to run that shows tickets (Attachments) in physical >>>>size from largest to smallest? >>> >>>mysql -e'select length(Content), id from Attachments' |sort -n >>> >>> >>> >>>>Thanks, >>>> >>>>Dave D >>>> >>>>+------------------------- >>>>+ Dave Dennis >>>>+ Seattle, WA >>>>+ dmd at speakeasy.org >>>>+ http://www.dmdennis.com >>>>+------------------------- >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >>>> >>> >>>-- >>> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From MHanley at cxtec.com Mon Aug 16 15:35:15 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Mon, 16 Aug 2004 15:35:15 -0400 Subject: [rt-users] Two questions about RT 3.2.1 Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F09436567@cxmail2> > Right then. Would you care to document all this in a report > to rt-bugs at fsck.com? The likely fix is removing the bogus "Updated" > option. I don't think the "Updated" option is bogus - consider the following: If I want to know what tickets were worked on last week, and I can only use "Last Updated", I would do a query of "LastUpdated < Aug 16" AND "LastUpdated > Aug 9". However, if someone also updated one of those tickets today, it would not show up in the previous query's list. -matt From dmd at speakeasy.org Mon Aug 16 15:35:41 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 16 Aug 2004 12:35:41 -0700 (PDT) Subject: [rt-users] finding largest Attachments In-Reply-To: <5.2.1.1.2.20040816142509.01f5b5a8@po14.mit.edu> References: <20040816172331.GV27954@pallas.eruditorum.org> <20040816172331.GV27954@pallas.eruditorum.org> <5.2.1.1.2.20040816142509.01f5b5a8@po14.mit.edu> Message-ID: Absolutely wonderful! This is what I had needed. Now I have a list of offending large ticket(s), and their corresponding Transaction.id . What is my next step towards cleanup -- has anybody written/updated a script that takes ticket ID as input and follows the wiki procedure for removing everything from every required table? Thanks folks, big help!! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Mon, 16 Aug 2004, Stephen Turner wrote: > I think you need to join with the Transactions table: > > select length(A.Content), A.id, T.Ticket from Attachments A, Transactions T > where A.TransactionId = T.id order by 1 > > Steve > > At Monday 8/16/2004 01:53 PM, Dave Dennis wrote: > >Jesse, > > > >Thanks, that makes sense, except the output from Attachments.id > >is that same as the number of a ticket that one might search on > >through RT? > > > > > >Kind regards, > > > >+------------------------- > >+ Dave Dennis > >+ Seattle, WA > >+ dmd at speakeasy.org > >+ http://www.dmdennis.com > >+------------------------- > > From JChen at paymentone.com Mon Aug 16 16:03:31 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Mon, 16 Aug 2004 13:03:31 -0700 Subject: [rt-users] AutoReply with RT 3.0.11 w/ attachment Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8D6@CPMAL00.corpnet.p1.local> Not sure if the information below will help. It sure does not help me determine the difference between an email with or without attachment. [Mon Aug 16 16:24:42 2004] [debug]: limiting to 50 rows (/opt/rt3/lib/RT/Interface/Web.pm:640) [Mon Aug 16 16:33:24 2004] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - (/opt/rt3/lib/RT/I18N.pm:200) [Mon Aug 16 16:33:24 2004] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:357) [Mon Aug 16 16:33:24 2004] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:357) [Mon Aug 16 16:33:24 2004] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:357) [Mon Aug 16 16:33:24 2004] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:357) [Mon Aug 16 16:33:24 2004] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:357) [Mon Aug 16 16:33:24 2004] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:357) [Mon Aug 16 16:33:25 2004] [info]: #312/2454 - Scrip 2 (/opt/rt3/lib/RT/Action /SendEmail.pm:92) [Mon Aug 16 16:33:25 2004] [info]: sent To: blah at abc.com Cc: B cc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) [Mon Aug 16 16:33:26 2004] [info]: #312/2454 - Scrip 3 (/opt/rt3/lib/RT/Action /SendEmail.pm:92) [Mon Aug 16 16:33:27 2004] [info]: sent To: Cc: Bcc: blah2 at abc.com (/opt/rt3/lib/RT/Action/SendEmail.pm:302) [Mon Aug 16 16:33:28 2004] [info]: #312/2454 - Scrip 18 Notify Ownership (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Mon Aug 16 16:33:29 2004] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) [Mon Aug 16 16:33:29 2004] [info]: Ticket 312 created in queue 'ABC' by abc (/opt/rt3/lib/RT/Ticket_Overlay.pm:640) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Chen Sent: Monday, August 16, 2004 10:35 AM To: RT-Users Subject: [rt-users] AutoReply with RT 3.0.11 w/ attachment Hello all, I am wondering if anyone has any problem with RT's 1st reply to you that it has created a ticket and there is no need to reply. RT 3.0.11 works fine when sending email to RT with no attachment and you will get a reply back with your email subject and email content. But when you send an attachment email and forward it to RT, RT replies back with a ticket number and subject only. There is no content that comes with the "On Create Autoreply To Requestors with template Autoreply." When looking at the ticket that RT creates, everything is there, nothing missing. It's only missing from the Autoreply template feature of RT. Is this a bug? Using Perl 5.8.3. -Jonathan -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From alexb at WPI.EDU Mon Aug 16 16:52:03 2004 From: alexb at WPI.EDU (Brelsfoard, Alex) Date: Mon, 16 Aug 2004 16:52:03 -0400 Subject: [rt-users] Getting email to create a ticket Message-ID: <0FDFC33E89EC734387E0359C1662EFB50B883C56@mail.admin.wpi.edu> Hello all, OK, here's the basics of what I am trying to do: when you send e message to the account 'rtgate' it will automatically create an rt ticket. Current our servers are running RH9, with RT 3.0.8. I have spoken with our sysadmins and the way they want me to do this is to have all mail going to rtgate be forwarded to a procmail command sending the message to rt-mailgate. So here's what I've got so far. The .forward file contains: "|exec /usr/local/bin/procmail" The .procmailrc file contains: " SHELL=/bin/sh MAILDIR=${HOME} LOGFILE=${MAILDIR}/procmail.log LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes RT_MAILGATE="/usr/local/bin/rt-mailgate" RT_URL="http://utility4.wpi.edu:8080/" LOGABSTRACT=all |/usr/bin/perl $RT_MAILGATE --queue 5 --action correspond --url $RT_URL " Right now when I email rtgate nothing happens. Part of the problem is that I do not fully understand 2 major portions of these actions: 1) How the email is parsed into a ticket? 2) how to name the queue I want it to be sent to. Is it the id#? The full name of the queue? Or am I way off base here? Any advice would be VERY helpful. Thank you. --Alex Alex Brelsfoard Web Applications Developer Web Development Office Worcester Polytechnic Institute 508-831-6147 alexb at wpi.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: From carl at xena.IPAustralia.gov.au Mon Aug 16 19:47:01 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Tue, 17 Aug 2004 09:47:01 +1000 Subject: [rt-users] LDAP solution that works In-Reply-To: References: Message-ID: <41214775.6040205@xena.ipaustralia.gov.au> Hi Robert, Sorry for taking so long to reply. Robert Paskowitz wrote: >take off because of some complexities. Our users are stored in all levels of the tree, so a fairly bruteforce recursive check is needed, which is time consuming, wasteful, and doesn't always seem to work. Some of our > How about bringing up another LDAP server with a more standard schema and populating it from the first at regular intervals. Our primary LDAP server is actually populated from several different sources, some of them other LDAP servers with weird schemas (The PABX management server for instance) and NT/Active Directory groups. You could also then get rid of the IMAP authentication as well. Carl. From hk at kapper.net Mon Aug 16 20:49:24 2004 From: hk at kapper.net (Harald Kapper) Date: Tue, 17 Aug 2004 02:49:24 +0200 Subject: [rt-users] how to remove the href to best practical? Message-ID: hi I'm perfectly happy with leaving the reference to the developers, but I'd like to remove the a-href-tag that is always sitting pretty near the "submit" button - and as I just clicked it again (and missed submit only by a few pixels) and had to re-write the whole reply again, I'd simply ask for a way to "disarm" links on the update or create pages. thx in advance harald kapper From smuller at netcommplete.com.au Tue Aug 17 01:08:52 2004 From: smuller at netcommplete.com.au (Scott Muller) Date: Tue, 17 Aug 2004 15:08:52 +1000 Subject: [rt-users] how to remove the href to best practical? In-Reply-To: Message-ID: <000101c48418$4d3b4cf0$7164a8c0@netcommplete.lan> > > hi > I'm perfectly happy with leaving the reference to the > developers, but I'd like > to remove the a-href-tag that is always sitting pretty near > the "submit" button > - and as I just clicked it again (and missed submit only by a > few pixels) and > had to re-write the whole reply again, I'd simply ask for a > way to "disarm" > links on the update or create pages. > Harald, I think you will find the code for this in /Elements/Footer. You should be able to remove the HREF stuff and just leave in the Best Practical Text. Sorry I don't have access to the code at the moment, but I'm fairly (!) sure that's correct. -- Scott Muller From felix at rock-tnsc.com Tue Aug 17 03:45:13 2004 From: felix at rock-tnsc.com (felix) Date: Tue, 17 Aug 2004 15:45:13 +0800 Subject: [rt-users] rt: Server error: Not Found (404) Message-ID: <4121B789.3080205@rock-tnsc.com> Hi everybody, I am using rt-3.2.1, and want to use rt bin collecting some informations. When I trying to run /opt/rt3/bin/rt ls "Status='new'", and enter the password (I didn't exactly know what's the meaning of that, so I entered the mysql rt_user's password. It seems inessential with the errors below because whatever password I entered, it returned the same error message.) , Then the error mesage like my subject appeared: rt: Server error: Not Found (404). I asked GOOGLE: How about this error, and GOOGLE directed me to the http://marc.free.net.ph/message/20030814.061556.49965aa2.html. But the ticket problem is version 3.0.4 and my rt is 3.2.1, I think the bug must be fixed yet. Or would I modify some configurations in the RT_SiteConfig.pm? I have no idea. Anyone can give me some suggistions? Regard, Felix From wash at wananchi.com Tue Aug 17 04:00:17 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 17 Aug 2004 11:00:17 +0300 Subject: [rt-users] rt: Server error: Not Found (404) In-Reply-To: <4121B789.3080205@rock-tnsc.com> References: <4121B789.3080205@rock-tnsc.com> Message-ID: <20040817080017.GE82793@ns2.wananchi.com> * felix [20040817 10:53]: wrote: > Hi everybody, > I am using rt-3.2.1, and want to use rt bin collecting some > informations. > When I trying to run /opt/rt3/bin/rt ls "Status='new'", and enter the > password (I didn't exactly know what's the meaning of that, so I entered > the mysql rt_user's password. It seems inessential with the errors below > because whatever password I entered, it returned the same error > message.) , Then the error mesage like my subject appeared: rt: Server > error: Not Found (404). > I asked GOOGLE: How about this error, and GOOGLE directed me to the > http://marc.free.net.ph/message/20030814.061556.49965aa2.html. But the > ticket problem is version 3.0.4 and my rt is 3.2.1, I think the bug must > be fixed yet. > Or would I modify some configurations in the RT_SiteConfig.pm? > I have no idea. Anyone can give me some suggistions? /opt/rt3/bin/rt --help cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From hwagener at hamburg.fcb.com Tue Aug 17 04:03:16 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 17 Aug 2004 10:03:16 +0200 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: Hello Arno, if You want to run RT on Windows, You should follow the instructions on http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide Regards, Harald From wash at wananchi.com Tue Aug 17 04:13:43 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 17 Aug 2004 11:13:43 +0300 Subject: [rt-users] Getting email to create a ticket In-Reply-To: <0FDFC33E89EC734387E0359C1662EFB50B883C56@mail.admin.wpi.edu> References: <0FDFC33E89EC734387E0359C1662EFB50B883C56@mail.admin.wpi.edu> Message-ID: <20040817081343.GF82793@ns2.wananchi.com> * Brelsfoard, Alex [20040817 01:07]: wrote: > Hello all, > > OK, here's the basics of what I am trying to do: when you send e message to > the account 'rtgate' it will automatically create an rt ticket. > Current our servers are running RH9, with RT 3.0.8. > I have spoken with our sysadmins and the way they want me to do this is to > have all mail going to rtgate be forwarded to a procmail command sending the > message to rt-mailgate. So here's what I've got so far. The .forward file > contains: > "|exec /usr/local/bin/procmail" > The .procmailrc file contains: > " > SHELL=/bin/sh > MAILDIR=${HOME} > LOGFILE=${MAILDIR}/procmail.log > LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " > VERBOSE=yes > RT_MAILGATE="/usr/local/bin/rt-mailgate" > RT_URL="http://utility4.wpi.edu:8080/" > LOGABSTRACT=all > |/usr/bin/perl $RT_MAILGATE --queue 5 --action correspond --url $RT_URL > " > > Right now when I email rtgate nothing happens. Part of the problem is that I > do not fully understand 2 major portions of these actions: > 1) How the email is parsed into a ticket? That requires that you read RT documentation. Noone will explain that here again, I am sure ;) > 2) how to name the queue I want it to be sent to. Is it the id#? The full > name of the queue? Or am I way off base here? The simple queue name. So your .procmailrc is the one with mistake. You must tell procmail about where the rule begins. Something like this will do: SHELL=/bin/sh MAILDIR=${HOME} LOGFILE=${MAILDIR}/procmail.log LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes LOGABSTRACT=all RT_MAILGATE="/usr/local/bin/rt-mailgate" RT_URL="http://utility4.wpi.edu:8080/" :0 * ! ^FROM_DAEMON * ! ^FROM_MAILER |$RT_MAILGATE --queue QUEUE_NAME --action correspond --url $RT_URL Note: 1. I believe $RT_MAILGATE is mode 755 and your system knows the location of the perl binary so there is really no need of invoking perl explicitly. 2. If you have several queues, then all this becomes a whole new ball game. If you search RT archives for "procmail", you will find several examples. Plus, you should read the RT Wiki - there are guidelines on how to use RT with procmail. here is the one referenced from the Wiki: http://www.geert.triple-it.nl/rt_procmail.html cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From wash at wananchi.com Tue Aug 17 04:38:43 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 17 Aug 2004 11:38:43 +0300 Subject: [rt-users] Notify Requestor on Resolve - advise... Message-ID: <20040817083843.GG82793@ns2.wananchi.com> I have rt-3.2.1+apache_1.3.31+mod_perl1+MySQL-3.23.58 I have the required Scrip: On Resolve Notify Requestors with template Resolved The problem I seem to be having is related to the above scrip action. When I click on "Resolve", I expect that RT would display the e-mail address of the Requestor as one of the those it will send an e-mail to: What I see (at the bottom of the Ticket display) when I click Resolve: This message will be sent to... (Check boxes to disable notifications to the listed recipients) AdminCC Comment On Comment Notify AdminCcs as Comment with template Correspondence * To: "AdminCc of wananchi.com Ticket #32344":; * Bcc: XXXYYY at wananchi.com Messages about this ticket will not be sent to... (Check boxes to enable notifications to the listed recipients) Now, there is no mention of the Requestor's address there. To me, it means that NO MAIL will be sent to requestor, yes? That is not in agreement with my Scrip, yes? I am lost as to what the problem is in this case. Help appreciated! -wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From say_ten at multiplay.co.uk Tue Aug 17 06:22:53 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Tue, 17 Aug 2004 11:22:53 +0100 Subject: [rt-users] link to most recent query? In-Reply-To: <1291DBCD-E59A-11D8-A82B-000393030F62@openharbor.com> References: <200408031616.i73GGKNT017062@shark.cc.uic.edu> <1291DBCD-E59A-11D8-A82B-000393030F62@openharbor.com> Message-ID: <4121DC7D.6060101@multiplay.co.uk> Yeah, I just setup 3.2.1. They've moved the feature to a "Show Results" button but from what I can tell $session{'Query'} is not getting set properly. So clicking this button returns you to the search page but with the query lost. Guy B. Purcell wrote: > > On Aug 3, 2004, at 09:16, Bob Goldstein wrote: > >> I have RT 3.2.0. Either I click Home->Queuename (under Quick Search) >> or I click Tickets and do a query, or maybe I bookmarked >> a query and run it. In any case, I get a list of tickets just fine. >> And I want to deal with multiple tickets in this list, one at a time. >> >> I click on one of the tickets, get the details, and deal with >> it (correspond, resolve, whatever.) At this point I'd like >> a single click to re-do the most recent query that gave me >> the above list, so that I can continue working down the list. > > > At least in 3.0.3, a simple click again on the Tickets link in the > left-hand/navigation area re-performs the previous search. > > -Guy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- With regards, Say_Ten ================================================ This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137 or return the E.mail to postmaster at multiplay.co.uk. From rpaskowitz at michener.ca Tue Aug 17 08:39:55 2004 From: rpaskowitz at michener.ca (Robert Paskowitz) Date: Tue, 17 Aug 2004 08:39:55 -0400 Subject: [rt-users] LDAP solution that works Message-ID: The need for a second LDAP server just doesn't exist within the building. We actually do have multiple LDAP servers running, but each is a mirror, as they are all brought up by eDirectory on NetWare machines. I managed to implement the IMAP authentication, and it was dirt simple. I used the existing code for the LDAP authentication, and just popped in a few IMAP lines. Bringing up a second LDAP server would simplify the authentication, (no recursive seraching for the context), which is already perfected (as much as can be) for our other uses. Unfortunatly even if we implemented the second LDAP server, we would still need the IMAP service up to authenticate fully external entities that cannot authenticate against eDirectory. I plan to clean up my code a bit, and post the IMAP authentication, hopefully some other people may find it useful. Robert >>> Carl Makin 08/16/04 19:48 PM >>> Hi Robert, Sorry for taking so long to reply. Robert Paskowitz wrote: >take off because of some complexities. Our users are stored in all levels of the tree, so a fairly bruteforce recursive check is needed, which is time consuming, wasteful, and doesn't always seem to work. Some of our > How about bringing up another LDAP server with a more standard schema and populating it from the first at regular intervals. Our primary LDAP server is actually populated from several different sources, some of them other LDAP servers with weird schemas (The PABX management server for instance) and NT/Active Directory groups. You could also then get rid of the IMAP authentication as well. Carl. From alexb at WPI.EDU Tue Aug 17 08:46:36 2004 From: alexb at WPI.EDU (Brelsfoard, Alex) Date: Tue, 17 Aug 2004 08:46:36 -0400 Subject: [rt-users] Getting email to create a ticket Message-ID: <0FDFC33E89EC734387E0359C1662EFB50B0A244C@mail.admin.wpi.edu> Thank you very much. This looks like it will be very helpfull. I will let you know how my progress goes. --Alex ________________________________ From: Odhiambo Washington [mailto:wash at wananchi.com] Sent: Tue 8/17/2004 4:13 AM To: Brelsfoard, Alex Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Getting email to create a ticket * Brelsfoard, Alex [20040817 01:07]: wrote: > Hello all, > > OK, here's the basics of what I am trying to do: when you send e message to > the account 'rtgate' it will automatically create an rt ticket. > Current our servers are running RH9, with RT 3.0.8. > I have spoken with our sysadmins and the way they want me to do this is to > have all mail going to rtgate be forwarded to a procmail command sending the > message to rt-mailgate. So here's what I've got so far. The .forward file > contains: > "|exec /usr/local/bin/procmail" > The .procmailrc file contains: > " > SHELL=/bin/sh > MAILDIR=${HOME} > LOGFILE=${MAILDIR}/procmail.log > LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " > VERBOSE=yes > RT_MAILGATE="/usr/local/bin/rt-mailgate" > RT_URL="http://utility4.wpi.edu:8080/" > LOGABSTRACT=all > |/usr/bin/perl $RT_MAILGATE --queue 5 --action correspond --url $RT_URL > " > > Right now when I email rtgate nothing happens. Part of the problem is that I > do not fully understand 2 major portions of these actions: > 1) How the email is parsed into a ticket? That requires that you read RT documentation. Noone will explain that here again, I am sure ;) > 2) how to name the queue I want it to be sent to. Is it the id#? The full > name of the queue? Or am I way off base here? The simple queue name. So your .procmailrc is the one with mistake. You must tell procmail about where the rule begins. Something like this will do: SHELL=/bin/sh MAILDIR=${HOME} LOGFILE=${MAILDIR}/procmail.log LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes LOGABSTRACT=all RT_MAILGATE="/usr/local/bin/rt-mailgate" RT_URL="http://utility4.wpi.edu:8080/" :0 * ! ^FROM_DAEMON * ! ^FROM_MAILER |$RT_MAILGATE --queue QUEUE_NAME --action correspond --url $RT_URL Note: 1. I believe $RT_MAILGATE is mode 755 and your system knows the location of the perl binary so there is really no need of invoking perl explicitly. 2. If you have several queues, then all this becomes a whole new ball game. If you search RT archives for "procmail", you will find several examples. Plus, you should read the RT Wiki - there are guidelines on how to use RT with procmail. here is the one referenced from the Wiki: http://www.geert.triple-it.nl/rt_procmail.html cheers - wash +----------------------------------+----------------------------------------- + Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------ + "Oh My God! They killed init! You Bastards!" --from a /. post From jesse at bestpractical.com Tue Aug 17 10:01:01 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Aug 2004 15:01:01 +0100 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: <75D8EB7E7DB9D311B2A700A0C9EC544F0943656E@cxmail2> References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943656E@cxmail2> Message-ID: On Aug 17, 2004, at 1:19 PM, Matt Hanley wrote: >>> I don't think the "Updated" option is bogus >> >> sure, but that's not a feature RT has...want to submit a patch? > > ??? Now you've got me confused - the Updated search criteria worked > great in > previous versions, or at least I thought it did. Am I wrong? I don't recall ever having written that functionality. I can see vaguely how it could be done. I think the only other person who'd have implemented that patch would have been Robert Spier. Robert, did you ever implement this? Jesse > -matt > From dimitry.faynerman at hypermediasystems.com Tue Aug 17 10:35:12 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 17 Aug 2004 07:35:12 -0700 Subject: [rt-users] RT3 Performance Issues Update In-Reply-To: <4119FF06.2020005@jonmasters.org> Message-ID: <000001c48467$67b35380$1204140a@DimitryFaynerman> >>However I have forced myself to play around more with perl and have been >>using an interactive mod_perl debugging session to determine that there >>is potentially a problem in the DBIx::SearchBuilder::Record::Cacheable >>code as it likes to go and sit in big long loops looking for stuff that >>has expired from its object cache. Can I turn off the cacheing and just >>use the database directly? So how can I turn off the cacheing? I want to play with it and see if the performance improves -Dimitry From jesse at bestpractical.com Tue Aug 17 10:40:14 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Aug 2004 15:40:14 +0100 Subject: [rt-users] RT3 Performance Issues Update In-Reply-To: <000001c48467$67b35380$1204140a@DimitryFaynerman> References: <000001c48467$67b35380$1204140a@DimitryFaynerman> Message-ID: <59CCDDE4-F05B-11D8-9F6F-000A95AE249E@bestpractical.com> Have a look in RT::Record. On Aug 17, 2004, at 3:35 PM, Dimitry Faynerman wrote: > > >>> However I have forced myself to play around more with perl and have >>> been >>> using an interactive mod_perl debugging session to determine that >>> there >>> is potentially a problem in the >>> DBIx::SearchBuilder::Record::Cacheable >>> code as it likes to go and sit in big long loops looking for stuff >>> that >>> has expired from its object cache. Can I turn off the cacheing and >>> just >>> use the database directly? > > > So how can I turn off the cacheing? > I want to play with it and see if the performance improves > > -Dimitry > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From mhess at greenhillsschool.org Tue Aug 17 10:51:34 2004 From: mhess at greenhillsschool.org (Michael Hess) Date: Tue, 17 Aug 2004 10:51:34 -0400 Subject: [rt-users] Can't call method "FETCH" Message-ID: I have just installed rt. the sbin/rt-test-dependances works fine with no errors. I can start apache fine with this config: ServerName host DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason However, when I go to the website I get Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "FETCH" on an undefined value at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 76.^J') called at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 76 CGI::Cookie::get_raw_cookie at /usr/local/lib/perl5/5.8.5/CGI/Cookie.pm line 43 CGI::Cookie::fetch('CGI::Cookie') called at /opt/rt3/share/html/Elements/SetupSessionCookie line 27 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x931096c)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /opt/rt3/share/html/autohandler line 57 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92e4574)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x92f28e4)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x92f28e4)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9215368)', 'Apache=SCALAR(0x8882d40)') called at /opt/rt3/bin/webmux.pl line 105 eval {...} at /opt/rt3/bin/webmux.pl line 105 RT::Mason::handler('Apache=SCALAR(0x8882d40)') called at /dev/null line 0 eval {...} at /dev/null line 0 Does anyone have an idea as to why? I am running mod_perl1 with mysql From mjoseff at yellowbrix.com Tue Aug 17 10:53:37 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Tue, 17 Aug 2004 10:53:37 -0400 (EDT) Subject: [rt-users] Bulk Update not working Message-ID: What am I missing here? Installed RT 3.2.1 on a different server (we were on 3.1.1), search for tickets (http://RT/Search/Listing.html?Bookmark=FrT%3B at 4%7C%256%7C%241%7C1%241%7C2%241%7C3%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2416%7CQueue+%3D+helpdesk%245%7CQueue%241%7C%3D%248%7Chelpdesk%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2413%7CStatus+%3D+open%246%7CStatus%241%7C%3D%244%7Copen%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus+%3D+new%246%7CStatus%241%7C%3D%243%7Cnew%241%7C4%241%7C0%241%7C0&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=&WatcherRole=Requestor&WatcherRoleOp=LIKE&ValueOfWatcherRole=&SubjectOp=LIKE&ValueOfSubject=test&QueueOp=%3D&ValueOfQueue=&PriorityOp=%3C&ValueOfPriority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Content&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfStatus=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearchInterval=-1&Action=Search No check marks appear next to any of the tickets, and clicking "Update all these tickets at once" just takes us to Search/Bulk.html with no tickets listed (obviously because none were selected). There is nothing in var/log (debug is turned on), the apache error log, or MySQL rt.err log. System info: Perl v5.8.4 under freebsd RT 3.2.1 CGI::Fast v1.05 Apache/2.0.49 Clue? -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From alexb at WPI.EDU Tue Aug 17 11:39:58 2004 From: alexb at WPI.EDU (Brelsfoard, Alex) Date: Tue, 17 Aug 2004 11:39:58 -0400 Subject: [rt-users] Getting email to create a ticket Message-ID: <0FDFC33E89EC734387E0359C1662EFB50B0A244D@mail.admin.wpi.edu> Quick question. If the name of the queue is more than one word (in other words containing white space) should I use quotes? Or will it be fine on its own? --Alex ________________________________ From: Odhiambo Washington [mailto:wash at wananchi.com] Sent: Tue 8/17/2004 4:13 AM To: Brelsfoard, Alex Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Getting email to create a ticket * Brelsfoard, Alex [20040817 01:07]: wrote: > Hello all, > > OK, here's the basics of what I am trying to do: when you send e message to > the account 'rtgate' it will automatically create an rt ticket. > Current our servers are running RH9, with RT 3.0.8. > I have spoken with our sysadmins and the way they want me to do this is to > have all mail going to rtgate be forwarded to a procmail command sending the > message to rt-mailgate. So here's what I've got so far. The .forward file > contains: > "|exec /usr/local/bin/procmail" > The .procmailrc file contains: > " > SHELL=/bin/sh > MAILDIR=${HOME} > LOGFILE=${MAILDIR}/procmail.log > LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " > VERBOSE=yes > RT_MAILGATE="/usr/local/bin/rt-mailgate" > RT_URL="http://utility4.wpi.edu:8080/" > LOGABSTRACT=all > |/usr/bin/perl $RT_MAILGATE --queue 5 --action correspond --url $RT_URL > " > > Right now when I email rtgate nothing happens. Part of the problem is that I > do not fully understand 2 major portions of these actions: > 1) How the email is parsed into a ticket? That requires that you read RT documentation. Noone will explain that here again, I am sure ;) > 2) how to name the queue I want it to be sent to. Is it the id#? The full > name of the queue? Or am I way off base here? The simple queue name. So your .procmailrc is the one with mistake. You must tell procmail about where the rule begins. Something like this will do: SHELL=/bin/sh MAILDIR=${HOME} LOGFILE=${MAILDIR}/procmail.log LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes LOGABSTRACT=all RT_MAILGATE="/usr/local/bin/rt-mailgate" RT_URL="http://utility4.wpi.edu:8080/" :0 * ! ^FROM_DAEMON * ! ^FROM_MAILER |$RT_MAILGATE --queue QUEUE_NAME --action correspond --url $RT_URL Note: 1. I believe $RT_MAILGATE is mode 755 and your system knows the location of the perl binary so there is really no need of invoking perl explicitly. 2. If you have several queues, then all this becomes a whole new ball game. If you search RT archives for "procmail", you will find several examples. Plus, you should read the RT Wiki - there are guidelines on how to use RT with procmail. here is the one referenced from the Wiki: http://www.geert.triple-it.nl/rt_procmail.html cheers - wash +----------------------------------+----------------------------------------- + Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------ + "Oh My God! They killed init! You Bastards!" --from a /. post From rch at acidpit.org Tue Aug 17 11:28:41 2004 From: rch at acidpit.org (Rob Hough) Date: Tue, 17 Aug 2004 11:28:41 -0400 Subject: [rt-users] RADIUS Authentication Message-ID: <20040817152841.GA4941@acidpit.org> Hi all, I apologize if this has been brought up more than a few times. I wasn't able to make much headway manually searching the archives (is there a searchable archive of the list anywhere?). We would like to authenticate users against a RADIUS server. Is this a possiblity? If so, where can I go to get more information about doing this? Thanks. -- Robert Hough (rch at acidpit.org) From rspier at pobox.com Tue Aug 17 11:50:23 2004 From: rspier at pobox.com (Robert Spier) Date: Tue, 17 Aug 2004 08:50:23 -0700 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943656E@cxmail2> Message-ID: > >>> I don't think the "Updated" option is bogus > >> > >> sure, but that's not a feature RT has...want to submit a patch? > > ??? Now you've got me confused - the Updated search criteria worked > > great in > > previous versions, or at least I thought it did. Am I wrong? > > I don't recall ever having written that functionality. I can see > vaguely how it could be done. I think the only other person who'd have > implemented that patch would have been Robert Spier. > Robert, did you ever implement this? TicketSQL has *never* had an 'Updated' keyword. I don't quite understand what it would mean either. I think the field Matt actually wants to use is TransactionDate. -R From jesse at bestpractical.com Tue Aug 17 11:59:34 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Aug 2004 16:59:34 +0100 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943656E@cxmail2> Message-ID: <6EB3EF82-F066-11D8-93E9-000A95AE249E@bestpractical.com> On Aug 17, 2004, at 4:50 PM, Robert Spier wrote: > > TicketSQL has *never* had an 'Updated' keyword. > > I don't quite understand what it would mean either. It would mean TransactionDate ;) > I think the field Matt actually wants to use is TransactionDate. > > -R > From jesse at bestpractical.com Tue Aug 17 12:00:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 17 Aug 2004 17:00:23 +0100 Subject: [rt-users] Bulk Update not working In-Reply-To: References: Message-ID: <8C04B0EA-F066-11D8-93E9-000A95AE249E@bestpractical.com> Search/Listing.html isn't an RT 3.2 URL. On Aug 17, 2004, at 3:53 PM, Matthew Joseff wrote: > > What am I missing here? Installed RT 3.2.1 on a different server (we > were on 3.1.1), search for tickets > (http://RT/Search/Listing.html? > Bookmark=FrT%3B at 4%7C%256%7C%241%7C1%241%7C2%241%7C3%258%7C%2411%7CDESCR > IPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2416%7CQueue+%3D+helpdesk > %245%7CQueue%241%7C%3D%248%7Chelpdesk%258%7C%2411%7CDESCRIPTION%245%7CF > IELD%248%7COPERATOR%245%7CVALUE%2413%7CStatus+%3D+open%246%7CStatus%241 > %7C%3D%244%7Copen%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR% > 245%7CVALUE%2412%7CStatus+%3D+new%246%7CStatus%241%7C%3D%243%7Cnew%241% > 7C4%241%7C0%241%7C0&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=&Watc > herRole=Requestor&WatcherRoleOp=LIKE&ValueOfWatcherRole=&SubjectOp=LIKE > &ValueOfSubject=test&QueueOp=%3D&ValueOfQueue=&PriorityOp=%3C&ValueOfPr > iority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Conten > t&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfSt > atus=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearc > hInterval=-1&Action=Search > > No check marks appear next to any of the tickets, and clicking "Update > all these tickets at once" just takes us to Search/Bulk.html with no > tickets listed (obviously because none were selected). > > There is nothing in var/log (debug is turned on), the apache error > log, or MySQL rt.err log. > > System info: > > Perl v5.8.4 under freebsd > RT 3.2.1 > CGI::Fast v1.05 > Apache/2.0.49 > > Clue? > > -- > Matthew Joseff, Director Technical Operations > (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 > YellowBrix - Transforming Content Into Action. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From mikef at ack.Berkeley.EDU Tue Aug 17 12:23:51 2004 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 17 Aug 2004 09:23:51 -0700 (PDT) Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943656E@cxmail2> Message-ID: On Tue, 17 Aug 2004 at 08:50 (-0700), Robert Spier wrote: > > >>> I don't think the "Updated" option is bogus I've been using the 'updated' field in my perl scripts in 2.0.15. Now I see it doesn't exist in 3.2.1, even though there's an 'Updated' field that shows on the web interface ticket display. When I use 'rt ls -l', none of the fields shown includes anything like 'updated'. My script needs to know the last time the ticket was changed in any way (status, queue, comment, correspondence, etc.). In 2.0.15, I'm able to do this. Any suggestions? I'm trying to see how to convert my perl scripts that are written for 2.0.15 to 3.2.1. The scripts currently use the 'rt' CLI, so the easiest thing for me seems to be to convert to the 'rt' command in 3.2.1, even though I'd actually prefer using the API, but the documentation for that is minimal so that would take longer. Thanks for any suggestions. Mike ------------------------------------------------------------------------------ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu ------------------------------------------------------------------------------ From mjoseff at yellowbrix.com Tue Aug 17 12:31:21 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Tue, 17 Aug 2004 12:31:21 -0400 (EDT) Subject: [rt-users] Bulk Update not working In-Reply-To: <8C04B0EA-F066-11D8-93E9-000A95AE249E@bestpractical.com> References: <8C04B0EA-F066-11D8-93E9-000A95AE249E@bestpractical.com> Message-ID: So, I've managed to poorly upgrade 3.2 apparently. Thanks; reinstalling. On Tue, 17 Aug 2004, Jesse Vincent wrote: }Search/Listing.html isn't an RT 3.2 URL. } }On Aug 17, 2004, at 3:53 PM, Matthew Joseff wrote: } }> }> What am I missing here? Installed RT 3.2.1 on a different server (we were on }> 3.1.1), search for tickets (http://RT/Search/Listing.html? }> Bookmark=FrT%3B at 4%7C%256%7C%241%7C1%241%7C2%241%7C3%258%7C%2411%7CDESCR }> IPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2416%7CQueue+%3D+helpdesk }> %245%7CQueue%241%7C%3D%248%7Chelpdesk%258%7C%2411%7CDESCRIPTION%245%7CF }> IELD%248%7COPERATOR%245%7CVALUE%2413%7CStatus+%3D+open%246%7CStatus%241 }> %7C%3D%244%7Copen%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR% }> 245%7CVALUE%2412%7CStatus+%3D+new%246%7CStatus%241%7C%3D%243%7Cnew%241% }> 7C4%241%7C0%241%7C0&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=&Watc }> herRole=Requestor&WatcherRoleOp=LIKE&ValueOfWatcherRole=&SubjectOp=LIKE }> &ValueOfSubject=test&QueueOp=%3D&ValueOfQueue=&PriorityOp=%3C&ValueOfPr }> iority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Conten }> t&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfSt }> atus=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearc }> hInterval=-1&Action=Search }> }> No check marks appear next to any of the tickets, and clicking "Update all }> these tickets at once" just takes us to Search/Bulk.html with no tickets }> listed (obviously because none were selected). }> }> There is nothing in var/log (debug is turned on), the apache error log, or }> MySQL rt.err log. }> }> System info: }> }> Perl v5.8.4 under freebsd }> RT 3.2.1 }> CGI::Fast v1.05 }> Apache/2.0.49 }> }> Clue? }> }> -- }> Matthew Joseff, Director Technical Operations }> (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 }> YellowBrix - Transforming Content Into Action. }> _______________________________________________ }> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users }> }> Be sure to check out the RT wiki at http://wiki.bestpractical.com }> } } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From dimitry.faynerman at hypermediasystems.com Tue Aug 17 12:31:44 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 17 Aug 2004 09:31:44 -0700 Subject: [rt-users] RT3 Performance Issues Update In-Reply-To: <59CCDDE4-F05B-11D8-9F6F-000A95AE249E@bestpractical.com> Message-ID: <000001c48477$af7806b0$1204140a@DimitryFaynerman> Yes, It helped a lot, thanks -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Tuesday, August 17, 2004 7:40 AM To: Dimitry Faynerman Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT3 Performance Issues Update Have a look in RT::Record. From dmd at speakeasy.org Tue Aug 17 12:44:42 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 17 Aug 2004 09:44:42 -0700 (PDT) Subject: [rt-users] tracking time from Created to Opened / "Given to" Message-ID: Attempting to come up with query logic that tells me Time between Created and "Opened and Assigned to Someone" Need to find the table vars for the entry in the ticket history that is Fri Jul 30 05:36:04 2004 fred - Given to bob For created I know its Tickets.Created or TIME_FORMAT(SEC_TO_TIME(Tickets.Created))) ... What is it for this entry when the ticket is opened and Given to someone? Is that the same as Tickets.Started ? Thanks!!! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From MHanley at cxtec.com Tue Aug 17 13:04:38 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Tue, 17 Aug 2004 13:04:38 -0400 Subject: [rt-users] Two questions about RT 3.2.1 Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F09436575@cxmail2> > It would mean TransactionDate ;) I'm not talking about code though, I'm just talking about using the GUI in the Query Builder. The choices are: Created|Started|Resolved|Last Contacted|Lasted Updated|Starts|Due|Updated The final option "Updated" used to work just fine, but no longer does. -matt From mm at elabnet.de Tue Aug 17 13:56:33 2004 From: mm at elabnet.de (Michael Markstaller) Date: Tue, 17 Aug 2004 19:56:33 +0200 Subject: [rt-users] RADIUS Authentication Message-ID: <246BE4BBD2754248AD5C14E535004ABA2A4177@elab4.elabnet.com> You're looking for mod_auth_radius, at least for Apache. RT ca be configured to rely on the webservers' authentication with setting $WebExternalAuth in RT_SiteConfig.pm Michael -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rob Hough Sent: Tuesday, August 17, 2004 5:29 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RADIUS Authentication Hi all, I apologize if this has been brought up more than a few times. I wasn't able to make much headway manually searching the archives (is there a searchable archive of the list anywhere?). We would like to authenticate users against a RADIUS server. Is this a possiblity? If so, where can I go to get more information about doing this? Thanks. -- Robert Hough (rch at acidpit.org) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From scotth at csee.wvu.edu Tue Aug 17 11:53:06 2004 From: scotth at csee.wvu.edu (Scott Henson) Date: Tue, 17 Aug 2004 11:53:06 -0400 Subject: [rt-users] rt2-to-rt3 unicode troubles Message-ID: <87fz6ldan1.fsf@archangel.csee.wvu.edu> I'm trying to transition from rt2 to rt3 both running on a postgresql database and Im using the latest rt2-to-rt3 script and Im running into troubles. From looking over the output, it looks like the script is dieing on multibyte unicode characters. Here is the error message: Couldn't create attachment $VAR1 = { 'Subject' => 'testing via email', 'ContentType' => 'multipart/signed', 'Headers' => 'Return-Path: Delivered-To: request-tracker at 157.182.194.59 Received: from mail.csee.wvu.edu (venema [157.182.194.151]) by tweedie (Postfix) with ESMTP id 2265B12E9E for ; Sun, 25 Aug 2002 16:38:06 -0400 (EDT) Received: by mail.csee.wvu.edu (Postfix) id A7CD46BB0B; Sun, 25 Aug 2002 16:29:56 -0400 (EDT) Delivered-To: helpdesk2 at csee.wvu.edu Received: from step2.ultrasoul.com (unknown [207.106.22.229]) by mail.csee.wvu.edu (Postfix) with ESMTP id D7DC36BB0A for ; Sun, 25 Aug 2002 16:29:55 -0400 (EDT) Received: from hestia.ultrasoul.com (wv-morgantown4c-217.mgtnwv.adelphia.net [24.50.83.217]) by step2.ultrasoul.com (Postfix) with ESMTP id B40E61B4A7 for ; Sun, 25 Aug 2002 16:31:39 -0400 (EDT) Received: from hestia.localdomain (localhost.localdomain [127.0.0.1]) by hestia.ultrasoul.com (Postfix) with ESMTP id 53AC03B0ED for ; Sun, 25 Aug 2002 16:32:06 -0400 (EDT) Date: Sun, 25 Aug 2002 16:32:06 -0400 Message-Id: <87hehi8yt5.wl at ultrasoul.com> From: "David D. Smith" To: helpdesk2 at csee.wvu.edu Subject: testing via email User-Agent: Wanderlust/2.9.14 (Unchained Melody) SEMI/1.14.3 (Ushinoya) FLIM/1.14.3 (Unebigory\uffffmae) APEL/10.3 Emacs/21.2 (i386-debian-linux-gnu) MULE/5.0 (SAKAKI) X-Face: <2bq*`_T(w$F5*EY!#3#CS=g*\\buOLi/FB.@\'{@pkBV\'WrDNrN>I9)qa=rbVg|5Qhzs4z$P?Jx>p)!~UO{\\#\'6\\No~[$Bf=%Y_(+fS+ghd,6oJXt%tzaXcWlzU-);bR^Tt1rnXcx"i0=G\'x]UUi,xq2W:dPFH%uo\\!o8Yl~h at jVyKtpkL7~5XV_#}r6_,5Dz}PUKy%zA"4U '5', 'Parent' => '0', 'Created' => '2002-08-26 00:38:17+00', 'id' => '5', 'TransactionId' => '8' }; ERROR: Unicode >= 0x10000 is not supoorted [Tue Aug 17 19:40:48 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 714. (/usr/share/request-tracker3/lib/RT.pm:257) Can anyone help me out on this problem? Im not a perl programer so I really have no clue as to how to fix this in perl, but in general I would think a check somewhere to see if it is a multi byte unicode character and turn it into some other character, say a '?' would work. Any help would be much appreciated. Thanks. P.S. I thought I had emailed this list with the same question but I don't see it in the archives so Im resending. Also if you could cc me on replys that would be helpful as I am not subscribed. -- Scott Henson From gimbal at commonwerx.org Tue Aug 17 14:12:07 2004 From: gimbal at commonwerx.org (Sean Champ) Date: Tue, 17 Aug 2004 11:12:07 -0700 Subject: [rt-users] configuring RT for sqlite backend Message-ID: <20040817181207.GA17895@tokamak.commonwerx.net> Hello, I've installed the request-tracker3 package from Debian/sid. I noticed that there's a schema.SQLite - so, assumed that RT has an sqlite backend. I'm not sure how to cinfugre it, though, to make RT use sqlite. It looks like that I should be asking this, mainly: about RT_SteConfig.pm : - what DatabaseType to set for sqlite? - how to set the DatabaseUser, DatabasePassword, DatabaseName for sqlite? generally, also: - will I need to create the sqlite db myself? (for this, I could just load schema.SQLite, of course, once RT is configured soit'll find the database - just wondering about this) - is there a standard location, maybe something under /var for where the put an RT-usable sqlite db? - how would RT be configured to know where to find its sqlite database? and I guess that's all I need to ask. RT looks great; I'm looking forward to digging in with it Thanks, -- Sean From rspier at pobox.com Tue Aug 17 14:18:40 2004 From: rspier at pobox.com (Robert Spier) Date: Tue, 17 Aug 2004 11:18:40 -0700 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943656E@cxmail2> Message-ID: > I've been using the 'updated' field in my perl scripts in 2.0.15. Now I > see it doesn't exist in 3.2.1, even though there's an 'Updated' field that > shows on the web interface ticket display. 2.0 and 3.x have ticket searching internals that are quite different. Expecting things to work identically between them is expecting a little too much. The "Updated" field on the web interface ticket display is a display thing, not a real field. It shows when the last Transaction was and who created that transaction. > I'm trying to see how to convert my perl scripts that are written for > 2.0.15 to 3.2.1. The scripts currently use the 'rt' CLI, so the easiest > thing for me seems to be to convert to the 'rt' command in 3.2.1, even > though I'd actually prefer using the API, but the documentation for that > is minimal so that would take longer. The CLI's are very different too. -R From MHanley at cxtec.com Tue Aug 17 14:31:14 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Tue, 17 Aug 2004 14:31:14 -0400 Subject: [rt-users] Two questions about RT 3.2.1 Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F09436577@cxmail2> > 2.0 and 3.x have ticket searching internals that are quite different. > Expecting things to work identically between them is > expecting a little too much. I think you might be confusing Mike's questions with mine. I was the original poster. The Updated field in the ticket search page worked fine in RT v3.0.9 (didn't try 3.0.10/11). I was hoping that from 3.0.9 to 3.2 it would still work - is this not the case? -matt Matthew Hanley mhanley at cxtec.com From bfineman at internet2.edu Tue Aug 17 15:06:10 2004 From: bfineman at internet2.edu (Ben Fineman) Date: Tue, 17 Aug 2004 15:06:10 -0400 Subject: [rt-users] Resolve a message through email Message-ID: <41225722.4050805@internet2.edu> Good afternoon, I am writing to see if anyone knows of a way to resolve a ticket via email. Currently we have the "comment" and "correspond" addresses set, but these appear to be the only two actions supported by rt-mailgate. Any thoughts would be appreciated. Thanks, Ben Fineman Internet2 From mikef at ack.Berkeley.EDU Tue Aug 17 15:54:40 2004 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 17 Aug 2004 12:54:40 -0700 (PDT) Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: References: <75D8EB7E7DB9D311B2A700A0C9EC544F0943656E@cxmail2> Message-ID: On Tue, 17 Aug 2004 at 11:18 (-0700), Robert Spier wrote: >> I've been using the 'updated' field in my perl scripts in 2.0.15. Now I >> see it doesn't exist in 3.2.1, even though there's an 'Updated' field >> that shows on the web interface ticket display. > > 2.0 and 3.x have ticket searching internals that are quite different. > Expecting things to work identically between them is expecting a little > too much. Robert, I don't expect the new RT to work the same as the old. That's why I've been trying to get enough information so that I can convert my scripts. > The "Updated" field on the web interface ticket display is a display > thing, not a real field. It shows when the last Transaction was and who > created that transaction. But I don't see a 'last transaction' field either when I use the CLI. There doesn't seem to be a field that would tell me the time of the last change (of any type) to a ticket. >> I'm trying to see how to convert my perl scripts that are written for >> 2.0.15 to 3.2.1. The scripts currently use the 'rt' CLI, so the >> easiest thing for me seems to be to convert to the 'rt' command in >> 3.2.1, even though I'd actually prefer using the API, but the >> documentation for that is minimal so that would take longer. > > The CLI's are very different too. But at least 'rt help' does seem to document the CLI (except for some of the details about query strings). As for the API: using perldoc on each of the perl library routines still leaves a lot to be desired as far as documentation is concerned. In particular, exact calling sequences and return codes/values for all the methods would be much appreciated. Even some coding examples would help. As it is, I'm going to have to spend quite a bit of time just to find out if I can even do the same things that I currently do (on 2.0.15) with the CLI interface. Mike ------------------------------------------------------------------------------ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu ------------------------------------------------------------------------------ From rch at acidpit.org Tue Aug 17 16:44:59 2004 From: rch at acidpit.org (Rob Hough) Date: Tue, 17 Aug 2004 16:44:59 -0400 Subject: [rt-users] WebExternalauto Message-ID: <20040817204459.GA9646@acidpit.org> Hi, I have RADIUS authentication working now, but still encounter some slight problems. The problem that has me stumped is the WebExternalAuto feature. I have the following set in my RT_SiteConfig -> Set($WebExternalAuto , 1); When I try to login with a user that does not yet have an account, I get the following message, and then two login windows. Cannot create user: No permission to create users Any ideas? -- Robert Hough (rch at acidpit.org) From rspier at pobox.com Tue Aug 17 18:08:22 2004 From: rspier at pobox.com (Robert Spier) Date: Tue, 17 Aug 2004 15:08:22 -0700 Subject: [rt-users] Two questions about RT 3.2.1 In-Reply-To: <75D8EB7E7DB9D311B2A700A0C9EC544F09436577@cxmail2> References: <75D8EB7E7DB9D311B2A700A0C9EC544F09436577@cxmail2> Message-ID: > The Updated field in the ticket search page worked fine in RT v3.0.9 (didn't > try 3.0.10/11). I was hoping that from 3.0.9 to 3.2 it would still work - > is this not the case? In 3.0, "Updated" is syntactic sugar for "TransactionDate" In 3.2, there is no syntactic sugar, so the UI refers to a field which doesn't exist. There are a few options: Index: html/Elements/SelectDateType =================================================================== --- html/Elements/SelectDateType (revision 1338) +++ html/Elements/SelectDateType (working copy) @@ -51,7 +51,7 @@ - + <%ARGS> $Name => 'DateType' that's the simplest. (untested, but should work, I think.) Another option is to teach TicketSQL about TransactionDate, which I don't think is a good idea. -R From checkpoint at ozbergs.com Tue Aug 17 18:13:47 2004 From: checkpoint at ozbergs.com (Stevo) Date: Tue, 17 Aug 2004 15:13:47 -0700 Subject: [rt-users] MySQL RT Config Message-ID: <009201c484a7$78007fc0$0a02010a@renditionnetworks.com> All, I'm running RT3 against MySQL and wanted to know if any one had a tweaked up my.cnf file they could post so I could adapt and use it. Currently I'm running without a my.cnf as I'm not sure what to put in there. Any help would be appreciated! -Stevo -------------- next part -------------- An HTML attachment was scrubbed... URL: From rick.rezinas at qsent.com Tue Aug 17 18:16:43 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Tue, 17 Aug 2004 15:16:43 -0700 Subject: [rt-users] MySQL RT Config In-Reply-To: <009201c484a7$78007fc0$0a02010a@renditionnetworks.com> References: <009201c484a7$78007fc0$0a02010a@renditionnetworks.com> Message-ID: <1092781003.27069.19.camel@cluck.qsent.com> check in your source distribution of MySQL. A proper my.cnf is pretty server-specific, but they have several examples and you can probably move one into production with very little change. my sample ones exist in /path/to/source/mysql-standard-4.0.14-sun-solaris2.8-sparc/support-files/ rick On Tue, 2004-08-17 at 15:13, Stevo wrote: > All, > > I'm running RT3 against MySQL and wanted to know if any one had a > tweaked up my.cnf file they could post so I could adapt and use it. > Currently I'm running without a my.cnf as I'm not sure what to put in > there. > > Any help would be appreciated! > > -Stevo > > > ______________________________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From r at elhames.co.uk Tue Aug 17 18:14:58 2004 From: r at elhames.co.uk (R El - Hames) Date: Tue, 17 Aug 2004 23:14:58 +0100 Subject: [rt-users] bin/rt create ticket Message-ID: <001301c484a7$a20f19c0$52c593c3@tiger> Hi there; I wonder if anyone can help me here, ist possible to create a ticket using bin/rt create -t ticket and be able to add a value to a custom field? if yes How?? Thanks; Roy From JChen at paymentone.com Tue Aug 17 19:24:34 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Tue, 17 Aug 2004 16:24:34 -0700 Subject: [rt-users] Correspondence scrip help Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8DC@CPMAL00.corpnet.p1.local> Hello all, I am wondering if there is any way to resolve RT action when TECH-1 resolves a ticket with correspondence it will not send out 2 emails to the requestor. The 1st email says the ticket is resolved and the other is basically the same message but using the correspondence template instead of the resolved template. I tried to use the code below to resolve my issue but its not working because RT sends out the email before my custom action can check if the new ticket value is resolved or not. I believe my scrip would work if status changed to resolve was done before correspondence. Is there any way to fix this? Maybe changing from Stage: TransactionCreate to TransactionBatch would resolve my problem? ============================================================================ Tue Aug 17 15:57:11 2004 TECH-1 - Correspondence added Tue Aug 17 15:57:13 2004 TECH-1 - Status changed from open to resolved On Correspond User Defined Notify Requestors and Ccs with template Correspondence Custom Action: my $tr = $self->TransactionObj; if ($tr->Type eq ('Correspond' || 'Comment') && $tr->NewValue ne 'resolved') { return(1); } else { return undef; } -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From felix at rock-tnsc.com Tue Aug 17 22:51:26 2004 From: felix at rock-tnsc.com (felix) Date: Wed, 18 Aug 2004 10:51:26 +0800 Subject: [rt-users] rt: Server error: Not Found (404) In-Reply-To: <20040817080017.GE82793@ns2.wananchi.com> References: <4121B789.3080205@rock-tnsc.com> <20040817080017.GE82793@ns2.wananchi.com> Message-ID: <4122C42E.70401@rock-tnsc.com> Odhiambo Washington wrote: >* felix [20040817 10:53]: wrote: > > >>Hi everybody, >> I am using rt-3.2.1, and want to use rt bin collecting some >>informations. >> When I trying to run /opt/rt3/bin/rt ls "Status='new'", and enter the >>password (I didn't exactly know what's the meaning of that, so I entered >>the mysql rt_user's password. It seems inessential with the errors below >>because whatever password I entered, it returned the same error >>message.) , Then the error mesage like my subject appeared: rt: Server >>error: Not Found (404). >> I asked GOOGLE: How about this error, and GOOGLE directed me to the >>http://marc.free.net.ph/message/20030814.061556.49965aa2.html. But the >>ticket problem is version 3.0.4 and my rt is 3.2.1, I think the bug must >>be fixed yet. >> Or would I modify some configurations in the RT_SiteConfig.pm? >> I have no idea. Anyone can give me some suggistions? >> >> > > > >/opt/rt3/bin/rt --help > > > > cheers > - wash >+----------------------------------+-----------------------------------------+ >Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | > . 1ere Etage, Loita Hse, Loita St., | >GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | >GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | >+---------------------------------+------------------------------------------+ >"Oh My God! They killed init! You Bastards!" > --from a /. post > > yes ,I followed rt --help ,but I can't find any instruction about how to resolve this problem. Can give me more hint? Felix From pmcferrin at insight.rr.com Wed Aug 18 00:08:56 2004 From: pmcferrin at insight.rr.com (Paul McFerrin) Date: Wed, 18 Aug 2004 00:08:56 -0400 Subject: [rt-users] rt: Server error: Not Found (404) In-Reply-To: <4122C42E.70401@rock-tnsc.com> References: <4121B789.3080205@rock-tnsc.com> <20040817080017.GE82793@ns2.wananchi.com> <4122C42E.70401@rock-tnsc.com> Message-ID: <4122D658.5060702@insight.rr.com> do a: rt help config and it will tell you ways to setup a .rtcf file or other suitable config file. In that file you can provide a default username (e.g. root) and a password. You also need to specify the URL to your RT server. Mine just has three lines: File: /.rtrc server http://Your_url_to_rt user root passwd Your_Root_Passwd felix wrote: > Odhiambo Washington wrote: > >> * felix [20040817 10:53]: wrote: >> >> >>> Hi everybody, >>> I am using rt-3.2.1, and want to use rt bin collecting some >>> informations. >>> When I trying to run /opt/rt3/bin/rt ls "Status='new'", and enter >>> the password (I didn't exactly know what's the meaning of that, so I >>> entered the mysql rt_user's password. It seems inessential with the >>> errors below because whatever password I entered, it returned the >>> same error message.) , Then the error mesage like my subject >>> appeared: rt: Server error: Not Found (404). >>> I asked GOOGLE: How about this error, and GOOGLE directed me to the >>> http://marc.free.net.ph/message/20030814.061556.49965aa2.html. But >>> the ticket problem is version 3.0.4 and my rt is 3.2.1, I think the >>> bug must be fixed yet. >>> Or would I modify some configurations in the RT_SiteConfig.pm? >>> I have no idea. Anyone can give me some suggistions? >>> >> >> >> >> >> /opt/rt3/bin/rt --help >> >> >> >> cheers >> - wash >> +----------------------------------+-----------------------------------------+ >> >> Odhiambo Washington . WANANCHI ONLINE LTD >> (Nairobi, KE) | >> . 1ere Etage, Loita Hse, Loita >> St., | >> GSM: (+254) 722 743 223 . # 10286, 00100 >> NAIROBI | >> GSM: (+254) 733 744 121 . (+254) 020 313 985 - >> 9 | >> +---------------------------------+------------------------------------------+ >> >> "Oh My God! They killed init! You Bastards!" >> --from a /. post >> >> > yes ,I followed rt --help ,but I can't find any instruction about how to > resolve this problem. > Can give me more hint? > > Felix > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From jens at cyber.com.au Wed Aug 18 03:20:10 2004 From: jens at cyber.com.au (Jens Porup) Date: Wed, 18 Aug 2004 17:20:10 +1000 Subject: [rt-users] dumpfile-to-rt-3.0 --> $ENCODING ? Message-ID: <20040818072009.GH5778@vanilla.office.cyber.com.au> G'day, I am upgrading a production 2.0 RT to the latest and greatest. However, the dumpfile-to-rt-3.0 fails when attempting to import the Attachments table: Couldn't create attachment $VAR1 = { 'Subject' => '', 'ContentType' => 'application/msword', 'Filename' => 'C:\\Documents and Settings\\adamc\\Des ktop\\Hosting Apllication Form.doc', 'Headers' => 'Content-Type: application/msword; name="C:\\Documents and Settings\\adamc\\Desktop\\Hosting Apllication Form.doc" Content-Disposition: inline; filename="C:\\Documents and Settings\\adamc\\Des ktop\\Hosting Apllication Form.doc" Content-Transfer-Encoding: base64 ', 'Creator' => '3', 'Parent' => '31', 'Created' => '2001-12-17 13:44:39', 'id' => '33', 'ContentEncoding' => 'none', 'TransactionId' => '31' }; ERROR: invalid byte sequence for encoding "UNICODE": 0xe1 [Wed Aug 18 07:06:50 2004] [crit]: Died at dumpfile-to-rt-3.0 line 714. My Attachments table is filled with binary files--MS Word docs, etc. I tried changing the $ENCODING="base64" but that didn't work. (I don't really know much about different coding sets.) Is the solution to the problem $ENCODING="magic_word" ? Or is something else going on here? Thanks, Jens From Bob.Conron at ap.ftid.com Wed Aug 18 03:24:47 2004 From: Bob.Conron at ap.ftid.com (Bob.Conron at ap.ftid.com) Date: Wed, 18 Aug 2004 17:24:47 +1000 Subject: [rt-users] People Section of Ticket does not display ccs and Admin ccs assigned from Queue Message-ID: This is not a bug as several versions of rt display the same feature. We are currently working on upgrading to rt 3.2.0 and are enjoying the new ticket display changes.We were somewhat disappointed to find that the people section of the ticket display does not show the cc s and admin ccs that are assigned to a ticket by the queue definition as opposed to the ccs and admin ccs assigned to the ticket at creation time. My users are requesting that they can see who are the predefined ccs and admin ccs of each ticket in a queue both in the display of a ticket and at creation time. Ideally we would like to create a multiple capable select box of usernames or email addresses in the cc and admin cc fields at ticket creation time with those defined by the queue assignment either preselected or output as text so that users who are unfamiliar with the cc and admin ccs assigned to queues can see the tickets. Has anyone modified rt to achieve any of these objectives? Thanks Bob Robert Conron IT Manager - Asia Pacific FT Interactive Data Phone: + 613 92492051 Fax: + 613 92492099 Email: bob.conron at ap.ftid.com From felix at rock-tnsc.com Wed Aug 18 04:44:00 2004 From: felix at rock-tnsc.com (felix) Date: Wed, 18 Aug 2004 16:44:00 +0800 Subject: [rt-users] rt: Server error: Not Found (404) In-Reply-To: <4122D658.5060702@insight.rr.com> References: <4121B789.3080205@rock-tnsc.com> <20040817080017.GE82793@ns2.wananchi.com> <4122C42E.70401@rock-tnsc.com> <4122D658.5060702@insight.rr.com> Message-ID: <412316D0.9090308@rock-tnsc.com> Paul McFerrin wrote: > do a: > > rt help config > > and it will tell you ways to setup a .rtcf file or other suitable > config file. In that file you can provide a default username (e.g. > root) and a password. You also need to specify the URL to your RT > server. Mine just has three lines: > > File: /.rtrc > > server http://Your_url_to_rt > user root > passwd Your_Root_Passwd > > felix wrote: > >> Odhiambo Washington wrote: >> >>> * felix [20040817 10:53]: wrote: >>> >>> >>>> Hi everybody, >>>> I am using rt-3.2.1, and want to use rt bin collecting some >>>> informations. >>>> When I trying to run /opt/rt3/bin/rt ls "Status='new'", and enter >>>> the password (I didn't exactly know what's the meaning of that, so >>>> I entered the mysql rt_user's password. It seems inessential with >>>> the errors below because whatever password I entered, it returned >>>> the same error message.) , Then the error mesage like my subject >>>> appeared: rt: Server error: Not Found (404). >>>> I asked GOOGLE: How about this error, and GOOGLE directed me to >>>> the http://marc.free.net.ph/message/20030814.061556.49965aa2.html. >>>> But the ticket problem is version 3.0.4 and my rt is 3.2.1, I think >>>> the bug must be fixed yet. >>>> Or would I modify some configurations in the RT_SiteConfig.pm? >>>> I have no idea. Anyone can give me some suggistions? >>>> >>> >>> >>> >>> >>> >>> /opt/rt3/bin/rt --help >>> >>> >>> >>> cheers >>> - wash >>> +----------------------------------+-----------------------------------------+ >>> >>> Odhiambo Washington . WANANCHI ONLINE LTD >>> (Nairobi, KE) | >>> . 1ere Etage, Loita Hse, >>> Loita St., | >>> GSM: (+254) 722 743 223 . # 10286, 00100 >>> NAIROBI | >>> GSM: (+254) 733 744 121 . (+254) 020 313 985 - >>> 9 | >>> +---------------------------------+------------------------------------------+ >>> >>> "Oh My God! They killed init! You >>> Bastards!" --from a /. post >>> >>> >> yes ,I followed rt --help ,but I can't find any instruction about how >> to resolve this problem. >> Can give me more hint? >> >> Felix >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com Yes, I got it . Thanks for your response. :) From ely at txc.com Wed Aug 18 09:19:23 2004 From: ely at txc.com (Ely Zavin) Date: Wed, 18 Aug 2004 09:19:23 -0400 Subject: [rt-users] rt-mailgate with external authentication. Message-ID: <00cc01c48525$fa8c9d60$2e0011ac@elyw2k> Hi, I setup external authentication using apache NTLM module. Everything is working fine except the mail ticket submission. I configured my aliases file to use rt-mailgate and setup rt-mailgate URL switch like http://user:password at hostname . Apache error.log file gives the following error: missing/corrupt NTLM header. Is it any way to setup rt-mailgate with external apache authentication? I will appreciate any help. Regards, Ely. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rsm at apama.com Wed Aug 18 10:30:31 2004 From: rsm at apama.com (Scott Mitchell) Date: Wed, 18 Aug 2004 15:30:31 +0100 Subject: [rt-users] Corrupted binary attachments with RT 3.0.9 Message-ID: <7CD4BE0203A91845A17CE0E8BD9A1289D75CC5@ukcamms002.msapama.apama.com> Hello RT users, This seems to have come up on the mailing lists before, but I haven't seen any official determination of the cause, or any resolution, yet. We're experiencing corruption of 'binary' attachments to RT tickets (PCX and GIF images, mostly), either through email or directly through the web interface. It looks as though all bytes in the attachment data with the high bit set are being converted to 2 different bytes, probably the UTF-8 representation of the old byte. This is with RT 3.0.9, Perl 5.8.2, MySQL 4.0.18 and Apache 1.3.29 on a FreeBSD 4.8-RELEASE-p20 system. We're happy to upgrade if it will fix the problem, or I can set up a separate installation to test possible fixes. Can also supply examples of original and corrupted files on request. Cheers, Scott Mitchell From greg.lindstrom at novasyshealth.com Wed Aug 18 09:01:07 2004 From: greg.lindstrom at novasyshealth.com (Greg Lindstrom) Date: Wed, 18 Aug 2004 08:01:07 -0500 Subject: [rt-users] Monitoring email queues Message-ID: <03cd01c48523$6df1a8c0$054b12ac@D18SYX41> Hello- I am setting up RT on a Windows 2000 server understand that I can configure things so that my users can send an email to specific account -- say support at novasyshealth.com -- and their email can be turned into a ticket automatically. Is this correct? And if so, where is documentation showing me how to set things up. I've been coding for 20 years but am new to system administration, so please excuse my ignorance about this. Thanks for any help you can provide. Greg Lindstrom (501) 975-4859 NovaSys Health greg.lindstrom at novasyshealth.com "We are the music makers, and we are the dreamers of dreams" W.W. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - This email and any attachments to it are privileged and confidential and are intended solely for use of the individual or entity to which they are addressed. If the reader of this message is not the intended recipient, any use, distribution, or copying of this communication, or disclosure of all or any part of its content to any other person, is strictly prohibited. If you have received this communication in error, please notify the sender by replying to this message and destroy this message and delete any copies held in your electronic files. Thank you. - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - From jesse at bestpractical.com Wed Aug 18 10:48:14 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 18 Aug 2004 15:48:14 +0100 Subject: [rt-users] Corrupted binary attachments with RT 3.0.9 In-Reply-To: <7CD4BE0203A91845A17CE0E8BD9A1289D75CC5@ukcamms002.msapama.apama.com> References: <7CD4BE0203A91845A17CE0E8BD9A1289D75CC5@ukcamms002.msapama.apama.com> Message-ID: On Aug 18, 2004, at 3:30 PM, Scott Mitchell wrote: > Hello RT users, > > This seems to have come up on the mailing lists before, but I haven't > seen any official determination of the cause, or any resolution, yet. > > We're experiencing corruption of 'binary' attachments to RT tickets > (PCX > and GIF images, mostly), either through email or directly through the > web interface. It looks as though all bytes in the attachment data > with > the high bit set are being converted to 2 different bytes, probably the > UTF-8 representation of the old byte. > > This is with RT 3.0.9, Perl 5.8.2, MySQL 4.0.18 and Apache 1.3.29 on a There's a bug in the join() function in perl that was fixed in 5.8.3 that was the cause of this issue. Jesse From rtusers at memory.blank.org Wed Aug 18 10:56:32 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Wed, 18 Aug 2004 10:56:32 -0400 Subject: [rt-users] Corrupted binary attachments with RT 3.0.9 In-Reply-To: References: <7CD4BE0203A91845A17CE0E8BD9A1289D75CC5@ukcamms002.msapama.apama.com> Message-ID: <20040818145632.GB11039@blank.org> In the immortal words of Jesse Vincent (jesse at bestpractical.com): > > There's a bug in the join() function in perl that was fixed in 5.8.3 > that was the cause of this issue. This seems to come up an awful lot. Maybe RT should just flat-out refuse to install on perl <5.8.3? -n ----------------------------------------------------------- "So perhaps the factor constraining the Internet's growth is "good taste." (--Paul Vixie) --------------------------------------------------- From dmd at speakeasy.org Wed Aug 18 11:08:56 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 18 Aug 2004 08:08:56 -0700 (PDT) Subject: [rt-users] Corrupted binary attachments with RT 3.0.9 In-Reply-To: <7CD4BE0203A91845A17CE0E8BD9A1289D75CC5@ukcamms002.msapama.apama.com> References: <7CD4BE0203A91845A17CE0E8BD9A1289D75CC5@ukcamms002.msapama.apama.com> Message-ID: I think you have to be on perl 5.8.3 . We are running 3.0.9 RT and have 5.8.3 perl. 5.8.2 had a perl bug that RT found and it probably would relate to your situation. The archives as you know can be an adventure. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 18 Aug 2004, Scott Mitchell wrote: > Hello RT users, > > This seems to have come up on the mailing lists before, but I haven't > seen any official determination of the cause, or any resolution, yet. > > We're experiencing corruption of 'binary' attachments to RT tickets (PCX > and GIF images, mostly), either through email or directly through the > web interface. It looks as though all bytes in the attachment data with > the high bit set are being converted to 2 different bytes, probably the > UTF-8 representation of the old byte. > > This is with RT 3.0.9, Perl 5.8.2, MySQL 4.0.18 and Apache 1.3.29 on a > FreeBSD 4.8-RELEASE-p20 system. We're happy to upgrade if it will fix > the problem, or I can set up a separate installation to test possible > fixes. Can also supply examples of original and corrupted files on > request. > > Cheers, > > Scott Mitchell > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From seph at directionless.org Wed Aug 18 11:13:23 2004 From: seph at directionless.org (seph) Date: Wed, 18 Aug 2004 11:13:23 -0400 Subject: [rt-users] Re: rt-mailgate with external authentication. In-Reply-To: <00cc01c48525$fa8c9d60$2e0011ac@elyw2k> (Ely Zavin's message of "Wed, 18 Aug 2004 09:19:23 -0400") References: <00cc01c48525$fa8c9d60$2e0011ac@elyw2k> Message-ID: > Is it any way to setup rt-mailgate with external apache authentication? > I will appreciate any help. I saw some patches awhile ago that would let you do this. You could also just tell apache not to require auth on the NoAuth stuff. seph From rst at look.ca Wed Aug 18 11:10:32 2004 From: rst at look.ca (rst at look.ca) Date: Wed, 18 Aug 2004 11:10:32 -0400 (EDT) Subject: [rt-users] What version of mod perl should I use Message-ID: <1620.142.150.64.31.1092841832.squirrel@webmail.look.ca> Hello. I hope this is the correct list to post this question. I would like to install RT ver 3.2.1 and have gone over the readme file. I have redhat linux 9 for the pc with: perl 5.8.0 mysql 3.23.54 apache 2.0.40 I know I need to upgrade various components, but I would just like a clarification on the notes from the readme file: mod_perl 2.0 isn't quite ready for prime_time just yet; Best Practical Solutions strongly recommends that sites use Apache 1.3 or FastCGI. Compiling mod_perl on Apache 1.3.x as a DSO has been known to have massive stability problems and is not recommended. mod_perl 1.x must be build with EVERYTHING=1 Does this mean I can use Apache 2.0.40 and use mod_perl 1.x? If I need to use Fastcgi, which version should I use? Thanks, Ron From mike.ridilla at globalcomplianceservices.com Wed Aug 18 11:20:03 2004 From: mike.ridilla at globalcomplianceservices.com (Mike Ridilla) Date: Wed, 18 Aug 2004 11:20:03 -0400 Subject: [rt-users] RT 3.2.1 Home Page Configuration Message-ID: <40303051A9CCD61195C300508BB3574F048FF6AB@CAIZEXG001> Hello everyone, I just recently upgrade RT from 3.0.8 to 3.2.1 and I must say I'm impressed. One little issue I have is that on the user's home page in 3.0.8, it shows the "xx highest priority tickets I requested" while in 3.2.1, the home page shows the "xx newest unowned tickets". I would love for 3.2.1 to show the user's tickets they requested. Is there any simple and easy way to do that? Thanks in Advance! Mike Ridilla Sys Admin Global Compliance Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From JChen at paymentone.com Wed Aug 18 11:59:35 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 18 Aug 2004 08:59:35 -0700 Subject: [rt-users] Correspondence scrip help Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8DF@CPMAL00.corpnet.p1.local> Ok, still working on the same issue as yesterday. I think I just need a few lines of code to get this if ($tr->Type eq 'Correspond' && $tr->NewValue ne 'resolved') test condition to work. Currently its not working because Correspond and NewValue condition are not on the same line according to Transactions table on RT3 DB(See Below). 2689 0 305 0 Correspond NULL NULL NULL No Subject 33 2004-08-17 22:57:11 2690 0 305 0 Status Status open resolved NULL 33 2004-08-17 22:57:13 So how would I write a condition to check the NEXT line too? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Chen Sent: Tuesday, August 17, 2004 4:25 PM To: RT-Users at lists.bestpractical.com Subject: [rt-users] Correspondence scrip help Hello all, I am wondering if there is any way to resolve RT action when TECH-1 resolves a ticket with correspondence it will not send out 2 emails to the requestor. The 1st email says the ticket is resolved and the other is basically the same message but using the correspondence template instead of the resolved template. I tried to use the code below to resolve my issue but its not working because RT sends out the email before my custom action can check if the new ticket value is resolved or not. I believe my scrip would work if status changed to resolve was done before correspondence. Is there any way to fix this? Maybe changing from Stage: TransactionCreate to TransactionBatch would resolve my problem? ============================================================================ Tue Aug 17 15:57:11 2004 TECH-1 - Correspondence added Tue Aug 17 15:57:13 2004 TECH-1 - Status changed from open to resolved On Correspond User Defined Notify Requestors and Ccs with template Correspondence Custom Action: my $tr = $self->TransactionObj; if ($tr->Type eq ('Correspond' || 'Comment') && $tr->NewValue ne 'resolved') { return(1); } else { return undef; } -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From bobg at uic.edu Wed Aug 18 12:39:06 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 18 Aug 2004 11:39:06 -0500 Subject: [rt-users] questions about format of search results Message-ID: <200408181639.i7IGd620001266@shark.cc.uic.edu> I'm using RT 3.2.0. I'd like to tweak the format, particularly the default format, of search results. 1. RT_SiteConfig.pm contains a variable, $DefaultSearchResultFormat. This is apparantly a comma-separated list of columns to display. Is there any way to specify Order and OrderBy as well? It looks like one can specify qualifiers ( like /TITLE:stuff ) but I don't see anything in html/Elements/TicketList that indicates that Order and OrderBy can be specified in the $DefaultSearchResultFormat itself. Or am I missing this completely? 2. I'd like a way to indicate urgency on the result of a search, (or any list of tickets that contains an appropriate column.) Using priority would be fine, but I want a clean visual cue. E.g. if priority == 100, then put out Urgent instead of the priority number itself. Or something configurable :-) I'm guessing I might be able to fiddle with this: Priority => { attribute => 'Priority', value => sub { return $_[0]->Priority } }, which is part of the hashref $COLUMN_MAP in html/Elements/TicketList, but that wouldn't be really configurable. Maybe a callback? bobg bobg From rick.rezinas at qsent.com Wed Aug 18 13:18:51 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 18 Aug 2004 10:18:51 -0700 Subject: [rt-users] Monitoring email queues In-Reply-To: <03cd01c48523$6df1a8c0$054b12ac@D18SYX41> References: <03cd01c48523$6df1a8c0$054b12ac@D18SYX41> Message-ID: <1092849531.32179.39.camel@cluck.qsent.com> What you'll likely want to do is this. Build RT with a local mailhandler to handle mail to an rt subdomain, say rt.novasyshealth.com. Make sure that your internal network know how to get there (ie, DNS). Then configure a mailing list (not a forward...Cc's aren't preserved) in Exchange for each RT queue. We use department.rt at domain.com for our departmental queues, and a different standard for escalation queues...it's worth putting some thought into that. So, for your mailing list, department.rt at domain.com, have one member, department.rt at rt.domain.com. This will go to the mail handler on your local RT box that you've configured according to the documentation, and you're set. rick On Wed, 2004-08-18 at 06:01, Greg Lindstrom wrote: > Hello- > > I am setting up RT on a Windows 2000 server understand that I can configure > things so that my users can send an email to specific account -- say > support at novasyshealth.com -- and their email can be turned into a ticket > automatically. Is this correct? And if so, where is documentation showing > me how to set things up. I've been coding for 20 years but am new to system > administration, so please excuse my ignorance about this. Thanks for any > help you can provide. > > Greg Lindstrom (501) 975-4859 > NovaSys Health greg.lindstrom at novasyshealth.com > > "We are the music makers, and we are the dreamers of dreams" W.W. > > - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - > - - - - > This email and any attachments to it are privileged and confidential and are > intended solely for use of the individual or entity to which they are > addressed. If the reader of this message is not the intended recipient, any > use, distribution, or copying of this communication, or disclosure of all or > any part of its content to any other person, is strictly prohibited. If you > have received this communication in error, please notify the sender by > replying to this message and destroy this message and delete any copies held > in your electronic files. Thank you. > - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - > - - - - > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From rick.rezinas at qsent.com Wed Aug 18 13:30:03 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 18 Aug 2004 10:30:03 -0700 Subject: [rt-users] rt-mailgate with external authentication. In-Reply-To: <00cc01c48525$fa8c9d60$2e0011ac@elyw2k> References: <00cc01c48525$fa8c9d60$2e0011ac@elyw2k> Message-ID: <1092850203.27109.51.camel@cluck.qsent.com> I found a lot of problems with the NTLM plugin. I'm using the perl module Apache::AuthenSmb. For mailgate and admin users I have a local htpasswd. Here's my relevant configuration: If anyone notices flaws, please let me know! AuthType Basic AuthName "USE YOUR DOMAIN ACCOUNT LOG-ON" # next 5 lines to use NT domain authentication PerlAuthenHandler Apache::AuthenSmb PerlSetVar myPDC PerlSetVar myPDC PerlSetVar myDOMAIN # next 2 lines to use htpasswd file authentication AuthUserFile /usr/local/apache/conf/htpasswd.dat AuthGroupFile /dev/null # require valid-user # AllowOverride None AllowOverride AuthConfig Options Indexes ExecCGI FollowSymLinks MultiViews Order allow,deny Allow from all good luck! rick On Wed, 2004-08-18 at 06:19, Ely Zavin wrote: > Hi, > > I setup external authentication using apache NTLM module. > > Everything is working fine except the mail ticket submission. > > I configured my aliases file to use rt-mailgate and setup rt-mailgate > URL switch like http://user:password at hostname. > > Apache error.log file gives the following error: missing/corrupt NTLM > header. > > Is it any way to setup rt-mailgate with external apache > authentication? > > I will appreciate any help. > > Regards, > > Ely. > > > > ______________________________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From rick.rezinas at qsent.com Wed Aug 18 13:38:38 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 18 Aug 2004 10:38:38 -0700 Subject: [rt-users] RT 3.2.1 Home Page Configuration In-Reply-To: <40303051A9CCD61195C300508BB3574F048FF6AB@CAIZEXG001> References: <40303051A9CCD61195C300508BB3574F048FF6AB@CAIZEXG001> Message-ID: <1092850718.27067.60.camel@cluck.qsent.com> create a file in your local/html/Elements called MyRequests whose main contents are (use an Element from the share for a template) the following: <&|/Elements/TitleBox, title => loc("[_1] highest priority tickets I requested (that I don't own!)...", $rows) &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, OwnerName", Query => " Requestor = '".$session{'CurrentUser'}->EmailAddress."' AND ( Status = 'new' OR Status = 'open') AND Owner != '".$session{'CurrentUser'}->Id."' ", OrderBy => 'Priority', Order => 'DESC', ShowNavigation => 0, Rows => $rows &> <%init> my $rows = $RT::MyRequestsLength; (END) also, copy the .../share/html/Elements/MyReqests to local/html/Elements/ShowUnowned and copy share/html/index.html to local/html. You can edit that now to do ShowUnowned if you want...I think it's a pretty handy resource (if I could get other departments to take their tickets!). <& /Elements/MyTickets &>
<& /Elements/ShowUnowned &>
<& /Elements/MyRequests &> cheers rick On Wed, 2004-08-18 at 08:20, Mike Ridilla wrote: > Hello everyone, > > I just recently upgrade RT from 3.0.8 to 3.2.1 and I must say I'm > impressed. One little issue I have is that on the user's home page in > 3.0.8, it shows the "xx highest priority tickets I requested" while in > 3.2.1, the home page shows the "xx newest unowned tickets". I would > love for 3.2.1 to show the user's tickets they requested. Is there > any simple and easy way to do that? > > Thanks in Advance! > Mike Ridilla > > Sys Admin > Global Compliance Services > > ______________________________________________________________________ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Rick Rezinas Unix Systems Administrator Qsent, Inc. From rt at chaka.net Wed Aug 18 13:56:56 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 18 Aug 2004 13:56:56 -0400 Subject: [rt-users] People Section of Ticket does not display ccs and Admin ccs assigned from Queue In-Reply-To: References: Message-ID: <20040818175656.GS28862@chaka.net> I did this. First, we need to get Best Practical to apply the patch I submitted so that the callbacks are in place to make this easy. http://rt3.fsck.com/Ticket/Display.html?id=5407 (Or you can create a locla component.) Then create the callback component. /opt/rt3/local/html/Callbacks//Ticket/Elements/ShowPeople/Cc: <&|/l&>Queue Cc: <%$Ticket->QueueObj->CcAddresses%> <%ARGS> $Ticket => undef /opt/rt3/local/html/Callbacks//Ticket/Elements/ShowPeople/AdminCc: <&|/l&>Queue AdminCc: <%$Ticket->QueueObj->AdminCcAddresses%> <%ARGS> $Ticket => undef On Wed, Aug 18, 2004 at 05:24:47PM +1000, Bob.Conron at ap.ftid.com wrote: > > > > > This is not a bug as several versions of rt display the same feature. > > We are currently working on upgrading to rt 3.2.0 and are enjoying the new > ticket display changes.We were somewhat disappointed to find that the > people section of the ticket display does not show the cc s and admin ccs > that are assigned to a ticket by the queue definition as opposed to the ccs > and admin ccs assigned to the ticket at creation time. > > My users are requesting that they can see who are the predefined ccs and > admin ccs of each ticket in a queue both in the display of a ticket and at > creation time. Ideally we would like to create a multiple capable select > box of usernames or email addresses in the cc and admin cc fields at > ticket creation time with those defined by the queue assignment either > preselected or output as text so that users who are unfamiliar with the cc > and admin ccs assigned to queues can see the tickets. > > Has anyone modified rt to achieve any of these objectives? > > Thanks > > Bob > > Robert Conron > IT Manager - Asia Pacific > FT Interactive Data > > Phone: + 613 92492051 > Fax: + 613 92492099 > Email: bob.conron at ap.ftid.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From dmd at speakeasy.org Wed Aug 18 17:02:17 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 18 Aug 2004 14:02:17 -0700 (PDT) Subject: [rt-users] update all users at once - blank message Message-ID: List, Anyone know of a bug in RT that when one updated all tickets at once, to close multiple tickets, where the message that was entered into the comment is not sent? This is on a queue where comments are sent upon closing individual tickets. Thanks, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From niels=rt at bakker.net Wed Aug 18 17:03:29 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 18 Aug 2004 23:03:29 +0200 Subject: [rt-users] rt-mailgate with external authentication. In-Reply-To: <00cc01c48525$fa8c9d60$2e0011ac@elyw2k> References: <00cc01c48525$fa8c9d60$2e0011ac@elyw2k> Message-ID: <20040818210329.GX74928@snowcrash.tpb.net> * ely at txc.com (Ely Zavin) [Wed 18 Aug 2004, 15:20 CEST]: > I setup external authentication using apache NTLM module. > Everything is working fine except the mail ticket submission. LWP::UserAgent doesn't support NTLM authentication. You can configure /NoAuth/ to not require authentication (the mail-gateway script lives below here) as another poster noted, or perhaps work around authentication in another way; several options are available in Apache to selectively require authen- tication from clients. -- Niels. -- From dmd at speakeasy.org Wed Aug 18 17:28:10 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 18 Aug 2004 14:28:10 -0700 (PDT) Subject: [rt-users] update all users at once - blank message In-Reply-To: References: Message-ID: I'll elaborate my own ticket here. On my RT3 install, if you update all tickets at once, in a queue where the following scrip exists: On Resolve Notify Requestors with template Resolved and template Resolved has this: From: RT Ticket Queue Reply-To: RT Ticket Queue Subject: {$Ticket->Subject} { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->GotoFirstItem; while (my $Transaction = $Transactions->Next) { $resolution_comment = $Transaction->Content() if $Transaction->Type eq 'Comment'; } $OUT .= $resolution_comment; $OUT; } When you "update all tickets at once" to make them "resolved" and put in a comment, the mail gets sent, but there is no comment received by the Requestor, just a blank email. But instead of "update all tickets at once" when the regular ticket update is used, the comments entered are sent to the Requestor, they don't receive a blank email. I prowled the archives hosted at http://gossamer-threads.com/lists/rt but saw no mention at all of this ... so the prob might be on my local install; any ideas where to look or what to confirm or change? thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 18 Aug 2004, Dave Dennis wrote: > List, > > Anyone know of a bug in RT that when one updated all tickets at once, to close > multiple tickets, where the message that was entered into the comment is not > sent? > > This is on a queue where comments are sent upon closing individual tickets. > > Thanks, > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From anner at blast.com Wed Aug 18 16:18:47 2004 From: anner at blast.com (::GOVERNMENT::) Date: Thu, 19 Aug 2004 04:18:47 +0800 Subject: [rt-users] JOIN FREE!1 DOWNLINE , EARN 27 POUND STERLING Message-ID: <026301c48560$93338bc0$987a063d@user> JUICE pays commission to YOU every week. Transform your dialup to faster than broadband and ADSL speeds Any PC or Mac with 9,600kbps modem upwards can use JUICE Revolutionary unique technology. Easy to install and simple to use Works with any internet connection and modem in any country No cabling, engineers and no need to alter you PC No contract or fees ever.. Guaranteed! The ONLY alternative to broadband and it's for FREE! It costs nothing. Zero! Zip! Nada! It's FREE! What are you waiting for? Juice up your connection right now! This site is operated by affiliate apb9kfa http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa What's the deal? There are over 300 million people on the Internet and probably 99% of them would use JUICE if they knew it existed. Just as an example, in the UK, there are: a.. 12 million Internet homes. b.. 79% of UK homes are using dialup. c.. 18% of UK homes are using broadband. d.. How many of the dialup homes do you think are unhappy with their connection speed?. e.. Over 10 million households have a need for JUICE in the UK alone. f.. Now calculate the business from all the other countries of the world and add up your possible commission. JUICE gives surfers what they want. It is a perfect product that solves supply and demand. You have something that surfers would use - they just have to find out it's available. Your job is to go and promote the service any way you know how and send people to this site to EARN a commission when they connect to our service. In fact you will be your own first customer and each of your referrals will join too. YOU can earn a lot of money very easily. We will pay YOU ?27.00 GBP for every surfer that connects to the JUICE service plus a further ?1.78 GBP for each surfer your referrals sign up. How do I get paid? When you sign up to become an affiliate with JUICE you complete an application form. The form contains instructions on how to set up how we pay you. The options are : 1. Bank transfer to any bank account world wide 2. Cheque/check mailed to any country world wide 3. PayPal Payments can be made in any of the following currencies: a.. AUD-Australian Dollar b.. CAD-Canadian Dollar c.. CHF-Swiss Franc d.. DKK-Danish Krone e.. EUR-Euro f.. GBP-Sterling g.. HKD-Hong Kong Dollar h.. JPY-Japanese Yen i.. NOK-Norwegian Krone j.. NZD-New Zealand Dollar k.. PHP-Philippine Peso l.. SAR-Saudi Riyal m.. SEK-Swedish Krona n.. SGD-Singapore Dollar o.. USD-US Dollar p.. ZAR-South African Rand The floor limit for paying out your commission is equal to one override payment before JUICE pays out, therefore we guarantee that you get paid immediately. JUICE pays commission to YOU every week. FREE FASTER than broadband connection.... PLUS no more Internet bills or call charges, ever again. Upgrade your existing slower connection and benefit from its increased speed for FREE. FASTER than broadband is 4 times quicker than your existing broadband connection and 40 times faster than dial-up, however the best thing is it's totally FREE and available via any telephone line worldwide. It is revolutionising the way millions of people are connecting to the Internet. It is unique and takes 1 minute to install and is very easy to use. link http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa Quote password ID: apb9kfa and then click "GET JUICE" Regards, -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: areyougetting_img.gif Type: image/gif Size: 682 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: bullet_point_arrow.gif Type: image/gif Size: 302 bytes Desc: not available URL: From anner at blast.com Wed Aug 18 16:18:47 2004 From: anner at blast.com (::GOVERNMENT::) Date: Thu, 19 Aug 2004 04:18:47 +0800 Subject: [rt-users] JOIN FREE!1 DOWNLINE , EARN 27 POUND STERLING Message-ID: <026301c48560$93338bc0$987a063d@user> An embedded and charset-unspecified text was scrubbed... Name: not available URL: -------------- next part -------------- An embedded message was scrubbed... From: "::GOVERNMENT::" Subject: [rt-users] JOIN FREE!1 DOWNLINE , EARN 27 POUND STERLING Date: Thu, 19 Aug 2004 04:18:47 +0800 Size: 20695 URL: From ronan at iol.ie Thu Aug 19 07:05:01 2004 From: ronan at iol.ie (Ronan Mullally) Date: Thu, 19 Aug 2004 12:05:01 +0100 (BST) Subject: [rt-users] CustomCondition Scrip question Message-ID: Hi, I've just started running RT3. As a first venture into custom scrips I decided to try something easy, but have hit a brick wall pretty quickly. I'm trying to write a scrip that does the following: On Owner Change if new owner != person making the change Notify Owner As I understand it I need to put some custom code in the 'Custom Condition' box. As far as I can see, the person making the change is $TransactionObj->CreatorObj->Id, but I can't figure out how to determine who the new owner is. Any ideas? -Ronan ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From ronny.pettersen at edb.com Thu Aug 19 06:52:40 2004 From: ronny.pettersen at edb.com (ronny.pettersen at edb.com) Date: Thu, 19 Aug 2004 12:52:40 +0200 Subject: [rt-users] Attachments with international characters (Intern) Message-ID: <396B51785F9A0F4588DD7F6D42D5933B0101CD0E@TNS-FBU-2E-003.corp.telenor.no> RT 3.2.1 does not handle attachments with international characters (also RT 3.0.11). The following part of a MIME mail does not show up in "Attachments", but I am able to download it (and open it as long as I know what format the file have .doc .xls etc). The download link is displayed as " Download(untitled) "filename 570b ". ------_=_NextPart_001_01C47F8E.A445DC94 Content-Type: application/msword; name="=?iso-8859-1?Q?Filename_with_norwegian_characters_=E6=F8=E5=2Edoc?=" Content-Transfer-Encoding: base64 Content-Description: =?iso-8859-1?Q?Filename_with_norwegian_characters_=E6=F8=E5=2Edoc?= Content-Disposition: attachment; filename="=?iso-8859-1?Q?Filename_with_norwegian_characters_=E6=F8=E5=2Edoc?=" 0M8R4KGxGuEAAAAAAAAAAAAAAAAAAAAAPgADAP7/CQAGAAAAAAAAAAAAAAABAAAAMQAAAAAAAAAA YXJ0amVuZXN0ZSBmb3IgYXV0b21hdGlza2UgYm9tc3Rhc2pvbmVyAAwQAAACAAAAHgAAAAcAAABU ------_=_NextPart_001_01C47F8E.A445DC94-- These headers need to be parsed in the same way the mail headers are (Subject: ). Environment: Linux (Fedora Core 1) Perl 5.8.3 Apache 2.0.49 RT 3.2.1 as FastCGI Have anyone else seen this, and know how this could be solved? Regards Ronny Pettersen From rpaskowitz at michener.ca Thu Aug 19 08:46:14 2004 From: rpaskowitz at michener.ca (Robert Paskowitz) Date: Thu, 19 Aug 2004 08:46:14 -0400 Subject: [rt-users] JOIN FREE!1 DOWNLINE , EARN 27 POUND STERLING Message-ID: Now seems like as good a time as any to discuss how we keep spam from hitting our RTs and filling tickets... >>> "::GOVERNMENT::" 08/19/04 01:21 AM >>> JUICE pays commission to YOU every week. Transform your dialup to faster than broadband and ADSL speeds Any PC or Mac with 9,600kbps modem upwards can use JUICE Revolutionary unique technology. Easy to install and simple to use Works with any internet connection and modem in any country No cabling, engineers and no need to alter you PC No contract or fees ever.. Guaranteed! The ONLY alternative to broadband and it's for FREE! It costs nothing. Zero! Zip! Nada! It's FREE! What are you waiting for? Juice up your connection right now! This site is operated by affiliate apb9kfa http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa What's the deal? There are over 300 million people on the Internet and probably 99% of them would use JUICE if they knew it existed. Just as an example, in the UK, there are: a.. 12 million Internet homes. b.. 79% of UK homes are using dialup. c.. 18% of UK homes are using broadband. d.. How many of the dialup homes do you think are unhappy with their connection speed?. e.. Over 10 million households have a need for JUICE in the UK alone. f.. Now calculate the business from all the other countries of the world and add up your possible commission. JUICE gives surfers what they want. It is a perfect product that solves supply and demand. You have something that surfers would use - they just have to find out it's available. Your job is to go and promote the service any way you know how and send people to this site to EARN a commission when they connect to our service. In fact you will be your own first customer and each of your referrals will join too. YOU can earn a lot of money very easily. We will pay YOU ?27.00 GBP for every surfer that connects to the JUICE service plus a further ?1.78 GBP for each surfer your referrals sign up. How do I get paid? When you sign up to become an affiliate with JUICE you complete an application form. The form contains instructions on how to set up how we pay you. The options are : 1. Bank transfer to any bank account world wide 2. Cheque/check mailed to any country world wide 3. PayPal Payments can be made in any of the following currencies: a.. AUD-Australian Dollar b.. CAD-Canadian Dollar c.. CHF-Swiss Franc d.. DKK-Danish Krone e.. EUR-Euro f.. GBP-Sterling g.. HKD-Hong Kong Dollar h.. JPY-Japanese Yen i.. NOK-Norwegian Krone j.. NZD-New Zealand Dollar k.. PHP-Philippine Peso l.. SAR-Saudi Riyal m.. SEK-Swedish Krona n.. SGD-Singapore Dollar o.. USD-US Dollar p.. ZAR-South African Rand The floor limit for paying out your commission is equal to one override payment before JUICE pays out, therefore we guarantee that you get paid immediately. JUICE pays commission to YOU every week. FREE FASTER than broadband connection.... PLUS no more Internet bills or call charges, ever again. Upgrade your existing slower connection and benefit from its increased speed for FREE. FASTER than broadband is 4 times quicker than your existing broadband connection and 40 times faster than dial-up, however the best thing is it's totally FREE and available via any telephone line worldwide. It is revolutionising the way millions of people are connecting to the Internet. It is unique and takes 1 minute to install and is very easy to use. link http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa Quote password ID: apb9kfa and then click "GET JUICE" Regards, From steveg at lsli.com Thu Aug 19 10:43:10 2004 From: steveg at lsli.com (Steve Greenland) Date: Thu, 19 Aug 2004 09:43:10 -0500 Subject: [rt-users] Correspondence scrip help In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F8DC@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F8DC@CPMAL00.corpnet.p1.local> Message-ID: <20040819144310.GA15047@lsli.com> On Tue, Aug 17, 2004 at 04:24:34PM -0700, Jonathan Chen wrote: > I am wondering if there is any way to resolve RT action when TECH-1 > resolves a ticket with correspondence it will not send out 2 emails to > the requestor. The 1st email says the ticket is resolved and the other > is basically the same message but using the correspondence template > instead of the resolved template. > > I tried to use the code below to resolve my issue but its not working > because RT sends out the email before my custom action can check if > the new ticket value is resolved or not. I believe my scrip would work > if status changed to resolve was done before correspondence. Is there > any way to fix this? Disable the script "On Resolve..." and modify the interface so that the "resolve" link defaults to Correspond rather than Comment? Steve -- "Outlook not so good." That magic 8-ball knows everything! I'll ask about Exchange Server next. -- (Stolen from the net) From jcrocker at arsenaldigital.com Thu Aug 19 10:34:42 2004 From: jcrocker at arsenaldigital.com (Jason Crocker) Date: Thu, 19 Aug 2004 10:34:42 -0400 Subject: [rt-users] POP/SMTP Message-ID: I was reading through the list archives but I couldn't find anything about smtp. I know how to retrieve POP mail using the POP3Mailgate, but is there a way to send mail using smtp (with authentication)? Thanks! Jason -------------- next part -------------- An HTML attachment was scrubbed... URL: From steveg at lsli.com Thu Aug 19 10:51:21 2004 From: steveg at lsli.com (Steve Greenland) Date: Thu, 19 Aug 2004 09:51:21 -0500 Subject: [rt-users] CustomCondition Scrip question In-Reply-To: References: Message-ID: <20040819145121.GB15047@lsli.com> On Thu, Aug 19, 2004 at 12:05:01PM +0100, Ronan Mullally wrote: > Hi, > > I've just started running RT3. As a first venture into custom scrips I > decided to try something easy, but have hit a brick wall pretty quickly. > > I'm trying to write a scrip that does the following: > > On Owner Change > if new owner != person making the change > Notify Owner The standard script condition and Action should work exactly like this, as RT by default doesn't send mail to the person doing the transaction. Have you perhaps set Set($NotifyActor, 1); in your RT_{Site}Config.pm? Steve -- "Outlook not so good." That magic 8-ball knows everything! I'll ask about Exchange Server next. -- (Stolen from the net) From amoore at examinetics.com Thu Aug 19 10:52:08 2004 From: amoore at examinetics.com (Andrew Moore) Date: Thu, 19 Aug 2004 09:52:08 -0500 Subject: [rt-users] Statistics for "Time Worked" Message-ID: <20040819145208.GD8142@ganymede> I have installed the RT3 Statistics package and have found the reports included in it to be helpful. I am interested in also having a few reports which give data from the "Time Worked" fields on tickets. For instance, how much time was worked on tickets in this queue per day, or how much time was worked on tickets in this queue which were closed on each day. I didn't see anything like that in the current reports, and before I start hacking something together for it, I thought I'd check to see if anyone had already put together anything that may be useful for me. If you have a report like I described, or any helpful suggestions on putting one together, I'd love to hear about them. Oh yeah - I stuck a line about this on the stats "wish list" and will do what I can to contribute anything I hack together back to the stats package. Thanks! -Andy From keith at midnighthax.com Thu Aug 19 10:37:20 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Thu, 19 Aug 2004 15:37:20 +0100 Subject: [rt-users] Assigning users to groups or rights to user Message-ID: <20040819153720.015eaf03@zaphod.rg2.tiger-computing.com> Just installed RT 3.2.1, and have created one additional user (Configuration, Users, New user). However, I don't seem to be able to assign any rights to that user, or to be able to add that user to group. When I display the user (heading "Modify the user XXXXX"), on the left in the menu bar is the user's name with "Basics" underneath it, but no other subheadings under the user's name. I've also created a group (Configuration, Groups, New group), but I can't add users to it. If I display the group, the menu bar on the left has the group name with (among other things) "members" on it. Click on members, and I have the "add members" screen, but the only user listed is root, not the one I created above. Sorry if I've done something silly, but I can't see to move past this point. Thanks for any help. Keith From wash at wananchi.com Thu Aug 19 11:33:31 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Thu, 19 Aug 2004 18:33:31 +0300 Subject: [rt-users] Getting email to create a ticket In-Reply-To: <0FDFC33E89EC734387E0359C1662EFB50B0A244D@mail.admin.wpi.edu> References: <0FDFC33E89EC734387E0359C1662EFB50B0A244D@mail.admin.wpi.edu> Message-ID: <20040819153331.GA2447@ns2.wananchi.com> * Brelsfoard, Alex [20040817 18:41]: wrote: > Quick question. If the name of the queue is more than one word (in other > words containing white space) should I use quotes? Or will it be fine on its > own? I think so, but I have no experience with queue names with spaces. I use a single word naming scheme. cheers - wash +----------------------------------+-----------------------------------------+ Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | . 1ere Etage, Loita Hse, Loita St., | GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | +---------------------------------+------------------------------------------+ "Oh My God! They killed init! You Bastards!" --from a /. post From rch at acidpit.org Thu Aug 19 11:34:04 2004 From: rch at acidpit.org (Rob Hough) Date: Thu, 19 Aug 2004 11:34:04 -0400 Subject: [rt-users] Templates Message-ID: <20040819153404.GA37765@acidpit.org> I'm looking to customize some of the templates. I'm trying to find a list of all the available variables that I can use. Does such a list exist? -- Robert Hough (rch at acidpit.org) From JChen at paymentone.com Thu Aug 19 11:42:01 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 19 Aug 2004 08:42:01 -0700 Subject: [rt-users] Correspondence scrip help Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8E7@CPMAL00.corpnet.p1.local> Steve, Thanks for your attempted help. It still does not solve the problem because on some cases its best to use "comment" resolve instead of correspond resolve when dealing with a client. If someone can give me FAT clue as to how to go about it would be great. I would not ask the question on this list if I had any idea of how to proceed with problem. -Jonathan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Greenland Sent: Thursday, August 19, 2004 7:43 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Correspondence scrip help On Tue, Aug 17, 2004 at 04:24:34PM -0700, Jonathan Chen wrote: > I am wondering if there is any way to resolve RT action when TECH-1 > resolves a ticket with correspondence it will not send out 2 emails to > the requestor. The 1st email says the ticket is resolved and the other > is basically the same message but using the correspondence template > instead of the resolved template. > > I tried to use the code below to resolve my issue but its not working > because RT sends out the email before my custom action can check if > the new ticket value is resolved or not. I believe my scrip would work > if status changed to resolve was done before correspondence. Is there > any way to fix this? Disable the script "On Resolve..." and modify the interface so that the "resolve" link defaults to Correspond rather than Comment? Steve -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From ronan at iol.ie Thu Aug 19 11:35:48 2004 From: ronan at iol.ie (Ronan Mullally) Date: Thu, 19 Aug 2004 16:35:48 +0100 (BST) Subject: [rt-users] Getting email to create a ticket In-Reply-To: <20040819153331.GA2447@ns2.wananchi.com> References: <0FDFC33E89EC734387E0359C1662EFB50B0A244D@mail.admin.wpi.edu> <20040819153331.GA2447@ns2.wananchi.com> Message-ID: Spaces work - I've got the following in my aliases file: uk-support: .../rt-mailgate --queue 'uk support' ... -Ronan On Thu, 19 Aug 2004, Odhiambo Washington wrote: > * Brelsfoard, Alex [20040817 18:41]: wrote: > > Quick question. If the name of the queue is more than one word (in other > > words containing white space) should I use quotes? Or will it be fine on its > > own? > > I think so, but I have no experience with queue names with spaces. I use > a single word naming scheme. > > > cheers > - wash > +----------------------------------+-----------------------------------------+ > Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) | > . 1ere Etage, Loita Hse, Loita St., | > GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI | > GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 | > +---------------------------------+------------------------------------------+ > "Oh My God! They killed init! You Bastards!" > --from a /. post > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email ______________________________________________________________________ From hwagener at hamburg.fcb.com Thu Aug 19 11:55:37 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 19 Aug 2004 17:55:37 +0200 Subject: [rt-users] Getting email to create a ticket In-Reply-To: <0FDFC33E89EC734387E0359C1662EFB50B0A244D@mail.admin.wpi.edu> References: <0FDFC33E89EC734387E0359C1662EFB50B0A244D@mail.admin.wpi.edu> Message-ID: <36B6393A-F1F8-11D8-BE14-003065DC18B8@hamburg.fcb.com> Am 17.08.2004 um 17:39 schrieb Brelsfoard, Alex: > Quick question. If the name of the queue is more than one word (in > other > words containing white space) should I use quotes? Or will it be fine > on its > own? > > --Alex > Spaces in queue names work mostly, but I don't think it's guaranteed to work. The exim4 transport stuff for RT3 breaks on spaces in queue names, for example. Regards, Harald From gpurcell at openharbor.com Thu Aug 19 12:45:54 2004 From: gpurcell at openharbor.com (Guy B. Purcell) Date: Thu, 19 Aug 2004 09:45:54 -0700 Subject: [rt-users] Assigning users to groups or rights to user In-Reply-To: <20040819153720.015eaf03@zaphod.rg2.tiger-computing.com> References: <20040819153720.015eaf03@zaphod.rg2.tiger-computing.com> Message-ID: <3CCE9F48-F1FF-11D8-A178-000393030F62@openharbor.com> On Aug 19, 2004, at 07:37, Keith Edmunds wrote: > When I display the user (heading "Modify the user XXXXX"), on the left > in > the menu bar is the user's name with "Basics" underneath it, but no > other > subheadings under the user's name. This is normal. > I've also created a group (Configuration, Groups, New group), but I > can't > add users to it. If I display the group, the menu bar on the left has > the > group name with (among other things) "members" on it. Click on > members, and > I have the "add members" screen, but the only user listed is root, not > the > one I created above. I'll bet you forgot to check the "Let this user be granted rights" box on the new user's setup page. Return to that Basics link for this user & check that box. -Guy From steveg at lsli.com Thu Aug 19 13:56:44 2004 From: steveg at lsli.com (Steve Greenland) Date: Thu, 19 Aug 2004 12:56:44 -0500 Subject: [rt-users] Correspondence scrip help In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F8E7@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F8E7@CPMAL00.corpnet.p1.local> Message-ID: <20040819175644.GB21016@lsli.com> On Thu, Aug 19, 2004 at 08:42:01AM -0700, Jonathan Chen wrote: > Thanks for your attempted help. It still does not solve the problem > because on some cases its best to use "comment" resolve instead of > correspond resolve when dealing with a client. > > If someone can give me FAT clue as to how to go about it would be > great. I would not ask the question on this list if I had any idea of > how to proceed with problem. > The trouble is that you're dealing with two distinct transactions. Sounds like your "on resolve" script will need to look at the previous transaction, and then bail out if that transaction was a "correspond", but not if it was a "comment". (Nope, don't have the code to do that, but the http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail shows how to iterate through transactions...) Steve -- "Outlook not so good." That magic 8-ball knows everything! I'll ask about Exchange Server next. -- (Stolen from the net) From alexb at WPI.EDU Thu Aug 19 14:20:28 2004 From: alexb at WPI.EDU (Brelsfoard, Alex) Date: Thu, 19 Aug 2004 14:20:28 -0400 Subject: [rt-users] Getting email to create a ticket Message-ID: <0FDFC33E89EC734387E0359C1662EFB50B9D077E@mail.admin.wpi.edu> Thanks all for your help. I've managed to get it working thanks to all your help! I really appreciate all the help. Sidenote: I've noticed attachments sent in emails in RTF do not get processed. Currently I'm wokring on converting all incoming mail to rt to plain text through use of a perl script. But if any of you know an easier way I'd be plenty happy to hear your thoughts. Thanks again. --Alex Alex Brelsfoard Web Applications Developer Web Development Office Worcester Polytechnic Institute 508-831-6147 alexb at wpi.edu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Harald Wagener Sent: Thursday, August 19, 2004 11:56 AM To: 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Getting email to create a ticket Am 17.08.2004 um 17:39 schrieb Brelsfoard, Alex: > Quick question. If the name of the queue is more than one word (in > other words containing white space) should I use quotes? Or will it > be fine on its own? > > --Alex > Spaces in queue names work mostly, but I don't think it's guaranteed to work. The exim4 transport stuff for RT3 breaks on spaces in queue names, for example. Regards, Harald _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From anner at blast.com Thu Aug 19 13:48:50 2004 From: anner at blast.com (com) Date: Fri, 20 Aug 2004 01:48:50 +0800 Subject: [rt-users] ONLY 4 DAYS.......DO U WANT YOUR MONEY BE LIKE THIS..... Message-ID: <02fd01c48614$cac6a360$f062063d@user> ONLY 4 DAYS.......DO U WANT YOUR MONEY BE LIKE THIS!!!! ?1754.04 GBP = 29,623,787.00 RUPIAH = RM12,149.00 JUICE pays commission to YOU every week JOIN FREE ! 1 DOWNLINE , EARN 27 POUND STERLING FREE BROADBAND & EARN MONEY EVERY 7 DAYS http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa Affiliate User ID apb9kfa Date Joined 08-15-2004 These Stats Cover Week Starting 08-15-2004 Ending 08-18-2004 MY PERSONAL TRAFFIC Total Number Of Surfers Arrived From Your Banner/s This Week 337 Overall Total Of Surfers Arrived From Your Banner/s Since You Joined Up 337 MY PERSONAL REFERRALS Total No. Affiliates Referred Personally This Week 58 Out Of Total This Is The No. That Arrived VIA My Banner/s 36 Out Of Total This Is The No. That Arrived *Not* VIA My Banner 22 Total No. Affiliates Referred Personally Since I Joined So Far 58 MY DOWNLINE'S REFERRALS Total No. Affiliates My Downline Referred into my Whole Group this Week (Not inc. 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My Personal Referrals above) 318 MY PERSONAL JUICE CUSTOMER COMMISSION @ ?27GBP PER CONNECTION TOTAL PERSONAL CONNECTION COMMISSION DUE FOR THIS WEEK ?1188 GBP OVERALL TOTAL PERSONAL CONNECTION COMMISSION PAYABLE SINCE I JOINED SO FAR ?1188 GBP MY DOWNLINE'S JUICE CUSTOMER CONNECTION OVERRIDES @ ?1.78 PER CONNECTION TOTAL OVERRIDE CONNECTION COMMISSION FROM MY DOWNLINE DUE FOR THIS WEEK ?566.04 GBP OVERALL TOTAL OVERRIDE CONNECTION COMMISSION FROM MY DOWNLINE SINCE I JOINED, PAYABLE SO FAR ?566.04 GBP MY TOTALS TOTAL AMOUNT OWED THIS WEEK (BOTH PERSONAL & DOWNLINE OVERRIDES) ?1754.04 GBP OVERALL TOTAL AMOUNT OF COMMISSION (BOTH PERSONAL & DOWNLINE OVERRIDES) PAYABLE SINCE I JOINED ?1754.04 GBP ?1754.04 GBP = 29,623,787.00 RUPIAH = RM12,149.00 http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa What's the deal? There are over 300 million people on the Internet and probably 99% of them would use JUICE if they knew it existed. Just as an example, in the UK, there are: a.. 12 million Internet homes. b.. 79% of UK homes are using dialup. c.. 18% of UK homes are using broadband. d.. How many of the dialup homes do you think are unhappy with their connection speed?. e.. Over 10 million households have a need for JUICE in the UK alone. f.. Now calculate the business from all the other countries of the world and add up your possible commission. JUICE gives surfers what they want. It is a perfect product that solves supply and demand. You have something that surfers would use - they just have to find out it's available. Your job is to go and promote the service any way you know how and send people to this site to EARN a commission when they connect to our service. In fact you will be your own first customer and each of your referrals will join too. YOU can earn a lot of money very easily. We will pay YOU ?27.00 GBP for every surfer that connects to the JUICE service plus a further ?1.78 GBP for each surfer your referrals sign up. How do I get paid? When you sign up to become an affiliate with JUICE you complete an application form. The form contains instructions on how to set up how we pay you. The options are : 1. Bank transfer to any bank account world wide 2. Cheque/check mailed to any country world wide 3. PayPal Payments can be made in any of the following currencies: a.. AUD-Australian Dollar b.. CAD-Canadian Dollar c.. CHF-Swiss Franc d.. DKK-Danish Krone e.. EUR-Euro f.. GBP-Sterling g.. HKD-Hong Kong Dollar h.. JPY-Japanese Yen i.. NOK-Norwegian Krone j.. NZD-New Zealand Dollar k.. PHP-Philippine Peso l.. SAR-Saudi Riyal m.. SEK-Swedish Krona n.. SGD-Singapore Dollar o.. USD-US Dollar p.. ZAR-South African Rand The floor limit for paying out your commission is equal to one override payment before JUICE pays out, therefore we guarantee that you get paid immediately. JUICE pays commission to YOU every week. FREE FASTER than broadband connection.... PLUS no more Internet bills or call charges, ever again. Upgrade your existing slower connection and benefit from its increased speed for FREE. FASTER than broadband is 4 times quicker than your existing broadband connection and 40 times faster than dial-up, however the best thing is it's totally FREE and available via any telephone line worldwide. It is revolutionising the way millions of people are connecting to the Internet. It is unique and takes 1 minute to install and is very easy to use. link http://www.juiceboosted.com/index.php?RequestId=2&Id=apb9kfa Quote password ID: apb9kfa and then click "GET JUICE" Regards, -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: bottomleft_img.gif Type: image/gif Size: 76 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: bottomright_img.gif Type: image/gif Size: 76 bytes Desc: not available URL: From keith at midnighthax.com Thu Aug 19 18:29:20 2004 From: keith at midnighthax.com (Keith Edmunds) Date: Thu, 19 Aug 2004 23:29:20 +0100 Subject: [rt-users] Assigning users to groups or rights to user In-Reply-To: <3CCE9F48-F1FF-11D8-A178-000393030F62@openharbor.com> References: <20040819153720.015eaf03@zaphod.rg2.tiger-computing.com> <3CCE9F48-F1FF-11D8-A178-000393030F62@openharbor.com> Message-ID: <20040819232920.7ebf7b82@zaphod.rg2.tiger-computing.com> On Thu, 19 Aug 2004 09:45:54 -0700 "Guy B. Purcell" wrote: > I'll bet you forgot to check the "Let this user be granted rights" box > on the new user's setup page. Return to that Basics link for this user > & check that box. Thanks to Guy and everyone else who pointed me in the right way - all working now. A little feedback: I did, at one stage, check that box, but the information message said, "Privileged status: That user is now privileged". To me, "privileged" - rightly or wrongly - means root access, admin rights, that kind of thing, so I removed the "privileged status". Maybe a change of terminology would be appropriate? Thanks again for the quick and accurate help. Keith From tomas.olaj at usit.uio.no Fri Aug 20 04:40:03 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Fri, 20 Aug 2004 10:40:03 +0200 (CEST) Subject: [rt-users] RT password fields and logout when using LDAPauth Message-ID: Hi, After successfully setting up Apache to LDAP authenticate for RT, we experience that this solution may not work for our purpose. We want anyway to use LDAP to sentralize passwords at our university for our internal users (students and employees). However, I notice that it could be a security problem when the user cannot use the logout link in RT to terminate the session. In Internet Explorer, You have to empty the cache. This option disappears when letting Apache do the authentication through LDAP. The requestors should use a common terminal to check their requests. The above solution will work for internal LDAP registered users. But typically, an University has also external people (guest students, customers, etc.) which is not registered into the internal university LDAP server or has a university e-mail address. When they send requests, their e-mail address will normaly be used as their username by RT. They need to get a randomized password sent back by RT (as with other ticket systems), and they need to logon. LDAP authentication of internal users prevent that. External users also need to change their password, which their not allowed when LDAP-auth is enabled (that's also understandable since LDAP-user passwords are stored centraly). Even so, mail from external users won't be accepted by RT, since rt-mailgate sends it to Apache for authentication. I guess a solution would be to use RT's main login page, and hack the internal RT source code handling authentication of users in the database to also accept LDAP users from a trusted directory server. Someone has earlier said that RT does not support LDAP, but are there anyone out there who has hacked the code for this purpose? If not, we are thinking about doing that. Leting Apache do the authentication is actually not always desireable. We have potensialy over 50.000 users (internal and external users). We have to set up multiple instances as there are descibed at Wiki. Is there a way to move a request from one instance to another externaly, in the same way you move a request from one queue to another queue in the same instance (e.g. not forwarding e-mails)? I've heard that it was possible. I don't know. :) regards, Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From Martin.Moehrle at saf-ag.com Fri Aug 20 05:30:10 2004 From: Martin.Moehrle at saf-ag.com (=?iso-8859-1?Q?=22M=F6hrle=2C_Martin=22?=) Date: Fri, 20 Aug 2004 11:30:10 +0200 Subject: [rt-users] html mail content Message-ID: Hello out there, we are running RT 3.0.11 on debian with Apache 1.3 and mod_perl 1.x. The System is set up and running fine. There is one question: What do I have to do to get rt3 to understand html in emails or via webinterface? Is it a configuration issue? Thanks in advance. Martin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jonas.lindvall at alltele.se Fri Aug 20 06:40:00 2004 From: jonas.lindvall at alltele.se (Jonas Lindvall (AllTele)) Date: Fri, 20 Aug 2004 12:40:00 +0200 Subject: [rt-users] When sending E-mails from a php webform References: Message-ID: <006201c486a2$0be72c60$3708a8c0@alltele.se> Is there any way to get RT to understand the Custom Field values?? So that I can define them? //Jonas Lindvall From jesse at bestpractical.com Fri Aug 20 07:37:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 20 Aug 2004 13:37:32 +0200 Subject: [rt-users] Attachments with international characters (Intern) In-Reply-To: <396B51785F9A0F4588DD7F6D42D5933B0101CD0E@TNS-FBU-2E-003.corp.telenor.no> References: <396B51785F9A0F4588DD7F6D42D5933B0101CD0E@TNS-FBU-2E-003.corp.telenor.no> Message-ID: <5341FF7D-F29D-11D8-91BA-000A95AE249E@bestpractical.com> On Aug 19, 2004, at 12:52 PM, wrote: > RT 3.2.1 does not handle attachments with international characters > (also RT 3.0.11). > The following part of a MIME mail does not show up in "Attachments", > but I am able > to download it (and open it as long as I know what format the file > have .doc .xls etc). > The download link is displayed as " Download(untitled) "filename 570b > ". Ah. So the issue isn't actually that RT doesn't handle messages with international characters, but that we only process the message headers for international characters and MIME::Tools doesn't do smart things on our behalf :/ I wonder if Email::MIME handles it better. Jesse > ------_=_NextPart_001_01C47F8E.A445DC94 > Content-Type: application/msword; > > name="=?iso-8859-1?Q? > Filename_with_norwegian_characters_=E6=F8=E5=2Edoc?=" > Content-Transfer-Encoding: base64 > Content-Description: > =?iso-8859-1?Q?Filename_with_norwegian_characters_=E6=F8=E5=2Edoc?= > Content-Disposition: attachment; > > filename="=?iso-8859-1?Q? > Filename_with_norwegian_characters_=E6=F8=E5=2Edoc?=" > > 0M8R4KGxGuEAAAAAAAAAAAAAAAAAAAAAPgADAP7/ > CQAGAAAAAAAAAAAAAAABAAAAMQAAAAAAAAAA > YXJ0amVuZXN0ZSBmb3IgYXV0b21hdGlza2UgYm9tc3Rhc2pvbmVyAAwQAAACAAAAHgAAAAc > AAABU > > ------_=_NextPart_001_01C47F8E.A445DC94-- > > These headers need to be parsed in the same way the mail headers are > (Subject: ). > > Environment: > Linux (Fedora Core 1) > Perl 5.8.3 > Apache 2.0.49 > RT 3.2.1 as FastCGI > > Have anyone else seen this, and know how this could be solved? > > > Regards > Ronny Pettersen > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From alex at longhill.brighton-hove.sch.uk Fri Aug 20 10:32:05 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Fri, 20 Aug 2004 15:32:05 +0100 Subject: [rt-users] Upgrade from 3.0.5 to 3.2.1 breaks Mozilla based browsers Message-ID: <74A42BEEBFCE024C95082F9FCCEC40D30215D31C@mcmail.mail.longhill.brighton-hove.sch.uk> Hi Since upgrading to 3.2.1 from 3.0.5, users of Mozilla based browsers are asked to re-authenticate between every page load. The problem does not seem to affect Internet Explorer. Any ideas how I can fix this? Cheers -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From kfh at mqsoftware.com Fri Aug 20 10:51:40 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 20 Aug 2004 09:51:40 -0500 Subject: [rt-users] Upgrade from 3.0.5 to 3.2.1 breaks Mozilla based browsers Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C4F3@mailservermn.mqsoftware.com> Alex, I don't know if this is the same issue, but I had something like this happen when I upgrade a different tool. To fix it, I had each user remove all saved cookies for the webserver where the tool was running, and the problem went away. Worth a shot, anyway.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Alexander Harrington > Sent: Friday, August 20, 2004 9:32 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Upgrade from 3.0.5 to 3.2.1 breaks Mozilla based > browsers > > Hi > > Since upgrading to 3.2.1 from 3.0.5, users of Mozilla based browsers are > asked to re-authenticate between every page load. The problem does not > seem to affect Internet Explorer. > > Any ideas how I can fix this? > > Cheers > > -- > Alex Harrington - IT Support, Longhill High School > > t: 01273 304086 | e: alex at longhill.org.uk > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From joseph85750 at yahoo.com Fri Aug 20 11:26:22 2004 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Fri, 20 Aug 2004 08:26:22 -0700 (PDT) Subject: [rt-users] user priv strange behavior Message-ID: <20040820152622.13269.qmail@web13122.mail.yahoo.com> I'm using RT 2.0.15 with MySql Ver 11.18 Distrib 3.23.54 Yesterday I had a user complain that their options after logging in looked different. I verified and found that somehow their rights had been removed. The checkbox on the: "Let this user be granted rights" was gone. I checked the box, saved, and he was fine. Today, I had another user with the same issue. I searched all my users and found several with the same issue. Is there some process that automatically removes rights with inactivity? Or is something else responsible? There are users that I know for sure have not accessed RT in a while, and they were not affected. So the "inactivity" theory isn't looking too good. __________________________________ Do you Yahoo!? Yahoo! Mail - 50x more storage than other providers! http://promotions.yahoo.com/new_mail From alex at longhill.brighton-hove.sch.uk Fri Aug 20 12:43:48 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Fri, 20 Aug 2004 17:43:48 +0100 Subject: [rt-users] Upgrade from 3.0.5 to 3.2.1 breaks Mozilla based browsers Message-ID: <74A42BEEBFCE024C95082F9FCCEC40D302231A1A@mcmail.mail.longhill.brighton-hove.sch.uk> > I don't know if this is the same issue, but I had something like > this happen when I upgrade a different tool. To fix it, I had each user > remove all saved cookies for the webserver where the tool was running, > and the problem went away. That fixed it! Thanks Alex From JChen at paymentone.com Fri Aug 20 13:55:55 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Fri, 20 Aug 2004 10:55:55 -0700 Subject: [rt-users] Correspondence scrip help Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8EE@CPMAL00.corpnet.p1.local> > On Thu, Aug 19, 2004 at 08:42:01AM -0700, Jonathan Chen wrote: > > Thanks for your attempted help. It still does not solve the problem > > because on some cases its best to use "comment" resolve instead of > > correspond resolve when dealing with a client. > > > > If someone can give me FAT clue as to how to go about it would be > > great. I would not ask the question on this list if I had any idea of > > how to proceed with problem. > > > > The trouble is that you're dealing with two distinct transactions. > Sounds like your "on resolve" script will need to look at the previous > transaction, and then bail out if that transaction was a "correspond", > but not if it was a "comment". (Nope, don't have the code to do that, > but the http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > shows how to iterate through transactions...) > > I've believe I've checked that one and thought it was only for "template" use. But looking at that code again, it still does not tell me how to GoToPrevious line. Instead, that one says go to last one. If there is a "previous" function, I would try to write that code in and see how it goes. -Jonathan -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From JChen at paymentone.com Fri Aug 20 15:35:48 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Fri, 20 Aug 2004 12:35:48 -0700 Subject: [rt-users] rt-remind2 addon with "stalled" problem Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8EF@CPMAL00.corpnet.p1.local> Just wondering if anyone added ?stalled? in the reminder script or not. It seems the script seems to always sends out an email when a ticket status is in ?stalled.? Here is my setting? # Each state can have a priority associated with it. # When a ticket in that state passes the given priority it is added to # the list to be sent out. my(%pri) = ( 'new' => 5, 'open' => 9, 'stalled' => 11, <==does not work at all or am I doing something wrong? I have 1 ticket with priority @ 7 and that person gets sent an email of the stalled ticket. ); User information?. # Written by T.D.Bishop at kent.ac.uk, July 2003. # Updated for multiple queues, March 2004. # (using patches sent by jtucker at cyberfuse.com, October 2003) Using RT 3.0.11 -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From luis at cantv.net Fri Aug 20 10:39:21 2004 From: luis at cantv.net (Luis Moreno) Date: Fri, 20 Aug 2004 10:39:21 -0400 Subject: [rt-users] Scalations Message-ID: <6.1.2.0.1.20040820101907.023ee8b0@pop.cantv.net> Is there any way of implement automatic scalation of trouble tickets after a period of time.? I mean, all tickets that has been taken by a group of user will be assigned to another group after a time out. Best regards -luis From joerg at die-herberts.de Fri Aug 20 16:33:11 2004 From: joerg at die-herberts.de (Joerg Herbert) Date: Fri, 20 Aug 2004 22:33:11 +0200 Subject: [rt-users] Changing the starting Ticket-Number Message-ID: <41267C27.9823.386978@localhost> Hi all, i know this was asked before, but I didn't find it in the archives. How can I change the ticket-number to a format like yyyymmddnnn with yyyymmdd as a date-Format and nnn being an Integer from 000 to 999? I know that I have to do it via cron, but didn't find the proper mysql-Statement. Thanks in advance for your help. -- Bye for now, Bis denne, Joerg From antony.holden at bestvalueprocurement.co.uk Sat Aug 21 12:01:25 2004 From: antony.holden at bestvalueprocurement.co.uk (antony.holden) Date: Sat, 21 Aug 2004 18:01:25 +0200 Subject: [rt-users] automated response Message-ID: <10408211801.AA03628@bestvalueprocurement.co.uk> Antony Holden - Out of office reply I will be out of the office from Friday 20th August until Monday 6th September. Please direct all business enquiries to Anthony.Walker at bestvalueprocurement.co.uk , or call our helpdesk on 01833 631500. Thanks From daves at wavesco.com Sat Aug 21 16:28:22 2004 From: daves at wavesco.com (David J. Schnardthorst) Date: Sat, 21 Aug 2004 15:28:22 -0500 Subject: [rt-users] Issue creating tickets Message-ID: <003a01c487bd$6747bd60$0a04a8c0@wc7cljf21> I recently began having issues creating tickets with RT. I get the following errors via our webpage when hitting submit. Please note, the only changes I made to the site in the past few days is to grant Everybody the right to Reply or comment to a ticket, and, reboot the web/database server. I can respond to tickets that exist, I just cannot add new tickets via our website or via e-mail. Any assistance is greatly appreciated. System error error: Unrecognised line: daves at wavesco.com at /usr/lib/rt/RT/EmailParser.pm line 405 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 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:122 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:182 /usr/lib/rt/RT/EmailParser.pm:405 /usr/lib/rt/RT/User_Overlay.pm:582 /usr/lib/rt/RT/Ticket_Overlay.pm:487 /usr/lib/rt/RT/Interface/Web.pm:345 /var/rt/html/Ticket/Display.html:72 /var/rt/html/Ticket/Create.html:255 /var/rt/html/autohandler:196 raw error Unrecognised line: daves at wavesco.com at /usr/lib/rt/RT/EmailParser.pm line 405 Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: daves at wavesco.com at /usr/lib/rt/RT/EmailParser.pm line 405^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 Carp::croak('Unrecognised line: daves at wavesco.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122 Mail::Address::_tokenise('daves at wavesco.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182 Mail::Address::parse('Mail::Address', 'daves at wavesco.com') called at /usr/lib/rt/RT/EmailParser.pm line 405 RT::EmailParser::ParseAddressFromHeader('', 'daves at wavesco.com') called at /usr/lib/rt/RT/User_Overlay.pm line 582 RT::User::LoadOrCreateByEmail('RT::User=HASH(0x96edc28)', 'daves at wavesco.com') called at /usr/lib/rt/RT/Ticket_Overlay.pm line 487 RT::Ticket::Create('RT::Ticket=HASH(0x9406ef8)', 'Requestor', 'ARRAY(0x9aca928)', 'TimeEstimated', undef, 'Cc', 'ARRAY(0x8d977c0)', 'Subject', 'test ticket', 'Status', 'new', 'FinalPriority', 4, 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', 'ARRAY(0x8d97820)', 'Owner', '', 'MIMEObj', 'MIME::Entity=HASH(0x9a84664)', 'InitialPriority', 4, 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '2004-08-26 02:11:14') called at /usr/lib/rt/RT/Interface/Web.pm line 345 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'Status', 'new', 'new-DependsOn', '', 'Queue', 'nicadmin', 'AdminCc', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test ticket', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'Owner', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Due', '2004-08-25 21:11:14') called at /var/rt/html/Ticket/Display.html line 72 HTML::Mason::Commands::__ANON__('Cc', '', 'Subject', 'test ticket', 'Status', 'new', 'new-RefersTo', '', 'FinalPriority', 4, 'new-DependsOn', '', 'RefersTo-new', '', 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', '', 'DependsOn-new', '', 'Owner', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'new-MemberOf', '', 'Starts', '', 'MemberOf-new', '', 'Attach', '', 'TimeWorked', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'id', 'new', 'Due', '2004-08-25 21:11:14') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97 a9bc0)', 'Cc', '', 'Subject', 'test ticket', 'Status', 'new', 'new-RefersTo', '', 'FinalPriority', 4, 'new-DependsOn', '', 'RefersTo-new', '', 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', '', 'DependsOn-new', '', 'Owner', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'new-MemberOf', '', 'Starts', '', 'MemberOf-new', '', 'Attach', '', 'TimeWorked', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'id', 'new', 'Due', '2004-08-25 21:11:14') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Cc', '', 'Subject', 'test ticket', 'Status', 'new', 'new-RefersTo', '', 'FinalPriority', 4, 'new-DependsOn', '', 'RefersTo-new', '', 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', '', 'DependsOn-new', '', 'Owner', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'new-MemberOf', '', 'Starts', '', 'MemberOf-new', '', 'Attach', '', 'TimeWorked', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'id', 'new', 'Due', '2004-08-25 21:11:14') called at /var/rt/html/Ticket/Create.html line 255 HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98 a8b34)', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x9a506c 0)', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /var/rt/html/autohandler line 196 HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8c 718d8)', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1072 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9a506c0)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 197 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 197 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9a506c 0)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207 HTML::Mason::Interp::exec(undef, undef, 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 127 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 127 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x91c4ad 8)', 'HASH(0x9893a30)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 76 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH (0x91c4ad8)', 'CGI::Fast=HASH(0x95274b4)') called at /usr/bin/mason_handler.fcgi line 54 eval {...} at /usr/bin/mason_handler.fcgi line 54 -------------- next part -------------- An HTML attachment was scrubbed... URL: From mmurillo at lternet.edu Sun Aug 22 01:06:35 2004 From: mmurillo at lternet.edu (Michelle L. Murillo) Date: Sat, 21 Aug 2004 23:06:35 -0600 Subject: [rt-users] Issue creating tickets In-Reply-To: <003a01c487bd$6747bd60$0a04a8c0@wc7cljf21> References: <003a01c487bd$6747bd60$0a04a8c0@wc7cljf21> Message-ID: <412829DB.5060302@lternet.edu> Hi David, I just ran into the same problem, you will need to upgrade your version of Perl to version 5.8.3 (see top of README file in install dir). This is assuming you are working with RT 3.2.1. Michelle *** Top of README file***** REQUIRED PACKAGES: ------------------ o Perl 5.8.3 or later (http://www.perl.com). Perl versions prior to 5.8.3 contain bugs that could result in data corruption. We recommend strongly that you use 5.8.3 or newer. RT may function with perl 5.8.0 and later, but is unsupported in that configuration. David J. Schnardthorst wrote: > I recently began having issues creating tickets with RT. I get the > following errors via our webpage when hitting submit. Please note, > the only changes I made to the site in the past few days is to grant > Everybody the right to Reply or comment to a ticket, and, reboot the > web/database server. > > I can respond to tickets that exist, I just cannot add new tickets via > our website or via e-mail. Any assistance is greatly appreciated. > > > *System error* > > *error:* Unrecognised line: daves at wavesco.com at > /usr/lib/rt/RT/EmailParser.pm line 405 > *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 > /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:122 > /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:182 > /usr/lib/rt/RT/EmailParser.pm:405 > /usr/lib/rt/RT/User_Overlay.pm:582 > /usr/lib/rt/RT/Ticket_Overlay.pm:487 > /usr/lib/rt/RT/Interface/Web.pm:345 > /var/rt/html/Ticket/Display.html:72 > /var/rt/html/Ticket/Create.html:255 > /var/rt/html/autohandler:196 > > raw error > > > > > > > > > > > > > > > > > > > > > > > > > > > > > > >Unrecognised line: daves at wavesco.com at /usr/lib/rt/RT/EmailParser.pm line 405 > > >Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 >HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: daves at wavesco.com at /usr/lib/rt/RT/EmailParser.pm line 405^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 >Carp::croak('Unrecognised line: daves at wavesco.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122 >Mail::Address::_tokenise('daves at wavesco.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182 >Mail::Address::parse('Mail::Address', 'daves at wavesco.com') called at /usr/lib/rt/RT/EmailParser.pm line 405 >RT::EmailParser::ParseAddressFromHeader('', 'daves at wavesco.com') called at /usr/lib/rt/RT/User_Overlay.pm line 582 >RT::User::LoadOrCreateByEmail('RT::User=HASH(0x96edc28)', 'daves at wavesco.com') called at /usr/lib/rt/RT/Ticket_Overlay.pm line 487 >RT::Ticket::Create('RT::Ticket=HASH(0x9406ef8)', 'Requestor', 'ARRAY(0x9aca928)', 'TimeEstimated', undef, 'Cc', 'ARRAY(0x8d977c0)', 'Subject', 'test ticket', 'Status', 'new', 'FinalPriority', 4, 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', 'ARRAY(0x8d97820)', 'Owner', '', 'MIMEObj', 'MIME::Entity=HASH(0x9a84664)', 'InitialPriority', 4, 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '2004-08-26 02:11:14') called at /usr/lib/rt/RT/Interface/Web.pm line 345 >HTML::Mason::Commands::CreateTicket('Attachments', undef, 'Status', 'new', 'new-DependsOn', '', 'Queue', 'nicadmin', 'AdminCc', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'test ticket', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'Owner', '', 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Due', '2004-08-25 21:11:14') called at /var/rt/html/Ticket/Display.html line 72 >HTML::Mason::Commands::__ANON__('Cc', '', 'Subject', 'test ticket', 'Status', 'new', 'new-RefersTo', '', 'FinalPriority', 4, 'new-DependsOn', '', 'RefersTo-new', '', 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', '', 'DependsOn-new', '', 'Owner', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'new-MemberOf', '', 'Starts', '', 'MemberOf-new', '', 'Attach', '', 'TimeWorked', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'id', 'new', 'Due', '2004-08-25 21:11:14') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97a9bc0)', 'Cc', '', 'Subject', 'test ticket', 'Status', 'new', 'new-RefersTo', '', 'FinalPriority', 4, 'new-DependsOn', '', 'RefersTo-new', '', 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', '', 'DependsOn-new', '', 'Owner', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'new-MemberOf', '', 'Starts', '', 'MemberOf-new', '', 'Attach', '', 'TimeWorked', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'id', 'new', 'Due', '2004-08-25 21:11:14') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 >eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef, 'Cc', '', 'Subject', 'test ticket', 'Status', 'new', 'new-RefersTo', '', 'FinalPriority', 4, 'new-DependsOn', '', 'RefersTo-new', '', 'TimeLeft', '', 'Queue', 'nicadmin', 'AdminCc', '', 'DependsOn-new', '', 'Owner', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'new-MemberOf', '', 'Starts', '', 'MemberOf-new', '', 'Attach', '', 'TimeWorked', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'id', 'new', 'Due', '2004-08-25 21:11:14') called at /var/rt/html/Ticket/Create.html line 255 >HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98a8b34)', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 >eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef, 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760 >HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x9a506c0)', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /var/rt/html/autohandler line 196 >HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 >HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8c718d8)', 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1072 >eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef, undef, 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 >eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 >eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 >HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x9a506c0)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 197 >eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 197 >HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x9a506c0)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207 >HTML::Mason::Interp::exec(undef, undef, 'Status', 'new', 'new-DependsOn', '', 'Requestors', 'daves at wavesco.com', 'InitialPriority', 4, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'test ticket', 'Owner', '', 'DependsOn-new', '', 'Due', '2004-08-25 21:11:02', 'Queue', 'nicadmin', 'AdminCc', '', 'Cc', '', 'FinalPriority', 4, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', '-- ^M^J^M^JDavid J. Schnardthorst^M^JWaves Corporation^M^JPhone: 314.974.0932 / Fax: 636.410.0630^M^JEmail: daves at wavesco.com^M^Jhttp://www.wavesco.com^M^J^M^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 127 >eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 127 >HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x91c4ad8)', 'HASH(0x9893a30)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 76 >HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x91c4ad8)', 'CGI::Fast=HASH(0x95274b4)') called at /usr/bin/mason_handler.fcgi line 54 >eval {...} at /usr/bin/mason_handler.fcgi line 54 > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > From marcus at mediaflex.no Sun Aug 22 05:58:45 2004 From: marcus at mediaflex.no (Marcus Ramberg) Date: Sun, 22 Aug 2004 11:58:45 +0200 Subject: [rt-users] Attachments with international characters (Intern) In-Reply-To: <5341FF7D-F29D-11D8-91BA-000A95AE249E@bestpractical.com> References: <396B51785F9A0F4588DD7F6D42D5933B0101CD0E@TNS-FBU-2E-003.corp.telenor.no> <5341FF7D-F29D-11D8-91BA-000A95AE249E@bestpractical.com> Message-ID: On 20. aug. 2004, at 13.37, Jesse Vincent wrote: > On Aug 19, 2004, at 12:52 PM, wrote: > > Ah. So the issue isn't actually that RT doesn't handle messages with > international characters, but that we only process the message headers > for international characters and MIME::Tools doesn't do smart things > on our behalf :/ > > I wonder if Email::MIME handles it better. I think it does, I've been using Email::MIME in a system that processes attatchments with swedish filename, and those were handled ok. Anyways, it's easier to bother Simon if it's borked :-D I'm also very interested in getting this issue resolved, as it's been an annoyance for us for about a year now. :-/ Marcus From seph at directionless.org Sun Aug 22 11:46:05 2004 From: seph at directionless.org (seph) Date: Sun, 22 Aug 2004 11:46:05 -0400 Subject: [rt-users] Re: RT password fields and logout when using LDAPauth In-Reply-To: (Tomas A. P. Olaj's message of "Fri, 20 Aug 2004 10:40:03 +0200 (CEST)") References: Message-ID: I'm having a bit of trouble following your email, it sounds like you have many questions. If RT is using web auth, there's no logout button. It doesn't really make sense, given how the authentication works. RT has a FallBackToInternalAuth setting (whose exact name I forget) this would let you use the central LDAP stuff for university people, and the the RT-only users/passwords for external people. I've seen scrips that will auto-assign a password and mail it to users. Check the lists archives. > Someone has earlier said that RT does not support LDAP, but are > there anyone out there who has hacked the code for this purpose? If > not, we are thinking about doing that. Leting Apache do the > authentication is actually not always desireable. I've seen LDAP patches that will make RT pull it's userdb from ldap, and auth against it. I don't use them, so I can't say much about them. I let apache do the auth. seph From carl at xena.IPAustralia.gov.au Sun Aug 22 21:55:20 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Mon, 23 Aug 2004 11:55:20 +1000 Subject: [rt-users] Statistics for "Time Worked" In-Reply-To: <20040819145208.GD8142@ganymede> References: <20040819145208.GD8142@ganymede> Message-ID: <41294E88.5000605@xena.ipaustralia.gov.au> Hi Andrew, Andrew Moore wrote: >included in it to be helpful. I am interested in also having a few >reports which give data from the "Time Worked" fields on tickets. For >instance, how much time was worked on tickets in this queue per day, or >how much time was worked on tickets in this queue which were closed on >each day. > > I've produced something like that which is available via the wiki at; http://wiki.bestpractical.com/index.cgi?RT3BatchStats and I'd also recommend checking out the contrib page at; http://wiki.bestpractical.com/index.cgi?Contributions Carl. From mmurillo at lternet.edu Mon Aug 23 01:01:02 2004 From: mmurillo at lternet.edu (Michelle L. Murillo) Date: Sun, 22 Aug 2004 23:01:02 -0600 Subject: [rt-users] RT 3.2.1/Perl 5.8.5 EmailParser.pm/Create ticket problem Message-ID: <41297A0E.6030406@lternet.edu> Hi, On a Linux RHEL AS 3.x machine, I was originally using Perl 5.8.0 with a new install of RT-3.2.1. When a ticket was created, I got the error listed below. After reading the lists and the README, it looked like Perl 5.8.0 was the culprit. I have installed Perl 5.8.5 (parallel to the RH default install in /usr/), but I am still receiving this error. It looks like the old install of Perl is still being referenced somehow, but I don't understand how or why. (See trace below: /usr/lib/perl5/site_perl/5.8.0... is the original default install. It looks like it has something to do with Mason?). My perl -V info is listed at the very bottom. Also, I configured RT 3.2.1 to use the newer Perl by using the environmental variables PERL5LIB and PERL. Any help would be greatly appreciated! Thanks! Michelle ------------------------------------ error: Unrecognised line: mmurillo at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448 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 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:122 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:182 /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm:448 /usr/local/packages/rt/rt-3.2.1/lib/RT/User_Overlay.pm:553 /usr/local/packages/rt/rt-3.2.1/lib/RT/Ticket_Overlay.pm:520 /usr/local/packages/rt/rt-3.2.1/lib/RT/Interface/Web.pm:318 /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Display.html:75 /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Create.html:257 /usr/local/packages/rt/rt-3.2.1/share/html/autohandler:199 -------------------------------------- raw error: Unrecognised line: mmurillo at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448 Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: mmurillo at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 Carp::croak('Unrecognised line: mmurillo') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122 Mail::Address::_tokenise('mmurillo') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182 Mail::Address::parse('Mail::Address', 'mmurillo') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448 RT::EmailParser::ParseAddressFromHeader('', 'mmurillo') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/User_Overlay.pm line 553 RT::User::LoadOrCreateByEmail('RT::User=HASH(0x96e3074)', 'mmurillo') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/Ticket_Overlay.pm line 520 RT::Ticket::Create('RT::Ticket=HASH(0x96cba00)', 'DependsOn', 'ARRAY(0x915c8b0)', 'Requestor', 'ARRAY(0x915599c)', 'TimeEstimated', undef, 'RefersTo', 'ARRAY(0x915fc3c)', 'Cc', 'ARRAY(0x91559f0)', 'ReferredToBy', 'ARRAY(0x915fc54)', 'Subject', '', 'Status', 'new', 'Children', 'ARRAY(0x915c8f8)', 'FinalPriority', 0, 'TimeLeft', '', 'Queue', 'database', 'AdminCc', 'ARRAY(0x915c550)', 'DependedOnBy', 'ARRAY(0x915c8c8)', 'CustomField-2', '', 'Owner', 10, 'MIMEObj', 'MIME::Entity=HASH(0x96c79a0)', 'Type', 'ticket', 'InitialPriority', 0, 'Parents', 'ARRAY(0x915c8e0)', 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '1970-01-01 00:00:00') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/Interface/Web.pm line 318 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Display.html line 75 HTML::Mason::Commands::__ANON__('Owner', 10, 'DependsOn-new', '', 'Requestors', 'mmurillo', 'Cc', '', 'InitialPriority', 0, 'CustomField-2-Values-Magic', 1, 'new-MemberOf', '', 'Subject', '', 'Starts', '', 'CustomField-2-Values', '', 'MemberOf-new', '', 'Attach', '', 'Status', 'new', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeWorked', '', 'new-DependsOn', '', 'Content', 'asdfa', 'TimeLeft', '', 'RefersTo-new', '', 'id', 'new', 'Queue', 'database', 'Due', '', 'AdminCc', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96cb70c)', 'Owner', 10, 'DependsOn-new', '', 'Requestors', 'mmurillo', 'Cc', '', 'InitialPriority', 0, 'CustomField-2-Values-Magic', 1, 'new-MemberOf', '', 'Subject', '', 'Starts', '', 'CustomField-2-Values', '', 'MemberOf-new', '', 'Attach', '', 'Status', 'new', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeWorked', '', 'new-DependsOn', '', 'Content', 'asdfa', 'TimeLeft', '', 'RefersTo-new', '', 'id', 'new', 'Queue', 'database', 'Due', '', 'AdminCc', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Owner', 10, 'DependsOn-new', '', 'Requestors', 'mmurillo', 'Cc', '', 'InitialPriority', 0, 'CustomField-2-Values-Magic', 1, 'new-MemberOf', '', 'Subject', '', 'Starts', '', 'CustomField-2-Values', '', 'MemberOf-new', '', 'Attach', '', 'Status', 'new', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeWorked', '', 'new-DependsOn', '', 'Content', 'asdfa', 'TimeLeft', '', 'RefersTo-new', '', 'id', 'new', 'Queue', 'database', 'Due', '', 'AdminCc', '') called at /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Create.html line 257 HTML::Mason::Commands::__ANON__('CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96572dc)', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') 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(0x9611a54)', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/local/packages/rt/rt-3.2.1/share/html/autohandler line 199 HTML::Mason::Commands::__ANON__('CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96693ac)', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9611a54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9611a54)') 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(0x8628b00)', 'Apache::RequestRec=SCALAR(0x86252f0)') called at /usr/local/packages/rt/rt-3.2.1/bin/webmux.pl line 105 eval {...} at /usr/local/packages/rt/rt-3.2.1/bin/webmux.pl line 105 RT::Mason::handler('Apache::RequestRec=SCALAR(0x86252f0)') called at -e line 0 eval {...} at -e line 0 ****************************** perl -V Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.4.21-15.0.3.el, archname=i686-linux uname='linux arctic.lternet.edu 2.4.21-15.0.3.el #1 tue jun 29 18:17:52 edt 2004 i686 i686 i386 gnulinux ' config_args='-de -Dprefix=/usr/local/packages/perl-5.8.5' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=unde f useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEF ILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2', cppflags='-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdb m' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-39)', gccosand vers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize =8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.3.2.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: USE_LARGE_FILES Built under linux Compiled at Aug 22 2004 19:58:42 %ENV: PERL="/usr/local/packages/perl-5.8.5/bin/perl" PERL5LIB="/usr/local/packages/perl-5.8.5/lib:/usr/local/packages/perl-5.8.5/ lib/site_perl/i686-linux" @INC: /usr/local/packages/perl-5.8.5/lib/5.8.5/i686-linux /usr/local/packages/perl-5.8.5/lib/5.8.5 /usr/local/packages/perl-5.8.5/lib /usr/local/packages/perl-5.8.5/lib/site_perl/i686-linux /usr/local/packages/perl-5.8.5/lib/5.8.5/i686-linux /usr/local/packages/perl-5.8.5/lib/5.8.5 /usr/local/packages/perl-5.8.5/lib/site_perl/5.8.5/i686-linux /usr/local/packages/perl-5.8.5/lib/site_perl/5.8.5 /usr/local/packages/perl-5.8.5/lib/site_perl . From rsm at apama.com Mon Aug 23 06:10:19 2004 From: rsm at apama.com (Scott Mitchell) Date: Mon, 23 Aug 2004 11:10:19 +0100 Subject: [rt-users] Corrupted binary attachments with RT 3.0.9 Message-ID: <7CD4BE0203A91845A17CE0E8BD9A1289D75DC3@ukcamms002.msapama.apama.com> Scott Mitchell wrote: > > We're experiencing corruption of 'binary' attachments to RT > tickets (PCX > and GIF images, mostly), either through email or directly through the > web interface. It looks as though all bytes in the > attachment data with > the high bit set are being converted to 2 different bytes, > probably the > UTF-8 representation of the old byte. This seems to have been fixed after upgrading Perl to 5.8.5. Many thanks to everyone who replied with the correct fix! Cheers, Scott From cubic at acronis.ru Mon Aug 23 07:15:09 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 23 Aug 2004 15:15:09 +0400 Subject: [rt-users] Attachments with international characters (Intern) In-Reply-To: References: <396B51785F9A0F4588DD7F6D42D5933B0101CD0E@TNS-FBU-2E-003.corp.telenor.no> <5341FF7D-F29D-11D8-91BA-000A95AE249E@bestpractical.com> Message-ID: <4129D1BD.2090902@acronis.ru> Marcus Ramberg wrote: > > On 20. aug. 2004, at 13.37, Jesse Vincent wrote: > >> On Aug 19, 2004, at 12:52 PM, wrote: >> >> Ah. So the issue isn't actually that RT doesn't handle messages with >> international characters, but that we only process the message headers >> for international characters and MIME::Tools doesn't do smart things >> on our behalf :/ >> >> I wonder if Email::MIME handles it better. > > > I think it does, I've been using Email::MIME in a system that processes > attatchments with swedish filename, and those were handled ok. Anyways, > it's easier to bother Simon if it's borked :-D I'm also very interested > in getting this issue resolved, as it's been an annoyance for us for > about a year now. :-/ > > Marcus Hello. According to RFC2047: http://www.zvon.org/tmRFC/RFC2047/Output/chapter5.html An 'encoded-word' MUST NOT be used in parameter of a MIME Content-Type or Content-Disposition field, or in any structured field body except within a 'comment' or 'phrase'. Also RFC2183 http://zvon.org/tmRFC/RFC2183/Output/chapter2.html#sub2 2.3. The Filename Parameter ... Current [RFC2045] grammar restricts parameter values (and hence Content-Disposition filenames) to US-ASCII. We recognize the great desirability of allowing arbitrary character sets in filenames, but it is beyond the scope of this document to define the necessary mechanisms. We expect that the basic [RFC1521(-> 2049draft | 2048bcp13 | 2047draft | 2046draft | 2045draft)] `value' specification will someday be amended to allow use of non-US-ASCII characters, at which time the same mechanism should be used in the Content-Disposition filename parameter. ... Today RFC2045 describe syntax of the 'value' and it's still restricted to US-ASCII. In original example only Content-Description field is compliant with current RFC, so other fields is violation of RFC and can be implemented in any way. Best regards. Ruslan. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Mon Aug 23 07:39:34 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 23 Aug 2004 15:39:34 +0400 Subject: [rt-users] Customized status In-Reply-To: <200408101101.27044.KLR@redhat.com> References: <200408101101.27044.KLR@redhat.com> Message-ID: <4129D776.8020201@acronis.ru> KL Rajasekar wrote: > Hi, > > Does anyone know how to add customized status like Waiting on Client / Waiting > on tech. Use CustomField and search in archives for 'custom statuses' topic. > > Regards > KLR > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Mon Aug 23 07:52:39 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 23 Aug 2004 15:52:39 +0400 Subject: [rt-users] Distinguishing between mail and web interface in a Scrip In-Reply-To: <20040810152929.GR74928@snowcrash.tpb.net> References: <20040810133726.GA33030@snowcrash.tpb.net> <20040810130856.GR28862@chaka.net> <20040810152929.GR74928@snowcrash.tpb.net> Message-ID: <4129DA87.7080804@acronis.ru> Niels Bakker wrote: > Hi, > > * rt at chaka.net (Todd Chapman) [Tue 10 Aug 2004, 15:53 CEST]: > >>if ($self->TransactionObj->CreatorObj->Name eq 'RT_System') { >> # created by system >>} else { >> # created by web interface >>} > > > Doesn't work (on 3.0.11); incoming mails $self->...->Name gets set > to the username associated with the From: header in the mail. Use next hack: $self->TransactionObj->Attachments->First->GetHeader('Received'); RT WebUI doesn't add this field to attachment header. > > > -- Niels. > From cubic at acronis.ru Mon Aug 23 07:59:25 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 23 Aug 2004 15:59:25 +0400 Subject: [rt-users] Performance Issues In-Reply-To: <4118E938.2020004@tux.datalink.co.za> References: <4118CD45.9010305@tux.datalink.co.za> <1092147848.32743.5.camel@linux.local> <4118E938.2020004@tux.datalink.co.za> Message-ID: <4129DC1D.9000402@acronis.ru> Guys. Please. Fill this info on wiki.bestpractical.com with descriptions and may be links to archive of this or other similar discussion. '-processes X' is not optional record in config but required IMHO. When you run only _one_ FastCGI process then it's something like running RT under mod_perl in 'httpd -X' mode. Best regards. Ruslan. Leon wrote: > Hans Kristian Rosbach wrote: > Thanks. I have just added this to my Httpd.conf > a nd i am testing this. > I think this will help, since I was only running one instance . > The Idle-timeout isn't accepted though. It doesn't recognize the > parameter. I just left it out and I am testing it. > > I hope this helps some other people too ;P > > Leon > >>> When using an progressive browser like Phoenix I see the entries >>> appear, slowly, one entry at a time, but sometimes it takes for ever >>> for the first entry to appear and any entry after that as well. >>> >> >> >> We had the exact same problems here.. using this line in httpd.conf >> made a BIG difference. >> FastCgiServer /usr/rt3/bin/mason_handler.fcgi -idle-timeout 300 >> -processes 4 -init-start-delay 30 >> >> Just my 2c. >> >> -=Dead2=- >> >> >> >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Mon Aug 23 08:33:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 23 Aug 2004 16:33:50 +0400 Subject: [rt-users] finding largest Attachments In-Reply-To: References: <20040816172331.GV27954@pallas.eruditorum.org> <20040816172331.GV27954@pallas.eruditorum.org> <5.2.1.1.2.20040816142509.01f5b5a8@po14.mit.edu> Message-ID: <4129E42E.1000502@acronis.ru> Dave Dennis wrote: > Absolutely wonderful! This is what I had needed. > > Now I have a list of offending large ticket(s), and their corresponding > Transaction.id . > > What is my next step towards cleanup -- has anybody written/updated > a script that takes ticket ID as input and follows the wiki procedure > for removing everything from every required table? RTx::Shredder is on CPAN and it can do it. I prepare new release, but it dosn't contain major fixes. > > Thanks folks, big help!! > > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Mon, 16 Aug 2004, Stephen Turner wrote: > > >>I think you need to join with the Transactions table: >> >>select length(A.Content), A.id, T.Ticket from Attachments A, Transactions T >>where A.TransactionId = T.id order by 1 >> >>Steve >> >>At Monday 8/16/2004 01:53 PM, Dave Dennis wrote: >> >>>Jesse, >>> >>>Thanks, that makes sense, except the output from Attachments.id >>>is that same as the number of a ticket that one might search on >>>through RT? >>> >>> >>>Kind regards, >>> >>>+------------------------- >>>+ Dave Dennis >>>+ Seattle, WA >>>+ dmd at speakeasy.org >>>+ http://www.dmdennis.com >>>+------------------------- >> >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Joseph_Micciche at Progressive.com Mon Aug 23 09:46:58 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Mon, 23 Aug 2004 09:46:58 -0400 Subject: [rt-users] Copy Watchers via rt-remind.pl? Message-ID: Using this contributed Perl script: http://www.bestpractical.com/pub/rt/contrib/3.0/rt-remind Can anyone offer pointers, or actual code, to alter this so it also copies all queue watchers - not just ticket owners - on open tickets? Thanks for any help. Joe Micciche From pjsm at fct.unl.pt Mon Aug 23 09:18:55 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Mon, 23 Aug 2004 14:18:55 +0100 (WEST) Subject: [rt-users] Database migration from 3.0 => 3.2 In-Reply-To: <4129E42E.1000502@acronis.ru> References: <20040816172331.GV27954@pallas.eruditorum.org> <20040816172331.GV27954@pallas.eruditorum.org> <5.2.1.1.2.20040816142509.01f5b5a8@po14.mit.edu> <4129E42E.1000502@acronis.ru> Message-ID: Hi all! I noticed that there are some differences on the database schema from 3.0 to 3.2. What special care should I have to migrate the data? Is there any tool (like dumpfile-to-rt-3.2)? Or any howto? -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From marcus at mediaflex.no Mon Aug 23 12:21:37 2004 From: marcus at mediaflex.no (Marcus Ramberg) Date: Mon, 23 Aug 2004 18:21:37 +0200 Subject: [rt-users] Attachments with international characters (Intern) In-Reply-To: <4129D1BD.2090902@acronis.ru> References: <396B51785F9A0F4588DD7F6D42D5933B0101CD0E@TNS-FBU-2E-003.corp.telenor.no> <5341FF7D-F29D-11D8-91BA-000A95AE249E@bestpractical.com> <4129D1BD.2090902@acronis.ru> Message-ID: <822F7116-F520-11D8-BFF6-000A956D773E@mediaflex.no> Hi Ruslan. Thanks for the RFC quotes, I think we all agree that non-us ascii filenames are an abdomination upon the face of the earth, however, I doubt I can convince the 1000 real-estate brokers that use our system of this, so it remains a problem for us. Marcus On 23. aug. 2004, at 13.15, Ruslan U. Zakirov wrote: > Marcus Ramberg wrote: >> On 20. aug. 2004, at 13.37, Jesse Vincent wrote: >>> On Aug 19, 2004, at 12:52 PM, wrote: >>> >>> Ah. So the issue isn't actually that RT doesn't handle messages with >>> international characters, but that we only process the message >>> headers for international characters and MIME::Tools doesn't do >>> smart things on our behalf :/ >>> >>> I wonder if Email::MIME handles it better. >> I think it does, I've been using Email::MIME in a system that >> processes attatchments with swedish filename, and those were handled >> ok. Anyways, it's easier to bother Simon if it's borked :-D I'm also >> very interested in getting this issue resolved, as it's been an >> annoyance for us for about a year now. :-/ >> Marcus > > Hello. > > According to RFC2047: > http://www.zvon.org/tmRFC/RFC2047/Output/chapter5.html > > An 'encoded-word' MUST NOT be used in parameter of a MIME Content-Type > or Content-Disposition field, or in any structured field body except > within a 'comment' or 'phrase'. > > Also RFC2183 > http://zvon.org/tmRFC/RFC2183/Output/chapter2.html#sub2 > > 2.3. The Filename Parameter > ... > Current [RFC2045] grammar restricts parameter values (and hence > Content-Disposition filenames) to US-ASCII. We recognize the great > desirability of allowing arbitrary character sets in filenames, but it > is beyond the scope of this document to define the necessary > mechanisms. We expect that the basic [RFC1521(-> 2049draft | 2048bcp13 > | 2047draft | 2046draft | 2045draft)] `value' specification will > someday be amended to allow use of non-US-ASCII characters, at which > time the same mechanism should be used in the Content-Disposition > filename parameter. > ... > > > Today RFC2045 describe syntax of the 'value' and it's still restricted > to US-ASCII. > > In original example only Content-Description field is compliant with > current RFC, so other fields is violation of RFC and can be > implemented in any way. > > Best regards. Ruslan. > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From garretg at uiuc.edu Mon Aug 23 15:10:19 2004 From: garretg at uiuc.edu (Garret Gengler) Date: Mon, 23 Aug 2004 14:10:19 -0500 Subject: [rt-users] Database integrity check? Message-ID: <036401c48944$d4ae4a30$249aae80@GWG> Are there any proven techniques for cleaning up an old RT database before migration/upgrade? We've been running an old 3.x installation for about two years now (12,000 tickets), and want to set up a new box with the latest version of RT and mysql4/INNODB. But I'm hesitant about migrating our database directly... we've had intermittent performance problems and quite a few crashes over the years, and I'm sure our data violates the schema relationships in some places. What would be great would be some sort of export tool, and a smart import with schema checking. The dumpfile upgrade from rt2 to rt3 seemed to do something like that, but I haven't found a similar tool for rt3 to rt3. Or a utility to scan the RT database for violations of the data model and remove any mismatching data. True referential integrity would be a godsend, but I know that's still a ways off. On a related not, I was thinking it might be a good idea to simplify our database by purging deleted tickets... is the RT::Shredder utility safe to use? Or is it missing parts of the data model (like the purgedead.pl script is). Thanks, -Garret From gsstark at mit.edu Mon Aug 23 15:46:52 2004 From: gsstark at mit.edu (Greg Stark) Date: 23 Aug 2004 15:46:52 -0400 Subject: [rt-users] Bizarre problem: "Invalid method in request" Message-ID: <87wtzp4oyb.fsf@stark.xeocode.com> I'm trying to set up a fresh RT instance and everything seems to have gone smoothly but when I try to log in to the system for the first time I get "Invalid method in request". This seems to be indicating that Apache is seeing the form fields in place of the POST method. Except a proper post appears in the logs first, so it seems like something is performing a subrequest but munging the fields badly first. There are other things configured on the web server, including another mod_perl site, so conceivably it's something else interfereing with Mason. But there's nothing terribly complex. Notably, there's no use of mod_rewrite anywhere. Does anyone have any clue what could be going on here? I'm at a loss. Here are the logs 10.4.0.2 - - [23/Aug/2004:15:40:16 -0400] "GET /rt/ HTTP/1.1" 200 3192 10.4.0.2 - - [23/Aug/2004:15:40:16 -0400] "GET /rt/NoAuth/webrt.css HTTP/1.1" 200 7172 10.4.0.2 - - [23/Aug/2004:15:40:16 -0400] "GET /rt/NoAuth/images//bplogo.gif HTTP/1.1" 200 825 10.4.0.2 - - [23/Aug/2004:15:40:19 -0400] "GET /rt/NoAuth/webrt.css HTTP/1.1" 200 7172 10.4.0.2 - - [23/Aug/2004:15:40:19 -0400] "POST /rt/index.html HTTP/1.1" 200 3194 10.4.0.2 - - [23/Aug/2004:15:40:35 -0400] "user=root&pass=password" 501 - "-" "-" [Mon Aug 23 15:40:35 2004] [error] [client 10.4.0.2] Invalid method in request user=root&pass=password [Mon Aug 23 15:40:35 2004] [error] [client 10.4.0.2] Invalid method in request user=root&pass=password This is with the Debian request-tracker3.2 package. I've tried with the request-tracker3 package and I see no similar bug reports against these packages. bash-2.05b# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Aug 1 2004 08:44:19 Server's Module Magic Number: 19990320:16 Server compiled with.... -D EAPI -D HAVE_MMAP -D HAVE_SHMGET -D USE_SHMGET_SCOREBOARD -D USE_MMAP_FILES -D HAVE_FCNTL_SERIALIZED_ACCEPT -D HAVE_SYSVSEM_SERIALIZED_ACCEPT -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D DYNAMIC_MODULE_LIMIT=64 -D HARD_SERVER_LIMIT=4096 -D HTTPD_ROOT="/usr" -D SUEXEC_BIN="/usr/lib/apache/suexec" -D DEFAULT_PIDLOG="/var/run/apache.pid" -D DEFAULT_SCOREBOARD="/var/run/apache.scoreboard" -D DEFAULT_LOCKFILE="/var/run/apache.lock" -D DEFAULT_ERRORLOG="/var/log/apache/error.log" -D TYPES_CONFIG_FILE="/etc/mime.types" -D SERVER_CONFIG_FILE="/etc/apache/httpd.conf" -D ACCESS_CONFIG_FILE="/etc/apache/access.conf" -D RESOURCE_CONFIG_FILE="/etc/apache/srm.conf" The apache config for this virtual server is: DocumentRoot /usr/share/request-tracker3.2/html/ ServerName rt.xeocode.com ErrorLog /var/log/request-tracker3.2/error.log CustomLog /var/log/request-tracker3.2/access.log common Include "/etc/request-tracker3.2/apache-modperl.conf" The above mentioned include file is: # Include this file with: # # Include /etc/request-tracker3.2/apache-modperl.conf # # into your Apache configuration file, either in the non-virtual # section or into a virtual host section AddDefaultCharset UTF-8 PerlRequire /usr/share/request-tracker3.2/libexec/webmux.pl PerlModule Apache::DBI PerlFreshRestart Off Alias /rt /usr/share/request-tracker3.2/html # We need this to prevent requests for images being sent through to # the RT::Mason handler. SetHandler default-handler SetHandler perl-script PerlHandler RT::Mason The RT_SiteConfig.pm: # RT_SiteConfig.pm # # These are the bits you absolutely *must* edit. # # To find out how, please read # /usr/share/doc/request-tracker3.2/INSTALL.Debian # THE BASICS: Set($rtname, 'rt.xeocode.com'); Set($Organization, 'xeocode.com'); Set($CorrespondAddress , 'rt at xeocode.com'); Set($CommentAddress , 'rt-comment at xeocode.com'); Set($Timezone , 'America/Montreal'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'Pg'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'rt'); Set($DatabasePassword , 'rt'); Set($DatabaseName , 'rt'); # THE WEBSERVER: Set($WebPath , "/"); Set($WebBaseURL , "http://rt.xeocode.com"); 1; -- greg From sguillemette at metrocastcablevision.com Mon Aug 23 16:46:26 2004 From: sguillemette at metrocastcablevision.com (Shawn Guillemette) Date: Mon, 23 Aug 2004 16:46:26 -0400 Subject: [rt-users] Issues after a new install on new machine. Seen this before can not remember the cause. Message-ID: <001601c48952$42814c30$c1f2af41@hsdlaptop> I see then when attempting to view the contains of the /usr/local/rt3/share/html with a web browser %# 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'} &> -------------- next part -------------- An HTML attachment was scrubbed... URL: From tenpin784 at metrocast.net Mon Aug 23 16:34:42 2004 From: tenpin784 at metrocast.net (John Barbieri) Date: Mon, 23 Aug 2004 16:34:42 -0400 Subject: [rt-users] problem on install Message-ID: <200408232034.i7NKYk7D056202@pan.gwi.net> Hello list. Ive been trying to set RT up for a few days now, and I seem to be running into problems left and right. I have been able to find qeustions for most of them, but I am stumped on the current one... I created an alias in my apache config so I can access RT. When I get to the index page, I get a bunch of, how do I put it, gobaly goop basically. Heres a snippet: %# 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 &> After that block, theres what appears to be a button I can press, then some more stuff: <%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'}; } That's the end of the page right there. If anyone knows what I can do to solve this problem that would be awesome. Thanks John Barbieri -------------- next part -------------- An HTML attachment was scrubbed... URL: From eric at explosive.net Mon Aug 23 20:31:42 2004 From: eric at explosive.net (Eric Sorenson) Date: Tue, 24 Aug 2004 00:31:42 +0000 (UTC) Subject: [rt-users] Re: Performance Issues References: <4118CD45.9010305@tux.datalink.co.za> <1092147848.32743.5.camel@linux.local> <4118E938.2020004@tux.datalink.co.za> <4129DC1D.9000402@acronis.ru> Message-ID: Ruslan U. Zakirov wrote: > > Guys. Please. Fill this info on wiki.bestpractical.com with descriptions > and may be links to archive of this or other similar discussion. > > '-processes X' is not optional record in config but required IMHO. When > you run only _one_ FastCGI process then it's something like running RT > under mod_perl in 'httpd -X' mode. Another data point: this helped us greatly. I added the following to the FastCGIFAQ page, and changed the examples below to match -- can someone fact-check me please? Q: Why is RT under FastCGI so sloooooooow? When using a progressive-rending browser like Firefox I see the entries appear slowly, one at a time, but the server doesn't appear to be overloaded and the database is not large. A: You might only have spawned one mason_handler.fcgi, which would cause all the httpd processes to block, waiting for it to service them. Make sure you use an appropriate "-processes X" option in your FastCgiServer directive, as shown below. You should have as many mason_handler.fcgi processes as the nominal number of httpds that are usually running (StartServers <= "-processes" <= MaxSpareServers) -- Eric Sorenson - EXPLOSIVE Networking - http://explosive.net From vivek at khera.org Tue Aug 24 00:52:07 2004 From: vivek at khera.org (Vivek Khera) Date: Tue, 24 Aug 2004 00:52:07 -0400 Subject: [rt-users] out of memory on large attachments Message-ID: <5A2D2A0A-F589-11D8-9655-000A95D14982@khera.org> I've got a problem with large attachments. I have the $MaxAttachmentSize set to 1 MB since I don't really want large attachments in my RT... However, I have the situation that when someone emails a ticket to me with a large attachment, of say, 5Mb encoded, RT issues a temporary error and the mail server retries that message over and over again, resulting in mayhem. For example, I have one ticket that had like 80 copies of the text part of the email, but no copies of the attached file (until I killed the message from the mail queue). The RT error log shows something like this: [Tue Aug 24 03:17:28 2004] [crit]: Out of memory during "large" request for 8392704 bytes, total sbrk() is 44761088 bytes at /usr/local/lib/perl5/5.8.4/CGI.pm line 679. There's nothing of use from the maillog: status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: ) So whatever error RT wanted to send back, it was too long for postfix to log... RT 3.2.1 mod_perl 1.29 Postgres 7.4.3 FreeBSD 4.10-RELEASE apache 1.3.31 perl 5.8.4 cpan says I have the latest versions of all installed modules (except DBD::Pg which has a major bug in the latest version) The data limit is set to 64Mb per process, which appears to be what we're hitting... how big do I need to make the memory limit to handle a 5Mb attachment (so it can be refused due to the size limit)? -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From cubic at acronis.ru Tue Aug 24 02:32:13 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 24 Aug 2004 10:32:13 +0400 Subject: [rt-users] out of memory on large attachments In-Reply-To: <5A2D2A0A-F589-11D8-9655-000A95D14982@khera.org> References: <5A2D2A0A-F589-11D8-9655-000A95D14982@khera.org> Message-ID: <412AE0ED.3080802@acronis.ru> Try to switch GET/POST method to libapr instead of CGI. In lib/RT/Interface/Web.pm delete string args_method => "CGI", I _think_ it can decrease memory usage. If it wouldn't help ofcouse you can increase limit, but in any case this should be considered as RT bug cause sending of mails with large attachments could be used as variant of DOS attacks. Vivek Khera wrote: > I've got a problem with large attachments. I have the > $MaxAttachmentSize set to 1 MB since I don't really want large > attachments in my RT... > > However, I have the situation that when someone emails a ticket to me > with a large attachment, of say, 5Mb encoded, RT issues a temporary > error and the mail server retries that message over and over again, > resulting in mayhem. For example, I have one ticket that had like 80 > copies of the text part of the email, but no copies of the attached file > (until I killed the message from the mail queue). > > The RT error log shows something like this: > > [Tue Aug 24 03:17:28 2004] [crit]: Out of memory during "large" request > for 8392704 bytes, total sbrk() is 44761088 bytes at > /usr/local/lib/perl5/5.8.4/CGI.pm line 679. > > There's nothing of use from the maillog: > > status=deferred (temporary failure. Command output: RT server error. > The RT server which handled your email did not behave as expected. It > said: ) > > So whatever error RT wanted to send back, it was too long for postfix to > log... > > RT 3.2.1 > mod_perl 1.29 > Postgres 7.4.3 > FreeBSD 4.10-RELEASE > apache 1.3.31 > perl 5.8.4 > cpan says I have the latest versions of all installed modules (except > DBD::Pg which has a major bug in the latest version) > > The data limit is set to 64Mb per process, which appears to be what > we're hitting... how big do I need to make the memory limit to handle a > 5Mb attachment (so it can be refused due to the size limit)? > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Tue Aug 24 02:38:59 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 24 Aug 2004 10:38:59 +0400 Subject: [rt-users] problem on install In-Reply-To: <200408232034.i7NKYk7D056202@pan.gwi.net> References: <200408232034.i7NKYk7D056202@pan.gwi.net> Message-ID: <412AE283.9080703@acronis.ru> Reason of error: Your httpd is not well configured. You didn't activate RT::Mason handler for location of RT. apache alias is not enough. You can find sample configs at wiki.bestpractical.com and in archives. If this links wouldn't help then You can share RT's httpd.conf parts. Best regards. Ruslan. John Barbieri wrote: > Hello list. > > > > > > Ive been trying to set RT up for a few days now, and I seem to be > running into problems left and right. I have been able to find qeustions > for most of them, but I am stumped on the current one?.. > > I created an alias in my apache config so I can access RT. > > When I get to the index page, I get a bunch of, how do I put it, gobaly > goop basically. Heres a snippet: > [snip] > > If anyone knows what I can do to solve this problem that would be awesome. > > > > > > Thanks > > > > > > > > John Barbieri > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Tue Aug 24 02:42:04 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 24 Aug 2004 10:42:04 +0400 Subject: [rt-users] Issues after a new install on new machine. Seen this before can not remember the cause. In-Reply-To: <001601c48952$42814c30$c1f2af41@hsdlaptop> References: <001601c48952$42814c30$c1f2af41@hsdlaptop> Message-ID: <412AE33C.40301@acronis.ru> Reason of error: Your httpd is not well configured. You didn't activate RT::Mason handler for location of RT. apache alias is not enough. You can find sample configs at wiki.bestpractical.com and in archives. If this links wouldn't help then You can share RT's httpd.conf parts. Best regards. Ruslan. Shawn Guillemette wrote: > I see then when attempting to view the contains of the > /usr/local/rt3/share/html with a web browser > > > %# 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 => $session > {'home_refresh_interval'} &> > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Tue Aug 24 02:56:38 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 24 Aug 2004 10:56:38 +0400 Subject: [rt-users] Database integrity check? In-Reply-To: <036401c48944$d4ae4a30$249aae80@GWG> References: <036401c48944$d4ae4a30$249aae80@GWG> Message-ID: <412AE6A6.10400@acronis.ru> Garret Gengler wrote: > Are there any proven techniques for cleaning up an old RT database before > migration/upgrade? > > We've been running an old 3.x installation for about two years now (12,000 > tickets), and want to set up a new box with the latest version of RT and > mysql4/INNODB. > > But I'm hesitant about migrating our database directly... we've had > intermittent performance problems and quite a few crashes over the years, > and I'm sure our data violates the schema relationships in some places. > > What would be great would be some sort of export tool, and a smart import > with schema checking. The dumpfile upgrade from rt2 to rt3 seemed to do > something like that, but I haven't found a similar tool for rt3 to rt3. Or RT has own algorithms for updates. > a utility to scan the RT database for violations of the data model and Exactly this functionality I'm integrating into next release of the RTx::Shredder. > remove any mismatching data. True referential integrity would be a godsend, > but I know that's still a ways off. > > On a related not, I was thinking it might be a good idea to simplify our > database by purging deleted tickets... is the RT::Shredder utility safe to > use? Or is it missing parts of the data model (like the purgedead.pl script > is). purgedead script is known to be "broken". It doesn't break RT, but leave crap in DB. As I think/hope(choose whatever you want :)) that RTx::Shredder do this task better. > > Thanks, > -Garret > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From alex at longhill.brighton-hove.sch.uk Tue Aug 24 07:19:14 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Tue, 24 Aug 2004 12:19:14 +0100 Subject: [rt-users] Errors after 3.2.1 upgrade - DBI Panic Message-ID: <74A42BEEBFCE024C95082F9FCCEC40D30215D324@mcmail.mail.longhill.brighton-hove.sch.uk> Hi RT is now working, but every so often we get an internal server error and the following logged: [notice] child pid 11790 exit signal Segmentation Fault (11) [notice] child pid 12534 exit signal Segmentation Fault (11) [notice] child pid 12518 exit signal Segmentation Fault (11) [error] panic: DBI active kids(7) > kids(2) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 410. Any ideas what might be wrong. This is running on Slackware 9 and Perl/Apache/modperl/RT are all built from source. Cheers -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From cubic at acronis.ru Tue Aug 24 07:25:49 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 24 Aug 2004 15:25:49 +0400 Subject: [rt-users] Errors after 3.2.1 upgrade - DBI Panic In-Reply-To: <74A42BEEBFCE024C95082F9FCCEC40D30215D324@mcmail.mail.longhill.brighton-hove.sch.uk> References: <74A42BEEBFCE024C95082F9FCCEC40D30215D324@mcmail.mail.longhill.brighton-hove.sch.uk> Message-ID: <412B25BD.5010303@acronis.ru> As I understand you've rebuilt perl and include old lib pathes into new build. I suggest rebuild DBI and DBD driver that you use. Alexander Harrington wrote: > Hi > > RT is now working, but every so often we get an internal server error and the following logged: > > [notice] child pid 11790 exit signal Segmentation Fault (11) > [notice] child pid 12534 exit signal Segmentation Fault (11) > [notice] child pid 12518 exit signal Segmentation Fault (11) > [error] panic: DBI active kids(7) > kids(2) at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 410. > > Any ideas what might be wrong. > > This is running on Slackware 9 and Perl/Apache/modperl/RT are all built from source. > > Cheers > From alex at longhill.brighton-hove.sch.uk Tue Aug 24 07:28:33 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Tue, 24 Aug 2004 12:28:33 +0100 Subject: [rt-users] Errors after 3.2.1 upgrade - DBI Panic Message-ID: <74A42BEEBFCE024C95082F9FCCEC40D30215D325@mcmail.mail.longhill.brighton-hove.sch.uk> > As I understand you've rebuilt perl and include old lib pathes into new build. > I suggest rebuild DBI and DBD driver that you use. Doesn't installing a new Perl install new DBI and DBD drivers? Alex From alex at longhill.brighton-hove.sch.uk Tue Aug 24 08:19:09 2004 From: alex at longhill.brighton-hove.sch.uk (Alexander Harrington) Date: Tue, 24 Aug 2004 13:19:09 +0100 Subject: [rt-users] Errors after 3.2.1 upgrade - DBI Panic Message-ID: <74A42BEEBFCE024C95082F9FCCEC40D30215D326@mcmail.mail.longhill.brighton-hove.sch.uk> > As I understand you've rebuilt perl and include old lib pathes into new build. > I suggest rebuild DBI and DBD driver that you use. I've loaded CPAN and done install Bundle::DBI and install DBD:mysql Seems better now. Cheers Alex From garretg at uiuc.edu Tue Aug 24 10:32:49 2004 From: garretg at uiuc.edu (Garret Gengler) Date: Tue, 24 Aug 2004 09:32:49 -0500 Subject: [rt-users] Database integrity check? References: <036401c48944$d4ae4a30$249aae80@GWG> <412AE6A6.10400@acronis.ru> Message-ID: <005101c489e7$3b74fd70$249aae80@GWG> > > a utility to scan the RT database for violations of the data model and > > remove any mismatching data. > Exactly this functionality I'm integrating into next release of the > RTx::Shredder. Sounds great... Any idea when you'll be ready to release it? > > On a related not, I was thinking it might be a good idea to simplify our > > database by purging deleted tickets... is the RT::Shredder utility safe to > > use? Or is it missing parts of the data model (like the purgedead.pl script > > is). > purgedead script is known to be "broken". It doesn't break RT, but leave > crap in DB. > > As I think/hope(choose whatever you want :)) that RTx::Shredder do this > task better. Alright, RTx::Shredder it is. :) From bobg at uic.edu Tue Aug 24 10:02:17 2004 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 24 Aug 2004 09:02:17 -0500 Subject: [rt-users] Re: Performance Issues In-Reply-To: Your message of "Tue, 24 Aug 2004 00:31:42 -0000." Message-ID: <200408241402.i7OE2IjU001756@shark.cc.uic.edu> >Ruslan U. Zakirov wrote: >> >> Guys. Please. Fill this info on wiki.bestpractical.com with descriptions >> and may be links to archive of this or other similar discussion. >> >> '-processes X' is not optional record in config but required IMHO. When >> you run only _one_ FastCGI process then it's something like running RT >> under mod_perl in 'httpd -X' mode. > >Another data point: this helped us greatly. I added the following to the >FastCGIFAQ page, and changed the examples below to match -- can someone >fact-check me please? > > Q: Why is RT under FastCGI so sloooooooow? When using a progressive-rendin >g > browser like Firefox I see the entries appear slowly, one at a time, but > the server doesn't appear to be overloaded and the database is not large. > > A: You might only have spawned one mason_handler.fcgi, which would cause > all the httpd processes to block, waiting for it to service them. Make sur >e > you use an appropriate "-processes X" option in your FastCgiServer > directive, as shown below. You should have as many mason_handler.fcgi > processes as the nominal number of httpds that are usually running > (StartServers <= "-processes" <= MaxSpareServers) > Are you sure about your recommended number of processes? My understanding is that apache spawns StartServers processes when it launches, and that it continues to spawn processes, keeping between MinSpareServices and MaxSpareServers idle, just to handle any unanticipated surge. It's quite possible to have MaxSpareServers=10, yet to have 100 running processes on a loaded server. Too many fcgi processes would eat memory, too few won't perform. I also have a question about your explantion. I think it's true that if my request is being processed by the only fcgi process, yours will block until mine is complete. But why would my request, once processing starts, be slow? I would have thought the symptom would be a long latency followed by a fast full page. bobg From cubic at acronis.ru Tue Aug 24 11:21:40 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 24 Aug 2004 19:21:40 +0400 Subject: [rt-users] Re: Performance Issues In-Reply-To: <200408241402.i7OE2IjU001756@shark.cc.uic.edu> References: <200408241402.i7OE2IjU001756@shark.cc.uic.edu> Message-ID: <412B5D04.1030803@acronis.ru> Bob Goldstein wrote: >>Ruslan U. Zakirov wrote: >> >>>Guys. Please. Fill this info on wiki.bestpractical.com with descriptions >>>and may be links to archive of this or other similar discussion. >>> >>>'-processes X' is not optional record in config but required IMHO. When >>>you run only _one_ FastCGI process then it's something like running RT >>>under mod_perl in 'httpd -X' mode. >> >>Another data point: this helped us greatly. I added the following to the >>FastCGIFAQ page, and changed the examples below to match -- can someone >>fact-check me please? >> >> Q: Why is RT under FastCGI so sloooooooow? When using a progressive-rendin >>g >> browser like Firefox I see the entries appear slowly, one at a time, but >> the server doesn't appear to be overloaded and the database is not large. >> >> A: You might only have spawned one mason_handler.fcgi, which would cause >> all the httpd processes to block, waiting for it to service them. Make sur >>e >> you use an appropriate "-processes X" option in your FastCgiServer >> directive, as shown below. You should have as many mason_handler.fcgi >> processes as the nominal number of httpds that are usually running >> (StartServers <= "-processes" <= MaxSpareServers) As I wrote in FAQ other FastCGI guys had reported that one FastCGI process can handle 2-3 httpd process well. Also this should be mentioned on FastCGIConfiguration wiki page. > > > Are you sure about your recommended number of processes? My > understanding is that apache spawns StartServers processes > when it launches, and that it continues to spawn processes, > keeping between MinSpareServices and MaxSpareServers idle, > just to handle any unanticipated surge. It's quite possible > to have MaxSpareServers=10, yet to have 100 running processes > on a loaded server. > > Too many fcgi processes would eat memory, too few won't perform. > > I also have a question about your explantion. I think it's > true that if my request is being processed by the only > fcgi process, yours will block until mine is complete. > But why would my request, once processing starts, be slow? > I would have thought the symptom would be a long latency > followed by a fast full page. Not right. Nobody say that RT is fast like a bullet. And if avg request time 3 seconds it does make sense if you wait 3 or 6(2 concurent requests) or 9 or ... Also you can wait even more if requests for images(static images and other files) goes through FastCGI/mod_perl too :) As I remember this topic is highlighted on ML only. > > bobg From baumgart at cae.wisc.edu Tue Aug 24 12:04:59 2004 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Tue, 24 Aug 2004 11:04:59 -0500 Subject: [rt-users] Text appearing above header Message-ID: <1093363499.932.8.camel@localhost> We are finding a strange thing happening. When someone replies to, resolves, and changes the owner of a ticket all at once, we see the correspondence above the page header. I'm not sure where this is coming from, but it only appears if we resolve, reply, and change the owner all at once. Here is a screenshot of this strange occurence: http://homepages.cae.wisc.edu/~baumgart/rt_strange.png Any ideas on where this is coming from would be appreciated. -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From baumgart at cae.wisc.edu Tue Aug 24 12:05:05 2004 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Tue, 24 Aug 2004 11:05:05 -0500 Subject: [rt-users] Text appearing above header Message-ID: <1093363499.932.9.camel@localhost> We are finding a strange thing happening. When someone replies to, resolves, and changes the owner of a ticket all at once, we see the correspondence above the page header. I'm not sure where this is coming from, but it only appears if we resolve, reply, and change the owner all at once. Here is a screenshot of this strange occurence: http://homepages.cae.wisc.edu/~baumgart/rt_strange.png Any ideas on where this is coming from would be appreciated. -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From dimitry.faynerman at hypermediasystems.com Tue Aug 24 12:22:11 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 24 Aug 2004 09:22:11 -0700 Subject: [rt-users] Text appearing above header In-Reply-To: <1093363499.932.9.camel@localhost> Message-ID: <001601c489f6$82b22690$1504140a@DimitryFaynerman> Somebody inserted a test string and forgot to remove it? :-) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jeremy Baumgartner Sent: Tuesday, August 24, 2004 9:05 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Text appearing above header We are finding a strange thing happening. When someone replies to, resolves, and changes the owner of a ticket all at once, we see the correspondence above the page header. I'm not sure where this is coming from, but it only appears if we resolve, reply, and change the owner all at once. Here is a screenshot of this strange occurence: http://homepages.cae.wisc.edu/~baumgart/rt_strange.png Any ideas on where this is coming from would be appreciated. -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan From steve at lanpherw.net Tue Aug 24 13:36:53 2004 From: steve at lanpherw.net (steve at lanpherw.net) Date: Tue, 24 Aug 2004 12:36:53 -0500 Subject: [rt-users] Filtering lists Message-ID: <1093369013.412b7cb58421a@www.lanpherw.net> I would like to view search results with only 'new', 'open' and 'stalled' listed. Is there a way to filter out resolved? The way I have it now, 'resolved' is listed prior to 'stalled' - and for historical reason, I do not want to delete 'resolved', only hide it from the listing. From tenpin784 at metrocast.net Tue Aug 24 14:39:13 2004 From: tenpin784 at metrocast.net (John Barbieri) Date: Tue, 24 Aug 2004 14:39:13 -0400 Subject: [rt-users] problem on install In-Reply-To: <412AE283.9080703@acronis.ru> Message-ID: <200408241839.i7OIdH7D044174@pan.gwi.net> I have tried multiple different ways to have apache configured. I am sorry, for I forgot to say this is on a FreeBSD 4.10RELEASE box, with RT3 with Apace 1.3 installed via the ports collection. Some stuff ive done (added to the apache confige file): LoadModule fastcgi_module libexec/apache/mod_fastcgi.so AddModule mod_fastcgi.c Outside the vhost: FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 5 In your vhost: AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ AddDefaultCharset UTF-8 SetHandler fastcgi-script That didn't do anything...... I also tried adding: AddHandler fastcgi-script fcgi fcgi fpl AddHandler fastcgi-script fcgi Outside the virtual host, and that did not work either. I also noticed in some manuals I was supposed to use SetHandler perl-script In the Vhost, and that didn't work either. Most of the time, no matter how I do it, the main page comes out the same..... Any ideas??? Thanks John Barbieri -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Tuesday, August 24, 2004 2:39 AM To: John Barbieri Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] problem on install Reason of error: Your httpd is not well configured. You didn't activate RT::Mason handler for location of RT. apache alias is not enough. You can find sample configs at wiki.bestpractical.com and in archives. If this links wouldn't help then You can share RT's httpd.conf parts. Best regards. Ruslan. John Barbieri wrote: > Hello list. > > > > > > Ive been trying to set RT up for a few days now, and I seem to be > running into problems left and right. I have been able to find qeustions > for most of them, but I am stumped on the current one... > > I created an alias in my apache config so I can access RT. > > When I get to the index page, I get a bunch of, how do I put it, gobaly > goop basically. Heres a snippet: > [snip] > > If anyone knows what I can do to solve this problem that would be awesome. > > > > > > Thanks > > > > > > > > John Barbieri > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From vivek at khera.org Tue Aug 24 15:14:32 2004 From: vivek at khera.org (Vivek Khera) Date: Tue, 24 Aug 2004 15:14:32 -0400 Subject: [rt-users] Database migration from 3.0 => 3.2 In-Reply-To: References: <20040816172331.GV27954@pallas.eruditorum.org> <20040816172331.GV27954@pallas.eruditorum.org> <5.2.1.1.2.20040816142509.01f5b5a8@po14.mit.edu> <4129E42E.1000502@acronis.ru> Message-ID: On Aug 23, 2004, at 9:18 AM, Paulo Matos wrote: > > I noticed that there are some differences on the database schema > from 3.0 to 3.2. > > What special care should I have to migrate the data? Is there any > tool (like dumpfile-to-rt-3.2)? Or any howto? The 3.0 to 3.2 upgrade doesn't require any dump/reload. It just requires reading the upgrading instructions that come with 3.2, and following the procedure it outlines. From mikef at ack.Berkeley.EDU Tue Aug 24 16:25:10 2004 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 24 Aug 2004 13:25:10 -0700 (PDT) Subject: [rt-users] Using rt CLI in 3.2.1 Message-ID: I'm trying to learn how to use the 'rt' CLI in 3.2.1, to see how I must modify my perl scripts written for 2.0.15. Most of the CLI seems to be documented well, but I can't figure out how to add a comment to a ticket. In particular, I'd like to do the equivalent of the following that I have in my perl scripts that talk to 2.0.15: rt --id=nnnnn --comment --noedit --source 'filename' where 'filename' is a temporary file I create in my script with content I want to add to the ticket. I've been trying 'rt edit', but it seems all it lets me do is add or change fields like 'Subject', etc. What I want to do is add actual text as a new comment in a ticket. I'd also like to know how to do an interactive edit of the contents of a ticket, which I do now with 2.0.15 like this: rt --id=nnnnn --show [I'm looking at the CLI because I haven't been able to get enough information to learn how to use the API. The documentation is not there and the source is not a good way to learn the basics about the perl object interface to RT. (For example, how to call functions like ticket create, ticket update, etc.). So, at least I figure I should be able to continue using the CLI, once I clarify some things about the way it works in 3.2.1]. Thanks. Mike ------------------------------------------------------------------------------ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu ------------------------------------------------------------------------------ From shildreth at allantgroup.com Tue Aug 24 16:15:12 2004 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Tue, 24 Aug 2004 15:15:12 -0500 Subject: [rt-users] Problems With New Install. Message-ID: <1093378512.89914.647.camel@scotth.emsphone.com> I am having problems with install on RH Box. When I try to access rt the error log shows, [Tue Aug 24 14:09:50 2004] [notice] child pid 16107 exit signal Segmentation fault (11) [Tue Aug 24 14:09:50 2004] [notice] child pid 16106 exit signal Segmentation fault (11) [Tue Aug 24 14:12:28 2004] [notice] child pid 16201 exit signal Segmentation fault (11) [Tue Aug 24 14:12:28 2004] [notice] child pid 16180 exit signal Segmentation fault (11) This is a new apache install, 1.3.31, with perl-5.8.5. The webserver is working(all other pages work), but when I go to access rt3 it will prompt for the ldap password and then nothing. All the logs that I can get are the ones above. I tested this same setup on my FreeBSD server with no problems. I did reinstall everything with the new perl, DBI...etc. Without any logs, the only thing I can think of is recompiling mod_perl & the httpd? Any ideas? Thanks, STH From daves at wavesco.com Tue Aug 24 16:59:38 2004 From: daves at wavesco.com (David Schnardthorst) Date: Tue, 24 Aug 2004 15:59:38 -0500 Subject: [rt-users] RT 3.2.1/Perl 5.8.5 EmailParser.pm/Create ticket problem In-Reply-To: <41297A0E.6030406@lternet.edu> Message-ID: I am having the same issues as well. I tried upgrading to 5.8.5 (installed in /opt/rt/perl) and modified /usr/bin/mason_handler.fcgi to point to this location. When doing so, it still tried to execute /usr/bin/suidperl for some reason, and of course all of the associated 5.8.0 libraries. Any thoughts on how to correct this would be appreciated. Also, please note, I did install all the RT required CPAN libraries (via a bundle I created) for perl in /opt/rt/perl. Thanks, David J. Schnardthorst Waves Corporation Phone: 314.974.0932 / Fax: 636.410.0630 Email: daves at wavesco.com http://www.wavesco.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michelle L. Murillo Sent: Monday, August 23, 2004 12:01 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.2.1/Perl 5.8.5 EmailParser.pm/Create ticket problem Hi, On a Linux RHEL AS 3.x machine, I was originally using Perl 5.8.0 with a new install of RT-3.2.1. When a ticket was created, I got the error listed below. After reading the lists and the README, it looked like Perl 5.8.0 was the culprit. I have installed Perl 5.8.5 (parallel to the RH default install in /usr/), but I am still receiving this error. It looks like the old install of Perl is still being referenced somehow, but I don't understand how or why. (See trace below: /usr/lib/perl5/site_perl/5.8.0... is the original default install. It looks like it has something to do with Mason?). My perl -V info is listed at the very bottom. Also, I configured RT 3.2.1 to use the newer Perl by using the environmental variables PERL5LIB and PERL. Any help would be greatly appreciated! Thanks! Michelle ------------------------------------ error: Unrecognised line: mmurillo at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448 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 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:122 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:182 /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm:448 /usr/local/packages/rt/rt-3.2.1/lib/RT/User_Overlay.pm:553 /usr/local/packages/rt/rt-3.2.1/lib/RT/Ticket_Overlay.pm:520 /usr/local/packages/rt/rt-3.2.1/lib/RT/Interface/Web.pm:318 /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Display.html:75 /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Create.html:257 /usr/local/packages/rt/rt-3.2.1/share/html/autohandler:199 -------------------------------------- raw error: Unrecognised line: mmurillo at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448 Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: mmurillo at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 Carp::croak('Unrecognised line: mmurillo') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122 Mail::Address::_tokenise('mmurillo') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182 Mail::Address::parse('Mail::Address', 'mmurillo') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/EmailParser.pm line 448 RT::EmailParser::ParseAddressFromHeader('', 'mmurillo') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/User_Overlay.pm line 553 RT::User::LoadOrCreateByEmail('RT::User=HASH(0x96e3074)', 'mmurillo') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/Ticket_Overlay.pm line 520 RT::Ticket::Create('RT::Ticket=HASH(0x96cba00)', 'DependsOn', 'ARRAY(0x915c8b0)', 'Requestor', 'ARRAY(0x915599c)', 'TimeEstimated', undef, 'RefersTo', 'ARRAY(0x915fc3c)', 'Cc', 'ARRAY(0x91559f0)', 'ReferredToBy', 'ARRAY(0x915fc54)', 'Subject', '', 'Status', 'new', 'Children', 'ARRAY(0x915c8f8)', 'FinalPriority', 0, 'TimeLeft', '', 'Queue', 'database', 'AdminCc', 'ARRAY(0x915c550)', 'DependedOnBy', 'ARRAY(0x915c8c8)', 'CustomField-2', '', 'Owner', 10, 'MIMEObj', 'MIME::Entity=HASH(0x96c79a0)', 'Type', 'ticket', 'InitialPriority', 0, 'Parents', 'ARRAY(0x915c8e0)', 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '1970-01-01 00:00:00') called at /usr/local/packages/rt/rt-3.2.1/lib/RT/Interface/Web.pm line 318 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Display.html line 75 HTML::Mason::Commands::__ANON__('Owner', 10, 'DependsOn-new', '', 'Requestors', 'mmurillo', 'Cc', '', 'InitialPriority', 0, 'CustomField-2-Values-Magic', 1, 'new-MemberOf', '', 'Subject', '', 'Starts', '', 'CustomField-2-Values', '', 'MemberOf-new', '', 'Attach', '', 'Status', 'new', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeWorked', '', 'new-DependsOn', '', 'Content', 'asdfa', 'TimeLeft', '', 'RefersTo-new', '', 'id', 'new', 'Queue', 'database', 'Due', '', 'AdminCc', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96cb70 c)', 'Owner', 10, 'DependsOn-new', '', 'Requestors', 'mmurillo', 'Cc', '', 'InitialPriority', 0, 'CustomField-2-Values-Magic', 1, 'new-MemberOf', '', 'Subject', '', 'Starts', '', 'CustomField-2-Values', '', 'MemberOf-new', '', 'Attach', '', 'Status', 'new', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeWorked', '', 'new-DependsOn', '', 'Content', 'asdfa', 'TimeLeft', '', 'RefersTo-new', '', 'id', 'new', 'Queue', 'database', 'Due', '', 'AdminCc', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Owner', 10, 'DependsOn-new', '', 'Requestors', 'mmurillo', 'Cc', '', 'InitialPriority', 0, 'CustomField-2-Values-Magic', 1, 'new-MemberOf', '', 'Subject', '', 'Starts', '', 'CustomField-2-Values', '', 'MemberOf-new', '', 'Attach', '', 'Status', 'new', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeWorked', '', 'new-DependsOn', '', 'Content', 'asdfa', 'TimeLeft', '', 'RefersTo-new', '', 'id', 'new', 'Queue', 'database', 'Due', '', 'AdminCc', '') called at /usr/local/packages/rt/rt-3.2.1/share/html/Ticket/Create.html line 257 HTML::Mason::Commands::__ANON__('CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96572d c)', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') 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 9611a54)', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'FinalPriority', 0, 'new-RefersTo', '', 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/local/packages/rt/rt-3.2.1/share/html/autohandler line 199 HTML::Mason::Commands::__ANON__('CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96693a c)', 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'CustomField-2-Values', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'database', 'AdminCc', '', 'Requestors', 'mmurillo', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'Content', 'asdfa', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9611a 54)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...} 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(0x9611a54)') 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( 0x8628b00)', 'Apache::RequestRec=SCALAR(0x86252f0)') called at /usr/local/packages/rt/rt-3.2.1/bin/webmux.pl line 105 eval {...} at /usr/local/packages/rt/rt-3.2.1/bin/webmux.pl line 105 RT::Mason::handler('Apache::RequestRec=SCALAR(0x86252f0)') called at -e line 0 eval {...} at -e line 0 ****************************** perl -V Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.4.21-15.0.3.el, archname=i686-linux uname='linux arctic.lternet.edu 2.4.21-15.0.3.el #1 tue jun 29 18:17:52 edt 2004 i686 i686 i386 gnulinux ' config_args='-de -Dprefix=/usr/local/packages/perl-5.8.5' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=unde f useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEF ILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2', cppflags='-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdb m' ccversion='', gccversion='3.2.3 20030502 (Red Hat Linux 3.2.3-39)', gccosand vers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize =8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.3.2.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: USE_LARGE_FILES Built under linux Compiled at Aug 22 2004 19:58:42 %ENV: PERL="/usr/local/packages/perl-5.8.5/bin/perl" PERL5LIB="/usr/local/packages/perl-5.8.5/lib:/usr/local/packages/perl-5.8.5/ lib/site_perl/i686-linux" @INC: /usr/local/packages/perl-5.8.5/lib/5.8.5/i686-linux /usr/local/packages/perl-5.8.5/lib/5.8.5 /usr/local/packages/perl-5.8.5/lib /usr/local/packages/perl-5.8.5/lib/site_perl/i686-linux /usr/local/packages/perl-5.8.5/lib/5.8.5/i686-linux /usr/local/packages/perl-5.8.5/lib/5.8.5 /usr/local/packages/perl-5.8.5/lib/site_perl/5.8.5/i686-linux /usr/local/packages/perl-5.8.5/lib/site_perl/5.8.5 /usr/local/packages/perl-5.8.5/lib/site_perl . _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From shildreth at allantgroup.com Tue Aug 24 17:27:25 2004 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Tue, 24 Aug 2004 16:27:25 -0500 Subject: [rt-users] Problems With New Install. In-Reply-To: <1093378512.89914.647.camel@scotth.emsphone.com> References: <1093378512.89914.647.camel@scotth.emsphone.com> Message-ID: <1093382845.89914.664.camel@scotth.emsphone.com> Okay, it's not Rt or Mod_Perl, if I comment out the PAM directives for the /rt3 page I am able to get to the login page. So I need to research what's going on with the mod_auth_pam module. Thanks for listening.... STH On Tue, 2004-08-24 at 15:15, Scott T. Hildreth wrote: > I am having problems with install on RH Box. When I try to access > rt the error log shows, > > [Tue Aug 24 14:09:50 2004] [notice] child pid 16107 exit signal > Segmentation fault (11) > [Tue Aug 24 14:09:50 2004] [notice] child pid 16106 exit signal > Segmentation fault (11) > [Tue Aug 24 14:12:28 2004] [notice] child pid 16201 exit signal > Segmentation fault (11) > [Tue Aug 24 14:12:28 2004] [notice] child pid 16180 exit signal > Segmentation fault (11) > > This is a new apache install, 1.3.31, with perl-5.8.5. The webserver > is working(all other pages work), but when I go to access rt3 it > will prompt for the ldap password and then nothing. All the logs > that I can get are the ones above. I tested this same setup on my > FreeBSD server with no problems. I did reinstall everything with > the new perl, DBI...etc. Without any logs, the only thing I can think > of is recompiling mod_perl & the httpd? Any ideas? > > Thanks, > STH > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sguillemette at metrocastcablevision.com Tue Aug 24 17:56:00 2004 From: sguillemette at metrocastcablevision.com (Shawn Guillemette) Date: Tue, 24 Aug 2004 17:56:00 -0400 Subject: [rt-users] Troubles getting the rt mailgate script to work . Message-ID: <000f01c48a25$247cfad0$ed42fea9@hsdlaptop> Im seeing the e following error when attempting to submit an email to a que Sendmail 8.12.11 RT V. 3.0.11 my aliases file has this in it. rt-netops: "|/usr/local/rt3/bin/rt-mailgate --queue 'net-ops' --action correspond --url http://localhost/rt3 I have used this rt-netops: "|/usr/local/rt3/bin/rt-mailgate --queue 'net-ops' --action correspond --url http://hostname/rt3 as well as rt-netops: "|/usr/local/rt3/bin/rt-mailgate --queue 'net-ops' --action correspond --url http://IP-ADDRESS/r3 in all cases I receive this error in my mail logs. prog mailer (/bin/sh) exited with EX_TEMPFAIL Does the URL the alias statement need to proivide full path to the site? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ssalerno at miavita.com Tue Aug 24 18:24:33 2004 From: ssalerno at miavita.com (Salerno, Scott) Date: Tue, 24 Aug 2004 18:24:33 -0400 Subject: [rt-users] Auto Reply & Attachments Message-ID: <230CC2B209F37C4FA83B3EF69D5A4DF601851057@miamail.miavita.com> I have generic autoreply that includes the message the requestor sent to open the ticket. I am simply using the following: $Transaction->Content(). I've noticed when a requestor includes a text file attachment the contents of the text file are displayed but not the user's message and when a non-text attachment is included the following message is sent: This transaction appears to have no content Any advice?? Scott Salerno Manager, Technical Services Miavita, LLC -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Wed Aug 25 03:18:45 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 25 Aug 2004 11:18:45 +0400 Subject: [rt-users] Filtering lists In-Reply-To: <1093369013.412b7cb58421a@www.lanpherw.net> References: <1093369013.412b7cb58421a@www.lanpherw.net> Message-ID: <412C3D55.9000507@acronis.ru> steve at lanpherw.net wrote: > I would like to view search results with only 'new', 'open' and 'stalled' > listed. Is there a way to filter out resolved? The way I have it now, > 'resolved' is listed prior to 'stalled' - and for historical reason, I do not > want to delete 'resolved', only hide it from the listing. From which listing do you want to hide it? Query/Search builder allow you create such search. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rsm at apama.com Wed Aug 25 04:13:39 2004 From: rsm at apama.com (Scott Mitchell) Date: Wed, 25 Aug 2004 09:13:39 +0100 Subject: [rt-users] Trouble creating new Templates Message-ID: <7CD4BE0203A91845A17CE0E8BD9A1289D75E7A@ukcamms002.msapama.apama.com> [Sending this again since the first one was too big for the list - apologies if anyone gets it twice] Hi all, When I (or one of my users) selects Configuration -> Queues -> [SomeQueue] -> Templates -> New Template we get the attached error log, and no new template. The complaint about 'no connection to syslog' is worrying, since this RT installation is quite happily logging to syslog under other circumstances, but it looks like the real error might be this: "Trying to check RT::Queue rights for an unspecified RT::Queue at /usr/local/rt3/lib/RT/Principal_Overlay.pm line 354" The users in question all have admin rights on the queue - any other queue admin activities seem to work just fine. Unfortunately I'm not a Perl hacker nor too familiar with the internals of RT or I'd dig into this further myself. Happy to try any patches/workarounds that anyone can come up with though. Note that I've trimmed the error log to fit within the size limits for this list - let me know if you want to see the whole thing. This is on RT 3.0.11 / Perl 5.8.5 / MySQL 4.0.20 / Apache 1.3.31 / FreeBSD 4.8p20. Cheers, Scott -- Dr. Scott Mitchell, Apama (UK) Ltd, Cambridge, United Kingdom mailto:scott.mitchell at apama.com http://www.apama.com/ Voice: +44 1223 866265 Fax: +44 1223 866222 GSM: +44 7748 767117 -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: error.txt URL: From cubic at acronis.ru Wed Aug 25 04:25:42 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 25 Aug 2004 12:25:42 +0400 Subject: [rt-users] Trouble creating new Templates In-Reply-To: <7CD4BE0203A91845A17CE0E8BD9A1289D75E7A@ukcamms002.msapama.apama.com> References: <7CD4BE0203A91845A17CE0E8BD9A1289D75E7A@ukcamms002.msapama.apama.com> Message-ID: <412C4D06.7010409@acronis.ru> Scott Mitchell wrote: > [Sending this again since the first one was too big for the list - > apologies if anyone gets it twice] > > Hi all, > > When I (or one of my users) selects Configuration -> Queues -> > [SomeQueue] -> Templates -> New Template we get the attached error log, > and no new template. http://wiki.bestpractical.com/index.cgi?RT3OnSolaris > > The complaint about 'no connection to syslog' is worrying, since this RT > installation is quite happily logging to syslog under other > circumstances, but it looks like the real error might be this: > > "Trying to check RT::Queue rights for an unspecified RT::Queue at > /usr/local/rt3/lib/RT/Principal_Overlay.pm line 354" Don't know about this, but remember that this error was reported. > [snip] Best regards. Ruslan. From rsm at apama.com Wed Aug 25 05:12:32 2004 From: rsm at apama.com (Scott Mitchell) Date: Wed, 25 Aug 2004 10:12:32 +0100 Subject: [rt-users] Trouble creating new Templates Message-ID: <7CD4BE0203A91845A17CE0E8BD9A1289D75E7F@ukcamms002.msapama.apama.com> Ruslan U. Zakirov wrote: > Scott Mitchell wrote: >> [Sending this again since the first one was too big for the list - >> apologies if anyone gets it twice] >> >> Hi all, >> >> When I (or one of my users) selects Configuration -> Queues -> >> [SomeQueue] -> Templates -> New Template we get the attached error >> log, and no new template. > http://wiki.bestpractical.com/index.cgi?RT3OnSolaris That seems to have done it - I can now happily create new templates. You guys are excellent - not many places I can get answers to all my dumb questions in < 30 minutes :-) I wonder if the notes in RT_Config.pm should be updated to mention that this tweak might be necessary on FreeBSD as well? Cheers, Scott From cubic at acronis.ru Wed Aug 25 05:16:39 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 25 Aug 2004 13:16:39 +0400 Subject: [rt-users] Trouble creating new Templates In-Reply-To: <7CD4BE0203A91845A17CE0E8BD9A1289D75E7F@ukcamms002.msapama.apama.com> References: <7CD4BE0203A91845A17CE0E8BD9A1289D75E7F@ukcamms002.msapama.apama.com> Message-ID: <412C58F7.4090805@acronis.ru> Scott Mitchell wrote: > Ruslan U. Zakirov wrote: > >>Scott Mitchell wrote: >> >>>[Sending this again since the first one was too big for the list - >>>apologies if anyone gets it twice] >>> >>>Hi all, >>> >>>When I (or one of my users) selects Configuration -> Queues -> >>>[SomeQueue] -> Templates -> New Template we get the attached error >>>log, and no new template. > > >>http://wiki.bestpractical.com/index.cgi?RT3OnSolaris > > > That seems to have done it - I can now happily create new templates. > > You guys are excellent - not many places I can get answers to all my > dumb questions in < 30 minutes :-) > > I wonder if the notes in RT_Config.pm should be updated to mention that > this tweak might be necessary on FreeBSD as well? This change would go into mainline faster if you send 'diff -u' patch to rt-devel@ list. > > > Cheers, > > Scott > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sven.sternberger at desy.de Wed Aug 25 05:01:35 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 25 Aug 2004 11:01:35 +0200 Subject: [rt-users] Getting Approvals working in RT 3.0.11-1 In-Reply-To: <20040714043916.GC14624@vanilla.office.cyber.com.au> References: <20040712052010.GE9397@vanilla.office.cyber.com.au> <20040714043916.GC14624@vanilla.office.cyber.com.au> Message-ID: <412C556F.2010104@desy.de> Hi! I had the same problem. The docu seems to be a little bit broken ;-) Now I have it "working" with the following Template: ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: Approvals Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT It looks like the "Type" thing is very important. bye! Jens Porup wrote: > On Mon, Jul 12, 2004 at 03:20:10PM +1000, Jens Porup wrote: > > No one knows anything about Approvals out there? > > Any help would be *most* appreciated.... > > >>G'day, >> >>Using RT 3.0.11-1, I have set up a scrip in my incoming queue that is: >> >>On Create, Create Tickets with Template: >> >> ===Create-Ticket:ticket_resolution >> Subject: Approve Resolved for ticket {$Tickets{'TOP'}->Subject} >> Depended-On-By: TOP >> Queue: Approvals >> Cc: jensp at strategicdata.com.au >> Content: Someone has set an Incoming Batch ticket's state to Resolved. >> You should review and approve it (or deny it) as necessary. >> ENDOFCONTENT >> >>I have read Appendix 5 thoroughly, and also reviewed the helpful notes at >> http://wiki.bestpractical.com/index.cgi?ApprovalCreation >> >>But I still can't get anything to show up when I click approvals. >> >>I have gone into the __Approval queue and given root all permissions on tickets >>in that queue, but that seems to make now difference. >> >>I'm actually trying to get this to work on a User Defined Condition: >> >> return undef >> unless >> ( >> ($self->TicketObj->FirstCustomFieldValue('state') =~ /Resolved/i) || >> ($self->TicketObj->Status() =~ /resolved/i) >> ); >> return 1; >> >>But to isolate the problem I've testing this with a simple On Create, and it >>produces the same results--or lack thereof. >> >>What am I doing wrong? >> >>Thanks, >> >>Jens >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From tomas.olaj at usit.uio.no Wed Aug 25 07:10:39 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Wed, 25 Aug 2004 13:10:39 +0200 (CEST) Subject: [rt-users] Transferring requests through multiple instances? Message-ID: Hi, We haven't done this yet, but we was wondering if it's possible to transfer requests between instances from queue to queue, and not e-mail forwarding the requests? It's decided that we need multiple instances using RT 3.2.1, since we have thousands of possible users in different departments who wants to run their own instances. We guess it's a need to transfer requests from one instance to another. --- BTW: Thanks to all who has replied on my LDAP questions. We are currently working and testing our own hack that we will contribute later when it's finnished. -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From tomas.olaj at usit.uio.no Wed Aug 25 07:40:44 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Wed, 25 Aug 2004 13:40:44 +0200 (CEST) Subject: [rt-users] How well does RT scale? Message-ID: We are just curious how other universities or large companies deals with a large amount of users (+/- 10.000 - 70.000 RT-users). When we go in production we expect a huge load and increase in database. We have one server a dual Dell 2650 with 32GB (mirrored) disk, 4 GB of memory, 4x 2.4GHz processors and 2 x Gb lan. Running RHES30 (Linux). We probably need to use MRTG to watch the database using a few scripts. At RT FAQ, Jesse Vincent's official database schema diagrams have lost its weblink. I guess some tables are interesting to watch. cheers, Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From rpickering at proscan.com Wed Aug 25 08:13:35 2004 From: rpickering at proscan.com (Robert A.Pickering Jr.) Date: Wed, 25 Aug 2004 08:13:35 -0400 Subject: [rt-users] Troubles getting the rt mailgate script to work . In-Reply-To: <000f01c48a25$247cfad0$ed42fea9@hsdlaptop> References: <000f01c48a25$247cfad0$ed42fea9@hsdlaptop> Message-ID: <302BAFCF-F690-11D8-9A8E-000D93361D84@proscan.com> This should be an FAQ. I had the same problem. You need to make sure that your apache configuration directives EXACTLY match what is in the installation instructions. I had used some other folks when trying to solve other problems, and this is what I got as well. You can run rt-mailgate on the command line and see the error. Bascially, the error is coming from rt-mailgate, because the Apache server is not responding the way it expects. When I modified my virtualhost directives to match the README, it started working. -Rob -- Robert A. Pickering Jr. ProScan Imaging Sr. Network & Security Engineer On Aug 24, 2004, at 5:56 PM, Shawn Guillemette wrote: > Im seeing the e following error when attempting to submit an > email?to?a que > ? > Sendmail 8.12.11 > RT V. 3.0.11 > ? > my aliases file?has this in it.? > rt-netops:? "|/usr/local/rt3/bin/rt-mailgate --queue 'net-ops' > --action correspond --url http://localhost/rt3 > I have used this > rt-netops:? "|/usr/local/rt3/bin/rt-mailgate --queue 'net-ops' > --action correspond --url http://hostname/rt3 > as well as > rt-netops:? "|/usr/local/rt3/bin/rt-mailgate --queue 'net-ops' > --action correspond --url http://IP-ADDRESS/r3 > ? > in all cases I receive this error in my mail logs. > ? > ? > ? > prog mailer (/bin/sh) exited with EX_TEMPFAIL > ? > ? > Does the URL the alias statement need to proivide full path to the > site? > ? > ? > ? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From christian at fischer3.de Wed Aug 25 10:31:59 2004 From: christian at fischer3.de (Christian Fischer) Date: Wed, 25 Aug 2004 16:31:59 +0200 Subject: [rt-users] Forwarded HTML emails broken Message-ID: <005101c48ab0$4841de50$b400a8c0@keytec.local> Just a short question: Sending HTML emails to the RT address does not work correctly in RT 3.0.10, any CC or other recipient get the email forwarded as plain-text with the complete MIME header and body, what is not readable and useable for customers: ############################################################### This is a multi-part message in MIME format... ------------=_1093442843-3636-9 Content-Type: text/plain; charset="utf-8" Antwort zur?ck in HTML! > -----Original Message----- > From: support at key-tec.de [mailto:support at key-tec.de] > Sent: Mittwoch, 25. August 2004 16:04 > To: chrisfi at gmx.de > Cc: fischerc at in.tum.de > Subject: [keytec.de #365] test 2000 HTML Emails > > Antwort an Alle Klienten und CCs! ------------=_1093442843-3636-9 Content-Type: text/html; charset="iso-8859-1" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable blabla ############################################################### I found no possibility to fix this. Can anyone help? Thanks in advance, Christian Fischer -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Wed Aug 25 10:34:56 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 25 Aug 2004 09:34:56 -0500 Subject: [rt-users] Transferring requests through multiple instances? In-Reply-To: Your message of "Wed, 25 Aug 2004 13:10:39 +0200." Message-ID: <200408251434.i7PEYuYu006745@shark.cc.uic.edu> > >Hi, > >We haven't done this yet, but we was wondering if it's possible to >transfer requests between instances from queue to queue, and not e-mail >forwarding the requests? > > > >It's decided that we need multiple instances using RT 3.2.1, since we have >thousands of possible users in different departments who wants to run >their own instances. We guess it's a need to transfer requests from one >instance to another. > A separate instance, in the sense of that wiki article, is a separate mysql database, and at the least, a separate RT_SiteConfig.pm. So the only way to fully transfer a request without using email would require code to read *both* configs (so as to obtain the mysql passwords) and then talk to both databases. But you can't really do that in a single process, since once you 'use RT', you are commited to a single instance. You'd have to have a driver process that forked/execed a process to read the existing ticket info, and some other fork/exec process to write that into the database of the second instance. And then probably "resolve" the ticket in the first instance. Instances are really independent, so once transferred, any future appends to the ticket in the second instance would not be reflected in the data of the first instance. Without custom fields and a bunch more code, once the ticket is transferred, you've lost the connection between tickets, so the guy that initiated the transfer can't find out what action was taken on the ticket after the transfer. If you really need to transfer tickets, I'd suggest only a single instance. You can give some users admin privs over some queues and not others. Just that all users have to share the same code customizations. (Actually, I suppose that's not even true. You could run multiple instances as the wiki suggests, but have them all use the *same* mysql database. Wasn't my original intent, and I think that is way overkill, but you could.) I'll tell you what I did, though. Some large groups here use Clarify, but my group and a few others much prefer RT. To get permission to run RT, I had to make it easy enough for Clarify users to transfer tickets to RT. Clarify does not provide source, but they were able to trigger specially formatted email to RT when tickets were dispatched to select queues. I mod'ed RT to parse this email, to find the original requestors, CC's, subject, content, and ClarifyID. Then RT creates a new RT ticket, using that info to set RT variables, and keeping the ClarifyID in a custom field. If an append is later posted to the Clarify ticket, Clarify will send a different special email to RT, and RT will append that to the RT ticket. A reverse transfer would be possible, but a bit more intricate. Haven't needed it yet. I was going to publish those mods to the wiki, but I've been too pressed for time so far. Still on my list to do so. bobg From whartter at gmx.de Wed Aug 25 14:46:49 2004 From: whartter at gmx.de (Wolfgang Hartter) Date: Wed, 25 Aug 2004 20:46:49 +0200 Subject: [rt-users] Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt:... Message-ID: <200408252046.49345.whartter@gmx.de> After displaying a ticket I get the following warning in rt.log (queue is "LBS"): [warning]: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://LBS (Organization)/ticket/19 (/usr/share/request-tracker3/lib/RT/URI.pm:123) This warning appears 10 times, when displaying tickets of other queues there is the same warning. What's the problem there? How to solve it? Newbie in RT - and sorry for my bad English... Wolfgang Hartter From rt at chaka.net Wed Aug 25 14:47:19 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 25 Aug 2004 14:47:19 -0400 Subject: [rt-users] Changing the starting Ticket-Number In-Reply-To: <41267C27.9823.386978@localhost> References: <41267C27.9823.386978@localhost> Message-ID: <20040825184719.GB17851@chaka.net> You can't. On Fri, Aug 20, 2004 at 10:33:11PM +0200, Joerg Herbert wrote: > Hi all, > > i know this was asked before, but I didn't find it in the archives. > How can I change the ticket-number to a format like yyyymmddnnn with > > yyyymmdd as a date-Format and nnn being an Integer from 000 to 999? > > I know that I have to do it via cron, but didn't find the proper > mysql-Statement. > > Thanks in advance for your help. > > -- > Bye for now, > Bis denne, > Joerg > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From carl at xena.IPAustralia.gov.au Thu Aug 26 01:46:06 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Thu, 26 Aug 2004 15:46:06 +1000 Subject: [rt-users] LDAP email user auto creation missing bit Message-ID: <412D791E.3000708@xena.ipaustralia.gov.au> Afternoon All, In my previous post about using LDAP to auto create users, I missed the file that implements the "LookupExternalUserInfo" method. It should be attached. It goes into "/local/lib/RT". Carl. -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: EmailParser_Local.pm URL: From jens at cyber.com.au Thu Aug 26 02:34:08 2004 From: jens at cyber.com.au (Jens Porup) Date: Thu, 26 Aug 2004 16:34:08 +1000 Subject: [rt-users] two RT3's on the same Debian box Message-ID: <20040826063408.GF18705@vanilla.office.cyber.com.au> G'day all, A look through the archives turns up nothing on this. I want to run two separate instances of request-tracker3 on a Debian box. I know it's relatively easy to run simultaneous instances of RT2 and RT3--but two RT3s seems another matter entirely. Is this on a FAQ anywhere? Or can someone suggest the best way to approach this problem? Thanks, Jens From rt at brtnet.org Thu Aug 26 03:09:23 2004 From: rt at brtnet.org (Bruce Timberlake) Date: Thu, 26 Aug 2004 00:09:23 -0700 Subject: [rt-users] Re: two RT3's on the same Debian box In-Reply-To: <20040826063408.GF18705@vanilla.office.cyber.com.au> References: <20040826063408.GF18705@vanilla.office.cyber.com.au> Message-ID: <200408260009.23730.rt@brtnet.org> > I want to run two separate instances of request-tracker3 on a Debian box. I > know it's relatively easy to run simultaneous instances of RT2 and RT3--but > two RT3s seems another matter entirely. > > Is this on a FAQ anywhere? Or can someone suggest the best way to approach > this problem? Wouldn't you just set up two virtual sites in Apache, one for each instance of RT3 (rt1.example.org and rt2.example.org), and then make sure each RT instance is configured to use a unique database (tickets1 and tickets2 or something)?? I haven't done a multiple install one one server myself, but from the very little bit of digging I've done into the config files in the last few weeks, I don't think it should be a problem to do something like that. My $0.02... I'm sure someone with actual experience can offer more input. From jens at cyber.com.au Thu Aug 26 03:16:36 2004 From: jens at cyber.com.au (Jens Porup) Date: Thu, 26 Aug 2004 17:16:36 +1000 Subject: [rt-users] Re: two RT3's on the same Debian box In-Reply-To: <200408260009.23730.rt@brtnet.org> References: <20040826063408.GF18705@vanilla.office.cyber.com.au> <200408260009.23730.rt@brtnet.org> Message-ID: <20040826071636.GI18705@vanilla.office.cyber.com.au> On Thu, Aug 26, 2004 at 12:09:23AM -0700, Bruce Timberlake wrote: > > I want to run two separate instances of request-tracker3 on a Debian box. I > > know it's relatively easy to run simultaneous instances of RT2 and RT3--but > > two RT3s seems another matter entirely. > > > > Is this on a FAQ anywhere? Or can someone suggest the best way to approach > > this problem? > > Wouldn't you just set up two virtual sites in Apache, one for each instance of > RT3 (rt1.example.org and rt2.example.org), and then make sure each RT > instance is configured to use a unique database (tickets1 and tickets2 or > something)?? > > I haven't done a multiple install one one server myself, but from the very > little bit of digging I've done into the config files in the last few weeks, > I don't think it should be a problem to do something like that. > > My $0.02... I'm sure someone with actual experience can offer more input. I understand how to set up the two virtual hosts. But how do I install two *packaged* request-tracker3 instances? I can't do an "apt-get install request-tracker3" again--I've already got one installed! This is more a Debian packaging question than anything else... sure I can get a fresh tarball and put it in /usr/local/, but a packaged solution would be optimal. Jens From christian at fischer3.de Thu Aug 26 05:45:20 2004 From: christian at fischer3.de (Christian Fischer) Date: Thu, 26 Aug 2004 11:45:20 +0200 Subject: [rt-users] Forwarded HTML emails broken Message-ID: <000601c48b51$6d24da00$b400a8c0@keytec.local> Hello, just a short question (several days of internet research in the mail archives successless...): Sending HTML emails to the RT address does not work correctly in RT 3.0.10, any CC or other recipient get the email forwarded as plain-text with the complete MIME header and body, what is not readable and useable for customers: ############################################################### This is a multi-part message in MIME format... ------------=_1093442843-3636-9 Content-Type: text/plain; charset="utf-8" Antwort zur?ck in HTML! > -----Original Message----- > From: support at key-tec.de [mailto:support at key-tec.de] > Sent: Mittwoch, 25. August 2004 16:04 > To: chrisfi at gmx.de > Cc: fischerc at in.tum.de > Subject: [keytec.de #365] test 2000 HTML Emails > > Antwort an Alle Klienten und CCs! ------------=_1093442843-3636-9 Content-Type: text/html; charset="iso-8859-1" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable blabla ############################################################### I found no possibility to fix this. Can anyone help? Thanks in advance, Christian Fischer From sven.sternberger at desy.de Thu Aug 26 06:18:08 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 26 Aug 2004 12:18:08 +0200 Subject: [rt-users] Subroutines in template code? Message-ID: <412DB8E0.5030201@desy.de> Hi! I'm try to code a workflow with the "CreateTicket" Stuff. I have to create 5 tickets. All the tickets share a code block, but i have no idea how to define a "sub" in the template? I've already tried in an separate block in front of the tickets, but i couldn't call it (func_name() and main::func_name()) could i define a sub and how i have to call it? bye! From jonas.lindvall at alltele.se Thu Aug 26 06:40:17 2004 From: jonas.lindvall at alltele.se (Jonas Lindvall (AllTele)) Date: Thu, 26 Aug 2004 12:40:17 +0200 Subject: [rt-users] When sending E-mails from a php webform References: <006201c486a2$0be72c60$3708a8c0@alltele.se> Message-ID: <006901c48b59$146c7960$3708a8c0@alltele.se> I have a simple PHP webform where I enter information witch i then e-mail into RT. Is there anyway to get RT to recoginize the custom fields?? All thoose e-mails look exactly the same. //Jonas Lindvall From ESantelices at ibill.com Thu Aug 26 09:43:49 2004 From: ESantelices at ibill.com (Eric Santelices) Date: Thu, 26 Aug 2004 09:43:49 -0400 Subject: [rt-users] Bulk update broken after upgrade to 3.21 Message-ID: <3F4D3DEEA7AB8F4FAD4682B547797BB6017FF314@exch01.corp.ibill.com> Since we have upgraded from 3.0.8 to 3.2.1 our bulk ticket update does not work. The page loads and we can select the actions we want to update however when we click on Update All we are returned to the same page in less then 1 second. When we search the tickets we updateded none of the change we applied are there. ********************************************************************** 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 mjoseff at yellowbrix.com Thu Aug 26 09:57:31 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Thu, 26 Aug 2004 09:57:31 -0400 (EDT) Subject: [rt-users] Bulk update broken after upgrade to 3.21 In-Reply-To: <3F4D3DEEA7AB8F4FAD4682B547797BB6017FF314@exch01.corp.ibill.com> References: <3F4D3DEEA7AB8F4FAD4682B547797BB6017FF314@exch01.corp.ibill.com> Message-ID: What's the name of the page? On Thu, 26 Aug 2004, Eric Santelices wrote: }Since we have upgraded from 3.0.8 to 3.2.1 our bulk ticket update does }not work. } }The page loads and we can select the actions we want to update however }when we click on Update All we are returned to the same page in less }then 1 second. When we search the tickets we updateded none of the }change we applied are there. } } }********************************************************************** }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. }********************************************************************** } }_______________________________________________ }http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users } }Be sure to check out the RT wiki at http://wiki.bestpractical.com } -- Matthew Joseff, Director Technical Operations (p) 703.519.1066 (f) 703.548.9151 (m) 202.415.6261 YellowBrix - Transforming Content Into Action. From cubic at acronis.ru Thu Aug 26 09:57:13 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 26 Aug 2004 17:57:13 +0400 Subject: [rt-users] Content type message/partial. Message-ID: <412DEC39.2010305@acronis.ru> Hello, folks. Vanilla RT doesn't handle well mails that were splitted into parts and sent with 'message/partial'[1] content type. This mails come in RT unchanged. So all data becomes useless. For example Microsoft Outlook Express 6.00.2800.1437 can send such mails. Does somebody have any solutions or ideas about how to handle such data? Best regards. Ruslan. [1] http://zvon.org/tmRFC/RFC2046/Output/chapter5.html#sub2 From dimitry.faynerman at hypermediasystems.com Thu Aug 26 10:12:06 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Thu, 26 Aug 2004 07:12:06 -0700 Subject: [rt-users] When sending E-mails from a php webform In-Reply-To: <006901c48b59$146c7960$3708a8c0@alltele.se> Message-ID: <000901c48b76$ab250b70$1004140a@DimitryFaynerman> In my understanding, you have to use custom fields with the names like CustomField-ddddttttttttt where dddd - a number, and ttttttttt - whatever you want -Dimitry -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonas Lindvall (AllTele) Sent: Thursday, August 26, 2004 3:40 AM To: Jonas Lindvall (AllTele); rt-users at lists.bestpractical.com Subject: [rt-users] When sending E-mails from a php webform I have a simple PHP webform where I enter information witch i then e-mail into RT. Is there anyway to get RT to recoginize the custom fields?? All thoose e-mails look exactly the same. //Jonas Lindvall _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From adam at centerfield.co.za Thu Aug 26 11:03:40 2004 From: adam at centerfield.co.za (Adam Arlett) Date: Thu, 26 Aug 2004 17:03:40 +0200 Subject: [rt-users] newbie Message-ID: <200408261515.i7QFF8M16281@cymaziz-004.cymaziz.co.za> Hi, I am new to RT (and Linux for that matter), I have installed it and everything seems to be working fine. I am a bit confused over rights and scrips, I've read the draft manual and its very good at telling you what everything does but not why. Does anyone know of a best practices document or something that tells you what can be accomplished with RT and how to get started? Many thanks, Adam Arlett -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Thu Aug 26 11:14:30 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Thu, 26 Aug 2004 17:14:30 +0200 Subject: [rt-users] newbie In-Reply-To: <200408261515.i7QFF8M16281@cymaziz-004.cymaziz.co.za> References: <200408261515.i7QFF8M16281@cymaziz-004.cymaziz.co.za> Message-ID: <412DFE56.3090609@desy.de> For me http://www.sun.com/bigadmin/features/articles/req_track_1.html was a good starter! bye! Adam Arlett wrote: > Hi, > > > > I am new to RT (and Linux for that matter), I have installed it and > everything seems to be working fine. > > > > I am a bit confused over rights and scrips, I?ve read the draft manual > and its very good at telling you what everything does but not why? Does > anyone know of a best practices document or something that tells you > what can be accomplished with RT and how to get started? > > > > Many thanks, > > > > Adam Arlett > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From dblavos at wyops.com Thu Aug 26 11:15:56 2004 From: dblavos at wyops.com (Daniel Blavos) Date: Thu, 26 Aug 2004 09:15:56 -0600 Subject: [rt-users] RT Install Problems Message-ID: <004e01c48b7f$993b3c00$81a9a8c0@corp.wyops.com> Good morning everyone, I am new to RT, and it seems like an amazing program to be running. My problem is that I am having problems getting it to run with Apache. I already have a webserver dedicated to the LAN, and that runs perfectly. I've tried to run just a simple "apt-get install request-tracker" but I just seem to get "Couldn't find package request-tracker." Any ideas to help a noob? Thanks everyone, this is a great list. Dan -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Thu Aug 26 12:19:03 2004 From: seph at directionless.org (seph) Date: Thu, 26 Aug 2004 12:19:03 -0400 Subject: [rt-users] Re: When sending E-mails from a php webform In-Reply-To: <006901c48b59$146c7960$3708a8c0@alltele.se> (Jonas Lindvall's message of "Thu, 26 Aug 2004 12:40:17 +0200") References: <006201c486a2$0be72c60$3708a8c0@alltele.se> <006901c48b59$146c7960$3708a8c0@alltele.se> Message-ID: > Is there anyway to get RT to recoginize the custom fields?? All thoose > e-mails look exactly the same. parsing custom fields from email has been covered on the mailing list. The current preferred method is to use a scrip. Check the list archives. seph From cubic at acronis.ru Thu Aug 26 12:25:45 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 26 Aug 2004 20:25:45 +0400 Subject: [rt-users] newbie In-Reply-To: <200408261515.i7QFF8M16281@cymaziz-004.cymaziz.co.za> References: <200408261515.i7QFF8M16281@cymaziz-004.cymaziz.co.za> Message-ID: <412E0F09.1050901@acronis.ru> Adam Arlett wrote: > Hi, Hello. > > I am new to RT (and Linux for that matter), I have installed it and > everything seems to be working fine. Wellcome. > > > > I am a bit confused over rights and scrips, I?ve read the draft manual > and its very good at telling you what everything does but not why? Does > anyone know of a best practices document or something that tells you > what can be accomplished with RT and how to get started? You can read http://wiki.bestpractical.com http://wiki.bestpractical.com/?FAQ http://wiki.bestpractical.com/?Rights http://wiki.bestpractical.com/?WriteCustomScript > > > Many thanks, > > > > Adam Arlett > From cubic at acronis.ru Thu Aug 26 12:28:39 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 26 Aug 2004 20:28:39 +0400 Subject: [rt-users] RT Install Problems In-Reply-To: <004e01c48b7f$993b3c00$81a9a8c0@corp.wyops.com> References: <004e01c48b7f$993b3c00$81a9a8c0@corp.wyops.com> Message-ID: <412E0FB7.80108@acronis.ru> Daniel Blavos wrote: > Good morning everyone, > > I am new to RT, and it seems like an amazing program to be running. > My problem is that I am having problems getting it to run with Apache. > I already have a webserver dedicated to the LAN, and that runs > perfectly. I've tried to run just a simple "apt-get install > request-tracker" but I just seem to get "Couldn't find package > request-tracker." Any ideas to help a noob? Thanks everyone, this is a > great list. As variant get tarball and follow README file. > > Dan > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From dadams at aspect1.net Thu Aug 26 12:42:12 2004 From: dadams at aspect1.net (Dan Adams) Date: Thu, 26 Aug 2004 09:42:12 -0700 Subject: [rt-users] Issues after a new install on new machine. Seen thisbefore can not remember the cause. In-Reply-To: <412AE33C.40301@acronis.ru> Message-ID: <001501c48b8b$a6b2fec0$3c00000a@daninfochi> I am curious, does anyone know if there is a page on the website below that has information on the "PerlHandler" command? Apparently when I uncomment it in my httpd.conf file, apache seems to say that the PerlHandler is either misspelled or an unknown command. I checked the version of apache I am running, and it is 1.3.3. Dan Adams - dadams at aspect1.net http://www.aspect1.net -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan U. Zakirov Sent: Monday, August 23, 2004 11:42 PM To: Shawn Guillemette Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Issues after a new install on new machine. Seen thisbefore can not remember the cause. Reason of error: Your httpd is not well configured. You didn't activate RT::Mason handler for location of RT. apache alias is not enough. You can find sample configs at wiki.bestpractical.com and in archives. If this links wouldn't help then You can share RT's httpd.conf parts. Best regards. Ruslan. Shawn Guillemette wrote: > I see then when attempting to view the contains of the > /usr/local/rt3/share/html with a web browser > > > %# 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 => $session > {'home_refresh_interval'} &> > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Thu Aug 26 13:44:16 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 26 Aug 2004 21:44:16 +0400 Subject: [rt-users] Issues after a new install on new machine. Seen thisbefore can not remember the cause. In-Reply-To: <001501c48b8b$a6b2fec0$3c00000a@daninfochi> References: <001501c48b8b$a6b2fec0$3c00000a@daninfochi> Message-ID: <412E2170.8060801@acronis.ru> Dan Adams wrote: > I am curious, does anyone know if there is a page on the website below that > has information on the "PerlHandler" command? Apparently when I uncomment it > in my httpd.conf file, apache seems to say that the PerlHandler is either > misspelled or an unknown command. I checked the version of apache I am > running, and it is 1.3.3. 1.3.3? Are you shure? It's very old. PerlHandler - is apache config command that is installs with mod_perl. Unless you apache runs mod_perl extension you don't have 'Perl*' options. > > Dan Adams - dadams at aspect1.net > http://www.aspect1.net > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan U. > Zakirov > Sent: Monday, August 23, 2004 11:42 PM > To: Shawn Guillemette > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Issues after a new install on new machine. Seen > thisbefore can not remember the cause. > > > Reason of error: Your httpd is not well configured. You didn't activate > RT::Mason handler for location of RT. apache alias is not enough. > > You can find sample configs at wiki.bestpractical.com and in archives. > If this links wouldn't help then You can share RT's httpd.conf parts. > > Best regards. Ruslan. > > Shawn Guillemette wrote: > >>I see then when attempting to view the contains of the >>/usr/local/rt3/share/html with a web browser >> >> >>%# 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 => $session >>{'home_refresh_interval'} &> >> >> >>---------------------------------------------------------------------- >>-- >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Thu Aug 26 14:15:02 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 26 Aug 2004 22:15:02 +0400 Subject: [rt-users] Subroutines in template code? In-Reply-To: <412DB8E0.5030201@desy.de> References: <412DB8E0.5030201@desy.de> Message-ID: <412E28A6.1000703@acronis.ru> Sven Sternberger wrote: > Hi! > > I'm try to code a workflow with the "CreateTicket" Stuff. I have to > create 5 tickets. All the tickets share a code block, but i have no idea > how to define a "sub" in the template? I've already tried in an separate > block in front of the tickets, but i couldn't call it (func_name() and > main::func_name()) > > could i define a sub and how i have to call it? Could you please share small part of teplate that will show as what you try to do. > > bye! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From dimitry.faynerman at hypermediasystems.com Thu Aug 26 14:58:43 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Thu, 26 Aug 2004 11:58:43 -0700 Subject: [rt-users] encoding problems Message-ID: <000001c48b9e$b5a96e10$1004140a@DimitryFaynerman> Hello, I have a simple HTML form to enter some data. Subject is selected from a select box, and the ticket body is entered as a textarea. Both of them contain Japanese characters, and the HTML page displayed in shift-JIS encoding. After the page gets submitted, an email is being sent like this: my $entity = MIME::Entity->build( From => ., To => ., Subject => $cgiInput->param("subject"), Type => "text/plain", Charset => "shift-JIS", Data => $cgiInput->param("TicketBody") ); open (MAIL, "|/usr/sbin/sendmail -oi -t") || return(0); print MAIL $entity->as_string; close(MAIL); The problem is when I look at the ticket in RT, the encoding of the subject is correct, but the ticket body is screwed up. It's not shift-jis, and it's not in Unicode. I don't even know what encoding it's displayed in. It just looks as a garbage. My RT_Siteconfig file has this: @EmailInputEncodings = qw(shift-JIS utf-8 iso-8859-1 us-ascii); Set($EmailOutputEncoding , 'shift-jis'); Can anybody give me a qlue what I'm doing wrong? I use RT 3.0.9 Thanks, Dimitry -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.falkenburger at rbc.com Thu Aug 26 15:02:41 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Thu, 26 Aug 2004 15:02:41 -0400 Subject: [rt-users] encrypted email Message-ID: <1AA4003F8D264140917F84EDBF6ED8590263D27F@sew01063.maple.fg.rbc.com> Just wondering if anyone has set up RT so that it sends and can receive encrypted email. Thanks. Dave ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From dadams at aspect1.net Thu Aug 26 16:29:31 2004 From: dadams at aspect1.net (Dan Adams) Date: Thu, 26 Aug 2004 13:29:31 -0700 Subject: [rt-users] Issues after a new install on new machine. Seen thisbefore can not remember the cause. In-Reply-To: <412E2170.8060801@acronis.ru> Message-ID: <002301c48bab$649a2a70$3c00000a@daninfochi> Hmm, The other servers we have with apache use apache 1.3 so I am not thinking it is too old, which version are you using? Also, is there a way to check about the mod_perl extension? I thought it was installed when the rt3 stuff was setup. Dan Adams - dadams at aspect1.net http://www.aspect1.net -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Thursday, August 26, 2004 10:44 AM To: Dan Adams Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Issues after a new install on new machine. Seen thisbefore can not remember the cause. Dan Adams wrote: > I am curious, does anyone know if there is a page on the website below > that has information on the "PerlHandler" command? Apparently when I > uncomment it in my httpd.conf file, apache seems to say that the > PerlHandler is either misspelled or an unknown command. I checked the > version of apache I am running, and it is 1.3.3. 1.3.3? Are you shure? It's very old. PerlHandler - is apache config command that is installs with mod_perl. Unless you apache runs mod_perl extension you don't have 'Perl*' options. > > Dan Adams - dadams at aspect1.net > http://www.aspect1.net > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan > U. Zakirov > Sent: Monday, August 23, 2004 11:42 PM > To: Shawn Guillemette > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Issues after a new install on new machine. > Seen thisbefore can not remember the cause. > > > Reason of error: Your httpd is not well configured. You didn't > activate > RT::Mason handler for location of RT. apache alias is not enough. > > You can find sample configs at wiki.bestpractical.com and in archives. > If this links wouldn't help then You can share RT's httpd.conf parts. > > Best regards. Ruslan. > > Shawn Guillemette wrote: > >>I see then when attempting to view the contains of the >>/usr/local/rt3/share/html with a web browser >> >> >>%# 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'} &> >> >> >>---------------------------------------------------------------------- >>-- >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From dustin at cnw.com Thu Aug 26 16:34:46 2004 From: dustin at cnw.com (dustin at cnw.com) Date: Thu, 26 Aug 2004 13:34:46 -0700 (PDT) Subject: [rt-users] Unusually long queries when calling GET_LOCK with MySQL Message-ID: Hello, I've been watching my slow queries log and came across some really long queries, which happen at the same time one of our RT users has troubles accessing RT. This happens when the one user attempts any action in RT. It is just happening for this one user, and the problem goes away if that user starts a new session. The only other things in my slow query log look like ACL checks similar to the ones listed at the bottom of this email. These seemed a little bit long and I was wondering if anyone could give me some pointers of how to go about troubleshooting this. RT 3.0.10, Perl 5.8.2 (ick), MySQL 4.0.16, FreeBSD 5.2-CURRENT Thanks, Dustin ------------------------- # Time: 040826 10:32:15 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 1294 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-ae38b18e1826f57e5ac417069b4dd822', 3600); # Time: 040826 10:21:31 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 1185 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-ae38b18e1826f57e5ac417069b4dd822', 3600); # Time: 040826 10:27:02 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 1500 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-ae38b18e1826f57e5ac417069b4dd822', 3600); # Time: 040826 10:16:05 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 861 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-ae38b18e1826f57e5ac417069b4dd822', 3600); # Time: 040826 10:38:13 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 1465 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-ae38b18e1826f57e5ac417069b4dd822', 3600); # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 516 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-ae38b18e1826f57e5ac417069b4dd822', 3600); # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 423 Lock_time: 0 Rows_sent: 1 Rows_examined: 0 SELECT GET_LOCK('Apache-Session-ae38b18e1826f57e5ac417069b4dd822', 3600); ------------------------- # Time: 040826 13:13:34 # User at Host: rt_user[rt_user] @ localhost [] # Query_time: 3 Lock_time: 0 Rows_sent: 17 Rows_examined: 71 SELECT DISTINCT main.* FROM ( Groups main LEFT JOIN Principals as Principals_2 ON ( main.id = Principals_2.id)), ACL ACL_1 WHERE ((ACL_1.RightName = 'OwnTicket')OR(ACL_1.RightName = 'SuperUser')) AND ((Principals_2.Disabled = '0')) AND ( ( ACL_1.PrincipalId = main.id AND ACL_1.PrincipalType = 'Group' AND ( main.Domain = 'SystemInternal' OR main.Domain = 'UserDefined' OR main.Domain = 'ACLEquivalence')) OR ( ( (main.Domain = 'RT::Queue-Role' AND main.Instance = 4) OR ( main.Domain = 'RT::Ticket-Role' AND main.Instance = 331092) ) AND main.Type = ACL_1.PrincipalType) ) AND (ACL_1.ObjectType = 'RT::System' OR (ACL_1.ObjectType = 'RT::Queue' AND ACL_1.ObjectId = 4) ) ORDER BY main.Name ASC; From JChen at paymentone.com Thu Aug 26 17:58:29 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 26 Aug 2004 14:58:29 -0700 Subject: [rt-users] Renaming "Nobody" to "Unassigned" Message-ID: <6D6E09D687772640AA41F009EB85FE0505742317@CPMAL00.corpnet.p1.local> Hello all, I am wondering if I rename user ?Nobody? to ?Unassigned? would cause any problems with RT or not. My boss feels its wrong use wording. Using RT 3.0.11 Perl 5.8.3 Thanks! -Jonathan -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From stevodevo at gmail.com Thu Aug 26 18:41:24 2004 From: stevodevo at gmail.com (Steve Berg) Date: Thu, 26 Aug 2004 15:41:24 -0700 Subject: [rt-users] Attachment Question Message-ID: <609f09880408261541600cbe0c@mail.gmail.com> Hi All, When I add a .rtf file or a .txt file as an attachment to a ticket, RT seems to copy the entire text of the file INTO the ticket rather than leaving it as an attachment. This is a little painful and makes the ticket very large as the files we attach are typically log files. Any way to stop RT doing this? Thanks -Steve From bsegal at DECARIE.COM Thu Aug 26 18:53:46 2004 From: bsegal at DECARIE.COM (Bruce Segal) Date: Thu, 26 Aug 2004 18:53:46 -0400 Subject: [rt-users] Attachment Question Message-ID: I believe there's a configuration item in the RT_SiteConfig.pm file that sets the maximum inline attachment. # $MaxInlineBody is the maximum attachment size that we want to see # inline when viewing a transaction. 13456 is a random sane-sounding # default. Set($MaxInlineBody, 13456); From sven.sternberger at desy.de Fri Aug 27 03:25:04 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 27 Aug 2004 09:25:04 +0200 Subject: [rt-users] Subroutines in template code? In-Reply-To: <412E28A6.1000703@acronis.ru> References: <412DB8E0.5030201@desy.de> <412E28A6.1000703@acronis.ru> Message-ID: <412EE1D0.5080502@desy.de> Hello! >> could i define a sub and how i have to call it? > > > Could you please share small part of teplate that will show as what you try to do. Here comes the template (this don't work) >> { sub my_func { return "Hello World"; } } ===Create-Ticket: my_template_1 Subject: A template with a sub call! Content: { my_func(); } ===Create-Ticket: my_template_2 Subject: A second template with a sub call! Content: { my_func(); } << hope this is understandable! bye and thanx! From cubic at acronis.ru Fri Aug 27 04:15:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 27 Aug 2004 12:15:22 +0400 Subject: [rt-users] Subroutines in template code? In-Reply-To: <412EE1D0.5080502@desy.de> References: <412DB8E0.5030201@desy.de> <412E28A6.1000703@acronis.ru> <412EE1D0.5080502@desy.de> Message-ID: <412EED9A.8020505@acronis.ru> As fasr as I can see from CreateTicket.pm prepare sub ignore blocks before any ===Create-Ticket. Not exactly ignore, but lost due assignment. .... my $template_id; foreach my $line (split(/\n/,$self->TemplateObj->Content)) { if ($line =~ /^===Create-Ticket: (.*)$/) { $template_id = $1; push @{$self->{'template_order'}},$template_id; } else { $self->{'templates'}->{$template_id} .= $line."\n"; } } .... Sven Sternberger wrote: > Hello! > > >> could i define a sub and how i have to call it? > > > > > > Could you please share small part of teplate that will show as what > you try to do. > > > > Here comes the template (this don't work) > >> > { > sub my_func { > return "Hello World"; > } > } > > ===Create-Ticket: my_template_1 > Subject: A template with a sub call! > Content: { my_func(); } > > ===Create-Ticket: my_template_2 > Subject: A second template with a sub call! > Content: { my_func(); } > << > > hope this is understandable! > > bye and thanx! From stephen at jadevine.org.uk Fri Aug 27 03:41:35 2004 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Fri, 27 Aug 2004 08:41:35 +0100 Subject: [rt-users] RT Install Problems In-Reply-To: <004e01c48b7f$993b3c00$81a9a8c0@corp.wyops.com> References: <004e01c48b7f$993b3c00$81a9a8c0@corp.wyops.com> Message-ID: <20040827074134.GA30892@computing-services.oxford.ac.uk> On Thu, Aug 26, 2004 at 09:15:56AM -0600, Daniel Blavos wrote: > Good morning everyone, > > I am new to RT, and it seems like an amazing program to be > running. My problem is that I am having problems getting it to run > with Apache. I already have a webserver dedicated to the LAN, and > that runs perfectly. I've tried to run just a simple "apt-get > install request-tracker" but I just seem to get "Couldn't find > package request-tracker." Any ideas to help a noob? Thanks > everyone, this is a great list. If this is on Debian sarge/testing or sid/unstable you want: apt-get install request-tracker3 If you are on Woody/stable you will just have to wait a little while longer until sarge becomes the new stable. It really should not be too long now before that happens. Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From cubic at acronis.ru Fri Aug 27 04:40:56 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 27 Aug 2004 12:40:56 +0400 Subject: [rt-users] Issues after a new install on new machine. Seen thisbefore can not remember the cause. In-Reply-To: <002301c48bab$649a2a70$3c00000a@daninfochi> References: <002301c48bab$649a2a70$3c00000a@daninfochi> Message-ID: <412EF398.50004@acronis.ru> Dan Adams wrote: > Hmm, The other servers we have with apache use apache 1.3 so I am not > thinking it is too old, which version are you using? You said 1.3.3. Latest version for 1.3.x family is 1.3.31. > > Also, is there a way to check about the mod_perl extension? I thought it was > installed when the rt3 stuff was setup. You didn't read README well. RT doesn't install/configure apache/FastCGI/mod_perl for you. If you are using some distro based RT packaged then you should consult with distributor. If you are building from source then you have to read: http://perl.apache.org/docs/1.0/guide/install.html also: http://perl.apache.org/docs/1.0/guide/install.html#How_can_I_tell_whether_mod_perl_is_running_ > > Dan Adams - dadams at aspect1.net > http://www.aspect1.net > > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Thursday, August 26, 2004 10:44 AM > To: Dan Adams > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Issues after a new install on new machine. Seen > thisbefore can not remember the cause. > > > Dan Adams wrote: > >>I am curious, does anyone know if there is a page on the website below >>that has information on the "PerlHandler" command? Apparently when I >>uncomment it in my httpd.conf file, apache seems to say that the >>PerlHandler is either misspelled or an unknown command. I checked the >>version of apache I am running, and it is 1.3.3. > > 1.3.3? Are you shure? It's very old. > PerlHandler - is apache config command that is installs with mod_perl. > Unless you apache runs mod_perl extension you don't have 'Perl*' options. > > >>Dan Adams - dadams at aspect1.net >>http://www.aspect1.net >> >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan >>U. Zakirov >>Sent: Monday, August 23, 2004 11:42 PM >>To: Shawn Guillemette >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Issues after a new install on new machine. >>Seen thisbefore can not remember the cause. >> >> >>Reason of error: Your httpd is not well configured. You didn't >>activate >>RT::Mason handler for location of RT. apache alias is not enough. >> >>You can find sample configs at wiki.bestpractical.com and in archives. >>If this links wouldn't help then You can share RT's httpd.conf parts. >> >> Best regards. Ruslan. >> >>Shawn Guillemette wrote: >> >> >>>I see then when attempting to view the contains of the >>>/usr/local/rt3/share/html with a web browser >>> >>> >>>%# 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'} &> >>> From ch at westend.com Fri Aug 27 08:43:41 2004 From: ch at westend.com (Christian Hammers) Date: Fri, 27 Aug 2004 14:43:41 +0200 Subject: [rt-users] Unbelievable slow?! Message-ID: <20040827124341.GA19208@westend.com> Hello I'm currently trying out request-tracker3.2 as Debian package and really like its features. Sadly, installed on my desktop (Celeron 600MHz, 768MB RAM, Mozilla, MySQL) it is horrible slow where slow means about 4-5s to display a test ticket in an else empty system! I tried the following modes and watched the mysql logfile and the network traffic with ngrep mod_perl HTTP uses chunked-encoding and I can watch the ticket tables slowly building up Configuration: PerlRequire /usr/share/request-tracker3.2/libexec/webmux.pl PerlModule Apache::DBI PerlFreshRestart Off Alias /rt /usr/share/request-tracker3.2/html SetHandler default-handler SetHandler perl-script PerlHandler RT::Mason fast-cgi Not much faster, I wait 3s and then the ticket comes immediately to display as it does not use chunked encoding. Configuration: AddDefaultCharset UTF-8 FastCgiIpcDir /tmp FastCgiServer /usr/share/request-tracker3.2/libexec/mason_handler.fcgi -idle-timeout 120 -processes 4 AddHandler fastcgi-script fcgi ScriptAlias /rt /usr/share/request-tracker3.2/libexec/mason_handler.fcgi/ The MySQL logfiles shows some queries every now and then, I tried them by hand but they completet in 0.0s. top shows me that either apache or masing_handler.fcgi are using 90% cpu time. Is there anything that I could have configured wrong? I mean it's plain HTML with a little bit SQL, the page should show up after max 1s... Any help appreciated! bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From philippe.dhont at searo.be Fri Aug 27 09:13:37 2004 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Fri, 27 Aug 2004 15:13:37 +0200 Subject: [rt-users] RT installation Message-ID: <8D23126C627DA047BB1114A42C6C14526B1ABB@server1.searo.local> Hi, I am trying to install RT. I downloaded and installed all perl modules, mod_perl, latest apache, mysql, ... Tables in mysql are okay, modperl is ok, in my apache event i get: Apache/2.0.50 (unix) mod_perl/1.99_16 Perl/v5.8.5 PHP/4.3.6 configured --resuming normal operations So i guess perl is working in apache. Then i stop apache and try to add a PerlModule line and i get: [Fri Aug 27 15:13:54 2004] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 make make make . /usr/local/apache2/ /usr/local/apache2/lib/perl) at (eval 2) line 3.\n [Fri Aug 27 15:13:54 2004] [error] Can't load Perl module Apache::DBI for server 10.51.10.30:0, exiting... When i do a search, i can find DBI.pm in another directory ==> /usr/local/share/perl/5.8.3/Apache How can i resolve this so that apache knows the right directory ? Thnx! Philippe From philippe.dhont at searo.be Fri Aug 27 09:32:37 2004 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Fri, 27 Aug 2004 15:32:37 +0200 Subject: [rt-users] RT installation Message-ID: <8D23126C627DA047BB1114A42C6C14526B1ABE@server1.searo.local> I did, when i check the perl dependencies of RT, it was missing in the beginning...then i installed it with CPAN. The file dbp.pm exists but in another directory. I want to know how i can point apache to that directory. Thnx & grtz, Philippe -----Original Message----- From: Sent: vrijdag 27 augustus 2004 16:30 To: Philippe Dhont (Sea-ro) Subject: Re: [rt-users] RT installation You have to install the package Apache::DBI for your new perl ie: /path/to/your/new/perl/perl -MCPAN -e'install Apache::DBI' Nicolas Varney "Philippe Dhont (Sea-ro)" on 27/08/2004 15:13:37 To: rt-users at lists.bestpractical.com cc: (bcc: Nicolas Varney/Interne/EDT) Subject: [rt-users] RT installation Hi, I am trying to install RT. I downloaded and installed all perl modules, mod_perl, latest apache, mysql, ... Tables in mysql are okay, modperl is ok, in my apache event i get: Apache/2.0.50 (unix) mod_perl/1.99_16 Perl/v5.8.5 PHP/4.3.6 configured --resuming normal operations So i guess perl is working in apache. Then i stop apache and try to add a PerlModule line and i get: [Fri Aug 27 15:13:54 2004] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 make make make . /usr/local/apache2/ /usr/local/apache2/lib/perl) at (eval 2) line 3.\n [Fri Aug 27 15:13:54 2004] [error] Can't load Perl module Apache::DBI for server 10.51.10.30:0, exiting... When i do a search, i can find DBI.pm in another directory ==> /usr/local/share/perl/5.8.3/Apache How can i resolve this so that apache knows the right directory ? Thnx! Philippe _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From nvarney at edt.fr Fri Aug 27 10:22:49 2004 From: nvarney at edt.fr (nvarney at edt.fr) Date: Fri, 27 Aug 2004 15:22:49 +0100 Subject: [rt-users] Trouble: Mail addresses modified by RT Message-ID: <41256EFD.004EF8C9.00@notes.edt.fr> RT 3.2.1 installed on a RedHat 9 with perl 5.8.5 Our machine have a realname.ourdomain.com and an alias rt.ourdomain.com Mail queues email addresses are queue at rt.ourdomain.com and queue-comment at ourdomain.com When a user send a mail to an rt queue, the ticket opens but the mail address of the destination... ie: user at adomain.com send a mail to queue at rt.ourdomain.com tickets open correctly, but a cc appears (queue at realname.ourdomain.com) and the reply mail sended to users appears like that: From: "Queue Description" Reply-To: Don't understand why the realname of the machine replace the alias. Does anyone have a clue ? Thanks in advance. Regards Nicolas Varney From philippe.dhont at searo.be Fri Aug 27 09:42:39 2004 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Fri, 27 Aug 2004 15:42:39 +0200 Subject: [rt-users] RT installation Message-ID: <8D23126C627DA047BB1114A42C6C14526B1ABF@server1.searo.local> I tried to install the DBI again and now i have an error (since i configured the new perl) Can anyone help with it ? There seems to be a fault with the path or something..? Thnx ... Checking if your kit is complete... Looks good Warning: prerequisite DBI 1.08 not found. Can't locate DBI/DBD.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 make make make .) at Makefile.PL line 294. Running make test Make had some problems, maybe interrupted? Won't test Running make install Make had some problems, maybe interrupted? Won't install -----Original Message----- From: n Sent: vrijdag 27 augustus 2004 16:30 To: Philippe Dhont (Sea-ro) Subject: Re: [rt-users] RT installation You have to install the package Apache::DBI for your new perl ie: /path/to/your/new/perl/perl -MCPAN -e'install Apache::DBI' Nicolas Varney "Philippe Dhont (Sea-ro)" on 27/08/2004 15:13:37 To: rt-users at lists.bestpractical.com cc: (bcc: Nicolas Varney/Interne/EDT) Subject: [rt-users] RT installation Hi, I am trying to install RT. I downloaded and installed all perl modules, mod_perl, latest apache, mysql, ... Tables in mysql are okay, modperl is ok, in my apache event i get: Apache/2.0.50 (unix) mod_perl/1.99_16 Perl/v5.8.5 PHP/4.3.6 configured --resuming normal operations So i guess perl is working in apache. Then i stop apache and try to add a PerlModule line and i get: [Fri Aug 27 15:13:54 2004] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 make make make . /usr/local/apache2/ /usr/local/apache2/lib/perl) at (eval 2) line 3.\n [Fri Aug 27 15:13:54 2004] [error] Can't load Perl module Apache::DBI for server 10.51.10.30:0, exiting... When i do a search, i can find DBI.pm in another directory ==> /usr/local/share/perl/5.8.3/Apache How can i resolve this so that apache knows the right directory ? Thnx! Philippe _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From christopher.l.hood at verizon.com Fri Aug 27 10:06:01 2004 From: christopher.l.hood at verizon.com (christopher.l.hood at verizon.com) Date: Fri, 27 Aug 2004 09:06:01 -0500 Subject: [rt-users] Autoreply Scrip Message-ID: The previous person that was working on RT before I got it, has removed the autoreply scrip, the template is still in place it appears, can someone please send me the default autoreply text for the scrip and I will recreate the scrip from that. Also please indicate if the name of the scrip should be autoreply, Auto-Reply, auto reply or exactly what the name should be in order for RT to execute it properly. Thanks in advance for all your help, Chris Hood Investigator Verizon Global Security Operations Center Email: christopher.l.hood at verizon.com Desk: 972.399.5900 Verizon Proprietary NOTICE - This message and any attached files may contain information that is confidential and/or subject of legal privilege intended only for the use by the intended recipient. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, be advised that you have received this message in error and that any dissemination, copying or use of this message or attachment is strictly forbidden, as is the disclosure of the information therein. If you have received this message in error please notify the sender immediately and delete the message. From Rich.West at wesmo.com Fri Aug 27 13:55:53 2004 From: Rich.West at wesmo.com (Rich West) Date: Fri, 27 Aug 2004 13:55:53 -0400 Subject: [rt-users] Re: two RT3's on the same Debian box In-Reply-To: <20040826071636.GI18705@vanilla.office.cyber.com.au> References: <20040826063408.GF18705@vanilla.office.cyber.com.au> <200408260009.23730.rt@brtnet.org> <20040826071636.GI18705@vanilla.office.cyber.com.au> Message-ID: <412F75A9.9050702@wesmo.com> I doubt that you will find, anywhere, the ability to have multiple RT's installed via pacakages.. For something like this (having multiple installations of the same package), it takes a bit of administrative customization that typically is not found within the generalized packages. I've been running multiple instances of RT for years. The only trick involved is making sure that the FastCgi directives are properly set up within the virtual host. -Rich Jens Porup wrote: >On Thu, Aug 26, 2004 at 12:09:23AM -0700, Bruce Timberlake wrote: > > >>>I want to run two separate instances of request-tracker3 on a Debian box. I >>>know it's relatively easy to run simultaneous instances of RT2 and RT3--but >>>two RT3s seems another matter entirely. >>> >>>Is this on a FAQ anywhere? Or can someone suggest the best way to approach >>>this problem? >>> >>> >>Wouldn't you just set up two virtual sites in Apache, one for each instance of >>RT3 (rt1.example.org and rt2.example.org), and then make sure each RT >>instance is configured to use a unique database (tickets1 and tickets2 or >>something)?? >> >>I haven't done a multiple install one one server myself, but from the very >>little bit of digging I've done into the config files in the last few weeks, >>I don't think it should be a problem to do something like that. >> >>My $0.02... I'm sure someone with actual experience can offer more input. >> >> > >I understand how to set up the two virtual hosts. > >But how do I install two *packaged* request-tracker3 instances? > >I can't do an "apt-get install request-tracker3" again--I've already got >one installed! > >This is more a Debian packaging question than anything else... sure I >can get a fresh tarball and put it in /usr/local/, but a packaged >solution would be optimal. > >Jens >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- Richard West $14.95 Registrations mailto:rwest at wesmo.com Wesmo Computer Services .com .net .org .tv .cc http://www.wesmo.com Full Domain & Web Hosting .BIZ .INFO & MORE!! From ch at westend.com Fri Aug 27 15:14:45 2004 From: ch at westend.com (Christian Hammers) Date: Fri, 27 Aug 2004 21:14:45 +0200 Subject: [rt-users] Unbelievable slow?! In-Reply-To: <20040827124341.GA19208@westend.com> References: <20040827124341.GA19208@westend.com> Message-ID: <20040827191445.GA17342@westend.com> On Fri, Aug 27, 2004 at 02:43:41PM +0200, Christian Hammers wrote: > Sadly, installed on my desktop (Celeron 600MHz, 768MB RAM, Mozilla, > MySQL) it is horrible slow where slow means about 4-5s to display a test > ticket in an else empty system! > > I tried the following modes and watched the mysql logfile and the > network traffic with ngrep > mod_perl > fast-cgi ... I now also have tested speedycgi, postgresql as database and Windows IE as remote browser trying to find the bottleneck but it was slow all the time. (MySQL is configured with larger buffers but as there is only *1* ticket in the database and I use 4.0 with Query Cache this is defenitly not the bottleneck) Any hints where to add some debugging statements to see which function takes most time? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 From christopher.l.hood at verizon.com Fri Aug 27 15:31:40 2004 From: christopher.l.hood at verizon.com (christopher.l.hood at verizon.com) Date: Fri, 27 Aug 2004 14:31:40 -0500 Subject: [rt-users] RE: RT-Users Digest, Vol 5, Issue 76 Message-ID: Why cant I do this to set the From address in a template?? Basically I have a custom field (7) that will have a value of PRTC or VZD and I need to set the from address dependent on which one it is? ####### Template Start ####### if($self->TicketObj->FirstCustomFieldValue(7) =~ /PRTC/) { From: Security } elsif($self->TicketObj->FirstCustomFieldValue(7) =~ /VZD/) { From: Security } else { From: "Abuse " } Subject: AutoReply: {$Ticket->Subject} Greetings, Blah, blah, blah ..... ####### Template End ######## ##### ERROR START ####### [Fri Aug 27 19:23:18 2004] [error]: error: couldn't parse head; error near: if($self->TicketObj->FirstCustomFieldValue(7) =~ /PRTC/) Security elsif($self->TicketObj->FirstCustomFieldValue(7) =~ /VZD/) Security else Abuse (/usr/local/rt3/lib/RT/Template_Overlay.pm:341) [Fri Aug 27 19:23:18 2004] [info]: RT::Scrip=HASH(0x9c85fac): Couldn't prepare Notify Requestors (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:346) [Fri Aug 27 19:23:18 2004] [info]: Ticket 10356 created in queue 'Test' by v683653 (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:640) ####### ERROR END ######## Chris Hood Investigator Verizon Global Security Operations Center Email: christopher.l.hood at verizon.com Desk: 972.399.5900 Verizon Proprietary NOTICE - This message and any attached files may contain information that is confidential and/or subject of legal privilege intended only for the use by the intended recipient. If you are not the intended recipient or the person responsible for delivering the message to the intended recipient, be advised that you have received this message in error and that any dissemination, copying or use of this message or attachment is strictly forbidden, as is the disclosure of the information therein. If you have received this message in error please notify the sender immediately and delete the message. From les at futuresource.com Fri Aug 27 18:42:12 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 27 Aug 2004 17:42:12 -0500 Subject: [rt-users] Re: two RT3's on the same Debian box In-Reply-To: <412F75A9.9050702@wesmo.com> References: <20040826063408.GF18705@vanilla.office.cyber.com.au> <200408260009.23730.rt@brtnet.org> <20040826071636.GI18705@vanilla.office.cyber.com.au> <412F75A9.9050702@wesmo.com> Message-ID: <1093646532.24404.12.camel@les-home.futuresource.com> On Fri, 2004-08-27 at 12:55, Rich West wrote: > I've been running multiple instances of RT for years. The only trick > involved is making sure that the FastCgi directives are properly set up > within the virtual host. Do you build separate databases under the same Mysql instance? I've been wondering about the best way to keep an old RT2 instance around for the rare times when we want to look up how many tickets someone opened over a long period of time. For performance reasons I don't want all those old tickets and users to be considered in every search and for the moment I have RT3 on a different machine with a newer mysql. However it would be nicer if I could run both on the same server as different vhosts. Should the RT2 instance run OK as a separate database in the mysql 4.x instance (it's on 3.2 now)? ---- Les Mikesell les at futuresource.com From jesse at bestpractical.com Fri Aug 27 18:48:06 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 27 Aug 2004 18:48:06 -0400 Subject: [rt-users] Re: two RT3's on the same Debian box In-Reply-To: <1093646532.24404.12.camel@les-home.futuresource.com> References: <20040826063408.GF18705@vanilla.office.cyber.com.au> <200408260009.23730.rt@brtnet.org> <20040826071636.GI18705@vanilla.office.cyber.com.au> <412F75A9.9050702@wesmo.com> <1093646532.24404.12.camel@les-home.futuresource.com> Message-ID: <29582929-F87B-11D8-89CF-000A95AE249E@bestpractical.com> On Aug 27, 2004, at 6:42 PM, Les Mikesell wrote: > However > it would be nicer if I could run both on the same server as > different vhosts. Should the RT2 instance run OK as a separate > database in the mysql 4.x instance (it's on 3.2 now)? That should work just great. Jesse > ---- > Les Mikesell > les at futuresource.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From pmcgraw at aamc.org Sat Aug 28 20:40:32 2004 From: pmcgraw at aamc.org (Paula McGraw) Date: Sat, 28 Aug 2004 20:40:32 -0400 Subject: [rt-users] Request assistance understanding unexpected mail behavior Message-ID: Installation is RT 3.0.11 (win32) - default, out of the box config running on WIN2K Server Edited configuration to reflect SMTPServer preference. Using a Symantec Mail Security for SMTP Gateway v4.x. RT outbound mail is accepted / delivered by SAVSMTP Gateway with a caveat - only the first address logged as sent to actually receives the message. We're not logging an errors in the SAVSMTP gateway, appears like addresses 1+ aren't being processed, only the first address listed actually receives a copy of the message. This behavior is even more confusing for clients and technicians because the lucky person that does get the message sees the other addresses listed as cc's of the mail received. The cc's are valid - a reply all will mail all listed. Trying to diagnose and fix this is making me a little nuts. Any kind soul out there able to clear up this mystery and clue me in to what's going on? Specific example - from \Program Files\OurInternet\Request Tracker\winrt\logs\rt.log Ticket 17 requester is pmcgraw at aamc.org Scrip 5 - on correspond, notify requesters and ccs Scrip 6 - on correspond, notify other recipients My read of the log is that Scrip 5 sent correspondence to pmcgraw at aamc.org and paulamcgraw at cox.net, pmcgraw at myrealbox.com and tlc05 at aamc.org but in fact only the first address, pmcgraw at aamc.org received the message. I would also conclude that Scrip 6 sent correspondence to tlc02 at aamc.org and sdcommunications at aamc.org but in fact only tlc02 at aamc.org received the message. [Sat Aug 28 22:16:43 2004] [info]: #17/42 - Scrip 5 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:92) [Sat Aug 28 22:16:44 2004] [info]: sent To: Cc: ,, Bcc: (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:314) [Sat Aug 28 22:16:44 2004] [info]: #17/42 - Scrip 6 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:92) [Sat Aug 28 22:16:45 2004] [info]: sent To: , Cc: Bcc: (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:314) What am I overlooking? From sc2 at gmx.at Sun Aug 29 06:35:38 2004 From: sc2 at gmx.at (sc2 at gmx.at) Date: Sun, 29 Aug 2004 12:35:38 +0200 Subject: [rt-users] (no subject) Message-ID: <000d01c48db3$f6f091c0$6bda6c50@b> hello My RT 2 has this problem. When i use the script OnCorresponse NotifyRequestorandCcs and if i set up a AdminCC on queue, the admin never get a answer of the user Example: User: >hello Admin: reply User: reply2 to the admin reply Admin: >Nomail ------------------- But i know normaly it works, cause before 2/3 month it works fine. The only change i did was a SMPT Auth - SASL Change. Maillog does not log any failure , /tmp/rt.log is empty Any ideas why admincc doesnt get answers or how i can debug? thanks From niels=rt at bakker.net Mon Aug 30 06:04:21 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Mon, 30 Aug 2004 12:04:21 +0200 Subject: [rt-users] Trouble: Mail addresses modified by RT In-Reply-To: <41256EFD.004EF8C9.00@notes.edt.fr> References: <41256EFD.004EF8C9.00@notes.edt.fr> Message-ID: <20040830100421.GR74928@snowcrash.tpb.net> * nvarney at edt.fr (nvarney at edt.fr) [Fri 27 Aug 2004, 15:36 CEST]: > RT 3.2.1 installed on a RedHat 9 with perl 5.8.5 > Our machine have a realname.ourdomain.com and an alias rt.ourdomain.com > Mail queues email addresses are queue at rt.ourdomain.com and > queue-comment at ourdomain.com > > When a user send a mail to an rt queue, the ticket opens but the mail > address of the destination... > > ie: > user at adomain.com send a mail to queue at rt.ourdomain.com > tickets open correctly, but a cc appears (queue at realname.ourdomain.com) > and the reply mail sended to users appears like that: > > From: "Queue Description" > Reply-To: > > Don't understand why the realname of the machine replace the alias. > > Does anyone have a clue? You're leaving out some important information. Is rt.ourdomain.com a CNAME for realname.ourdomain.com? Then sendmail must replace rt with realname. If not, check sendmail.mc's MASQUERADE_AS setting, and try inserting some mails by hand into sendmail to see how they end up etc. -- Niels. -- From niels=rt at bakker.net Mon Aug 30 06:08:28 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Mon, 30 Aug 2004 12:08:28 +0200 Subject: [rt-users] Autoreply Scrip In-Reply-To: References: Message-ID: <20040830100828.GS74928@snowcrash.tpb.net> * christopher.l.hood at verizon.com (christopher.l.hood at verizon.com) [Fri 27 Aug 2004, 16:07 CEST]: > The previous person that was working on RT before I got it, has removed > the autoreply scrip, the template is still in place it appears, can > someone please send me the default autoreply text for the scrip and I > will recreate the scrip from that. Please see http://wiki.bestpractical.com/index.cgi?ManualAdministration It has a list of default scripts that ship with RT3 (under "default global Scrips"). > Also please indicate if the name of the scrip should be autoreply, > Auto-Reply, auto reply or exactly what the name should be in order for > RT to execute it properly. No name needed, nor one set by default. > Verizon Proprietary [..] I'll politely ignore this crap, but please keep it to yourself when mailing to lists in the future. -- Niels. -- From nvarney at edt.fr Mon Aug 30 07:44:12 2004 From: nvarney at edt.fr (nvarney at edt.fr) Date: Mon, 30 Aug 2004 12:44:12 +0100 Subject: [rt-users] Trouble: Mail addresses modified by RT Message-ID: <41256F00.0040735B.00@notes.edt.fr> >> RT 3.2.1 installed on a RedHat 9 with perl 5.8.5 >> Our machine have a realname.ourdomain.com and an alias rt.ourdomain.com >> Mail queues email addresses are queue at rt.ourdomain.com and >> queue-comment at ourdomain.com >> >> When a user send a mail to an rt queue, the ticket opens but the mail >> address of the destination... >> >> ie: >> user at adomain.com send a mail to queue at rt.ourdomain.com >> tickets open correctly, but a cc appears (queue at realname.ourdomain.com) >> and the reply mail sended to users appears like that: >> >> From: "Queue Description" >> Reply-To: >> >> Don't understand why the realname of the machine replace the alias. >> >> Does anyone have a clue? > >You're leaving out some important information. Is rt.ourdomain.com a >CNAME for realname.ourdomain.com? Then sendmail must replace rt with >realname. If not, check sendmail.mc's MASQUERADE_AS setting, and try >inserting some mails by hand into sendmail to see how they end up etc. Yes, rt.ourdomain.com is a CNAME of realname.ourdomain.com. I just test to wrote an e-mail trought sendmail manually. And that's it. I was searching on the wrong place. Thanks. I will check sendmail docs. Regards Nicolas Varney From echarli at wp.pl Mon Aug 30 10:51:55 2004 From: echarli at wp.pl (Charli) Date: Mon, 30 Aug 2004 16:51:55 +0200 Subject: [rt-users] Attachment coruppted with perl 5.8.4 Message-ID: Hi I have RT 3.0.11 with Apache/1.3.29 (Unix) mod_perl/1.29 mod_ssl/2.8.16 OpenSSL/0.9.7d under perl 5.8.4. I've noticed that every attachments are coruppted. I've compared original file and that in attachment and I've noticed that these files differed only by first byte. File in RT has one byte more than original. If I delete it, I can open it properly. Any idea? -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1450 bytes Desc: not available URL: From scott.dexter at ingenta.com Mon Aug 30 13:18:09 2004 From: scott.dexter at ingenta.com (Scott Dexter) Date: Mon, 30 Aug 2004 13:18:09 -0400 Subject: [rt-users] Updating from 2.0.15 to 3.0.11 Message-ID: <41336151.9010709@ingenta.com> Is there any sane way to get the tickets from the 2.0.15 instance into the 3.0.11 database? Scott -- Scott Dexter From Janelle.Seymour at zkdinc.com Mon Aug 30 13:36:10 2004 From: Janelle.Seymour at zkdinc.com (Janelle Seymour) Date: Mon, 30 Aug 2004 13:36:10 -0400 Subject: [rt-users] Headers and Subject Fields Message-ID: I'm currently running RT 3.2.1 on RH9 with mysql and mod_perl 1.29. I've been having issues trying to locate where the text is pulled for the subject field in the AutoReply and in the header of the main RT page ("RT for " underneath the logo image). I thought it was $rtname and/or $Organization in RT_SiteConfig.pm but when I change that value and restart apache, it never changes. I even tried changing the name of the RT_SiteConfig.pm file to see if it even *pulls* from that file, and restarted apache and had the same problem. I did a search throughout RT_SiteConfig.pm for the string and the only other fields that came up were $RTAddressRegexp, $CanonicalizeEmailAddressMatch, and $WebBaseURL. Is there another file it should be pulling from? From vivek at khera.org Mon Aug 30 16:26:15 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 30 Aug 2004 16:26:15 -0400 Subject: [rt-users] Updating from 2.0.15 to 3.0.11 In-Reply-To: <41336151.9010709@ingenta.com> References: <41336151.9010709@ingenta.com> Message-ID: On Aug 30, 2004, at 1:18 PM, Scott Dexter wrote: > Is there any sane way to get the tickets from the 2.0.15 instance into > the 3.0.11 database Define "sane". So far there exists exactly one automated way to do it, but you don't say whether you know of it, nor whether you think that way is sane. From robin at gyron.net Mon Aug 30 16:35:28 2004 From: robin at gyron.net (Robin Balen - Gyron Internet Ltd) Date: Mon, 30 Aug 2004 21:35:28 +0100 Subject: [rt-users] RT 3.2.1 not processing scrips properly for email recepients? Message-ID: <20040830204153.0B22584C00F@pallas.eruditorum.org> Hi all, I've been coming up against a brick wall about this for a few hours now - I hope it's something really simple that I've overlooked. I've stripped my RT config down to a bare minimum to try and get to the bottom of this, and currently have the following set-up: 1 queue: queue1 1 group: team1 2 users: user1 and user2 Both user1 and user2 are members of team1. team1 has been granted all group rights for queue1. team1 is configured as Administrative Cc watches for queue1. Everyone has been granted CreateTicket global rights. Requestor has been granted ReplyToTicket global rights. Everthing else, including scrips and templates, are as default. I send an email to queue1 from my gmail account [snipped message IDs etc]: RT: #4/45 - Scrip 3 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:209) RT: sent To: robin.balen at gmail.com Cc: Bcc: (/usr/local/rt3/lib/RT/Action/SendEmail.pm:269) RT: #4/45 - Scrip 4 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:209) RT: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:221) RT: Ticket 4 created in queue 'queue1' by robin.balen at gmail.com (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:695) I receive the autoreply just fine (as shown in Scrip3: On Create Autoreply To Requestors with template Autoreply), however Scrip4 (On Create Notify AdminCcs with template Transaction ) shows no recipients. I double check the configuration and it definately has team1 down as AdminCC. I try manually adding team1 to the AdminCC watcher list using the "people" tab of the ticket display window. The same thing happens. I try manually adding user1 and user2 to the AdminCC list, same happens. The rt log file generally looks good, although I have had occasional messages like the one pasted at the bottom of this email. If anyone could point out something I'm doing wrong somewhere, I would really appreciate it! Cheers Robin # uname -a Linux 2.6.7-1.517smp #1 SMP Wed Aug 11 16:51:07 EDT 2004 i686 i686 i386 GNU/Linux # ./rt-test-dependencies --with-mysql --with-modperl2 NOTE: mod_perl 2.0 isn't quite ready perl: 5.8.3users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: MAILGATE dependencies: CLI dependencies: CORE dependencies: DEV dependencies: MODPERL2 dependencies: MYSQL dependencies: [Mon Aug 30 19:53:55 2004] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/usr/local/rt3/lib/RT/Principal_Overlay.pm:355) [Mon Aug 30 19:53:59 2004] [warning]: Trying to check RT::Queue rights for an unspecified RT::Queue at /usr/local/rt3/lib/RT/Principal_Overlay.pm line 354 RT::Principal::HasRight('RT::Principal=HASH(0x9faa7b4)', 'Object', 'RT::Queue=HASH(0x9fbbb9c)', 'Right', 'SeeQueue') called at /usr/local/rt3/lib/RT$ RT::User::HasRight('RT::User=HASH(0x9faa5f8)', 'Object', 'RT::Queue=HASH(0x9fbbb9c)', 'Right', 'SeeQueue') called at /usr/local/rt3/lib/RT/CurrentUs$ RT::CurrentUser::HasRight('RT::CurrentUser=HASH(0x86b0644)', 'Object', 'RT::Queue=HASH(0x9fbbb9c)', 'Right', 'SeeQueue') called at /usr/local/rt3/li$ RT::Queue::HasRight('RT::Queue=HASH(0x9fbbb9c)', 'Principal', 'RT::CurrentUser=HASH(0x86b0644)', 'Right', 'SeeQueue') called at /usr/local/rt3/lib/R$ RT::Queue::CurrentUserHasRight('RT::Queue=HASH(0x9fbbb9c)', 'SeeQueue') called at /usr/local/rt3/lib/RT/Queue_Overlay.pm line 987 RT::Queue::_Value('RT::Queue=HASH(0x9fbbb9c)', 'Name') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 409 DBIx::SearchBuilder::Record::__ANON__('RT::Queue=HASH(0x9fbbb9c)') called at /usr/local/rt3/lib/RT/Record.pm line 794 eval {...} called at /usr/local/rt3/lib/RT/Record.pm line 792 RT::Record::Update('RT::Template=HASH(0x86b5a14)', 'AttributesRef', 'ARRAY(0x86bab20)', 'ARGSRef', 'HASH(0x86ba904)', 'AttributePrefix', 'undef') ca$ HTML::Mason::Commands::UpdateRecordObject('AttributesRef', 'ARRAY(0x86bab20)', 'Object', 'RT::Template=HASH(0x86b5a14)', 'ARGSRef', 'HASH(0x86ba904)$ HTML::Mason::Commands::__ANON__('Template', 4, 'Queue', 0, 'Template', 4, 'Queue', 0) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.$ HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9fce15 4)', 'Template', 4, 'Queue', 0, 'Template', 4, 'Queue', 0, ...) called a$ eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp('undef', 'undef', 'Template', 4, 'Queue', 0, 'Template', 4, 'Queue', ...) called at /usr/lib/perl5/site_perl/5.8.0/HTML/M$ HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 86b0464)', 'Template', 4, 'Queue', 0) called at /usr/local/rt3/share/htm$ HTML::Mason::Commands::__ANON__('Template', 4, 'Queue', 0) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9dd0f2 4)', 'Template', 4, 'Queue', 0) called at /usr/lib/perl5/site_perl/5.8.0$ eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Template', 4, 'Queue', 0) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line$ eval {...} called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} 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(0x86b04 64)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.$ eval {...} 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(0x86b0464)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason$ HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x8ab5d64)', 'Apache::RequestRec=SCALAR(0x86b87ec)') called at /usr/loca$ eval {...} called at /usr/local/rt3/bin/webmux.pl line 105 RT::Mason::handler('Apache::RequestRec=SCALAR(0x86b87ec)') called at -e line 0 eval {...} called at -e line 0 (/usr/local/rt3/lib/RT.pm:250) [Mon Aug 30 19:53:59 2004] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/usr/local/rt3/lib/RT/Principal_Overlay.pm:355) From christopher.l.hood at verizon.com Mon Aug 30 14:59:05 2004 From: christopher.l.hood at verizon.com (christopher.l.hood at verizon.com) Date: Mon, 30 Aug 2004 13:59:05 -0500 Subject: [rt-users] (no subject) Message-ID: I have been trying to make RT send email to the requestor of the ticket, to no avail, I have looked in SendEmail.pm, I have found in the docs where it says: disable global autoreply scrip. For creation of unique autoreplies, however I cannot find anywhere where it tells where to do that, I think that is what was done in the past by the previous person, and I just want to undo it. I even tried making my own autoreply scrip, and that sort of worked, not fully, and not fully functional. SO... I need to know how or where to make RT send replies to the requestor . Chris Hood From diablo at iasi.roedu.net Mon Aug 30 17:12:27 2004 From: diablo at iasi.roedu.net (SUBREDU Manuel) Date: Tue, 31 Aug 2004 00:12:27 +0300 Subject: [rt-users] RT ticket create problem Message-ID: <1093900347.2223.12.camel@draco.iasi.roedu.net> Hi, I have a RT 3.2.1 installed from scratch and ~ 1300 tickets and ~ 20 users, imported from a 2.x installation. When I try to create a ticket (from the web interface, mail interface, etc), the owner of the new ticket is always the same, no matter who's the person who creates the ticket. Anybody seen this before ? Any ideeas how can I solve this ? -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Mon Aug 30 17:48:10 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 30 Aug 2004 17:48:10 -0400 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 Message-ID: <48F3A140-FACE-11D8-89CF-000A95AE249E@bestpractical.com> SearchBuilder 1.10_04 has just hit CPAN. This beta version should resolve issues with the query builder that some folks have recently seen on RT 2.0.x. (And has all the latest performance improvements as well) From charon at cyc.com Mon Aug 30 18:00:01 2004 From: charon at cyc.com (Charles Smith) Date: Mon, 30 Aug 2004 17:00:01 -0500 Subject: [rt-users] "Uncheck All" in mass update page? Message-ID: <1093903201.8190.43.camel@acheron.cyc.com> Hello, I just upgraded to RT 3.2.1, and I love all the new features. But I would like to add one more, and I haven't seen how to do it posted since I've been a member, or been able to find anything in the archives (unless I'm just using htdig wrong..). But when doing "Update all these tickets at one", I sometimes just want to update perhaps 6 out of 50 tickets, and rather than building a more specific search each time, it would be easier in those cases to just check 6 rather than un-checking 44. Being able to toggle them all back to "checked" if desired would be nice too. I'm not a programmer myself or I would just figure it out. Again, I'm sorry if this was covered, and if it was please send me a link to at least the month it happened and I'll go find it. Thanks, -Charles From dmd at speakeasy.org Mon Aug 30 18:12:20 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 30 Aug 2004 15:12:20 -0700 (PDT) Subject: [rt-users] "Uncheck All" in mass update page? In-Reply-To: <1093903201.8190.43.camel@acheron.cyc.com> References: <1093903201.8190.43.camel@acheron.cyc.com> Message-ID: This would be a big help to my workflow as well. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Mon, 30 Aug 2004, Charles Smith wrote: > Hello, > > I just upgraded to RT 3.2.1, and I love all the new features. But I > would like to add one more, and I haven't seen how to do it posted since > I've been a member, or been able to find anything in the archives > (unless I'm just using htdig wrong..). > > But when doing "Update all these tickets at one", I sometimes just want > to update perhaps 6 out of 50 tickets, and rather than building a more > specific search each time, it would be easier in those cases to just > check 6 rather than un-checking 44. Being able to toggle them all back > to "checked" if desired would be nice too. > > I'm not a programmer myself or I would just figure it out. Again, I'm > sorry if this was covered, and if it was please send me a link to at > least the month it happened and I'll go find it. > > Thanks, > -Charles > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From matthew_yee at city.vancouver.bc.ca Mon Aug 30 17:54:28 2004 From: matthew_yee at city.vancouver.bc.ca (Yee, Matthew) Date: Mon, 30 Aug 2004 14:54:28 -0700 Subject: [rt-users] Unbelievable slow?! Message-ID: <3394B5500F14BB4E9F32DD29BC7276CE02FF52AE@vpd_exch01.vpd.bc.ca> This might sound dumb, but are you sure this isn't a DNS problem? I would check that the computer on which you've installed RT on is registered properly with the DNS. You could also try editing the lmhosts/and or hosts file on your windows box to map directly to your debian box. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christian Hammers Sent: Friday, August 27, 2004 12:15 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Unbelievable slow?! On Fri, Aug 27, 2004 at 02:43:41PM +0200, Christian Hammers wrote: > Sadly, installed on my desktop (Celeron 600MHz, 768MB RAM, Mozilla, > MySQL) it is horrible slow where slow means about 4-5s to display a test > ticket in an else empty system! > > I tried the following modes and watched the mysql logfile and the > network traffic with ngrep > mod_perl > fast-cgi ... I now also have tested speedycgi, postgresql as database and Windows IE as remote browser trying to find the bottleneck but it was slow all the time. (MySQL is configured with larger buffers but as there is only *1* ticket in the database and I use 4.0 with Query Cache this is defenitly not the bottleneck) Any hints where to add some debugging statements to see which function takes most time? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller L?tticher Stra?e 10 Tel 0241/701333-11 ch at westend.com D-52064 Aachen Fax 0241/911879 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From dimitry.faynerman at hypermediasystems.com Mon Aug 30 18:28:19 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 30 Aug 2004 15:28:19 -0700 Subject: [rt-users] "Uncheck All" in mass update page? In-Reply-To: Message-ID: <000001c48ee0$a954c520$1104140a@DimitryFaynerman> In /Search/Bulk.html In the line: remove "CHECKED" -Dimitry -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dave Dennis Sent: Monday, August 30, 2004 3:12 PM To: Charles Smith Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] "Uncheck All" in mass update page? This would be a big help to my workflow as well. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Mon, 30 Aug 2004, Charles Smith wrote: > Hello, > > I just upgraded to RT 3.2.1, and I love all the new features. But I > would like to add one more, and I haven't seen how to do it posted since > I've been a member, or been able to find anything in the archives > (unless I'm just using htdig wrong..). > > But when doing "Update all these tickets at one", I sometimes just want > to update perhaps 6 out of 50 tickets, and rather than building a more > specific search each time, it would be easier in those cases to just > check 6 rather than un-checking 44. Being able to toggle them all back > to "checked" if desired would be nice too. > > I'm not a programmer myself or I would just figure it out. Again, I'm > sorry if this was covered, and if it was please send me a link to at > least the month it happened and I'll go find it. > > Thanks, > -Charles > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From saverio.palmieri at dglnet.com.br Mon Aug 30 18:18:09 2004 From: saverio.palmieri at dglnet.com.br (Saverio Palmieri) Date: Mon, 30 Aug 2004 19:18:09 -0300 Subject: [rt-users] Error using the web interface Message-ID: <20040830221830.06D24150711@ns-3.dglnet.com.br> Hi Everyone, I apologize for my last post to rt-devel, I'm reposting that to rt-users now allready with Jesse's sugestions. I'm getting a strange behaviour with RT 3.2.1 and Im not been able to track down the exactly cause of that. When replying to a ticket or creating it from the web interface the error: "No ticket specified" pops out. If I use the quick create from the homepage it works, but I still cant update it later using the Web interface, throught email everything works great. Im running Debian (sarge/testing), installed RT from the tar version and the package, both have the same behaviour. Doing some trace on mysql I can found that the last query to the update request is a select on the sessions table. Following the /Admin/Tools/Configuration.html output: Loaded perl modules Perl v5.8.4 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Request v1.1; Apache::Server v1.01; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; Apache::StatINC v1.07; Apache::Status v2.03; Apache::Symbol v1.31; Apache::Table v0.01; AutoLoader v5.60; B v1.02; base v2.05; Benchmark v1.06; bytes v1.01; Carp v1.02; CGI v3.04; CGI::Base v2.76; CGI::BasePlus v2.76; CGI::Carp v1.27; CGI::Cookie v1.24; CGI::Request v2.75; CGI::Util v1.4; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Crypt::PasswdMD5 v1.2; Cwd v2.17; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9003; DBI v1.43; DBIx::SearchBuilder v1.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Devel::Symdump v2.03; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.04; Encode v1.99_01; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.72; File::Glob v1.02; File::Path v1.06; File::Spec v0.87; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.27; HTML::Mason v1.26; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.36; HTML::Scrubber v0.08; I18N::LangTags v0.29; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Socket v1.28; IO::Socket::INET v1.27; IO::Socket::UNIX v1.21; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.13; locale v1.00; Locale::Maketext v1.08; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.38; Locale::Maketext::Lexicon::Gettext v0.11; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.62; Mail::Field v1.62; Mail::Field::AddrList v1.62; Mail::Field::Date v1.62; Mail::Header v1.62; Mail::Internet v1.62; MD5 v2.02; MIME::Base64 v3.01; MIME::Body v5.403 ; MIME::Decoder v5.403 ; MIME::Entity v5.404 ; MIME::Field::ContDisp v5.403 ; MIME::Field::ConTraEnc v5.403 ; MIME::Field::ContType v5.403 ; MIME::Field::ParamVal v5.403 ; MIME::Head v5.403 ; MIME::Parser v5.406 ; MIME::QuotedPrint v3.01; MIME::Tools v5.411 ; MIME::Words v5.404 ; mod_perl v1.29; Module::Versions::Report v1.02; Mysql v1.2401; Mysql::Statement v1.2401; overload v1.01; Params::Validate v0.74; POSIX v1.08; re v0.04; Regexp::Common v2.117; Regexp::Common::delimited v2.103; RT v3.2.1; Scalar::Util v1.13; SelectSaver v1.00; Socket v1.77; Storable v2.12; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.59; Time::JulianDay v2003.1125; Time::Local v1.07; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; URI::Escape v3.22; utf8 v1.03; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /usr/share/request-tracker3.2 RT::CORE_CONFIG_FILE /etc/request-tracker3.2/RT_Config.pm RT::CanonicalizeEmailAddressMatch subdomain.example.com$ RT::CanonicalizeEmailAddressReplace example.com RT::CommentAddress RT_CommentAddressNotSet RT::CorrespondAddress RT_CorrespondAddressNotSet RT::DatabaseHost localhost RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /etc/request-tracker3.2 RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of DGL Ticket #%s":; RT::LocalEtcPath /usr/local/share/request-tracker3.2/etc RT::LocalLexiconPath /usr/local/share/request-tracker3.2/po RT::LocalPath /usr/local/share/request-tracker3.2 RT::LogDir /opt/dgl/rt3/var/log RT::LogToFile debug RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL http://rt.dgl.com.br/NoAuth/images/rt.jpg RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /usr/share/request-tracker3.2/html RT::MasonDataDir /var/cache/request-tracker3.2/mason_data RT::MasonLocalComponentRoot /usr/local/share/request-tracker3.2/html RT::MasonSessionDir /var/cache/request-tracker3.2/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength Password not printed RT::MyRequestsLength 50 RT::MyTicketsLength 50 RT::Organization rt.dgl.com.br RT::OwnerEmail saverio.palmieri at dgl.com.br RT::PreferRichText 1 RT::RTAddressRegexp ^rt\@rt.dgl.com.br$ RT::RecordOutgoingEmail 1 RT::SITE_CONFIG_FILE /etc/request-tracker3.2/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailPath /usr/sbin/sendmail RT::Timezone America/Sao_Paulo RT::TrustHTMLAttachments 1 RT::UseFriendlyFromLine 1 RT::VERSION 3.2.1 RT::VarPath /var/cache/request-tracker3.2 RT::WebBaseURL http://rt.dgl.com.br RT::WebImagesURL http://rt.dgl.com.br/NoAuth/images/ RT::WebURL http://rt.dgl.com.br/ RT::rtname DGL Perl configuration Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.26-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.26-ti1211 #1 sat apr 24 14:46:58 est 2004 i686 gnulinux ' config_args='-Dusethreads -Duselargefiles -Dccflags=-DDEBIAN -Dcccdlflags=-fPIC -Darchname=i386-linux -Dprefix=/usr -Dprivlib=/usr/share/perl/5.8 -Darchlib=/usr/lib/perl/5.8 -Dvendorprefix=/usr -Dvendorlib=/usr/share/perl5 -Dvendorarch=/usr/lib/perl5 -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl/5.8.4 -Dsitearch=/usr/local/lib/perl/5.8.4 -Dman1dir=/usr/share/man/man1 -Dman3dir=/usr/share/man/man3 -Dsiteman1dir=/usr/local/man/man1 -Dsiteman3dir=/usr/local/man/man3 -Dman1ext=1 -Dman3ext=3perl -Dpager=/usr/bin/sensible-pager -Uafs -Ud_csh -Uusesfio -Uusenm -Duseshrplib -Dlibperl=libperl.so.5.8.4 -Dd_dosuid -des' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBIAN -fno-strict-aliasing -I/usr/local/include' ccversion='', gccversion='3.3.3 (Debian 20040429)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lgdbm -lgdbm_compat -ldb -ldl -lm -lpthread -lc -lcrypt perllibs=-ldl -lm -lpthread -lc -lcrypt libc=/lib/libc-2.3.2.so, so=so, useshrplib=true, libperl=libperl.so.5.8.4 gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Have anyone experienced this before? What Im doing wrong? Thanks a lot. Best regards, Saverio. -- Saverio Palmieri Neto DGL Brasil Phone: +55 (19) 3794-7407 Mobile: +55 (19) 8111-2667 Fax: +55 (19) 3794-7414 www.dgl.com.br From charon at cyc.com Mon Aug 30 18:36:58 2004 From: charon at cyc.com (Charles Smith) Date: Mon, 30 Aug 2004 17:36:58 -0500 Subject: [rt-users] "Uncheck All" in mass update page? In-Reply-To: <000001c48ee0$a954c520$1104140a@DimitryFaynerman> References: <000001c48ee0$a954c520$1104140a@DimitryFaynerman> Message-ID: <1093905418.8190.50.camel@acheron.cyc.com> On Mon, 2004-08-30 at 17:28, Dimitry Faynerman wrote: > In /Search/Bulk.html > In the line: > > remove "CHECKED" > > -Dimitry Well, that would help in those cases, but having them all checked is useful other times. I suppose I should try to estimate which situation I find myself in more often, but I'm not the only one who uses it, either. Regardless, thank you. I may change the default to unchecked even if I do figure out how to toggle it. -Charles From dustin at cnw.com Mon Aug 30 18:44:46 2004 From: dustin at cnw.com (dustin at cnw.com) Date: Mon, 30 Aug 2004 15:44:46 -0700 (PDT) Subject: [rt-users] "Uncheck All" in mass update page? In-Reply-To: <1093903201.8190.43.camel@acheron.cyc.com> References: <1093903201.8190.43.camel@acheron.cyc.com> Message-ID: Hello, I added some (Javascript) code to /Search/Bulk.html to implement this on our RT instance. It allows the agent to "Check All" and "Uncheck All". I was originally going to attempt this without Javascript, but broke down and did it with Javascript because I was short on time. http://www.cnw.com/~dustin/Bulk.html.gz This is best placed in the local directory of your RT install as described in CleanlyCustomizeRT on the RTWiki. See "Using the 'local' directory". You may have to create /path/to/rt/local/html/Search and drop it in there to make it work. http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT Dustin On Mon, 30 Aug 2004, Charles Smith wrote: > Hello, > > I just upgraded to RT 3.2.1, and I love all the new features. But I > would like to add one more, and I haven't seen how to do it posted since > I've been a member, or been able to find anything in the archives > (unless I'm just using htdig wrong..). > > But when doing "Update all these tickets at one", I sometimes just want > to update perhaps 6 out of 50 tickets, and rather than building a more > specific search each time, it would be easier in those cases to just > check 6 rather than un-checking 44. Being able to toggle them all back > to "checked" if desired would be nice too. > > I'm not a programmer myself or I would just figure it out. Again, I'm > sorry if this was covered, and if it was please send me a link to at > least the month it happened and I'll go find it. > > Thanks, > -Charles > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From marlier at studentuniverse.com Mon Aug 30 22:56:02 2004 From: marlier at studentuniverse.com (Ian Marlier) Date: Mon, 30 Aug 2004 22:56:02 -0400 Subject: [rt-users] A question about RT use with Apache2+mod_perl2 Message-ID: First, I acknowledge the warning in the rt-test-dependencies script about mod_perl2. I get it, I really do. But I'm also persistent... I've got RT installed and basically working fine. Warning or no, mod_perl2 does seem to be doing the trick _most_ of the time, just not quite all of it... Specifically, I can't get a directory index page. Going to http://help.studentuniverse.com/ gives me a "The requested URL / was not found on this server." error. Going to http://help.studentuniverse.com/index.html works fine, and gives me the RT login page. The same problem exists with sub-pages: clicking on the "Configuration" tab takes me to http://help.studentuniverse.com/Admin/ -- and I get a "The requested URL /Admin/ was not found on this server." error. Going to http://help.studentuniverse.com/Admin/index.html works fine. I'm guessing that this has something to do with the HTML::Mason parameter "decline_dirs", but I don't know enough about Mason to know how to change it, or where in the RT configuration it may be changed away from the default. Any help would be greatly appreciated. The machine is a SuSE 9.1 Linux box, with a 2.6 kernel, Perl 5.8.3, and the latest Perl modules from CPAN. Pasted below is the part of my apache config dealing with the RT site: ServerRoot "/opt/rt3/share/html" LoadModule perl_module /usr/lib/apache2/mod_perl.so DocumentRoot "/opt/rt3/share/html" Options FollowSymLinks Indexes AllowOverride None Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all DirectoryIndex index.html index.html.var index.php index.php3 index.cgi index.pl AllowOverride None Options None Order allow,deny Deny from all PerlRequire "/etc/apache2/mod_perl-startup.pl" PerlRequire "/opt/rt3/bin/webmux.pl" ScriptAlias /perl/ "/srv/www/cgi-bin/" # mod_perl mode SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders Options +ExecCGI ScriptAlias /cgi-perl/ "/srv/www/cgi-bin/" # perl cgi mode SetHandler perl-script PerlResponseHandler ModPerl::PerlRun PerlOptions +ParseHeaders Options +ExecCGI SetHandler perl-script PerlHandler RT::Mason SetHandler default-handler From nward at quicksilver.co.nz Mon Aug 30 23:38:28 2004 From: nward at quicksilver.co.nz (Nathan Ward) Date: Tue, 31 Aug 2004 15:38:28 +1200 Subject: [rt-users] "Unrecognised line" error from EmailParser Message-ID: <39257262-FAFF-11D8-8C25-0030658D156A@quicksilver.co.nz> I have applied the following patch to my RT installation, but am still getting the following error: Unrecognised line: Nathan Ward at /usr/local/rt-3.2.1/lib/RT/EmailParser.pm line 449 Modified: lib/RT/EmailParser.pm ======================================================================== ====== --- lib/RT/EmailParser.pm (original) +++ lib/RT/EmailParser.pm Fri Jul 30 15:59:24 2004 @@ -467,6 +467,8 @@ my $self = shift; my $Addr = shift; + # Perl 5.8.0 breaks when doing regex matches on utf8 + Encode::_utf8_off($Addr) if $] == 5.008; my @Addresses = Mail::Address->parse($Addr); my $AddrObj = $Addresses[0]; I'm running perl-5.8.0 on RHEL3, which others seem to have working.. Anyone have any thoughts as to why this error remains? Is there a way to test that the utf8 flag is actually being turned off, and print a message to STDERR? -- Nathan Ward From RPaskowitz at michener.ca Mon Aug 30 23:59:32 2004 From: RPaskowitz at michener.ca (Robert Paskowitz) Date: Mon, 30 Aug 2004 23:59:32 -0400 Subject: [rt-users] A question about RT use with Apache2+mod_perl2 Message-ID: I had the same problem, I can't recall the exact cause, but it was certainly something to do with Mason. I had found a fix, but it was not entirely satisfactory, since some things like RSS feedsa and CSV exports stopped working. Working off the fix I found, I corrected those 2 issues, as well as made graph from the statistics addon work. Below is the relevant portion of my apache config --------------------------------------------------- PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl # Catch the html files SetHandler perl-script PerlHandler RT::Mason # The csv exports... SetHandler perl-script PerlHandler RT::Mason # The RSS feeds... SetHandler perl-script PerlHandler RT::Mason # not sure, this came with the solution I found SetHandler perl-script PerlHandler RT::Mason # Again, foudn with solution SetHandler perl-script PerlHandler RT::Mason # This one is for the graph produced by the statistics addon SetHandler perl-script PerlHandler RT::Mason --------------------------------------------------- From autrijus at autrijus.org Tue Aug 31 02:25:40 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Tue, 31 Aug 2004 14:25:40 +0800 Subject: [rt-users] A question about RT use with Apache2+mod_perl2 In-Reply-To: References: Message-ID: <20040831062540.GA57936@aut.dyndns.org> On Mon, Aug 30, 2004 at 10:56:02PM -0400, Ian Marlier wrote: > The same problem exists with sub-pages: clicking on the "Configuration" tab > takes me to http://help.studentuniverse.com/Admin/ -- and I get a "The > requested URL /Admin/ was not found on this server." error. Going to > http://help.studentuniverse.com/Admin/index.html works fine. It is a known problem. As the README says: RewriteEngine On RewriteRule ^(.*)/$ $1/index.html Alternatively, if you don't need to preserve the /Admin/ URL and do not plan to POST into it, this will also do: RedirectMatch permanent (.*)/$ $1/index.html Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From cubic at acronis.ru Tue Aug 31 03:46:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 31 Aug 2004 11:46:03 +0400 Subject: [rt-users] Updating from 2.0.15 to 3.0.11 In-Reply-To: <41336151.9010709@ingenta.com> References: <41336151.9010709@ingenta.com> Message-ID: <41342CBB.5060104@acronis.ru> http://download.bestpractical.com/pub/rt/devel/ rt2-to-rt3 package Scott Dexter wrote: > Is there any sane way to get the tickets from the 2.0.15 instance into > the 3.0.11 database? > > Scott > From cubic at acronis.ru Tue Aug 31 03:50:10 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 31 Aug 2004 11:50:10 +0400 Subject: [rt-users] "Unrecognised line" error from EmailParser In-Reply-To: <39257262-FAFF-11D8-8C25-0030658D156A@quicksilver.co.nz> References: <39257262-FAFF-11D8-8C25-0030658D156A@quicksilver.co.nz> Message-ID: <41342DB2.5000901@acronis.ru> Please read FAQ. You want upgrade your perl. http://wiki.bestpractical.com/?FAQ Nathan Ward wrote: > I have applied the following patch to my RT installation, but am still > getting the following error: > > > Unrecognised line: Nathan Ward at > /usr/local/rt-3.2.1/lib/RT/EmailParser.pm line 449 > > > > Modified: lib/RT/EmailParser.pm > ======================================================================== > ====== > --- lib/RT/EmailParser.pm (original) > +++ lib/RT/EmailParser.pm Fri Jul 30 15:59:24 2004 > @@ -467,6 +467,8 @@ > my $self = shift; > my $Addr = shift; > > + # Perl 5.8.0 breaks when doing regex matches on utf8 > + Encode::_utf8_off($Addr) if $] == 5.008; > my @Addresses = Mail::Address->parse($Addr); > > my $AddrObj = $Addresses[0]; > > > I'm running perl-5.8.0 on RHEL3, which others seem to have working.. > Anyone have any thoughts as to why this error remains? > Is there a way to test that the utf8 flag is actually being turned off, > and print a message to STDERR? > > -- > Nathan Ward > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From philippe.dhont at searo.be Tue Aug 31 03:52:20 2004 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 31 Aug 2004 09:52:20 +0200 Subject: [rt-users] Configuration errors Message-ID: <8D23126C627DA047BB1114A42C6C14526B1B4D@server1.searo.local> Hello, I have some troubles with the configuration. I installed apache, mysql, mod_perl and perl. Installation of all this went fine! When i start apache i get this in my log: [Tue Aug 31 09:45:43 2004] [notice] Apache/2.0.50 (Unix) mod_perl/1.99_16 Perl/v5.8.5 PHP/4.3.6 configured -- resuming normal operations So this means that apache is working fine & configured with perl but there still is a problem with the perl modules. When i enable a module like PerlModule Apache::DBI Then i get in my apache log: [Tue Aug 31 09:47:59 2004] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 make make make . /usr/local/apache2/ /usr/local/apache2/lib/perl) at (eval 2) line 3.\n [Tue Aug 31 09:47:59 2004] [error] Can't load Perl module Apache::DBI for server 10.51.10.30:0, exiting.. The file dbi.pm is on my harddisk in these dirs: /usr/local/share/perl/5.8.3/Apache/DBI.pm /usr/local/share/perl/5.8.3/Apache/Session/Store/DBI.pm /usr/local/lib/perl/5.8.3/DBI.pm /usr/local/lib/perl/5.8.3/Bundle/DBI.pm /root/.cpan/build/DBI-1.43/lib/Bundle/DBI.pm /root/.cpan/build/DBI-1.43/DBI.pm /root/.cpan/build/DBI-1.43/blib/lib/DBI.pm /root/.cpan/build/DBI-1.43/blib/lib/Bundle/DBI.pm /root/.cpan/build/Apache-DBI-0.94/DBI.pm /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm /root/.cpan/build/Apache-Session-1.6/Session/Store/DBI.pm /root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DBI.p m How can i correct this so that apache knows where to find the files ? And i also see "...for server 10.51.10.30:0" but that "0" is not correct, where do i have to change that ? Grtz and thnx for helping! Phil. From cubic at acronis.ru Tue Aug 31 06:54:40 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 31 Aug 2004 14:54:40 +0400 Subject: [rt-users] Configuration errors In-Reply-To: <8D23126C627DA047BB1114A42C6C14526B1B4D@server1.searo.local> References: <8D23126C627DA047BB1114A42C6C14526B1B4D@server1.searo.local> Message-ID: <413458F0.8040804@acronis.ru> Your new perl 5.8.5 doesn't use old perl path(5.8.3). It's OK if you don't share libdirs between perl versions and also IMHO it's recomended setup. You can install all required modules with CPAN shell: perl5.8.5 -e shell -MCPAN Or run autobundle command with old perl: perl5.8.3 -e autobundle -MCPAN and then install it with new version of perl. Philippe Dhont (Sea-ro) wrote: > Hello, > > I have some troubles with the configuration. > I installed apache, mysql, mod_perl and perl. > Installation of all this went fine! > When i start apache i get this in my log: > > [Tue Aug 31 09:45:43 2004] [notice] Apache/2.0.50 (Unix) > mod_perl/1.99_16 Perl/v5.8.5 PHP/4.3.6 configured -- resuming normal > operations > > So this means that apache is working fine & configured with perl but > there still is a problem with the perl modules. > > When i enable a module like > PerlModule Apache::DBI > Then i get in my apache log: > > [Tue Aug 31 09:47:59 2004] [error] Can't locate Apache/DBI.pm in @INC > (@INC contains: /usr/local/lib/perl5/5.8.5/i686-linux > /usr/local/lib/perl5/5.8.5 make make make . /usr/local/apache2/ > /usr/local/apache2/lib/perl) at (eval 2) line 3.\n [Tue Aug 31 09:47:59 > 2004] [error] Can't load Perl module Apache::DBI for server > 10.51.10.30:0, exiting.. > > The file dbi.pm is on my harddisk in these dirs: > /usr/local/share/perl/5.8.3/Apache/DBI.pm > /usr/local/share/perl/5.8.3/Apache/Session/Store/DBI.pm > /usr/local/lib/perl/5.8.3/DBI.pm > /usr/local/lib/perl/5.8.3/Bundle/DBI.pm > /root/.cpan/build/DBI-1.43/lib/Bundle/DBI.pm > /root/.cpan/build/DBI-1.43/DBI.pm > /root/.cpan/build/DBI-1.43/blib/lib/DBI.pm > /root/.cpan/build/DBI-1.43/blib/lib/Bundle/DBI.pm > /root/.cpan/build/Apache-DBI-0.94/DBI.pm > /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > /root/.cpan/build/Apache-Session-1.6/Session/Store/DBI.pm > /root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DBI.p > m > > > How can i correct this so that apache knows where to find the files ? > And i also see "...for server 10.51.10.30:0" but that "0" is not > correct, where do i have to change that ? > > > > Grtz and thnx for helping! > Phil. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From anders.ekstrand at drutt.com Tue Aug 31 07:15:44 2004 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Tue, 31 Aug 2004 13:15:44 +0200 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 Message-ID: Hi Jesse, I tried both DBIx::SearchBuilder 1.10_02 yesterday and DBIx::SearchBuilder 1.10_04 today, and get an erroneous behaviour regarding all ticket updates with both versions. The username for the updator is blank: Update with DBIx::SearchBuilder 1.10_04 ======================================= Tue Aug 31 13:04:59 2004 - Due changed from Tue Aug 31 07:50:51 2004 to Tue Aug 31 13:14:59 2004 Update with DBIx::SearchBuilder 1.01 ==================================== Tue Aug 31 13:06:16 2004 anders - Due changed from Tue Aug 31 13:14:59 2004 to Tue Aug 31 13:17:16 2004 Anybody else seen this? Best Regards - Anders Ekstrand > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jesse Vincent > Sent: den 30 augusti 2004 23:48 > To: Users of RT > Subject: [rt-users] DBIx::SearchBuilder 1.10_04 > > SearchBuilder 1.10_04 has just hit CPAN. This beta version > should resolve issues with the query builder that some folks > have recently seen on RT 2.0.x. (And has all the latest > performance improvements as > well) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From smeed1 at mac.com Tue Aug 31 08:23:25 2004 From: smeed1 at mac.com (Damian Burke) Date: Tue, 31 Aug 2004 07:23:25 -0500 Subject: [rt-users] "Uncheck All" in mass update page? In-Reply-To: <20040831035955.57F1884C0C3@pallas.eruditorum.org> References: <20040831035955.57F1884C0C3@pallas.eruditorum.org> Message-ID: <8E4085F1-FB48-11D8-9D29-0003931D8074@mac.com> I had to add a couple of things to get this to work. After that, it works great. 29c29 <
--- > 45a46,47 > my @ticket_nums; > 46a49,50 > unshift @ticket_nums, $Ticket->id; > Damian > > Hello, > > I added some (Javascript) code to /Search/Bulk.html to implement this > on > our RT instance. It allows the agent to "Check All" and "Uncheck All". > I > was originally going to attempt this without Javascript, but broke down > and did it with Javascript because I was short on time. > > http://www.cnw.com/~dustin/Bulk.html.gz > > From philippe.dhont at searo.be Tue Aug 31 08:27:46 2004 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 31 Aug 2004 14:27:46 +0200 Subject: [rt-users] MISSING dependencies Message-ID: <8D23126C627DA047BB1114A42C6C14526B1B89@server1.searo.local> Hi, I deleted some perl things, reinstalled perl etc.. Now executing the rt-test-dependencies and i see alot missing dependencies. So i install them with CPAN and i get the message that the module is up to date, or installed but when i re-excute the dependency command i still get all those MISSINGS... What could go wrong ? Grtz, Philippe From cubic at acronis.ru Tue Aug 31 08:32:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 31 Aug 2004 16:32:03 +0400 Subject: [rt-users] MISSING dependencies In-Reply-To: <8D23126C627DA047BB1114A42C6C14526B1B89@server1.searo.local> References: <8D23126C627DA047BB1114A42C6C14526B1B89@server1.searo.local> Message-ID: <41346FC3.2050404@acronis.ru> Philippe Dhont (Sea-ro) wrote: > Hi, > > I deleted some perl things, reinstalled perl etc.. > Now executing the rt-test-dependencies and i see alot missing > dependencies. > So i install them with CPAN and i get the message that the module is up > to date, or installed but when i re-excute the dependency command i > still get all those MISSINGS... > What could go wrong ? You run CPAN and rt-test-dependencies tools with different versions of perl interpreter. Please, send us output of `perl -V` and result of rt-test-dependencies script. > > Grtz, > Philippe > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From philippe.dhont at searo.be Tue Aug 31 08:50:04 2004 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 31 Aug 2004 14:50:04 +0200 Subject: [rt-users] MISSING dependencies Message-ID: <8D23126C627DA047BB1114A42C6C14526B1B8A@server1.searo.local> Hi, This is the result: Perl -V: Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.6.5, archname=i686-linux uname='linux zabbix 2.6.5 #4 tue apr 27 16:02:14 cest 2004 i686 gnulinux ' config_args='-de' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='3.3.3 (Debian 20040401)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.3.2.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: USE_LARGE_FILES Built under linux Compiled at Aug 31 2004 14:04:04 @INC: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 /usr/local/lib/perl5/site_perl/5.8.5/i686-linux /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl . Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.6.5, archname=i686-linux uname='linux zabbix 2.6.5 #4 tue apr 27 16:02:14 cest 2004 i686 gnulinux ' config_args='-de' hint=recommended, useposix=true, d_sigaction=define usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=undef useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='cc', ccflags ='-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-fno-strict-aliasing -pipe -I/usr/local/include' ccversion='', gccversion='3.3.3 (Debian 20040401)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='cc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.3.2.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='2.3.2' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' Characteristics of this binary (from libperl): Compile-time options: USE_LARGE_FILES Built under linux Compiled at Aug 31 2004 14:04:04 @INC: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 /usr/local/lib/perl5/site_perl/5.8.5/i686-linux /usr/local/lib/perl5/site_perl/5.8.5 /usr/local/lib/perl5/site_perl . Dependencies result: NOTE: mod_perl 2.0 isn't quite ready for prime_time just yet; Best Practical Solutions strongly recommends that sites use Apache 1.3 or FastCGI. If you MUST use mod_perl 2.0 (or 1.99), please read the mailing list archives before asking for help. perl: 5.8.3users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...found web group (www)...found MASON dependencies: Params::Validate 0.02...MISSING Cache::Cache ...MISSING Exception::Class 1.14...MISSING HTML::Mason 1.23...MISSING MLDBM ...MISSING FreezeThaw ...MISSING XML::RSS ...MISSING MAILGATE dependencies: HTML::TreeBuilder ...MISSING HTML::FormatText ...MISSING CLI dependencies: CORE dependencies: DBI 1.37...MISSING Test::Inline ...MISSING Class::ReturnValue 0.40...MISSING DBIx::SearchBuilder 1.01...MISSING Text::Template ...MISSING HTML::Scrubber 0.08...MISSING Log::Dispatch 2.0...MISSING Locale::Maketext::Lexicon 0.32...MISSING Locale::Maketext::Fuzzy ...MISSING MIME::Entity 5.108...MISSING Mail::Mailer 1.57...MISSING Text::Wrapper ...MISSING Time::ParseDate ...MISSING Term::ReadKey ...MISSING Text::Autoformat ...MISSING Text::Quoted 1.3...MISSING Tree::Simple 1.04...MISSING Module::Versions::Report ...MISSING DEV dependencies: Regexp::Common ...MISSING Test::Inline ...MISSING WWW::Mechanize ...MISSING MODPERL2 dependencies: Apache::DBI ...MISSING MYSQL dependencies: DBD::mysql 2.1018...MISSING Thnx! Phil. -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: dinsdag 31 augustus 2004 14:32 To: Philippe Dhont (Sea-ro) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] MISSING dependencies Philippe Dhont (Sea-ro) wrote: > Hi, > > I deleted some perl things, reinstalled perl etc.. > Now executing the rt-test-dependencies and i see alot missing > dependencies. > So i install them with CPAN and i get the message that the module is > up to date, or installed but when i re-excute the dependency command i > still get all those MISSINGS... > What could go wrong ? You run CPAN and rt-test-dependencies tools with different versions of perl interpreter. Please, send us output of `perl -V` and result of rt-test-dependencies script. > > Grtz, > Philippe > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From sc2 at gmx.at Tue Aug 31 08:52:26 2004 From: sc2 at gmx.at (sc2 at gmx.at) Date: Tue, 31 Aug 2004 14:52:26 +0200 Subject: [rt-users] Re: no ideas (scripts) problem References: <8D23126C627DA047BB1114A42C6C14526B1B89@server1.searo.local> <41346FC3.2050404@acronis.ru> Message-ID: <001d01c48f59$7d523f60$6bda6c50@b> hello My RT 2 has this problem. When i use the script OnCorresponse NotifyRequestorandCcs and if i set up a AdminCC on queue, the admin never get a answer of the user Example: User: >hello Admin: reply User: reply2 to the admin reply Admin: >Nomail ------------------- But i know normaly it works, cause before 2/3 month it works fine. The only change i did was a SMPT Auth - SASL Change. Maillog does not log any failure , /tmp/rt.log is empty Any ideas why admincc doesnt get answers or how i can debug? thanks From cubic at acronis.ru Tue Aug 31 09:06:10 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 31 Aug 2004 17:06:10 +0400 Subject: [rt-users] MISSING dependencies In-Reply-To: <8D23126C627DA047BB1114A42C6C14526B1B8A@server1.searo.local> References: <8D23126C627DA047BB1114A42C6C14526B1B8A@server1.searo.local> Message-ID: <413477C2.4020901@acronis.ru> Philippe Dhont (Sea-ro) wrote: > Hi, > > This is the result: > > Perl -V: > > Summary of my perl5 (revision 5 version 8 subversion 5) configuration: [snip] > > > > perl: > 5.8.3users: > rt group (rt)...found [snip] > > Thnx! > Phil. As I said you run CPAN tool and rt-test-dependencies tools with different versions of perl. Use `/path/to/your/perl rt-test-dependecies` command to override default location. > > > > > > > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: dinsdag 31 augustus 2004 14:32 > To: Philippe Dhont (Sea-ro) > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] MISSING dependencies > > Philippe Dhont (Sea-ro) wrote: > >>Hi, >> >>I deleted some perl things, reinstalled perl etc.. >>Now executing the rt-test-dependencies and i see alot missing >>dependencies. >>So i install them with CPAN and i get the message that the module is >>up to date, or installed but when i re-excute the dependency command i > > >>still get all those MISSINGS... >>What could go wrong ? > > You run CPAN and rt-test-dependencies tools with different versions of > perl interpreter. > > Please, send us output of `perl -V` and result of rt-test-dependencies > script. > > >>Grtz, >>Philippe From daves at wavesco.com Tue Aug 31 09:21:10 2004 From: daves at wavesco.com (David Schnardthorst) Date: Tue, 31 Aug 2004 08:21:10 -0500 Subject: [rt-users] "Unrecognised line" error from EmailParser In-Reply-To: <39257262-FAFF-11D8-8C25-0030658D156A@quicksilver.co.nz> Message-ID: I had this problem as well and by upgrading to perl 5.8.5 the problem went away. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan Ward Sent: Monday, August 30, 2004 10:38 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] "Unrecognised line" error from EmailParser I have applied the following patch to my RT installation, but am still getting the following error: Unrecognised line: Nathan Ward at /usr/local/rt-3.2.1/lib/RT/EmailParser.pm line 449 Modified: lib/RT/EmailParser.pm ======================================================================== ====== --- lib/RT/EmailParser.pm (original) +++ lib/RT/EmailParser.pm Fri Jul 30 15:59:24 2004 @@ -467,6 +467,8 @@ my $self = shift; my $Addr = shift; + # Perl 5.8.0 breaks when doing regex matches on utf8 + Encode::_utf8_off($Addr) if $] == 5.008; my @Addresses = Mail::Address->parse($Addr); my $AddrObj = $Addresses[0]; I'm running perl-5.8.0 on RHEL3, which others seem to have working.. Anyone have any thoughts as to why this error remains? Is there a way to test that the utf8 flag is actually being turned off, and print a message to STDERR? -- Nathan Ward _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From scott.dexter at ingenta.com Tue Aug 31 10:05:53 2004 From: scott.dexter at ingenta.com (Scott Dexter) Date: Tue, 31 Aug 2004 10:05:53 -0400 Subject: [rt-users] Updating from 2.0.15 to 3.0.11 In-Reply-To: <41342CBB.5060104@acronis.ru> References: <41336151.9010709@ingenta.com> <41342CBB.5060104@acronis.ru> Message-ID: <413485C1.5060808@ingenta.com> Ruslan U. Zakirov wrote: > http://download.bestpractical.com/pub/rt/devel/ > rt2-to-rt3 package > > Scott Dexter wrote: > >> Is there any sane way to get the tickets from the 2.0.15 instance >> into the 3.0.11 database? >> >> Scott >> > I've tried this script....it fails horribly just about every time I use it. :( -- 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 cubic at acronis.ru Tue Aug 31 10:29:06 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 31 Aug 2004 18:29:06 +0400 Subject: [rt-users] Updating from 2.0.15 to 3.0.11 In-Reply-To: <413485C1.5060808@ingenta.com> References: <41336151.9010709@ingenta.com> <41342CBB.5060104@acronis.ru> <413485C1.5060808@ingenta.com> Message-ID: <41348B32.6030306@acronis.ru> Scott Dexter wrote: > Ruslan U. Zakirov wrote: > >> http://download.bestpractical.com/pub/rt/devel/ >> rt2-to-rt3 package >> >> Scott Dexter wrote: >> >>> Is there any sane way to get the tickets from the 2.0.15 instance >>> into the 3.0.11 database? >>> >>> Scott >>> >> > > I've tried this script....it fails horribly just about every time I use > it. :( > It's only known sane way. You can try fix it or hire perl guru. RT2 instance may have some artefacts that are not well handled. You can try 3.0.4-6 instead of 3.0.11 cause this script was mainly writen/fixed at that period of time. Best regards. Ruslan. From danie.marais at attix5.com Tue Aug 31 10:12:00 2004 From: danie.marais at attix5.com (Danie Marais) Date: Tue, 31 Aug 2004 16:12:00 +0200 Subject: [rt-users] Missing links after upgrade from rt 3.0.9 to 3.2.1 References: <200407011144.i61BikN7027982@ sportina.si> Message-ID: <0cfc01c48f64$7b77b200$0a14a8c0@danie> Hi, I installed 3.2.1 on a test box and it worked 100%. Then I upgraded from 3.0.9 to 3.2.1 on my production box by moving away /opt/rt3 completely and doing a 'make upgrade' as per the readme. When I restart apache RT comes up, but the lists on home page and search pages contain no links to the tickets. I then manually installed all the CPAN modules listed in 'make testdeps'. And about 50% of them actually installed while the other half was OK. However, even after the upgrade the result was still the same. I deleted mason_data dir in /opt/rt3/var as suggested somewhere but that caused apache not to start. I also imported an old version of the production database to the test box, but that worked 100%. I will try it with the existing database after downloading it overnight. For now I have reverted back to 3.0.9. Any suggestions? I use FC1 httpd-2.0.50-1.0 mod_perl-1.99_12-2 Regards, Danie From Clem.Kumah at moneysupermarket.com Tue Aug 31 11:40:04 2004 From: Clem.Kumah at moneysupermarket.com (Clem Kumah) Date: Tue, 31 Aug 2004 16:40:04 +0100 Subject: [rt-users] WebRT 3.2.1 Message-ID: <3527B7BFAD877640AF10EED97C48C60F05493739@MFGEXCHCL.moneysupermarket.com> Hi, I am trying to install RT 3.2.1. I have satisfied all the dependencies per the installation. See below: [root at webrt rt-3.2.1]# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (www)...found web group (www)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS ...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::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.01...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...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 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found However when I run "make initialize-database" and supply root password to mysql database I get the following error: [root at webrt rt-3.2.1]# make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect(';host=localhost','root',...) failed: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //opt/rt3/sbin/rt-setup-database line 80 Failed to connect to dbi:mysql:;host=localhost as root: Client does not support authentication protocol requested by server; consider upgrading MySQL client at //opt/rt3/sbin/rt-setup-database line 80, line 1. make: *** [initialize-database] Error 255 I can however connect to the Mysql server using root password. Any help would be appreciated. Thanks in advance. ------------------------------------------------------------------------ ----------------------------------------------------- Clem Kumah Operations Manager Moneysupermarket.com Ltd Tel: 01244 665 700 ext 2287 DDI: 01244 220617 Mob: 07876 341933 M: clem.kumah at Moneysupermarket.com W: http://www.moneysupermarket.com Address: Moneysupermarket House, St David's Park, Ewloe, Nr Chester, CH5 3UZ -------------- next part -------------- An HTML attachment was scrubbed... URL: From dimitry.faynerman at hypermediasystems.com Tue Aug 31 11:56:46 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 31 Aug 2004 08:56:46 -0700 Subject: [rt-users] RT logs In-Reply-To: <3394B5500F14BB4E9F32DD29BC7276CE02FF52AE@vpd_exch01.vpd.bc.ca> Message-ID: <000501c48f73$1ed086d0$1804140a@DimitryFaynerman> Hi, I just installed a fresh RT 3.2.1 I created several tickets thru both email and web interface. I have this in my config file: Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/usr/local/rt1/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log However the /usr/local/rt1/var/log/rt.log file doesn't exist. My question is - is there anything wrong with the config? Thanks From vadud3 at gmail.com Tue Aug 31 12:02:42 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Tue, 31 Aug 2004 12:02:42 -0400 Subject: [rt-users] Re: Disable AutoReply for certain email address In-Reply-To: References: <41133410.30303@acronis.ru> <411379C8.4070405@acronis.ru> Message-ID: Any help with this would be appreciated On Sat, 28 Aug 2004 13:54:03 -0400, Asif Iqbal wrote: > What variable in RT carries the requestor email address? So I can > check for that and if it matches certain email list I can disable > autoreply > > Thanks > > > > On Fri, 06 Aug 2004 16:30:00 +0400, Ruslan U. Zakirov wrote: > > Asif Iqbal wrote: > > > I noticed one in the archive > > > > > > http://lists.bestpractical.com/pipermail/rt-devel/2003-November/005063.html > > yes. > > > > With small addition: > > You should check that transaction type is Create. > > > > return 0 unless $self->TransactionObj->Type eq 'Create'; > > > > > > > > So for my case the custom action would be if that email address > > > matches do not AutoReply > > > > > > I am not a Perl guru and some help with that would be greatly appreciated > > May be it's time too learn perl a little. :) > > > > > > > > > > Thanks > > > > > > On Fri, 06 Aug 2004 11:32:32 +0400, Ruslan U. Zakirov wrote: > > > > > >>Write custom condition for autoreply scrip. > > >> > > >> > > >> > > >>Asif Iqbal wrote: > > >> > > >>>Not sure if anyone have seen this email, but I am still looking for > > >>>some one this. > > >>> > > >>>Thanks > > >>> > > >>>On Wed, 4 Aug 2004 00:47:55 -0400, Asif Iqbal wrote: > > >>> > > >>> > > >>>>Hi All > > >>>> > > >>>>Is there a way I can disable AutoReply only for some email addresses > > >>>>for a specific queue? > > >>>> > > >>>>Thanks for the help > > >>>> > > >>>>-- > > >>>>Asif Iqbal > > >>>>PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > >>>> > > >>> > > >>> > > >>> > > >> > > > > > > > > > > > > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From nvarney at edt.fr Tue Aug 31 13:02:52 2004 From: nvarney at edt.fr (nvarney at edt.fr) Date: Tue, 31 Aug 2004 18:02:52 +0100 Subject: [rt-users] RT logs Message-ID: <41256F01.005DA66E.00@notes.edt.fr> >Hi, > >I just installed a fresh RT 3.2.1 >I created several tickets thru both email and web interface. >I have this in my config file: > >Set($LogToSyslog , 'debug'); >Set($LogToScreen , 'error'); >Set($LogToFile , undef); >Set($LogDir, '/usr/local/rt1/var/log'); >Set($LogToFileNamed , "rt.log"); #log to rt.log > >However the /usr/local/rt1/var/log/rt.log file doesn't exist. >My question is - is there anything wrong with the config? > >Thanks You should define what to put in your log file Change the line: Set($LogToFile , undef); to Set($LogToFile , 'debug'); for example. Regards Nicolas Varney From dimitry.faynerman at hypermediasystems.com Tue Aug 31 12:39:59 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Tue, 31 Aug 2004 09:39:59 -0700 Subject: [rt-users] RT logs In-Reply-To: <41256F01.005DA66E.00@notes.edt.fr> Message-ID: <000501c48f79$27ed3b90$1804140a@DimitryFaynerman> Thanks, that works -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of nvarney at edt.fr Sent: Tuesday, August 31, 2004 10:03 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT logs >Hi, > >I just installed a fresh RT 3.2.1 >I created several tickets thru both email and web interface. >I have this in my config file: > >Set($LogToSyslog , 'debug'); >Set($LogToScreen , 'error'); >Set($LogToFile , undef); >Set($LogDir, '/usr/local/rt1/var/log'); >Set($LogToFileNamed , "rt.log"); #log to rt.log > >However the /usr/local/rt1/var/log/rt.log file doesn't exist. >My question is - is there anything wrong with the config? > >Thanks You should define what to put in your log file Change the line: Set($LogToFile , undef); to Set($LogToFile , 'debug'); for example. Regards Nicolas Varney _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Tue Aug 31 12:52:55 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 31 Aug 2004 12:52:55 -0400 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 In-Reply-To: References: Message-ID: <3492C88E-FB6E-11D8-86C2-000A95AE249E@bestpractical.com> To use the new version, it turns out you need to make sure all users log out and log back in. You can do this by deleting all entries from the sessions table. I only discovered this about 8 hours ago. Jesse On Aug 31, 2004, at 7:15 AM, Anders Ekstrand wrote: > Hi Jesse, > > I tried both DBIx::SearchBuilder 1.10_02 yesterday and > DBIx::SearchBuilder 1.10_04 today, and get an erroneous behaviour > regarding all ticket updates with both versions. The username for the > updator is blank: > > > Update with DBIx::SearchBuilder 1.10_04 > ======================================= > Tue Aug 31 13:04:59 2004 - Due changed from Tue Aug 31 07:50:51 > 2004 to Tue Aug 31 13:14:59 2004 > > Update with DBIx::SearchBuilder 1.01 > ==================================== > Tue Aug 31 13:06:16 2004 anders - Due changed from Tue Aug 31 > 13:14:59 2004 to Tue Aug 31 13:17:16 2004 > > > Anybody else seen this? > > Best Regards - Anders Ekstrand > >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf >> Of Jesse Vincent >> Sent: den 30 augusti 2004 23:48 >> To: Users of RT >> Subject: [rt-users] DBIx::SearchBuilder 1.10_04 >> >> SearchBuilder 1.10_04 has just hit CPAN. This beta version >> should resolve issues with the query builder that some folks >> have recently seen on RT 2.0.x. (And has all the latest >> performance improvements as >> well) >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From Joseph_Micciche at Progressive.com Tue Aug 31 15:38:27 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 31 Aug 2004 15:38:27 -0400 Subject: [rt-users] phpMyAdmin for db mgmt? Message-ID: We just set up an RT test instance and have been testing on it, getting ready to move a production RT onto the new box. I also installed phpMyAdmin on this server to easily manage MySQL. I used phpMyAdmin to select status=deleted and removed those tickets; and then emptied the tickets table and everything seemed to go fine. I also deleted everything from the Transaction table, but the next ticket picked up the next ticket #, it did not start over at 1. How can I start at 1 again? Joe Micciche From fstanley at netburner.com Tue Aug 31 16:47:17 2004 From: fstanley at netburner.com (Forrest Stanley) Date: Tue, 31 Aug 2004 12:47:17 -0800 Subject: [rt-users] Email Parser error Message-ID: <6.1.2.0.2.20040831124550.02064408@mail.netburner.com> My logs keep filling up with this error. Anyone know what could be causing this? It does not seem to be affecting the runtime of RT. But, it is generating this error sometimes multiple times a second, so it can't be good for the system Aug 31 12:54:21 support RT: Encoding error: Unknown encoding '%CHARSET' at /usr/local/rt3/lib/RT/I18N.pm line 204 Stack: [/usr/lib/perl5/5.8.3/Carp.pm:191] [/usr/lib/perl5/5.8.3/i386-linux-thread-multi/Encode.pm:177] [/usr/local/rt3/lib/RT/I18N.pm:204] [/usr/local/rt3/lib/RT/I18N.pm:162] [/usr/local/rt3/lib/RT/EmailParser.pm:268] [/usr/local/rt3/lib/RT/EmailParser.pm:247] [/usr/local/rt3/lib/RT/EmailParser.pm:211] [/usr/local/rt3/lib/RT/Interface/Email.pm:437] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway.html:31] defaulting to ISO-8859-1 -> UTF-8 (/usr/local/rt3/lib/RT/I18N.pm:208) Forrest Stanley NetBurner Inc. fstanley at netburner.com 858-558-0293 x204 "Networking in 1 Day!" Find out how at http://www.netburner.com From autrijus at autrijus.org Tue Aug 31 16:16:11 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 1 Sep 2004 04:16:11 +0800 Subject: [rt-users] DBIx::SearchBuilder 1.10_04 In-Reply-To: References: Message-ID: <20040831201611.GA7721@aut.dyndns.org> On Tue, Aug 31, 2004 at 01:15:44PM +0200, Anders Ekstrand wrote: > I tried both DBIx::SearchBuilder 1.10_02 yesterday and > DBIx::SearchBuilder 1.10_04 today, and get an erroneous behaviour > regarding all ticket updates with both versions. The username for the > updator is blank: > > Anybody else seen this? Yes. I have fixed it locally using ->id memoization: http://aut.dyndns.org/tmp/Cachable.pm The error occurs because old objects in the session files did not have the ->{_id} attribute. And in any case the pre-filling of ->{_id} is unneccessary. Thus in the url above it becomes: sub id { my $self = shift; return ( $self->{'_id'} ||= $self->SUPER::id ); } Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From rmroland at indiana.edu Tue Aug 31 18:06:56 2004 From: rmroland at indiana.edu (Roland, Ryan M) Date: Tue, 31 Aug 2004 17:06:56 -0500 Subject: [rt-users] Setting up Postfix/mailgate on Gentoo Message-ID: I am using RT 3.2.0 on Gentoo Linux. I have been trying to setup Postfix (MTA) to accept email which creates tickets in RT. In /etc/mail/aliases, when I have it_test: it_test where it_test is a local system user (not an RT user though), it accepts mail sent to it_test at ... However, when I then put the mailgate info in: it_test: "|/[...]/bin/rt-mailgate --queue ITTest -action correspond --url Error! Hyperlink reference not valid. omitted]/" Where ITTest is an existing queue, I get an Undeliverable with this error: < [hostname omitted] #5.0.0 X-Postfix; Command died with status 1: " /[...]/bin/rt-mailgate --queue ITTest --action correspond --url Error! Hyperlink reference not valid. omitted]/"> According to the rt-mailgate perldoc, "However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway." Since it doesn't say whether I need to use a particular username or set any special permissions, (or where I would tell the mailgate which username to use) I have created a user 'rt-mailgate' and a user 'it_test' (same name as the user receiving the mail). Neither of these worked. So what am I missing? Is there a particular format required of those emails that I haven't found in the documentation? Is there special permissions that one of the users need to some area of the RT arch or special configuration on the ITTest queue itself? Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University -------------- next part -------------- An HTML attachment was scrubbed... URL: From hwagener at hamburg.fcb.com Tue Aug 31 19:10:38 2004 From: hwagener at hamburg.fcb.com (Hwagener) Date: Tue, 31 Aug 2004 15:10:38 -0800 Subject: [rt-users] foto Message-ID: An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: foto.zip Type: application/octet-stream Size: 4558 bytes Desc: not available URL: From ramassa at ucdavis.edu Tue Aug 31 18:07:32 2004 From: ramassa at ucdavis.edu (Richard Jacobsen) Date: Tue, 31 Aug 2004 15:07:32 -0700 Subject: [rt-users] rt_user@localhost denied rt-2.3.1 Message-ID: <20040831150732.D18668@tictactoe.unixboxen.net> Hi everyone, After searching the archives, it seems like people have been having this problem before... System: Slackware-10.0 mysql 4.0.20 apache 1.3.31 mod_perl 1.29 mod_ssl 2.8.19-1.3.31 perl 5.8.4 rt-3.2.1 after making rt and editing /opt/rt3/etc/RT_SiteConfig.pm and changing the rt_user password, then making initialize-database, I get this message in the error_log when going to the webui... DBI connect('dbname=rt3','rt_user',...) failed: Access denied for user: 'rt_user at localhost' (Using password: YES) at /usr/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 131 [Tue Aug 31 14:37:36 2004] [error] Connect Failed Access denied for user: 'rt_user at localhost' (Using password: YES)\n at /opt/rt3/lib/RT.pm line 149\n I can do: mysql -u rt_user -h localhost -p to gain access to the database and select stuff from tables, so I don't think it is on mysql's end... What further troubleshooting do you guys suggest I do? Thanks, Richard -- "a professional is simply one who gets paid for doing what an amateur does for love." -- Ursula K. Le Guin From bhat at trinity.unimelb.edu.au Tue Aug 31 19:55:40 2004 From: bhat at trinity.unimelb.edu.au (Tim Bell) Date: Wed, 1 Sep 2004 09:55:40 +1000 Subject: [rt-users] rt2-to-rt3-1.23 and table size inflation Message-ID: <20040831235540.GA9796@trinity.unimelb.edu.au> Hi, I'm using rt2-to-rt3-1.23 to upgrade from RT-2.0.13 to RT-3.0.11, using Perl 5.8.4 on Debian. I've had a look back in the list archives, but I can't see any other reports of the problem I'm having. I'm seeing tens of thousands of extra rows in the Groups and GroupMembers tables, and the same in the new Principals table; I'm wondering if this is normal. Here's the database info for RT2 (via PHPMyAdmin): Table Records Size Overhead ------------------------------------------------------------ ACL 261 62.5 KB 11,112 Bytes Attachments 14,320 46.2 MB - GroupMembers 25 3.3 KB 26 Bytes Groups 12 3.6 KB - KeywordSelects 3 5.1 KB - Keywords 188 17.8 KB - Links 178 70.3 KB - ObjectKeywords 180 20.9 KB - Queues 8 5.7 KB - ScripActions 10 3.1 KB - ScripConditions 7 2.7 KB - Scrips 16 3.7 KB - Templates 10 5.8 KB - Tickets 5,269 1.0 MB - Transactions 20,052 1.6 MB - Users 800 254.4 KB - Watchers 5,390 569.9 KB - ------------------------------------------------------------ 17 table(s) Sum 46,729 49.8 MB 10.9 KB And here's the same thing for RT3 after dumping and importing: Table Records Size Overhead ---------------------------------------------------------- ACL 256 29.6 KB - Attachments 14,318 46.7 MB - CachedGroupMembers 47,296 4.2 MB - CustomFieldValues 9 3.4 KB - CustomFields 3 3.2 KB - GroupMembers 13,087 436.1 KB - Groups 21,933 3.1 MB - Links 54 24.0 KB - Principals 22,744 837.2 KB - Queues 9 4.8 KB - ScripActions 15 3.7 KB - ScripConditions 9 2.9 KB - Scrips 27 8.6 KB - Templates 12 5.8 KB - TicketCustomFieldValues 178 22.7 KB - Tickets 5,267 1.2 MB - Transactions 20,048 1.6 MB - Users 810 310.4 KB - sessions 0 1.0 KB - ---------------------------------------------------------- 19 table(s) Sum 146,075 58.4 MB 0 Bytes Is this expected behaviour, or is something going wrong during export or import? Should I try importing into RT3.2 instead? Is there some step I've forgotten, or a configuration option to tweak? Any advice gratefully received. Tim. -- Tim Bell -- bhat at trinity.unimelb.edu.au -- System Administrator Trinity College, Royal Parade, Parkville, Victoria, 3052, Australia From jkikpole at cairodurham.org Tue Aug 31 20:16:50 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Tue, 31 Aug 2004 20:16:50 -0400 Subject: [rt-users] "Unsatisfied dependency chain"? Message-ID: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> Hi all. I've been using RT for a few years and LOVE it. Its getting to the point that I can't do my job without it. Just in time for me to break it. :) I just did an OS update (FreeBSD 4.9-Stable to 4.10-Stable) and updated lots of third party ports (e.g. perl 5.6, apache 1.3.x, etc.). This never caused RT problems before. However, it is the most significant change I've made recently, so I'm guessing that one of the Perl modules is on a bad version or installed wrong or is running into an incompatibility or something.... Here's the error. If you have any ideas, please let me know. Thanks in advance, Jaime error:? Unsatisfied dependency chain in Joins Users_2 at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 889. context:? ...? 885:? $seen_aliases{$join} = 1; 886:? } 887:? else { 888:? push ( @keys, $join ); 889:? die "Unsatisfied dependency chain in Joins @keys" 890:? if $seen{"@keys"}++; 891:? } 892:? 893:? } ...? code stack:? /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:889 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:316 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:109 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:400 /usr/local/rt-2-0-15/lib/RT/Tickets.pm:996 /usr/local/rt-2-0-15/WebRT/html/Elements/MyRequests:11 /usr/local/rt-2-0-15/WebRT/html/index.html:9 /usr/local/rt-2-0-15/WebRT/html/autohandler:58 From jesse at bestpractical.com Tue Aug 31 20:45:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 31 Aug 2004 20:45:04 -0400 Subject: [rt-users] "Unsatisfied dependency chain"? In-Reply-To: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> References: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> Message-ID: <29FBB85A-FBB0-11D8-8BDB-000A95AE249E@bestpractical.com> Haul down DBIx::SearchBuilder 1.10_04. That release resolves this issue. 1.10_05 resolves another ,that we're working through today. (1.10_05 should be out within a few hours) On Aug 31, 2004, at 8:16 PM, Jaime Kikpole wrote: > Hi all. I've been using RT for a few years and LOVE it. Its getting > to the point that I can't do my job without it. Just in time for me > to break it. :) > > I just did an OS update (FreeBSD 4.9-Stable to 4.10-Stable) and > updated lots of third party ports (e.g. perl 5.6, apache 1.3.x, etc.). > This never caused RT problems before. However, it is the most > significant change I've made recently, so I'm guessing that one of the > Perl modules is on a bad version or installed wrong or is running into > an incompatibility or something.... Here's the error. If you have > any ideas, please let me know. > > Thanks in advance, > Jaime > > error:? > Unsatisfied dependency chain in Joins Users_2 at > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line > 889. > > context:? > > > ...? > > 885:? > $seen_aliases{$join} = 1; > > 886:? > } > > 887:? > else { > > 888:? > push ( @keys, $join ); > > 889:? > die "Unsatisfied dependency chain in Joins @keys" > > 890:? > if $seen{"@keys"}++; > > 891:? > } > > 892:? > > 893:? > } > > ...? > > code stack:? > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:889 > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:316 > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:109 > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:400 > /usr/local/rt-2-0-15/lib/RT/Tickets.pm:996 > /usr/local/rt-2-0-15/WebRT/html/Elements/MyRequests:11 > /usr/local/rt-2-0-15/WebRT/html/index.html:9 > /usr/local/rt-2-0-15/WebRT/html/autohandler:58 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From jesse at bestpractical.com Tue Aug 31 20:49:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 31 Aug 2004 20:49:40 -0400 Subject: [rt-users] rt2-to-rt3-1.23 and table size inflation In-Reply-To: <20040831235540.GA9796@trinity.unimelb.edu.au> References: <20040831235540.GA9796@trinity.unimelb.edu.au> Message-ID: On Aug 31, 2004, at 7:55 PM, Tim Bell wrote: > Hi, > > I'm using rt2-to-rt3-1.23 to upgrade from RT-2.0.13 to RT-3.0.11, using > Perl 5.8.4 on Debian. I've had a look back in the list archives, but I > can't see any other reports of the problem I'm having. > > I'm seeing tens of thousands of extra rows in the Groups and > GroupMembers tables, and the same in the new Principals table; I'm > wondering if this is normal. Yes. That's normal. four pseudo-groups per ticket. (Replacing the Watchers table from RT 2.0) From jkikpole at cairodurham.org Tue Aug 31 21:16:04 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Tue, 31 Aug 2004 21:16:04 -0400 Subject: [rt-users] "Unsatisfied dependency chain"? In-Reply-To: <29FBB85A-FBB0-11D8-8BDB-000A95AE249E@bestpractical.com> References: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> <29FBB85A-FBB0-11D8-8BDB-000A95AE249E@bestpractical.com> Message-ID: <7EC09910-FBB4-11D8-BFE3-000A95C01924@cairodurham.org> On Aug 31, 2004, at 8:45 PM, Jesse Vincent wrote: > Haul down DBIx::SearchBuilder 1.10_04. That release resolves this > issue. 1.10_05 resolves another ,that we're working through today. > (1.10_05 should be out within a few hours) Gave that a try: zeus# ls -l /var/db/pkg/|grep SearchBuilder drwxr-xr-x 2 root wheel 512 Aug 31 21:12 bsdpan-DBIx-SearchBuilder-1.10_04 Got a new error: error:? Unsatisfied dependency chain in Joins Users_2 at /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 889. context:? ...? 885:? $args{'ALIAS1'}; 886:? $args{'SearchBuilder'}->{'left_joins'}{"$alias"}{'criteria'} 887:? { 'criterion' . $args{'SearchBuilder'}->{'criteria_count'}++ } = 888:? " $args{'ALIAS1'}.$args{'FIELD1'} = $alias.$args{'FIELD2'}"; 889:? 890:? return ($alias); 891:? } 892:? 893:? sub _NormalJoin { ...? code stack:? /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:889 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:316 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:109 /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:400 /usr/local/rt-2-0-15/lib/RT/Tickets.pm:996 /usr/local/rt-2-0-15/WebRT/html/Elements/MyRequests:11 /usr/local/rt-2-0-15/WebRT/html/index.html:9 /usr/local/rt-2-0-15/WebRT/html/autohandler:58 Any clues? I don't understand most of the above. If a 2-->3 upgrade is going to fix the problem and not cause others, I would be willing to do that. It looks like RT3 and 3.2 are in the FreeBSD ports collection. What do you think? Is the migration process painless and/or have very little pain? :) Thanks in advance, Jaime From jesse at bestpractical.com Tue Aug 31 21:20:06 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 31 Aug 2004 21:20:06 -0400 Subject: [rt-users] "Unsatisfied dependency chain"? In-Reply-To: <7EC09910-FBB4-11D8-BFE3-000A95C01924@cairodurham.org> References: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> <29FBB85A-FBB0-11D8-8BDB-000A95AE249E@bestpractical.com> <7EC09910-FBB4-11D8-BFE3-000A95C01924@cairodurham.org> Message-ID: <0EF3F4F4-FBB5-11D8-8BDB-000A95AE249E@bestpractical.com> That line number sure doesn't match my 1.10_04 On Aug 31, 2004, at 9:16 PM, Jaime Kikpole wrote: > On Aug 31, 2004, at 8:45 PM, Jesse Vincent wrote: >> Haul down DBIx::SearchBuilder 1.10_04. That release resolves this >> issue. 1.10_05 resolves another ,that we're working through today. >> (1.10_05 should be out within a few hours) > > Gave that a try: > > zeus# ls -l /var/db/pkg/|grep SearchBuilder > drwxr-xr-x 2 root wheel 512 Aug 31 21:12 > bsdpan-DBIx-SearchBuilder-1.10_04 > > > Got a new error: > > error:? > Unsatisfied dependency chain in Joins Users_2 at > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line > 889. > > context:? > > > ...? > > 885:? > $args{'ALIAS1'}; > > 886:? > $args{'SearchBuilder'}->{'left_joins'}{"$alias"}{'criteria'} > > 887:? > { 'criterion' . $args{'SearchBuilder'}->{'criteria_count'}++ } = > > 888:? > " $args{'ALIAS1'}.$args{'FIELD1'} = $alias.$args{'FIELD2'}"; > > 889:? > > 890:? > return ($alias); > > 891:? > } > > 892:? > > 893:? > sub _NormalJoin { > > ...? > > code stack:? > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:889 > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:316 > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:109 > /usr/local/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:400 > /usr/local/rt-2-0-15/lib/RT/Tickets.pm:996 > /usr/local/rt-2-0-15/WebRT/html/Elements/MyRequests:11 > /usr/local/rt-2-0-15/WebRT/html/index.html:9 > /usr/local/rt-2-0-15/WebRT/html/autohandler:58 > > Any clues? I don't understand most of the above. > > If a 2-->3 upgrade is going to fix the problem and not cause others, > I would be willing to do that. It looks like RT3 and 3.2 are in the > FreeBSD ports collection. What do you think? Is the migration > process painless and/or have very little pain? :) > > Thanks in advance, > Jaime From jesse at bestpractical.com Tue Aug 31 21:34:52 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 31 Aug 2004 21:34:52 -0400 Subject: [rt-users] "Unsatisfied dependency chain"? In-Reply-To: References: <388C1D09-FBAC-11D8-BFE3-000A95C01924@cairodurham.org> <29FBB85A-FBB0-11D8-8BDB-000A95AE249E@bestpractical.com> Message-ID: <1F0BC03A-FBB7-11D8-8BDB-000A95AE249E@bestpractical.com> On Aug 31, 2004, at 8:56 PM, Jaime Kikpole wrote: > On Aug 31, 2004, at 8:45 PM, Jesse Vincent wrote: >> Haul down DBIx::SearchBuilder 1.10_04. That release resolves this >> issue. 1.10_05 resolves another ,that we're working through today. >> (1.10_05 should be out within a few hours) > > I'm a bit new to CPAN. I think that I found directions to do this: > > perl -MCPAN -e 'install DBIx::SearchBuilder' > _ versions are 'development' versions. Go to search.cpan.org and download the distribution by hand. then untar it, perl Makefile.PL and 'make install' > But I still get that error. Also, I'm not sure how to tell what > version of DBIx:SearchBuilder I'm using. Any tips there? > > Thanks in advance, > Jaime > From niels=rt at bakker.net Tue Aug 31 23:16:29 2004 From: niels=rt at bakker.net (Niels Bakker) Date: Wed, 1 Sep 2004 05:16:29 +0200 Subject: [rt-users] Email Parser error In-Reply-To: <6.1.2.0.2.20040831124550.02064408@mail.netburner.com> References: <6.1.2.0.2.20040831124550.02064408@mail.netburner.com> Message-ID: <20040901031629.GZ74928@snowcrash.tpb.net> * fstanley at netburner.com (Forrest Stanley) [Tue 31 Aug 2004, 21:50 CEST]: > My logs keep filling up with this error. Anyone know what could be causing > this? It does not seem to be affecting the runtime of RT. But, it is > generating this error sometimes multiple times a second, so it can't be > good for the system > > Aug 31 12:54:21 support RT: Encoding error: Unknown encoding '%CHARSET' at > /usr/local/rt3/lib/RT/I18N.pm line > 204 Stack: [/usr/lib/perl5/5.8.3/Carp.pm:191] > [/usr/lib/perl5/5.8.3/i386-linux-thread-multi/Encode.pm:177] > [/usr/local/rt3/lib/RT/I18N.pm:204] [/usr/local/rt3/lib/RT/I18N.pm:162] > [/usr/local/rt3/lib/RT/EmailParser.pm:268] > [/usr/local/rt3/lib/RT/EmailParser.pm:247] > [/usr/local/rt3/lib/RT/EmailParser.pm:211] > [/usr/local/rt3/lib/RT/Interface/Email.pm:437] > [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway.html:31] > defaulting to ISO-8859-1 -> UTF-8 (/usr/local/rt3/lib/RT/I18N.pm:208) Are you seeing multiple tickets per second created? The string "%CHARSET" reminds me of malfunctioning spamware: $ grep %CHARSET mail/caughtspam Content-Type: text/plain; charset=%CHARSET Content-Type: text/html; charset=%CHARSET ... so it could be that you have some spammy tickets in your RT instance. -- Niels. -- From rmroland at indiana.edu Tue Aug 31 16:09:53 2004 From: rmroland at indiana.edu (Roland, Ryan M) Date: Tue, 31 Aug 2004 15:09:53 -0500 Subject: [rt-users] Setting up Postfix/mailgate on Gentoo Message-ID: I am using RT 3.2.0 on Gentoo Linux. I have been trying to setup Postfix (MTA) to accept email which creates tickets in RT. In /etc/mail/aliases, when I have it_test: it_test where it_test is a local system user (not an RT user though), it accepts mail sent to it_test at ... However, when I then put the mailgate info in: it_test: "|/[...]/bin/rt-mailgate --queue ITTest -action correspond --url http://[hostname omitted]/" Where ITTest is an existing queue, I get an Undeliverable with this error: < [hostname omitted] #5.0.0 X-Postfix; Command died with status 1: " /[...]/bin/rt-mailgate --queue ITTest --action correspond --url http://[hostname omitted]/"> According to the rt-mailgate perldoc, "However, you will need first of all to create an RT user for the mail gateway and assign it a password; this helps to ensure that mail coming into the web server did originate from the gateway." Since it doesn't say whether I need to use a particular username or set any special permissions, (or where I would tell the mailgate which username to use) I have created a user 'rt-mailgate' and a user 'it_test' (same name as the user receiving the mail). Neither of these worked. So what am I missing? Is there a particular format required of those emails that I haven't found in the documentation? Is there special permissions that one of the users need to some area of the RT arch or special configuration on the ITTest queue itself? Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University -------------- next part -------------- An HTML attachment was scrubbed... URL: From rsm at apama.com Mon Aug 23 13:00:18 2004 From: rsm at apama.com (Scott Mitchell) Date: Mon, 23 Aug 2004 17:00:18 -0000 Subject: [rt-users] Trouble creating new Templates Message-ID: <7CD4BE0203A91845A17CE0E8BD9A1289D75E06@ukcamms002.msapama.apama.com> Hi all, When I (or one of my users) selects Configuration -> Queues -> [SomeQueue] -> Templates -> New Template we get the attached error log, and no new template. The complaint about 'no connection to syslog' is worrying, since this RT installation is quite happily logging to syslog under other circumstances, but it looks like the real error might be this: "Trying to check RT::Queue rights for an unspecified RT::Queue at /usr/local/rt3/lib/RT/Principal_Overlay.pm line 354" The users in question all have admin rights on the queue - any other queue admin activities seem to work just fine. Unfortunately I'm not a Perl hacker nor too familiar with the internals of RT or I'd dig into this further myself. Happy to try any patches/workarounds that anyone can come up with though. This is on RT 3.0.11 / Perl 5.8.5 / MySQL 4.0.20 / Apache 1.3.31 / FreeBSD 4.8p20. Cheers, Scott -- Dr. Scott Mitchell, Apama (UK) Ltd, Cambridge, United Kingdom mailto:scott.mitchell at apama.com http://www.apama.com/ Voice: +44 1223 866265 Fax: +44 1223 866222 GSM: +44 7748 767117 -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: error.txt URL: From philippe.dhont at searo.be Tue Aug 31 03:51:09 2004 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Tue, 31 Aug 2004 07:51:09 -0000 Subject: [rt-users] Configuration errors Message-ID: <8D23126C627DA047BB1114A42C6C14526B1B4B@server1.searo.local> Hello, I have some troubles with the configuration. I installed apache, mysql, mod_perl and perl. Installation of all this went fine! When i start apache i get this in my log: [Tue Aug 31 09:45:43 2004] [notice] Apache/2.0.50 (Unix) mod_perl/1.99_16 Perl/v5.8.5 PHP/4.3.6 configured -- resuming normal operations So this means that apache is working fine & configured with perl but there still is a problem with the perl modules. When i enable a module like PerlModule Apache::DBI Then i get in my apache log: [Tue Aug 31 09:47:59 2004] [error] Can't locate Apache/DBI.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.5/i686-linux /usr/local/lib/perl5/5.8.5 make make make . /usr/local/apache2/ /usr/local/apache2/lib/perl) at (eval 2) line 3.\n [Tue Aug 31 09:47:59 2004] [error] Can't load Perl module Apache::DBI for server 10.51.10.30:0, exiting.. The file dbi.pm is on my harddisk in these dirs: /usr/local/share/perl/5.8.3/Apache/DBI.pm /usr/local/share/perl/5.8.3/Apache/Session/Store/DBI.pm /usr/local/lib/perl/5.8.3/DBI.pm /usr/local/lib/perl/5.8.3/Bundle/DBI.pm /root/.cpan/build/DBI-1.43/lib/Bundle/DBI.pm /root/.cpan/build/DBI-1.43/DBI.pm /root/.cpan/build/DBI-1.43/blib/lib/DBI.pm /root/.cpan/build/DBI-1.43/blib/lib/Bundle/DBI.pm /root/.cpan/build/Apache-DBI-0.94/DBI.pm /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm /root/.cpan/build/Apache-Session-1.6/Session/Store/DBI.pm /root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DBI.p m How can i correct this so that apache knows where to find the files ? And i also see "...for server 10.51.10.30:0" but that "0" is not correct, where do i have to change that ? Grtz and thnx for helping! Phil.