From ppaadd at rediffmail.com Wed Dec 1 00:06:42 2004 From: ppaadd at rediffmail.com (Padmanaban L) Date: 1 Dec 2004 05:06:42 -0000 Subject: [rt-users] customize Active and Inactive Status Message-ID: <20041201050642.22107.qmail@webmail31.rediffmail.com> Hello, I would like to customize active and inactive status depending on user login i would like to define @active and @inactive status . this is just limiting users from changing the status that he is not suppose to . can any one in the list please show me right direction . i tried hardcoding in Queue_local.pm but no success. any help is appreaciated greately. thank is advance -padmanaban On Tue, 30 Nov 2004 Jesse Vincent wrote : > > > >On Tue, Nov 30, 2004 at 01:58:10PM +0100, Axel Berking wrote: > > Hello, > > > > i'm running rt 3.2.2. on Debian sarge with Apache 3.3.31. > > > > i have got a display problem with the german umlauts at the ticket history. > > >What version of perl do you have installed? How were the umlauts >entered? By web or by mail? > >If they came in by mail and you're running perl 5.8.3 or newer, could >you submit a bug report to rt-bugs at rt3.fsck.com (containing an example) >and see if it happens on our server? > >Jesse > >_______________________________________________ >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 tim at ccc.de Wed Dec 1 05:26:33 2004 From: tim at ccc.de (Tim Pritlove) Date: Wed, 1 Dec 2004 11:26:33 +0100 Subject: [rt-users] Obscure behaviour Message-ID: <78CBA7CE-4383-11D9-8A6E-000A957A10DE@ccc.de> Hi, our RT 3.0.11 system runs fine mostly. But I have a special case with a single browser on a single computer which is OmniWeb 5.1b4 (same behaviour with 5.1b3) on Mac OS X Server. When I connect to the RT, I get the error stated below. When I use Firefox on the same machine, there is no error. When I use the same version of OmniWeb on my laptop with Mac OS X there is no problem. Also all other browsers work fine. Any idea where this might point to? Greetings Tim ------------------------------------------------------------- System error error:? RT Couldn't write to session directory '/usr/local/rt3/var/session_data': Out of memory during "large" request for 1073745920 bytes, total sbrk() is 22687744 bytes at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al) line 363. Stack: [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al):363] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm:27] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:497] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:407] [/usr/local/rt3/share/html/Elements/SetupSessionCookie:42] [/usr/local/rt3/share/html/autohandler:57], at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm line 27 Stack: [/usr/local/lib/perl5/5.8.5/Carp.pm:201] [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71] [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al):364] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm:27] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:497] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:407] [/usr/local/rt3/share/html/Elements/SetupSessionCookie:42] [/usr/local/rt3/share/html/autohandler:57] . Check that this dir ectory's permissions are correct. at /usr/local/rt3/share/html/Elements/SetupSessionCookie line 67. context:? ...? 63:? }; 64:? undef $cookies{$cookiename}; 65:? } 66:? else { 67:? die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 68:? } 69:? } 70:? 71:? if ( !$cookies{$cookiename} ) { ...? code stack:? /usr/local/rt3/share/html/Elements/SetupSessionCookie:67 /usr/local/rt3/share/html/autohandler:57 raw error RT Couldn't write to session directory '/usr/local/rt3/var/session_data': Out of memory during "large" request for 1073745920 bytes, total sbrk() is 22687744 bytes at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al) line 363. Stack: [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al):363] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm:27] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:497] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:407] [/usr/local/rt3/share/html/Elements/SetupSessionCookie:42] [/usr/local/rt3/share/html/autohandler:57], at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm line 27 Stack: [/usr/local/lib/perl5/5.8.5/Carp.pm:201] [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71] [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al):364] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm:27] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:497] [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:407] [/usr/local/rt3/share/html/Elements/SetupSessionCookie:42] [/usr/local/rt3/share/html/autohandler:57] . Check that this dir ectory's permissions are correct. at /usr/local/rt3/share/html/Elements/SetupSessionCookie line 67. Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('RT Couldn\'t write to session directory \'/usr/local/rt3/var/session_data\': Out of memory during "large" request for 1073745920 bytes, total sbrk() is 22687744 bytes at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al) line 363.^J^JStack:^J [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al):363]^J [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm:27]^J [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:497]^J [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:407]^J [/usr/local/rt3/share/html/Elements/SetupSessionCookie:42]^J [/usr/local/rt3/share/html/autohandler:57], at /usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm line 27^J^JStack:^J [/usr/local/lib/perl5/5.8.5/Carp.pm:201]^J [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71]^J [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/thaw.al):364]^J [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/ Storable.pm:27]^J [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:497]^J [/usr/local/lib/perl5/site_perl/5.8.5/Apache/Session.pm:407]^J [/usr/local/rt3/share/html/Elements/SetupSessionCookie:42]^J [/usr/local/rt3/share/html/autohandler:57]^J. Check that this dir ectory\'s permissions are correct. at /usr/local/rt3/share/html/Elements/SetupSessionCookie line 67.^J') called at /usr/local/rt3/share/html/Elements/SetupSessionCookie line 67 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(0xc707f40)') 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 /usr/local/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(0xc705044)') 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(0xcc41850)') 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(0xcc41850)') 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(0xc562d9c)', 'Apache::RequestRec=SCALAR(0xcd741a0)') called at /usr/local/rt3/bin/webmux.pl line 138 eval {...} at /usr/local/rt3/bin/webmux.pl line 138 RT::Mason::handler('Apache::RequestRec=SCALAR(0xcd741a0)') called at -e line 0 eval {...} at -e line 0 ------------------------------------------------------------------------ ---------------------------- ---- Tim Pritlove, Discordian Evangelist, tim at ccc.de From alexmv at bestpractical.com Wed Dec 1 06:19:22 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 01 Dec 2004 06:19:22 -0500 Subject: [rt-users] Obscure behaviour In-Reply-To: <78CBA7CE-4383-11D9-8A6E-000A957A10DE@ccc.de> References: <78CBA7CE-4383-11D9-8A6E-000A957A10DE@ccc.de> Message-ID: <1101899962.16125.87.camel@zoq-fot-pik.mit.edu> On Wed, 2004-12-01 at 11:26 +0100, Tim Pritlove wrote: > [snip] Any idea where this might point to? Based on the fact that it only happens for once instance of a browser, and the following snippets: > Out of memory during "large" request > [...] > code stack: vvvvvv > /usr/local/rt3/share/html/Elements/SetupSessionCookie:67 ^^^^^^ ..I'd guess that the browser is sending some funky cookies. Try clearing the cookies on the browser in question, or watching the browser's traffic to see what cookies it's actually sending to the server. - Alex -- Networking -- only one letter away from not working From CarlR at pginw.com Wed Dec 1 08:18:07 2004 From: CarlR at pginw.com (Carl, Roger) Date: Wed, 1 Dec 2004 08:18:07 -0500 Subject: [rt-users] order of custom fields Message-ID: I am confused about the order custom fields are displayed. We have three global fields A, B, C. Queue Z has one custom field D. On all displays of tickets in Z I see the custom fields as A, D, B, C. I would have expected either A, B, C, D or D, A, B, C. Roger ------------ PGI Internet E-mail Confidentiality ------------ Please note: This message may contain information which is privileged and confidential. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you believe you have received this message in error, please forward to Postmaster at pginw.com. ------------ Confidencialidad de Correo Electronico de PGI ------------ Nota: Este mensaje puede contener informacion privilegiada y confidencial. Si usted no es el destinatario, esta notificado que cualquier diseminacion, distribucion o copia de esta comunicacion esta estrictamente prohibida. Si usted cree que ha recibido este mensaje por error, por favor reenvielo a Postmaster at pginw.com. (Informacion intencionalmente sin acentos) -------------- next part -------------- An HTML attachment was scrubbed... URL: From dhutty at ece.cmu.edu Wed Dec 1 08:38:44 2004 From: dhutty at ece.cmu.edu (Duncan Hutty) Date: Wed, 1 Dec 2004 08:38:44 -0500 Subject: [rt-users] obtaining Wiki unfilltered Message-ID: <200412010838.44447.dhutty@ece.cmu.edu> I notice "External link blocked due to spammers" scattered frequently over parts of the Wiki, particularly where I useful additional information. Is there a way for me to find what these links are? Thanks. -- Duncan Hutty Department of Electrical and Computer Engineering Carnegie Mellon University From MarkRoedel at letu.edu Wed Dec 1 09:22:08 2004 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 1 Dec 2004 08:22:08 -0600 Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 Message-ID: RTFM 2.0.4 is working quite nicely with RT 3.2.2 here. On our system, the library that's referenced in your error message appears at /lib/RT/FM.pm...does it exist at that location on your system? Are permissions on it set appropriately? -- Mark Roedel Web Programmer / Analyst LeTourneau University _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Caleb Sent: Tuesday, November 30, 2004 11:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 I have recently done a fresh install of Debian in order to upgrade our system to RT 3.2. I had no problem with the apt-get install of RT but I seem to be having some problems with the database. I did have a backup of our 3.0.11 database and when restored that RT worked fine. My question is this though, does RTFM 2.0.4 work with RT 3.2? And if so could someone point me in the right direction. I was able to get RTFM installed but after I log into RT I get the following error: Error during compilation of /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default: Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/share/request-tracker3.2/lib /usr/share/request-tracker3.2/lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default line 20. Stack: [/usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default:2 0] [RT/FM.pm:20] [/usr/share/perl5/HTML/Mason/Interp.pm:534] [/usr/share/perl5/HTML/Mason/Interp.pm:311] [/usr/share/perl5/HTML/Mason/Request.pm:892] [/usr/share/perl5/HTML/Mason/Request.pm:996] [/usr/share/request-tracker3.2/html/Elements/Callback:81] [/usr/share/request-tracker3.2/html/autohandler:212] BEGIN failed--compilation aborted at /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default line 20. Stack: [/usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default:2 0] [/usr/share/perl5/HTML/Mason/Interp.pm:534] [/usr/share/perl5/HTML/Mason/Interp.pm:311] [/usr/share/perl5/HTML/Mason/Request.pm:892] [/usr/share/perl5/HTML/Mason/Request.pm:996] [/usr/share/request-tracker3.2/html/Elements/Callback:81] [/usr/share/request-tracker3.2/html/autohandler:212] Any help would be appreciated. Caleb Peters ---------------------------------------------- Technical Support Earnware Corporation ---------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From aharrison at gmail.com Wed Dec 1 10:11:21 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 1 Dec 2004 10:11:21 -0500 Subject: [rt-users] Custom Fields and CreateTicket (only) rights... Message-ID: I have a form that I created for people to submit tickets, however I don't want to turn on the SeeQueue right. The catch is that I have this form showing the custom fields so they can be submitted right from that form when the ticket is created. The catch is that I can't ->Load the queue without the SeeQueue rights present. my $QueueObj = new RT::Queue($session{'CurrentUser'}); $QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded.")); my $CFs = $QueueObj->CustomFields(); Any idea how I can get around this? -- Andy Harrison ----------- FreeBSD-4.10 postgresql-7.4.5 apache+mod_ssl-1.3.31+2.8.19 perl-5.8.5 rt-3.2.2 From aharrison at gmail.com Wed Dec 1 10:12:43 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 1 Dec 2004 10:12:43 -0500 Subject: [rt-users] RT Cli Tool - Custom Fields? (repost) In-Reply-To: References: Message-ID: In 3.2.2, Is there a way to get the bin/rt cli tool to show custom field information? -- Andy Harrison From mksmith at noanet.net Wed Dec 1 10:20:24 2004 From: mksmith at noanet.net (Michael Smith) Date: Wed, 1 Dec 2004 07:20:24 -0800 Subject: [rt-users] Wither Mysql 4.1.7? Message-ID: <6B628149FCE1B543A3AB351A29DC7D8E3A922F@basilisk.noanet.lan> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 It seems to work fine with a fresh install, but it doesn't like bringing in a database that was created in a previous version of MySQL. This appears to be an issue with the new password hashing mechanism in 4.1. See: http://dev.mysql.com/doc/mysql/en/Old_client.html Mike > -----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, November 30, 2004 2:55 PM > To: Jon Forrest > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Wither Mysql 4.1.7? > > > > On Sun, Nov 21, 2004 at 08:44:45PM -0800, Jon Forrest wrote: > > The Wiki says that mysql 4.1.7 does not work with rt 3.2.2 > > but doesn't say how or why. > > I don't know a thing about it. Want to try it and see what sorts of > issues you have? > > > I wonder if someone could comment on this, especially now > > that mysql 4.1.7 is the production version, according to > > mysql AB. > > > > Cordially, > > Jon Forrest > > _______________________________________________ > > 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 -----BEGIN PGP SIGNATURE----- Version: PGP 8.1 iQA/AwUBQa3hOJzgx7Y34AxGEQI6swCeJD1LL2CenV9BpjCHG0Cu/zEnb5YAn139 oHiZstlNmvjmDu25mEzJVCvW =mAFd -----END PGP SIGNATURE----- From Ruslan.Zakirov at acronis.com Wed Dec 1 10:30:48 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 01 Dec 2004 18:30:48 +0300 Subject: [rt-users] Re: [Rt-devel] Custom Fields and CreateTicket (only) rights... In-Reply-To: References: Message-ID: <41ADE3A8.9000208@acronis.com> Andy Harrison wrote: > I have a form that I created for people to submit tickets, however I > don't want to turn on the SeeQueue right. The catch is that I have > this form showing the custom fields so they can be submitted right > from that form when the ticket is created. > > The catch is that I can't ->Load the queue without the SeeQueue rights present. > > my $QueueObj = new RT::Queue($session{'CurrentUser'}); > $QueueObj->Load($Queue) || Abort(loc("Queue could not be loaded.")); > my $CFs = $QueueObj->CustomFields(); > > Any idea how I can get around this? > Create Queue object in context of $RT::SystemUser, but check 'CreateTicket' right of the current user. $user_obj->HasRight(Right => 'CreateTicket', Object => $queue_obj); See also: http://wiki.bestpractical.com/index.cgi?GlobalObjects Best regards. Ruslan. From murphy at genome.chop.edu Wed Dec 1 10:49:27 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Wed, 01 Dec 2004 10:49:27 -0500 Subject: [rt-users] "Show Results" after a queue view results in empty page? Message-ID: <41ADE807.6060402@genome.chop.edu> I'm using RT 3.2.2 on OS X 10.2 with PG 7.4.3 (soon to be 7.4.6). If a user clicks on a queue quick-search link on the main page, then, say, resolves a ticket, I would naively expect that clicking on "Show Results" would show the queue quick-search results again. Instead, what is happening is that the correct number of tickets in the search results is announced at the top of the page, but the ticket summary list is empty; i.e., no tickets are displayed. Important prerequisite to seeing this behavior: no Query Builder query was done beforehand in this session. I could swear that in earlier versions of RT 3.X, the equivalent action worked as I expected. Another related aspect of the "Show Results" functionality: if I do a Query Builder query, then a queue quick-search, then look at a ticket in the quick-search results, then click "Show Results", the previous Query Builder query results are shown, when I think it would be more natural to show the queue quick-search results. Kevin Murphy P.S. A possibly nice feature would be to expand upon "Show Results" and have a list of links to recent queries. Quick-search queries would be named automatically by queue. Query Builder queries would have some default name (ordinal, or truncated sql) which could be overridden by the user on the Query Builder page when creating the query. I also think two additional quick-search links should be put on the front page: "All tickets I own" beneath and on the right side of the "10 highest priority tickets I own", and a similar "All unowned tickets" below the unowned tickets section. From jesse at bestpractical.com Wed Dec 1 11:16:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 1 Dec 2004 11:16:22 -0500 Subject: [rt-users] obtaining Wiki unfilltered In-Reply-To: <200412010838.44447.dhutty@ece.cmu.edu> References: <200412010838.44447.dhutty@ece.cmu.edu> Message-ID: <20041201161621.GO11850@pallas.eruditorum.org> On Wed, Dec 01, 2004 at 08:38:44AM -0500, Duncan Hutty wrote: > I notice "External link blocked due to spammers" scattered frequently over > parts of the Wiki, particularly where I useful additional information. Is > there a way for me to find what these links are? > Thanks. Click on "edit". Add a "!" before an external link and it'll be rendered verbatim so others can see it. -j > -- > Duncan Hutty > Department of Electrical and Computer Engineering > Carnegie Mellon University > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From Gary.Holmes at SurfControl.com Wed Dec 1 11:33:09 2004 From: Gary.Holmes at SurfControl.com (Gary Holmes) Date: Wed, 1 Dec 2004 16:33:09 -0000 Subject: [rt-users] dumpfile-to-rt-3.0 1.23 Message-ID: Hi, Nope that's not it. A) I can't find any mention of 'ActivateScrips' in our 2.x db B) the dump imports into 3.0.12 just fine... Gary > -----Original Message----- > From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] > Sent: 27 November 2004 08:58 > To: Gary Holmes > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] dumpfile-to-rt-3.0 1.23 > > Transaction have no field 'ActivateScrips'. I think you've > added it in 2.0.x. IMHO you should delete it in 2.0 DB and > export data again. > > Gary Holmes wrote: > > Hi. We're long time rt 2.0.13 users. I've built an instance > of 3.3.9 > > on Fedora Core 3. I dumped the contents of our 2.X database > using the > > 1.23 version of the rt-2.0-to-dumpfile tool. When I try to > import this > > into the new system I get through all the users, groups, > etc, but on > > the first ticket I get: > > > > > gggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrfffqqqqqqqqqqqqqqqqqqqqqqqqqqqqIm > > portin g tickets...t-1 Couldn't create trans 1 > > $VAR1 = { > > 'Type' => 'Create', > > 'Ticket' => '1', > > 'Created' => '2002-04-11 12:32:06', > > 'id' => 1, > > 'Creator' => '554', > > 'ActivateScrips' => '0' > > }; > > > > We're on mysql 4.0.22 using InnoDB, perl 5.8.5, all dependencies OK. > > > > Any ideas? I couldn't find anything on the wiki. > > > > Thanks, > > Gary > > > > Get the latest news on SurfControl and our products, > subscribe to our > > monthly e-newsletter, SurfAdvisory at: > > > http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup. > > aspx > > > > > ********************************************************************* > > The information in this email is confidential and may be legally > > privileged. It is intended solely for the addressee. Access to this > > email by anyone else is unauthorized. If you are not the intended > > recipient, any disclosure, copying, distribution or any > action taken > > or omitted to be taken in reliance on it, is prohibited and may be > > unlawful. If you believe that you have received this email > in error, > > please contact the sender. > > > ********************************************************************* > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From caleb at earnware.com Wed Dec 1 11:42:15 2004 From: caleb at earnware.com (Caleb) Date: Wed, 1 Dec 2004 08:42:15 -0800 Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 Message-ID: <215180-220041231164215238@earnware.com> Well it seems that none of those files were found in the correct spot. I seem to be having some trouble with the way the Debian package installs and getting all the right files for RTFM to go to the right places. Does anyone have any suggestions. I did a clean install of Debain again and I currently have RT 3.2 running successfully, but I just can't get RTFM to install. Or could someone just point me to the correct place to find some Debian install documentation? I have the .pdf file but that's very generic and not very helpful. I know there has to be someone out there who has used the "apt-get install" procedure to get RT 3.2 running and RTFM. Thanks in advance for all your help, you guys are great. ----- Original Message ----- From: "Roedel, Mark" To: "Caleb" , rt-users at lists.bestpractical.com CC: Date: 12/1/2004 6:22:08 AM Subject: RE: [rt-users] Request Traker 3.2 and RTFM 2.0.4 RTFM 2.0.4 is working quite nicely with RT 3.2.2 here. On our system, the library that's referenced in your error message appears at /lib/RT/FM.pm...does it exist at that location on your system? Are permissions on it set appropriately? -- Mark Roedel Web Programmer / Analyst LeTourneau University From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Caleb Sent: Tuesday, November 30, 2004 11:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 I have recently done a fresh install of Debian in order to upgrade our system to RT 3.2. I had no problem with the apt-get install of RT but I seem to be having some problems with the database. I did have a backup of our 3.0.11 database and when restored that RT worked fine. My question is this though, does RTFM 2.0.4 work with RT 3.2? And if so could someone point me in the right direction. I was able to get RTFM installed but after I log into RT I get the following error: Error during compilation of /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default: Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/share/request-tracker3.2/lib /usr/share/request-tracker3.2/lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache/ /etc/apache/lib/perl) at /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default line 20. Stack: [/usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default:20] [RT/FM.pm:20] [/usr/share/perl5/HTML/Mason/Interp.pm:534] [/usr/share/perl5/HTML/Mason/Interp.pm:311] [/usr/share/perl5/HTML/Mason/Request.pm:892] [/usr/share/perl5/HTML/Mason/Request.pm:996] [/usr/share/request-tracker3.2/html/Elements/Callback:81] [/usr/share/request-tracker3.2/html/autohandler:212] BEGIN failed--compilation aborted at /usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default line 20. Stack: [/usr/share/request-tracker3.2/html/Callbacks/RTFM/autohandler/Default:20] [/usr/share/perl5/HTML/Mason/Interp.pm:534] [/usr/share/perl5/HTML/Mason/Interp.pm:311] [/usr/share/perl5/HTML/Mason/Request.pm:892] [/usr/share/perl5/HTML/Mason/Request.pm:996] [/usr/share/request-tracker3.2/html/Elements/Callback:81] [/usr/share/request-tracker3.2/html/autohandler:212] Any help would be appreciated. Caleb Peters ---------------------------------------------- Technical Support Earnware Corporation ---------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From greisby at zenon-media.com Wed Dec 1 12:12:26 2004 From: greisby at zenon-media.com (Christophe Greisberger) Date: Wed, 1 Dec 2004 18:12:26 +0100 Subject: [rt-users] RT & apache2 Message-ID: <200412011812.26885.greisby@zenon-media.com> Hi, I'm using a RT 2.0.13 on an old SuSE 7.0 server. I want to move it to a Gentoo linux with an apache2 web server. But as far as I read, RT only works on apache 1.3.x (mod_perl problem if I remember). Is there any plan to make it run on apache2? Thanks :-) -- Christophe Greisberger Zenon-Media GmbH Phone: +49 (7852) 9133 / 34 Fax : +49 (7852) 9133 / 35 From scottn at s2s.ltd.uk Wed Dec 1 12:29:03 2004 From: scottn at s2s.ltd.uk (Scott Nursten) Date: Wed, 01 Dec 2004 17:29:03 +0000 Subject: [rt-users] RT & apache2 In-Reply-To: <200412011812.26885.greisby@zenon-media.com> Message-ID: No, it works fine. Been running it on Apache 2 for months. Just mod_perl isn't as stable as it should be on Apache2. Regards, Scott On 1/12/04 5:12 pm, "Christophe Greisberger" wrote: > Hi, > > I'm using a RT 2.0.13 on an old SuSE 7.0 server. > I want to move it to a Gentoo linux with an apache2 web server. > But as far as I read, RT only works on apache 1.3.x (mod_perl problem if I > remember). > Is there any plan to make it run on apache2? > > Thanks :-) > > -- > Christophe Greisberger > Zenon-Media GmbH > Phone: +49 (7852) 9133 / 34 > Fax : +49 (7852) 9133 / 35 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com Scott Nursten S2S Consultants http://www.s2s.ltd.uk scottn at s2s.ltd.uk T: 0870 350 4525 F: 0870 350 4526 From greisby at zenon-media.com Wed Dec 1 13:08:55 2004 From: greisby at zenon-media.com (Christophe Greisberger) Date: Wed, 1 Dec 2004 19:08:55 +0100 Subject: [rt-users] RT & apache2 In-Reply-To: References: Message-ID: <200412011908.56385.greisby@zenon-media.com> On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: > No, it works fine. Been running it on Apache 2 for months. Just mod_perl > isn't as stable as it should be on Apache2. Aw. How unstable is it? Do you have to restart apache2? It's what I have to do on my current server once a week... :-/ Well, if it works on apache2, then the problem comes from Gentoo. I'll check on their forums. Thanks! -- Christophe Greisberger Zenon-Media GmbH Phone: +49 (7852) 9133 / 34 Fax : +49 (7852) 9133 / 35 From scottn at s2s.ltd.uk Wed Dec 1 13:14:45 2004 From: scottn at s2s.ltd.uk (Scott Nursten) Date: Wed, 01 Dec 2004 18:14:45 +0000 Subject: [rt-users] RT & apache2 In-Reply-To: <200412011908.56385.greisby@zenon-media.com> Message-ID: Personally, I don't see why they say it's unstable... My RT Apache2 was last restarted on November 13th and doesn't generally need restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - Oct 22, 2004). It is running on one helluva box tho' :) Regards, Scott On 1/12/04 6:08 pm, "Christophe Greisberger" wrote: > On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > Aw. How unstable is it? > Do you have to restart apache2? > It's what I have to do on my current server once a week... :-/ > > Well, if it works on apache2, then the problem comes from Gentoo. > I'll check on their forums. > Thanks! Scott Nursten S2S Consultants http://www.s2s.ltd.uk scottn at s2s.ltd.uk T: 0870 350 4525 F: 0870 350 4526 From David.Harrison at sensorynetworks.com Wed Dec 1 17:28:38 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Thu, 2 Dec 2004 09:28:38 +1100 Subject: [rt-users] Logins and Email addresses Message-ID: <20041201222838.GA25956@sensorynetworks.com> Hi all, I now have RT and LDAP working (my previous post about LDAP auth I resolved by wading through the code and finding that an account has to already exist before LDAP auth will work). However what I am finding is that people use their LDAP logins to use the web page, but when they reply to a request via email RT adds them another account under the name of their email address. So people are ending up with two User records in the database. Is this a problem ? Should I resolve it, or leave it ? cheers Dave From Gary.Holmes at SurfControl.com Wed Dec 1 17:27:42 2004 From: Gary.Holmes at SurfControl.com (Gary Holmes) Date: Wed, 1 Dec 2004 22:27:42 -0000 Subject: [rt-users] dumpfile-to-rt-3.0 1.23 Message-ID: All, Work around seems to be as follows: - Install all dependancies for 3.3.x (I used 3.3.11) - Install and configure 3.0.9 - make initialize-database in 3.0.9 - run the dumpfile-to-rt3 with 3.0.9 installed - Replace 3.0.9 with 3.3.x and configure as needed. - run the upgrades that come with 3.3.x as per "make upgrade" All works. Gary > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Gary Holmes > Sent: 01 December 2004 16:33 > To: Ruslan U. Zakirov > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] dumpfile-to-rt-3.0 1.23 > > Hi, > > Nope that's not it. > > A) I can't find any mention of 'ActivateScrips' in our 2.x db > > B) the dump imports into 3.0.12 just fine... > > Gary > > > -----Original Message----- > > From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] > > Sent: 27 November 2004 08:58 > > To: Gary Holmes > > Cc: rt-users at lists.fsck.com > > Subject: Re: [rt-users] dumpfile-to-rt-3.0 1.23 > > > > Transaction have no field 'ActivateScrips'. I think you've > added it in > > 2.0.x. IMHO you should delete it in 2.0 DB and export data again. > > > > Gary Holmes wrote: > > > Hi. We're long time rt 2.0.13 users. I've built an instance > > of 3.3.9 > > > on Fedora Core 3. I dumped the contents of our 2.X database > > using the > > > 1.23 version of the rt-2.0-to-dumpfile tool. When I try to > > import this > > > into the new system I get through all the users, groups, > > etc, but on > > > the first ticket I get: > > > > > > > > > gggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrfffqqqqqqqqqqqqqqqqqqqqqqqqqqqqIm > > > portin g tickets...t-1 Couldn't create trans 1 > > > $VAR1 = { > > > 'Type' => 'Create', > > > 'Ticket' => '1', > > > 'Created' => '2002-04-11 12:32:06', > > > 'id' => 1, > > > 'Creator' => '554', > > > 'ActivateScrips' => '0' > > > }; > > > > > > We're on mysql 4.0.22 using InnoDB, perl 5.8.5, all > dependencies OK. > > > > > > Any ideas? I couldn't find anything on the wiki. > > > > > > Thanks, > > > Gary > > > > > > Get the latest news on SurfControl and our products, > > subscribe to our > > > monthly e-newsletter, SurfAdvisory at: > > > > > > http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup. > > > aspx > > > > > > > > > ********************************************************************* > > > The information in this email is confidential and may be legally > > > privileged. It is intended solely for the addressee. > Access to this > > > email by anyone else is unauthorized. If you are not the intended > > > recipient, any disclosure, copying, distribution or any > > action taken > > > or omitted to be taken in reliance on it, is prohibited > and may be > > > unlawful. If you believe that you have received this email > > in error, > > > please contact the sender. > > > > > > ********************************************************************* > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > Get the latest news on SurfControl and our products, > subscribe to our monthly e-newsletter, SurfAdvisory at: > http://www.surfcontrol.com/resources/surfadvisory/surfadvisory > _signup.aspx > > ********************************************************************* > The information in this email is confidential and may be > legally privileged. It is intended solely for the addressee. > Access to this email by anyone else is unauthorized. If you > are not the intended recipient, any disclosure, copying, > distribution or any action taken or omitted to be taken in > reliance on it, is prohibited and may be unlawful. If you > believe that you have received this email in error, please > contact the sender. > ********************************************************************* > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From rt at chaka.net Wed Dec 1 16:51:12 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 1 Dec 2004 16:51:12 -0500 Subject: [rt-users] Logins and Email addresses In-Reply-To: <20041201222838.GA25956@sensorynetworks.com> References: <20041201222838.GA25956@sensorynetworks.com> Message-ID: <20041201215112.GA11055@chaka.net> You need to put their e-mail address in the first account. Then the second account won't get created. RT doesn't allow 2 users to have the same e-mail address. -Todd On Thu, Dec 02, 2004 at 09:28:38AM +1100, Dave Harrison wrote: > Hi all, > > I now have RT and LDAP working (my previous post about LDAP auth I > resolved by wading through the code and finding that an account has to > already exist before LDAP auth will work). > > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. > > Is this a problem ? Should I resolve it, or leave it ? > > cheers > Dave > _______________________________________________ > 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-lists-fsck-com at jal.org Wed Dec 1 17:20:33 2004 From: rtusers-lists-fsck-com at jal.org (Jamie Lawrence) Date: Wed, 1 Dec 2004 17:20:33 -0500 Subject: [rt-users] MIME::Decoder::QuotedPrint woes Message-ID: <20041201222033.GB5897@clueinc.net> I know I saw posts about this go by recently, but I didn't save them, and I can't find anything about it in the archives via the search mechanism. An RT 3.2.1 instance I manage recently started choking on messages sent from Outlook. I am can't tell one way or another, but it is possible that MIME::Decoder::QuotedPrint was recently upgraded (since the last restart of the Apache instance running RT). The version being used is $VERSION = "5.415"; A rejected message log entry contains this (HTML stripped for sanity): ----cut here---- temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: System error error:Can't locate object method init via package MIME::Decoder::QuotedPrint at /usr/share/perl5/MIME/Decoder.pm line 173. context: ... 169: ### Get the class: 170: ($concrete_name = $DecoderFor{$encoding}) or ----cut here---- And then is truncated. I should have followed the discussion more closely before. Does anyone know what this is? Should I downgrade that module? To what version? Thanks. -j -- Jamie Lawrence jal at jal.org From David.Harrison at sensorynetworks.com Wed Dec 1 18:23:52 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Thu, 2 Dec 2004 10:23:52 +1100 Subject: [rt-users] Logins and Email addresses In-Reply-To: <41AE4D05.2040201@xena.ipaustralia.gov.au> References: <20041201222838.GA25956@sensorynetworks.com> <41AE4D05.2040201@xena.ipaustralia.gov.au> Message-ID: <20041201232352.GA32654@sensorynetworks.com> > >However what I am finding is that people use their LDAP logins to use > >the web page, but when they reply to a request via email RT adds them > >another account under the name of their email address. So people are > >ending up with two User records in the database. > > > > I would class this as a real problem. If you are using the LDAP code from; > > http://wiki.bestpractical.com/index.cgi?LdapOverlay > > then it should be creating accounts with the email address extracted > from the LDAP user record. Is that LDAP email address the same as the > one they using to email in? That is the code that I'm using, however because I want RT to be pre-primed for the users I'm knocking together a seeder script to pull the info I need from the LDAP dir and using it to create User table records for each person. I guess what I needed clarified was that if a user has a given email address defined for their account, if RT receives an email from that address it recognises that it is from that user. IE. username:joe email:joe at foo.com If RT receives an email from 'joe at foo.com' it knows it should relate it to the account 'joe', as opposed to creating another user entry for 'joe at foo.com' (in addition to the account 'joe') Is this the case ? From carl at xena.IPAustralia.gov.au Wed Dec 1 18:44:14 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Thu, 02 Dec 2004 10:44:14 +1100 Subject: [rt-users] Logins and Email addresses In-Reply-To: <20041201232352.GA32654@sensorynetworks.com> References: <20041201222838.GA25956@sensorynetworks.com> <41AE4D05.2040201@xena.ipaustralia.gov.au> <20041201232352.GA32654@sensorynetworks.com> Message-ID: <41AE574E.2070106@xena.ipaustralia.gov.au> Dave Harrison wrote: >That is the code that I'm using, however because I want RT to be >pre-primed for the users I'm knocking together a seeder script to pull >the info I need from the LDAP dir and using it to create User table >records for each person. > > Why are you doing that? Are you using the $ParseNewMessageForTicketCcs feature? >I guess what I needed clarified was that if a user has a given email >address defined for their account, if RT receives an email from that >address it recognises that it is from that user. > > Yes. That is exactly what happens here. The only problem I have is that I'm using the "$ParseNewMessageForTicketCcs" feature which doesn't query the LDAP server to map the email address to a userid for email Ccs when a new email address appears. I haven't had time to resolve that one yet. Carl. From David.Harrison at sensorynetworks.com Wed Dec 1 19:12:53 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Thu, 2 Dec 2004 11:12:53 +1100 Subject: [rt-users] Logins and Email addresses In-Reply-To: <41AE574E.2070106@xena.ipaustralia.gov.au> References: <20041201222838.GA25956@sensorynetworks.com> <41AE4D05.2040201@xena.ipaustralia.gov.au> <20041201232352.GA32654@sensorynetworks.com> <41AE574E.2070106@xena.ipaustralia.gov.au> Message-ID: <20041202001253.GA6346@sensorynetworks.com> > >That is the code that I'm using, however because I want RT to be > >pre-primed for the users I'm knocking together a seeder script to pull > >the info I need from the LDAP dir and using it to create User table > >records for each person. > > > > > Why are you doing that? Are you using the $ParseNewMessageForTicketCcs > feature? Because the alternative is to ask people to send an email to RT to activate their accounts, and I can see that getting painful when it doesn't work (or they mess it up). The other thing is that we want to be able to enable specific default priviliges for users without having to add them into groups or give them ACLs by hand. > >I guess what I needed clarified was that if a user has a given email > >address defined for their account, if RT receives an email from that > >address it recognises that it is from that user. > > > > > Yes. That is exactly what happens here. The only problem I have is > that I'm using the "$ParseNewMessageForTicketCcs" feature which doesn't > query the LDAP server to map the email address to a userid for email Ccs > when a new email address appears. I haven't had time to resolve that > one yet. I don't think that's so much of a problem for the moment for us. Probably useful in the long run though. From carl at xena.IPAustralia.gov.au Wed Dec 1 18:00:21 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Thu, 02 Dec 2004 10:00:21 +1100 Subject: [rt-users] Logins and Email addresses In-Reply-To: <20041201222838.GA25956@sensorynetworks.com> References: <20041201222838.GA25956@sensorynetworks.com> Message-ID: <41AE4D05.2040201@xena.ipaustralia.gov.au> Hi Dave, Dave Harrison wrote: >However what I am finding is that people use their LDAP logins to use >the web page, but when they reply to a request via email RT adds them >another account under the name of their email address. So people are >ending up with two User records in the database. > > I would class this as a real problem. If you are using the LDAP code from; http://wiki.bestpractical.com/index.cgi?LdapOverlay then it should be creating accounts with the email address extracted from the LDAP user record. Is that LDAP email address the same as the one they using to email in? Carl. From David.Harrison at sensorynetworks.com Wed Dec 1 19:21:15 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Thu, 2 Dec 2004 11:21:15 +1100 Subject: [rt-users] Logins and Email addresses In-Reply-To: <20041202001253.GA6346@sensorynetworks.com> References: <20041201222838.GA25956@sensorynetworks.com> <41AE4D05.2040201@xena.ipaustralia.gov.au> <20041201232352.GA32654@sensorynetworks.com> <41AE574E.2070106@xena.ipaustralia.gov.au> <20041202001253.GA6346@sensorynetworks.com> Message-ID: <20041202002115.GA15212@sensorynetworks.com> > > >That is the code that I'm using, however because I want RT to be > > >pre-primed for the users I'm knocking together a seeder script to pull > > >the info I need from the LDAP dir and using it to create User table > > >records for each person. > > > > > > > > Why are you doing that? Are you using the $ParseNewMessageForTicketCcs > > feature? > > Because the alternative is to ask people to send an email to RT to > activate their accounts, and I can see that getting painful when it > doesn't work (or they mess it up). The other thing is that we want to > be able to enable specific default priviliges for users without having > to add them into groups or give them ACLs by hand. Actually I just tried it, and even if I send an email to RT before my account exists, no automatic account creation occurs, so I definitely need to seed the account into the db. Once the account is there, the LDAP auth works fine, but if the account doesn't exist it doesn't get created. From caleb at earnware.com Wed Dec 1 19:35:41 2004 From: caleb at earnware.com (Caleb) Date: Wed, 1 Dec 2004 16:35:41 -0800 Subject: [rt-users] RTFM Text Wrapping Message-ID: <182710-22004124203541386@earnware.com> In my RT_SiteConfig.pm I have the following lines for text wrapping tickets that come into my RT: Set($MessageBoxWidth , 72); Set($MessageBoxWrap, "HARD"); What I am wondering is if there is an documentation or if anyone knows how to get RTFM to also text wrap? I've searched through the mailing list archives and can't seem to find anything related to RTFM text wrapping. Any help would be much appreciated. Caleb Peters ---------------------------------------------- Technical Support Earnware Corporation Phone | Fax | VM: 800-800-8273 mail to:support at earnware.com ---------------------------------------------- Perfecting the way you do business... Visit us at: http://www.earnware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From aileen at bestpractical.com Wed Dec 1 19:55:40 2004 From: aileen at bestpractical.com (Aileen Kawabe) Date: Wed, 1 Dec 2004 19:55:40 -0500 (EST) Subject: [rt-users] [Rt-announce] Additional Sessions! - RT 2005 Winter Training Sessions Message-ID: We are pleased to offer two additional sessions: * Sydney, Australia on Monday, March 14, 2005 * Austin, Texas on Monday, April 4, 2005 As the creators of RT, Best Practical Solutions, LLC are the acknowledged leader in RT training. We provide unparalleled instruction in how to get the most out of RT. Best Practical is pleased to offer its training program with an intensive one-day developer and administrator training session taught by the developers who built RT. This comprehensive session will cover: * RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * How to tie RT into your existing authentication infrastructure * Bulding your own tools that talk to the RT backend * Automating common procedures * Customizing RT's workflow to match your own * How to write custom reports based on RT's data This session will be offered in: * Amsterdam, The Netherlands on Monday, January 24, 2005 * Boston, MA on Monday, February 28, 2005 * San Francisco, CA on Monday, March 7, 2005 Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training at bestpractical.com. Register now to reserve your seat! Space is limited. Reservations To reserve a seat, please send mail to training at bestpractical.com. Please specify which session you are interested in and include the names and email addresses of all attendees and the billing address. We need to receive a check, wire transfer, or purchase order two weeks prior to the class or your seat will be released. Payment Policy The cost of the class includes materials. Payment or purchase order must be received two weeks prior to the date of the class. $995 USD for classes in the U.S. 800 EUR for the class in Amsterdam. $1250 AUD for the class in Sydney. Upon receipt of your reservation we will email you an invoice. Hardcopies of your invoices will be given to you at the training session. If your company requires a hardcopy prior to that, please provide us with the contact and address and we will mail it. Cancellation Policy Two weeks prior to the start date of the class - $250 USD / 200 EUR / $300 AUD is non-refundable. 72 hours prior to the start time of the class - entire fee is non-refundable. _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From mnagel at willingminds.com Wed Dec 1 20:16:21 2004 From: mnagel at willingminds.com (Mark D. Nagel) Date: Wed, 01 Dec 2004 17:16:21 -0800 Subject: [rt-users] debian & multiple RT - sanity check Message-ID: <41AE6CE5.6030106@willingminds.com> I've reviewed the archives and found a few threads discussing ways to have multiple RT instances using the Debian request-tracker package, but pretty much they all seem to indicate that your second instance must be non-packaged. After looking through everything, it seems to me that I could get away with using the single package if I use FastCGI, create a copy of RT.pm with alternate paths as appropriate and make a copy of webmux.pl referencing this alternate RT.pm as well as a copy of mason_handler.fcgi referencing the webmux.pl copy. Other than the fact that this now requires me to merge in changes in those particular files as I update the main package, does anyone see any particular problems going this route? Another idea I had that definitely needs a sanity check -- could it possibly work to create an RT_Local.pm with some logic that overrides the necessary variables based on the instance of the target server? Would it be reasonable to check $ENV{HTTP_HOST} or $ENV{SERVER_NAME} within RT_Local.pm to dynamically adjust those things that need to be changed for the specific instance? I am assuming again that I'm using FastCGI, so I don't care if that solution isn't portable to mod_perl (which couldn't work anyway). Thanks, Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ From David.Harrison at sensorynetworks.com Wed Dec 1 23:18:51 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Thu, 2 Dec 2004 15:18:51 +1100 Subject: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? Message-ID: <20041202041851.GA15833@sensorynetworks.com> Hi All, This page from the wiki looks like exactly what I wanted, but the link has been taken down and I can't find anyone referring to a location where I can get this script from. """ Automatic account generation from LDAP http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo """ can anyone help out ? From rt at chaka.net Wed Dec 1 23:00:52 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 1 Dec 2004 23:00:52 -0500 Subject: [rt-users] Logins and Email addresses In-Reply-To: <20041202002115.GA15212@sensorynetworks.com> References: <20041201222838.GA25956@sensorynetworks.com> <41AE4D05.2040201@xena.ipaustralia.gov.au> <20041201232352.GA32654@sensorynetworks.com> <41AE574E.2070106@xena.ipaustralia.gov.au> <20041202001253.GA6346@sensorynetworks.com> <20041202002115.GA15212@sensorynetworks.com> Message-ID: <20041202040052.GB11055@chaka.net> So if the account doesn't exist, sending an e-mail doesn't create an account, but if it does exist then sending an e-mail creates a second account? On Thu, Dec 02, 2004 at 11:21:15AM +1100, Dave Harrison wrote: > > Actually I just tried it, and even if I send an email to RT before my > account exists, no automatic account creation occurs, so I definitely > need to seed the account into the db. Once the account is there, the > LDAP auth works fine, but if the account doesn't exist it doesn't get > created. > _______________________________________________ > 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 Dec 1 23:45:02 2004 From: seph at directionless.org (seph) Date: Wed, 01 Dec 2004 23:45:02 -0500 Subject: [rt-users] Re: RT & apache2 In-Reply-To: <200412011908.56385.greisby@zenon-media.com> (Christophe Greisberger's message of "Wed, 1 Dec 2004 19:08:55 +0100") References: <200412011908.56385.greisby@zenon-media.com> Message-ID: >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph From red at mit.edu Wed Dec 1 23:37:41 2004 From: red at mit.edu (Rachel Elizabeth Dillon) Date: Wed, 1 Dec 2004 23:37:41 -0500 Subject: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? In-Reply-To: <20041202041851.GA15833@sensorynetworks.com> References: <20041202041851.GA15833@sensorynetworks.com> Message-ID: <20041202043741.GL290@yiff.mit.edu> Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From Ruslan.Zakirov at acronis.com Thu Dec 2 00:16:55 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 02 Dec 2004 08:16:55 +0300 Subject: [rt-users] Re: RT & apache2 In-Reply-To: References: <200412011908.56385.greisby@zenon-media.com> Message-ID: <41AEA547.3070007@acronis.com> seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Dec 2 00:29:14 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 02 Dec 2004 08:29:14 +0300 Subject: [rt-users] RT & apache2 In-Reply-To: References: Message-ID: <41AEA82A.7010904@acronis.com> Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mnagel at willingminds.com Thu Dec 2 00:30:45 2004 From: mnagel at willingminds.com (Mark D. Nagel) Date: Wed, 01 Dec 2004 21:30:45 -0800 Subject: [rt-users] debian & multiple RT - sanity check In-Reply-To: <41AE6CE5.6030106@willingminds.com> References: <41AE6CE5.6030106@willingminds.com> Message-ID: <41AEA885.4010908@willingminds.com> Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ From les at futuresource.com Thu Dec 2 00:39:12 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 1 Dec 2004 23:39:12 -0600 Subject: [rt-users] Logins and Email addresses References: <20041201222838.GA25956@sensorynetworks.com> Message-ID: <005101c4d831$42382770$dc00470a@leslaptop> > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com From laas.toom at eenet.ee Thu Dec 2 02:50:44 2004 From: laas.toom at eenet.ee (Laas Toom) Date: Thu, 2 Dec 2004 09:50:44 +0200 Subject: [rt-users] Updating ticket produces blank entries In-Reply-To: <20041130204407.GQ28077@pallas.eruditorum.org> References: <20041130181817.GA36425@eenet.ee> <20041130204407.GQ28077@pallas.eruditorum.org> Message-ID: <20041202075044.GB89149@eenet.ee> Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas From berking at web.de Thu Dec 2 04:50:50 2004 From: berking at web.de (Axel Berking) Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) Subject: [rt-users] History and German umlauts Message-ID: <46311.213.70.107.33.1101981050.squirrel@213.70.107.33> > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking From coopermj at muohio.edu Thu Dec 2 07:28:51 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Thu, 2 Dec 2004 07:28:51 -0500 Subject: [rt-users] Logins and Email addresses In-Reply-To: <005101c4d831$42382770$dc00470a@leslaptop> References: <20041201222838.GA25956@sensorynetworks.com> <005101c4d831$42382770$dc00470a@leslaptop> Message-ID: I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available URL: From laltomare at californiamasons.org Thu Dec 2 07:34:21 2004 From: laltomare at californiamasons.org (Lawrence Altomare) Date: Thu, 02 Dec 2004 04:34:21 -0800 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) Message-ID: I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** From rcoleman at interpublic.com Thu Dec 2 09:15:10 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Thu, 2 Dec 2004 09:15:10 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7@nt25.interpublic.com> We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rcoleman at interpublic.com Thu Dec 2 09:22:06 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Thu, 2 Dec 2004 09:22:06 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8@nt25.interpublic.com> Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Thu Dec 2 10:02:09 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 2 Dec 2004 10:02:09 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7@nt25.interpublic.com> Message-ID: <20041202150209.GC11055@chaka.net> Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rcoleman at interpublic.com Thu Dec 2 11:50:13 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Thu, 2 Dec 2004 11:50:13 -0500 Subject: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00@nt25.interpublic.com> Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From laltomare at californiamasons.org Thu Dec 2 11:56:33 2004 From: laltomare at californiamasons.org (Lawrence Altomare) Date: Thu, 02 Dec 2004 08:56:33 -0800 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) Message-ID: I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 08:56 >>> 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. Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) (Lawrence Altomare) 2. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 3. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 4. Re: Rt generating duplicate tickets with new ticket nu mbers (Todd Chapman) 5. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 04:34:21 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:15:10 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/98805699/attachment.htm ------------------------------ Message: 3 Date: Thu, 2 Dec 2004 09:22:06 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/17aa78b6/attachment.html ------------------------------ Message: 4 Date: Thu, 2 Dec 2004 10:02:09 -0500 From: Todd Chapman Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: Rebecca Coleman Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <20041202150209.GC11055 at chaka.net> Content-Type: text/plain; charset=us-ascii Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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: Thu, 2 Dec 2004 11:50:13 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "'Todd Chapman'" Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/e54d7fff/attachment.htm ------------------------------ _______________________________________________ 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 9, Issue 7 ************************************** From laltomare at californiamasons.org Thu Dec 2 12:00:44 2004 From: laltomare at californiamasons.org (Lawrence Altomare) Date: Thu, 02 Dec 2004 09:00:44 -0800 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) Message-ID: I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:00 >>> 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. Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 08:56:33 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 08:56 >>> 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. Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) (Lawrence Altomare) 2. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 3. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 4. Re: Rt generating duplicate tickets with new ticket nu mbers (Todd Chapman) 5. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 04:34:21 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:15:10 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/98805699/attachment.htm ------------------------------ Message: 3 Date: Thu, 2 Dec 2004 09:22:06 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/17aa78b6/attachment.html ------------------------------ Message: 4 Date: Thu, 2 Dec 2004 10:02:09 -0500 From: Todd Chapman Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: Rebecca Coleman Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <20041202150209.GC11055 at chaka.net> Content-Type: text/plain; charset=us-ascii Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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: Thu, 2 Dec 2004 11:50:13 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "'Todd Chapman'" Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/e54d7fff/attachment.htm ------------------------------ _______________________________________________ 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 9, Issue 7 ************************************** ------------------------------ _______________________________________________ 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 9, Issue 8 ************************************** From caleb at earnware.com Thu Dec 2 12:18:19 2004 From: caleb at earnware.com (Caleb Peters) Date: Thu, 2 Dec 2004 09:18:19 -0800 Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 Message-ID: <184280-220041242171819456@earnware.com> Well, I am using the tar file from Best Practical (2.0.4). Am I not supposed to use that package? I just took that and altered the Makefile to point to my RT installation. After much trial and error I was able to get RTFM up and running. I am about to do a clean installation using my notes from my last try. Is there any reason I should not use the 2.0.4 package? ----------------- Original message ----------------- From: "Stephen Quinney" To: "Caleb" CC: rt-users at lists.bestpractical.com Date: 12/2/2004 8:41:31 AM Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- An HTML attachment was scrubbed... URL: From laltomare at californiamasons.org Thu Dec 2 12:19:31 2004 From: laltomare at californiamasons.org (Lawrence Altomare) Date: Thu, 02 Dec 2004 09:19:31 -0800 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) Message-ID: I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:18 >>> 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. Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Caleb Peters) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:00:44 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:00 >>> 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. Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 08:56:33 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 08:56 >>> 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. Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) (Lawrence Altomare) 2. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 3. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 4. Re: Rt generating duplicate tickets with new ticket nu mbers (Todd Chapman) 5. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 04:34:21 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:15:10 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/98805699/attachment.htm ------------------------------ Message: 3 Date: Thu, 2 Dec 2004 09:22:06 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/17aa78b6/attachment.html ------------------------------ Message: 4 Date: Thu, 2 Dec 2004 10:02:09 -0500 From: Todd Chapman Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: Rebecca Coleman Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <20041202150209.GC11055 at chaka.net> Content-Type: text/plain; charset=us-ascii Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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: Thu, 2 Dec 2004 11:50:13 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "'Todd Chapman'" Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/e54d7fff/attachment.htm ------------------------------ _______________________________________________ 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 9, Issue 7 ************************************** ------------------------------ _______________________________________________ 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 9, Issue 8 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:18:19 -0800 From: "Caleb Peters" Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: "Stephen Quinney" Cc: rt-users at lists.bestpractical.com Message-ID: <184280-220041242171819456 at earnware.com> Content-Type: text/plain; charset="us-ascii" Well, I am using the tar file from Best Practical (2.0.4). Am I not supposed to use that package? I just took that and altered the Makefile to point to my RT installation. After much trial and error I was able to get RTFM up and running. I am about to do a clean installation using my notes from my last try. Is there any reason I should not use the 2.0.4 package? ----------------- Original message ----------------- From: "Stephen Quinney" To: "Caleb" CC: rt-users at lists.bestpractical.com Date: 12/2/2004 8:41:31 AM Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/90708534/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 9, Issue 9 ************************************** From stephen at jadevine.org.uk Thu Dec 2 11:41:31 2004 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Thu, 2 Dec 2004 16:41:31 +0000 Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 In-Reply-To: <215180-220041231164215238@earnware.com> References: <215180-220041231164215238@earnware.com> Message-ID: <20041202164131.GC5916@computing-services.oxford.ac.uk> On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. 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 poole at binary.net Thu Dec 2 14:59:38 2004 From: poole at binary.net (Nathan Poole) Date: Thu, 2 Dec 2004 11:59:38 -0800 Subject: [rt-users] Problems with install (like so many others I bet) Message-ID: <005a01c4d8a9$75aaffb0$1500a8c0@nettech02> Hello list, First, my apologies for requesting help with installation, as I'm sure everything is well documented and it's simply a matter of me overlooking something. I will however, give myself the limited credit of knowing the importance of trying things on your own first. My issue now is that I've spent 2 full work days on this, and my boss is looking for a result. Currently I have nothing. I wouldn't email if I wasn't desperately looking for a clue... I'm going to list my problem here, and my system details below. Perhaps this is the same problem everybody has, but I am truly stumped at this point. Problem. ----------- In short, when I goto mydomain.com/rt I'm asked to download the file. The index.html which is in /opt/rt3/share/html. At one point I had the page displaying properly, but the page was just the meta-refresh which told my installation was broken and instructed me to setup my apache to handle the RT::Mason module. I thought that's what I was doing by following the installation guide. To get the page to stop asking me to download, I had to changed my to . This let the page display, but got me no closer to the installation. testdeps passes. As does the perl loader in "sbin/". My error log speaks nothing of missing modules or failed calls to anything related to RT. It seems I have my server ready to handle this, but I suppose I"m unsure about how exactly I do that, and what my next step is--maybe the next step is to take Friday off and get some whiskey. Thank you for any suggestions you may have. If anybody is truly bored and feels like asking questions and offering advice, work still allows ICQ. My number is 198-240-935. Thanks. My system... FreeBSD 5.1 Apache 1.3.31 mod_perl 1.29 Perl 5.8.6 mysql 4.0.17 My httpd.conf entry ----------------------------- Alias /rt "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ---------------------------------- This is inside a previous VirtualHost on that system. From laltomare at californiamasons.org Thu Dec 2 12:45:49 2004 From: laltomare at californiamasons.org (Lawrence Altomare) Date: Thu, 02 Dec 2004 09:45:49 -0800 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 10 (Out of office) Message-ID: I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:25 >>> 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. Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Stephen Quinney) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:19:31 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:18 >>> 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. Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Caleb Peters) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:00:44 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:00 >>> 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. Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 08:56:33 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 08:56 >>> 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. Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) (Lawrence Altomare) 2. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 3. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 4. Re: Rt generating duplicate tickets with new ticket nu mbers (Todd Chapman) 5. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 04:34:21 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:15:10 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/98805699/attachment.htm ------------------------------ Message: 3 Date: Thu, 2 Dec 2004 09:22:06 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/17aa78b6/attachment.html ------------------------------ Message: 4 Date: Thu, 2 Dec 2004 10:02:09 -0500 From: Todd Chapman Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: Rebecca Coleman Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <20041202150209.GC11055 at chaka.net> Content-Type: text/plain; charset=us-ascii Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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: Thu, 2 Dec 2004 11:50:13 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "'Todd Chapman'" Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/e54d7fff/attachment.htm ------------------------------ _______________________________________________ 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 9, Issue 7 ************************************** ------------------------------ _______________________________________________ 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 9, Issue 8 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:18:19 -0800 From: "Caleb Peters" Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: "Stephen Quinney" Cc: rt-users at lists.bestpractical.com Message-ID: <184280-220041242171819456 at earnware.com> Content-Type: text/plain; charset="us-ascii" Well, I am using the tar file from Best Practical (2.0.4). Am I not supposed to use that package? I just took that and altered the Makefile to point to my RT installation. After much trial and error I was able to get RTFM up and running. I am about to do a clean installation using my notes from my last try. Is there any reason I should not use the 2.0.4 package? ----------------- Original message ----------------- From: "Stephen Quinney" To: "Caleb" CC: rt-users at lists.bestpractical.com Date: 12/2/2004 8:41:31 AM Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/90708534/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 9, Issue 9 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 16:41:31 +0000 From: Stephen Quinney Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: Caleb Cc: rt-users at lists.bestpractical.com Message-ID: <20041202164131.GC5916 at computing-services.oxford.ac.uk> Content-Type: text/plain; charset="us-ascii" On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/7404583e/attachment.pgp ------------------------------ _______________________________________________ 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 9, Issue 10 *************************************** From laltomare at californiamasons.org Thu Dec 2 12:47:50 2004 From: laltomare at californiamasons.org (Lawrence Altomare) Date: Thu, 02 Dec 2004 09:47:50 -0800 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 11 (Out of office) Message-ID: I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:46 >>> 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. Problems with install (like so many others I bet) (Nathan Poole) 2. Re: RT-Users Digest, Vol 9, Issue 10 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 2 Dec 2004 11:59:38 -0800 From: "Nathan Poole" Subject: [rt-users] Problems with install (like so many others I bet) To: Message-ID: <005a01c4d8a9$75aaffb0$1500a8c0 at nettech02> Content-Type: text/plain; charset="iso-8859-1" Hello list, First, my apologies for requesting help with installation, as I'm sure everything is well documented and it's simply a matter of me overlooking something. I will however, give myself the limited credit of knowing the importance of trying things on your own first. My issue now is that I've spent 2 full work days on this, and my boss is looking for a result. Currently I have nothing. I wouldn't email if I wasn't desperately looking for a clue... I'm going to list my problem here, and my system details below. Perhaps this is the same problem everybody has, but I am truly stumped at this point. Problem. ----------- In short, when I goto mydomain.com/rt I'm asked to download the file. The index.html which is in /opt/rt3/share/html. At one point I had the page displaying properly, but the page was just the meta-refresh which told my installation was broken and instructed me to setup my apache to handle the RT::Mason module. I thought that's what I was doing by following the installation guide. To get the page to stop asking me to download, I had to changed my to . This let the page display, but got me no closer to the installation. testdeps passes. As does the perl loader in "sbin/". My error log speaks nothing of missing modules or failed calls to anything related to RT. It seems I have my server ready to handle this, but I suppose I"m unsure about how exactly I do that, and what my next step is--maybe the next step is to take Friday off and get some whiskey. Thank you for any suggestions you may have. If anybody is truly bored and feels like asking questions and offering advice, work still allows ICQ. My number is 198-240-935. Thanks. My system... FreeBSD 5.1 Apache 1.3.31 mod_perl 1.29 Perl 5.8.6 mysql 4.0.17 My httpd.conf entry ----------------------------- Alias /rt "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ---------------------------------- This is inside a previous VirtualHost on that system. ------------------------------ Message: 2 Date: Thu, 02 Dec 2004 09:45:49 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 10 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:25 >>> 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. Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Stephen Quinney) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:19:31 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:18 >>> 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. Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Caleb Peters) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:00:44 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:00 >>> 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. Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 08:56:33 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 08:56 >>> 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. Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) (Lawrence Altomare) 2. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 3. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 4. Re: Rt generating duplicate tickets with new ticket nu mbers (Todd Chapman) 5. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 04:34:21 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:15:10 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/98805699/attachment.htm ------------------------------ Message: 3 Date: Thu, 2 Dec 2004 09:22:06 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/17aa78b6/attachment.html ------------------------------ Message: 4 Date: Thu, 2 Dec 2004 10:02:09 -0500 From: Todd Chapman Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: Rebecca Coleman Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <20041202150209.GC11055 at chaka.net> Content-Type: text/plain; charset=us-ascii Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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: Thu, 2 Dec 2004 11:50:13 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "'Todd Chapman'" Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/e54d7fff/attachment.htm ------------------------------ _______________________________________________ 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 9, Issue 7 ************************************** ------------------------------ _______________________________________________ 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 9, Issue 8 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:18:19 -0800 From: "Caleb Peters" Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: "Stephen Quinney" Cc: rt-users at lists.bestpractical.com Message-ID: <184280-220041242171819456 at earnware.com> Content-Type: text/plain; charset="us-ascii" Well, I am using the tar file from Best Practical (2.0.4). Am I not supposed to use that package? I just took that and altered the Makefile to point to my RT installation. After much trial and error I was able to get RTFM up and running. I am about to do a clean installation using my notes from my last try. Is there any reason I should not use the 2.0.4 package? ----------------- Original message ----------------- From: "Stephen Quinney" To: "Caleb" CC: rt-users at lists.bestpractical.com Date: 12/2/2004 8:41:31 AM Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/90708534/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 9, Issue 9 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 16:41:31 +0000 From: Stephen Quinney Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: Caleb Cc: rt-users at lists.bestpractical.com Message-ID: <20041202164131.GC5916 at computing-services.oxford.ac.uk> Content-Type: text/plain; charset="us-ascii" On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/7404583e/attachment.pgp ------------------------------ _______________________________________________ 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 9, Issue 10 *************************************** ------------------------------ _______________________________________________ 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 9, Issue 11 *************************************** From laltomare at californiamasons.org Thu Dec 2 12:49:50 2004 From: laltomare at californiamasons.org (Lawrence Altomare) Date: Thu, 02 Dec 2004 09:49:50 -0800 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 12 (Out of office) Message-ID: I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:49 >>> 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. Re: RT-Users Digest, Vol 9, Issue 11 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:47:50 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 11 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:46 >>> 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. Problems with install (like so many others I bet) (Nathan Poole) 2. Re: RT-Users Digest, Vol 9, Issue 10 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 2 Dec 2004 11:59:38 -0800 From: "Nathan Poole" Subject: [rt-users] Problems with install (like so many others I bet) To: Message-ID: <005a01c4d8a9$75aaffb0$1500a8c0 at nettech02> Content-Type: text/plain; charset="iso-8859-1" Hello list, First, my apologies for requesting help with installation, as I'm sure everything is well documented and it's simply a matter of me overlooking something. I will however, give myself the limited credit of knowing the importance of trying things on your own first. My issue now is that I've spent 2 full work days on this, and my boss is looking for a result. Currently I have nothing. I wouldn't email if I wasn't desperately looking for a clue... I'm going to list my problem here, and my system details below. Perhaps this is the same problem everybody has, but I am truly stumped at this point. Problem. ----------- In short, when I goto mydomain.com/rt I'm asked to download the file. The index.html which is in /opt/rt3/share/html. At one point I had the page displaying properly, but the page was just the meta-refresh which told my installation was broken and instructed me to setup my apache to handle the RT::Mason module. I thought that's what I was doing by following the installation guide. To get the page to stop asking me to download, I had to changed my to . This let the page display, but got me no closer to the installation. testdeps passes. As does the perl loader in "sbin/". My error log speaks nothing of missing modules or failed calls to anything related to RT. It seems I have my server ready to handle this, but I suppose I"m unsure about how exactly I do that, and what my next step is--maybe the next step is to take Friday off and get some whiskey. Thank you for any suggestions you may have. If anybody is truly bored and feels like asking questions and offering advice, work still allows ICQ. My number is 198-240-935. Thanks. My system... FreeBSD 5.1 Apache 1.3.31 mod_perl 1.29 Perl 5.8.6 mysql 4.0.17 My httpd.conf entry ----------------------------- Alias /rt "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ---------------------------------- This is inside a previous VirtualHost on that system. ------------------------------ Message: 2 Date: Thu, 02 Dec 2004 09:45:49 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 10 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:25 >>> 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. Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Stephen Quinney) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:19:31 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:18 >>> 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. Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Caleb Peters) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:00:44 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:00 >>> 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. Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 08:56:33 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 08:56 >>> 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. Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) (Lawrence Altomare) 2. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 3. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 4. Re: Rt generating duplicate tickets with new ticket nu mbers (Todd Chapman) 5. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 04:34:21 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:15:10 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/98805699/attachment.htm ------------------------------ Message: 3 Date: Thu, 2 Dec 2004 09:22:06 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/17aa78b6/attachment.html ------------------------------ Message: 4 Date: Thu, 2 Dec 2004 10:02:09 -0500 From: Todd Chapman Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: Rebecca Coleman Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <20041202150209.GC11055 at chaka.net> Content-Type: text/plain; charset=us-ascii Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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: Thu, 2 Dec 2004 11:50:13 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "'Todd Chapman'" Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/e54d7fff/attachment.htm ------------------------------ _______________________________________________ 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 9, Issue 7 ************************************** ------------------------------ _______________________________________________ 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 9, Issue 8 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:18:19 -0800 From: "Caleb Peters" Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: "Stephen Quinney" Cc: rt-users at lists.bestpractical.com Message-ID: <184280-220041242171819456 at earnware.com> Content-Type: text/plain; charset="us-ascii" Well, I am using the tar file from Best Practical (2.0.4). Am I not supposed to use that package? I just took that and altered the Makefile to point to my RT installation. After much trial and error I was able to get RTFM up and running. I am about to do a clean installation using my notes from my last try. Is there any reason I should not use the 2.0.4 package? ----------------- Original message ----------------- From: "Stephen Quinney" To: "Caleb" CC: rt-users at lists.bestpractical.com Date: 12/2/2004 8:41:31 AM Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/90708534/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 9, Issue 9 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 16:41:31 +0000 From: Stephen Quinney Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: Caleb Cc: rt-users at lists.bestpractical.com Message-ID: <20041202164131.GC5916 at computing-services.oxford.ac.uk> Content-Type: text/plain; charset="us-ascii" On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... 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If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:50 >>> 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. Re: RT-Users Digest, Vol 9, Issue 12 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:49:50 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 12 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:49 >>> 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. Re: RT-Users Digest, Vol 9, Issue 11 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:47:50 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 11 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:46 >>> 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. Problems with install (like so many others I bet) (Nathan Poole) 2. Re: RT-Users Digest, Vol 9, Issue 10 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 2 Dec 2004 11:59:38 -0800 From: "Nathan Poole" Subject: [rt-users] Problems with install (like so many others I bet) To: Message-ID: <005a01c4d8a9$75aaffb0$1500a8c0 at nettech02> Content-Type: text/plain; charset="iso-8859-1" Hello list, First, my apologies for requesting help with installation, as I'm sure everything is well documented and it's simply a matter of me overlooking something. I will however, give myself the limited credit of knowing the importance of trying things on your own first. My issue now is that I've spent 2 full work days on this, and my boss is looking for a result. Currently I have nothing. I wouldn't email if I wasn't desperately looking for a clue... I'm going to list my problem here, and my system details below. Perhaps this is the same problem everybody has, but I am truly stumped at this point. Problem. ----------- In short, when I goto mydomain.com/rt I'm asked to download the file. The index.html which is in /opt/rt3/share/html. At one point I had the page displaying properly, but the page was just the meta-refresh which told my installation was broken and instructed me to setup my apache to handle the RT::Mason module. I thought that's what I was doing by following the installation guide. To get the page to stop asking me to download, I had to changed my to . This let the page display, but got me no closer to the installation. testdeps passes. As does the perl loader in "sbin/". My error log speaks nothing of missing modules or failed calls to anything related to RT. It seems I have my server ready to handle this, but I suppose I"m unsure about how exactly I do that, and what my next step is--maybe the next step is to take Friday off and get some whiskey. Thank you for any suggestions you may have. If anybody is truly bored and feels like asking questions and offering advice, work still allows ICQ. My number is 198-240-935. Thanks. My system... FreeBSD 5.1 Apache 1.3.31 mod_perl 1.29 Perl 5.8.6 mysql 4.0.17 My httpd.conf entry ----------------------------- Alias /rt "/opt/rt3/share/html" AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ---------------------------------- This is inside a previous VirtualHost on that system. ------------------------------ Message: 2 Date: Thu, 02 Dec 2004 09:45:49 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 10 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:25 >>> 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. Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Stephen Quinney) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:19:31 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:18 >>> 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. Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) (Lawrence Altomare) 2. Re: Request Traker 3.2 and RTFM 2.0.4 (Caleb Peters) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 09:00:44 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 8 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 09:00 >>> 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. Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) (Lawrence Altomare) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 08:56:33 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 7 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 08:56 >>> 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. Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) (Lawrence Altomare) 2. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 3. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) 4. Re: Rt generating duplicate tickets with new ticket nu mbers (Todd Chapman) 5. RE: Rt generating duplicate tickets with new ticket nu mbers (Rebecca Coleman) ---------------------------------------------------------------------- Message: 1 Date: Thu, 02 Dec 2004 04:34:21 -0800 From: "Lawrence Altomare" Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 6 (Out of office) To: Message-ID: Content-Type: text/plain; charset=ISO-8859-1 I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: kwalker at californiamasons.org. thanks, -lawrence >>> rt-users 12/02/04 04:33 >>> 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. Re: RT & apache2 (seph) 2. Re: AutoCreate script link gone from wiki, anyone know where I can find it ? (Rachel Elizabeth Dillon) 3. Re: Re: RT & apache2 (Ruslan U. Zakirov) 4. Re: RT & apache2 (Ruslan U. Zakirov) 5. Re: debian & multiple RT - sanity check (Mark D. Nagel) 6. Re: Logins and Email addresses (Les Mikesell) 7. Re: Updating ticket produces blank entries (Laas Toom) 8. Re: History and German umlauts (Axel Berking) 9. Re: Logins and Email addresses (Micah Cooper) ---------------------------------------------------------------------- Message: 1 Date: Wed, 01 Dec 2004 23:45:02 -0500 From: seph Subject: [rt-users] Re: RT & apache2 To: greisberger at zenon-media.com Cc: rt-users at lists.bestpractical.com Message-ID: Content-Type: text/plain; charset=us-ascii >> No, it works fine. Been running it on Apache 2 for months. Just mod_perl >> isn't as stable as it should be on Apache2. > > Aw. How unstable is it? Even easier with fast_cgi seph ------------------------------ Message: 2 Date: Wed, 1 Dec 2004 23:37:41 -0500 From: Rachel Elizabeth Dillon Subject: Re: [rt-users] AutoCreate script link gone from wiki, anyone know where I can find it ? To: Dave Harrison Cc: rt-users at lists.bestpractical.com Message-ID: <20041202043741.GL290 at yiff.mit.edu> Content-Type: text/plain; charset="us-ascii" Is this what you mean? http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm If so, you can get it by clicking "edit" on the Wiki page, which un-hides the link. If not, I don't know. Either way, best of luck! -r. On Thu, Dec 02, 2004 at 03:18:51PM +1100, Dave Harrison wrote: > Hi All, > > This page from the wiki looks like exactly what I wanted, but the link > has been taken down and I can't find anyone referring to a location > where I can get this script from. > > """ > Automatic account generation from LDAP > > http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo > """ > > can anyone help out ? > _______________________________________________ > 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 -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041201/304604eb/attachment-0001.pgp ------------------------------ Message: 3 Date: Thu, 02 Dec 2004 08:16:55 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] Re: RT & apache2 To: rt-users at lists.bestpractical.com Cc: greisberger at zenon-media.com Message-ID: <41AEA547.3070007 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed seph wrote: >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? > > > Even easier with fast_cgi What is easier with fast_cgi then with mod_perl? My tests shown that if Apache is 1.xx then FastCGI is better. 1) FCGI is faster then MP1, perfomance boost is around 10-15%. 2) You have to build MP1 static usually. 3) Didn't test memory usage a lot. Autrijus Tang said that with Apache2 MP2 has the same speed as FCGI but use _less_ memory. Also want to say that MP2 works fine as DSO so you don't need to rebuild Apache if you want rebuild MP2 or/and perl. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------ Message: 4 Date: Thu, 02 Dec 2004 08:29:14 +0300 From: "Ruslan U. Zakirov" Subject: Re: [rt-users] RT & apache2 To: Scott Nursten Cc: greisberger at zenon-media.com, rt-users at lists.bestpractical.com Message-ID: <41AEA82A.7010904 at acronis.com> Content-Type: text/plain; charset=us-ascii; format=flowed Scott Nursten wrote: > Personally, I don't see why they say it's unstable... Because many users doesn't upgrade thier MP2 up to recent. They can't imagine that 1.99_07 is more then one year old or may be more. > > My RT Apache2 was last restarted on November 13th and doesn't generally need > restarting (that restart was for an upgrade to mod_perl - Version 1.99_17 - > Oct 22, 2004). It is running on one helluva box tho' :) > > Regards, > > Scott > > On 1/12/04 6:08 pm, "Christophe Greisberger" > wrote: > > >>On Wednesday, 01 December 2004 18:29, Scott Nursten wrote: >> >>>No, it works fine. Been running it on Apache 2 for months. Just mod_perl >>>isn't as stable as it should be on Apache2. >> >>Aw. How unstable is it? >>Do you have to restart apache2? >>It's what I have to do on my current server once a week... :-/ >> >>Well, if it works on apache2, then the problem comes from Gentoo. >>I'll check on their forums. >>Thanks! > > > Scott Nursten > S2S Consultants > http://www.s2s.ltd.uk > scottn at s2s.ltd.uk > T: 0870 350 4525 > F: 0870 350 4526 > > > > _______________________________________________ > 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: Wed, 01 Dec 2004 21:30:45 -0800 From: "Mark D. Nagel" Subject: Re: [rt-users] debian & multiple RT - sanity check To: rt-users at lists.bestpractical.com Message-ID: <41AEA885.4010908 at willingminds.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Mark D. Nagel wrote: > I've reviewed the archives and found a few threads discussing ways to > have multiple RT instances using the Debian request-tracker package, > but pretty much they all seem to indicate that your second instance > must be non-packaged. Um... I guess I didn't actually check _everywhere_. A very nice writeup in the RTWiki (http://wiki.bestpractical.com/index.cgi?MultipleInstances) discusses how to do this. So, never mind :). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel: 714-630-4772, fax: 714-630-4773, web: http://www.willingminds.com/ ------------------------------ Message: 6 Date: Wed, 1 Dec 2004 23:39:12 -0600 From: "Les Mikesell" Subject: Re: [rt-users] Logins and Email addresses To: "Dave Harrison" , Message-ID: <005101c4d831$42382770$dc00470a at leslaptop> Content-Type: text/plain; charset="iso-8859-1" > However what I am finding is that people use their LDAP logins to use > the web page, but when they reply to a request via email RT adds them > another account under the name of their email address. So people are > ending up with two User records in the database. I'm not using LDAP but use mod_auth_pam to authenticate web access the same way as unix system logins, checking first against the local passwd file then against a windows domain controller. If a user sends email before I add them to RT, it automatically creates an account with the full email address as the login. I've been manually removing the @domain part when I add privileges so the logins will match the system. Is there a way to make this happen automatically for email addresses in a few domains? --- Les Mikesell les at futuresource.com ------------------------------ Message: 7 Date: Thu, 2 Dec 2004 09:50:44 +0200 From: Laas Toom Subject: Re: [rt-users] Updating ticket produces blank entries To: rt-users at lists.bestpractical.com Message-ID: <20041202075044.GB89149 at eenet.ee> Content-Type: text/plain; charset=iso-8859-1 Hello, I accidentally replied only to Jesse, so now to the list also: Yes, the tables are MyISAM, so now i have to convert them or smth. Only problem is that i have mysql from rpm and it does not support InnoDB, but i can not find mysql-max package for fedora either. Does anybody else have had this problem? what's the best solution (install some other Max rpm, e.g. from mysql.com, install from source or migrate to postgres)? Best, Laas ------------------------------ Message: 8 Date: Thu, 2 Dec 2004 10:50:50 +0100 (CET) From: "Axel Berking" Subject: Re: [rt-users] History and German umlauts To: "Jesse Vincent" Cc: Axel Berking , rt-users at lists.bestpractical.com Message-ID: <46311.213.70.107.33.1101981050.squirrel at 213.70.107.33> Content-Type: text/plain;charset=iso-8859-1 > What version of perl do you have installed? How were the umlauts > entered? By web or by mail? > > Jesse Hello, the server system contains: RT Version is RT3.2.2. serving:/# perl -V Summary of my perl5 (revision 5 version 8 subversion 4) configuration: Platform: osname=linux, osvers=2.4.27-ti1211, archname=i386-linux-thread-multi uname='linux kosh 2.4.27-ti1211 #1 sun sep 19 18:17:45 est 2004 i686 gnulinux ' serving:/# apache -V Server version: Apache/1.3.31 (Debian GNU/Linux) Server built: Oct 29 2004 12:52:40 Server's Module Magic Number: 19990320:16 System: Linux serving 2.6.8-1-686 #1 Thu Nov 11 13:18:29 EST 2004 i686 GNU/Linux Apache Settings are: Default Charsets: UTF-8 and the default virtual host configuration explained in the installation guide. RT_SiteConfig.pm I changed the order of the input email enconding, but with no success. # Encode::Guess. # EmailInputEncodiongs ge?ndert am 30.nov @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings) # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); i read that mod perl for debian might contains some problem with utf-8, so i recompiled it outside from apt-get debian installer paket and cpan from "fresh" plattform independent build. The failure only exist if the mail is at mode: text/html If i change my default charset settings of the internet explorer or mozilla to western europe(windows) the complete history will be displayed correctly, but then other charsets (e.g. the header will be displayed wrong). The message will be displayed correct (with automated charset settings of ie) when i >>download<< it. This opens a new window and the charset ist correct. An example of a message that will be displayed in the history: >>Wie bereits mehrfach erw䨮t wird die Tabelle auch f? GUI ben?t. Also bitte schnellstm?ch pflegen.<< Normally(i changed the umlauts to ae, oe..) >>Wie bereits mehrfach erwaehnt wird die Tabelle auch fuer GUI benuetzt. Also bitte schnellstmoeglich pflegen.<< And the orginial version: >>Wie bereits mehrfrach erw?hnt wird die Tabelle auch f?r GUI ben?tzt. Also bitte schnellstm?glich pflegen.<< The problem is to localize the problem. Might this error produced by Debian, the mailer, the import from RT or from a perl package.? That is the question at this point. I will send a copy of this mail to the bug report mail adress from another mail client (using html). Thank you for your help in advance. Best regards Axel Berking ------------------------------ Message: 9 Date: Thu, 2 Dec 2004 07:28:51 -0500 From: Micah Cooper Subject: Re: [rt-users] Logins and Email addresses To: " " Message-ID: Content-Type: text/plain; charset="us-ascii" I'm doing the same as you, Les, and have been wondering the same thing. On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: >> However what I am finding is that people use their LDAP logins to use >> the web page, but when they reply to a request via email RT adds them >> another account under the name of their email address. So people are >> ending up with two User records in the database. > > I'm not using LDAP but use mod_auth_pam to authenticate web access the > same > way as unix system logins, checking first against the local passwd > file then > against a windows domain controller. If a user sends email before I > add > them to RT, it automatically creates an account with the full email > address > as the login. I've > been manually removing the @domain part when I add privileges so the > logins > will match the system. Is there a way to make this happen > automatically for > email addresses in a few domains? > > --- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/f0a01e36/smime.bin ------------------------------ _______________________________________________ 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 9, Issue 6 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:15:10 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF7 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" We have another email generating dups - this time no mysql downtime. I'm going to set the timeout on rtmailgate up from it's default 180 seconds and hope for the best. _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/98805699/attachment.htm ------------------------------ Message: 3 Date: Thu, 2 Dec 2004 09:22:06 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3CF8 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Or maybe I"m not going to set the timeout...I thought I read somewhere that there was a --timeout flag for rt-mailgate but now I can't find it. Anyone know if it's possible to set this? _____ From: Amirian, Brian [mailto:brian.amirian at viacom.com] Sent: Wednesday, December 01, 2004 11:48 PM To: Todd Chapman; Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers I've seen this problem with and every time the email had an attachment. For me, it's been few and far between so it's just been dealt with by deleting the mail and merging or deleting the dups. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/17aa78b6/attachment.html ------------------------------ Message: 4 Date: Thu, 2 Dec 2004 10:02:09 -0500 From: Todd Chapman Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: Rebecca Coleman Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <20041202150209.GC11055 at chaka.net> Content-Type: text/plain; charset=us-ascii Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. I'm > going to set the timeout on rtmailgate up from it's default 180 seconds and > hope for the best. > > _____ > > From: Amirian, Brian [mailto:brian.amirian at viacom.com] > Sent: Wednesday, December 01, 2004 11:48 PM > To: Todd Chapman; Rebecca Coleman > Cc: rt-users @ lists. bestpractical. com. > Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu > mbers > > > I've seen this problem with and every time the email had an attachment. For > me, it's been few and far between so it's just been dealt with by deleting > the mail and merging or deleting the dups. > > > > > > > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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: Thu, 2 Dec 2004 11:50:13 -0500 From: "Rebecca Coleman" Subject: RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers To: "'Todd Chapman'" Cc: "rt-users @ lists. bestpractical. com. " Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D00 at nt25.interpublic.com> Content-Type: text/plain; charset="us-ascii" Yep. I just checked it - rather large attachment. How can I increase the timeout for rt-mailgate? Any ideas? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Thursday, December 02, 2004 10:02 AM To: Rebecca Coleman Cc: rt-users @ lists. bestpractical. com. Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers Does the e-mail have attachments? On Thu, Dec 02, 2004 at 09:15:10AM -0500, Rebecca Coleman wrote: > We have another email generating dups - this time no mysql downtime. > I'm going to set the timeout on rtmailgate up from it's default 180 > seconds and hope for the best. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/e54d7fff/attachment.htm ------------------------------ _______________________________________________ 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 9, Issue 7 ************************************** ------------------------------ _______________________________________________ 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 9, Issue 8 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 09:18:19 -0800 From: "Caleb Peters" Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: "Stephen Quinney" Cc: rt-users at lists.bestpractical.com Message-ID: <184280-220041242171819456 at earnware.com> Content-Type: text/plain; charset="us-ascii" Well, I am using the tar file from Best Practical (2.0.4). Am I not supposed to use that package? I just took that and altered the Makefile to point to my RT installation. After much trial and error I was able to get RTFM up and running. I am about to do a clean installation using my notes from my last try. Is there any reason I should not use the 2.0.4 package? ----------------- Original message ----------------- From: "Stephen Quinney" To: "Caleb" CC: rt-users at lists.bestpractical.com Date: 12/2/2004 8:41:31 AM Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/90708534/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 9, Issue 9 ************************************** ------------------------------ Message: 2 Date: Thu, 2 Dec 2004 16:41:31 +0000 From: Stephen Quinney Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 To: Caleb Cc: rt-users at lists.bestpractical.com Message-ID: <20041202164131.GC5916 at computing-services.oxford.ac.uk> Content-Type: text/plain; charset="us-ascii" On Wed, Dec 01, 2004 at 08:42:15AM -0800, Caleb wrote: > Well it seems that none of those files were found in the correct > spot. I seem to be having some trouble with the way the Debian > package installs and getting all the right files for RTFM to go to > the right places. Does anyone have any suggestions. I did a clean > install of Debain again and I currently have RT 3.2 running > successfully, but I just can't get RTFM to install. Or could someone > just point me to the correct place to find some Debian install > documentation? I have the .pdf file but that's very generic and not > very helpful. I know there has to be someone out there who has used > the "apt-get install" procedure to get RT 3.2 running and RTFM. I'm not sure if you've been using the rtfm package from Debian or not but that only works for the RT 3.0 series. I have made a package based on that one which will work with RT 3.2. You can grab my rtfm-rt3.2 Debian package from: http://www.jadevine.org.uk/request-tracker/ This is an unofficial package but I have vaguely tested it and I am one of the maintainers of the request-tracker3 and request-tracker3.2 packages so you can trust me, honest... ;-) You should read the file /usr/share/doc/rtfm-rt3.2/README.Debian. I hope that gets you on your way. Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: Digital signature Url : http://lists.bestpractical.com/pipermail/rt-users/attachments/20041202/7404583e/attachment.pgp ------------------------------ _______________________________________________ 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 9, Issue 10 *************************************** ------------------------------ _______________________________________________ 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 9, Issue 11 *************************************** ------------------------------ _______________________________________________ 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 9, Issue 12 *************************************** ------------------------------ _______________________________________________ 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 9, Issue 13 *************************************** From shildreth at allantgroup.com Thu Dec 2 13:01:59 2004 From: shildreth at allantgroup.com (Scott T. Hildreth) Date: Thu, 02 Dec 2004 12:01:59 -0600 Subject: [rt-users] OT Message-ID: <1102010518.940.4527.camel@scotth.emsphone.com> I think Lawrence Altomare is not in his office today.. :-) From mjoseff at yellowbrix.com Thu Dec 2 13:08:18 2004 From: mjoseff at yellowbrix.com (Matthew Joseff) Date: Thu, 2 Dec 2004 13:08:18 -0500 (EST) Subject: [rt-users] OT In-Reply-To: <1102010518.940.4527.camel@scotth.emsphone.com> References: <1102010518.940.4527.camel@scotth.emsphone.com> Message-ID: More OT: Favorite RT question from users: "If my Internet is down, how can I open a ticket?" On Thu, 2 Dec 2004, Scott T. Hildreth wrote: }I think Lawrence Altomare is not in his office today.. :-) }_______________________________________________ }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 caleb at earnware.com Thu Dec 2 13:07:26 2004 From: caleb at earnware.com (Caleb Peters) Date: Thu, 2 Dec 2004 10:07:26 -0800 Subject: [rt-users] OT Message-ID: <81440-22004124218726522@earnware.com> I think I must agree with you ----------------- Original message ----------------- From: "Scott T. Hildreth" To: "Rt-Users" CC: Date: 12/2/2004 10:01:59 AM Subject: [rt-users] OT I think Lawrence Altomare is not in his office today.. :-) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From aharrison at gmail.com Thu Dec 2 13:07:06 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 2 Dec 2004 13:07:06 -0500 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 9 (Out of office) In-Reply-To: References: Message-ID: On Thu, 02 Dec 2004 09:19:31 -0800, Lawrence Altomare wrote: > I am currently out of the office and will return Monday, 12/6. If you need assistance before I return, please contact Kevin Walker at: > kwalker at californiamasons.org. > > thanks, > -lawrence Isn't this that guy that called Word Perfect tech support because his screen went blank?? -- Andy Harrison From jesse at bestpractical.com Thu Dec 2 13:47:46 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 2 Dec 2004 13:47:46 -0500 Subject: [rt-users] OT In-Reply-To: <81440-22004124218726522@earnware.com> References: <81440-22004124218726522@earnware.com> Message-ID: <20041202184746.GK11850@pallas.eruditorum.org> On Thu, Dec 02, 2004 at 10:07:26AM -0800, Caleb Peters wrote: > I think I must agree with you Mr Altomare has also been unsubscribed from the mailing list until such time as he gets a real vacation autoresponder. > ----------------- Original message ----------------- > From: "Scott T. Hildreth" > To: "Rt-Users" > CC: > Date: 12/2/2004 10:01:59 AM > Subject: [rt-users] OT > > I think Lawrence Altomare is not in his office today.. :-) > _______________________________________________ > 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 Kris.Boutilier at scrd.bc.ca Thu Dec 2 14:48:41 2004 From: Kris.Boutilier at scrd.bc.ca (Kris Boutilier) Date: Thu, 2 Dec 2004 11:48:41 -0800 Subject: [rt-users] Surprisingly not OT Message-ID: <1174450A1968D111AAAF00805FC162AE012074DF@deep_thought.secure.scrd.bc.ca> Actually, they have a valid point. There are scripts floating around for Asterisk (http://www.asterisk.org) that provide a model for a simple IVR interface into RT. Asterisk is fairly low complexity for use as an IVR platform, so it seems like this is a fairly large source of untapped potential - particularly for using RT for applications outside the IT realm such as, say, municipal complaint management? Google for 'Asterisk "Request Tracker"'. Kris Boutilier Information Systems Coordinator Sunshine Coast Regional District > -----Original Message----- > From: Matthew Joseff [SMTP:mjoseff at yellowbrix.com] > Sent: Thursday, December 02, 2004 10:08 AM > To: Scott T. Hildreth > Cc: Rt-Users > Subject: Re: [rt-users] OT > > > More OT: > > Favorite RT question from users: > > "If my Internet is down, how can I open a ticket?" > > On Thu, 2 Dec 2004, Scott T. Hildreth wrote: > > }I think Lawrence Altomare is not in his office today.. :-) > }_______________________________________________ {clip} From doogles at doogles.com Thu Dec 2 16:07:17 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 2 Dec 2004 15:07:17 -0600 (CST) Subject: [rt-users] RT IVR/Surprisingly not OT In-Reply-To: <1174450A1968D111AAAF00805FC162AE012074DF@deep_thought.secure.scrd.bc.ca> References: <1174450A1968D111AAAF00805FC162AE012074DF@deep_thought.secure.scrd.bc.ca> Message-ID: We are doing this in our organization. At this time, we do not give the option to open a ticket, but we do give the option to: * Request callback from Engineer who owns the ticket (emails ticket which then records time/date of request) * Request callback from Any Available Engineer (emails ticket and cc:'s an internal support alias) * Request immediate support (emails ticket noting action, then transfers the caller to our answering service who is responsible for tracking someone down) We front-end this with a request to input a ticket number (I started our tickets at #100000 in anticipation of writing the IVR). The system uses text-to-speech to read back the Ticket Numebr, Ticket Subject, and Owner (if there is one). At this time I don't front-end any sort of authentication mechanism, however this system is used so rarely I'd be surprised if it was ever abused. I am doing this with Cisco's IPCC Express product, however same concepts apply to open source products such as Asterisk. -jd On Thu, 2 Dec 2004, Kris Boutilier wrote: > Actually, they have a valid point. > > There are scripts floating around for Asterisk (http://www.asterisk.org) > that provide a model for a simple IVR interface into RT. Asterisk is fairly > low complexity for use as an IVR platform, so it seems like this is a fairly > large source of untapped potential - particularly for using RT for > applications outside the IT realm such as, say, municipal complaint > management? > > Google for 'Asterisk "Request Tracker"'. > > Kris Boutilier > Information Systems Coordinator > Sunshine Coast Regional District > >> -----Original Message----- >> From: Matthew Joseff [SMTP:mjoseff at yellowbrix.com] >> Sent: Thursday, December 02, 2004 10:08 AM >> To: Scott T. Hildreth >> Cc: Rt-Users >> Subject: Re: [rt-users] OT >> >> >> More OT: >> >> Favorite RT question from users: >> >> "If my Internet is down, how can I open a ticket?" >> >> On Thu, 2 Dec 2004, Scott T. Hildreth wrote: >> >> }I think Lawrence Altomare is not in his office today.. :-) >> }_______________________________________________ > {clip} > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From pku at autotradecenter.com Thu Dec 2 22:43:21 2004 From: pku at autotradecenter.com (Pei Ku) Date: Thu, 2 Dec 2004 19:43:21 -0800 Subject: [rt-users] "staff" or "non-staff"? Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC81045D@msmpk02.corp.autc.com> Hi all, I have been playing with RT for a few days. I have a 'best practice' kind of question: After reading the available manuals, my impression is that the global user group "non-staff" (synonymous with 'privileged') is intended for external customers, and "staff" (synonymous with "non-privileged") is for all of the employees in my company. Any user in a RT system belongs to either one of these groups (but not both). One restriction is that a "non-staff" group memeber cannot be assigned to any user-defined groups. So if I have a RT user, who is really a staff member in the Development group, then I have to make that user a 'staff' group memeber in order to be able to add it to the user-defined group 'Developers'. The main purpose of my looking at RT is for implementing a ticketing system for tracking internal requests. That is, all users are company employees and all requests are for managing internal activities -- no plan to keep track of external customer requests using RT at this point (hmm... maybe I should think ahead...). Anyway, we have a IT group, a Application Support group, a Development group, a QA group, etc, each group handles many requests daily. We want to implement some sort of ticketing system to keep track of all those internal requests. I noticed that when a "non-staff" user logs into the RT web interface, the user gets a 'bare-bone' interface which basically allows the user to see the tickets he filed, to file a new ticket, to change his preference. That's about it. A "staff" user's web interface has a lot more info. Even if I configured the global rights and queue rights in a way so that each user can only see the tickets he filed, there are additional info in the web interface that I would like to hide from a staff (ie, a non-manager). For example, the 'staff' web interface shows 'new' and 'open' counts of the queues that the user have ShowQueue/CreateTicket rights to. While there is something to be said about having information more disclosed than otherwise within a company, I can see reasons for not making that kind of info available to all RT users in the company ("What's wrong with IT? it has so many new and open tickets. Are they being slackers or what?") Then again there may be a way to control the information displayed in the web interace that i don't know yet. A broader question: is there any "best practice" type of documentation? That is, any documentations on 'typical' configurations for various common usage scenarios? thanks in advance Pei Ku ATC From rt at chaka.net Thu Dec 2 22:33:02 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 2 Dec 2004 22:33:02 -0500 Subject: [rt-users] "staff" or "non-staff"? In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC81045D@msmpk02.corp.autc.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC81045D@msmpk02.corp.autc.com> Message-ID: <20041203033302.GE11055@chaka.net> On Thu, Dec 02, 2004 at 07:43:21PM -0800, Pei Ku wrote: > Hi all, > > I have been playing with RT for a few days. I have a 'best practice' kind of question: > > After reading the available manuals, my impression is that the global user group "non-staff" (synonymous with 'privileged') is intended for external customers, and "staff" (synonymous with "non-privileged") is for all of the employees in my company. Any user in a RT system belongs to either one of these groups (but not both). > Well, you have that mixed up. staff == privileged, non-staff == non-privileged > > While there is something to be said about having information more disclosed than otherwise within a company, I can see reasons for not making that kind of info available to all RT users in the company ("What's wrong with IT? it has so many new and open tickets. Are they being slackers or what?") > > Then again there may be a way to control the information displayed in the web interace that i don't know yet. You need to assign the appropriate "group rights" to each queue. Then users will not be able to see tickets or queues that are _none of their business_. > > A broader question: is there any "best practice" type of documentation? That is, any documentations on 'typical' configurations for various common usage scenarios? > > thanks in advance > > Pei Ku > ATC > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From ai1 at ipaccess.com Fri Dec 3 01:55:49 2004 From: ai1 at ipaccess.com (Anton Ivanov) Date: Fri, 03 Dec 2004 06:55:49 +0000 Subject: [rt-users] Logins and Email addresses In-Reply-To: References: <20041201222838.GA25956@sensorynetworks.com> <005101c4d831$42382770$dc00470a@leslaptop> Message-ID: <41B00DF5.20705@ipaccess.com> We use LDAP logins and we ran into the problem day one. The workaround is to use a hacked version of the normal Mail authentication module. Ours takes the mail address and resolves it via repeated matching in NIS mail.aliases. At the end you end up with a correct username. It should be possible to do the same using aliases stored in a LDAP directory. It also works for users who use multiple email addresses. For example: User.Name at domain.com from his laptop and user at domain.com on his PDA. Sorry for not posting the actual code, but it is rather ugly in its current form (it runs ypmatch externally). A. Micah Cooper wrote: > I'm doing the same as you, Les, and have been wondering the same thing. > > On Dec 2, 2004, at 12:39 AM, Les Mikesell wrote: > >>> However what I am finding is that people use their LDAP logins to use >>> the web page, but when they reply to a request via email RT adds them >>> another account under the name of their email address. So people are >>> ending up with two User records in the database. >> >> >> I'm not using LDAP but use mod_auth_pam to authenticate web access >> the same >> way as unix system logins, checking first against the local passwd >> file then >> against a windows domain controller. If a user sends email before I add >> them to RT, it automatically creates an account with the full email >> address >> as the login. I've >> been manually removing the @domain part when I add privileges so the >> logins >> will match the system. Is there a way to make this happen >> automatically for >> email addresses in a few domains? >> >> --- >> 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 > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > From stephen at jadevine.org.uk Fri Dec 3 04:08:37 2004 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Fri, 3 Dec 2004 09:08:37 +0000 Subject: [rt-users] Request Traker 3.2 and RTFM 2.0.4 In-Reply-To: <184280-220041242171819456@earnware.com> References: <184280-220041242171819456@earnware.com> Message-ID: <20041203090837.GB25085@computing-services.oxford.ac.uk> On Thu, Dec 02, 2004 at 09:18:19AM -0800, Caleb Peters wrote: > Well, I am using the tar file from Best Practical (2.0.4). Am I not > supposed to use that package? I just took that and altered the > Makefile to point to my RT installation. After much trial and error > I was able to get RTFM up and running. I am about to do a clean > installation using my notes from my last try. Is there any reason I > should not use the 2.0.4 package? There's nothing stopping you doing it the tarball way. I find the use of Debian packages a lot cleaner and it makes future upgrades much easier as I know the locations of all the old files. I forgot there was a version 2.0.4 of rtfm, I have now uploaded the packages for that into the same web space: http://www.jadevine.org.uk/request-tracker/ Stephen From timo.eissler at dtnet.de Fri Dec 3 04:11:18 2004 From: timo.eissler at dtnet.de (Timo Eissler) Date: Fri, 03 Dec 2004 10:11:18 +0100 Subject: [rt-users] customer statisfaction Message-ID: <41B02DB6.4000807@dtnet.de> Hello List, does anybody knows a way or program/script to automatically ask the customer after a ticket is closed if he is statisfied with the work. regards, Timo -- --------------------------------------------------------------- DT Netsolution GmbH - Talaeckerstr. 30 - D-70437 Stuttgart Tel: +49-711-849910-70 Fax: +49-711-849910-970 WEB: http://www.dtnet.de/ Email: timo.eissler at dtnet.de From Mike.Frazer at ipay.com Fri Dec 3 11:20:49 2004 From: Mike.Frazer at ipay.com (Mike.Frazer at ipay.com) Date: Fri, 3 Dec 2004 11:20:49 -0500 Subject: [rt-users] RT 3.0.2 to 3.2.2 database migration Message-ID: We're currently running on 3.0.2, have been since that version came out. It's running on MySQL 3.23.58. We're planning to move to a new system running RT 3.2.2 and MySQL 4.x. I know there are issues with importing the RT database from an older version into MySQL 4.1. Are there any issues with going from 3.23.x to 4.0.x? Also, are there any tools I need to run to convert the 3.0.2 database to a 3.2.2 database? Thanks, Mike Frazer Web Production Support Specialist iPAY - A Pay By Touch Company E-Mail: mike.frazer at ipay.com From Ruslan.Zakirov at acronis.com Fri Dec 3 12:19:28 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 03 Dec 2004 20:19:28 +0300 Subject: [rt-users] "staff" or "non-staff"? In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC81045D@msmpk02.corp.autc.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC81045D@msmpk02.corp.autc.com> Message-ID: <41B0A020.5020603@acronis.com> Docs: http://wiki.bestpractical.com/index.cgi?PrivilegedUsers http://wiki.bestpractical.com/index.cgi?Rights And some ideas below Pei Ku wrote: >Hi all, > >I have been playing with RT for a few days. I have a 'best practice' kind of question: > >After reading the available manuals, my impression is that the global user group "non-staff" (synonymous with 'privileged') is intended for external customers, and "staff" (synonymous with "non-privileged") is for all of the employees in my company. Any user in a RT system belongs to either one of these groups (but not both). > >One restriction is that a "non-staff" group memeber cannot be assigned to any user-defined groups. So if I have a RT user, who is really a staff member in the Development group, then I have to make that user a 'staff' group memeber in order to be able to add it to the user-defined group 'Developers'. > >The main purpose of my looking at RT is for implementing a ticketing system for tracking internal requests. That is, all users are company employees and all requests are for managing internal activities -- no plan to keep track of external customer requests using RT at this point (hmm... maybe I should think ahead...). > > IMHO all your company employees should be 'priveleged'. >Anyway, we have a IT group, a Application Support group, a Development group, a QA group, etc, each group handles many requests daily. We want to implement some sort of ticketing system to keep track of all those internal requests. > >I noticed that when a "non-staff" user logs into the RT web interface, the user gets a 'bare-bone' interface which basically allows the user to see the tickets he filed, to file a new ticket, to change his preference. That's about it. > > IMHO SelfService is very limited. >A "staff" user's web interface has a lot more info. Even if I configured the global rights and queue rights in a way so that each user can only see the tickets he filed, there are additional info in the web interface that I would like to hide from a staff (ie, a non-manager). For example, the 'staff' web interface shows 'new' and 'open' counts of the queues that the user have ShowQueue/CreateTicket rights to. > > http://wiki.bestpractical.com/index.cgi?HideConfigurationTab >While there is something to be said about having information more disclosed than otherwise within a company, I can see reasons for not making that kind of info available to all RT users in the company ("What's wrong with IT? it has so many new and open tickets. Are they being slackers or what?") > > Is it a problem? >Then again there may be a way to control the information displayed in the web interace that i don't know yet. > > 1) Write own interface for each group of company employees. 2) Hack current interfaces 3) ... >A broader question: is there any "best practice" type of documentation? That is, any documentations on 'typical' configurations for various common usage scenarios? > >thanks in advance > >Pei Ku >ATC >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From Ruslan.Zakirov at acronis.com Fri Dec 3 12:36:04 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 03 Dec 2004 20:36:04 +0300 Subject: [rt-users] Problems with install (like so many others I bet) In-Reply-To: <005a01c4d8a9$75aaffb0$1500a8c0@nettech02> References: <005a01c4d8a9$75aaffb0$1500a8c0@nettech02> Message-ID: <41B0A404.2010601@acronis.com> 1) Next time just ask 2) Apache parse config options line by line and can makes decision and stop before it reaches your config options. config part that you sent is OK, but if you still see content of the RT files, then something defines behaviour for /rt location before apache see other options. Nathan Poole wrote: >Hello list, > >First, my apologies for requesting help with installation, as I'm sure >everything is well documented and it's simply a matter of me overlooking >something. I will however, give myself the limited credit of knowing the >importance of trying things on your own first. My issue now is that I've >spent 2 full work days on this, and my boss is looking for a result. >Currently I have nothing. I wouldn't email if I wasn't desperately looking >for a clue... > >I'm going to list my problem here, and my system details below. Perhaps >this is the same problem everybody has, but I am truly stumped at this >point. > >Problem. >----------- > >In short, when I goto mydomain.com/rt I'm asked to download the file. The >index.html which is in /opt/rt3/share/html. At one point I had the page >displaying properly, but the page was just the meta-refresh which told my >installation was broken and instructed me to setup my apache to handle the >RT::Mason module. I thought that's what I was doing by following the >installation guide. To get the page to stop asking me to download, I had to >changed my to . This let the >page display, but got me no closer to the installation. > >testdeps passes. As does the perl loader in "sbin/". My error log speaks >nothing of missing modules or failed calls to anything related to RT. It >seems I have my server ready to handle this, but I suppose I"m unsure about >how exactly I do that, and what my next step is--maybe the next step is to >take Friday off and get some whiskey. > >Thank you for any suggestions you may have. If anybody is truly bored and >feels like asking questions and offering advice, work still allows ICQ. My >number is 198-240-935. Thanks. > >My system... > >FreeBSD 5.1 >Apache 1.3.31 >mod_perl 1.29 >Perl 5.8.6 >mysql 4.0.17 > >My httpd.conf entry >----------------------------- > >Alias /rt "/opt/rt3/share/html" >AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > >---------------------------------- > >This is inside a previous VirtualHost on that system. > > > > >_______________________________________________ >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 vtwireless.com Fri Dec 3 14:12:53 2004 From: rt at vtwireless.com (Stan) Date: Fri, 03 Dec 2004 14:12:53 -0500 Subject: [rt-users] Resolve ticket updates Message-ID: <41B0BAB5.4050209@vtwireless.com> Often we will close tickets without including information on the resolution (it may have been in a previous comment, or a user reopened a ticket accidentally). How can I make it so RT will only email me the resolution updates if there is content in the ticket? Fri Dec 03 14:11:45 2004: Request 1983 was acted upon. Transaction: Status changed from open to resolved by [USER} Queue: support Subject: (CLI) Client: Delivery Status Notification (Failure) Owner: Nobody Requestors: user at client.com Status: resolved Thanks From murphy at genome.chop.edu Fri Dec 3 14:41:39 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 3 Dec 2004 14:41:39 -0500 Subject: [rt-users] Mail to sales@bestpractical.com bouncing? Message-ID: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> I clicked on the Sales link on the Contact page at bestpractical.com (http://www.bestpractical.com/contact.html), sent an email, and it was bounced (twice) with this message: "Unable to reach destination or recipient is invalid". I report this in case it's a real problem. -Kevin Murphy From sheeri.kritzer at tufts.edu Fri Dec 3 14:48:22 2004 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Fri, 3 Dec 2004 14:48:22 -0500 Subject: [rt-users] RT 3.0.2 to 3.2.2 database migration In-Reply-To: References: Message-ID: <1102103302.41b0c30647ea1@webmail.tufts.edu> Quoting Mike.Frazer at ipay.com: > We're currently running on 3.0.2, have been since that version came out. > It's running on MySQL 3.23.58. We're planning to move to a new system > running RT 3.2.2 and MySQL 4.x. I know there are issues with importing the > RT database from an older version into MySQL 4.1. Are there any issues with > going from 3.23.x to 4.0.x? Also, are there any tools I need to run to > convert the 3.0.2 database to a 3.2.2 database? WRT upgrading MySQL, what issues do you 'know about'? I don't recall having any issues when I upgraded MySQL. As well, every installation comes with upgrade instructions. You'll want to follow those instructions; they'll 'convert' the database for you. (There really isn't a database conversion, just some schema and/or index changes) -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From jesse at bestpractical.com Fri Dec 3 14:57:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Dec 2004 14:57:23 -0500 Subject: [rt-users] Mail to sales@bestpractical.com bouncing? In-Reply-To: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> References: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> Message-ID: <20041203195723.GR11850@pallas.eruditorum.org> On Fri, Dec 03, 2004 at 02:41:39PM -0500, Kevin Murphy wrote: > I clicked on the Sales link on the Contact page at bestpractical.com > (http://www.bestpractical.com/contact.html), sent an email, and it was > bounced (twice) with this message: "Unable to reach destination or > recipient is invalid". > > I report this in case it's a real problem. That's quite strange. Thanks very much for bringing it to our attention, but I'm not actually able to duplicate the issue. If you send mail directly to sales at bestpractical.com do you see the same issue? In any event, feel free to contact me personally off list and I'll make sure that your message gets to the right place. Best, Jesse > > -Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From caleb at earnware.com Fri Dec 3 14:57:32 2004 From: caleb at earnware.com (Caleb Peters) Date: Fri, 3 Dec 2004 11:57:32 -0800 Subject: [rt-users] Request Tracker 3.2 and RTFM 2.0.4 Message-ID: <296880-220041253195732601@earnware.com> Thank you for uploading the newest version of RTFM ----------------- Original message ----------------- From: "Stephen Quinney" To: "Caleb Peters" CC: rt-users at lists.bestpractical.com Date: 12/3/2004 1:08:37 AM Subject: Re: [rt-users] Request Traker 3.2 and RTFM 2.0.4 On Thu, Dec 02, 2004 at 09:18:19AM -0800, Caleb Peters wrote: > Well, I am using the tar file from Best Practical (2.0.4). Am I not > supposed to use that package? I just took that and altered the > Makefile to point to my RT installation. After much trial and error > I was able to get RTFM up and running. I am about to do a clean > installation using my notes from my last try. Is there any reason I > should not use the 2.0.4 package? > There's nothing stopping you doing it the tarball way. I find the use > of Debian packages a lot cleaner and it makes future upgrades much > easier as I know the locations of all the old files. I forgot there > was a version 2.0.4 of rtfm, I have now uploaded the packages for that > into the same web space: > http://www.jadevine.org.uk/request-tracker/ > Stephen Thank you for uploading the newest version of RTFM. I stumbled around a lot and I believe I got it all running using the tarball. While it wasn't the easiest it was a good learning experience. One final question, is there anyway to get RTFM to wrap the text of an article with out having to format the returns manually? As it stands right now whenever an article is created it will just span the text from left to right for eternity in the browser. I have the following in my RT_SiteConfig.pm file: Set($MessageBoxWidth , 72); Set($MessageBoxWrap, "HARD"); This allows me to wrap the text for RT but it does not seem to work for RTFM. Any ideas or suggestions? From sheeri.kritzer at tufts.edu Fri Dec 3 15:00:08 2004 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Fri, 3 Dec 2004 15:00:08 -0500 Subject: [rt-users] RT 3.2.2 and cc/bcc fields Message-ID: <1102104008.41b0c5c8d3036@webmail.tufts.edu> Hey all, I'm testing functionality of RT 3.2.2, and I ran across the problem described here: --------- http://www.gossamer-threads.com/lists/rt/users/14024?search_string=comment%20cc; #14024 Re: CC fields in comment/reply form Remove Highlighting [In reply to] wozz+rt at wookie.net wrote: > From perusing the archives, it would appear that the CC and Bcc fields in the > reply/comment form don't perform any function, and there are no built in > scrips to handle this. Is this correct? If so, where would that data (the > CC and Bcc field contents) be accessible in the transaction (so I could write > my own scrip for it) You want the NotifyOtherRecipients and NotifyOtherRecipientsAsComment scrips. ----------- I added a scrip, and indeed, it worked as I'd like it to (that is, the manual cc and bcc fields send out mail even on a comment). 2 things: 1) In RT 3.0.12 and RT 3.0.11 at least, I didn't need a scrip for this. (Before that, we did need a scrip, according to my own notes). Why did this change, and will it change back again? 2) If this is indeed the way it's going to stay, you may want to get rid of the text that says "Sends a carbon-copy of this update to a comma-delimited list of email addresses. . . " since it's misleading. It won't send unless you have a scrip. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From sheeri.kritzer at tufts.edu Fri Dec 3 15:23:53 2004 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Fri, 3 Dec 2004 15:23:53 -0500 Subject: [rt-users] upgrading RT and its effect on RTFM; RTFM version? Message-ID: <1102105433.41b0cb596682f@webmail.tufts.edu> Hey all, In the docs to upgrade RT 3.2.2. it says to move /opt/rt3 out of the way and basically do a whole new installation when you upgrade. This is sound advice, however, it means that RTFM is also moved out of the way. Is it sane and possible to just copy the old /opt/rt/ /local/po/RTFM /share/html/Callbacks/RTFM /share/html/RTFM /lib/RT/FM to the new one? Or do you HAVE to reinstall RTFM when you upgrade? As well, how does one find out what version of RTFM without going to the code? Is there a page it displays on? (shouldn't there be?) -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From sheeri.kritzer at tufts.edu Fri Dec 3 14:44:16 2004 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Fri, 3 Dec 2004 14:44:16 -0500 Subject: Other minor errors -- Was Re: [rt-users] Mail to sales@bestpractical.com bouncing? In-Reply-To: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> References: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> Message-ID: <1102103056.41b0c210920d1@webmail.tufts.edu> I'll also note that the 404 page on bestpractical.com has been saying BP is recovering from an emergency for *months* now. -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu Quoting Kevin Murphy : > I clicked on the Sales link on the Contact page at bestpractical.com > (http://www.bestpractical.com/contact.html), sent an email, and it was > bounced (twice) with this message: "Unable to reach destination or > recipient is invalid". > > I report this in case it's a real problem. > > -Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From Mike.Frazer at ipay.com Fri Dec 3 15:32:47 2004 From: Mike.Frazer at ipay.com (Mike.Frazer at ipay.com) Date: Fri, 3 Dec 2004 15:32:47 -0500 Subject: [rt-users] RT 3.0.2 to 3.2.2 database migration Message-ID: We aren't going about it in a standard way, really. The "upgrade" is being done on a clean system. The database is the only thing that isn't going to be completely fresh, as it will be backed up from the existing system and imported into MySQL on the new system. I just want to make sure the import is going to bring everything over in the right manner. From the way it sounds, I can still run the upgrade on the DB as long as I import it in its current layout before installation, right? As for the MySQL 4.1 issues, I've seen things regarding the passwords in 4.1. I don't know a whole lot about this, although documentation I've read for 3.2.2 have also mentioned this as being a problem. I think it may have been the install notes that accompanied the installation, I really can't remember offhand. -----Original Message----- From: Sheeri Kritzer [mailto:sheeri.kritzer at tufts.edu] Sent: Friday, December 03, 2004 2:48 PM To: Mike.Frazer at ipay.com Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT 3.0.2 to 3.2.2 database migration Quoting Mike.Frazer at ipay.com: > We're currently running on 3.0.2, have been since that version came out. > It's running on MySQL 3.23.58. We're planning to move to a new system > running RT 3.2.2 and MySQL 4.x. I know there are issues with importing the > RT database from an older version into MySQL 4.1. Are there any issues with > going from 3.23.x to 4.0.x? Also, are there any tools I need to run to > convert the 3.0.2 database to a 3.2.2 database? WRT upgrading MySQL, what issues do you 'know about'? I don't recall having any issues when I upgraded MySQL. As well, every installation comes with upgrade instructions. You'll want to follow those instructions; they'll 'convert' the database for you. (There really isn't a database conversion, just some schema and/or index changes) -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From jesse at bestpractical.com Fri Dec 3 15:33:06 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 3 Dec 2004 15:33:06 -0500 Subject: Other minor errors -- Was Re: [rt-users] Mail to sales@bestpractical.com bouncing? In-Reply-To: <1102103056.41b0c210920d1@webmail.tufts.edu> References: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> <1102103056.41b0c210920d1@webmail.tufts.edu> Message-ID: <20041203203306.GU11850@pallas.eruditorum.org> On Fri, Dec 03, 2004 at 02:44:16PM -0500, Sheeri Kritzer wrote: > I'll also note that the 404 page on bestpractical.com has been saying BP is > recovering from an emergency for *months* now. And actually, it's _still_ the temporary server. The new permanent box is now in the colo rack and we're in the process of the transition to the new box. Jesse From coopermj at muohio.edu Fri Dec 3 15:04:46 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Fri, 3 Dec 2004 15:04:46 -0500 Subject: [rt-users] Mail to sales@bestpractical.com bouncing? In-Reply-To: <20041203195723.GR11850@pallas.eruditorum.org> References: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> <20041203195723.GR11850@pallas.eruditorum.org> Message-ID: <94DB5FAC-4566-11D9-9748-000A95C49134@muohio.edu> (by message, he means money) On Dec 3, 2004, at 2:57 PM, Jesse Vincent wrote: > That's quite strange. Thanks very much for bringing it to our > attention, > but I'm not actually able to duplicate the issue. If you send mail > directly to sales at bestpractical.com do you see the same issue? In any > event, feel free to contact me personally off list and I'll make sure > that your message gets to the right place. > > Best, > Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available URL: From murphy at genome.chop.edu Fri Dec 3 16:07:00 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 3 Dec 2004 16:07:00 -0500 Subject: [rt-users] Mail to sales@bestpractical.com bouncing? In-Reply-To: <20041203195723.GR11850@pallas.eruditorum.org> References: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> <20041203195723.GR11850@pallas.eruditorum.org> Message-ID: <4643D55B-456F-11D9-BBB6-0003930D3626@genome.chop.edu> On Dec 3, 2004, at 2:57 PM, Jesse Vincent wrote: > On Fri, Dec 03, 2004 at 02:41:39PM -0500, Kevin Murphy wrote: >> I sent an email, and it was >> bounced (twice) with this message: "Unable to reach destination > I'm not actually able to duplicate the issue. Just to allay suspicions, the problem was apparently with my mail server. I successfully tried another one. Kevin Murphy From conley at kana.com Fri Dec 3 17:43:37 2004 From: conley at kana.com (Mike Conley) Date: Fri, 3 Dec 2004 14:43:37 -0800 Subject: [rt-users] Can users see all their tickets? Message-ID: <99F40AFE954578458374B14F71A6B06602D5B9D3@KSW-MSG-01.kana.com> Is it possible for a normal non-staff person to send in a few tickets and somehow see their tickets on the web interface? It is possible I'm just missing something, but since they don't have a login/password at this point and the main URL requires this, this can't work. Most of our users are Windows users, so authenticating to AD would be fine. It might be good to have new users get mailed a temporary password (and asked to change it) as well. Anyone have a solution for this? From cducharm at direct-alliance.com Fri Dec 3 19:11:12 2004 From: cducharm at direct-alliance.com (Craig Ducharme) Date: Fri, 3 Dec 2004 17:11:12 -0700 Subject: [rt-users] Problems with Queues Sharing Correspondence Address? Message-ID: <2DA13C2FAC7B48468865DE337A37D62B09C4E30C@mailp1.directalliance.com> Greetings, I have seven queues and would prefer that they all share the same Correspondence Address. I've successfully tested the configuration and was wondering if I could be missing something in the background. My Configuration: - Windows Server 2003 - RT v 3.0.12 o Apache 2.0.51 o Perl 5.8.5 o MySQL 4.1.4 TIA, Craig Ducharme Direct Alliance Corporation Configuration Management Specialist 602.790.5765 Cell 480.446.1483 Direct cducharm at direct-alliance.com www.direct-alliance.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From mksmith at noanet.net Fri Dec 3 20:00:18 2004 From: mksmith at noanet.net (Michael Smith) Date: Fri, 3 Dec 2004 17:00:18 -0800 Subject: [rt-users] RT 3.0.2 to 3.2.2 database migration Message-ID: <6B628149FCE1B543A3AB351A29DC7D8E3F95DB@basilisk.noanet.lan> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Mike.Frazer at ipay.com > Sent: Friday, December 03, 2004 12:33 PM > To: sheeri.kritzer at tufts.edu; Mike.Frazer at ipay.com > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT 3.0.2 to 3.2.2 database migration > > We aren't going about it in a standard way, really. The "upgrade" > is being > done on a clean system. The database is the only thing that isn't > going to > be completely fresh, as it will be backed up from the existing > system and imported into MySQL on the new system. I just want to > make sure the import > is going to bring everything over in the right manner. From the > way it sounds, I can still run the upgrade on the DB as long as I > import it in its > current layout before installation, right? > > As for the MySQL 4.1 issues, I've seen things regarding the > passwords in 4.1. I don't know a whole lot about this, although > documentation I've read > for 3.2.2 have also mentioned this as being a problem. I think it > may have > been the install notes that accompanied the installation, I really > can't remember offhand. http://dev.mysql.com/doc/mysql/en/Old_client.html There's a new encryption method for passwords in 4.1. Mike -----BEGIN PGP SIGNATURE----- Version: PGP 8.1 iQA/AwUBQbEMIpzgx7Y34AxGEQIWlgCdHeWVa/jVV/lpUIN+TLzh9mTg7LwAoL2q YDYQxyp/oIJa1NFt56LxBYRx =CT0v -----END PGP SIGNATURE----- From rickr at rice.edu Fri Dec 3 21:50:11 2004 From: rickr at rice.edu (Rick Russell) Date: Fri, 03 Dec 2004 20:50:11 -0600 Subject: [rt-users] Can users see all their tickets? In-Reply-To: <99F40AFE954578458374B14F71A6B06602D5B9D3@KSW-MSG-01.kana.com> References: <99F40AFE954578458374B14F71A6B06602D5B9D3@KSW-MSG-01.kana.com> Message-ID: <41B125E3.1040503@rice.edu> Mike Conley wrote: > Is it possible for a normal non-staff person to send in a few tickets > and somehow see their tickets on the web interface? It is possible I'm > just missing something, but since they don't have a login/password at > this point and the main URL requires this, this can't work. There is code on the BestPractical WIKI that will generate a random password and send it back to the Requestor when they submit a ticket for the first time. They can then log in and set their own password, etc. It's quite nifty. http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword Rick R. -- => Rick Russell => Rice University Information Technology, Helpdesk Supervisor => For computer help, call xHELP (x4357 or 713-348-4357) => OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu From rt at chaka.net Sat Dec 4 00:14:11 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 4 Dec 2004 00:14:11 -0500 Subject: [rt-users] Mail to sales@bestpractical.com bouncing? In-Reply-To: <94DB5FAC-4566-11D9-9748-000A95C49134@muohio.edu> References: <5A00D95C-4563-11D9-8B57-0003930D3626@genome.chop.edu> <20041203195723.GR11850@pallas.eruditorum.org> <94DB5FAC-4566-11D9-9748-000A95C49134@muohio.edu> Message-ID: <20041204051411.GI11055@chaka.net> Actually, she is trying to send a message, so I'm pretty sure he means that he will forward her _message_ to the appropriate person. On Fri, Dec 03, 2004 at 03:04:46PM -0500, Micah Cooper wrote: > (by message, he means money) > > > On Dec 3, 2004, at 2:57 PM, Jesse Vincent wrote: > > >That's quite strange. Thanks very much for bringing it to our > >attention, > >but I'm not actually able to duplicate the issue. If you send mail > >directly to sales at bestpractical.com do you see the same issue? In any > >event, feel free to contact me personally off list and I'll make sure > >that your message gets to the right place. > > > > Best, > > Jesse > _______________________________________________ > 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 chaka.net Sat Dec 4 00:16:29 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 4 Dec 2004 00:16:29 -0500 Subject: [rt-users] Problems with Queues Sharing Correspondence Address? In-Reply-To: <2DA13C2FAC7B48468865DE337A37D62B09C4E30C@mailp1.directalliance.com> References: <2DA13C2FAC7B48468865DE337A37D62B09C4E30C@mailp1.directalliance.com> Message-ID: <20041204051629.GJ11055@chaka.net> Using different addresses is usually how rt-mailgate knows which queue to sent the message to. On Fri, Dec 03, 2004 at 05:11:12PM -0700, Craig Ducharme wrote: > Greetings, > > > > I have seven queues and would prefer that they all share the same > Correspondence Address. I've successfully tested the configuration and > was wondering if I could be missing something in the background. > > > > > > My Configuration: > > - Windows Server 2003 > > - RT v 3.0.12 > > o Apache 2.0.51 > > o Perl 5.8.5 > > o MySQL 4.1.4 > > > > TIA, > > Craig Ducharme > Direct Alliance Corporation > Configuration Management Specialist > 602.790.5765 Cell > 480.446.1483 Direct > cducharm at direct-alliance.com > www.direct-alliance.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 a.waller at webpoint.at Sat Dec 4 04:20:08 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Sat, 4 Dec 2004 10:20:08 +0100 Subject: [rt-users] Submit Ticket via Mail Message-ID: <200412040920.iB49KAwR018916@fx.webpoint.at> Hi! My RT3 setup is fine. Everything important works. I like it realy because it improves our performance. My question is, if it is possible to put commands in a mail body or header. Something like: Queue=Service Requestor=somoneqsomewhere.at Due=1.1.2005 I think I read some time ago, that this is possible, but I cannot find any hint on that. Can someone tell me where to find that information? Alex. From aharrison at gmail.com Sat Dec 4 16:20:52 2004 From: aharrison at gmail.com (Andy Harrison) Date: Sat, 4 Dec 2004 16:20:52 -0500 Subject: [rt-users] Submit Ticket via Mail In-Reply-To: <200412040920.iB49KAwR018916@fx.webpoint.at> References: <200412040920.iB49KAwR018916@fx.webpoint.at> Message-ID: On Sat, 4 Dec 2004 10:20:08 +0100, Alexander Waller wrote: > Hi! > My RT3 setup is fine. Everything important works. I like it realy because it > improves our performance. > > My question is, if it is possible to put commands in a mail body or header. > Something like: > > Queue=Service > Requestor=somoneqsomewhere.at > Due=1.1.2005 > > I think I read some time ago, that this is possible, but I cannot find any > hint on that. > Can someone tell me where to find that information? > > Alex. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > The queue is obtained from the desination address. The requestor is obtained from the sender's address. Obtaining due date probably wouldn't be that hard. You could use an OnCreate scrip and set DueDate in a user-defined action. This little snippet from lib/RT/Ticket_Overlay.pm ought to put you on the right direction. #TODO we should see what sort of due date we're getting, rather + # than assuming it's in ISO format. #Set the due date. if we didn't get fed one, use the queue default due in my $Due = new RT::Date( $self->CurrentUser ); if ( $args{'Due'} ) { $Due->Set( Format => 'ISO', Value => $args{'Due'} ); } elsif ( $QueueObj->DefaultDueIn ) { $Due->SetToNow; $Due->AddDays( $QueueObj->DefaultDueIn ); } -- Andy Harrison From doublethumb at gmail.com Sun Dec 5 04:36:21 2004 From: doublethumb at gmail.com (T.K Venu) Date: Sun, 5 Dec 2004 09:36:21 +0000 Subject: [rt-users] about rt with ldap Message-ID: <1aa7d456041205013676fd880c@mail.gmail.com> hello i got 1000+ users in my network who use ldap auth. now, i wont rt should lookup for users in ldap service insted of local user in rt how? is their any ldap support for rt? venu The doublethumb... From rt at tmtm.com Sun Dec 5 05:39:40 2004 From: rt at tmtm.com (Tony Bowden) Date: Sun, 5 Dec 2004 10:39:40 +0000 Subject: [rt-users] Open Overdue Tickets Message-ID: <20041205103940.GA19452@soto.kasei.com> I'd like to write a simple cron job to auto-set all overdue stalled tickets back to Open. This seems like it should be fairly simple, but I'm falling down somewhat. I would expect this to be something like: rt-crontool --search RT::Search::ActiveTicketsInQueue \ --search-arg support \ --condition RT::Condition::Overdue \ --condition-arg \ --action RT::Action::SetStatus \ --action-arg open However, there is no RT::Action::SetStatus. Now, I believe that this would be fairly trivial to write (very much like RT::Action::SetPriority), except I find it difficult to believe that there isn't something shipped with RT that does this, leading me to think I must be looking in the wrong place. Do I really need to write RT::Action::SetStatus, or should I be doing something else? Tony From aharrison at gmail.com Sun Dec 5 10:10:14 2004 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 5 Dec 2004 10:10:14 -0500 Subject: [rt-users] about rt with ldap In-Reply-To: <1aa7d456041205013676fd880c@mail.gmail.com> References: <1aa7d456041205013676fd880c@mail.gmail.com> Message-ID: On Sun, 5 Dec 2004 09:36:21 +0000, T.K Venu wrote: > hello > i got 1000+ users in my network > who use ldap auth. > now, i wont rt should lookup for users in ldap service > insted of local user in rt > how? is their any ldap support for rt? > This should get you going in the right direction. http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo -- Andy Harrison From aharrison at gmail.com Sun Dec 5 10:44:13 2004 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 5 Dec 2004 10:44:13 -0500 Subject: [rt-users] Open Overdue Tickets In-Reply-To: <20041205103940.GA19452@soto.kasei.com> References: <20041205103940.GA19452@soto.kasei.com> Message-ID: On Sun, 5 Dec 2004 10:39:40 +0000, Tony Bowden wrote: > > I'd like to write a simple cron job to auto-set all overdue stalled > tickets back to Open. > > This seems like it should be fairly simple, but I'm falling down > somewhat. > > I would expect this to be something like: > > rt-crontool --search RT::Search::ActiveTicketsInQueue \ > --search-arg support \ > --condition RT::Condition::Overdue \ > --condition-arg \ > --action RT::Action::SetStatus \ > --action-arg open > > However, there is no RT::Action::SetStatus. RT::Action::AutoOpen should do what you want. But if the ticket is stalled for a reason, simply changing it to Open isn't going to change the reason it was stalled. Increase the priority so that important tickets that are stalled get the attention they need. -- Andy Harrison From rt at tmtm.com Sun Dec 5 11:03:04 2004 From: rt at tmtm.com (Tony Bowden) Date: Sun, 5 Dec 2004 16:03:04 +0000 Subject: [rt-users] Open Overdue Tickets In-Reply-To: References: <20041205103940.GA19452@soto.kasei.com> Message-ID: <20041205160304.GA8772@soto.kasei.com> On Sun, Dec 05, 2004 at 10:44:13AM -0500, Andy Harrison wrote: > On Sun, 5 Dec 2004 10:39:40 +0000, Tony Bowden wrote: > > I'd like to write a simple cron job to auto-set all overdue stalled > > tickets back to Open. > > However, there is no RT::Action::SetStatus. > RT::Action::AutoOpen should do what you want. Well, I'm not sure I want a comment saying "auto-opened on incoming correspondence". And what about the times when I want to set to New or Stalled from cron? > But if the ticket is stalled for a reason, simply changing it to Open > isn't going to change the reason it was stalled. Increase the > priority so that important tickets that are stalled get the attention > they need. That's not the way our workflow deals with this. Every ticket that is stalled has a date to 're-visit' the ticket. It's generally used when we respond to a customer and want to set a follow-up date in case the customer doesn't respond. The ticket will get attention again if (a) the customer responds (which will open the ticket), or (b) the Due Date arrives, in which case this cron job will re-open it. Tony From rickm at 3d3.com Sun Dec 5 17:33:45 2004 From: rickm at 3d3.com (Rick Measham) Date: Mon, 06 Dec 2004 09:33:45 +1100 Subject: [rt-users] Threaded RTFM Message-ID: <1102286025.2806.402.camel@rickm.local> Has anyone created, seen or even thought about having threaded Classes in FM? At the moment, my classes look like: Version 4: Importing Data Version 4: Installation ... Version 5: Importing Data ... Version 6: Importing Data And so every new version the class list gets longer and longer. I'd prefer to have it threaded so that I see: Version 4 Version 5 Version 6 And then after selecting 'Version 5' Version 4 Version 5 Importing Data Installation Version 6 If there's already no work been done on this, I think I'll create a DHTML hack that splits the classes on the first colon. That will mean that the class names are all stored the same way as presently, but when they're displayed they appear threaded. All and any thoughts are most welcome. Cheers! Rick Measham -------------- 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 Sun Dec 5 17:48:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 5 Dec 2004 17:48:40 -0500 Subject: [rt-users] Threaded RTFM In-Reply-To: <1102286025.2806.402.camel@rickm.local> References: <1102286025.2806.402.camel@rickm.local> Message-ID: <20041205224840.GE11850@pallas.eruditorum.org> On Mon, Dec 06, 2004 at 09:33:45AM +1100, Rick Measham wrote: > Has anyone created, seen or even thought about having threaded Classes > in FM? You might want to look at the topic hierarchy in RTFM 1.1. From aharrison at gmail.com Sun Dec 5 18:01:35 2004 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 5 Dec 2004 18:01:35 -0500 Subject: [rt-users] Open Overdue Tickets In-Reply-To: <20041205160304.GA8772@soto.kasei.com> References: <20041205103940.GA19452@soto.kasei.com> <20041205160304.GA8772@soto.kasei.com> Message-ID: > > RT::Action::AutoOpen should do what you want. > > Well, I'm not sure I want a comment saying "auto-opened on incoming > correspondence". And what about the times when I want to set to New or > Stalled from cron? Copy /lib/RT/Action/AutoOpen.pm to /local/lib/RT/Action/ and change it to suit your needs. You could also use that as an example and make new actions for AutoSetStall or AutoSetNew or something. > > But if the ticket is stalled for a reason, simply changing it to Open > > isn't going to change the reason it was stalled. Increase the > > priority so that important tickets that are stalled get the attention > > they need. > > That's not the way our workflow deals with this. Every ticket that is > stalled has a date to 're-visit' the ticket. It's generally used when we > respond to a customer and want to set a follow-up date in case the > customer doesn't respond. The ticket will get attention again if (a) the > customer responds (which will open the ticket), or (b) the Due Date > arrives, in which case this cron job will re-open it. You could just have it notify appropriately when the due date arrives. Example: ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg "Queue = 38 AND Status != 'resolved' AND Status != 'rejected' and due < 1000 " --action RT::Action::SetPriority --action-arg 60 Just change the action to use RT::Action::Notify. -- Andy Harrison From rt at tmtm.com Sun Dec 5 18:37:58 2004 From: rt at tmtm.com (Tony Bowden) Date: Sun, 5 Dec 2004 23:37:58 +0000 Subject: [rt-users] Open Overdue Tickets In-Reply-To: References: <20041205103940.GA19452@soto.kasei.com> <20041205160304.GA8772@soto.kasei.com> Message-ID: <20041205233758.GA19723@soto.kasei.com> On Sun, Dec 05, 2004 at 06:01:35PM -0500, Andy Harrison wrote: > /local/lib/RT/Action/ and change it to suit your needs. You > could also use that as an example and make new actions for > AutoSetStall or AutoSetNew or something. *nod*. As I said originally, Action/SetStatus isn't hard to write. I was just surprised it didn't already exist and thought perhaps I was missing something. I'll go ahead and write it, but I think it shoul dbe something that gets shipped by default. > You could just have it notify appropriately when the due date arrives. > Example: > ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg > "Queue = 38 AND Status != 'resolved' AND Status != 'rejected' and due > < 1000 " --action > RT::Action::SetPriority --action-arg 60 > That doesn't meet our business requirements. Thanks, Tony From Jean-Michel.Barbet at subatech.in2p3.fr Mon Dec 6 04:08:10 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Mon, 06 Dec 2004 10:08:10 +0100 Subject: [rt-users] Choice of platform Message-ID: <41B4217A.6090706@subatech.in2p3.fr> Hi, I have been tested RT for 2-3 months and want to put it in production. I made the tests on Fedora Core 2 which comes with perl >= 5.8.3. Works well. Now our preferred platform is Scientific Linux 3.02 which is based on RedHat Enterprise Linux RHEL3 update 2. I could also use the new version based on RHEL3 update 3. The problem is that perl on RHEL3 is 5.8.0. I tried to upgrade it by rebuilding Fedora Core 2 perl SRPMS packages on SL. I came accross many problems (mod_perl not working, etc...). The whole thing seems unstable now. I have several possibilities now and I am asking for advice : a) Re-install Scientific Linux without perl if possible and add perl an mod_perl later based on FC2 SRPMS packages like I did. This is mostly what I tried already but starting without perl installed. But I am afraid this could cause problems later when updating packages... b) Use a Fedora Core 2 platform like I did. I need an additional machine for RT only because this platform cannot be shared with other applications I have on SL. c) Use RPM packages for RHEL. Theses packages are RT V3.0.10-3. Here, the question is : what are the differences between RT 3.2 (tarball edition) and RT 3.0.10-3 in theses packages ? Thanks. Jean-Michel BARBET. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From elacour at easter-eggs.com Mon Dec 6 06:16:48 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 6 Dec 2004 12:16:48 +0100 Subject: [rt-users] Choice of platform In-Reply-To: <41B4217A.6090706@subatech.in2p3.fr> References: <41B4217A.6090706@subatech.in2p3.fr> Message-ID: <20041206111648.GA26222@easter-eggs.com> On Mon, Dec 06, 2004 at 10:08:10AM +0100, Jean-Michel Barbet wrote: > Hi, > [...] > c) Use RPM packages for RHEL. Theses packages are RT V3.0.10-3. > Here, the question is : what are the differences between RT 3.2 > (tarball edition) and RT 3.0.10-3 in theses packages ? > d) Put your RT in something like /opt/rt and a dedicated self compiled perl in /opt/rt/perl That's what I did on Debian Woody ;) -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From nixon at nsc.liu.se Mon Dec 6 07:14:09 2004 From: nixon at nsc.liu.se (Leif Nixon) Date: Mon, 06 Dec 2004 13:14:09 +0100 Subject: [rt-users] Choice of platform In-Reply-To: <20041206111648.GA26222@easter-eggs.com> (Emmanuel Lacour's message of "Mon, 6 Dec 2004 12:16:48 +0100") References: <41B4217A.6090706@subatech.in2p3.fr> <20041206111648.GA26222@easter-eggs.com> Message-ID: <871xe3wrn2.fsf@nsc.liu.se> Emmanuel Lacour writes: > d) Put your RT in something like /opt/rt and a dedicated self compiled > perl in /opt/rt/perl > > That's what I did on Debian Woody ;) That's my approach, too. RT has so many perl dependencies that I prefer to give it its own perl installation to play with... -- Leif Nixon Systems expert ------------------------------------------------------------ National Supercomputer Centre Linkoping University ------------------------------------------------------------ From Jean-Michel.Barbet at subatech.in2p3.fr Mon Dec 6 07:57:47 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Mon, 06 Dec 2004 13:57:47 +0100 Subject: [rt-users] Choice of platform In-Reply-To: <871xe3wrn2.fsf@nsc.liu.se> References: <41B4217A.6090706@subatech.in2p3.fr> <20041206111648.GA26222@easter-eggs.com> <871xe3wrn2.fsf@nsc.liu.se> Message-ID: <41B4574B.7030201@subatech.in2p3.fr> Leif Nixon wrote: > Emmanuel Lacour writes: > > >>d) Put your RT in something like /opt/rt and a dedicated self compiled >> perl in /opt/rt/perl >> >>That's what I did on Debian Woody ;) > > > That's my approach, too. RT has so many perl dependencies that I prefer > to give it its own perl installation to play with... Thanks to you both, In this case, I suppose the modules downloaded and compiled from CPAN with the fixdeps script would go in the /opt/rt/perl hierarchy. Right ? JM -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From rcoleman at interpublic.com Mon Dec 6 08:59:10 2004 From: rcoleman at interpublic.com (Rebecca Coleman) Date: Mon, 6 Dec 2004 08:59:10 -0500 Subject: [rt-users] Rt-mailgate timeout setting? Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3D14@nt25.interpublic.com> Anyone know if rt-mailgate has a timeout setting? This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Mike.Frazer at ipay.com Mon Dec 6 09:19:17 2004 From: Mike.Frazer at ipay.com (Mike.Frazer at ipay.com) Date: Mon, 6 Dec 2004 09:19:17 -0500 Subject: [rt-users] RT 3.0.2 to 3.2.2 database migration Message-ID: Is this not an RT issue then? I know RT was using a Base64-encoded MD5 hash, and I was unaware that it was using any internal MySQL functions to derive this password. -----Original Message----- From: Michael Smith [mailto:mksmith at noanet.net] Sent: Friday, December 03, 2004 8:00 PM To: Mike.Frazer at ipay.com; sheeri.kritzer at tufts.edu Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT 3.0.2 to 3.2.2 database migration -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Mike.Frazer at ipay.com > Sent: Friday, December 03, 2004 12:33 PM > To: sheeri.kritzer at tufts.edu; Mike.Frazer at ipay.com > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT 3.0.2 to 3.2.2 database migration > > We aren't going about it in a standard way, really. The "upgrade" > is being > done on a clean system. The database is the only thing that isn't > going to > be completely fresh, as it will be backed up from the existing > system and imported into MySQL on the new system. I just want to > make sure the import > is going to bring everything over in the right manner. From the > way it sounds, I can still run the upgrade on the DB as long as I > import it in its > current layout before installation, right? > > As for the MySQL 4.1 issues, I've seen things regarding the > passwords in 4.1. I don't know a whole lot about this, although > documentation I've read > for 3.2.2 have also mentioned this as being a problem. I think it > may have > been the install notes that accompanied the installation, I really > can't remember offhand. http://dev.mysql.com/doc/mysql/en/Old_client.html There's a new encryption method for passwords in 4.1. Mike -----BEGIN PGP SIGNATURE----- Version: PGP 8.1 iQA/AwUBQbEMIpzgx7Y34AxGEQIWlgCdHeWVa/jVV/lpUIN+TLzh9mTg7LwAoL2q YDYQxyp/oIJa1NFt56LxBYRx =CT0v -----END PGP SIGNATURE----- From Ruslan.Zakirov at acronis.com Mon Dec 6 09:26:45 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 06 Dec 2004 17:26:45 +0300 Subject: [rt-users] Rt-mailgate timeout setting? In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3D14@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3D14@nt25.interpublic.com> Message-ID: <41B46C25.3090104@acronis.com> Rebecca Coleman wrote: > Anyone know if rt-mailgate has a timeout setting? 1) LWP timeout, by default 180sec. you can set it with option 'timeout' of the rt-mailgate command line script. 2) Because rt-mailgate script connect to HTTP server then if you server has timeout and RT doesn't create ticket in time then Apache would throw 500(SERVER_ERROR) to client(rt-mailgate script). > > > This message contains information which may be confidential and > privileged. Unless you are the intended recipient (or authorized to > receive this message for the intended recipient), you may not use, copy, > disseminate or disclose to anyone the message or any information > contained in the message. If you have received the message in error, > please advise the sender by reply e-mail, and delete the message. Thank > you very much. > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From msubs at philips.org.uk Mon Dec 6 09:26:36 2004 From: msubs at philips.org.uk (Matt Jennings) Date: Mon, 06 Dec 2004 14:26:36 +0000 Subject: [rt-users] Re: Postgres "invalid input syntax for integer" errors In-Reply-To: <1094645889.19972.106.camel@m6> References: <1094645889.19972.106.camel@m6> Message-ID: <1102343196.6099.28.camel@m53.philips.org.uk> RT 3.2.2 / DBIx::SearchBuilder 1.15 (latest from CPAN) / Postgres 7.4.1 Example message: Sep 8 12:21:21 RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" Has the invalid value ("") for integer fields on postgres issue been resolved in 3.2 series (or in a CVS version)? We still encounter these messages occasionally followed by a failed ACL query; seemingly less often with the newer SearchBuilder. The messages do not seem to affect functionality but are concerning nonetheless. The last time I saw such an error in RT itself was when creating a queue, it occurred if the priority or other integer fields of the Queue were left as the defaults. I've just installed the rt3-statistics package from contrib and have encountered more such messages, this time they seem to stop the stats pages from being displayed. Log below. Like the previous poster I can find on this topic I've looked through the mailing list archives and STW but can't seem to find any resolution for this issue nor am I familiar enough with the RT and related code yet to look into this. Regards, Matt Jennings Log: Dec 6 13:57:01 myserver RT: Trying to check RT::Queue rights for an unspecified RT::Queue at /opt/rt3/lib/RT/Principal_Overlay.pm line 376 ^IRT::Principal::HasRight('RT::Principal=HASH (0x9e9daa8)','Object','RT::Queu e=HASH(0x9ed8760)','Right','SeeQueue') called at /opt/rt3/lib/RT/User_Overlay.pm line 1476 ^IRT::User::HasRight('RT::User=HASH(0x9f09de0)','Object','RT::Queue=HASH (0x9 ed8760)','Right','SeeQueue') called at /opt/rt3/lib/RT/CurrentUser.pm line 338 ^IRT::CurrentUser::HasRight('RT::CurrentUser=HASH (0x9ec5344)','Object','RT:: Queue=HASH(0x9ed8760)','Right','SeeQueue') called at /opt/rt3/lib/RT/Queue_Overlay.pm line 1066 ^IRT::Queue::HasRight('RT::Queue=HASH (0x9ed8760)','Principal','RT::CurrentUs er=HASH(0x9ec5344)','Right','SeeQueue') called at /opt/rt3/lib/RT/Queue_Overlay.pm line 1032 ^IRT::Queue::CurrentUserHasRight('RT::Queue=HASH(0x9ed8760)','SeeQueue') called at /opt/rt3/local/html/Statistics/CallsMultiQueue/index.html line 21 ^IHTML::Mason::Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Compon Dec 6 13:57:01 myserver RT: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) Dec 6 13:57:01 myserver RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 475. (/opt/rt3/lib/RT.pm:269) Dec 6 13:57:01 myserver RT: RT::Handle=HASH(0x9909944) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '24' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 489. (/opt/rt3/lib/RT.pm:269) Dec 6 13:57:01 myserver RT: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "" at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 475. (/opt/rt3/lib/RT.pm:269) Dec 6 13:57:01 myserver RT: RT::Handle=HASH(0x9909944) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '24' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '')) AND ( ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 0) ) AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') LIMIT 1' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 489. (/opt/rt3/lib/RT.pm:269) From rt at chaka.net Mon Dec 6 09:33:09 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 6 Dec 2004 09:33:09 -0500 Subject: [rt-users] Choice of platform In-Reply-To: <41B4574B.7030201@subatech.in2p3.fr> References: <41B4217A.6090706@subatech.in2p3.fr> <20041206111648.GA26222@easter-eggs.com> <871xe3wrn2.fsf@nsc.liu.se> <41B4574B.7030201@subatech.in2p3.fr> Message-ID: <20041206143309.GK11055@chaka.net> Right, and that will happen automatically if fixdeps is using the right perl. On Mon, Dec 06, 2004 at 01:57:47PM +0100, Jean-Michel Barbet wrote: > Leif Nixon wrote: > >Emmanuel Lacour writes: > > > > > >>d) Put your RT in something like /opt/rt and a dedicated self compiled > >> perl in /opt/rt/perl > >> > >>That's what I did on Debian Woody ;) > > > > > >That's my approach, too. RT has so many perl dependencies that I prefer > >to give it its own perl installation to play with... > > Thanks to you both, > > In this case, I suppose the modules downloaded and compiled from > CPAN with the fixdeps script would go in the /opt/rt/perl hierarchy. > Right ? > > JM > > -- > ------------------------------------------------------------------------ > Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 > Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 > CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr > ------------------------------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From vakumar at blackrock.com Mon Dec 6 10:15:42 2004 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Mon, 6 Dec 2004 10:15:42 -0500 Subject: [rt-users] Customizing Limit CustomFields Message-ID: Hi, We are migrating from RT 3.0.8 to 3.2.2. In 3.0.8, we had some code in RT::Interface::Web's ProcessSearchQuery method. Our code would take certain custom fields and massage the data being stored in the custom field before a search is done. We implemented the changes by creating a Web_Local.pm and overriding the ProcessSearchQuery method there (in the section where custom fields are processed). However, in 3.2.2 during a search, the RT::Tickets' _CustomFieldLimit() method seems to be used instead to process custom fields. Therefore, I need to override _CustomFieldLimit, but if I create a Tickets_Local.pm and override _CustomFieldLimit there, it does not get picked up. This is because: - The order in which the modules get loaded are: Tickets.pm, Tickets_Overlay.pm, Tickets_Overlay_SQL.pm , and finally Tickets_Local.pm. - Tickets_Overlay.pm defines a hash of references to limit functions (%dispatch) - Tickets_Overlay_SQL.pm gets makes a COPY of this hash - By the time Tickets_Local.pm is loaded, Tickets_Overlay_SQL.pm already has a version of the hash (%dispatch) that points to the version of _CustomFieldLimit that exists in Tickets_Overlay.pm I can get my changes to work properly by making the changes right into Tickets_Overlay.pm, but obviously it will cause difficulties during migration, and therefore I would prefer to do it cleanly (by overriding the _CustomFieldLimit function in a ..Local.pm file). Any suggestions on how I can override _CustomFieldLimit cleanly? Thanks. Vasanth From rrivera at comtex.com Mon Dec 6 10:36:43 2004 From: rrivera at comtex.com (Rimbert Rivera) Date: Mon, 6 Dec 2004 09:36:43 -0600 Subject: [rt-users] Adding custom status fields - failed Message-ID: Do the custom status show up in ticket detail? If it does, then chances are you're just not seeing it in some "views". I had the same problem until I realized the "views" were actually search queries and the queries did not include the custom status I created. What I did was to customize those queries to include the custom status in the search. - Rim Rimbert Rivera Manager, Information Technology COMTEX News Network rrivera at comtex.com (703) 820-2000 Discover more about COMTEX at: http://www.comtex.com/ This e-mail is intended solely for the person or entity to which it is addressed and may contain confidential and/or privileged information. Any review, dissemination, copying, printing or other use of this e-mail by persons or entities other than the addressee is prohibited. If you have received this e-mail in error, please contact the sender immediately and delete the material from any computer. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Cahill Sent: Thursday, November 18, 2004 10:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Adding custom status fields - failed Hello, I searched through the old archives as suggested and found a message from May 20, 2004. It said to create a file in /opt/rt3/local/lib/RT/ called Queue_Local.pm with the following content: # Queue_Local.pm @ACTIVE_STATUS =3D qw(new open stalled onhold intesting); @INACTIVE_STATUS =3D qw(resolved rejected deleted); @STATUS =3D (@ACTIVE_STATUS, @INACTIVE_STATUS); 1; # the file needs to end with this I added it, and when I restarted the web server (Apache on SuSe 8.0), it complained about the "3D"s, so I removed them, restarted again, and everything compiled fine. Problem is, the statuses I added do not show up once I relogin to RT. Any idea what this issue(s) is/are? Again, I'm running RT 3.0.4 -Chris. --- [This E-mail was scanned for viruses by Declude Virus Detection Software [mail.irpweb.net]] _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From murphy at genome.chop.edu Mon Dec 6 11:03:03 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 6 Dec 2004 11:03:03 -0500 Subject: [rt-users] schedule for RT 3.2.3? Message-ID: <4F5A12D9-47A0-11D9-B716-0003930D3626@genome.chop.edu> Just wondering how 3.2.3 is looking. I thought the first release candidate was going to appear last Monday .... Kevin Murphy From netmunky at gmail.com Mon Dec 6 12:33:58 2004 From: netmunky at gmail.com (Gavin Hanover) Date: Mon, 6 Dec 2004 13:33:58 -0400 Subject: [rt-users] 404 problem Message-ID: I got through the normal installation without too much hastle (upgrading mysql rpms and rebuilding DBD::mysql got rid of initialize-database errors) Apache has been configured, and from what I can tell should be working, but every .html file gives me 404. Other types files (such as http://.../NoAuth/images/squares_blue.gif) work fine. Apache access_log simply says 404, error_log has no entries (LogLevel debug), and there are no rt.log files. .... - - [06/Dec/2004:13:29:54 -0800] "GET / HTTP/1.1" 404 295 "-" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; .NET CLR 1.1.4322)" if i create .htaccess Options Indexes, and rename index.html, i can see a directory list of the proper DocumentRoot, and click on the renamed index.html, yet it still throws 404 for whatever .html file i click on. using standalone_httpd, i get the following: System error error: could not find component for initial path '/' context: ... 162: if (UNIVERSAL::isa($self->{request_args}, 'HASH')) { 163: $self->{request_args} = [%{$self->{request_args}}]; 164: } 165: $self->{count} = ++$self->{interp}{request_count}; 166: $self->_initialize; 167: return $self; 168: } 169: 170: # in the future this method may do something completely different but ... code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:216 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:127 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:76 standalone_httpd:126 standalone_httpd:62 raw error could not find component for initial path '/' Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 225 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x99327f8)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 166 HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode', 'output', 'error_format', 'html', 'autoflush', 1, 'cgi_request', 'HTML::Mason::FakeApache=HASH(0x992bb70)', 'out_method', 'CODE(0x992bb34)', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265 Class::Container::call_method('HTML::Mason::Interp=HASH(0x9865a60)', 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343 Class::Container::create_delayed_object('interp', 'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 222 HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 216 HTML::Mason::Interp::exec(undef, undef) 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(0x984ea60)', 'HASH(0x99051e8)') 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(0x984ea60)', 'CGI=HASH(0x98c4224)') called at standalone_httpd line 126 eval {...} at standalone_httpd line 126 RT::Mason::main_loop(8080) called at standalone_httpd line 62 Some other information: cjl:~ # rpm -q mod_perl mod_perl-1.27-50 cjl:~ # rpm -q apache apache-1.3.26-163 cjl:~ # rpm -q -a | grep -i mysql MySQL-shared-compat-4.1.7-0 MySQL-client-4.1.7-0 MySQL-devel-4.1.7-0 MySQL-server-4.1.7-0 ServerName .... DocumentRoot /srv/rt3/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason LogLevel debug CustomLog /var/log/httpd/support-access_log combined ErrorLog /var/log/httpd/support-error_log according to make testdeps, i have all required dependancies. any help would be appreciated. Gavin -- In God we trust, Everyone else must have an x.509 certificate. From jesse at bestpractical.com Mon Dec 6 13:26:09 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Dec 2004 13:26:09 -0500 Subject: [rt-users] Customizing Limit CustomFields In-Reply-To: References: Message-ID: <20041206182609.GK11850@pallas.eruditorum.org> Vasanth, Options for getting RT to do the right thing include: * Updating the hash that Tickets_Overlay_SQL uses to do dispatch * Modifying the hash to call by name rather than ref * Modifying the hash to initialize at runtime. (Be careful of the possible performance implications of this) Jesse From jesse at bestpractical.com Mon Dec 6 13:31:10 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Dec 2004 13:31:10 -0500 Subject: [rt-users] schedule for RT 3.2.3? In-Reply-To: <4F5A12D9-47A0-11D9-B716-0003930D3626@genome.chop.edu> References: <4F5A12D9-47A0-11D9-B716-0003930D3626@genome.chop.edu> Message-ID: <20041206183110.GL11850@pallas.eruditorum.org> On Mon, Dec 06, 2004 at 11:03:03AM -0500, Kevin Murphy wrote: > Just wondering how 3.2.3 is looking. I thought the first release > candidate was going to appear last Monday .... As often happens at a small company, "other stuff came up" (much of it having to do with getting 3.4 ready to go out the door. 3.2.3 was _going_ to go out with the broken bulk update of custom fields functionality disabled. But Todd's sent us a nice patch to add back working bulk update of custom fields. Since it doesn't come with a test script, it's waiting on someone (either me, one of my folks or someone on the lists) testing out the patch. Jesse > Kevin Murphy > > _______________________________________________ > 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 Dec 6 13:43:43 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Dec 2004 13:43:43 -0500 Subject: [rt-users] Re: Postgres "invalid input syntax for integer" errors In-Reply-To: <1102343196.6099.28.camel@m53.philips.org.uk> References: <1094645889.19972.106.camel@m6> <1102343196.6099.28.camel@m53.philips.org.uk> Message-ID: <20041206184343.GO11850@pallas.eruditorum.org> > Has the invalid value ("") for integer fields on postgres issue been > resolved in 3.2 series (or in a CVS version)? I know the behaviour has been improved. I expect to get 3.2.3RC1 out "soon" and I'd love to hear if that resolves the issue for it. > The last time I saw such an error in RT itself was when creating a > queue, it occurred if the priority or other integer fields of the Queue > were left as the defaults. That's the sort of thing we like to see in bug reports. Thanks! > I've just installed the rt3-statistics package from contrib and have > encountered more such messages, this time they seem to stop the stats > pages from being displayed. The stats package doesn't go through the RT API for everything if I recall correctly. That means that it doesn't take advantage of any bulletproofing we do against such probelms. MySQL (And possibly earlier versions of Pg) would automatically convert an integer field of "" to "0". Current versions of postgres are very strict about the SQL standard and throw errors to get you to fix your mistakes, rather than interpreting what you mean and just running with it. The failed acl check does fail to _deny_, so this isn't a security issue per se, but one that I would like to fix if 3.2.3 doesn't already. Jesse From rt at chaka.net Mon Dec 6 13:03:56 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 6 Dec 2004 13:03:56 -0500 Subject: [rt-users] schedule for RT 3.2.3? In-Reply-To: <20041206183110.GL11850@pallas.eruditorum.org> References: <4F5A12D9-47A0-11D9-B716-0003930D3626@genome.chop.edu> <20041206183110.GL11850@pallas.eruditorum.org> Message-ID: <20041206180356.GL11055@chaka.net> :) Want to point me at how to test web interface code? Do RT's tests actaully pretend to be a browser? Or, do you just me in-line tests for Web.pm? On Mon, Dec 06, 2004 at 01:31:10PM -0500, Jesse Vincent wrote: > > > > On Mon, Dec 06, 2004 at 11:03:03AM -0500, Kevin Murphy wrote: > > Just wondering how 3.2.3 is looking. I thought the first release > > candidate was going to appear last Monday .... > > As often happens at a small company, "other stuff came up" (much of it > having to do with getting 3.4 ready to go out the door. > > 3.2.3 was _going_ to go out with the broken bulk update of custom fields > functionality disabled. But Todd's sent us a nice patch to add back > working bulk update of custom fields. Since it doesn't come with a test > script, it's waiting on someone (either me, one of my folks or someone > on the lists) testing out the patch. > > Jesse > > > Kevin Murphy > > > > _______________________________________________ > > 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 jesse at bestpractical.com Mon Dec 6 13:48:08 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 6 Dec 2004 13:48:08 -0500 Subject: [rt-users] schedule for RT 3.2.3? In-Reply-To: <20041206180356.GL11055@chaka.net> References: <4F5A12D9-47A0-11D9-B716-0003930D3626@genome.chop.edu> <20041206183110.GL11850@pallas.eruditorum.org> <20041206180356.GL11055@chaka.net> Message-ID: <20041206184808.GP11850@pallas.eruditorum.org> On Mon, Dec 06, 2004 at 01:03:56PM -0500, Todd Chapman wrote: > :) > > Want to point me at how to test web interface code? Do RT's > tests actaully pretend to be a browser? Web testing is getting much less painful than it used to be. The current gold standard for RT web testing is lib/t/08_web_cf.pl.in in the RT 3.3 distribution. It adds a new dependency when running the test suite, but another dependency in the "DEVEL" section isn't a big deal as it's not required by end-users. Best, Jesse From les at futuresource.com Mon Dec 6 13:49:19 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 06 Dec 2004 12:49:19 -0600 Subject: [rt-users] Choice of platform In-Reply-To: <41B4217A.6090706@subatech.in2p3.fr> References: <41B4217A.6090706@subatech.in2p3.fr> Message-ID: <1102358959.24432.37.camel@moola.futuresource.com> On Mon, 2004-12-06 at 03:08, Jean-Michel Barbet wrote: > b) Use a Fedora Core 2 platform like I did. I need an additional > machine for RT only because this platform cannot be shared with > other applications I have on SL. That's the easiest, of course. especially if you already have the box. You could put the sql server elsewhere if the RT box does not have a good disk system. or d) Compile your own perl for RT, but switch to fastcgi so you don't have to deal with rebuilding apache/mod_perl and installing all the Apache:: modules. --- Les Mikesell les at futuresource.com From aharrison at gmail.com Mon Dec 6 15:26:18 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 6 Dec 2004 15:26:18 -0500 Subject: [rt-users] 404 problem In-Reply-To: References: Message-ID: On Mon, 6 Dec 2004 13:33:58 -0400, Gavin Hanover wrote: > code stack: /usr/lib/perl5/site_perl/****---->5.8.0<----****/HTML/Mason/Request.pm:166 Step 1, upgrade your perl. -- Andy Harrison From Ruslan.Zakirov at acronis.com Mon Dec 6 15:35:48 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 06 Dec 2004 23:35:48 +0300 Subject: [rt-users] 404 problem In-Reply-To: References: Message-ID: <41B4C2A4.8060907@acronis.com> IMHO you didn't install RT properly. You try to run RT in /srv/rt3/html but installed it into different location. Gavin Hanover wrote: > I got through the normal installation without too much hastle > (upgrading mysql rpms and rebuilding DBD::mysql got rid of > initialize-database errors) > Apache has been configured, and from what I can tell should be > working, but every .html file gives me 404. Other types files (such as > http://.../NoAuth/images/squares_blue.gif) work fine. > Apache access_log simply says 404, error_log has no entries (LogLevel > debug), and there are no rt.log files. > .... - - [06/Dec/2004:13:29:54 -0800] "GET / HTTP/1.1" 404 295 "-" > "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; .NET CLR > 1.1.4322)" > if i create .htaccess Options Indexes, and rename index.html, i can > see a directory list of the proper DocumentRoot, and click on the > renamed index.html, yet it still throws 404 for whatever .html file i > click on. > > using standalone_httpd, i get the following: > System error > > error: could not find component for initial path '/' > > context: ... > 162: if (UNIVERSAL::isa($self->{request_args}, 'HASH')) { > 163: $self->{request_args} = [%{$self->{request_args}}]; > 164: } > 165: $self->{count} = ++$self->{interp}{request_count}; > 166: $self->_initialize; > 167: return $self; > 168: } > 169: > 170: # in the future this method may do something completely different but > ... > > code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:216 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:127 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:76 > standalone_httpd:126 > standalone_httpd:62 > > raw error > > could not find component for initial path '/' > > Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 225 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 > HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x99327f8)') > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line > 166 > HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode', > 'output', 'error_format', 'html', 'autoflush', 1, 'cgi_request', > 'HTML::Mason::FakeApache=HASH(0x992bb70)', 'out_method', > 'CODE(0x992bb34)', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > 'HASH(0x992bc84)') called at > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265 > Class::Container::call_method('HTML::Mason::Interp=HASH(0x9865a60)', > 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > 'HASH(0x992bc84)') called at > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343 > Class::Container::create_delayed_object('interp', > 'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', > 'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 222 > HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x9865a60)', > 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 216 > HTML::Mason::Interp::exec(undef, undef) 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(0x984ea60)', > 'HASH(0x99051e8)') 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(0x984ea60)', > 'CGI=HASH(0x98c4224)') called at standalone_httpd line 126 > eval {...} at standalone_httpd line 126 > RT::Mason::main_loop(8080) called at standalone_httpd line 62 > > > Some other information: > cjl:~ # rpm -q mod_perl > mod_perl-1.27-50 > cjl:~ # rpm -q apache > apache-1.3.26-163 > cjl:~ # rpm -q -a | grep -i mysql > MySQL-shared-compat-4.1.7-0 > MySQL-client-4.1.7-0 > MySQL-devel-4.1.7-0 > MySQL-server-4.1.7-0 > > > ServerName .... > DocumentRoot /srv/rt3/html > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > PerlRequire /usr/local/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > LogLevel debug > CustomLog /var/log/httpd/support-access_log combined > ErrorLog /var/log/httpd/support-error_log > > > > according to make testdeps, i have all required dependancies. > > any help would be appreciated. > > Gavin > From aharrison at gmail.com Mon Dec 6 15:36:10 2004 From: aharrison at gmail.com (Andy Harrison) Date: Mon, 6 Dec 2004 15:36:10 -0500 Subject: [rt-users] Adding custom status fields - failed In-Reply-To: References: Message-ID: On Mon, 6 Dec 2004 09:36:43 -0600, Rimbert Rivera wrote: > Do the custom status show up in ticket detail? If it does, then chances > are you're just not seeing it in some "views". I had the same problem > until I realized the "views" were actually search queries and the > queries did not include the custom status I created. What I did was to > customize those queries to include the custom status in the search. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris > Cahill > Sent: Thursday, November 18, 2004 10:20 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Adding custom status fields - failed > > Hello, > > I searched through the old archives as suggested and found a message > from May 20, 2004. It said to create a file in /opt/rt3/local/lib/RT/ > called Queue_Local.pm with the following content: Same question asked of the original poster in that thread. Did you restart your web server? -- Andy Harrison From netmunky at gmail.com Mon Dec 6 15:51:17 2004 From: netmunky at gmail.com (Gavin Hanover) Date: Mon, 6 Dec 2004 16:51:17 -0400 Subject: [rt-users] 404 problem In-Reply-To: <41B4C2A4.8060907@acronis.com> References: <41B4C2A4.8060907@acronis.com> Message-ID: the html documents installed to /usr/local/share/html, which is a soft link to /srv/rt3/html, which contains all the documents. i have also tried moving the documents to a directory /usr/local/share/html, and changing documentroot, but that didn't fix the issue. On Mon, 06 Dec 2004 23:35:48 +0300, Ruslan U. Zakirov wrote: > IMHO you didn't install RT properly. You try to run RT in /srv/rt3/html > but installed it into different location. > > > > Gavin Hanover wrote: > > I got through the normal installation without too much hastle > > (upgrading mysql rpms and rebuilding DBD::mysql got rid of > > initialize-database errors) > > Apache has been configured, and from what I can tell should be > > working, but every .html file gives me 404. Other types files (such as > > http://.../NoAuth/images/squares_blue.gif) work fine. > > Apache access_log simply says 404, error_log has no entries (LogLevel > > debug), and there are no rt.log files. > > .... - - [06/Dec/2004:13:29:54 -0800] "GET / HTTP/1.1" 404 295 "-" > > "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; .NET CLR > > 1.1.4322)" > > if i create .htaccess Options Indexes, and rename index.html, i can > > see a directory list of the proper DocumentRoot, and click on the > > renamed index.html, yet it still throws 404 for whatever .html file i > > click on. > > > > using standalone_httpd, i get the following: > > System error > > > > error: could not find component for initial path '/' > > > > context: ... > > 162: if (UNIVERSAL::isa($self->{request_args}, 'HASH')) { > > 163: $self->{request_args} = [%{$self->{request_args}}]; > > 164: } > > 165: $self->{count} = ++$self->{interp}{request_count}; > > 166: $self->_initialize; > > 167: return $self; > > 168: } > > 169: > > 170: # in the future this method may do something completely different but > > ... > > > > code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 > > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 > > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:216 > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:127 > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:76 > > standalone_httpd:126 > > standalone_httpd:62 > > > > raw error > > > > could not find component for initial path '/' > > > > Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 225 > > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 > > HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x99327f8)') > > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line > > 166 > > HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode', > > 'output', 'error_format', 'html', 'autoflush', 1, 'cgi_request', > > 'HTML::Mason::FakeApache=HASH(0x992bb70)', 'out_method', > > 'CODE(0x992bb34)', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > > 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > > 'HASH(0x992bc84)') called at > > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265 > > Class::Container::call_method('HTML::Mason::Interp=HASH(0x9865a60)', > > 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > > 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > > 'HASH(0x992bc84)') called at > > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343 > > Class::Container::create_delayed_object('interp', > > 'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', > > 'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 222 > > HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x9865a60)', > > 'comp', '/', 'args', 'ARRAY(0x8c4e3cc)') called at > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 216 > > HTML::Mason::Interp::exec(undef, undef) 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(0x984ea60)', > > 'HASH(0x99051e8)') 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(0x984ea60)', > > 'CGI=HASH(0x98c4224)') called at standalone_httpd line 126 > > eval {...} at standalone_httpd line 126 > > RT::Mason::main_loop(8080) called at standalone_httpd line 62 > > > > > > Some other information: > > cjl:~ # rpm -q mod_perl > > mod_perl-1.27-50 > > cjl:~ # rpm -q apache > > apache-1.3.26-163 > > cjl:~ # rpm -q -a | grep -i mysql > > MySQL-shared-compat-4.1.7-0 > > MySQL-client-4.1.7-0 > > MySQL-devel-4.1.7-0 > > MySQL-server-4.1.7-0 > > > > > > ServerName .... > > DocumentRoot /srv/rt3/html > > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > > PerlRequire /usr/local/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > LogLevel debug > > CustomLog /var/log/httpd/support-access_log combined > > ErrorLog /var/log/httpd/support-error_log > > > > > > > > according to make testdeps, i have all required dependancies. > > > > any help would be appreciated. > > > > Gavin > > > > -- In God we trust, Everyone else must have an x.509 certificate. From Ruslan.Zakirov at acronis.com Mon Dec 6 16:00:49 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 07 Dec 2004 00:00:49 +0300 Subject: [rt-users] 404 problem In-Reply-To: References: <41B4C2A4.8060907@acronis.com> Message-ID: <41B4C881.6050806@acronis.com> Gavin Hanover wrote: > the html documents installed to /usr/local/share/html, which is a soft > link to /srv/rt3/html, which contains all the documents. i have also > tried moving the documents to a directory /usr/local/share/html, and > changing documentroot, but that didn't fix the issue. Did you install from RT tar ball? Or may be it's some RPMs? If you installed RT from tar ball then you executed 'configure' script. You should specify --prefix and other dirs as arguments to configure script and shouldn't move dirs after installation. Try `./configure --help` > > > On Mon, 06 Dec 2004 23:35:48 +0300, Ruslan U. Zakirov > wrote: > >>IMHO you didn't install RT properly. You try to run RT in /srv/rt3/html >>but installed it into different location. >> >> >> >>Gavin Hanover wrote: >> >>>I got through the normal installation without too much hastle >>>(upgrading mysql rpms and rebuilding DBD::mysql got rid of >>>initialize-database errors) >>>Apache has been configured, and from what I can tell should be >>>working, but every .html file gives me 404. Other types files (such as >>>http://.../NoAuth/images/squares_blue.gif) work fine. >>>Apache access_log simply says 404, error_log has no entries (LogLevel >>>debug), and there are no rt.log files. >>>.... - - [06/Dec/2004:13:29:54 -0800] "GET / HTTP/1.1" 404 295 "-" >>>"Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; .NET CLR >>>1.1.4322)" >>>if i create .htaccess Options Indexes, and rename index.html, i can >>>see a directory list of the proper DocumentRoot, and click on the >>>renamed index.html, yet it still throws 404 for whatever .html file i >>>click on. >>> >>>using standalone_httpd, i get the following: >>>System error >>> >>>error: could not find component for initial path '/' >>> >>>context: ... >>>162: if (UNIVERSAL::isa($self->{request_args}, 'HASH')) { >>>163: $self->{request_args} = [%{$self->{request_args}}]; >>>164: } >>>165: $self->{count} = ++$self->{interp}{request_count}; >>>166: $self->_initialize; >>>167: return $self; >>>168: } >>>169: >>>170: # in the future this method may do something completely different but >>>... >>> >>>code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:216 >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:127 >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:76 >>>standalone_httpd:126 >>>standalone_httpd:62 >>> >>>raw error >>> >>>could not find component for initial path '/' >>> >>>Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 225 >>>eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 >>>HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x99327f8)') >>>called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line >>>166 >>>HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode', >>>'output', 'error_format', 'html', 'autoflush', 1, 'cgi_request', >>>'HTML::Mason::FakeApache=HASH(0x992bb70)', 'out_method', >>>'CODE(0x992bb34)', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', >>>'HASH(0x992bc84)') called at >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265 >>>Class::Container::call_method('HTML::Mason::Interp=HASH(0x9865a60)', >>>'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', >>>'HASH(0x992bc84)') called at >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343 >>>Class::Container::create_delayed_object('interp', >>>'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', >>>'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 222 >>>HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x9865a60)', >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)') called at >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 216 >>>HTML::Mason::Interp::exec(undef, undef) 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(0x984ea60)', >>>'HASH(0x99051e8)') 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(0x984ea60)', >>>'CGI=HASH(0x98c4224)') called at standalone_httpd line 126 >>>eval {...} at standalone_httpd line 126 >>>RT::Mason::main_loop(8080) called at standalone_httpd line 62 >>> >>> >>>Some other information: >>>cjl:~ # rpm -q mod_perl >>>mod_perl-1.27-50 >>>cjl:~ # rpm -q apache >>>apache-1.3.26-163 >>>cjl:~ # rpm -q -a | grep -i mysql >>>MySQL-shared-compat-4.1.7-0 >>>MySQL-client-4.1.7-0 >>>MySQL-devel-4.1.7-0 >>>MySQL-server-4.1.7-0 >>> >>> >>> ServerName .... >>> DocumentRoot /srv/rt3/html >>> AddDefaultCharset UTF-8 >>> >>> PerlModule Apache::DBI >>> PerlRequire /usr/local/bin/webmux.pl >>> >>> >>> SetHandler perl-script >>> PerlHandler RT::Mason >>> >>> LogLevel debug >>> CustomLog /var/log/httpd/support-access_log combined >>> ErrorLog /var/log/httpd/support-error_log >>> >>> >>> >>>according to make testdeps, i have all required dependancies. >>> >>>any help would be appreciated. >>> >>>Gavin >>> >> >> > > From fatyem at gmail.com Mon Dec 6 16:51:58 2004 From: fatyem at gmail.com (YEM) Date: Mon, 6 Dec 2004 14:51:58 -0700 Subject: [rt-users] RT 3.2.1 Super-user Message-ID: <285c21190412061351c939843@mail.gmail.com> I have just taken over a running version of RT 3.2.1. I have root access to the mysql database but I nor anyone has a Super User account to login to the rt web interface. Can I just change the root user's password in the database( rt3->Users->password) and then be able to login via the web interface? It seems that that should work nut i do not want to mess anything up. Bottom line is that I need some way to give access to an existing account to be super user. Thanks in advance. From pku at autotradecenter.com Mon Dec 6 17:09:23 2004 From: pku at autotradecenter.com (Pei Ku) Date: Mon, 6 Dec 2004 14:09:23 -0800 Subject: [rt-users] rt-mailgate and smrsh Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC810465@msmpk02.corp.autc.com> Just thought I passed this along after a few hours of pulling my hair out. I was trying to test out rt-mailgate functionality. After I did some Googling, I thought I set up everything correctly: - as root, run 'ln -s //bin/rt-mailgate /etc/smrsh/rt_mailgate' to make smrsh happy. - add following to /etc/aliases for each RT queue: rt-appserv: "|/etc/smrsh/rt-mailgate --queue AppServ --action correspond --url http://localhost:8000/" rt-appserv-comment: "|/etc/smrsh/rt-mailgate --queue AppServ --action comment --url http://localhost:8000/" But I was still getting the annoying sendmail/smrsh error below: ----- The following addresses had permanent fatal errors ----- "|/etc/smrsh/rt-mailgate --queue AppServ --action correspond --url http://localhost:8000/" (reason: Service unavailable) (expanded from: ) ----- Transcript of session follows ----- smrsh: "rt-mailgate" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable Finally, it turned out that unix user 'mail' (uid 8) did not have chdir permission all the way to the dir where rt_mailgate resides. I installed RT (and apache, and perl) under a non-root unix user account. By default, /home// permission is 700. When sendmail executes rt-mailgate, it's actually executing it under uid 8 (shows in /var/log/maillog). Since 'mail' user can't get into /home//, it can't get to /home//rt/bin/rt-mailgate. There were some notes on the Net that indicated rt-mailgate (or a wrapper shell script that calls it) needs to be owned by root:rt with permission 2755. I didn't find them necessary (once I fixed my chdir problem). Pei Ku ATC RT Install - Version Summary: RT App Server: RH 8 - 2.4.20-20.8 httpd-2.0.52 mod_fastcgi-2.4.2 perl-5.8.5 rt-3.2.2 DB server: Oracle 9.2.0.4 From pku at autotradecenter.com Mon Dec 6 18:33:20 2004 From: pku at autotradecenter.com (Pei Ku) Date: Mon, 6 Dec 2004 15:33:20 -0800 Subject: [rt-users] mass-creation of RT user accounts Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC687AC1@msmpk02.corp.autc.com> Hi, Is there a quick way of creating, say, 100 user accounts in RT w/o entering them one by one via the web interface? I guess I could flip the switch to allow each user to send an email to RT to auto-create the account. But I want to have a better control of the username, email address, password, rights, etc... thanks Pei From seph at directionless.org Mon Dec 6 19:33:12 2004 From: seph at directionless.org (seph) Date: Mon, 06 Dec 2004 19:33:12 -0500 Subject: [rt-users] Re: mass-creation of RT user accounts In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC687AC1@msmpk02.corp.autc.com> (Pei Ku's message of "Mon, 6 Dec 2004 15:33:20 -0800") References: <4C74BC03B92C5A40A3450C588DF2B2EC687AC1@msmpk02.corp.autc.com> Message-ID: > Is there a quick way of creating, say, 100 user accounts in RT w/o > entering them one by one via the web interface? shell script around the command line client. simple perl script around the API. There may or may not be a bulk load wiki topic. I know I've sent a pointer to a trivial bulk loader I wrote awhile ago. seph From marton.peter at gmail.com Tue Dec 7 03:18:54 2004 From: marton.peter at gmail.com (=?ISO-8859-1?Q?P=E9ter_M=E1rton?=) Date: Tue, 7 Dec 2004 09:18:54 +0100 Subject: [rt-users] RT 3.2.1 Super-user In-Reply-To: <285c21190412061351c939843@mail.gmail.com> References: <285c21190412061351c939843@mail.gmail.com> Message-ID: <60a20c44041207001828ce0430@mail.gmail.com> Hi! http://wiki.bestpractical.com/index.cgi?RecoverRootPassword > to login to the rt web interface. Can I just change the root user's > password in the database( rt3->Users->password) and then be able to > login via the web interface? It seems that that should work nut i do > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Jean-Michel.Barbet at subatech.in2p3.fr Tue Dec 7 03:56:02 2004 From: Jean-Michel.Barbet at subatech.in2p3.fr (Jean-Michel Barbet) Date: Tue, 07 Dec 2004 09:56:02 +0100 Subject: [rt-users] Choice of platform In-Reply-To: <871xe3wrn2.fsf@nsc.liu.se> References: <41B4217A.6090706@subatech.in2p3.fr> <20041206111648.GA26222@easter-eggs.com> <871xe3wrn2.fsf@nsc.liu.se> Message-ID: <41B57022.3000200@subatech.in2p3.fr> Leif Nixon wrote: > That's my approach, too. RT has so many perl dependencies that I prefer > to give it its own perl installation to play with... Thanks to everybody. I compiled perl 5.8.3 on Scientific Linux 3.03 (RedHat EL3 update 3 actually). Now I am fighting hard with mod_perl which refuses to rebuild. I found a first bug here : https://bugzilla.redhat.com/bugzilla/show_bug.cgi?id=108769 Now it still refuses to build because it looks for a path with 'vendor_perl' when creating the binary RPM from the built root. I suspect this 'vendor_perl' has to see with the way I compiled perl itself... I find it hard and I am still considering other options like having a separate Fedora Core 2 machine for RT or using the RPMs provided for RHEL. I am still wondering how different RT3.10 is from RT3.2... Jean-Michel BARBET. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet at subatech.in2p3.fr ------------------------------------------------------------------------ From elacour at easter-eggs.com Tue Dec 7 04:26:31 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 7 Dec 2004 10:26:31 +0100 Subject: [rt-users] Choice of platform In-Reply-To: <41B57022.3000200@subatech.in2p3.fr> References: <41B4217A.6090706@subatech.in2p3.fr> <20041206111648.GA26222@easter-eggs.com> <871xe3wrn2.fsf@nsc.liu.se> <41B57022.3000200@subatech.in2p3.fr> Message-ID: <20041207092631.GB1368@easter-eggs.com> On Tue, Dec 07, 2004 at 09:56:02AM +0100, Jean-Michel Barbet wrote: > Leif Nixon wrote: > > Thanks to everybody. I compiled perl 5.8.3 on Scientific Linux 3.03 > (RedHat EL3 update 3 actually). Now I am fighting hard with mod_perl > which refuses to rebuild. > Why not using fastcgi, in my experiences, it's as fast as mod_perl. -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From msubs at philips.org.uk Tue Dec 7 04:37:33 2004 From: msubs at philips.org.uk (Matt Jennings) Date: Tue, 07 Dec 2004 09:37:33 +0000 Subject: [rt-users] Re: Re: Postgres "invalid input syntax for integer" errors In-Reply-To: <20041206184343.GO11850@pallas.eruditorum.org> References: <1094645889.19972.106.camel@m6> <1102343196.6099.28.camel@m53.philips.org.uk> <20041206184343.GO11850@pallas.eruditorum.org> Message-ID: <1102412255.6099.94.camel@m53.philips.org.uk> > Has the invalid value ("") for integer fields on postgres issue been > > resolved in 3.2 series (or in a CVS version)? Jesse, thanks for your response. > I know the behaviour has been improved. I expect to get 3.2.3RC1 out > "soon" and I'd love to hear if that resolves the issue for it. I'm a software developer (not much perl experience though..). I should be able to thoroughly bug-test future releases in both test and production environments. > MySQL (And possibly earlier versions of Pg) would automatically convert > an integer field of "" to "0". Current versions of postgres are very > strict about the SQL standard and throw errors to get you to fix your > mistakes, rather than interpreting what you mean and just running with > it. Yes I found this as the cause pretty quickly from some googling. I support postgres for doing this despite breaking existing code.. none of mine luckily :-) > The failed acl check does fail to _deny_, so this isn't a security issue > per se, but one that I would like to fix if 3.2.3 doesn't already. You mean doesn't fail? >From observation it doesn't seem to interfere with our use of the system, however I was worried that once we start restricting access per queue, class of user etc. it may begin to cause access problems. Matt From bastian at bastian-friedrich.de Tue Dec 7 05:30:58 2004 From: bastian at bastian-friedrich.de (Bastian Friedrich) Date: Tue, 7 Dec 2004 11:30:58 +0100 Subject: [rt-users] Statistics "by month" (even year?) Message-ID: <200412071130.59481.bastian@bastian-friedrich.de> Hi, our RT handles Tickets for approximately 40 users and 6-8 maintainers; thus, traffic is quite low. Daily statistics are more or less useless, as single requests lead to large peaks in the graphs... It would be great to have "resolved tickets per month/year" and the like in our case. In the RT Stats Wishlist, "Parametric time periods" are mentioned as an "enhancement under investigation". 1) Is this what I understand: the option of configuring stats to be weekly/monthly/yearly rather than daily? 2) Does "under investigation" mean that a patch exists which is investigated to be included in (one of) the next release(s)? If so: Is there a chance to receive the patch in advance? Thx & regards Bastian -- Bastian Friedrich bastian at bastian-friedrich.de Adress & Fon available on my HP http://www.bastian-friedrich.de/ \~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~\ \ In mathematics or physics, simplifying can be complicated. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From angel.blazquez at es.easynet.net Tue Dec 7 07:46:34 2004 From: angel.blazquez at es.easynet.net (Angel Blazquez) Date: Tue, 7 Dec 2004 13:46:34 +0100 Subject: [rt-users] RT 2.0.15 to RT 3.2.2 migration Message-ID: <20041207124634.GA41981@es.easynet.net> Hello folks, I have been using RT for several years now, and I think it's quite usefull and it works fine. Excellent work guys :) I would like to move it from RT 2.0.15 to RT 3.2.2 (as far as i have seen RT 3.X works even better), keeping as much data as possible (Tickets, Users, etc...). I used rt2-to-rt3 script, and the first time it worked fine for RT 3.0, but after this first time, it began to fail, and right now it is not possible for me to import the new exported data into RT 3.0 (the old exported data can be still imported fine). The problems are related with errors creating (importing) users, but apart from that, the dump I got the first time is much more bigger that the ones I got the rest of the times, and it took much more time than the exports I do know. I'm trying to export the database from a MySQL 3.23.56 to a MySQL 4.0.20. I'm using FreeBSD 4.10 and DBIx-SearchBuilder 1.12 What i would like to know is: - Any idea of whats going on? Are MySQL versions (different versions) a problem? Is there a troubleshooting guide somewhere? - What do I have to do with the initial information rt-setup-database creates in RT 3.X database? Do i have to delete it in order to import the RT 2.X exported one, or do I have to just keep it and import the rest of the info? - Can I use rt2-to-rt3 for exporting RT 2.0.15 database to RT 3.2.2, or it just works with RT 3.0? - Has anybody wrote and alternative to rt2-to-rt3? rt2-to-rt3 looks fine, but I was wondering if anybody has provided any kind of SQL proper script that uses some 'insert-select' magic once it's clear (i don't have it clear enough for doing something by myself) what are both RT2 schemas and RT3.X ones. Thanks in advance. Best Regards, Angel Blazquez From netmunky at gmail.com Tue Dec 7 08:02:44 2004 From: netmunky at gmail.com (Gavin Hanover) Date: Tue, 7 Dec 2004 09:02:44 -0400 Subject: [rt-users] 404 problem In-Reply-To: <41B4C881.6050806@acronis.com> References: <41B4C2A4.8060907@acronis.com> <41B4C881.6050806@acronis.com> Message-ID: it is installed from tarbarll re-configured and installed, didn't help (./configure --prefix=/srv/rt3 --with-web-user=wwwrun). no softlinks used anymore, nothing moved. upgraded to newer perl (5.8.6) and reinstalled all perl modules as per another suggestion, didn't help. according to /var/log/messages: Dec 7 08:48:08 cjl RT: [Mason] Cannot resolve file to component: /srv/rt3/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 883. (/srv/rt3/lib/RT.pm:269) after searching archives for this error, i checked that 'rt' was the groupid on all the proper files, and other ownership/permissions. again, didn't help. On Tue, 07 Dec 2004 00:00:49 +0300, Ruslan U. Zakirov wrote: > Gavin Hanover wrote: > > the html documents installed to /usr/local/share/html, which is a soft > > link to /srv/rt3/html, which contains all the documents. i have also > > tried moving the documents to a directory /usr/local/share/html, and > > changing documentroot, but that didn't fix the issue. > Did you install from RT tar ball? Or may be it's some RPMs? > > If you installed RT from tar ball then you executed 'configure' script. > You should specify --prefix and other dirs as arguments to configure > script and shouldn't move dirs after installation. > Try `./configure --help` > > > > > > > > > On Mon, 06 Dec 2004 23:35:48 +0300, Ruslan U. Zakirov > > wrote: > > > >>IMHO you didn't install RT properly. You try to run RT in /srv/rt3/html > >>but installed it into different location. > >> > >> > >> > >>Gavin Hanover wrote: > >> > >>>I got through the normal installation without too much hastle > >>>(upgrading mysql rpms and rebuilding DBD::mysql got rid of > >>>initialize-database errors) > >>>Apache has been configured, and from what I can tell should be > >>>working, but every .html file gives me 404. Other types files (such as > >>>http://.../NoAuth/images/squares_blue.gif) work fine. > >>>Apache access_log simply says 404, error_log has no entries (LogLevel > >>>debug), and there are no rt.log files. > >>>.... - - [06/Dec/2004:13:29:54 -0800] "GET / HTTP/1.1" 404 295 "-" > >>>"Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; .NET CLR > >>>1.1.4322)" > >>>if i create .htaccess Options Indexes, and rename index.html, i can > >>>see a directory list of the proper DocumentRoot, and click on the > >>>renamed index.html, yet it still throws 404 for whatever .html file i > >>>click on. > >>> > >>>using standalone_httpd, i get the following: > >>>System error > >>> > >>>error: could not find component for initial path '/' > >>> > >>>context: ... > >>>162: if (UNIVERSAL::isa($self->{request_args}, 'HASH')) { > >>>163: $self->{request_args} = [%{$self->{request_args}}]; > >>>164: } > >>>165: $self->{count} = ++$self->{interp}{request_count}; > >>>166: $self->_initialize; > >>>167: return $self; > >>>168: } > >>>169: > >>>170: # in the future this method may do something completely different but > >>>... > >>> > >>>code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:216 > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:127 > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:76 > >>>standalone_httpd:126 > >>>standalone_httpd:62 > >>> > >>>raw error > >>> > >>>could not find component for initial path '/' > >>> > >>>Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 225 > >>>eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 > >>>HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x99327f8)') > >>>called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line > >>>166 > >>>HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode', > >>>'output', 'error_format', 'html', 'autoflush', 1, 'cgi_request', > >>>'HTML::Mason::FakeApache=HASH(0x992bb70)', 'out_method', > >>>'CODE(0x992bb34)', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > >>>'HASH(0x992bc84)') called at > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265 > >>>Class::Container::call_method('HTML::Mason::Interp=HASH(0x9865a60)', > >>>'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > >>>'HASH(0x992bc84)') called at > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343 > >>>Class::Container::create_delayed_object('interp', > >>>'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', > >>>'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 222 > >>>HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x9865a60)', > >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)') called at > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 216 > >>>HTML::Mason::Interp::exec(undef, undef) 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(0x984ea60)', > >>>'HASH(0x99051e8)') 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(0x984ea60)', > >>>'CGI=HASH(0x98c4224)') called at standalone_httpd line 126 > >>>eval {...} at standalone_httpd line 126 > >>>RT::Mason::main_loop(8080) called at standalone_httpd line 62 > >>> > >>> > >>>Some other information: > >>>cjl:~ # rpm -q mod_perl > >>>mod_perl-1.27-50 > >>>cjl:~ # rpm -q apache > >>>apache-1.3.26-163 > >>>cjl:~ # rpm -q -a | grep -i mysql > >>>MySQL-shared-compat-4.1.7-0 > >>>MySQL-client-4.1.7-0 > >>>MySQL-devel-4.1.7-0 > >>>MySQL-server-4.1.7-0 > >>> > >>> > >>> ServerName .... > >>> DocumentRoot /srv/rt3/html > >>> AddDefaultCharset UTF-8 > >>> > >>> PerlModule Apache::DBI > >>> PerlRequire /usr/local/bin/webmux.pl > >>> > >>> > >>> SetHandler perl-script > >>> PerlHandler RT::Mason > >>> > >>> LogLevel debug > >>> CustomLog /var/log/httpd/support-access_log combined > >>> ErrorLog /var/log/httpd/support-error_log > >>> > >>> > >>> > >>>according to make testdeps, i have all required dependancies. > >>> > >>>any help would be appreciated. > >>> > >>>Gavin > >>> > >> > >> > > > > > > -- In God we trust, Everyone else must have an x.509 certificate. From netmunky at gmail.com Tue Dec 7 08:23:29 2004 From: netmunky at gmail.com (Gavin Hanover) Date: Tue, 7 Dec 2004 09:23:29 -0400 Subject: [rt-users] 404 problem In-Reply-To: References: <41B4C2A4.8060907@acronis.com> <41B4C881.6050806@acronis.com> Message-ID: after reinstalling, i had kept /srv/rt3/html as DocumentRoot, which apparently Mason doesn't like, with RT.pm specifying $MasonComponentRoot = '/srv/rt3/share/html'; once i change DocumentRoot to match, it works. archives of mason-user lists explain that mason doesn't work well with softlinks. thanks for the help, everyone. gavin On Tue, 7 Dec 2004 09:02:44 -0400, Gavin Hanover wrote: > > > it is installed from tarbarll > re-configured and installed, didn't help (./configure > --prefix=/srv/rt3 --with-web-user=wwwrun). no softlinks used anymore, > nothing moved. > upgraded to newer perl (5.8.6) and reinstalled all perl modules as per > another suggestion, didn't help. > > according to /var/log/messages: > Dec 7 08:48:08 cjl RT: [Mason] Cannot resolve file to component: > /srv/rt3/html/index.html (is file outside component root?) at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 883. > (/srv/rt3/lib/RT.pm:269) > > after searching archives for this error, i checked that 'rt' was the > groupid on all the proper files, and other ownership/permissions. > again, didn't help. > > > On Tue, 07 Dec 2004 00:00:49 +0300, Ruslan U. Zakirov > > > wrote: > > Gavin Hanover wrote: > > > the html documents installed to /usr/local/share/html, which is a soft > > > link to /srv/rt3/html, which contains all the documents. i have also > > > tried moving the documents to a directory /usr/local/share/html, and > > > changing documentroot, but that didn't fix the issue. > > Did you install from RT tar ball? Or may be it's some RPMs? > > > > If you installed RT from tar ball then you executed 'configure' script. > > You should specify --prefix and other dirs as arguments to configure > > script and shouldn't move dirs after installation. > > Try `./configure --help` > > > > > > > > > > > > > > > On Mon, 06 Dec 2004 23:35:48 +0300, Ruslan U. Zakirov > > > wrote: > > > > > >>IMHO you didn't install RT properly. You try to run RT in /srv/rt3/html > > >>but installed it into different location. > > >> > > >> > > >> > > >>Gavin Hanover wrote: > > >> > > >>>I got through the normal installation without too much hastle > > >>>(upgrading mysql rpms and rebuilding DBD::mysql got rid of > > >>>initialize-database errors) > > >>>Apache has been configured, and from what I can tell should be > > >>>working, but every .html file gives me 404. Other types files (such as > > >>>http://.../NoAuth/images/squares_blue.gif) work fine. > > >>>Apache access_log simply says 404, error_log has no entries (LogLevel > > >>>debug), and there are no rt.log files. > > >>>.... - - [06/Dec/2004:13:29:54 -0800] "GET / HTTP/1.1" 404 295 "-" > > >>>"Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; .NET CLR > > >>>1.1.4322)" > > >>>if i create .htaccess Options Indexes, and rename index.html, i can > > >>>see a directory list of the proper DocumentRoot, and click on the > > >>>renamed index.html, yet it still throws 404 for whatever .html file i > > >>>click on. > > >>> > > >>>using standalone_httpd, i get the following: > > >>>System error > > >>> > > >>>error: could not find component for initial path '/' > > >>> > > >>>context: ... > > >>>162: if (UNIVERSAL::isa($self->{request_args}, 'HASH')) { > > >>>163: $self->{request_args} = [%{$self->{request_args}}]; > > >>>164: } > > >>>165: $self->{count} = ++$self->{interp}{request_count}; > > >>>166: $self->_initialize; > > >>>167: return $self; > > >>>168: } > > >>>169: > > >>>170: # in the future this method may do something completely different but > > >>>... > > >>> > > >>>code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 > > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 > > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 > > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:222 > > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:216 > > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:127 > > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:76 > > >>>standalone_httpd:126 > > >>>standalone_httpd:62 > > >>> > > >>>raw error > > >>> > > >>>could not find component for initial path '/' > > >>> > > >>>Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 225 > > >>>eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 186 > > >>>HTML::Mason::Request::_initialize('HTML::Mason::Request::CGI=HASH(0x99327f8)') > > >>>called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line > > >>>166 > > >>>HTML::Mason::Request::new('HTML::Mason::Request::CGI', 'error_mode', > > >>>'output', 'error_format', 'html', 'autoflush', 1, 'cgi_request', > > >>>'HTML::Mason::FakeApache=HASH(0x992bb70)', 'out_method', > > >>>'CODE(0x992bb34)', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > > >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > > >>>'HASH(0x992bc84)') called at > > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 265 > > >>>Class::Container::call_method('HTML::Mason::Interp=HASH(0x9865a60)', > > >>>'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x9865a60)', > > >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)', 'container', > > >>>'HASH(0x992bc84)') called at > > >>>/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm line 343 > > >>>Class::Container::create_delayed_object('interp', > > >>>'HTML::Mason::Interp=HASH(0x9865a60)', 'comp', '/', 'args', > > >>>'ARRAY(0x8c4e3cc)', 'container', 'HASH(0x992bc84)') called at > > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 222 > > >>>HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x9865a60)', > > >>>'comp', '/', 'args', 'ARRAY(0x8c4e3cc)') called at > > >>>/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 216 > > >>>HTML::Mason::Interp::exec(undef, undef) 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(0x984ea60)', > > >>>'HASH(0x99051e8)') 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(0x984ea60)', > > >>>'CGI=HASH(0x98c4224)') called at standalone_httpd line 126 > > >>>eval {...} at standalone_httpd line 126 > > >>>RT::Mason::main_loop(8080) called at standalone_httpd line 62 > > >>> > > >>> > > >>>Some other information: > > >>>cjl:~ # rpm -q mod_perl > > >>>mod_perl-1.27-50 > > >>>cjl:~ # rpm -q apache > > >>>apache-1.3.26-163 > > >>>cjl:~ # rpm -q -a | grep -i mysql > > >>>MySQL-shared-compat-4.1.7-0 > > >>>MySQL-client-4.1.7-0 > > >>>MySQL-devel-4.1.7-0 > > >>>MySQL-server-4.1.7-0 > > >>> > > >>> > > >>> ServerName .... > > >>> DocumentRoot /srv/rt3/html > > >>> AddDefaultCharset UTF-8 > > >>> > > >>> PerlModule Apache::DBI > > >>> PerlRequire /usr/local/bin/webmux.pl > > >>> > > >>> > > >>> SetHandler perl-script > > >>> PerlHandler RT::Mason > > >>> > > >>> LogLevel debug > > >>> CustomLog /var/log/httpd/support-access_log combined > > >>> ErrorLog /var/log/httpd/support-error_log > > >>> > > >>> > > >>> > > >>>according to make testdeps, i have all required dependancies. > > >>> > > >>>any help would be appreciated. > > >>> > > >>>Gavin > > >>> > > >> > > >> > > > > > > > > > > > > -- > In God we trust, > Everyone else must have an x.509 certificate. > -- In God we trust, Everyone else must have an x.509 certificate. From Gary.Holmes at SurfControl.com Tue Dec 7 09:08:32 2004 From: Gary.Holmes at SurfControl.com (Gary Holmes) Date: Tue, 7 Dec 2004 14:08:32 -0000 Subject: [rt-users] RT 2.0.15 to RT 3.2.2 migration Message-ID: Hi, I recently also had problems going from 2.0.13 to 3.3.11. I ended up going from 2.0.13 to 3.0.9 and then upgrading to 3.3.11 from there. No need to reimport the database, just run the upgrade scripts provided. The rt2 to rt3 stuff worked perfectly for 3.0.9. If you install the dependencies for 3.3.x or 3.2.2 before you install 3.0.9, I think you cover all the bases. Good luck. Gary > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Angel Blazquez > Sent: 07 December 2004 12:47 > To: RT > Subject: [rt-users] RT 2.0.15 to RT 3.2.2 migration > > Hello folks, > > I have been using RT for several years now, and I think it's > quite usefull and it works fine. Excellent work guys :) > > I would like to move it from RT 2.0.15 to RT 3.2.2 (as far as > i have seen RT 3.X works even better), keeping as much data > as possible (Tickets, Users, etc...). > > I used rt2-to-rt3 script, and the first time it worked fine > for RT 3.0, but after this first time, it began to fail, and > right now it is not possible for me to import the new > exported data into RT 3.0 (the old exported data can be still > imported fine). > > The problems are related with errors creating (importing) > users, but apart from that, the dump I got the first time is > much more bigger that the ones I got the rest of the times, > and it took much more time than the exports I do know. > > I'm trying to export the database from a MySQL 3.23.56 to a > MySQL 4.0.20. > > I'm using FreeBSD 4.10 and DBIx-SearchBuilder 1.12 > > What i would like to know is: > > - Any idea of whats going on? Are MySQL versions (different > versions) a > problem? Is there a troubleshooting guide somewhere? > > - What do I have to do with the initial information rt-setup-database > creates in RT 3.X database? Do i have to delete it in order > to import > the RT 2.X exported one, or do I have to just keep it and import the > rest of the info? > > - Can I use rt2-to-rt3 for exporting RT 2.0.15 database to RT > 3.2.2, or > it just works with RT 3.0? > > - Has anybody wrote and alternative to rt2-to-rt3? rt2-to-rt3 > looks fine, > but I was wondering if anybody has provided any kind of SQL > proper script > that uses some 'insert-select' magic once it's clear (i > don't have it > clear enough for doing something by myself) what are both > RT2 schemas > and RT3.X ones. > > Thanks in advance. > > Best Regards, > Angel Blazquez > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > Get the latest news on SurfControl and our products, subscribe to our monthly e-newsletter, SurfAdvisory at: http://www.surfcontrol.com/resources/surfadvisory/surfadvisory_signup.aspx ********************************************************************* The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. If you believe that you have received this email in error, please contact the sender. ********************************************************************* From jgoltz at mail.nih.gov Tue Dec 7 10:39:59 2004 From: jgoltz at mail.nih.gov (Goltz, Jim (NIH/NLM/LHC)) Date: Tue, 7 Dec 2004 10:39:59 -0500 Subject: [rt-users] Text-based priority? Message-ID: Has anyone implemented using text tags (Normal, High, Emergency) in place of numeric priority in RT? I'm not crazy about it, but the higher-ups have decided that have 100 different priorities is too confusing for users. They would like there to be a simple pull-down list of the three aforementioned priorities, and for ticket lists to be displayed color-coded by priority. (The latter is trivial to do by comparison.) Trying to change the actual priority field *everywhere* seems like a foolish thing to do. It seems to me there might be a way to do this with a custom field and a few scrips that set priority based on the value of that field. What I'm hoping is that someone has done the hard work for me already. :-) ----- James P. Goltz (LHC/NLM/NIH) Email: jgoltz at mail.nih.gov From les at futuresource.com Tue Dec 7 11:00:45 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 07 Dec 2004 10:00:45 -0600 Subject: [rt-users] Choice of platform In-Reply-To: <41B57022.3000200@subatech.in2p3.fr> References: <41B4217A.6090706@subatech.in2p3.fr> <20041206111648.GA26222@easter-eggs.com> <871xe3wrn2.fsf@nsc.liu.se> <41B57022.3000200@subatech.in2p3.fr> Message-ID: <1102435245.4031.15.camel@moola.futuresource.com> On Tue, 2004-12-07 at 02:56, Jean-Michel Barbet wrote: > Thanks to everybody. I compiled perl 5.8.3 on Scientific Linux 3.03 > (RedHat EL3 update 3 actually). Now I am fighting hard with mod_perl > which refuses to rebuild. [...] > I find it hard and I am still considering other options like having > a separate Fedora Core 2 machine for RT or using the RPMs provided > for RHEL. I am still wondering how different RT3.10 is from RT3.2... If you have to ask how bad an out-of-date RPM package is, you should probably quickly look elsewhere. The whole advantage of RPM installations is the ease of doing updates when someone else does the work of rebuilding the package. If the package isn't being maintained, do yourself a favor and work from source. However, this does bring up a different question that has been answered before but I'm still confused by what I've seen about it. RHEL is somewhat odd about backing in bugfixes from new program versions without bumping the package version number. I think I have seen claims that the RHEL3 perl 5.8.0 actually works correctly with RT3. Can someone who is using it confirm that or explain what problems to expect? --- Les Mikesell les at futuresource.com From geno at onshore.net Tue Dec 7 11:25:06 2004 From: geno at onshore.net (geno at onshore.net) Date: Tue, 7 Dec 2004 10:25:06 -0600 Subject: [rt-users] Using CLI to Report Tickets Matching a Date Criteria Message-ID: <1102436706.41b5d962b7cad@mail.onshore.net> We have been using RT for a while now but have been worried about upgrading to version 3. I work for an ISP and we use RT for our ticketing system and also have a monthly bonus that is based on the percentage of tickets closed each month. For our current version we have a shell script that has the RT2 CLI reporting which tickets were created after the 1st of the month and prior to the first of the next month in certin queues and then report how many tickets were closed within that time period. It takes both values and divides them to come up with the percentage resolved. I'm having probelms figuring out the syntax in RT3's CLI. I understand how it works but I can't figure out the proper expression. How would I declare creation dates and give it greater and lesser than values? Is this possible? From reading some of the posts it seems like this is not possible? Any kind of help would be much appriciated. We are holding off on our version 3 upgrade until we can get some sort of solution in place. It's a bit ridiculous that we havn't upgraded yet but I can only do it when I'm told the time is right. Thanks for any information you guys can provide. Take care. From murphy at genome.chop.edu Tue Dec 7 11:39:33 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 07 Dec 2004 11:39:33 -0500 Subject: [rt-users] queue missing in "New ticket in" list Message-ID: <41B5DCC5.6080100@genome.chop.edu> Has anybody else experienced the problem of certain queues sometimes not appearing in the "New ticket in" dropdown list? This has nothing to do with permissions. For several versions of RT, maybe all that I have used, I have periodically experienced this problem. It does not happen very often. It occurred just now for me (a superuser): the two newest queues did not appear in the list, even though I have seen them in the list before, and created tickets in them. I refreshed the page, to no avail. Then I clicked on Configuration, Queues, Select queue, and one of the "missing" queue names, checking the dropdown list occasionally. After clicking the name of one of the missing queues (and I am pretty sure not before), the names of both queues started appearing in the dropdown list. Pretty weird .... I'm using RT 3.2.2 with PG 7.4.6 and have a ticket database that I first created with 3.0.X. Kevin Murphy From rt-lists at ieinternet.com Tue Dec 7 12:41:24 2004 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Tue, 07 Dec 2004 17:41:24 +0000 Subject: [rt-users] Using CLI to Report Tickets Matching a Date Criteria In-Reply-To: <1102436706.41b5d962b7cad@mail.onshore.net> References: <1102436706.41b5d962b7cad@mail.onshore.net> Message-ID: <1102441283.2532.54.camel@turing> On Tue, 2004-12-07 at 16:25, geno at onshore.net wrote: > We have been using RT for a while now but have been worried about upgrading to > version 3. > I work for an ISP and we use RT for our ticketing system and also > have a monthly bonus that is based on the percentage of tickets closed each > month. For our current version we have a shell script that has the RT2 CLI > reporting which tickets were created after the 1st of the month and prior to > the first of the next month in certin queues and then report how many tickets > were > closed within that time period. It takes both values and divides them to come > up with the percentage resolved. I'm having probelms figuring out the syntax > in RT3's CLI. [ ...snip...] Based on my past experiences with the CLI, I think that I have a horrible way of achieving what you want! Here's how I'd do it: Basically, first use the CLI to put a list of every ticket, regardless of when it was created, into an array e.g. TICKETS="`rt ls -i`" Then write a loop (for ID in $TICKETS) and go though the array (rt show -t ticket -f Created,Status $ID) You can manipulate the output of this command to only get the dates and ticket statuses which you want. You could probably save the last state of $ID to a file so that the next time you ran the script, you started from where you left off. I hope this makes sense. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From rt at chaka.net Tue Dec 7 12:14:19 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Dec 2004 12:14:19 -0500 Subject: [rt-users] Using CLI to Report Tickets Matching a Date Criteria In-Reply-To: <1102436706.41b5d962b7cad@mail.onshore.net> References: <1102436706.41b5d962b7cad@mail.onshore.net> Message-ID: <20041207171418.GM11055@chaka.net> Here is the start of a Perl script that will put you a little closer to what you want: #!/usr/bin/perl use strict; use warnings; use lib qw(/opt/rt3/local/lib /opt/rt3/lib); use RT; RT::LoadConfig(); RT::Init(); use RT::Tickets; use Date::Calc; my @d1 = Date::Calc::Add_Delta_Days(Date::Calc::Today, -28); my @d2 = Date::Calc::Today; print "Monthly Request Tracker Report\n"; print "Start date: $d1[0]-$d1[1]-1\n"; print "End date: $d2[0]-$d2[1]-1\n\n"; my $tickets = RT::Tickets->new( $RT::SystemUser ); $tickets->{'allow_deleted_search'} = 0; $tickets->IgnoreType(); $tickets->UnLimit(); $tickets->LimitQueue( VALUE => 'My Queue' ); $tickets->LimitCreated( OPERATOR => '>', VALUE => $d1[0] . '-' . $d1[1] . '-01'); $tickets->LimitCreated( OPERATOR => '<', VALUE => $d2[0] . '-' . $d2[1] . '-01'); my $total = $tickets->Count(); On Tue, Dec 07, 2004 at 10:25:06AM -0600, geno at onshore.net wrote: > We have been using RT for a while now but have been worried about upgrading to > version 3. I work for an ISP and we use RT for our ticketing system and also > have a monthly bonus that is based on the percentage of tickets closed each > month. For our current version we have a shell script that has the RT2 CLI > reporting which tickets were created after the 1st of the month and prior to > the first of the next month in certin queues and then report how many tickets > were > closed within that time period. It takes both values and divides them to come > up with the percentage resolved. I'm having probelms figuring out the syntax > in RT3's CLI. I understand how it works but I can't figure out the proper > expression. How would I declare creation dates and give it greater and lesser > than values? Is this possible? From reading some of the posts it seems like > this is not possible? Any kind of help would be much appriciated. We are > holding off on our version 3 upgrade until we can get some sort of solution in > place. It's a bit ridiculous that we havn't upgraded yet but I can only do it > when I'm told the time is right. Thanks for any information you guys can > provide. Take care. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mmurillo at lternet.edu Tue Dec 7 13:10:07 2004 From: mmurillo at lternet.edu (Michelle L. Murillo) Date: Tue, 07 Dec 2004 11:10:07 -0700 Subject: [rt-users] request for Approvals queue help Message-ID: <41B5F1FF.7060407@lternet.edu> Hi, I am having problems setting up Approvals. I have read the manual referring to this and all of the applicable newsgroup postings and have not been able to figure out why it is not working. We are set up as follows: RT 3.0.8 Perl 5.8.0 (please, I hope this is problem is not related to this?) RHEL AS 3.0 Apache 2.048 fastcgi MySQL 4.0.18 I created a queue (called testing_queue) - I added a "approval scrip" local to this queue as indicated in the doc: On Create CreateTickets TransactionCreate Template "ticket approval" (a local template to the queue testing_queue) My template "ticket approval" looks like this: ===Create-Ticket Subject:Ticket waiting for approval {$Tickets{'TOP'}->Subject} Depended-On-By:TOP Queue:Approvals Type:Approval Content: Someone has created a ticket, you should review and approve,so they can finish their work. ENDOFCONTENT Absolutely nothing happens. I checked the log files and there are no errors that seem to pertain to this - but what I did notice is that the "approval scrip" never runs. It is scrip #16 - I can see that all of the other global scrips (on create, autoreply...etc.) have run and that I receive all of the subsequent emails... Any pointers to point me in a new direction to figure this out? TIA! Michelle -- Michelle L. Murillo Data Manager LTER Network Office UNM Biology Department Email: mmurillo at lternet.edu MSC03 2020 WWW: http://www.lternet.edu 1 University of New Mexico Phone: (505) 277-2578 Albuquerque, NM 87131-0001 FAX: (505) 277-2541 --------------------------------------------------------------------- "It isn't enough to talk about peace. One must believe in it. And it isn't enough to believe in it. One must work at it." **Eleanor Roosevelt** From pku at autotradecenter.com Tue Dec 7 15:52:54 2004 From: pku at autotradecenter.com (Pei Ku) Date: Tue, 7 Dec 2004 12:52:54 -0800 Subject: [rt-users] Tickets: Query Builder - how to show tickets created within last 7 days? Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC810469@msmpk02.corp.autc.com> Hi, I am trying to build and save a query within Query Builder that will show the tickets created within last 7 days. The Query Builder allows me to specify a Created condition of BEFORE, ON, or AFTER a fixed date/time. I am using an Oracle db, so the query phrase would be something like "Created >= sysdate - 7". I tried using the Advanced screen to manually enter the phrase above, but when I return to the Query Builder screen, the phrase gets changed to "Created >= '7'". Any thoughts? thanks Pei Ku ATC From pku at autotradecenter.com Tue Dec 7 15:59:23 2004 From: pku at autotradecenter.com (Pei Ku) Date: Tue, 7 Dec 2004 12:59:23 -0800 Subject: [rt-users] RE: mass-creation of RT user accounts Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC687ACD@msmpk02.corp.autc.com> I've seen some people mentioned RT CLI and/or API, but I have not come across a documentation titled "RT CLI" or "RT API". Could someone care to point the way? thanks Pei > -----Original Message----- > From: seph [mailto:seph at directionless.org] > Sent: Monday, December 06, 2004 4:33 PM > To: Pei Ku > Cc: rt-users at lists.bestpractical.com > Subject: Re: mass-creation of RT user accounts > > > > Is there a quick way of creating, say, 100 user accounts in RT w/o > > entering them one by one via the web interface? > > shell script around the command line client. > simple perl script around the API. > > There may or may not be a bulk load wiki topic. I know I've sent a > pointer to a trivial bulk loader I wrote awhile ago. > > seph > From murphy at genome.chop.edu Tue Dec 7 16:04:46 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 07 Dec 2004 16:04:46 -0500 Subject: [rt-users] Tickets: Query Builder - how to show tickets created within last 7 days? In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC810469@msmpk02.corp.autc.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC810469@msmpk02.corp.autc.com> Message-ID: <41B61AEE.3030202@genome.chop.edu> Pei Ku wrote: >I am trying to build and save a query within Query Builder that will show the tickets created within last 7 days. > > I'm totally ignorant on these matters, but with my PostgreSQL instance, I can select AFTER and then type in "8 days ago". I doubt this is supported by PostgreSQL itself, so the magic may work for you also. You can also say things like "last wednesday", etc. Kevin Murphy From leon at iwa-solutions.com Tue Dec 7 15:44:17 2004 From: leon at iwa-solutions.com (Leon) Date: Tue, 07 Dec 2004 13:44:17 -0700 Subject: [rt-users] Can't log into web interface Message-ID: <6.0.1.1.0.20041207132929.0244ddc0@iwapps4.iwapps.com> Just installed RT 3.2.2 on Fedora Core2. A thousand thanks for the installation FAQ!!!!! I was able to get this far in a couple of hours as opposed to the last installation where I spent orders of magnitude longer!!! Setup Fedora Core 2 RT 3.2.2 Perl 5.8.3 Apache 2.0.51 using a virtual host setup MySQL 4.0.22 As per the FAQ, I installed RT in /usr/local/rt3 instead of /opt/rt3. Install appeared to go OK. I was able to start Apache with out any problems. When I go to the webpage I get login screen and graphics. But when I login, I get "Error: username or password are incorrect". The RT and Apache logs both say login failure. Initially I configured to use localhost in MySQL. I tried going back and configuring to use the FQDM. The install went OK. The initialize -db went without error. I have rechecked my RT_SiteConfig.pm file to confirm the database and web setup. I'm probably missing something simple but......for the life of me, I can't see it. From pku at autotradecenter.com Tue Dec 7 16:20:47 2004 From: pku at autotradecenter.com (Pei Ku) Date: Tue, 7 Dec 2004 13:20:47 -0800 Subject: [rt-users] Tickets: Query Builder - how to show tickets created within last 7 days? Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC687ACE@msmpk02.corp.autc.com> thanks Kevin - that worked. apparently the query builder is doing more than just concatenating the WHERE clause... I queried Oracle's dynamic view to see the actual SQLs being executed by RT -- the WHERE clauses don't look exactly like what you see in RT's query builder. Which brings to another question - is there documentation on what values you can set in the Query Builder? thanks! Pei > -----Original Message----- > From: Kevin Murphy [mailto:murphy at genome.chop.edu] > Sent: Tuesday, December 07, 2004 1:05 PM > To: Pei Ku; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Tickets: Query Builder - how to show tickets > created within last 7 days? > > > Pei Ku wrote: > > >I am trying to build and save a query within Query Builder > that will show the tickets created within last 7 days. > > > > > I'm totally ignorant on these matters, but with my PostgreSQL > instance, > I can select AFTER and then type in "8 days ago". I doubt this is > supported by PostgreSQL itself, so the magic may work for you > also. You > can also say things like "last wednesday", etc. > > Kevin Murphy > From rt at chaka.net Tue Dec 7 15:50:40 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Dec 2004 15:50:40 -0500 Subject: [rt-users] Tickets: Query Builder - how to show tickets created within last 7 days? In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC687ACE@msmpk02.corp.autc.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC687ACE@msmpk02.corp.autc.com> Message-ID: <20041207205039.GN11055@chaka.net> RT uses Time::ParseDate for this. http://search.cpan.org/~muir/Time-modules-2003.1126/lib/Time/ParseDate.pm On Tue, Dec 07, 2004 at 01:20:47PM -0800, Pei Ku wrote: > thanks Kevin - that worked. > > apparently the query builder is doing more than just concatenating the WHERE clause... I queried Oracle's dynamic view to see the actual SQLs being executed by RT -- the WHERE clauses don't look exactly like what you see in RT's query builder. > > Which brings to another question - is there documentation on what values you can set in the Query Builder? > > thanks! > > Pei > > > -----Original Message----- > > From: Kevin Murphy [mailto:murphy at genome.chop.edu] > > Sent: Tuesday, December 07, 2004 1:05 PM > > To: Pei Ku; rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Tickets: Query Builder - how to show tickets > > created within last 7 days? > > > > > > Pei Ku wrote: > > > > >I am trying to build and save a query within Query Builder > > that will show the tickets created within last 7 days. > > > > > > > > I'm totally ignorant on these matters, but with my PostgreSQL > > instance, > > I can select AFTER and then type in "8 days ago". I doubt this is > > supported by PostgreSQL itself, so the magic may work for you > > also. You > > can also say things like "last wednesday", etc. > > > > Kevin Murphy > > > _______________________________________________ > 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 Tue Dec 7 16:31:27 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 07 Dec 2004 16:31:27 -0500 Subject: [rt-users] 3.3 - Text Custom Fields Message-ID: <5.2.1.1.2.20041207162940.02872438@po14.mit.edu> Am I right in thinking that the "Fill in one text area" CF in RT3.3 holds no more than 255 characters? Any way to have a text CF of unlimited length? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services Information Services and Technology (IS&T) sturner at mit.edu From rt at chaka.net Tue Dec 7 15:52:29 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Dec 2004 15:52:29 -0500 Subject: [rt-users] Can't log into web interface In-Reply-To: <6.0.1.1.0.20041207132929.0244ddc0@iwapps4.iwapps.com> References: <6.0.1.1.0.20041207132929.0244ddc0@iwapps4.iwapps.com> Message-ID: <20041207205229.GO11055@chaka.net> Are you using username=root and password=password ? On Tue, Dec 07, 2004 at 01:44:17PM -0700, Leon wrote: > Just installed RT 3.2.2 on Fedora Core2. A thousand thanks for the > installation FAQ!!!!! I was able to get this far in a couple of hours as > opposed to the last installation where I spent orders of magnitude longer!!! > > Setup > Fedora Core 2 > RT 3.2.2 > Perl 5.8.3 > Apache 2.0.51 using a virtual host setup > MySQL 4.0.22 > > As per the FAQ, I installed RT in /usr/local/rt3 instead of > /opt/rt3. Install appeared to go OK. I was able to start Apache with out > any problems. When I go to the webpage I get login screen and graphics. > But when I login, I get "Error: username or password are > incorrect". The RT and Apache logs both say login failure. > Initially I configured to use localhost in MySQL. I tried going back > and configuring to use the FQDM. The install went OK. The initialize -db > went without error. > I have rechecked my RT_SiteConfig.pm file to confirm the database and > web setup. > > I'm probably missing something simple but......for the life of me, I can't > see 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 rt at chaka.net Tue Dec 7 15:56:48 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 7 Dec 2004 15:56:48 -0500 Subject: [rt-users] 3.3 - Text Custom Fields In-Reply-To: <5.2.1.1.2.20041207162940.02872438@po14.mit.edu> References: <5.2.1.1.2.20041207162940.02872438@po14.mit.edu> Message-ID: <20041207205648.GP11055@chaka.net> I think you a wrong. For mysql: mysql> describe ObjectCustomFieldValues; +-----------------+--------------+------+-----+---------+----------------+ | Field | Type | Null | Key | Default | Extra | +-----------------+--------------+------+-----+---------+----------------+ | id | int(11) | | PRI | NULL | auto_increment | | ObjectId | int(11) | | | 0 | | | CustomField | int(11) | | MUL | 0 | | | Content | varchar(255) | YES | MUL | NULL | | | Creator | int(11) | | | 0 | | | Created | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | | | 0 | | | LastUpdated | datetime | YES | | NULL | | | ObjectType | varchar(255) | | | | | | LargeContent | longtext | YES | | NULL | | | ContentType | varchar(80) | YES | | NULL | | | ContentEncoding | varchar(80) | YES | | NULL | | | SortOrder | int(11) | | | 0 | | | Disabled | smallint(6) | | | 0 | | +-----------------+--------------+------+-----+---------+----------------+ 14 rows in set (0.02 sec) http://dev.mysql.com/doc/mysql/en/BLOB.html http://dev.mysql.com/doc/mysql/en/Storage_requirements.html Looks like you can have 2^32 characters. -Todd On Tue, Dec 07, 2004 at 04:31:27PM -0500, Stephen Turner wrote: > Am I right in thinking that the "Fill in one text area" CF in RT3.3 holds > no more than 255 characters? Any way to have a text CF of unlimited length? > > Thanks, > Steve > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > Information Services and Technology (IS&T) > > sturner at mit.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 leon at iwa-solutions.com Tue Dec 7 17:28:10 2004 From: leon at iwa-solutions.com (Leon) Date: Tue, 07 Dec 2004 15:28:10 -0700 Subject: [rt-users] Can't log into web interface - resolved In-Reply-To: <20041207205229.GO11055@chaka.net> References: <6.0.1.1.0.20041207132929.0244ddc0@iwapps4.iwapps.com> <20041207205229.GO11055@chaka.net> Message-ID: <6.0.1.1.0.20041207151658.0aaa98e0@iwapps4.iwapps.com> No, I wasn't.....I tried it and it worked!!! Thanks to Todd Chapman and Stephen Hancock for the help !!!! Before charging forward with a bug report, I re-read the generic README and found the reference I missed because I used the Install FAQ. Can I respectfully request that a reminder be added to that otherwise WONDERFUL Fedora core2 FAQ. Either to be sure to read the generic README also...or that the initial password is hard-coded. By the way, I really like what the new version looks like ]8=}} At 01:52 PM 12/7/04, Todd Chapman wrote: >Are you using username=root and password=password ? > >On Tue, Dec 07, 2004 at 01:44:17PM -0700, Leon wrote: > > Just installed RT 3.2.2 on Fedora Core2. A thousand thanks for the > > installation FAQ!!!!! I was able to get this far in a couple of hours as > > opposed to the last installation where I spent orders of magnitude > longer!!! > > > > Setup > > Fedora Core 2 > > RT 3.2.2 > > Perl 5.8.3 > > Apache 2.0.51 using a virtual host setup > > MySQL 4.0.22 > > > > As per the FAQ, I installed RT in /usr/local/rt3 instead of > > /opt/rt3. Install appeared to go OK. I was able to start Apache with out > > any problems. When I go to the webpage I get login screen and graphics. > > But when I login, I get "Error: username or password are > > incorrect". The RT and Apache logs both say login failure. > > Initially I configured to use localhost in MySQL. I tried going back > > and configuring to use the FQDM. The install went OK. The initialize -db > > went without error. > > I have rechecked my RT_SiteConfig.pm file to confirm the database and > > web setup. > > > > I'm probably missing something simple but......for the life of me, I can't > > see 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 patrick at compucominc.com Wed Dec 8 00:19:22 2004 From: patrick at compucominc.com (Patrick W. Thompson) Date: Tue, 7 Dec 2004 21:19:22 -0800 Subject: [rt-users] RT Home Display - Modify display to include all tickets? Message-ID: <00d101c4dce5$7a9604d0$0164a8c0@patrick1> Is there a way to modify RT to allow showing all tickets that are associated with a particular queue regardless of the owner? In other words, we have a groups of staff that work different shifts. When one technician ends his shift and was working on a particular issue or project, he writes the appropriate data into the ticket. Whoever the next technician that may come in should be able to see all tickets that are associated with that queue and pick up the priority ones that need to continue on. I know they could do a search but it would be nicer if they were displayed on the main screen. Maybe just have a "special" user that could see them all and then have a "ticket center computer" logged in at all times at that user? Just having the technician assign it to someone else leaves chance for failure if that particular technician calls in sick or happens to be on vacation. Thanks in advance for any input. Patrick -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickm at 3d3.com Wed Dec 8 01:31:16 2004 From: rickm at 3d3.com (Rick Measham) Date: Wed, 08 Dec 2004 17:31:16 +1100 Subject: [rt-users] RT Home Display - Modify display to include all tickets? In-Reply-To: <00d101c4dce5$7a9604d0$0164a8c0@patrick1> References: <00d101c4dce5$7a9604d0$0164a8c0@patrick1> Message-ID: <1102487475.17316.8.camel@rickm.local> A while back (Tue, 12 Oct 2004) I posted a hack that adds a 'Top 10 highest priority tickets owned by others' to your home page. It should be in the archives or mail me off-list and I'll send it to you. Cheers! Rick Measham On Wed, 2004-12-08 at 16:19, Patrick W. Thompson wrote: > Is there a way to modify RT to allow showing all tickets that are > associated with a particular queue regardless of the owner? In other > words, we have a groups of staff that work different shifts. When one > technician ends his shift and was working on a particular issue or > project, he writes the appropriate data into the ticket. Whoever the > next technician that may come in should be able to see all tickets > that are associated with that queue and pick up the priority ones that > need to continue on. I know they could do a search but it would be > nicer if they were displayed on the main screen. Maybe just have a > ?special? user that could see them all and then have a ?ticket center > computer? logged in at all times at that user? > > > > Just having the technician assign it to someone else leaves chance for > failure if that particular technician calls in sick or happens to be > on vacation. > > > > Thanks in advance for any input. > > Patrick > > > > > > ______________________________________________________________________ > _______________________________________________ > 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 -------------- 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 kcgeek at gmail.com Wed Dec 8 07:13:23 2004 From: kcgeek at gmail.com (john w) Date: Wed, 8 Dec 2004 06:13:23 -0600 Subject: [rt-users] New user a few questions Message-ID: I have the system setup and it is usable. My questions relate to some advanced functionality. We are demoing the system for possible use by our help desk and internal IT group. Anyway. I have read all the docs 2 times :) 1. Would like to setup auto ticket generation via email. Specifically have my network monitor (nagios) auto generate trouble tickets via email. I have read vague things about auto ticket generation being possible via google just nothing like a howto. If this is in the docs somewhere please point me to it and I will go from there. 2. Escalation of a trouble ticket or notification the ticket is not complete after a certain amount of time? Again if this is in the docs please point me to it. To the devs we really like the program and if it is decided we are going to use we will be calling you. Thanks John From seph at directionless.org Wed Dec 8 10:27:31 2004 From: seph at directionless.org (seph) Date: Wed, 08 Dec 2004 10:27:31 -0500 Subject: [rt-users] Re: mass-creation of RT user accounts In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC687ACD@msmpk02.corp.autc.com> (Pei Ku's message of "Tue, 7 Dec 2004 12:59:23 -0800") References: <4C74BC03B92C5A40A3450C588DF2B2EC687ACD@msmpk02.corp.autc.com> Message-ID: > I've seen some people mentioned RT CLI and/or API, but I have not > come across a documentation titled "RT CLI" or "RT API". Could > someone care to point the way? There's at least some info on the wiki http://wiki.bestpractical.com/ seph From brown_m_k at yahoo.ca Wed Dec 8 10:03:33 2004 From: brown_m_k at yahoo.ca (Michael Brown) Date: Wed, 08 Dec 2004 10:03:33 -0500 Subject: [rt-users] Organizing Content in RTFM Message-ID: Hi Folks! I'm just getting RTFM set up on a new RT install, and I'm wondering how folks have organized their content. Here's my questions/thoughts... Should Classes be broad and general, or specific? (ie. Computers vs Notebooks, Desktops, etc.) What custom fields do folks tend to use? I'm personally thinking of - Keywords - Question - Answer - Applies to (products) - External URL Are there any other good ones to have that I haven't thought of? Thanks for your time! /Mike From pku at autotradecenter.com Wed Dec 8 11:08:09 2004 From: pku at autotradecenter.com (Pei Ku) Date: Wed, 8 Dec 2004 08:08:09 -0800 Subject: [rt-users] Make CC list persistent Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC81046D@msmpk02.corp.autc.com> Hi, I noticed that when a user creates a new ticket, the email addresses he specifies in the cc/AdminCC lists persist through the life of the ticket (unless they are modified by users with more powerful rights like ModifyTicket). However, if the user (who has ReplyTicket right) wants to add additional email addresses to the cc list during a subsequent reply to the ticket, the changes made to cc only applies to that reply, not subsequent replies. I could grant ModifyTicket to a regular user, but that's too much power (I think) -- I don't want a regular user to be able to change Owner of the ticket, for example. Is there another right that allows a ticket requester to make persistent changes to the cc list when replying to a ticket? thanks Pei From aharrison at gmail.com Wed Dec 8 11:18:06 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 8 Dec 2004 11:18:06 -0500 Subject: [rt-users] mass-creation of RT user accounts In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC687AC1@msmpk02.corp.autc.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC687AC1@msmpk02.corp.autc.com> Message-ID: On Mon, 6 Dec 2004 15:33:20 -0800, Pei Ku wrote: > Hi, > > Is there a quick way of creating, say, 100 user accounts in RT w/o entering them one by one via the web interface? ***I didn't test this at all.*** This is 10 minutes of cutting and pasting with a few extra lines thrown in. Keep passing stuff to CreateUser. You can probably drop the $ErrorTo and $entity part (or populate them accordingly as seen in /lib/RT/Interface/Email.pm for an example) and just do: CreateUser( "username", "e-mail address", "name" ); Or loop through a list appropriately. -------------- #!/usr/local/bin/perl -w use strict; use lib "/path/to/rt/libraries/"; use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc); #Clean out all the nasties from the environment CleanEnv(); #let's talk to RT' use RT; #Load RT's config file RT::LoadConfig(); # Connect to the database. set up loggign RT::Init(); #Load the systemuser my $NewUser = RT::User->new($RT::SystemUser); print loc('Hello!'); # Synonym of $CurrentUser->loc('Hello!'); # {{{ Create User sub CreateUser { my ($Username, $Address, $Name, $ErrorsTo, $entity) = @_; my $NewUser = RT::User->new($RT::SystemUser); my ($Val, $Message) = $NewUser->Create(Name => ($Username || $Address), EmailAddress => $Address, RealName => $Name, Password => undef, Privileged => 0, Comments => 'Autocreated on ticket submission' ); unless ($Val) { # Deal with the race condition of two account creations at once # if ($Username) { $NewUser->LoadByName($Username); } unless ($NewUser->Id) { $NewUser->LoadByEmail($Address); } unless ($NewUser->Id) { MailError( To => $ErrorsTo, Subject => "User could not be created", Explanation => "User creation failed in mailgateway: $Message", MIMEObj => $entity, LogLevel => 'crit' ); } } #Load the new user object my $CurrentUser = RT::CurrentUser->new(); $CurrentUser->LoadByEmail($Address); unless ($CurrentUser->id) { $RT::Logger->warning("Couldn't load user '$Address'.". "giving up"); MailError( To => $ErrorsTo, Subject => "User could not be loaded", Explanation => "User '$Address' could not be loaded in the mail gateway", MIMEObj => $entity, LogLevel => 'crit' ); } else { my ($stat, $pass) = $CurrentUser->SetRandomPassword(); if ( $stat ) { print "User: $CurrentUser->Name, " Password: ", $pass, "\n"; } else { print "Unable to set password for user ", $CurrentUser->Name, "\n"; } } return $CurrentUser; } # }}} -- Andy Harrison From steve at n2sw.com Wed Dec 8 10:52:52 2004 From: steve at n2sw.com (Steve Rieger) Date: Wed, 08 Dec 2004 10:52:52 -0500 Subject: [rt-users] Message-ID: Hi all Have been using rt for a few years but never did advanced stuff within. Now I work for a new corp and we are looking for a decent ticket system, needless to say we are implementing rt3. Now for the questions, I also would like to have a knowledge base, that the help desk folks can plug in some info as they start using and seeing the types of tickets. That's about it for now -- Steve Rieger Direct 212-804-1131 Cell 646-335-8915 From aharrison at gmail.com Wed Dec 8 11:30:43 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 8 Dec 2004 11:30:43 -0500 Subject: [rt-users] request for Approvals queue help In-Reply-To: <41B5F1FF.7060407@lternet.edu> References: <41B5F1FF.7060407@lternet.edu> Message-ID: On Tue, 07 Dec 2004 11:10:07 -0700, Michelle L. Murillo wrote: > Hi, > > I am having problems setting up Approvals. I have read the manual > referring to this and all of the applicable newsgroup postings and have > not been able to figure out why it is not working. > > We are set up as follows: > > RT 3.0.8 > Perl 5.8.0 (please, I hope this is problem is not related to this?) > RHEL AS 3.0 > Apache 2.048 > fastcgi > MySQL 4.0.18 --------------- http://wiki.bestpractical.com/index.cgi?FAQ FAQ When you want to ask a question < snip > * If you are not running the most recent stable version of RT/RTFM/RTIR then upgrade before asking your question. --------------- -- Andy Harrison From rt at chaka.net Wed Dec 8 10:51:28 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 8 Dec 2004 10:51:28 -0500 Subject: [rt-users] In-Reply-To: References: Message-ID: <20041208155128.GQ11055@chaka.net> RTFM http://bestpractical.com/rtfm/ On Wed, Dec 08, 2004 at 10:52:52AM -0500, Steve Rieger wrote: > Hi all > Have been using rt for a few years but never did advanced stuff within. Now > I work for a new corp and we are looking for a decent ticket system, > needless to say we are implementing rt3. Now for the questions, I also would > like to have a knowledge base, that the help desk folks can plug in some > info as they start using and seeing the types of tickets. > > That's about it for now > > -- > Steve Rieger > Direct 212-804-1131 > Cell 646-335-8915 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From aharrison at gmail.com Wed Dec 8 11:41:55 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 8 Dec 2004 11:41:55 -0500 Subject: [rt-users] New user a few questions In-Reply-To: References: Message-ID: > 1. Would like to setup auto ticket generation via email. Specifically > have my network monitor (nagios) auto generate trouble tickets via > email. I have read vague things about auto ticket generation being > possible via google just nothing like a howto. If this is in the docs > somewhere please point me to it and I will go from there. This is what rt-mailgate does. http://wiki.bestpractical.com/index.cgi?ManualInstallation For example, my alias uses: |/usr/local/rt3/bin/rt-mailgate --queue $DEFAULT --action correspond --url http://localhost ...which handles messages sent to rt-somequeue at example.com > 2. Escalation of a trouble ticket or notification the ticket is not > complete after a certain amount of time? Again if this is in the docs > please point me to it. rt-crontool http://wiki.bestpractical.com/index.cgi?UseRtCrontool or http://wiki.bestpractical.com/index.cgi?UseRtReminder or rt-escalate: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ -- Andy Harrison From aharrison at gmail.com Wed Dec 8 11:47:35 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 8 Dec 2004 11:47:35 -0500 Subject: [rt-users] Make CC list persistent In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC81046D@msmpk02.corp.autc.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC81046D@msmpk02.corp.autc.com> Message-ID: On Wed, 8 Dec 2004 08:08:09 -0800, Pei Ku wrote: > Hi, > > I noticed that when a user creates a new ticket, the email addresses he specifies in the cc/AdminCC lists persist through the life of the ticket (unless they are modified by users with more powerful rights like ModifyTicket). > > However, if the user (who has ReplyTicket right) wants to add additional email addresses to the cc list during a subsequent reply to the ticket, the changes made to cc only applies to that reply, not subsequent replies. > > I could grant ModifyTicket to a regular user, but that's too much power (I think) -- I don't want a regular user to be able to change Owner of the ticket, for example. > > Is there another right that allows a ticket requester to make persistent changes to the cc list when replying to a ticket? This isn't an issue of rights. If you reply to a ticket and specify a Cc, it only applies to that transaction. If you want someone to begin receiving all updates to a ticket via the Cc list, you need to add the address in the People section of the ticket. You could write an OnCorrespond scrip to do this though. -- Andy Harrison From aharrison at gmail.com Wed Dec 8 11:56:20 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 8 Dec 2004 11:56:20 -0500 Subject: [rt-users] Text-based priority? In-Reply-To: References: Message-ID: On Tue, 7 Dec 2004 10:39:59 -0500, Goltz, Jim (NIH/NLM/LHC) wrote: > Has anyone implemented using text tags (Normal, High, Emergency) in place of > numeric priority in RT? Have a look at this archive entry. http://lists.bestpractical.com/pipermail/rt-users/2004-October/026182.html -- Andy Harrison From dhutty at ece.cmu.edu Wed Dec 8 12:17:23 2004 From: dhutty at ece.cmu.edu (Duncan Hutty) Date: Wed, 08 Dec 2004 12:17:23 -0500 Subject: [rt-users] creating the initial database Message-ID: <1102526242.10228.68.camel@GIMLI.ECE.CMU.EDU> In the install docs, I see a line: make initialize-database I also see a configure option --with-db-database=DBNAME default:rt3 Is the following correct: 1. If I specify --with-db-database=DBNAME then make initialize-database will require DBNAME to exist already and create tables etc. in that database? 2. If I do not use the configure option --with-db-database, make initialize-database will create a new database, named rt3, for me and go from there? Thanks. -- Duncan Hutty System Administrator Department of Electrical and Computer Engineering Carnegie Mellon University From pku at autotradecenter.com Wed Dec 8 12:53:52 2004 From: pku at autotradecenter.com (Pei Ku) Date: Wed, 8 Dec 2004 09:53:52 -0800 Subject: [rt-users] Make CC list persistent Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC810471@msmpk02.corp.autc.com> Hi, I forgot to mention that I (logged in as the Requestor) did try using People to modify the cc: list; but I got a Permission Denied error. The only users in the system that can do that currently are those that have been granted ModifyTicket right for that queue. thanks Pei -----Original Message----- From: Andy Harrison [mailto:aharrison at gmail.com] Sent: Wed 12/8/2004 8:47 AM To: Pei Ku Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Make CC list persistent On Wed, 8 Dec 2004 08:08:09 -0800, Pei Ku wrote: > Hi, > > I noticed that when a user creates a new ticket, the email addresses he specifies in the cc/AdminCC lists persist through the life of the ticket (unless they are modified by users with more powerful rights like ModifyTicket). > > However, if the user (who has ReplyTicket right) wants to add additional email addresses to the cc list during a subsequent reply to the ticket, the changes made to cc only applies to that reply, not subsequent replies. > > I could grant ModifyTicket to a regular user, but that's too much power (I think) -- I don't want a regular user to be able to change Owner of the ticket, for example. > > Is there another right that allows a ticket requester to make persistent changes to the cc list when replying to a ticket? This isn't an issue of rights. If you reply to a ticket and specify a Cc, it only applies to that transaction. If you want someone to begin receiving all updates to a ticket via the Cc list, you need to add the address in the People section of the ticket. You could write an OnCorrespond scrip to do this though. -- Andy Harrison From pku at autotradecenter.com Wed Dec 8 13:24:45 2004 From: pku at autotradecenter.com (Pei Ku) Date: Wed, 8 Dec 2004 10:24:45 -0800 Subject: [rt-users] Make CC list persistent Message-ID: <4C74BC03B92C5A40A3450C588DF2B2EC810472@msmpk02.corp.autc.com> Hmm.. not sure if I understand the security concern you raised. The effect I am trying to achieve is this: - I have a queue called "Applicatoin Service Queue". The AppServe group works with developers and QA and IT and Client Services w/ issues like production application patches and upgrades, data loading, stage/test/dev environments management, etc. - Communication in this queue is generally of interest to many people in different groups. So when a user creates a ticket in the AppServQueue, the capabilities I'd like to give to users are the following: a. Requestor can perform CreateTicket and ReplyToTicket in AppServQueue b. Requestor can specify any number of RT users in the CC Watcher list upon ticket creation. c. RT Users in the CC Watcher list for that particular ticket can see the ticket and ReplyToTicket (but nothing else) d. Requestor may choose to add/delete people from the CC Watch list as the ticket progresses (ie, during the course of back-and-forth replies on the ticket, Requestor realizes more or less people should be made aware of the issues discussed in the ticket; Requestor then makes *permanent* changes to the cc list so all subsequent replies on the ticket are visible to the new list of cc's) e. The users/group that managed the AppServQueue can to anything to the tickets in that queue. This is how I set up the rights to achieve the above: a. In Global rights, grant CreateTicket, SeeQueue to Privileged role (currently, all RT users are company staff; all RT users are allowed see his requests and create requests in any queues) b. When a user creates a new ticket, he can specify any number of other RT user email addresses in cc; and that list of cc:'s seems to persist during the life of the ticket (in fact, the little comment in paren for the cc: field states that fact). This ability seems to part of CreateTicket. c: In Global rights, grant ReplyToTicket and ShowTicket to the role CC ; btw, same rights are granted to Requestor (so he can reply to and see his own requests) d: THIS IS THE PART I HAVEN'T FIGURED OUT HOW TO ACHIEVE. e. I have a group (AppServGroup) that have been granted a bunch of rights on the queue, including ModifyTicket. This is the only group of users that can modify CC (via People) permanently for a given ticket currently (I think the capability is part of the ModifyTicket right). The workaround right now is to have AppServGroup make permanent changes to People. thanks Pei -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wed 12/8/2004 9:48 AM To: Pei Ku Cc: Subject: Re: [rt-users] Make CC list persistent On Dec 8, 2004, at 11:08 AM, Pei Ku wrote: > Hi, > > Is there another right that allows a ticket requester to make > persistent changes to the cc list when replying to a ticket? The danger with that is that a malicious user could forge ticket correspondence to get themself cced on potentially private tickets. Jesse > thanks > > Pei > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From leon at iwa-solutions.com Wed Dec 8 14:28:53 2004 From: leon at iwa-solutions.com (Leon) Date: Wed, 08 Dec 2004 12:28:53 -0700 Subject: [rt-users] RT 3.x migration to new server Message-ID: <6.0.1.1.0.20041208122208.037bdeb0@iwapps4.iwapps.com> I am in the process of setting up a new RT server. I have the server up and running RT. Now I need to migrate the data. I have found information on migrating from RT2 to RT3 but nothing on server - to - server. I am assuming that DB dump is all that is needed. Is this correct? Old System RT 3.0.6 Redhat 8 Apache 2.0.40 MySQL 4.0.15 New System RT 3.2.2 Fedora Core 2 Apache 2.0.51 MySQL 4.0.22 Most anything is after you've done it successfully a few times Leon Network and Systems Administrator From dimitry.faynerman at hypermediasystems.com Wed Dec 8 14:29:27 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Wed, 8 Dec 2004 11:29:27 -0800 Subject: [rt-users] choosing template on the fly - part 2 In-Reply-To: <1102487475.17316.8.camel@rickm.local> Message-ID: <000201c4dd5c$3b411ff0$0d04140a@DimitryFaynerman> Hello, Here's the original discussion about selecting template based on user's language: http://lists.bestpractical.com/pipermail/rt-users/2004-May/023084.html and here's the solution posted on wiki: http://wiki.bestpractical.com/index.cgi?action=revisions&page_id=ChooseTempl ateByUserLang&revision_id=-1 this worked fine as long as tickets were created from RT. However, now we need to create tickets by mail. We have separate scripts for sending email for different languages. So what I did was added a line to email header: "X-RT-LANG" => "ja", so that I could see which language to use. Then in the RT::Interface::Email::CreateUser I use something like this: my ($Val, $Message) = $NewUser->Create(Name => ($Username || $Address), EmailAddress => $Address, RealName => $Name, Password => undef, Privileged => 0, Comments => 'Autocreated on ticket submission', Lang => $ParsedRTLang ); so the user's language is setup as passed in the email header, and I expected that that would be enough to force RT to use template selection described in part 1. However, for some reason it doesn't work. It seems to me that SendMail.pm is not even being called when a ticket gets created from email. Is that true, and if so what can I do about this? Thanks, Dimitry From mbochynski at audiumcorp.com Wed Dec 8 15:15:14 2004 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Wed, 08 Dec 2004 15:15:14 -0500 Subject: [rt-users] RT 3.x migration to new server In-Reply-To: <6.0.1.1.0.20041208122208.037bdeb0@iwapps4.iwapps.com> References: <6.0.1.1.0.20041208122208.037bdeb0@iwapps4.iwapps.com> Message-ID: <1102536913.1134.100.camel@europium.audiumcorp.com> I would suggest installing RT3.2.2 on the old system and do the upgrade. Then you can just do a mysql dump to the new system. You will have the new system nice and clean :) without any old RT and/or no-longer-needed perl modules. As far as I remember, there are differences in DB schema between 3.0.6 and 3.2.2, so you cannot do the dump itself. I've done migration from RT 2.0.X, mysql 3 and perl 5.8.0 to RT3.2, mysql 4 perl 5.8.3 and it worked. Michael On Wed, 2004-12-08 at 14:28, Leon wrote: > I am in the process of setting up a new RT server. I have the server up > and running RT. Now I need to migrate the data. I have found information > on migrating from RT2 to RT3 but nothing on server - to - server. I am > assuming that DB dump is all that is needed. Is this correct? > > Old System > RT 3.0.6 > Redhat 8 > Apache 2.0.40 > MySQL 4.0.15 > > New System > RT 3.2.2 > Fedora Core 2 > Apache 2.0.51 > MySQL 4.0.22 > > > Most anything is after you've done it successfully a few times > > Leon > Network and 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 sakshale at equoria.net Wed Dec 8 15:25:54 2004 From: sakshale at equoria.net (Sakshale eQuorian) Date: Wed, 8 Dec 2004 12:25:54 -0800 (PST) Subject: [rt-users] MySQL, Solaris 9 and DBD::mysql Message-ID: <39433.209.221.240.10.1102537554.squirrel@209.221.240.10> Hi all; I've been trying to install RT for a couple of weeks now, with no luck at all. I have run out of ideas related to getting DBD::mysql to work on a brand spanking new Solaris 9 system with tons of stuff added from the Solaris free software site. ( http://www.sunfreeware.com/ ) I've posted the gory details on the mysql install forum. Ref: http://forums.mysql.com/read.php?11,7767,7767#msg-7767 I've seen tons of posts with simular problems, including a few with suggested solutions. Unfortunately, none of them seemed to work for me. Pointers would be appreciated. Thanks Sakshale From Ruslan.Zakirov at acronis.com Wed Dec 8 15:57:43 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 08 Dec 2004 23:57:43 +0300 Subject: [rt-users] Text-based priority? In-Reply-To: References: Message-ID: <41B76AC7.5090907@acronis.com> Andy Harrison wrote: > On Tue, 7 Dec 2004 10:39:59 -0500, Goltz, Jim (NIH/NLM/LHC) > wrote: > >>Has anyone implemented using text tags (Normal, High, Emergency) in place of >>numeric priority in RT? > > > Have a look at this archive entry. > > http://lists.bestpractical.com/pipermail/rt-users/2004-October/026182.html > Published this link on the wiki http://wiki.bestpractical.com/index.cgi?TextBasedPriorities From Ruslan.Zakirov at acronis.com Wed Dec 8 16:00:38 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 00:00:38 +0300 Subject: [rt-users] request for Approvals queue help In-Reply-To: <41B5F1FF.7060407@lternet.edu> References: <41B5F1FF.7060407@lternet.edu> Message-ID: <41B76B76.6040509@acronis.com> Michelle L. Murillo wrote: > Hi, > > I am having problems setting up Approvals. I have read the manual > referring to this and all of the applicable newsgroup postings and have > not been able to figure out why it is not working. Start from upgrade. And then http://wiki.bestpractical.com/?Debug > > We are set up as follows: > > RT 3.0.8 > Perl 5.8.0 (please, I hope this is problem is not related to this?) > RHEL AS 3.0 > Apache 2.048 > fastcgi > MySQL 4.0.18 > > I created a queue (called testing_queue) > - I added a "approval scrip" local to this queue as indicated in the doc: > On Create > CreateTickets > TransactionCreate > Template "ticket approval" (a local template to the queue testing_queue) > > My template "ticket approval" looks like this: > ===Create-Ticket > Subject:Ticket waiting for approval {$Tickets{'TOP'}->Subject} > Depended-On-By:TOP > Queue:Approvals > Type:Approval > Content: Someone has created a ticket, you should review and approve,so > they can finish their work. > ENDOFCONTENT > > Absolutely nothing happens. I checked the log files and there are no > errors that seem to pertain to this - but what I did notice is that the > "approval scrip" never runs. It is scrip #16 - I can see that all of the > other global scrips (on create, autoreply...etc.) have run and that I > receive all of the subsequent emails... > > Any pointers to point me in a new direction to figure this out? > > TIA! > Michelle > > From Ruslan.Zakirov at acronis.com Wed Dec 8 16:18:16 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 00:18:16 +0300 Subject: [rt-users] creating the initial database In-Reply-To: <1102526242.10228.68.camel@GIMLI.ECE.CMU.EDU> References: <1102526242.10228.68.camel@GIMLI.ECE.CMU.EDU> Message-ID: <41B76F98.5090900@acronis.com> Duncan Hutty wrote: > In the install docs, I see a line: make initialize-database > I also see a configure option --with-db-database=DBNAME default:rt3 > > Is the following correct: > > 1. If I specify --with-db-database=DBNAME then make initialize-database > will require DBNAME to exist already and create tables etc. in that > database? > > 2. If I do not use the configure option --with-db-database, make > initialize-database will create a new database, named rt3, for me and go > from there? > > Thanks. AFAIK 1) yes 2) no From Ruslan.Zakirov at acronis.com Wed Dec 8 16:26:48 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 00:26:48 +0300 Subject: [rt-users] Make CC list persistent In-Reply-To: <4C74BC03B92C5A40A3450C588DF2B2EC81046D@msmpk02.corp.autc.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC81046D@msmpk02.corp.autc.com> Message-ID: <41B77198.2050408@acronis.com> IMHO you didn't read http://wiki.bestpractical.com/index.cgi?Rights AFAIK: Only ModifyTicket do what you want. Pei Ku wrote: > Hi, > > I noticed that when a user creates a new ticket, the email addresses he specifies in the cc/AdminCC lists persist through the life of the ticket (unless they are modified by users with more powerful rights like ModifyTicket). > > However, if the user (who has ReplyTicket right) wants to add additional email addresses to the cc list during a subsequent reply to the ticket, the changes made to cc only applies to that reply, not subsequent replies. > > I could grant ModifyTicket to a regular user, but that's too much power (I think) -- I don't want a regular user to be able to change Owner of the ticket, for example. > > Is there another right that allows a ticket requester to make persistent changes to the cc list when replying to a ticket? > > thanks > > Pei > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Wed Dec 8 16:32:31 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 00:32:31 +0300 Subject: [rt-users] choosing template on the fly - part 2 In-Reply-To: <000201c4dd5c$3b411ff0$0d04140a@DimitryFaynerman> References: <000201c4dd5c$3b411ff0$0d04140a@DimitryFaynerman> Message-ID: <41B772EF.4080706@acronis.com> Dimitry Faynerman wrote: > Hello, > > Here's the original discussion about selecting template based on user's > language: > > http://lists.bestpractical.com/pipermail/rt-users/2004-May/023084.html > > and here's the solution posted on wiki: > > http://wiki.bestpractical.com/index.cgi?action=revisions&page_id=ChooseTempl > ateByUserLang&revision_id=-1 > > this worked fine as long as tickets were created from RT. > However, now we need to create tickets by mail. We have separate scripts for > sending email for different languages. > > So what I did was added a line to email header: > > "X-RT-LANG" => "ja", > > so that I could see which language to use. Then in the > RT::Interface::Email::CreateUser I use something like this: > > > my ($Val, $Message) = > $NewUser->Create(Name => ($Username || $Address), > EmailAddress => $Address, > RealName => $Name, > Password => undef, > Privileged => 0, > Comments => 'Autocreated on ticket submission', > Lang => $ParsedRTLang > ); > > > so the user's language is setup as passed in the email header, and I > expected that that would be enough to force RT to use template selection > described in part 1. > > However, for some reason it doesn't work. It seems to me that SendMail.pm is > not even being called when a ticket gets created from email. Is that true, > and if so what can I do about this? Don't understand why SendMail.pm should be called on create? Do you mean AutoReply scrip? > > Thanks, > > Dimitry > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From dimitry.faynerman at hypermediasystems.com Wed Dec 8 16:42:27 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Wed, 8 Dec 2004 13:42:27 -0800 Subject: [rt-users] choosing template on the fly - part 2 In-Reply-To: <41B772EF.4080706@acronis.com> Message-ID: <000201c4dd6e$cfcd8430$0d04140a@DimitryFaynerman> Ahh sorry I meant /local/lib/RT/Action/SendEmail_Local.pm -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at acronis.com] Sent: Wednesday, December 08, 2004 1:33 PM To: Dimitry Faynerman Cc: 'RT Users' Subject: Re: [rt-users] choosing template on the fly - part 2 Don't understand why SendMail.pm should be called on create? Do you mean AutoReply scrip? From Ruslan.Zakirov at acronis.com Wed Dec 8 16:42:49 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 00:42:49 +0300 Subject: [rt-users] MySQL, Solaris 9 and DBD::mysql In-Reply-To: <39433.209.221.240.10.1102537554.squirrel@209.221.240.10> References: <39433.209.221.240.10.1102537554.squirrel@209.221.240.10> Message-ID: <41B77559.8040301@acronis.com> AFAICS solution is there http://lists.mysql.com/perl/2346 Sakshale eQuorian wrote: > Hi all; > > I've been trying to install RT for a couple of weeks now, with > no luck at all. > > I have run out of ideas related to getting DBD::mysql to work > on a brand spanking new Solaris 9 system with tons of stuff > added from the Solaris free software site. > ( http://www.sunfreeware.com/ ) > > I've posted the gory details on the mysql install forum. > > Ref: http://forums.mysql.com/read.php?11,7767,7767#msg-7767 > > I've seen tons of posts with simular problems, including a > few with suggested solutions. Unfortunately, none of them > seemed to work for me. Pointers would be appreciated. > > Thanks > Sakshale > _______________________________________________ > 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 Wed Dec 8 16:33:20 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 8 Dec 2004 16:33:20 -0500 Subject: [rt-users] RT 3.x migration to new server In-Reply-To: <1102536913.1134.100.camel@europium.audiumcorp.com> References: <6.0.1.1.0.20041208122208.037bdeb0@iwapps4.iwapps.com> <1102536913.1134.100.camel@europium.audiumcorp.com> Message-ID: On Dec 8, 2004, at 3:15 PM, Michael Bochynski wrote: > I would suggest installing RT3.2.2 on the old system and do the > upgrade. > Then you can just do a mysql dump to the new system. You will have the > new system nice and clean :) without any old RT and/or no-longer-needed > perl modules. > > As far as I remember, there are differences in DB schema between 3.0.6 > and 3.2.2, so you cannot do the dump itself. > well, why not just copy the DB to the new server, and then pretend the new 3.2.2 install is really an upgrade? you get the same result with fewer steps. Between 3.0 and 3.2 you just have to apply some DB schema changes. no dump/reload crap necessary. Vivek Khera, Ph.D. +1-301-869-4449 x806 From sakshale at equoria.net Wed Dec 8 17:38:53 2004 From: sakshale at equoria.net (Sakshale eQuorian) Date: Wed, 8 Dec 2004 14:38:53 -0800 (PST) Subject: [rt-users] MySQL, Solaris 9 and DBD::mysql In-Reply-To: <41B77559.8040301@acronis.com> References: <39433.209.221.240.10.1102537554.squirrel@209.221.240.10> <41B77559.8040301@acronis.com> Message-ID: <58355.209.221.240.10.1102545533.squirrel@209.221.240.10> Thanks for helping. > AFAICS solution is there http://lists.mysql.com/perl/2346 "Recompiling Perl as a 64bit binary *or* recompiling the MySQL client libraries (not necessarily the server, there's a configure option --without-server or so) as 32 bit should do." If my notes are accurate, I compiled it using the options recommended in $MYSQL_SRC/Docs/manual.txt. (Note, no -m64). Sun Solaris 8 SPARC with `gcc' 3.2: `CC=gcc CFLAGS="-O3 -fno-omit-frame-pointer" CXX=gcc CXXFLAGS="-O3 -fno-omit-frame-pointer -felide-constructors -fno-exceptions -fno-rtti" ./configure --prefix=/usr/local/mysql --with-extra-charsets=complex --enable-thread-safe-client --enable-local-infile --enable-assembler --with-named-z-libs=no --with-named-curses-libs=-lcurses --disable-shared' Is there anything in these options that looks inappropiate? Sakshale > > Sakshale eQuorian wrote: >> Hi all; >> >> I've been trying to install RT for a couple of weeks now, with >> no luck at all. >> >> I have run out of ideas related to getting DBD::mysql to work >> on a brand spanking new Solaris 9 system with tons of stuff >> added from the Solaris free software site. >> ( http://www.sunfreeware.com/ ) >> >> I've posted the gory details on the mysql install forum. >> >> Ref: http://forums.mysql.com/read.php?11,7767,7767#msg-7767 >> >> I've seen tons of posts with simular problems, including a >> few with suggested solutions. Unfortunately, none of them >> seemed to work for me. Pointers would be appreciated. >> >> Thanks >> Sakshale >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com > From rickm at 3d3.com Wed Dec 8 19:17:00 2004 From: rickm at 3d3.com (Rick Measham) Date: Thu, 09 Dec 2004 11:17:00 +1100 Subject: [rt-users] Duplicating Data or Is there a save as? Message-ID: <1102551418.17316.962.camel@rickm.local> I'm adding new groups. I'd like them to be clones of another group. At the moment I'm just making sure I copy their permissions around the place, but I'd prefer to be sure. Is there a utility that I'm missing for doing a duplicate? (Or "Save this group as 'Name2'"?) Cheers! Rick Measham -------------- 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 rickm at 3d3.com Wed Dec 8 20:24:52 2004 From: rickm at 3d3.com (Rick Measham) Date: Thu, 09 Dec 2004 12:24:52 +1100 Subject: [rt-users] Custom Scrip Condition Message-ID: <1102555492.17316.972.camel@rickm.local> My RT system is being 'trained' to automatically resolve tickets. The workflow is thus: new -- Ticket created by Requestor open -- Ticket taken by a mushroom* and Mushroom has asked Requestor a question replied -- Requestor has replied closed -- Mushroom has answered question resolved -- Requestor agrees that the question is answered Now if the Requestor doesn't click the resolved button**, the ticket should automatically resolve after 7 days. To do that I figure a custom Scrip will work, however I need to calculate the number of days since the ticket status became 'closed'. Has anyone done this before? When are the conditions checked? If they are only checked on some sort of action on the ticket, do I need to make an external script? If I make an external script change the status, will an 'On Resolve' action still trigger? Cheers! Rick Measham * Mushroom: As per previous messages, a mushroom is a support person. The poor sods are left in the dark until such time as they're about to be eaten. They go quietly about their work, enriching the ground in which they sit. ** The Requestors use a different interface in which they pay before they can raise a ticket. In their interface this button DOES exist! -------------- 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 ktm at it.is.rice.edu Wed Dec 8 21:31:21 2004 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Wed, 8 Dec 2004 20:31:21 -0600 Subject: [rt-users] WebRT: Queue could not be loaded. () (/usr/site/rt/share/html/Elements/Error:75 Message-ID: <20041209023118.GA18191@it.is.rice.edu> I am having a problem with RT-3.2.2. It has been fine in small scale testing, but now with more people testing we are getting the following error in the logs and the ticket is not created or updated: [Thu Dec 9 01:32:05 2004] [error]: WebRT: Queue could not be loaded. () (/usr/site/rt/share/html/Elements/Error:75) [Thu Dec 9 01:47:11 2004] [error]: WebRT: Queue could not be loaded. () (/usr/site/rt/share/html/Elements/Error:75) .. I have only seen the problem on Internet Explorer and can reproduce the problem easily by using the "New ticket in" button at the top of the page several times in a row. Once the error appears, it keeps on happening. On the browser the error is: x RT Error Queue could not be loaded. Has anyone seen this problem before or have an idea for tracking down the cause? I can reproduce the problem on IE but have not successfully done so on Mozilla, Firefox, and I have no reports of the problem on Safari. Ken Marshall From hk at kapper.net Wed Dec 8 22:39:03 2004 From: hk at kapper.net (Harald Kapper) Date: Thu, 09 Dec 2004 04:39:03 +0100 Subject: [rt-users] question on mysql-version Message-ID: hi I recently read on the wiki that MySQL in V4.1.x is not suggested as there might be bugs... actually we're running RT 3.09 with V4.1.7 mysql quite happily (about 50.000 tickets and counting) without any problems - could someone indicate whether this warning in the wiki-doc is valid or not? also I wonder (though since performance-tuning we're happy for now) if RT's speed could be improved by using v4.1.7 features like subselects and stuff. thx for feedback, hk From Richard.Ellis at Sun.COM Thu Dec 9 03:29:24 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Thu, 09 Dec 2004 08:29:24 +0000 (GMT) Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 31 Message-ID: If you are still stuck, send me details and I'll do what I can to help. We have it running quitre happily on S9 on SPARC > Date: Thu, 09 Dec 2004 00:42:49 +0300 > From: "Ruslan U. Zakirov" > Subject: Re: [rt-users] MySQL, Solaris 9 and DBD::mysql > To: Sakshale eQuorian > Cc: rt-users at lists.bestpractical.com > Message-ID: <41B77559.8040301 at acronis.com> > Content-Type: text/plain; charset=us-ascii; format=flowed > > AFAICS solution is there http://lists.mysql.com/perl/2346 > > Sakshale eQuorian wrote: > > Hi all; > > > > I've been trying to install RT for a couple of weeks now, with > > no luck at all. > > > > I have run out of ideas related to getting DBD::mysql to work > > on a brand spanking new Solaris 9 system with tons of stuff > > added from the Solaris free software site. > > ( http://www.sunfreeware.com/ ) > > > > I've posted the gory details on the mysql install forum. > > > > Ref: http://forums.mysql.com/read.php?11,7767,7767#msg-7767 > > > > I've seen tons of posts with simular problems, including a > > few with suggested solutions. Unfortunately, none of them > > seemed to work for me. Pointers would be appreciated. > > > > Thanks > > Sakshale > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From aharrison at gmail.com Thu Dec 9 06:01:58 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 9 Dec 2004 06:01:58 -0500 Subject: [rt-users] Make CC list persistent In-Reply-To: <41B77198.2050408@acronis.com> References: <4C74BC03B92C5A40A3450C588DF2B2EC81046D@msmpk02.corp.autc.com> <41B77198.2050408@acronis.com> Message-ID: On Thu, 09 Dec 2004 00:26:48 +0300, Ruslan U. Zakirov wrote: > IMHO you didn't read http://wiki.bestpractical.com/index.cgi?Rights > AFAIK: Only ModifyTicket do what you want. Yeah, looks that way You'd have to do some sort of custom Modify.html form where you changed to and form a user with sufficient rights. my $old_user = $ticket->CurrentUser; $ticket->CurrentUser( $RT::SystemUser ); ... $ticket->CurrentUser( $old_user ); -- Andy Harrison From aharrison at gmail.com Thu Dec 9 06:14:29 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 9 Dec 2004 06:14:29 -0500 Subject: [rt-users] Custom Scrip Condition In-Reply-To: <1102555492.17316.972.camel@rickm.local> References: <1102555492.17316.972.camel@rickm.local> Message-ID: On Thu, 09 Dec 2004 12:24:52 +1100, Rick Measham wrote: > > Now if the Requestor doesn't click the resolved button**, the ticket > should automatically resolve after 7 days. Use rt-crontool. I answered this the other day because someone also asked how to make it use a SetStatus action. ------- RT::Action::AutoOpen should do what you want. Copy /lib/RT/Action/AutoOpen.pm to /local/lib/RT/Action/ and change it to suit your needs. You could also use that as an example and make new actions for AutoSetStall or AutoSetNew or something. -- Andy Harrison From aharrison at gmail.com Thu Dec 9 06:18:34 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 9 Dec 2004 06:18:34 -0500 Subject: [rt-users] RT 3.x migration to new server In-Reply-To: References: <6.0.1.1.0.20041208122208.037bdeb0@iwapps4.iwapps.com> <1102536913.1134.100.camel@europium.audiumcorp.com> Message-ID: On Wed, 8 Dec 2004 16:33:20 -0500, Vivek Khera wrote: > > > > On Dec 8, 2004, at 3:15 PM, Michael Bochynski wrote: > > > I would suggest installing RT3.2.2 on the old system and do the > > upgrade. > > Then you can just do a mysql dump to the new system. You will have the > > new system nice and clean :) without any old RT and/or no-longer-needed > > perl modules. > > > > As far as I remember, there are differences in DB schema between 3.0.6 > > and 3.2.2, so you cannot do the dump itself. > > > > well, why not just copy the DB to the new server, and then pretend the > new 3.2.2 install is really an upgrade? you get the same result with > fewer steps. > > Between 3.0 and 3.2 you just have to apply some DB schema changes. no > dump/reload crap necessary. I did this successfully without incident. Dump the current db, copy it over. Create the db using your database admin tool, not make initialize-database. Restore the db dump on the new server. Copy over /RT_BASE/ dir to the new box. Perform steps as directed by Upgrade directions. -- Andy Harrison From aharrison at gmail.com Thu Dec 9 06:19:59 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 9 Dec 2004 06:19:59 -0500 Subject: [rt-users] Duplicating Data or Is there a save as? In-Reply-To: <1102551418.17316.962.camel@rickm.local> References: <1102551418.17316.962.camel@rickm.local> Message-ID: On Thu, 09 Dec 2004 11:17:00 +1100, Rick Measham wrote: > I'm adding new groups. I'd like them to be clones of another group. At > the moment I'm just making sure I copy their permissions around the > place, but I'd prefer to be sure. > > Is there a utility that I'm missing for doing a duplicate? (Or "Save > this group as 'Name2'"?) Looking for that also. I stuck this in the wiki wishlist recently. -- Andy Harrison From doublethumb at gmail.com Thu Dec 9 07:05:49 2004 From: doublethumb at gmail.com (T.K Venu) Date: Thu, 9 Dec 2004 17:35:49 +0530 Subject: [rt-users] about queues Message-ID: <1aa7d4560412090405a75a830@mail.gmail.com> hi i have configured rt with 5 queues and i have created total 50 users in that 10 is from a group sr.system admins Privileged users. now total 50 users (unprivileged users) and some users from privileged users not able see above 5 queues from their interface why? what do i do for this problem? venu The doublethumb... From mmeyer at jasi.com Thu Dec 9 07:34:49 2004 From: mmeyer at jasi.com (Matthew Meyer) Date: Thu, 9 Dec 2004 07:34:49 -0500 Subject: [rt-users] Search Format Not Held On Re-Order Message-ID: <003e01c4ddeb$7c5058f0$7401a8c0@hq.jasi.com> With RT 3.2.2, I like the ability to customize the search format, including creating columns for custom fields. I have ran into one issue where if you exec a search with a customized format, the format is not held when re-ordering the results by clicking one of the links in the header. I can see the code in /html/Elements/CollectionsAsTable/Header, but I haven't been successful in converting the @Format argument into the right part of the query string for the header links. Any thoughts on how I can do that? Thanks. From nixon at nsc.liu.se Thu Dec 9 07:41:35 2004 From: nixon at nsc.liu.se (Leif Nixon) Date: Thu, 09 Dec 2004 13:41:35 +0100 Subject: [rt-users] Feature request: "Smart" email output encoding Message-ID: <87mzwntzi8.fsf@nsc.liu.se> Hi, I'm experimenting with RT 3.2.2 and character encodings. As I understand it, incoming emails are converted to, and stored in, UTF-8 encoding. Outgoing email are unconditionally encoded in $EmailOutputEncoding. Characters that can't be represented in $EmailOutputEncoding are replaced with question marks. (This should never happen if you stay with the default encoding, UTF-8.) Now, this is in principle just fine. However, UTF-8 is still not universally supported in (for example) MUAs, so it would be nice to have the possibility to stay away from UTF-8, *if possible*. I'd like to have a setting, say @EmailOutputEncodings, which is a list of encodings to try. The first encoding that safely encodes the email should be selected. A reasonable default value might be qw(us-ascii iso-8859-1 utf-8). Thoughts? -- Leif Nixon Systems expert ------------------------------------------------------------ National Supercomputer Centre Linkoping University ------------------------------------------------------------ From ben at atomicmatrix.net Thu Dec 9 10:14:14 2004 From: ben at atomicmatrix.net (ben at atomicmatrix.net) Date: Thu, 9 Dec 2004 10:14:14 -0500 Subject: [rt-users] Open Overdue Tickets In-Reply-To: <20041205103940.GA19452@soto.kasei.com> Message-ID: <20041209160233.CED2084C02F@pallas.eruditorum.org> I use the attached script called from cron every 15 minutes. -=| Ben -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tony Bowden Sent: Sunday, December 05, 2004 5:40 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Open Overdue Tickets I'd like to write a simple cron job to auto-set all overdue stalled tickets back to Open. This seems like it should be fairly simple, but I'm falling down somewhat. I would expect this to be something like: rt-crontool --search RT::Search::ActiveTicketsInQueue \ --search-arg support \ --condition RT::Condition::Overdue \ --condition-arg \ --action RT::Action::SetStatus \ --action-arg open However, there is no RT::Action::SetStatus. Now, I believe that this would be fairly trivial to write (very much like RT::Action::SetPriority), except I find it difficult to believe that there isn't something shipped with RT that does this, leading me to think I must be looking in the wrong place. Do I really need to write RT::Action::SetStatus, or should I be doing something else? Tony _______________________________________________ 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 -------------- A non-text attachment was scrubbed... Name: check-due-dates.pl Type: application/octet-stream Size: 1246 bytes Desc: not available URL: From lists at masonc.com Thu Dec 9 11:16:29 2004 From: lists at masonc.com (Chris Mason) Date: Thu, 9 Dec 2004 12:16:29 -0400 Subject: [rt-users] Rights issue - seeing queues Message-ID: <020f01c4de0a$70f0b940$0600a8c0@poseiden> In our application or RT, we would like users to see only the tickets they own as assigned by the person in charge of that queue. The idea is that the user selects the queue and see a list of tickets they own, but does not see what tickets are assigned to other users. We are working with third party contractors and do not want each contractor to see what the oterh contractors are assigned or working on. I can?t find a way to do this with the current permissions, ShowTicket allows the user to see every ticket, and removing it prevents the user seeing any tickets. Even though the user owns the ticket, trying to access it results in: "No permission to view ticket". I would have thought the owner of a ticket should be able to view it. Any ideas? We are using RT 3.0.9 Chris Mason masonc at masonc.com Box 340, The Valley, Anguilla, British West Indies Tel. (264) 497-5670 - Cell: (264) 235-5670 - Also (305)-735-3483 Fax: (264) 497-8463 - US Fax (815)301-9759 Yahoo IM: netconcepts_anguilla at yahoo.com -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.289 / Virus Database: 265.4.8 - Release Date: 12/8/2004 From Ruslan.Zakirov at acronis.com Thu Dec 9 11:44:44 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 19:44:44 +0300 Subject: [rt-users] Rights issue - seeing queues In-Reply-To: <020f01c4de0a$70f0b940$0600a8c0@poseiden> References: <020f01c4de0a$70f0b940$0600a8c0@poseiden> Message-ID: <41B880FC.1010107@acronis.com> Read http://wiki.bestpractical.com/?Rights You should grant ShowTicket to owner _role_. Chris Mason wrote: > In our application or RT, we would like users to see only the tickets they > own as assigned by the person in charge of that queue. The idea is that the > user selects the queue and see a list of tickets they own, but does not see > what tickets are assigned to other users. We are working with third party > contractors and do not want each contractor to see what the oterh > contractors are assigned or working on. > > I can?t find a way to do this with the current permissions, ShowTicket > allows the user to see every ticket, and removing it prevents the user > seeing any tickets. Even though the user owns the ticket, trying to access > it results in: "No permission to view ticket". I would have thought the > owner of a ticket should be able to view it. > > Any ideas? > > We are using RT 3.0.9 > > Chris Mason > masonc at masonc.com > Box 340, The Valley, Anguilla, British West Indies > Tel. (264) 497-5670 - Cell: (264) 235-5670 - Also (305)-735-3483 > Fax: (264) 497-8463 - US Fax (815)301-9759 > Yahoo IM: netconcepts_anguilla at yahoo.com > From Richard.Ellis at Sun.COM Thu Dec 9 11:53:32 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Thu, 09 Dec 2004 16:53:32 +0000 (GMT) Subject: [rt-users] RE: Smart Encoding Message-ID: <10ad86107f2a.107f2a10ad86@gadget-mail1.uk.sun.com> We have been seeing very similar issues, with MTA's in Asia that only support their local encoding. RT does it's best to send them a UTF-8 message back, but thy are unable to read it. Some smarter way to modify this transmission end of th process would be very helpful > Message: 8 > Date: Thu, 09 Dec 2004 13:41:35 +0100 > From: Leif Nixon > Subject: [rt-users] Feature request: "Smart" email output encoding > To: rt-users at lists.bestpractical.com > Message-ID: <87mzwntzi8.fsf at nsc.liu.se> > Content-Type: text/plain; charset=us-ascii > > Hi, > > I'm experimenting with RT 3.2.2 and character encodings. > > As I understand it, incoming emails are converted to, and stored in, > UTF-8 encoding. Outgoing email are unconditionally encoded in > $EmailOutputEncoding. Characters that can't be represented in > $EmailOutputEncoding are replaced with question marks. (This should > never happen if you stay with the default encoding, UTF-8.) > > Now, this is in principle just fine. However, UTF-8 is still not > universally supported in (for example) MUAs, so it would be nice to > have the possibility to stay away from UTF-8, *if possible*. > > I'd like to have a setting, say @EmailOutputEncodings, which is a list > of encodings to try. The first encoding that safely encodes the email > should be selected. A reasonable default value might be > qw(us-ascii iso-8859-1 utf-8). > > Thoughts? > > -- > Leif Nixon Systems expert > ------------------------------------------------------------ > National Supercomputer Centre Linkoping University > ------------------------------------------------------------ > From Ruslan.Zakirov at acronis.com Thu Dec 9 12:03:20 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 20:03:20 +0300 Subject: [rt-users] Feature request: "Smart" email output encoding In-Reply-To: <87mzwntzi8.fsf@nsc.liu.se> References: <87mzwntzi8.fsf@nsc.liu.se> Message-ID: <41B88558.5040101@acronis.com> Leif Nixon wrote: > Hi, > > I'm experimenting with RT 3.2.2 and character encodings. > > As I understand it, incoming emails are converted to, and stored in, > UTF-8 encoding. Outgoing email are unconditionally encoded in > $EmailOutputEncoding. Characters that can't be represented in > $EmailOutputEncoding are replaced with question marks. (This should > never happen if you stay with the default encoding, UTF-8.) > > Now, this is in principle just fine. However, UTF-8 is still not > universally supported in (for example) MUAs, so it would be nice to > have the possibility to stay away from UTF-8, *if possible*. > > I'd like to have a setting, say @EmailOutputEncodings, which is a list > of encodings to try. The first encoding that safely encodes the email > should be selected. A reasonable default value might be > qw(us-ascii iso-8859-1 utf-8). > > Thoughts? > Same here with free email providers. Today I sent bug letter to postmaster of the one :) IMHO such approach has big perfomance penalties. But I agree this option is required with some additions: 1) This option should by per queue. 2) Logic should be fuzzy. If you try 'xxx' encoding and less then 1% of the characters were not converted then encoding is ok. Best regards. Ruslan. From shancock at pobox.com Thu Dec 9 12:06:23 2004 From: shancock at pobox.com (Stephen Hancock) Date: Thu, 09 Dec 2004 12:06:23 -0500 Subject: [rt-users] question on mysql-version In-Reply-To: References: Message-ID: <41B8860F.4050005@pobox.com> I'm also interested in this. The Wiki states that version 4.1x is known not to work with the current version of RT (3.2.2). Are you using another version of RT? Stephen Hancock Harald Kapper wrote: >hi >I recently read on the wiki that MySQL in V4.1.x is not suggested as there might >be bugs... actually we're running RT 3.09 with V4.1.7 mysql quite happily (about >50.000 tickets and counting) without any problems - could someone indicate >whether this warning in the wiki-doc is valid or not? > >also I wonder (though since performance-tuning we're happy for now) if RT's >speed could be improved by using v4.1.7 features like subselects and stuff. > >thx for feedback, >hk >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > From conley at kana.com Thu Dec 9 12:40:36 2004 From: conley at kana.com (Mike Conley) Date: Thu, 9 Dec 2004 09:40:36 -0800 Subject: [rt-users] Web Submitted Tickets have lots of HTML garbage Message-ID: <99F40AFE954578458374B14F71A6B066030BD7CE@KSW-MSG-01.kana.com> I'm not sure what the issue is here, but when someone submits a ticket via the web interface the RT queue shows a lot of HTML looking data in the History area. It looks like it is an attempt to display a link for viewing the ticket, but it doesn't quite work out right. Here is what it looks like: Thu Dec 09 09:13:10 2004 root - Ticket created [Reply] [Comment] Subject: testtestMIME-Ve rsion: 1.0X-Mailer: MIME-to ols 5.415 (Entity 5.415) Download(untitled) text/plain 8b testtest I'm running RT 3.2.2 on RHEL3U3, Apache 2.0.52 w/mod_perl 2, PERL 5.8.6. From Ruslan.Zakirov at acronis.com Thu Dec 9 12:53:43 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 09 Dec 2004 20:53:43 +0300 Subject: [rt-users] question on mysql-version In-Reply-To: <41B8860F.4050005@pobox.com> References: <41B8860F.4050005@pobox.com> Message-ID: <41B89127.70008@acronis.com> Stephen Hancock wrote: > I'm also interested in this. The Wiki states that version 4.1x is known > not to work with the current version of RT (3.2.2). Are you using > another version of RT? He is running 3.0.9. I don't know where this note is placed on wiki, but that's a bullshit. Topic was discussed here few days ago and resolution is such: you MUST upgrade __client libraries__ if you upgrade your server from 3.x or 4.0.x. Please update wiki. > > Stephen Hancock > > Harald Kapper wrote: > >> hi >> I recently read on the wiki that MySQL in V4.1.x is not suggested as >> there might >> be bugs... actually we're running RT 3.09 with V4.1.7 mysql quite >> happily (about >> 50.000 tickets and counting) without any problems - could someone >> indicate >> whether this warning in the wiki-doc is valid or not? >> >> also I wonder (though since performance-tuning we're happy for now) if >> RT's >> speed could be improved by using v4.1.7 features like subselects and >> stuff. >> >> thx for feedback, >> hk >> _______________________________________________ >> 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 jesse at bestpractical.com Thu Dec 9 13:44:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Dec 2004 13:44:50 -0500 Subject: [rt-users] Web Submitted Tickets have lots of HTML garbage In-Reply-To: <99F40AFE954578458374B14F71A6B066030BD7CE@KSW-MSG-01.kana.com> References: <99F40AFE954578458374B14F71A6B066030BD7CE@KSW-MSG-01.kana.com> Message-ID: <68858CA7-4A12-11D9-BC3A-000A95AE249E@bestpractical.com> On Dec 9, 2004, at 12:40 PM, Mike Conley wrote: > I'm not sure what the issue is here, but when someone submits a ticket > via the web interface the RT queue shows a lot of HTML looking data in > the History area. It looks like it is an attempt to display a link for > viewing the ticket, but it doesn't quite work out right. > You've also installed RTIR. And it looks like a version that doesn't work right with RT 3.2 Incidentally, what are Kana using RT for? Best, Jesse From jhause at visi.net Thu Dec 9 14:53:44 2004 From: jhause at visi.net (Joe Hause) Date: Thu, 9 Dec 2004 14:53:44 -0500 Subject: [rt-users] (no subject) Message-ID: <001a01c4de28$ca9113a0$e0df010a@graphix> Hi, does anyone know how to, when a ticket is stalled and reaches it's start date or due date, to open and send an email to a watcher? I've been looking through the wiki and my mail but haven't found anything so far. Thanks for any help! ---Joe ------------------------------------------------------------- Joseph Hause Continental Visinet Broadband jhause at visi.net http://www.visi.net Network Operations 757-873-4500/888-323-4500 ------------------------------------------------------------- ############################################################# "Far better it is to dare mighty things than to take rank with those poor timid spirits who know neither victory nor defeat" Theodore Roosevelt (1899) From aharrison at gmail.com Thu Dec 9 14:52:24 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 9 Dec 2004 14:52:24 -0500 Subject: [rt-users] Re: [Rt-devel] UserDefined scrip action In-Reply-To: References: Message-ID: > > But how would you determine the group to use? The requestor's group? > > The current user? The current queue (i.e. who has rights to it)? > > Anyway. > As I've written in my case it was I CustomField set on Tickets > which Value identifie the Group name -> Emails... This is not a core of > solved problem with my scrip codes. > > Jan Okrouhl? In that case, I see no reason you can't use Ruslan's NotifyGroup module. Since you probably have a finite amount of possible values in your custom field, you could create one scrip per value. Use a custom condition: # Create, or whatever condition. return undef unless ($self->TransactionObj->Type eq "Create"); return undef if ($self->TicketObj->FirstCustomFieldValue('Your Custom Field Name') =~ /Value you're searching for/i); return 1; Choose the appropriate action generated by Ruslan's NotifyGroup. Template: TemplateForSomeValue1 Then in the Template, just specify your cc at the very top line of the template (making sure to put an empty line after) and it should work. -- Andy Harrison From MarkRoedel at letu.edu Thu Dec 9 15:38:24 2004 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Thu, 9 Dec 2004 14:38:24 -0600 Subject: [rt-users] (no subject) Message-ID: We're doing something similar to this, based off the information and examples posted at http://wiki.bestpractical.com/index.cgi?TimedNotifications Maybe that'll be enough to get you started... -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joe Hause Sent: Thursday, December 09, 2004 1:54 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) Hi, does anyone know how to, when a ticket is stalled and reaches it's start date or due date, to open and send an email to a watcher? I've been looking through the wiki and my mail but haven't found anything so far. Thanks for any help! From A5604C at freescale.com Thu Dec 9 17:52:35 2004 From: A5604C at freescale.com (Blakeley Stuart-A5604C) Date: Fri, 10 Dec 2004 09:22:35 +1030 Subject: [rt-users] Showing Custom fields in SelfService Message-ID: Is there a way to show custom fields in the SelfService view for unprivileged users? Thanks Stuart -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Dec 9 17:52:14 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Dec 2004 17:52:14 -0500 Subject: [rt-users] Showing Custom fields in SelfService In-Reply-To: References: Message-ID: <20041209225214.GH11850@pallas.eruditorum.org> On Fri, Dec 10, 2004 at 09:22:35AM +1030, Blakeley Stuart-A5604C wrote: > Is there a way to show custom fields in the SelfService view for unprivileged users? This functionality will be available in RT 3.4.0 > Thanks > > Stuart > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From Jeff.Mogielnicki at vtmednet.org Thu Dec 9 19:27:46 2004 From: Jeff.Mogielnicki at vtmednet.org (Mogielnicki, Jeff) Date: Thu, 9 Dec 2004 19:27:46 -0500 Subject: [rt-users] RT Installation problem Message-ID: Hi, I installed RT (rt-3.2.2) on a SuSe linux box, using Perl 5.8.3 and receive the following error when trying to start apache (v1.3.28) with the configuration modifications in httpd.conf for RT: [Thu Dec 9 19:11:25 2004] [error] Can't load '/opt/perl/lib/5.8.3/i686-linux/auto/Encode/Encode.so' for module Encode: /opt/perl/lib/5.8.3/i686-linux/auto/Encode/Encode.so: undefined symbol: PL_sv_undef at /opt/perl/lib/5.8.3/i686-linux/XSLoader.pm line 68. at /opt/perl/lib/5.8.3/i686-linux/Encode.pm line 9 Compilation failed in require at /opt/rt3/lib/RT/I18N.pm line 64. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 64. Compilation failed in require at /opt/rt3/lib/RT.pm line 48. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48. Compilation failed in require at /opt/rt3/bin/webmux.pl line 64. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 64. Compilation failed in require at (eval 176) line 1. If we comment out the specific module's use commands in I18N.pm, we just keep receiving the 'undefined symbol: PL_sv_undef' command for the next pm that tries to load. I have re-installed rt multiple times, with 'make testdeps' returning all required modules 'found'. Perl has been installed using dynamic linking and ' libperl=libperl.so'. I'm new to Perl and I'm at my wit's end trying solve this. Thanks in advance for any and all help, -Jeff From doogles at doogles.com Thu Dec 9 23:57:50 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 9 Dec 2004 22:57:50 -0600 (CST) Subject: [rt-users] DBIx::SearchBuilder 1.15 + RT 3.2.3rc1 Message-ID: RT Users-- Is anyone running the DBIx::SearchBuilder 1.15 + RT 3.2.3rc1 combo yet? Some of you may remember my posts a few months back about a "trouble ticket" (bad pun) in our RT, with a large number of small text entries that took 30s+ to load, every single time. Last week I gave DBIx::SearchBuilder 1.15 a try (CPAN had it listed as experimental at the time) and saw the 30s+ number, literally, get cut in half. Runs of this same ticket were coming in at 14s-15s. Tonight I noticed RT 3.2.3rc1 up on download.bestpractical.com/pub/rt/devel, and gave it a go. I'm now see that same ticket, I kid you not, at 7.5s-7.9s every single time. Does anyone else have an hour or two sometime this weekend to try the same experiment, and see what kind of results they get? Jesse-- Are the above gains (both DBIx::SearchBuilder 1.15 and RT 3.2.3rc1) this significant expected, or do you think there are some outside factors here? To my knowledge, no other factors have been changed. -jd From jesse at bestpractical.com Fri Dec 10 00:08:11 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Dec 2004 00:08:11 -0500 Subject: [rt-users] DBIx::SearchBuilder 1.15 + RT 3.2.3rc1 In-Reply-To: References: Message-ID: <20041210050811.GP11850@pallas.eruditorum.org> > Last week I gave DBIx::SearchBuilder 1.15 a try (CPAN had it listed as > experimental at the time) and saw the 30s+ number, literally, get cut in > half. Runs of this same ticket were coming in at 14s-15s. > > Tonight I noticed RT 3.2.3rc1 up on > download.bestpractical.com/pub/rt/devel, and gave it a go. I'm now see > that same ticket, I kid you not, at 7.5s-7.9s every single time. We've been working quite hard to improve performance. We think that when you'll try 3.4, you'll be even more pleasantly surprised. Things are so much better that RT now defaults to recording page render times in the lower right-hand corner of each page (in a nice light grey, in a div tag that you can make disappear if you don't like it). > Jesse-- > > Are the above gains (both DBIx::SearchBuilder 1.15 and RT 3.2.3rc1) this > significant expected, or do you think there are some outside factors here? > To my knowledge, no other factors have been changed. A 4x increase with just 3.2.3 and SB 1.15 is surprsingly good, but not completely outside the realm of possibility. Not everyone will such a dramatic performance boost, but everybody should see improvement. Best, Jesse > > -jd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jul-rt at julbox.net Fri Dec 10 04:50:40 2004 From: jul-rt at julbox.net (jul-rt at julbox.net) Date: Fri, 10 Dec 2004 10:50:40 +0100 Subject: [rt-users] best choice for a RHEL3.0 Message-ID: <20041210095040.7981E750E@julbox.net> Hello everybody, I have been encoutering classical bug while installing RT on a RHEL 3.0 using the following source yum extra-rt http://campus.fct.unl.pt/paulomatos/rt/repository/ (rt-3.0.10) The bugs regarding setGid (sendmail, + Locale::Maketext + a bug on attachments). I have seen a workaround for Locale::Maketext + sendmail that implied recompiling apache2. http://www.gossamer-threads.com/lists/engine?do=post_view_printable;post=337 43;list=rt Don't misunderstand me I am no sissy, I love compiling programms ... and tweaking apache configuration, however I would rather install a more recent and uptodate tarballed version of RT (working with RTFM) so that the customer can mantain it ;) BTW, is the wiki an up to date source of information ? Thanks -- Julien Tayon mailto:julien at tayon.net http://www.libroscope.org "If Diet Coke did not exist it would have been neccessary to invent it." -- Karl Lehenbauer From andy at eva.dp.ua Fri Dec 10 07:10:42 2004 From: andy at eva.dp.ua (Andrew Kornilov) Date: Fri, 10 Dec 2004 14:10:42 +0200 Subject: [rt-users] queue sorting Message-ID: <41B99242.2060902@eva.dp.ua> I have few queues with native names (russian chanracters), but i can't understand sorting of queue listing: not alphabetical, not by queue id. What is it? ;-) From erushany at armdev.am Fri Dec 10 06:41:26 2004 From: erushany at armdev.am (Eduard Rushanian) Date: Fri, 10 Dec 2004 15:41:26 +0400 Subject: [rt-users] Changing subject line of tickets Message-ID: <001101c4dead$2e795ab0$887da8c0@armdev.am> Hi *, One question. How I can change subject line of tickets from now on? I know that this can be done by "hacking" /lib/RT/Action/Sendmail.pm but there are still a lot of tickets with status "new" and "open" and I think "hacking" will harm those tickets. Any ideas? Thanks in advance. Best, Eduard -------------- next part -------------- An HTML attachment was scrubbed... URL: From doogles at doogles.com Fri Dec 10 08:27:15 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Fri, 10 Dec 2004 07:27:15 -0600 (CST) Subject: [rt-users] DBIx::SearchBuilder 1.15 + RT 3.2.3rc1 In-Reply-To: <20041210050811.GP11850@pallas.eruditorum.org> References: <20041210050811.GP11850@pallas.eruditorum.org> Message-ID: > We've been working quite hard to improve performance. We think that when > you'll try 3.4, you'll be even more pleasantly surprised. Things are so > much better that RT now defaults to recording page render times in the > lower right-hand corner of each page (in a nice light grey, in a div tag > that you can make disappear if you don't like it). I have toyed with RT 3.3 in another Apache instance, but probably not since RT 3.3.7 or so. Is the latest build on download.bestpractical.com/pub/rt/devel is getting close to becoming RT 3.4.0rc1? For the sake of rt-users, here's the kind of platform we're on: Software: * sorta-Redhat 9.0 (most everything is hand compled, so it's not exactly Redhat as you know it) * mysql 4.0.22 with InnoDB Tables * Apache 1.3.33 * mod_perl1 1.29 * perl 5.8.5 * DBIx::SearchBuilder 1.15 * RT 3.2.3rc1 Hardware-wise: * Pentium4 3GHz * 1.5GB DRAM * 2xmirrored IDE drives -jd From andy at eva.dp.ua Fri Dec 10 07:02:15 2004 From: andy at eva.dp.ua (Andrew Kornilov) Date: Fri, 10 Dec 2004 14:02:15 +0200 Subject: [rt-users] Custom field Message-ID: <41B99047.4030500@eva.dp.ua> I've add new Custom field (Select multiple values), link it with Queue and try to add new ticket. When i select one of customfield values and try to save ticket i get error: Can't locate object method "Id" via package "No object mapping for field" (perhaps you forgot to load "No object mapping for field"?) at /usr/lib/rt/RT/Record.pm line 1464. 1460: my $method = "${class}Obj"; 1461: $self = $self->$method; 1462: } 1463: 1464: return $self->Id; 1465: } 1466: 1467: sub _LookupTypes { ref($_[0]) } 1468: Where is my mistake? P.S. RT 3.3.14. From Ruslan.Zakirov at acronis.com Fri Dec 10 08:14:27 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 10 Dec 2004 16:14:27 +0300 Subject: [rt-users] DBIx::SearchBuilder 1.15 + RT 3.2.3rc1 In-Reply-To: References: <20041210050811.GP11850@pallas.eruditorum.org> Message-ID: <41B9A133.5000506@acronis.com> Jason A. Diegmueller wrote: >> We've been working quite hard to improve performance. We think that when >> you'll try 3.4, you'll be even more pleasantly surprised. Things are so >> much better that RT now defaults to recording page render times in the >> lower right-hand corner of each page (in a nice light grey, in a div tag >> that you can make disappear if you don't like it). > > > I have toyed with RT 3.3 in another Apache instance, but probably not > since RT 3.3.7 or so. Is the latest build on > download.bestpractical.com/pub/rt/devel is getting close to becoming RT > 3.4.0rc1? It would closer if you install it on your another apache instance, make snapshot from your real DB and play with it, test it for regressions. Especially custom fields and all new interfaces. Report back on errors or success. More testing is a required. Best regards. Ruslan. > > For the sake of rt-users, here's the kind of platform we're on: > > Software: > * sorta-Redhat 9.0 (most everything is hand compled, so it's not exactly > Redhat as you know it) > * mysql 4.0.22 with InnoDB Tables > * Apache 1.3.33 > * mod_perl1 1.29 > * perl 5.8.5 > * DBIx::SearchBuilder 1.15 > * RT 3.2.3rc1 > > Hardware-wise: > * Pentium4 3GHz > * 1.5GB DRAM > * 2xmirrored IDE drives > > -jd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From aharrison at gmail.com Fri Dec 10 08:47:25 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 10 Dec 2004 08:47:25 -0500 Subject: [rt-users] Changing subject line of tickets In-Reply-To: <001101c4dead$2e795ab0$887da8c0@armdev.am> References: <001101c4dead$2e795ab0$887da8c0@armdev.am> Message-ID: On Fri, 10 Dec 2004 15:41:26 +0400, Eduard Rushanian wrote: > > Hi *, > > One question. > How I can change subject line of tickets from now on? > I know that this can be done by "hacking" /lib/RT/Action/Sendmail.pm but > there are still a lot of tickets with status "new" and "open" and I think > "hacking" will harm those tickets. > > Any ideas? Be more specific. Subject on incoming mail? Outgoing mail? Subject on tickets being submitted to a specific queue? All queues? -- Andy Harrison From aharrison at gmail.com Fri Dec 10 08:50:36 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 10 Dec 2004 08:50:36 -0500 Subject: [rt-users] Custom field In-Reply-To: <41B99047.4030500@eva.dp.ua> References: <41B99047.4030500@eva.dp.ua> Message-ID: On Fri, 10 Dec 2004 14:02:15 +0200, Andrew Kornilov wrote: > I've add new Custom field (Select multiple values), link it with Queue > and try to add new ticket. > When i select one of customfield values and try to save ticket i get error: > > Can't locate object method "Id" via package "No object mapping for > field" (perhaps you forgot to load "No object mapping for field"?) at > /usr/lib/rt/RT/Record.pm line 1464. > Please paste the entire error message including the Raw part below the error. -- Andy Harrison From les at futuresource.com Fri Dec 10 08:55:26 2004 From: les at futuresource.com (Les Mikesell) Date: Fri, 10 Dec 2004 07:55:26 -0600 Subject: [rt-users] best choice for a RHEL3.0 In-Reply-To: <20041210095040.7981E750E@julbox.net> References: <20041210095040.7981E750E@julbox.net> Message-ID: <1102686926.796.23.camel@les-home.futuresource.com> On Fri, 2004-12-10 at 03:50, jul-rt at julbox.net wrote: > The bugs regarding setGid (sendmail, + Locale::Maketext + a bug on > attachments). > I have seen a workaround for Locale::Maketext + sendmail that implied > recompiling apache2. > http://www.gossamer-threads.com/lists/engine?do=post_view_printable;post=337 > 43;list=rt > > Don't misunderstand me I am no sissy, I love compiling programms ... and > tweaking apache configuration, however I would rather install a more recent > and uptodate tarballed version of RT (working with RTFM) so that the > customer can mantain it ;) If you want to keep it simple, use fastcgi so you don't have to recompile apache and mod_perl, and run apache as the rt user so it doesn't need suid/setgid. If there are other web sites on the same server that would make this a security problem, run another instance of httpd bound to a different IP address or port. --- Les Mikesell les at futuresource.com From aharrison at gmail.com Fri Dec 10 08:45:39 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 10 Dec 2004 08:45:39 -0500 Subject: [rt-users] queue sorting In-Reply-To: <41B99242.2060902@eva.dp.ua> References: <41B99242.2060902@eva.dp.ua> Message-ID: On Fri, 10 Dec 2004 14:10:42 +0200, Andrew Kornilov wrote: > I have few queues with native names (russian chanracters), but i can't > understand sorting of queue listing: not alphabetical, not by queue id. > What is it? ;-) Looking at $queues->_OrderClause it shows me "ORDER BY main.Name ASC" -- Andy Harrison From erushany at armdev.am Fri Dec 10 09:42:10 2004 From: erushany at armdev.am (Eduard Rushanian) Date: Fri, 10 Dec 2004 18:42:10 +0400 Subject: [rt-users] Changing subject line of tickets References: <001101c4dead$2e795ab0$887da8c0@armdev.am> Message-ID: <011701c4dec6$6df12e70$887da8c0@armdev.am> I found the solution, thanks Ruslan! Solution: put following lines in every template you need Subject: "MyNewSubject" {$Ticket->Subject} (keeping original subject as well) or Subject: [{$rtname} #{$Ticket->id}] "MyNewSubject" {$Ticket->Subject} Best, Eduard ----- Original Message ----- From: "Andy Harrison" To: "Eduard Rushanian" Cc: Sent: Friday, December 10, 2004 5:47 PM Subject: Re: [rt-users] Changing subject line of tickets > On Fri, 10 Dec 2004 15:41:26 +0400, Eduard Rushanian wrote: > > > > Hi *, > > > > One question. > > How I can change subject line of tickets from now on? > > I know that this can be done by "hacking" /lib/RT/Action/Sendmail.pm but > > there are still a lot of tickets with status "new" and "open" and I think > > "hacking" will harm those tickets. > > > > Any ideas? > > Be more specific. Subject on incoming mail? Outgoing mail? Subject > on tickets being submitted to a specific queue? All queues? > > -- > Andy Harrison > From panu at colorplaza.com Fri Dec 10 10:52:37 2004 From: panu at colorplaza.com (Panu) Date: Fri, 10 Dec 2004 16:52:37 +0100 Subject: [rt-users] A way to extract a field from email In-Reply-To: <20041210135534.F031584C084@pallas.eruditorum.org> References: <20041210135534.F031584C084@pallas.eruditorum.org> Message-ID: <41B9C645.8040805@colorplaza.com> I'm investigating a more sophisticated way of handling a todo list than just plain a lone ticket for one todo item. I'm hoping to have an automatic way of creating relationships between emails sent to a queue. Email sent to a queue could be either: Project or a TODO for a project. So if I send an email with subject: "Project: Project x" a new "project" (a ticket) is opened. If I additionally have a tag (for example "TODO: QA Latest changes") in the body, another ticket is created and the relationship between the "main" ticket is established with parents, children, depends fields? What is the difference between those fields? Is there a easier way? The subject of a email is relatively easy to parse (well to a person with RT, Perl knowledge at least :) But I'm not sure about email body. Regular expressions? How to search and set the relationship? Any help much appreciated. Panu -=-=- :[ Panu ]: Error, no keyboard - press F1 to continue. From bobg at uic.edu Fri Dec 10 10:23:32 2004 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 10 Dec 2004 09:23:32 -0600 Subject: [rt-users] privilege corruption problem Message-ID: <200412101523.iBAFNWq3000458@shark.cc.uic.edu> I have several RT instances, all running the same code (with possible minor tweaks), but with separate configs and databases. Everything is fine. But last night I added a new email address and queue to one instance. Somehow I am unable now to create a new ticket by email in any queue in that instance. I get: No permission to create tickets in the queue 'oaradmit' If I give createTicket privs to an individual account, no problem. But if I give global createTicket privs to "everyone", even if I make global "everyone" a superuser, no dice. It just seems that the global "everyone" privs are ignored. Because the code is the same for the other instances in which this works just fine, I assume there is something screwed up in the database. But I'm not quite sure what to look for. If anyone can send me a tiny clue, I'd sure appreciate it. I've tried comparing the raw data in the ACL table with other RT instances that work, but they seem fine to my eye. Maybe there is some cacheing issue? I've restarted apache, no help. bobg The particulars: RT 3.2.0, RH 7.3, apache 1.3.33, fastcgi, mysql 4.0.17 Perl v5.8.3 under linux Apache::Session v1.54; 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 v1.01; Apache::Session::Store::MySQL v1.03; AutoLoader v5.60; base v2.04; Benchmark v1.052; bytes v1.01; Cache::Simple::TimedExpiry v0.21; Carp v1.01; CGI v3.01; CGI::Cookie v1.24; CGI::Fast v1.05; CGI::Util v1.4; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v2.12; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9003; DBI v1.45; DBIx::SearchBuilder v1.12_01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.04; Encode v1.99; Encode::Alias v1.38; Encode::Config v1.07; Encode::Encoding v1.33; Encode::Guess v1.09; Encode::Unicode v1.40; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.57; Exporter::Heavy v5.57; FCGI v0.67; 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::CGIHandler v1.00; 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 v3.35; HTML::Scrubber v0.08; I18N::LangTags v0.29; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.23; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0105; lib v0.5565; List::Util v1.13; locale v1.00; Locale::Maketext v1.06; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.34; Locale::Maketext::Lexicon::Gettext v0.11; Log::Dispatch v2.08; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.64; Mail::Field v1.64; Mail::Field::AddrList v1.64; Mail::Field::Date v1.64; Mail::Header v1.64; Mail::Internet v1.64; MIME::Base64 v3.05; MIME::Body v5.415; MIME::Decoder v5.415; MIME::Decoder::Binary v5.415; MIME::Decoder::NBit v5.415; MIME::Entity v5.415; MIME::Field::ContDisp v5.415; MIME::Field::ConTraEnc v5.415; MIME::Field::ContType v5.415; MIME::Field::ParamVal v5.415; MIME::Head v5.415; MIME::Parser v5.415; MIME::QuotedPrint v3.03; MIME::Tools v5.415; MIME::Words v5.415; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.74; POSIX v1.07; re v0.04; Regexp::Common v2.113; Regexp::Common::delimited v1; RT v3.2.0; RT::Interface::Email v1.02; Scalar::Util v1.13; SelectSaver v1.00; Socket v1.76; Storable v2.09; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.04; Text::Autoformat v1.12; Text::Quoted v1.3; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.52; Time::JulianDay v99.061501; Time::Local v1.07; Time::ParseDate v100.010301; Time::Timezone v99.062401; Time::Zone v2.22; Tree::Simple v1.05; utf8 v1.02; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /usr/local/rt/3.2.0 RT::CORE_CONFIG_FILE /usr/local/rt/3.2.0/etc/RT_Config.pm RT::CanonicalizeEmailAddressMatch (tigger|icarus|mailserv)\.(cc\.)?uic\.edu$ RT::CanonicalizeEmailAddressReplace uic.edu RT::CanonicalizeOnCreate 1 RT::CommentAddress uicadmit-comment at helpdesk.uic.edu RT::CorrespondAddress uicadmit at helpdesk.uic.edu RT::DatabaseHost rt-mysql.cc.uic.edu RT::DatabaseName rt_oar RT::DatabasePassword Password not printed RT::DatabasePort 3306 RT::DatabaseRTHost helpdesk.uic.edu RT::DatabaseType mysql RT::DatabaseUser rt_user_oar RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__LastUpdatedBy__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /usr/local/rt/3.2.0/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of rt-oar.cc.uic.edu Ticket #%s":; RT::LocalEtcPath /usr/local/rt/oar/local/etc RT::LocalLexiconPath /usr/local/rt/oar/local/po RT::LocalPath /usr/local/rt/oar/local RT::LogDir /var/log/rt/oar RT::LogToFileNamed oar.rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL https://helpdesk.uic.edu/oar/NoAuth/images/rt.jpg RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /usr/local/rt/3.2.0/share/html RT::MasonDataDir /usr/local/rt/oar/var/mason_data RT::MasonLocalComponentRoot /usr/local/rt/oar/local/html RT::MasonSessionDir /usr/local/rt/oar/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength Password not printed RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization cc.uic.edu RT::OwnerEmail kshalla at uic.edu RT::ParseNewMessageForTicketCcs 1 RT::RTAddressRegexp (\@helpdesk[^.]*\.uic\.edu)|(\@LISTSERV\.UIC\.EDU)|(\@helpdesk\.uillinois\.edu)|(eclerk\@helpdesk\.admin\.uillinois\.edu) RT::SITE_CONFIG_FILE /usr/local/rt/oar/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailPath /var/qmail/bin/sendmail RT::Timezone US/Central RT::VERSION 3.2.0 RT::VarPath /usr/local/rt/3.2.0/var RT::WebBaseURL https://helpdesk.uic.edu RT::WebExternalAuth 1 RT::WebExternalAuto 1 RT::WebFallbackToInternalAuth 1 RT::WebImagesURL https://helpdesk.uic.edu/oar/NoAuth/images/ RT::WebPath /oar RT::WebURL https://helpdesk.uic.edu/oar/ RT::rtname rt-oar.cc.uic.edu Perl configuration Summary of my perl5 (revision 5.0 version 8 subversion 3) configuration: Platform: osname=linux, osvers=2.4.18-27.7.xsmp, archname=i686-linux uname='linux development-3.priv.cc.uic.edu 2.4.18-27.7.xsmp #1 smp fri mar 14 05:52:30 est 2003 i686 unknown ' config_args='' 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 -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2', cppflags='-fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='2.96 20000731 (Red Hat Linux 7.3 2.96-110)', 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 -lndbm -lgdbm -ldl -lm -lcrypt -lutil -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc libc=/lib/libc-2.2.5.so, so=so, useshrplib=false, libperl=libperl.a gnulibc_version='2.2.5' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic' cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' From panu at colorplaza.com Fri Dec 10 11:05:30 2004 From: panu at colorplaza.com (Panu) Date: Fri, 10 Dec 2004 17:05:30 +0100 Subject: [rt-users] A way to extract a field from email In-Reply-To: <20041210135534.F031584C084@pallas.eruditorum.org> References: <20041210135534.F031584C084@pallas.eruditorum.org> Message-ID: <41B9C94A.1090806@colorplaza.com> Sorry, I found the right keywords for searching the list. ExtractCustomFieldValues is the one that helps a lot. But comments on the idea are welcome anyway. -=-=- :[ Panu ]: On a tombstone: "I TOLD YOU I WAS SICK" From mmeyer at jasi.com Fri Dec 10 11:28:36 2004 From: mmeyer at jasi.com (Matthew Meyer) Date: Fri, 10 Dec 2004 11:28:36 -0500 Subject: [rt-users] Search Format Not Held On Re-Order In-Reply-To: <003e01c4ddeb$7c5058f0$7401a8c0@hq.jasi.com> Message-ID: <001101c4ded5$4cb04fc0$7401a8c0@hq.jasi.com> Finally have a work around once my brain started working. Highly unofficial diffs attached from my local cvs rep. Format string is not XSS-sanitized yet, unless that is done somewhere else. Index: /html/Elements/CollectionAsTable/Header =================================================================== --- Header 2004/12/06 15:15:26 1.1 +++ Header 2004/12/10 16:00:00 1.3 @@ -39,6 +39,13 @@ my %generic_query_args = ( Query => $Que my $item = 0; $$maxitems = 0; + +#M.M. Reconstruct Format String From @Format - for Re-Order Links +my $reformat = ""; +foreach my $recolref (@Format) { + $reformat = $reformat.$recolref->{original}.','; +} + foreach my $col (@Format) { $item++; $$maxitems = $item if $item > $$maxitems; @@ -47,8 +54,9 @@ foreach my $col (@Format) { $item = 0; } else { - $m->out(''); + $m->out(''); my $title = $col->{title}; + $title =~ s/^__(.*)__$/$1/o; $title = ( $m->comp('/Elements/RT__Ticket/ColumnMap', Name => $title, @@ -76,7 +84,8 @@ foreach my $col (@Format) { ) || $col->{'attribute'} ), - Order => ( $ARGS{'Order'} eq 'ASC' ? 'DESC' : 'ASC' ) + Order => ( $ARGS{'Order'} eq 'ASC' ? 'DESC' : 'ASC' ), + Format => ($reformat), ). '">' . loc($title) . '' ); Index: /html/Elements/CollectionAsTable/ParseFormat =================================================================== --- ParseFormat 2004/12/06 15:15:26 1.1 +++ ParseFormat 2004/12/10 16:00:00 1.2 @@ -37,12 +37,16 @@ my $word = qr [(?:\{|\}|\w|\.)+]; while ($Format =~ /($justquoted|$word)/igx) { my $col = $1; + my $colref; + + #Save Original Component of Format String + $colref->{'original'} = $col; + if ($col =~ /^$RE{quoted}{-esc}$/) { substr($col,0,1) = ""; substr($col,-1,1) = ""; } - my $colref; if ( $col =~ s/\/STYLE:(.*?)$//io ) { $colref->{'style'} = $1; } -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matthew Meyer Sent: Thursday, December 09, 2004 7:35 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Search Format Not Held On Re-Order With RT 3.2.2, I like the ability to customize the search format, including creating columns for custom fields. I have ran into one issue where if you exec a search with a customized format, the format is not held when re-ordering the results by clicking one of the links in the header. I can see the code in /html/Elements/CollectionsAsTable/Header, but I haven't been successful in converting the @Format argument into the right part of the query string for the header links. Any thoughts on how I can do that? Thanks. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From steve at n2sw.com Fri Dec 10 11:47:27 2004 From: steve at n2sw.com (Steve Rieger) Date: Fri, 10 Dec 2004 11:47:27 -0500 Subject: [rt-users] Mysql 4.0 on freebsd Message-ID: Hi all I installed rt3 about a week ago, and all went well, I just had to reboot my server and now the only database I have is the rt3 and test, all my other ones are not being picked up my mysql the files and data are still there Did anybody else have this happen to them, The only thing I can think of that changed on the mysql side is the running or the make -init-database on freebsd for rt3 Any pointers would be appreciated -- Steve Rieger Direct 212-804-1131 Cell 646-335-8915 From bobg at uic.edu Fri Dec 10 12:26:15 2004 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 10 Dec 2004 11:26:15 -0600 Subject: Never Mind -- was Re: [rt-users] privilege corruption problem In-Reply-To: Your message of "Fri, 10 Dec 2004 09:23:32 CST." <200412101523.iBAFNWq3000458@shark.cc.uic.edu> Message-ID: <200412101726.iBAHQF5S001468@shark.cc.uic.edu> Sorry to have bothered people. The issue has to do with a particular RT account (and possible email parsing) rather than with generic privs like I thought. So I'm still debugging, but my analysis is now very different. bobg > >I have several RT instances, all running the same code >(with possible minor tweaks), but with separate configs >and databases. > >Everything is fine. But last night I added a new email >address and queue to one instance. Somehow I am unable >now to create a new ticket by email in any queue in >that instance. I get: >No permission to create tickets in the queue 'oaradmit' > >If I give createTicket privs to an individual >account, no problem. But if I give global createTicket privs to >"everyone", even if I make global "everyone" a superuser, no dice. It >just seems that the global "everyone" privs are ignored. > >Because the code is the same for the other instances >in which this works just fine, I assume there is something >screwed up in the database. But I'm not quite sure what >to look for. If anyone can send me a tiny clue, I'd >sure appreciate it. I've tried comparing the raw data >in the ACL table with other RT instances that work, >but they seem fine to my eye. Maybe there is some cacheing >issue? I've restarted apache, no help. > > bobg > >The particulars: RT 3.2.0, RH 7.3, apache 1.3.33, fastcgi, mysql 4.0.17 > >Perl v5.8.3 under linux > Apache::Session v1.54; > 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 v1.01; > Apache::Session::Store::MySQL v1.03; > AutoLoader v5.60; > base v2.04; > Benchmark v1.052; > bytes v1.01; > Cache::Simple::TimedExpiry v0.21; > Carp v1.01; > CGI v3.01; > CGI::Cookie v1.24; > CGI::Fast v1.05; > CGI::Util v1.4; > Class::Container v0.11; > Class::Data::Inheritable v0.02; > Class::ReturnValue v0.52; > constant v1.04; > Cwd v2.12; > Data::Dumper v2.121; > Date::Format v2.22; > Date::Parse v2.27; > DBD::mysql v2.9003; > DBI v1.45; > DBIx::SearchBuilder v1.12_01; > Devel::StackTrace v1.11; > Devel::StackTraceFrame v0.6; > Digest::base v1.00; > Digest::MD5 v2.33; > DynaLoader v1.04; > Encode v1.99; > Encode::Alias v1.38; > Encode::Config v1.07; > Encode::Encoding v1.33; > Encode::Guess v1.09; > Encode::Unicode v1.40; > Errno v1.09; > Exception::Class v1.19; > Exception::Class::Base v1.2; > Exporter v5.57; > Exporter::Heavy v5.57; > FCGI v0.67; > 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::CGIHandler v1.00; > 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 v3.35; > HTML::Scrubber v0.08; > I18N::LangTags v0.29; > integer v1.00; > IO v1.21; > IO::File v1.10; > IO::Handle v1.23; > IO::InnerFile v2.102 ; > IO::Lines v2.103 ; > IO::Scalar v2.105 ; > IO::ScalarArray v2.103 ; > IO::Seekable v1.09; > IO::Wrap v2.102 ; > IO::WrapTie v2.102 ; > IPC::Open2 v1.01; > IPC::Open3 v1.0105; > lib v0.5565; > List::Util v1.13; > locale v1.00; > Locale::Maketext v1.06; > Locale::Maketext::Fuzzy v0.02; > Locale::Maketext::Lexicon v0.34; > Locale::Maketext::Lexicon::Gettext v0.11; > Log::Dispatch v2.08; > Log::Dispatch::Base v1.09; > Log::Dispatch::Output v1.26; > Log::Dispatch::Screen v1.17; > Log::Dispatch::Syslog v1.18; > Mail::Address v1.64; > Mail::Field v1.64; > Mail::Field::AddrList v1.64; > Mail::Field::Date v1.64; > Mail::Header v1.64; > Mail::Internet v1.64; > MIME::Base64 v3.05; > MIME::Body v5.415; > MIME::Decoder v5.415; > MIME::Decoder::Binary v5.415; > MIME::Decoder::NBit v5.415; > MIME::Entity v5.415; > MIME::Field::ContDisp v5.415; > MIME::Field::ConTraEnc v5.415; > MIME::Field::ContType v5.415; > MIME::Field::ParamVal v5.415; > MIME::Head v5.415; > MIME::Parser v5.415; > MIME::QuotedPrint v3.03; > MIME::Tools v5.415; > MIME::Words v5.415; > Module::Versions::Report v1.02; > overload v1.01; > Params::Validate v0.74; > POSIX v1.07; > re v0.04; > Regexp::Common v2.113; > Regexp::Common::delimited v1; > RT v3.2.0; > RT::Interface::Email v1.02; > Scalar::Util v1.13; > SelectSaver v1.00; > Socket v1.76; > Storable v2.09; > strict v1.03; > Symbol v1.05; > Sys::Hostname v1.11; > Sys::Syslog v0.04; > Text::Autoformat v1.12; > Text::Quoted v1.3; > Text::Reform v1.11; > Text::Tabs v98.112801; > Text::Template v1.44; > Text::Wrapper v1.000; > Time::HiRes v1.52; > Time::JulianDay v99.061501; > Time::Local v1.07; > Time::ParseDate v100.010301; > Time::Timezone v99.062401; > Time::Zone v2.22; > Tree::Simple v1.05; > utf8 v1.02; > vars v1.01; > warnings v1.03; > warnings::register v1.00; > XSLoader v0.02; > > > >RT Variables >RT::AmbiguousDayInPast 1 >RT::BasePath /usr/local/rt/3.2.0 >RT::CORE_CONFIG_FILE /usr/local/rt/3.2.0/etc/RT_Config.pm >RT::CanonicalizeEmailAddressMatch (tigger|icarus|mailserv)\.(cc\.)?uic\. >edu$ >RT::CanonicalizeEmailAddressReplace uic.edu >RT::CanonicalizeOnCreate 1 >RT::CommentAddress uicadmit-comment at helpdesk.uic.edu >RT::CorrespondAddress uicadmit at helpdesk.uic.edu >RT::DatabaseHost rt-mysql.cc.uic.edu >RT::DatabaseName rt_oar >RT::DatabasePassword Password not printed >RT::DatabasePort 3306 >RT::DatabaseRTHost helpdesk.uic.edu >RT::DatabaseType mysql >RT::DatabaseUser rt_user_oar >RT::DefaultSearchResultFormat '__id__/TITLE:#', '_ >_Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__ >NEWLINE__', '', '__Requestors__', '__LastUpdatedBy__all>', '__ToldRelative__', '__LastUpdatedRelative__ll>', '__TimeLeft__' >RT::EmailOutputEncoding utf-8 >RT::EtcPath /usr/local/rt/3.2.0/etc >RT::FriendlyFromLineFormat "%s via RT" <%s> >RT::FriendlyToLineFormat "%s of rt-oar.cc.uic.edu Ticket #%s":; >RT::LocalEtcPath /usr/local/rt/oar/local/etc >RT::LocalLexiconPath /usr/local/rt/oar/local/po >RT::LocalPath /usr/local/rt/oar/local >RT::LogDir /var/log/rt/oar >RT::LogToFileNamed oar.rt.log >RT::LogToScreen error >RT::LogToSyslog debug >RT::LogoURL https://helpdesk.uic.edu/oar/NoAuth/images/rt.jpg >RT::LoopsToRTOwner 1 >RT::MailCommand sendmailpipe >RT::MasonComponentRoot /usr/local/rt/3.2.0/share/html >RT::MasonDataDir /usr/local/rt/oar/var/mason_data >RT::MasonLocalComponentRoot /usr/local/rt/oar/local/html >RT::MasonSessionDir /usr/local/rt/oar/var/session_data >RT::MaxAttachmentSize 10000000 >RT::MaxInlineBody 13456 >RT::MessageBoxWidth 72 >RT::MessageBoxWrap HARD >RT::MinimumPasswordLength Password not printed >RT::MyRequestsLength 10 >RT::MyTicketsLength 10 >RT::Organization cc.uic.edu >RT::OwnerEmail kshalla at uic.edu >RT::ParseNewMessageForTicketCcs 1 >RT::RTAddressRegexp (\@helpdesk[^.]*\.uic\.edu)|(\@LISTSERV\.UIC\.EDU)|(\@ >helpdesk\.uillinois\.edu)|(eclerk\@helpdesk\.admin\.uillinois\.edu) >RT::SITE_CONFIG_FILE /usr/local/rt/oar/etc/RT_SiteConfig.pm >RT::SendmailArguments -oi -t >RT::SendmailPath /var/qmail/bin/sendmail >RT::Timezone US/Central >RT::VERSION 3.2.0 >RT::VarPath /usr/local/rt/3.2.0/var >RT::WebBaseURL https://helpdesk.uic.edu >RT::WebExternalAuth 1 >RT::WebExternalAuto 1 >RT::WebFallbackToInternalAuth 1 >RT::WebImagesURL https://helpdesk.uic.edu/oar/NoAuth/images/ >RT::WebPath /oar >RT::WebURL https://helpdesk.uic.edu/oar/ >RT::rtname rt-oar.cc.uic.edu >Perl configuration > >Summary of my perl5 (revision 5.0 version 8 subversion 3) configuration: > Platform: > osname=linux, osvers=2.4.18-27.7.xsmp, archname=i686-linux > uname='linux development-3.priv.cc.uic.edu 2.4.18-27.7.xsmp #1 smp fri mar > 14 05:52:30 est 2003 i686 unknown ' > config_args='' > hint=recommended, useposix=true, d_sigaction=define > usethreads=undef use5005threads=undef useithreads=undef usemultiplicity=un >def > 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 -I/usr/local/include -D_LARGEFILE_ >SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', > optimize='-O2', > cppflags='-fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm' > ccversion='', gccversion='2.96 20000731 (Red Hat Linux 7.3 2.96-110)', gcc >osandvers='' > 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', lseeksi >ze=8 > alignbytes=4, prototype=define > Linker and Libraries: > ld='cc', ldflags =' -L/usr/local/lib' > libpth=/usr/local/lib /lib /usr/lib > libs=-lnsl -lndbm -lgdbm -ldl -lm -lcrypt -lutil -lc > perllibs=-lnsl -ldl -lm -lcrypt -lutil -lc > libc=/lib/libc-2.2.5.so, so=so, useshrplib=false, libperl=libperl.a > gnulibc_version='2.2.5' > Dynamic Linking: > dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic' > cccdlflags='-fpic', lddlflags='-shared -L/usr/local/lib' >_______________________________________________ >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 Fri Dec 10 12:52:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Dec 2004 12:52:39 -0500 Subject: [rt-users] Search Format Not Held On Re-Order In-Reply-To: <001101c4ded5$4cb04fc0$7401a8c0@hq.jasi.com> References: <003e01c4ddeb$7c5058f0$7401a8c0@hq.jasi.com> <001101c4ded5$4cb04fc0$7401a8c0@hq.jasi.com> Message-ID: <20041210175239.GZ11850@pallas.eruditorum.org> On Fri, Dec 10, 2004 at 11:28:36AM -0500, Matthew Meyer wrote: > Finally have a work around once my brain started working. Highly unofficial > diffs attached from my local cvs rep. ' Have you tried RT 3.2.3rc1? From mmeyer at jasi.com Fri Dec 10 13:18:41 2004 From: mmeyer at jasi.com (Matthew Meyer) Date: Fri, 10 Dec 2004 13:18:41 -0500 Subject: [rt-users] Search Format Not Held On Re-Order Message-ID: <001801c4dee4$ad732210$7401a8c0@hq.jasi.com> I haven't, but I guess I should have looked their first ;-) I'll have a look. Thanks ! -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, December 10, 2004 12:53 PM To: Matthew Meyer Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Format Not Held On Re-Order On Fri, Dec 10, 2004 at 11:28:36AM -0500, Matthew Meyer wrote: > Finally have a work around once my brain started working. Highly unofficial > diffs attached from my local cvs rep. ' Have you tried RT 3.2.3rc1? From mmeyer at jasi.com Fri Dec 10 13:23:05 2004 From: mmeyer at jasi.com (Matthew Meyer) Date: Fri, 10 Dec 2004 13:23:05 -0500 Subject: [rt-users] Search Format Not Held On Re-Order In-Reply-To: <20041210175239.GZ11850@pallas.eruditorum.org> Message-ID: <001901c4dee5$4b5b05b0$7401a8c0@hq.jasi.com> I probably won't get a chance to stand up 3.2.3rc1 today, but on first glance I don't see anything in /html/Elements/CollectionsAsTable/Header where the Format string gets put in the link for the sortable column headers. Of course, it could be implemented in a different way. I'll give you a heads up when I get a chance to actually install rc1, maybe early next week. -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Friday, December 10, 2004 12:53 PM To: Matthew Meyer Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Search Format Not Held On Re-Order On Fri, Dec 10, 2004 at 11:28:36AM -0500, Matthew Meyer wrote: > Finally have a work around once my brain started working. Highly unofficial > diffs attached from my local cvs rep. ' Have you tried RT 3.2.3rc1? From jesse at bestpractical.com Sat Dec 11 01:59:56 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 11 Dec 2004 01:59:56 -0500 Subject: [rt-users] [Rt-announce] Server Migration Message-ID: <20041211065955.GA22556@bestpractical.com> This evening Best Practical completed a server migration to a new host: diesel.bestpractical.com 69.25.201.132 Please bear with us as the DNS settles out and we get everything back in order. I won't bore you with the details of how the new server will give you more, better and faster RT. (My new laptop is more likely to result in more, better and faster RT, anyway) Best, Jesse -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From rstark at tuzakey.com Sat Dec 11 13:56:46 2004 From: rstark at tuzakey.com (Ryan Stark) Date: Sat, 11 Dec 2004 10:56:46 -0800 Subject: [rt-users] Template/Email correspondance subject line help Message-ID: <41BB42EE.6030500@tuzakey.com> I'm looking for documentation on Templates, is there any? Also, specifically, how do you remove the [my.domain.com] from the subject line? I got this far: RT-Attach-Message: yes Subject: {$Ticket->QueueObj-> Description} - Tracking #:{$Ticket->id} {$Transaction->Content()} but I can't get rid of the bracketed domain [my.domain.com]. Anyone know how? Thanks, -Ryan From r at elhames.co.uk Sat Dec 11 15:26:31 2004 From: r at elhames.co.uk (Raed El - Hames) Date: Sat, 11 Dec 2004 20:26:31 -0000 Subject: [rt-users] seperate the web from the database on 2 servers Message-ID: <003d01c4dfbf$b3ae03d0$52c593c3@tiger> Hi there ; I wonder if any one can help me here, ist possible to have the web front end on one server and the database on another .. Have anyone else done this ? how? (Ist simply defining the path from RT_SiteConfig ??) anything to watch for ?? Another question , we are 5->6 weeks away from hitting the 40000 tickets that I read about few times ..how worried should I be?? ..the server performing between ok (20% of the time) to good (80% of the time) on 29000 tickets .. the Set up RT-3.2.2 , Linux Gentoo, Mysql,Apache2, mod_perl2, single 3G processor , 1G Ram .... Roy some times - Systems developer - most of the time - The one who get the blame when the ticket system can't read minds- From les at futuresource.com Sat Dec 11 15:36:37 2004 From: les at futuresource.com (Les Mikesell) Date: Sat, 11 Dec 2004 14:36:37 -0600 Subject: [rt-users] Template/Email correspondance subject line help In-Reply-To: <41BB42EE.6030500@tuzakey.com> References: <41BB42EE.6030500@tuzakey.com> Message-ID: <1102797397.1824.130.camel@les-home.futuresource.com> On Sat, 2004-12-11 at 12:56, Ryan Stark wrote: > I'm looking for documentation on Templates, is there any? Also, > specifically, how do you remove the [my.domain.com] from the subject > line? This is really the $rtname value from RT_SiteConfig.pm. Note that if you change it, email replies to existing tickets will no longer be connected to the corresponding ticket in the database. Code changes to allow both old/new text to be recognized have been posted to this list. You do need something unique here to identify 'your' RT though. Consider what would happen if you CC: another address for help on a ticket and it turns out to be someone else's RT system. --- Les Mikesell les at futuresource.com From frahm at wohnheime.studentenwerk-hamburg.de Sun Dec 12 13:28:21 2004 From: frahm at wohnheime.studentenwerk-hamburg.de (Markus Frahm) Date: Sun, 12 Dec 2004 19:28:21 +0100 Subject: [rt-users] Display infinite Rows per Page in Query Builder doesn't work Message-ID: <200412121928.21522.frahm@wohnheime.studentenwerk-hamburg.de> Hello, in the Query Builder it's only possible to see 10,25,50 or 100 Items on one page, the option 'inifinite' doesn't work. Greetings Markus Frahm From rt at chaka.net Sun Dec 12 22:38:12 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 12 Dec 2004 22:38:12 -0500 Subject: [rt-users] seperate the web from the database on 2 servers In-Reply-To: <003d01c4dfbf$b3ae03d0$52c593c3@tiger> References: <003d01c4dfbf$b3ae03d0$52c593c3@tiger> Message-ID: <20041213033812.GR11055@chaka.net> Having the DB on a separate machine is easy. Just specify the right in formation in the RT config file. -Todd On Sat, Dec 11, 2004 at 08:26:31PM -0000, Raed El - Hames wrote: > Hi there ; > > I wonder if any one can help me here, ist possible to have the web front end > on one server and the database on another .. > Have anyone else done this ? how? (Ist simply defining the path from > RT_SiteConfig ??) anything to watch for ?? > Another question , we are 5->6 weeks away from hitting the 40000 tickets > that I read about few times ..how worried should I be?? ..the server > performing between ok (20% of the time) to good (80% of the time) on 29000 > tickets .. > the Set up RT-3.2.2 , Linux Gentoo, Mysql,Apache2, mod_perl2, single 3G > processor , 1G Ram .... > > Roy > some times - Systems developer - most of the time - The one who get the > blame when the ticket system can't read minds- > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt at chaka.net Sun Dec 12 23:03:00 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 12 Dec 2004 23:03:00 -0500 Subject: [rt-users] Template/Email correspondance subject line help In-Reply-To: <41BB42EE.6030500@tuzakey.com> References: <41BB42EE.6030500@tuzakey.com> Message-ID: <20041213040300.GT11055@chaka.net> RT uses Text::Template so that modules documentation may be helpful: http://search.cpan.org/~mjd/Text-Template-1.44/lib/Text/Template.pm On Sat, Dec 11, 2004 at 10:56:46AM -0800, Ryan Stark wrote: > I'm looking for documentation on Templates, is there any? Also, > specifically, how do you remove the [my.domain.com] from the subject > line? I got this far: > > RT-Attach-Message: yes > Subject: {$Ticket->QueueObj-> Description} - Tracking #:{$Ticket->id} > > {$Transaction->Content()} > > but I can't get rid of the bracketed domain [my.domain.com]. > > Anyone know how? > > Thanks, > -Ryan > _______________________________________________ > 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 chaka.net Sun Dec 12 22:56:06 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 12 Dec 2004 22:56:06 -0500 Subject: [rt-users] Display infinite Rows per Page in Query Builder doesn't work In-Reply-To: <200412121928.21522.frahm@wohnheime.studentenwerk-hamburg.de> References: <200412121928.21522.frahm@wohnheime.studentenwerk-hamburg.de> Message-ID: <20041213035606.GS11055@chaka.net> That will be fixed in the next version. -Todd On Sun, Dec 12, 2004 at 07:28:21PM +0100, Markus Frahm wrote: > Hello, > in the Query Builder it's only possible to see 10,25,50 or 100 Items on one > page, the option 'inifinite' doesn't work. > Greetings > Markus Frahm > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From ruediger.riediger at Sun.COM Mon Dec 13 03:06:41 2004 From: ruediger.riediger at Sun.COM (Ruediger Riediger) Date: Mon, 13 Dec 2004 09:06:41 +0100 Subject: [rt-users] Autoreply vs. Notify Message-ID: <41BD4D91.8050704@sun.com> Hello, I have a probably stupid question, but as I have a special Autoreply_Local script preventing messages to certain email addresses, I need to make sure: What is the difference in between the Actions "Autoreply To Requestors" and "Notify Requestors"? Both do more or less push ( @To, $self->TicketObj->Requestors->MemberEmailAddresses ); ...so why is Autoreply a separate scrip (beside the fact that it allows an Autoreply_Local to split out actions which are autoreplying to requestors and actions where communication to requestors is sent)? And should (in theory) "On Resolve Notify Requestors with template Resolved" then not rather read "On Resolve Autoreply To Requestors with template Resolved"? Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From rt at tmtm.com Mon Dec 13 03:21:10 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 13 Dec 2004 08:21:10 +0000 Subject: [rt-users] Open Overdue Tickets In-Reply-To: <20041209160233.CED2084C02F@pallas.eruditorum.org> References: <20041205103940.GA19452@soto.kasei.com> <20041209160233.CED2084C02F@pallas.eruditorum.org> Message-ID: <20041213082110.GA10374@soto.kasei.com> On Thu, Dec 09, 2004 at 10:14:14AM -0500, ben at atomicmatrix.net wrote: > I use the attached script called from cron every 15 minutes. Thanks. I found it much simpler, however, to just create this: package RT::Action::SetStatus; use strict; use base 'RT::Action::Generic'; sub Describe { my $class = ref +shift; return "$class will set a ticket's status to the argument provided."; } sub Prepare { 1 } sub Commit { my $self = shift; $self->TicketObj->SetStatus($self->Argument); return 1; } 1; and then call: rt-crontool --search RT::Search::ActiveTicketsInQueue \ --search-arg support \ --condition RT::Condition::Overdue \ --condition-arg \ --action RT::Action::SetStatus \ --action-arg open Tony From jesse at bestpractical.com Mon Dec 13 03:48:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 13 Dec 2004 03:48:23 -0500 Subject: [rt-users] Autoreply vs. Notify In-Reply-To: <41BD4D91.8050704@sun.com> References: <41BD4D91.8050704@sun.com> Message-ID: <20041213084823.GR22556@bestpractical.com> On Mon, Dec 13, 2004 at 09:06:41AM +0100, Ruediger Riediger wrote: > Hello, > > I have a probably stupid question, but as I have a special > Autoreply_Local script preventing messages to certain email addresses, I > need to make sure: > > What is the difference in between the Actions "Autoreply To Requestors" > and "Notify Requestors"? Notify Requestors traditionally obeys RT's "never notify the person sending the message" rule. Autoreply ignores that for obvious reasons. From vadud3 at gmail.com Mon Dec 13 05:06:24 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Mon, 13 Dec 2004 05:06:24 -0500 Subject: [rt-users] RT CLI: Malformed Rt Response Message-ID: Hi All I did send an email on Jan 19 of this year about rt: Malformed RT response from http://x.y.z/. I am now on RT 3.2 and still seeing the same problem. Please note that I also get the output with the first ticket # 104289 wrapped around the previous Ok 200 header. Has anyone else found a fix for these two issues? Thanks HTTP/1.1 200 OK Connection: close Date: Mon, 13 Dec 2004 10:06:25 GMT Server: Apache/1.3.27 (Unix) mod_perl/1.28 Content-Type: text/plain; charset=UTF-8 Client-Date: Mon, 13 Dec 2004 10:02:18 GMT Client-Peer: 1.2.3.4:80 Client-Response-Num: 1 Client-Transfer-Encoding: chunked Set-Cookie: RT_SID_Qwest%20Systems.80=8514de790fb42628a261558680a8e784; path=/ RT/3.2.2 200 Ok104289: test ticket 163836: syslog1 access 187265: tmt issue 196419: Request 206983: BARTS & PUP 236844: RE: Shasta Backup Script 266246: access to captain morgan 271559: RSA infrastructure -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From ruediger.riediger at sun.com Mon Dec 13 09:36:51 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Mon, 13 Dec 2004 15:36:51 +0100 Subject: [rt-users] Autoreply vs. Notify In-Reply-To: <20041213084823.GR22556@bestpractical.com> References: <41BD4D91.8050704@sun.com> <20041213084823.GR22556@bestpractical.com> Message-ID: <41BDA903.4040606@sun.com> Jesse Vincent wrote: >>What is the difference in between the Actions "Autoreply To Requestors" >>and "Notify Requestors"? > > > Notify Requestors traditionally obeys RT's "never notify the person > sending the message" rule. Autoreply ignores that for obvious reasons. ah, yes, this makes sense :-) Thanks! Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From nixon at nsc.liu.se Mon Dec 13 11:12:48 2004 From: nixon at nsc.liu.se (Leif Nixon) Date: Mon, 13 Dec 2004 17:12:48 +0100 Subject: [rt-users] Feature request: "Smart" email output encoding In-Reply-To: <41B88558.5040101@acronis.com> (Ruslan U. Zakirov's message of "Thu, 09 Dec 2004 20:03:20 +0300") References: <87mzwntzi8.fsf@nsc.liu.se> <41B88558.5040101@acronis.com> Message-ID: <87hdmq9ny7.fsf@nsc.liu.se> "Ruslan U. Zakirov" writes: > Leif Nixon wrote: >> I'd like to have a setting, say @EmailOutputEncodings, which is a >> list >> of encodings to try. The first encoding that safely encodes the email >> should be selected. A reasonable default value might be >> qw(us-ascii iso-8859-1 utf-8). >> > Same here with free email providers. Today I sent bug letter to > postmaster of the one :) > > IMHO such approach has big perfomance penalties. Do you think so? My hunch is that the time spent trying one or two additional encodings should be rather small compared to, say, the scrip firing sequence that led to the mail being sent in the first place. > But I agree this option is required with some additions: > 1) This option should by per queue. > 2) Logic should be fuzzy. If you try 'xxx' encoding and less then 1% > of the characters were not converted then encoding is ok. Well, *that* should certainly be configurable, if implemented. I would much rather prefer the mail to be encoded in UTF-8 than have any unreadable characters. -- Leif Nixon Systems expert ------------------------------------------------------------ National Supercomputer Centre Linkoping University ------------------------------------------------------------ From rolfb at aspsys.com Mon Dec 13 11:13:36 2004 From: rolfb at aspsys.com (Rolf Brusletto) Date: Mon, 13 Dec 2004 09:13:36 -0700 Subject: [rt-users] Requestor Search Message-ID: <41BDBFB0.3020103@aspsys.com> Hey all - Wanted to find out if anybody has done this, or is doing this. We would very much like to list out tickets by requestor, and be able to link that in the searches. This would mean each requestor listed in highest priority tickets, or unowned tickets would link each requestor to a search for that requestor email address. Has anybody done this, is there contrib code for it? Regards, Rolf Brusletto From bblakely at gmail.com Mon Dec 13 11:55:41 2004 From: bblakely at gmail.com (Ben Blakely) Date: Mon, 13 Dec 2004 11:55:41 -0500 Subject: [rt-users] Action Upon Approval Message-ID: <30322e8d04121308553d50dba8@mail.gmail.com> Hello All, I have configured the Approvals within RT. I was wondering if anyone has an idea on howto get an action to be performed after approval. For example, id like to create a child ticket within another queue once the initial approval has been approved. Regards, Ben Blakely From kcgeek at gmail.com Mon Dec 13 12:05:39 2004 From: kcgeek at gmail.com (john w) Date: Mon, 13 Dec 2004 11:05:39 -0600 Subject: [rt-users] upgrade path Message-ID: Looking for some advice on if I need to upgrade or not. My company is currently evaluating RT3 version 3.010 and it was easy to setup and and works very well. Is it worth upgrading to the current version for features etc. It seemed kinda painful seeing that an upgrade to both Perl and mysql would be required. Running Whitebox Linux 3.0 RHEL clone Apache 2.046 mysql 3.23 RT 3.0.10 Perl 5.8.0 john From rt at chaka.net Mon Dec 13 13:11:49 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 13 Dec 2004 13:11:49 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <30322e8d04121308553d50dba8@mail.gmail.com> References: <30322e8d04121308553d50dba8@mail.gmail.com> Message-ID: <20041213181149.GU11055@chaka.net> I create a custom field called 'Resolve Action' that creates a new ticket when the current ticket is resolved. This allows for very simple (2 steps) workflow. This scrip is kind of complicated because of other things we do, but I can share some snippets: Custom condition: my $trans = $self->TransactionObj->Type; if ($trans eq 'Status' && $self->TransactionObj->NewValue =~ /(resolved|rejected|deleted)/i) { return 1; } Custom action preparation code: 1; Custom action cleanup code: if ($status =~ /Resolved/i) { my $cfValues = $self->TicketObj->CustomFieldValues('Resolve Action'); if ($cfValues->Count) { $RT::Logger->debug("Processing resolve actions: " . $cfValues->Count); # run resolve_action # for each action, create a ticket, set its parent to my parent # (assuming one parent) my @new_tickets; while (my $value = $cfValues->Next) { #$RT::Logger->debug("Resolve value: '$value'"); my $ticket = new RT::Ticket($RT::SystemUser); #need to set Queue Requestor Cc AdminCc Type? Subject my ($reqtype,$AdminCc,$Cc) = split(/:/, $value->Content); my $type; #20 if ($reqtype =~ /approval/i) { $type = 'approval'; } else { $type = 'ticket'; } my $content; if ($self->TicketObj->Transactions->First) { $content = MIME::Entity->build(Charset => 'utf8', Data => $self->TicketObj->Transactions->First->Content); } my %ticket_args = ( Subject => $self->TicketObj->Subject, Queue => $self->TicketObj->QueueObj->Name, Requestor => $self->TicketObj->RequestorAddresses, Cc => $Cc, AdminCc => $AdminCc, Type => $type, MIMEObj => $content || undef, ); if ($self->TicketObj->MemberOf->First) { $ticket_args{MemberOf} = $self->TicketObj->MemberOf->First->TargetObj->Id; } else { $ticket_args{MemberOf} = $self->TicketObj->Id; } #need to set custom field my $customfield = new RT::CustomField($RT::SystemUser); $customfield->LoadByNameAndQueue(Queue => $self->TicketObj->QueueObj->Name, Name => "Request Type"); my $cfid = $customfield->Id; $ticket_args{"CustomField-$cfid"} = $value->Content; $RT::Logger->debug("Setting cf $cfid to: " . $value->Content); my ($id, undef, $msg) = $ticket->Create(%ticket_args); $RT::Logger->debug("Created ticket from resolve action: " . $id); $RT::Logger->debug("Ticket creation error: $msg") unless $id; next unless $id; push @new_tickets, $id; #then add comment for parent first and last? #50 } unless (@new_tickets) { $RT::Logger->debug("No resolve actions successful for ticket: " . $self->TicketObj->Id); return 1; } On Mon, Dec 13, 2004 at 11:55:41AM -0500, Ben Blakely wrote: > Hello All, > > I have configured the Approvals within RT. I was wondering if anyone > has an idea on howto get an action to be performed after approval. > > For example, id like to create a child ticket within another queue > once the initial approval has been approved. > > Regards, > > Ben Blakely > _______________________________________________ > 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 chaka.net Mon Dec 13 14:33:22 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 13 Dec 2004 14:33:22 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <30322e8d04121312062fe45cd@mail.gmail.com> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> Message-ID: <20041213193322.GV11055@chaka.net> It's not fair unless everyone at home get to play along. So, one step at a time: Are you having a problem getting a scrip to run when a ticket is resolved? My approach below is to create the 2nd ticket when the first ticket is resolved, not before. -Todd On Mon, Dec 13, 2004 at 03:06:56PM -0500, Ben Blakely wrote: > Hey Todd, > > Thanks for the reply. Im new to the custom fields and fairly familiar > with the user defined script stuff. I did create a custom field, and > read the documentation relating to it, but still dont understand how > this custom field helps to create a child ticket on resolve. Do you > think you could explain a little more? Basically, what Im trying to > accomplish is having a ticket come into a certain queue, request > approval for it, and upon approval create a child ticket in another > queue. > > Ive figured out the Approval stuff and howto get a child created in > another queue, but cant seem to get RT to perform an action once its > been approved. I have even created scrips within those queue's that > perform an action on resolve ( RT seems to put tickets into a resolved > status once approved ), to no avail. > > I did create a script with the user defined information above and set > the stage to disabled. I also create a custom field named Resolve > Action for that queue, but tailing RT's logs indicate its not doing > anything on resolve. Any kind of help relating to my setup would be > muchly appreciated. > > Regards, > > Ben Blakely > > On Mon, 13 Dec 2004 13:11:49 -0500, Todd Chapman wrote: > > I create a custom field called 'Resolve Action' that creates a new > > ticket when the current ticket is resolved. This allows for > > very simple (2 steps) workflow. This scrip is kind of complicated > > because of other things we do, but I can share some snippets: > > > > Custom condition: > > my $trans = $self->TransactionObj->Type; > > if ($trans eq 'Status' && $self->TransactionObj->NewValue =~ /(resolved|rejected|deleted)/i) { > > return 1; > > } > > > > Custom action preparation code: > > > > 1; > > > > Custom action cleanup code: > > > > if ($status =~ /Resolved/i) { > > > > my $cfValues = $self->TicketObj->CustomFieldValues('Resolve Action'); > > if ($cfValues->Count) { > > $RT::Logger->debug("Processing resolve actions: " . $cfValues->Count); > > # run resolve_action > > # for each action, create a ticket, set its parent to my parent > > # (assuming one parent) > > my @new_tickets; > > while (my $value = $cfValues->Next) { > > #$RT::Logger->debug("Resolve value: '$value'"); > > my $ticket = new RT::Ticket($RT::SystemUser); > > #need to set Queue Requestor Cc AdminCc Type? Subject > > my ($reqtype,$AdminCc,$Cc) = split(/:/, $value->Content); > > my $type; #20 > > if ($reqtype =~ /approval/i) { $type = 'approval'; } > > else { $type = 'ticket'; } > > my $content; > > if ($self->TicketObj->Transactions->First) { > > $content = MIME::Entity->build(Charset => 'utf8', Data => $self->TicketObj->Transactions->First->Content); > > } > > my %ticket_args = ( > > Subject => $self->TicketObj->Subject, > > Queue => $self->TicketObj->QueueObj->Name, > > Requestor => $self->TicketObj->RequestorAddresses, > > Cc => $Cc, > > AdminCc => $AdminCc, > > Type => $type, > > MIMEObj => $content || undef, > > ); > > if ($self->TicketObj->MemberOf->First) { > > $ticket_args{MemberOf} = > > $self->TicketObj->MemberOf->First->TargetObj->Id; > > } > > else { > > $ticket_args{MemberOf} = $self->TicketObj->Id; > > } > > #need to set custom field > > my $customfield = new RT::CustomField($RT::SystemUser); > > $customfield->LoadByNameAndQueue(Queue => $self->TicketObj->QueueObj->Name, Name => "Request Type"); > > my $cfid = $customfield->Id; > > $ticket_args{"CustomField-$cfid"} = $value->Content; > > $RT::Logger->debug("Setting cf $cfid to: " . $value->Content); > > my ($id, undef, $msg) = $ticket->Create(%ticket_args); > > $RT::Logger->debug("Created ticket from resolve action: " . $id); > > $RT::Logger->debug("Ticket creation error: $msg") unless $id; > > next unless $id; > > push @new_tickets, $id; > > #then add comment for parent first and last? #50 > > } > > unless (@new_tickets) { > > $RT::Logger->debug("No resolve actions successful for ticket: " . $self->TicketObj->Id); > > return 1; > > } > > > > On Mon, Dec 13, 2004 at 11:55:41AM -0500, Ben Blakely wrote: > > > Hello All, > > > > > > I have configured the Approvals within RT. I was wondering if anyone > > > has an idea on howto get an action to be performed after approval. > > > > > > For example, id like to create a child ticket within another queue > > > once the initial approval has been approved. > > > > > > Regards, > > > > > > Ben Blakely > > > _______________________________________________ > > > 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 Mon Dec 13 15:26:50 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 13 Dec 2004 20:26:50 +0000 Subject: [rt-users] Unmerge Tickets? Message-ID: <20041213202650.GA31918@soto.kasei.com> In the archives I've come across several people looking for an "unmerge tickets" facility, but I haven't really found an answer beyond "do it by hand". Is there a way to do this yet? Tony From bblakely at gmail.com Mon Dec 13 15:38:49 2004 From: bblakely at gmail.com (Ben Blakely) Date: Mon, 13 Dec 2004 15:38:49 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <20041213193322.GV11055@chaka.net> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> Message-ID: <30322e8d0412131238414cea5a@mail.gmail.com> Hey Todd, It seems to be a problem with getting an action to be performed after the child ( approval ticket ) is resolved. Im taking your approach, when the approval ticket is resolved id like to have another ticket created in another queue. Ben On Mon, 13 Dec 2004 14:33:22 -0500, Todd Chapman wrote: > It's not fair unless everyone at home get to play along. > > So, one step at a time: > > Are you having a problem getting a scrip to run when a ticket > is resolved? My approach below is to create the 2nd ticket > when the first ticket is resolved, not before. > > -Todd > > On Mon, Dec 13, 2004 at 03:06:56PM -0500, Ben Blakely wrote: > > Hey Todd, > > > > Thanks for the reply. Im new to the custom fields and fairly familiar > > with the user defined script stuff. I did create a custom field, and > > read the documentation relating to it, but still dont understand how > > this custom field helps to create a child ticket on resolve. Do you > > think you could explain a little more? Basically, what Im trying to > > accomplish is having a ticket come into a certain queue, request > > approval for it, and upon approval create a child ticket in another > > queue. > > > > Ive figured out the Approval stuff and howto get a child created in > > another queue, but cant seem to get RT to perform an action once its > > been approved. I have even created scrips within those queue's that > > perform an action on resolve ( RT seems to put tickets into a resolved > > status once approved ), to no avail. > > > > I did create a script with the user defined information above and set > > the stage to disabled. I also create a custom field named Resolve > > Action for that queue, but tailing RT's logs indicate its not doing > > anything on resolve. Any kind of help relating to my setup would be > > muchly appreciated. > > > > Regards, > > > > Ben Blakely > > > > On Mon, 13 Dec 2004 13:11:49 -0500, Todd Chapman wrote: > > > I create a custom field called 'Resolve Action' that creates a new > > > ticket when the current ticket is resolved. This allows for > > > very simple (2 steps) workflow. This scrip is kind of complicated > > > because of other things we do, but I can share some snippets: > > > > > > Custom condition: > > > my $trans = $self->TransactionObj->Type; > > > if ($trans eq 'Status' && $self->TransactionObj->NewValue =~ /(resolved|rejected|deleted)/i) { > > > return 1; > > > } > > > > > > Custom action preparation code: > > > > > > 1; > > > > > > Custom action cleanup code: > > > > > > if ($status =~ /Resolved/i) { > > > > > > my $cfValues = $self->TicketObj->CustomFieldValues('Resolve Action'); > > > if ($cfValues->Count) { > > > $RT::Logger->debug("Processing resolve actions: " . $cfValues->Count); > > > # run resolve_action > > > # for each action, create a ticket, set its parent to my parent > > > # (assuming one parent) > > > my @new_tickets; > > > while (my $value = $cfValues->Next) { > > > #$RT::Logger->debug("Resolve value: '$value'"); > > > my $ticket = new RT::Ticket($RT::SystemUser); > > > #need to set Queue Requestor Cc AdminCc Type? Subject > > > my ($reqtype,$AdminCc,$Cc) = split(/:/, $value->Content); > > > my $type; #20 > > > if ($reqtype =~ /approval/i) { $type = 'approval'; } > > > else { $type = 'ticket'; } > > > my $content; > > > if ($self->TicketObj->Transactions->First) { > > > $content = MIME::Entity->build(Charset => 'utf8', Data => $self->TicketObj->Transactions->First->Content); > > > } > > > my %ticket_args = ( > > > Subject => $self->TicketObj->Subject, > > > Queue => $self->TicketObj->QueueObj->Name, > > > Requestor => $self->TicketObj->RequestorAddresses, > > > Cc => $Cc, > > > AdminCc => $AdminCc, > > > Type => $type, > > > MIMEObj => $content || undef, > > > ); > > > if ($self->TicketObj->MemberOf->First) { > > > $ticket_args{MemberOf} = > > > $self->TicketObj->MemberOf->First->TargetObj->Id; > > > } > > > else { > > > $ticket_args{MemberOf} = $self->TicketObj->Id; > > > } > > > #need to set custom field > > > my $customfield = new RT::CustomField($RT::SystemUser); > > > $customfield->LoadByNameAndQueue(Queue => $self->TicketObj->QueueObj->Name, Name => "Request Type"); > > > my $cfid = $customfield->Id; > > > $ticket_args{"CustomField-$cfid"} = $value->Content; > > > $RT::Logger->debug("Setting cf $cfid to: " . $value->Content); > > > my ($id, undef, $msg) = $ticket->Create(%ticket_args); > > > $RT::Logger->debug("Created ticket from resolve action: " . $id); > > > $RT::Logger->debug("Ticket creation error: $msg") unless $id; > > > next unless $id; > > > push @new_tickets, $id; > > > #then add comment for parent first and last? #50 > > > } > > > unless (@new_tickets) { > > > $RT::Logger->debug("No resolve actions successful for ticket: " . $self->TicketObj->Id); > > > return 1; > > > } > > > > > > On Mon, Dec 13, 2004 at 11:55:41AM -0500, Ben Blakely wrote: > > > > Hello All, > > > > > > > > I have configured the Approvals within RT. I was wondering if anyone > > > > has an idea on howto get an action to be performed after approval. > > > > > > > > For example, id like to create a child ticket within another queue > > > > once the initial approval has been approved. > > > > > > > > Regards, > > > > > > > > Ben Blakely > > > > _______________________________________________ > > > > 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 chaka.net Mon Dec 13 15:07:46 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 13 Dec 2004 15:07:46 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <30322e8d0412131238414cea5a@mail.gmail.com> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> <30322e8d0412131238414cea5a@mail.gmail.com> Message-ID: <20041213200746.GW11055@chaka.net> Can you get a simple scrip to work? Such as: Condition: User Defined Action: User Defined Template: Global tempalte: Blank Stage: TransactionCreate Custom condition: my $trans = $self->TransactionObj->Type; if ($trans eq 'Status' && $self->TransactionObj->NewValue =~ /(resolved|rejected|deleted)/i) { return 1; } Custom action preparation code: 1; Custom action cleanup code: $RT::Logger->debug("Resolve action running..."); On Mon, Dec 13, 2004 at 03:38:49PM -0500, Ben Blakely wrote: > Hey Todd, > > It seems to be a problem with getting an action to be performed after > the child ( approval ticket ) is resolved. Im taking your approach, > when the approval ticket is resolved id like to have another ticket > created in another queue. > > > Ben > From rt at chaka.net Mon Dec 13 15:10:02 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 13 Dec 2004 15:10:02 -0500 Subject: [rt-users] Unmerge Tickets? In-Reply-To: <20041213202650.GA31918@soto.kasei.com> References: <20041213202650.GA31918@soto.kasei.com> Message-ID: <20041213201002.GX11055@chaka.net> At the database level you can update the Tickets tables so that the id and EffectiveId columns have the same value for each ticket... -Todd On Mon, Dec 13, 2004 at 08:26:50PM +0000, Tony Bowden wrote: > > In the archives I've come across several people looking for an "unmerge > tickets" facility, but I haven't really found an answer beyond "do it > by hand". > > Is there a way to do this yet? > > 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 rt at tmtm.com Mon Dec 13 15:51:43 2004 From: rt at tmtm.com (Tony Bowden) Date: Mon, 13 Dec 2004 20:51:43 +0000 Subject: [rt-users] Unmerge Tickets? In-Reply-To: <20041213201002.GX11055@chaka.net> References: <20041213202650.GA31918@soto.kasei.com> <20041213201002.GX11055@chaka.net> Message-ID: <20041213205143.GD31918@soto.kasei.com> On Mon, Dec 13, 2004 at 03:10:02PM -0500, Todd Chapman wrote: > At the database level you can update the Tickets tables so > that the id and EffectiveId columns have the same value for > each ticket... Thanks. Do I have to actually log into the database and do this by hand, or is there something I can call to do this? Tony From rt at chaka.net Mon Dec 13 15:22:45 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 13 Dec 2004 15:22:45 -0500 Subject: [rt-users] Unmerge Tickets? In-Reply-To: <20041213205143.GD31918@soto.kasei.com> References: <20041213202650.GA31918@soto.kasei.com> <20041213201002.GX11055@chaka.net> <20041213205143.GD31918@soto.kasei.com> Message-ID: <20041213202245.GY11055@chaka.net> I don't think so. Also, when tickets are merged wachers, time worked, and links are modified in the ticket that was merged into. This can't be undone without some manual detective work. -Todd On Mon, Dec 13, 2004 at 08:51:43PM +0000, Tony Bowden wrote: > On Mon, Dec 13, 2004 at 03:10:02PM -0500, Todd Chapman wrote: > > At the database level you can update the Tickets tables so > > that the id and EffectiveId columns have the same value for > > each ticket... > > Thanks. > > Do I have to actually log into the database and do this by hand, or is > there something I can call to do this? > > Tony From neaffleck at ucdavis.edu Mon Dec 13 16:25:18 2004 From: neaffleck at ucdavis.edu (Nathan Affleck) Date: Mon, 13 Dec 2004 13:25:18 -0800 Subject: [rt-users] Paging based on priority. Message-ID: Hi, I've modified the SelfService page so that users can submit a priority of (0,25,75, or 100) --- based on this information, I'd like RT to send a notification to the pager field (which is actually an email address) to a group of users if the priority is, say, greater/eqaul than 75. Has anyone done anything like this? I suppose a scrip would be ideal that does something along the lines of: On new Ticket Create, if priority is greater/equal than 75 notify AdminCC's by pager field? Or, perhaps it can be incorporated directly into the submission process? Scrips are slightly confusing, and I haven't seen any good examples/documentation of their use. Still looking though. Thanks, -Nathan Affleck From bblakely at gmail.com Mon Dec 13 16:56:56 2004 From: bblakely at gmail.com (Ben Blakely) Date: Mon, 13 Dec 2004 16:56:56 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <20041213200746.GW11055@chaka.net> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> <30322e8d0412131238414cea5a@mail.gmail.com> <20041213200746.GW11055@chaka.net> Message-ID: <30322e8d04121313563a3e2197@mail.gmail.com> Todd, I set that scrip up but not to sure if its running or not. However, I can use the default scripts to do stuff, such as notifing CC's on reply. On Mon, 13 Dec 2004 15:07:46 -0500, Todd Chapman wrote: > Can you get a simple scrip to work? Such as: > > Condition: User Defined > Action: User Defined > Template: Global tempalte: Blank > Stage: TransactionCreate > Custom condition: > > my $trans = $self->TransactionObj->Type; > if ($trans eq 'Status' && $self->TransactionObj->NewValue =~ /(resolved|rejected|deleted)/i) { > return 1; > } > > Custom action preparation code: > > 1; > > Custom action cleanup code: > > $RT::Logger->debug("Resolve action running..."); > > On Mon, Dec 13, 2004 at 03:38:49PM -0500, Ben Blakely wrote: > > Hey Todd, > > > > It seems to be a problem with getting an action to be performed after > > the child ( approval ticket ) is resolved. Im taking your approach, > > when the approval ticket is resolved id like to have another ticket > > created in another queue. > > > > > > Ben > > > From rt at chaka.net Mon Dec 13 16:24:36 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 13 Dec 2004 16:24:36 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <30322e8d04121313563a3e2197@mail.gmail.com> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> <30322e8d0412131238414cea5a@mail.gmail.com> <20041213200746.GW11055@chaka.net> <30322e8d04121313563a3e2197@mail.gmail.com> Message-ID: <20041213212436.GZ11055@chaka.net> If you can't get that simple scrip to run you have a problem. Do you know where your RT is logging to? Also, you must resolve a ticket to get the scrip to run... On Mon, Dec 13, 2004 at 04:56:56PM -0500, Ben Blakely wrote: > Todd, > > I set that scrip up but not to sure if its running or not. However, I > can use the default scripts to do stuff, such as notifing CC's on > reply. > > From seph at directionless.org Mon Dec 13 18:20:44 2004 From: seph at directionless.org (seph) Date: Mon, 13 Dec 2004 18:20:44 -0500 Subject: [rt-users] Re: upgrade path In-Reply-To: (john w.'s message of "Mon, 13 Dec 2004 11:05:39 -0600") References: Message-ID: > Looking for some advice on if I need to upgrade or not. My company is > currently evaluating RT3 version 3.010 and it was easy to setup and > and works very well. Is it worth upgrading to the current version for > features etc. It seemed kinda painful seeing that an upgrade to both > Perl and mysql would be required. > > Running > > Whitebox Linux 3.0 RHEL clone > Apache 2.046 > mysql 3.23 > RT 3.0.10 > Perl 5.8.0 You really don't want to be running either that version of perl, or that version of mysql. I believe both are known to cause data corruption. So, since you should update those anyhow, that's not a reason not to upgrade... Additionally, I'd recommend using the latest RT for speed and features. seph From bblakely at gmail.com Mon Dec 13 20:41:51 2004 From: bblakely at gmail.com (Ben Blakely) Date: Mon, 13 Dec 2004 20:41:51 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <20041213212436.GZ11055@chaka.net> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> <30322e8d0412131238414cea5a@mail.gmail.com> <20041213200746.GW11055@chaka.net> <30322e8d04121313563a3e2197@mail.gmail.com> <20041213212436.GZ11055@chaka.net> Message-ID: <30322e8d04121317411eb587a9@mail.gmail.com> Hey Todd, I got the test script to work. But I still cant get the orginal code you pasted to run, there is no debug from the "custom action code cleanup" portion of the script. The test script displays the "resolve action running.." on resolve of ticket, but doesnt make it to the first debug message in the code I mentioned above. Any suggestions? Im wondering if you could confirm my settings for the custom field named 'Resolved Action. Name: Resolve Action Desc: To perform action on resolve. Type: 'Select one value' Thanks, Ben On Mon, 13 Dec 2004 16:24:36 -0500, Todd Chapman wrote: > If you can't get that simple scrip to run you have a problem. Do > you know where your RT is logging to? Also, you must resolve > a ticket to get the scrip to run... > > On Mon, Dec 13, 2004 at 04:56:56PM -0500, Ben Blakely wrote: > > Todd, > > > > I set that scrip up but not to sure if its running or not. However, I > > can use the default scripts to do stuff, such as notifing CC's on > > reply. > > > > > From rstark at tuzakey.com Mon Dec 13 21:20:01 2004 From: rstark at tuzakey.com (Ryan Stark) Date: Mon, 13 Dec 2004 18:20:01 -0800 Subject: [rt-users] remove "via RT" Message-ID: <41BE4DD1.4000207@tuzakey.com> This should be relatively straight forward, but I can't seem to find it. How do you remove the " via RT" from: "From: John Doe via RT"? Thanks, -Ryan From pape-rt at inf.fu-berlin.de Tue Dec 14 03:40:06 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 14 Dec 2004 09:40:06 +0100 Subject: [rt-users] anyone else? rt3.2.2+apache2+fastcgi - problem with mailgate (double utf8-encoding) Message-ID: Hello, anybody seeing this same problem with apache2 and fastcgi 2.4.2: When posting an email with german umlauts in Subject into RT, an email bounce is created with the following error message Parsing of undecoded UTF-8 will give garbage when decoding entities at /export/perl-5.8.5/lib/site_perl/5.8.5/LWP/Protocol.pm line 114, <> chunk 1. The email is correctly accepted by RT (a ticket is created in the DB without any visible encoding problems) but the annoying bounce is created. !! The same email (I attach an example) posted to the same RT (really the same files) running under apache 1.3.33 with fastcgi 2.2.10 will be accepted without the error bounce. complete configuration below! TRACKED DOWN to the following: I can reproduce the error by piping the test message into rt-mailgate (with --debug) when apache2 is up and saw the difference when piping the same email to the same rt-mailgate when apache 1.3 is up: rt-mailgate dumps the content of the answer of apache to stdout and this shows: apache 1.3 (correct!) Ok.....Subject:testticket f?r RT..... apache 2 (incorrect, parser complains) Ok.....Subject:testticket f??r RT..... where ?? are the characters I use to see if utf8 - "?" is encoded to utf8 again. I can send apache2 and apache1 config file snippets if needed, but I am quite sure apache config is correct (yes, I use AddDefaultCharset UTF-8 in the location serving rt/REST). Any help appreciated, Dirk. problematic configuration Debian Linux (sarge) RT 3.2.2 RTFM 2.0.4 Apache/2.0.52 perl 5.8.5 fastcgi 2.4.2 mysql 4.0.22 unproblematic configuration Debian Linux (sarge) *same* RT instance *same* RTFM instance Apache/1.3.33 Ben-SSL/1.55 *same* perl fastcgi 2.2.10 *same* mysql server and DB -------------- next part -------------- An embedded message was scrubbed... From: Dirk Pape Subject: testticket f?r RT Date: Sun, 12 Dec 2004 20:14:16 +0100 Size: 439 URL: From Vassilios.Ioannidis at isrec.unil.ch Tue Dec 14 04:05:40 2004 From: Vassilios.Ioannidis at isrec.unil.ch (Vassilios Ioannidis) Date: Tue, 14 Dec 2004 10:05:40 +0100 Subject: [rt-users] Removal of subject line tag Message-ID: <53BEB864-4DAF-11D9-811D-000393CFE3B8@isrec.unil.ch> Hello, when RT was first installed one year ago, it has been decided to use a specific tag ("our_tag"). However, I was wondering whether it would be possible to remove the tag appearing in the subject line of the emails leaving only the "#" and the number in between the square brackets ? (not to modify it just to remove it). In other words, to change this (only for new incoming emails): [one_tag #4999] by that: [ #4999]. Is this correct if I modify the RT_SiteConfig.pm file this way: # 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 , "one_tag"); Set($rtname , " "); (It doesn't matter for us if mail for existing tickets are not put in the right place,) thanks, Vassilios RT 3.0.11 MySQL 4.0.18 PERL 5.8.3 (SOLARIS) -- -------------------------------------------------------- Vassilios Ioannidis, Ph.D. Swiss Institute of Bioinformatics EMBnet - Swiss node / 155, chemin des Boveresses, CH-1066 Epalinges, Switzerland / tel: +41 21 692 5991 fax: +41 21 692 5945 ExPASy / CMU -1, rue Michel Servet, CH-1211 Geneva 4 Switzerland / tel: +41 22 379 5050 fax: +41 22 379 5858 Vassilios.Ioannidis at isb-sib.ch http://www.ch.embnet.org http://www.expasy.org http://www.isb-sib.ch -------------------------------------------------------- From okrouhly at civ.zcu.cz Tue Dec 14 07:35:50 2004 From: okrouhly at civ.zcu.cz (Jan Okrouhly) Date: Tue, 14 Dec 2004 13:35:50 +0100 (CET) Subject: [rt-users] Re: [Rt-devel] UserDefined scrip action In-Reply-To: Message-ID: On Thu, 9 Dec 2004, Andy Harrison wrote: > > > But how would you determine the group to use? The requestor's group? > > > The current user? The current queue (i.e. who has rights to it)? > > > > Anyway. > > As I've written in my case it was I CustomField set on Tickets > > which Value identifie the Group name -> Emails... This is not a core of > > solved problem with my scrip codes. > > > > Jan Okrouhl? Yes, here is one way how to do that: use system scrip action Notify (with no Arguments) and then put up code setting BCc,Cc either To to the very beginning of given Template. Ana another way is (I HOPE) to write custom action prepare code (inspired in RT3.2.2 __Approvals' scrips) like: ----- cut here ---- package RT::Action::tmp; require RT::Action::Notify; use strict; use vars qw/@ISA/; @ISA=qw(RT::Action::Notify); sub SetRecipients { # Your Code preparing Bcc, To or whatever @{$self->{'Bcc'}}=('i.e. some needed addresses at st.worldcomain'); } bless($self, 'RT::Action::tmp'); return $self->Prepare; --- cut here --- > In that case, I see no reason you can't use Ruslan's NotifyGroup > module. Since you probably have a finite amount of possible values in > your custom field, you could create one scrip per value. > > Use a custom condition: > # Create, or whatever condition. > return undef unless ($self->TransactionObj->Type eq "Create"); > return undef if ($self->TicketObj->FirstCustomFieldValue('Your > Custom Field Name') =~ /Value you're searching for/i); > return 1; > > Choose the appropriate action generated by Ruslan's NotifyGroup. > Template: TemplateForSomeValue1 > > Then in the Template, just specify your cc at the very top line of the > template (making sure to put an empty line after) and it should work. > > > -- > Andy Harrison > > > > > Jan Okrouhl? //------------------------------------\-\-\+\-\-\---okrouhly at civ.zcu.cz-\\ |Laboratory for Computer Science | phone: +420 377 632 837 | |University of West Bohemia | location: Univerzitni 22 | |Americka 42, 306 14 Pilsen, Czech Republic| room: UI402 | +---------------------------------------73-!-de-OK1INC at OK0PPL.#BOH.CZE.EU+ | Monday or Tuesday: | phone: +420 224 355 263 | \\___________________CESNET z.s.p.o.______|_location: Zikova 4, Prague_// From aharrison at gmail.com Tue Dec 14 08:51:17 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 14 Dec 2004 08:51:17 -0500 Subject: [rt-users] Paging based on priority. In-Reply-To: References: Message-ID: On Mon, 13 Dec 2004 13:25:18 -0800, Nathan Affleck wrote: > Hi, > > I've modified the SelfService page so that users can submit a priority of > (0,25,75, or 100) --- based on this information, I'd like RT to send a > notification to the pager field (which is actually an email address) to a > group of users if the priority is, say, greater/eqaul than 75. > Just do an OnCreate scrip. Description: Priority75Created Condition: User Defined Custom Condition: return undef unless ( $self->TicketObj->Priority = 75 ); return 1; For your action, Ruslan's RT::Action::NotifyGroup module would fit the bill nicely. (It also does individual users, not just groups.) http://search.cpan.org/~ruz/RT-Action-NotifyGroup/ -- Andy Harrison From aharrison at gmail.com Tue Dec 14 08:52:41 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 14 Dec 2004 08:52:41 -0500 Subject: [rt-users] Requestor Search In-Reply-To: <41BDBFB0.3020103@aspsys.com> References: <41BDBFB0.3020103@aspsys.com> Message-ID: On Mon, 13 Dec 2004 09:13:36 -0700, Rolf Brusletto wrote: > Hey all - Wanted to find out if anybody has done this, or is doing this. > We would very much like to list out tickets by requestor, and be able to > link that in the searches. This would mean each requestor listed in > highest priority tickets, or unowned tickets would link each requestor > to a search for that requestor email address. Has anybody done this, is > there contrib code for it? Not sure what you're after. Can you explain why the query builder doesn't do what you want? -- Andy Harrison From aharrison at gmail.com Tue Dec 14 08:54:12 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 14 Dec 2004 08:54:12 -0500 Subject: [rt-users] remove "via RT" In-Reply-To: <41BE4DD1.4000207@tuzakey.com> References: <41BE4DD1.4000207@tuzakey.com> Message-ID: On Mon, 13 Dec 2004 18:20:01 -0800, Ryan Stark wrote: > This should be relatively straight forward, but I can't seem to find it. > How do you remove the " via RT" from: "From: John Doe via RT"? rt3/etc/RT_SiteConfig.pm: Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); -- Andy Harrison From aharrison at gmail.com Tue Dec 14 09:11:54 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 14 Dec 2004 09:11:54 -0500 Subject: [rt-users] Removal of subject line tag In-Reply-To: <53BEB864-4DAF-11D9-811D-000393CFE3B8@isrec.unil.ch> References: <53BEB864-4DAF-11D9-811D-000393CFE3B8@isrec.unil.ch> Message-ID: On Tue, 14 Dec 2004 10:05:40 +0100, Vassilios Ioannidis > > In other words, to change this (only for new incoming emails): [one_tag > #4999] by that: [ #4999]. > > Is this correct if I modify the RT_SiteConfig.pm file this way: > > # 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($rtname , "one_tag"); > Set($rtname , " "); > > (It doesn't matter for us if mail for existing tickets are not put in > the right place,) No, that would break other things. IIRC, you can just update your template for the outgoing message and give it a subject. At the very top: Subject: {$Transaction->Subject()} < empty line > ...the rest of your template... If that doesn't work, just copy /lib/RT/Action/SendEmail.pm to /local/lib/RT/Action/SendEmail.pm and edit the SetSubjectToken subroutine to your liking. -- Andy Harrison From rt at chaka.net Tue Dec 14 09:04:26 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 14 Dec 2004 09:04:26 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <30322e8d04121317411eb587a9@mail.gmail.com> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> <30322e8d0412131238414cea5a@mail.gmail.com> <20041213200746.GW11055@chaka.net> <30322e8d04121313563a3e2197@mail.gmail.com> <20041213212436.GZ11055@chaka.net> <30322e8d04121317411eb587a9@mail.gmail.com> Message-ID: <20041214140426.GB11055@chaka.net> My 'Resolve Action' CF is actually a select multiple CF, but I don't think that would affect the code. Did you try resolving a ticket that had the CF set to some value? -Todd On Mon, Dec 13, 2004 at 08:41:51PM -0500, Ben Blakely wrote: > Hey Todd, > > I got the test script to work. But I still cant get the orginal code > you pasted to run, there is no debug from the "custom action code > cleanup" portion of the script. The test script displays the "resolve > action running.." on resolve of ticket, but doesnt make it to the > first debug message in the code I mentioned above. > > Any suggestions? Im wondering if you could confirm my settings for the > custom field named 'Resolved Action. > > Name: Resolve Action > Desc: To perform action on resolve. > Type: 'Select one value' > > Thanks, > > Ben > On Mon, 13 Dec 2004 16:24:36 -0500, Todd Chapman wrote: > > If you can't get that simple scrip to run you have a problem. Do > > you know where your RT is logging to? Also, you must resolve > > a ticket to get the scrip to run... > > > > On Mon, Dec 13, 2004 at 04:56:56PM -0500, Ben Blakely wrote: > > > Todd, > > > > > > I set that scrip up but not to sure if its running or not. However, I > > > can use the default scripts to do stuff, such as notifing CC's on > > > reply. > > > > > > > > From steve at n2sw.com Tue Dec 14 10:52:52 2004 From: steve at n2sw.com (Steve Rieger) Date: Tue, 14 Dec 2004 10:52:52 -0500 Subject: [rt-users] Project management / collaboration Message-ID: Has anybody on this list integrated rt3 with some sort of project management or collaboration package. Something along the lines of phpcollab, or dotproject .... Thanx If so can you give me some pointers -- Steve Rieger Direct 212-804-1131 Cell 646-335-8915 From neaffleck at ucdavis.edu Tue Dec 14 12:19:25 2004 From: neaffleck at ucdavis.edu (Nathan Affleck) Date: Tue, 14 Dec 2004 09:19:25 -0800 Subject: [rt-users] Paging based on priority. In-Reply-To: Message-ID: Thanks for the direction. Works perfectly with a little change to PagerPhone instead of EmailAddress on notify group! Kindest regards! ..Nate -----Original Message----- From: Andy Harrison [mailto:aharrison at gmail.com] Sent: Tuesday, December 14, 2004 5:51 AM To: Nathan Affleck Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Paging based on priority. On Mon, 13 Dec 2004 13:25:18 -0800, Nathan Affleck wrote: > Hi, > > I've modified the SelfService page so that users can submit a priority of > (0,25,75, or 100) --- based on this information, I'd like RT to send a > notification to the pager field (which is actually an email address) to a > group of users if the priority is, say, greater/eqaul than 75. > Just do an OnCreate scrip. Description: Priority75Created Condition: User Defined Custom Condition: return undef unless ( $self->TicketObj->Priority = 75 ); return 1; For your action, Ruslan's RT::Action::NotifyGroup module would fit the bill nicely. (It also does individual users, not just groups.) http://search.cpan.org/~ruz/RT-Action-NotifyGroup/ -- Andy Harrison From michaelp at diversifiedsys.com Tue Dec 14 15:53:42 2004 From: michaelp at diversifiedsys.com (Michael J. Pedersen) Date: Tue, 14 Dec 2004 15:53:42 -0500 Subject: [rt-users] Editing Custom Fields When Replying/Resolving Message-ID: <41BF52D6.8070109@diversifiedsystems.nu> Hi. I found request tracker about 3 months ago, and I'm loving using it. Many thanks to everybody who has written what is an incredibly useful tool! One of the topics that I found most useful on the wiki was how to edit the custom fields when replying/resolving/commenting. However, I took the bug notice to heart at http://wiki.bestpractical.com/index.cgi?CustomFieldsOnUpdate which stated that it should be applied as a callback, and not as a patch to request tracker itself. I've made the callbacks, and am using them now (and, it's worth noting, they would not have been possible without the patch referenced above). I've documented the steps here, for anybody else who wishes to use them. They're especially useful for (for instance) setting resolution codes when resolving a ticket. http://wiki.bestpractical.com/index.cgi?EditCustomFieldAtUpdate Again, thank you. From anne at unidata.ucar.edu Tue Dec 14 16:49:48 2004 From: anne at unidata.ucar.edu (Anne Wilson) Date: Tue, 14 Dec 2004 14:49:48 -0700 Subject: [rt-users] Removing content from client messages Message-ID: <41BF5FFC.80007@unidata.ucar.edu> Hello, We are testing RT for our support system. Sometimes users include sensitive information in their email that we must remove for security reasons. The web interface does not support editing users email. Is there any way we can do this? TIA, Anne -- *************************************************** Anne Wilson UCAR Unidata Program anne at unidata.ucar.edu P.O. Box 3000 Boulder, CO 80307 ---------------------------------------------------- Unidata WWW server http://my.unidata.ucar.edu/ **************************************************** From rt at chaka.net Tue Dec 14 16:29:10 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 14 Dec 2004 16:29:10 -0500 Subject: [rt-users] Removing content from client messages In-Reply-To: <41BF5FFC.80007@unidata.ucar.edu> References: <41BF5FFC.80007@unidata.ucar.edu> Message-ID: <20041214212910.GC11055@chaka.net> RT doesn't support changing history. Here are two ways that this might be done: 1. Direct manipulation of the database. 2. Permanently delete the ticket with Ruslan's RTx::Shredder. It would be nice if RTx::Shredder could delete a transaction. Then again, maybe it can; I never looked. -Todd On Tue, Dec 14, 2004 at 02:49:48PM -0700, Anne Wilson wrote: > Hello, > > We are testing RT for our support system. Sometimes users include > sensitive information in their email that we must remove for security > reasons. The web interface does not support editing users email. Is > there any way we can do this? > > TIA, > > Anne > -- > *************************************************** > Anne Wilson UCAR Unidata Program > anne at unidata.ucar.edu P.O. Box 3000 > Boulder, CO 80307 > ---------------------------------------------------- > Unidata WWW server http://my.unidata.ucar.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 Jan.Lausch at gmx.de Tue Dec 14 17:43:36 2004 From: Jan.Lausch at gmx.de (Jan Lausch) Date: Tue, 14 Dec 2004 23:43:36 +0100 (MET) Subject: [rt-users] change working Domain References: <2099.1103063924@www4.gmx.net> Message-ID: <10511.1103064216@www4.gmx.net> Hi there, one question from a RT-newbie ;-) I installed RT and it's working just fine, really a great thing. But there's one quite odd thing: I configured it using one of the domains on the server. Now it shall be used for another one. I corrected all the Apache-Stuff and it's working fine. I also changed the RT-SiteConfig.pm to the new Settings (reflected correctly in Config -> Tools -> System Config) and of course the mail-aliases. All works fine - only the Mails RT generates do only partly reflect the changes: The "reply-to" / "from" ist correct. But: In the Subject and an the URLs generated within the mails, it still reflects the old Domain-name (and thus produces not-working links) And: This is only the case when I create a ticket from webfrontend. Tickets created by mail have the correct Domain. How can that be? Aren't they generated out of the RT_SiteConfig.pm Information?? Have I got to change sth in the database? I looked over the DB and found, that the items in the table "Transactions" are created with the old domain as a localpart (Data-Field). Well, I kind of don't know any further here - any suggestions? Thanks for your help in advance, Greetings, Jan From aharrison at gmail.com Tue Dec 14 18:09:13 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 14 Dec 2004 18:09:13 -0500 Subject: [rt-users] change working Domain In-Reply-To: <10511.1103064216@www4.gmx.net> References: <2099.1103063924@www4.gmx.net> <10511.1103064216@www4.gmx.net> Message-ID: On Tue, 14 Dec 2004 23:43:36 +0100 (MET), Jan Lausch wrote: > Hi there, > > one question from a RT-newbie ;-) > > I installed RT and it's working just fine, really a great thing. But there's > one quite odd thing: I configured it using one of the domains on the server. > Now it shall be used for another one. > > I corrected all the Apache-Stuff and it's working fine. > I also changed the RT-SiteConfig.pm to the new Settings (reflected correctly > in Config -> Tools -> System Config) and of course the mail-aliases. > > All works fine - only the Mails RT generates do only partly reflect the > changes: > The "reply-to" / "from" ist correct. > > But: > In the Subject and an the URLs generated within the mails, it still reflects > the old Domain-name (and thus produces not-working links) > > And: This is only the case when I create a ticket from webfrontend. Tickets > created by mail have the correct Domain. > > How can that be? Aren't they generated out of the RT_SiteConfig.pm > Information?? Have I got to change sth in the database? > > I looked over the DB and found, that the items in the table "Transactions" > are created with the old domain as a localpart (Data-Field). > Well, I kind of don't know any further here - any suggestions? Thanks for > your help in advance, > Did you restart your web server? Also make sure you've updated the individual queue's correspondance and comment addresses. -- Andy Harrison From Jan.Lausch at gmx.de Tue Dec 14 18:25:38 2004 From: Jan.Lausch at gmx.de (Jan Lausch) Date: Wed, 15 Dec 2004 00:25:38 +0100 (MET) Subject: [rt-users] change working Domain References: Message-ID: <32162.1103066738@www21.gmx.net> Hi Andy, > Did you restart your web server? Yes... OhmyGod: The wrong one. Restarted the right one - works. Really, I should have got this idea by myself ;-) Thank you very much, that was really great! I just got a piece of cake and the problem's solved - Wow. Many greetings to wherever you hang out. Jan From anne at unidata.ucar.edu Tue Dec 14 19:22:57 2004 From: anne at unidata.ucar.edu (Anne Wilson) Date: Tue, 14 Dec 2004 17:22:57 -0700 Subject: [rt-users] Removing content from client messages In-Reply-To: <20041214212910.GC11055@chaka.net> References: <41BF5FFC.80007@unidata.ucar.edu> <20041214212910.GC11055@chaka.net> Message-ID: <41BF83E1.10409@unidata.ucar.edu> Thanks Todd, Yes, looks like it'll have to be through accessing the db directly. We don't want to delete messages entirely because we want the history. As I mentioned to Jason D., I think we'd have to write a tool that takes as input the string we want to sanitize. The tricky part would be remembering to do that at the right time. Would that be a function we could call from a scrip? Or, would we have to get deeper into the code to call such a function at the "right time" from RT? Anne Todd Chapman wrote: > RT doesn't support changing history. Here are two ways > that this might be done: > > 1. Direct manipulation of the database. > > 2. Permanently delete the ticket with Ruslan's RTx::Shredder. > > It would be nice if RTx::Shredder could delete a transaction. Then > again, maybe it can; I never looked. > > -Todd > > On Tue, Dec 14, 2004 at 02:49:48PM -0700, Anne Wilson wrote: > >>Hello, >> >>We are testing RT for our support system. Sometimes users include >>sensitive information in their email that we must remove for security >>reasons. The web interface does not support editing users email. Is >>there any way we can do this? >> >>TIA, >> >>Anne >>-- >>*************************************************** >>Anne Wilson UCAR Unidata Program >>anne at unidata.ucar.edu P.O. Box 3000 >> Boulder, CO 80307 >>---------------------------------------------------- >>Unidata WWW server http://my.unidata.ucar.edu/ >>**************************************************** >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com -- *************************************************** Anne Wilson UCAR Unidata Program anne at unidata.ucar.edu P.O. Box 3000 Boulder, CO 80307 ---------------------------------------------------- Unidata WWW server http://my.unidata.ucar.edu/ **************************************************** From anne at unidata.ucar.edu Tue Dec 14 19:45:59 2004 From: anne at unidata.ucar.edu (Anne Wilson) Date: Tue, 14 Dec 2004 17:45:59 -0700 Subject: [rt-users] Removing content from client messages In-Reply-To: <1103070824.14023.237.camel@cluck.qsent.com> References: <41BF5FFC.80007@unidata.ucar.edu> <20041214212910.GC11055@chaka.net> <41BF83E1.10409@unidata.ucar.edu> <1103070824.14023.237.camel@cluck.qsent.com> Message-ID: <41BF8947.3090506@unidata.ucar.edu> Yeah, we can't do it before the ticket receiver sees it because that person needs the info for support purposes and also to identify any sensitive strings. I guess what would be ideal would be if, once someone owns a ticket, after any further email from that client RT would somehow query the user to invoke the "sanitize" function. (This is assuming no one would send us sensitive info in an initial contact.) So, after each subsequent exchange with a client RT would ask "Sanitize?" and if the user said yes it would query for a string and sanitize it in the db. Any idea how hard would it be to add such a hook to RT? (assuming we write the actual sanitizing code). Anne Rick Rezinas wrote: > you can probably in the mailgate script, unless you want the sensitive > information visible to the person who receives the ticket initially but > do not want it stored in the database, in which case you'll need to > delve deeper. > > On Tue, 2004-12-14 at 16:22, Anne Wilson wrote: > >>Thanks Todd, >> >>Yes, looks like it'll have to be through accessing the db directly. We >>don't want to delete messages entirely because we want the history. >> >>As I mentioned to Jason D., I think we'd have to write a tool that takes >>as input the string we want to sanitize. The tricky part would be >>remembering to do that at the right time. Would that be a function we >>could call from a scrip? Or, would we have to get deeper into the code >>to call such a function at the "right time" from RT? >> >>Anne >> >> >> -- *************************************************** Anne Wilson UCAR Unidata Program anne at unidata.ucar.edu P.O. Box 3000 Boulder, CO 80307 ---------------------------------------------------- Unidata WWW server http://my.unidata.ucar.edu/ **************************************************** From Ruslan.Zakirov at acronis.com Tue Dec 14 23:30:28 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 15 Dec 2004 07:30:28 +0300 Subject: [rt-users] Editing Custom Fields When Replying/Resolving In-Reply-To: <41BF52D6.8070109@diversifiedsystems.nu> References: <41BF52D6.8070109@diversifiedsystems.nu> Message-ID: <41BFBDE4.3050806@acronis.com> Thanks, Michael. Refactored all pages about this topic into one http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate Best regards. Ruslan. Michael J. Pedersen wrote: > Hi. I found request tracker about 3 months ago, and I'm loving using it. > Many thanks to everybody who has written what is an incredibly useful tool! > > One of the topics that I found most useful on the wiki was how to edit > the custom fields when replying/resolving/commenting. However, I took > the bug notice to heart at > http://wiki.bestpractical.com/index.cgi?CustomFieldsOnUpdate which > stated that it should be applied as a callback, and not as a patch to > request tracker itself. I've made the callbacks, and am using them now > (and, it's worth noting, they would not have been possible without the > patch referenced above). > > I've documented the steps here, for anybody else who wishes to use them. > They're especially useful for (for instance) setting resolution codes > when resolving a ticket. > > http://wiki.bestpractical.com/index.cgi?EditCustomFieldAtUpdate > > Again, 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 From Ruslan.Zakirov at acronis.com Tue Dec 14 23:56:23 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 15 Dec 2004 07:56:23 +0300 Subject: [rt-users] about queues In-Reply-To: <1aa7d4560412090405a75a830@mail.gmail.com> References: <1aa7d4560412090405a75a830@mail.gmail.com> Message-ID: <41BFC3F7.2070206@acronis.com> T.K Venu wrote: > hi > > i have configured rt with 5 queues > and i have created total 50 users in that > 10 is from a group sr.system admins Privileged users. > > now total 50 users (unprivileged users) and some users > from privileged users not able see above 5 queues from their > interface why? > > what do i do for this problem? http://wiki.bestpractical.com/?SeeQueue http://wiki.bestpractical.com/?Rights > > venu > The doublethumb... > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From abdoul at club-internet.fr Tue Dec 14 23:06:19 2004 From: abdoul at club-internet.fr (ab) Date: Wed, 15 Dec 2004 04:06:19 +0000 Subject: [rt-users] Admin Watcher not receiving Bcc: with Qmail Message-ID: <6.1.2.0.2.20041215035742.0fbe6eb0@pop3.club-internet.Fr> Hello, When a ticket is created the requestor receive the AutoReply but my adminCc is not receiving the notification . Here is my log : Dec 15 01:53:51 dev RT: #779/3502 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Dec 15 01:53:51 dev RT: sent To: ab at xxxx.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:269) Dec 15 01:53:51 dev RT: #779/3502 - Scrip 3 On Create: Notify AdminCcs (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Dec 15 01:53:51 dev RT: sent To: Cc: Bcc: xx at xxxx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:269) Dec 15 01:53:51 dev RT: #779/3502 - Scrip 14 AutoReply Gcom (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Dec 15 01:53:51 dev RT: sent To: ab at xxxx.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:269) Dec 15 01:53:51 dev RT: Ticket 779 created in queue 'support at gcom' by ab at xxxx.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:695) In my RT_SiteConfig.pm, I have : Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-t"); Set($SendmailPath , "/var/qmail/bin/sendmail"); I'm using Qmail. Also the watcher of my queues are not receiving replies or any email. Is there something particular to do for Qmail ? Thanks for your help, AB From rstark at tuzakey.com Wed Dec 15 00:37:44 2004 From: rstark at tuzakey.com (Ryan Stark) Date: Tue, 14 Dec 2004 21:37:44 -0800 Subject: [rt-users] notify admin cc on resolve Message-ID: <41BFCDA8.9060407@tuzakey.com> Okay, I got the scrip setup, and I try to use the standard correspondance template but I get nothing to the admin-cc. I need the same email(*correspondance*) the requestor gets to go to the admin cc when the ticket is resolved(not the resolved template, the body/contents of the ticket.) Example agent opens email from client, hits reply changes status to resolved, types in contents, hits send/update ticket. The email requestor(client) gets the response the ticket is closed etc. I need that admin cc to get the same mail. But only on resolve events. please help. when use the correspondance template to email the admin it sends the admin this line: This transaction appears to have no content Thanks, -Ryan From Ruslan.Zakirov at acronis.com Wed Dec 15 00:42:26 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Wed, 15 Dec 2004 08:42:26 +0300 Subject: [rt-users] notify admin cc on resolve In-Reply-To: <41BFCDA8.9060407@tuzakey.com> References: <41BFCDA8.9060407@tuzakey.com> Message-ID: <41BFCEC2.5020008@acronis.com> http://wiki.bestpractical.com/index.cgi?FAQ http://wiki.bestpractical.com/index.cgi?MailingListArchives http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail Ryan Stark wrote: > Okay, I got the scrip setup, and I try to use the standard > correspondance template but I get nothing to the admin-cc. I need the > same email(*correspondance*) the requestor gets to go to the admin cc > when the ticket is resolved(not the resolved template, the body/contents > of the ticket.) > > Example agent opens email from client, hits reply changes status to > resolved, types in contents, hits send/update ticket. The email > requestor(client) gets the response the ticket is closed etc. I need > that admin cc to get the same mail. But only on resolve events. > > please help. when use the correspondance template to email the admin it > sends the admin this line: > This transaction appears to have no content > > Thanks, > -Ryan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From CarlR at pginw.com Wed Dec 15 07:06:58 2004 From: CarlR at pginw.com (Carl, Roger) Date: Wed, 15 Dec 2004 07:06:58 -0500 Subject: [rt-users] Removing content from client messages Message-ID: We would like to be able to clean up what is in a ticket too. I understand that allowing someone to pull up a section of the comments would probably be technically difficult and would raise security questions. It would also make the RT 'master' copy different than what has been transmitted through email. You could mitigate some of those issues by keeping versions of each comment section and restricting who has the ability to invoke an 'edit'. -----Original Message----- From: Anne Wilson [mailto:anne at unidata.ucar.edu] Sent: Tuesday, December 14, 2004 7:46 PM To: Rick Rezinas Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Removing content from client messages Yeah, we can't do it before the ticket receiver sees it because that person needs the info for support purposes and also to identify any sensitive strings. I guess what would be ideal would be if, once someone owns a ticket, after any further email from that client RT would somehow query the user to invoke the "sanitize" function. (This is assuming no one would send us sensitive info in an initial contact.) So, after each subsequent exchange with a client RT would ask "Sanitize?" and if the user said yes it would query for a string and sanitize it in the db. Any idea how hard would it be to add such a hook to RT? (assuming we write the actual sanitizing code). Anne Rick Rezinas wrote: > you can probably in the mailgate script, unless you want the sensitive > information visible to the person who receives the ticket initially but > do not want it stored in the database, in which case you'll need to > delve deeper. > > On Tue, 2004-12-14 at 16:22, Anne Wilson wrote: > >>Thanks Todd, >> >>Yes, looks like it'll have to be through accessing the db directly. We >>don't want to delete messages entirely because we want the history. >> >>As I mentioned to Jason D., I think we'd have to write a tool that takes >>as input the string we want to sanitize. The tricky part would be >>remembering to do that at the right time. Would that be a function we >>could call from a scrip? Or, would we have to get deeper into the code >>to call such a function at the "right time" from RT? >> >>Anne >> >> >> -- *************************************************** Anne Wilson UCAR Unidata Program anne at unidata.ucar.edu P.O. Box 3000 Boulder, CO 80307 ---------------------------------------------------- Unidata WWW server http://my.unidata.ucar.edu/ **************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------ PGI Internet E-mail Confidentiality ------------ Please note: This message may contain information which is privileged and confidential. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you believe you have received this message in error, please forward to Postmaster at pginw.com. ------------ Confidencialidad de Correo Electronico de PGI ------------ Nota: Este mensaje puede contener informacion privilegiada y confidencial. Si usted no es el destinatario, esta notificado que cualquier diseminacion, distribucion o copia de esta comunicacion esta estrictamente prohibida. Si usted cree que ha recibido este mensaje por error, por favor reenvielo a Postmaster at pginw.com. (Informacion intencionalmente sin acentos) -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Dec 15 09:22:42 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 15 Dec 2004 09:22:42 -0500 Subject: [rt-users] Sending Mail With Attachments Message-ID: <1103120562.41c048b2c84c3@webmail.mit.edu> Hi, I'm trying to set up a scrip that will send mail with a piece of text stored as an attachment, and I'm not getting anywhere. Could anyone give me a hint? Thanks, Steve From aharrison at gmail.com Wed Dec 15 09:55:27 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 15 Dec 2004 09:55:27 -0500 Subject: [rt-users] Sending Mail With Attachments In-Reply-To: <1103120562.41c048b2c84c3@webmail.mit.edu> References: <1103120562.41c048b2c84c3@webmail.mit.edu> Message-ID: On Wed, 15 Dec 2004 09:22:42 -0500, Stephen Turner wrote: > > Hi, > > I'm trying to set up a scrip that will send mail with a piece of text stored as > an attachment, and I'm not getting anywhere. Could anyone give me a hint? > perldoc lib/RT/Action/SendEmail.com shows an AddAttachment method. Probably a good place to start. -- Andy Harrison From MarkRoedel at letu.edu Wed Dec 15 12:04:35 2004 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 15 Dec 2004 11:04:35 -0600 Subject: [rt-users] restrict priority range by requestor Message-ID: I thought I remembered seeing something about this, but not finding anything so far in the wiki or mailing list archives, so... One of the things on our would-be-nice-to-have list is the ability to configure things so that particular users (or, even better, particular groups) within a given queue only have the ability to specify a particular range of values for a ticket's starting priority. (This would allow us, for example, to restrict the initial priority value available to users who consistently overestimate the urgency of their requests, or to allow our VPs to insert themselves towards the top of the list.) Has anybody already done the initial work for something like this? Any pointers would be greatly appreciated. -- Mark Roedel Web Programmer / Analyst LeTourneau University From stevep at sga.org Wed Dec 15 11:53:35 2004 From: stevep at sga.org (Steve Palm) Date: Wed, 15 Dec 2004 10:53:35 -0600 Subject: [rt-users] Rights issue - seeing queues In-Reply-To: <41B880FC.1010107@acronis.com> References: <020f01c4de0a$70f0b940$0600a8c0@poseiden> <41B880FC.1010107@acronis.com> Message-ID: On Dec 9, 2004, at 10:44 AM, Ruslan U. Zakirov wrote: > Read http://wiki.bestpractical.com/?Rights > You should grant ShowTicket to owner _role_. I have read all the documentation that I could find, and I have "ShowQueue" set up for Everyone, and Unprivileged users at the QUEUE level, but in the SelfService interface the users can not see any "queue" listing at all, the only options they have on the left side is "Open Tickets", "Closed Tickets", "New Ticket" and "Preferences". I'm surely missing something obvious, but no amount of reading the doc/wiki pages has helped. Steve ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From ruediger.riediger at sun.com Wed Dec 15 12:38:35 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Wed, 15 Dec 2004 18:38:35 +0100 Subject: [rt-users] FreezeThaw error in RT3 Message-ID: <41C0769B.8070007@sun.com> Hello, we do see errors like below all over RT3 log (RT3.0.11 + RTIR 1.0.6rc1 + RTFM 2.0.4). Anyone any idea where they come from? The system seems to work fine, so I am not sure what causes them (well, beside the fact that it seems to be a search of some sort, but different every time)... Dec 14 16:05:00 unknown RT: Do not know how to thaw data with code `F' at /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 542\n FreezeThaw::thawScalar(0) called at /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 679\n FreezeThaw::thaw('FrT%3B%404%7C%256%7C%242%7C10%242%7C11%242%7C12%258%7C%2411%7...') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 905\n eval {...} called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 904\n RT::Tickets::ThawLimits('RT::Tickets=HASH(0x1a0b91c)', 'FrT%3B%404%7C%256%7C%242%7C10%242%7C11%242%7C12%258%7C%2411%7...') called at /opt/rt3/lib/RT/Interface/Web.pm line 604\n HTML::Mason::Commands::ProcessSearchQuery('ARGS', 'HASH(0x187bda4)') called at /opt/rt3/share/html/RTIR/Listing.html line 82\n HTML::Mason::Commands::__ANON__('DateType', 'Created', 'OwnerOp', '=', 'CompileRestriction', 1, 'RefreshSearchInterval', -1, 'ValueOfOwner', ...) called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134\n HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xeda448)', 'DateType', 'Creat Dec 14 16:05:00 unknown RT: limiting to 50 rows\n [....] Dec 15 13:31:08 unknown RT: Do not know how to thaw data with code `F' at /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 542\n FreezeThaw::thawScalar(0) called at /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 679\n FreezeThaw::thaw('FrT%3B%404%7C%256%7C%241%7C4%241%7C5%241%7C6%258%7C%2411%7CDE...') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 905\n eval {...} called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 904\n RT::Tickets::ThawLimits('RT::Tickets=HASH(0x1ad9bb8)', 'FrT%3B%404%7C%256%7C%241%7C4%241%7C5%241%7C6%258%7C%2411%7CDE...') called at /opt/rt3/lib/RT/Interface/Web.pm line 604\n HTML::Mason::Commands::ProcessSearchQuery('ARGS', 'HASH(0x1908fcc)') called at /opt/rt3/share/html/RTIR/Listing.html line 82\n HTML::Mason::Commands::__ANON__('OwnerOp', '=', 'CompileRestriction', 1, 'CustomFieldOp6', 'LIKE', 'PriorityOp', '<', 'CustomField1', ...) called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134\n HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1b01c64)', 'OwnerOp', '=', 'Compile Dec 15 13:31:08 unknown RT: limiting to 50 rows\n Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From lendl at nic.at Wed Dec 15 13:06:51 2004 From: lendl at nic.at (Otmar Lendl) Date: Wed, 15 Dec 2004 19:06:51 +0100 Subject: [rt-users] Sending Mail With Attachments In-Reply-To: <1103120562.41c048b2c84c3@webmail.mit.edu> References: <1103120562.41c048b2c84c3@webmail.mit.edu> Message-ID: <20041215180651.GA19300@nic.at> On 2004/12/15 15:12, Stephen Turner wrote: > > Hi, > > I'm trying to set up a scrip that will send mail with a piece of text stored as > an attachment, and I'm not getting anywhere. Could anyone give me a hint? > I'm using a scrip with the default "Notify Requestors" Action combined with a Template whose Content starts with RT-Attach-Message: yes Subject: .... /ol -- < Otmar Lendl (lendl at nic.at) | nic.at Systems Engineer > From vakumar at blackrock.com Wed Dec 15 12:49:34 2004 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Wed, 15 Dec 2004 12:49:34 -0500 Subject: [rt-users] Showing Dependent Tickets' fields in Search screen Message-ID: Hi, We would like to have RT show fields of dependent tickets in the search screen when the search shows any tickets that have dependents. Has anyone done any customization for something like this? Thanks! From ananth at prismmicrosys.com Wed Dec 15 13:22:24 2004 From: ananth at prismmicrosys.com (A N Ananth) Date: Wed, 15 Dec 2004 13:22:24 -0500 Subject: [rt-users] Error: Cound not find a ticket Message-ID: We've been using RT 3.2.1 for many months now. All of a sudden, when users reply to e-mail sent from RT with the subject line intact, they get back a message saying "Message not recorded. Could not find ticket with id #" where # is the automatically generated ticket number in RT These ticket numbers are valid and can be seen within RT itself. What could be wrong? Where could we look for clues? -- A N Ananth ananth at prismMicrosys.com Prism Microsystems, Inc Tel: 410.953.6776 x223 From ananth at prismmicrosys.com Wed Dec 15 13:28:27 2004 From: ananth at prismmicrosys.com (A N Ananth) Date: Wed, 15 Dec 2004 13:28:27 -0500 Subject: [rt-users] Error: Could not find a ticket Message-ID: We've been using RT 3.2.1 for many months now. All of a sudden, when users reply to e-mail sent from RT with the subject line intact, they get back a message saying "Message not recorded. Could not find ticket with id #" where # is the automatically generated ticket number in RT These ticket numbers are valid and can be seen within RT itself. What could be wrong? Where could we look for clues? -- A N Ananth ananth at prismMicrosys.com Prism Microsystems, Inc Tel: 410.953.6776 x223 From steve at n2sw.com Wed Dec 15 13:35:58 2004 From: steve at n2sw.com (steve) Date: Wed, 15 Dec 2004 13:35:58 -0500 Subject: [rt-users] ldap and logging Message-ID: <41C0840E.9080606@n2sw.com> hi all, i know that this was discussed more than once, and i read through all the docs i can find, and still am needing a bit of help here if you configured rt3 to authenticate purely via ldap , (in addition to the db users) can you please give me some pointers on how you got this accomplished, also i have the following defined in RT_SiteConfig.pm Set($LogToFileNamed , "/usr/local/rt3/var/log/rt.log"); # Log level Set($LogToFile , 'debug'); but get no error messages on that log file, am on freebsd 4.10 rt 3.0.11 apache1.3.33 mod perl, ssl etc.... thanx folks -------------- next part -------------- A non-text attachment was scrubbed... Name: steve.vcf Type: text/x-vcard Size: 774 bytes Desc: not available URL: From aharrison at gmail.com Wed Dec 15 15:09:51 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 15 Dec 2004 15:09:51 -0500 Subject: [rt-users] ldap and logging In-Reply-To: <41C0840E.9080606@n2sw.com> References: <41C0840E.9080606@n2sw.com> Message-ID: On Wed, 15 Dec 2004 13:35:58 -0500, steve wrote: > hi all, i know that this was discussed more than once, and i read > through all the docs i can find, and still am needing a bit of help here > > if you configured rt3 to authenticate purely via ldap , (in addition to > the db users) can you please give me some pointers on how you got this > accomplished, > > also i have the following defined in RT_SiteConfig.pm > Set($LogToFileNamed , "/usr/local/rt3/var/log/rt.log"); > # Log level > Set($LogToFile , 'debug'); > > but get no error messages on that log file, > > am on freebsd 4.10 rt 3.0.11 > apache1.3.33 mod perl, ssl etc.... Did you turn on external auth in your RT_SiteConfig.pm file? -- Andy Harrison From aharrison at gmail.com Wed Dec 15 15:19:12 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 15 Dec 2004 15:19:12 -0500 Subject: [rt-users] Showing Dependent Tickets' fields in Search screen In-Reply-To: References: Message-ID: On Wed, 15 Dec 2004 12:49:34 -0500, Kumar, Vasanth wrote: > Hi, > > We would like to have RT show fields of dependent tickets in the search > screen when the search shows any tickets that have dependents. Has > anyone done any customization for something like this? > It looks like /share/html/Search/Results.html supports a Format string. Look at /share/html/Elements/MyTickets for a usage example and look at the keys of the $COLUMN_MAP hashref in the file /share/html/Elements/RT__Ticket/ColumnMap for the different possible values that you can use. -- Andy Harrison From stevep at sga.org Wed Dec 15 15:25:35 2004 From: stevep at sga.org (Steve Palm) Date: Wed, 15 Dec 2004 14:25:35 -0600 Subject: [rt-users] Rights issue - seeing queues In-Reply-To: References: <020f01c4de0a$70f0b940$0600a8c0@poseiden> <41B880FC.1010107@acronis.com> Message-ID: <7A0C381C-4ED7-11D9-B00E-003065F3F5C0@sga.org> On Dec 15, 2004, at 10:53 AM, Steve Palm wrote: > On Dec 9, 2004, at 10:44 AM, Ruslan U. Zakirov wrote: >> Read http://wiki.bestpractical.com/?Rights >> You should grant ShowTicket to owner _role_. > > I have read all the documentation that I could find, and I have > "ShowQueue" set up for Everyone, and Unprivileged users at the QUEUE > level, but in the SelfService interface the users can not see any > "queue" listing at all, the only options they have on the left side is > "Open Tickets", "Closed Tickets", "New Ticket" and "Preferences". > > I'm surely missing something obvious, but no amount of reading the > doc/wiki pages has helped. Um, I guess I was... The users were added via the LDAP AutoLookup code and they were set as unprivileged, and I guess those users cannot see or do more. So, I made the privileged and appropriately scaled their permissions based on what we want them to do. As a side note, it's unfortunate that so many User Interface things are available to people who cannot perform those tasks... It would be ideal (from my perspective) that if a given write was not available to a user, that interface element was not available, but I think that causes too much work on the GUI side of things. Steve ----- Steve Palm --- stevep at sga.org Computer Systems Analyst/Programmer Slavic Gospel Association -- Loves Park, IL From anne at unidata.ucar.edu Wed Dec 15 15:28:43 2004 From: anne at unidata.ucar.edu (Anne Wilson) Date: Wed, 15 Dec 2004 13:28:43 -0700 Subject: [rt-users] (no subject) Message-ID: <41C09E7B.8080105@unidata.ucar.edu> -- *************************************************** Anne Wilson UCAR Unidata Program anne at unidata.ucar.edu P.O. Box 3000 Boulder, CO 80307 ---------------------------------------------------- Unidata WWW server http://my.unidata.ucar.edu/ **************************************************** From aharrison at gmail.com Wed Dec 15 15:35:27 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 15 Dec 2004 15:35:27 -0500 Subject: [rt-users] restrict priority range by requestor In-Reply-To: References: Message-ID: On Wed, 15 Dec 2004 11:04:35 -0600, Roedel, Mark wrote: > > I thought I remembered seeing something about this, but not finding > anything so far in the wiki or mailing list archives, so... > > One of the things on our would-be-nice-to-have list is the ability to > configure things so that particular users (or, even better, particular > groups) within a given queue only have the ability to specify a > particular range of values for a ticket's starting priority. (This > would allow us, for example, to restrict the initial priority value > available to users who consistently overestimate the urgency of their > requests, or to allow our VPs to insert themselves towards the top of > the list.) > > Has anybody already done the initial work for something like this? Any > pointers would be greatly appreciated. Shouldn't be too hard to scrip, but it wouldn't be very friendly to the user. You'd can probably use an OnPriorityChange scrip. Description: UserPriorityForJohnSmith Condition: OnPriorityChange Action: User-defined Action Prep: # John's range is 20-40 return undef if $self->Argument < 20 or $self->Argument > 40; return 1; Commit: my ($status, $msg) = $self->TicketObj->SetInitialPriority( $self->Argument ); return 1; Or you could make some sort of assumption... if he enters a value less than 20, then use 20, if he enters a value greater than 40, use 40. -- Andy Harrison From steve at n2sw.com Wed Dec 15 15:56:54 2004 From: steve at n2sw.com (steve) Date: Wed, 15 Dec 2004 15:56:54 -0500 Subject: [rt-users] ldap and logging In-Reply-To: References: <41C0840E.9080606@n2sw.com> Message-ID: <41C0A516.9020805@n2sw.com> here is my RT_SiteConfig.pm file # # WARNING: NEVER EDIT RT_Config.pm. Instead, copy any sections you want to change to RT_SiteConfig.pm # and edit them there. # package RT; =head1 NAME RT::Config =for testing use RT::Config; =cut $LDAPExternalAuth = 1; $LdapServer="ldap.something.com"; $LdapUser="cn=admin,o=something"; $LdapPass="another"; $LdapBase="o=doom.com"; $LdapUidAttr="uid"; $LdapFilter="(objectclass=*)"; $LdapTLS = 0; $LdapGroup ="cn=RT,ou=Group,dc=example,dc=com"; $LdapGroupAttribute = 'uniqueMember'; # {{{ Base Configuration # $rtname the string that RT will look for in mail messages to # figure out what ticket a new piece of mail belongs to # Your domain name is recommended, so as not to pollute the namespace. # once you start using a given tag, you should probably never change it. # (otherwise, mail for existing tickets won't get put in the right place Set($rtname , "rt.noc.tbwachiat.com"); # You should set this to your organization's DNS domain. For example, # fsck.com or asylum.arkham.ma.us. It's used by the linking interface to # guarantee that ticket URIs are unique and easy to construct. Set($Organization , "tbwachiat.com"); # $user_passwd_min defines the minimum length for user passwords. Setting # it to 0 disables this check Set($MinimumPasswordLength , "5"); # $Timezone is used to convert times entered by users into GMT and back again # It should be set to a timezone recognized by your local unix box. Set($Timezone , 'US/Eastern'); # }}} # }}} # {{{ Database Configuration # Database driver beeing used. Case matters # Valid types are "mysql", "Oracle" and "Pg" Set($DatabaseType , 'mysql'); # The domain name of your database server # If you're running mysql and it's on localhost, # leave it blank for enhanced performance Set($DatabaseHost , ''); Set($DatabaseRTHost , ''); # The port that your database server is running on. Ignored unless it's # a positive integer. It's usually safe to leave this blank Set($DatabasePort , ''); #The name of the database user (inside the database) Set($DatabaseUser , 'root'); # Password the DatabaseUser should use to access the database Set($DatabasePassword , ''); # The name of the RT's database on your database server Set($DatabaseName , 'rt3'); # If you're using Postgres and have compiled in SSL support, # set DatabaseRequireSSL to 1 to turn on SSL communication Set($DatabaseRequireSSL , undef); # }}} # {{{ Incoming mail gateway configuration # OwnerEmail is the address of a human who manages RT. RT will send # errors generated by the mail gateway to this address. This address # should _not_ be an address that's managed by your RT instance. Set($OwnerEmail , 'root'); # If $LoopsToRTOwner is defined, RT will send mail that it believes # might be a loop to $RT::OwnerEmail Set($LoopsToRTOwner , 1); # If $StoreLoopss is defined, RT will record messages that it believes # to be part of mail loops. # As it does this, it will try to be careful not to send mail to the # sender of these messages Set($StoreLoops , undef); # $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored # in the database. # For mysql and oracle, we set this size at 10 megabytes. # If you're running a postgres version earlier than 7.1, you will need # to drop this to 8192. (8k) Set($MaxAttachmentSize , 10000000); # $TruncateLongAttachments: if this is set to a non-undef value, # RT will truncate attachments longer than MaxAttachmentLength. Set($TruncateLongAttachments , undef); # $DropLongAttachments: if this is set to a non-undef value, # RT will silently drop attachments longer than MaxAttachmentLength. Set($DropLongAttachments , undef); # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "RTAddressRegexp" below, you will get yourself into a heap of trouble. Set($ParseNewMessageForTicketCcs , undef); # RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC if # the setting above is enabled. Set($RTAddressRegexp , '^steve.rieger\@something.com$'); # RT provides functionality which allows the system to rewrite # incoming email addresses. In its simplest form, # you can substitute the value in CanonicalizeEmailAddressReplace # for the value in CanonicalizeEmailAddressMatch # (These values are passed to the CanonicalizeEmailAddress subroutine in RT/User.pm) # By default, that routine performs a s/$Match/$Replace/gi on any address passed to it Set($CanonicalizeEmailAddressMatch , 'subdomain.example.com$'); Set($CanonicalizeEmailAddressReplace , 'example.com'); # If $SenderMustExistInExternalDatabase is true, RT will refuse to # create non-privileged accounts for unknown users if you are using # the "LookupSenderInExternalDatabase" option. # Instead, an error message will be mailed and RT will forward the # message to $RTOwner. # # If you are not using $LookupSenderInExternalDatabase, this option # has no effect. # # If you define an AutoRejectRequest template, RT will use this # template for the rejection message. Set($SenderMustExistInExternalDatabase , undef); # }}} # {{{ Outgoing mail configuration # RT is designed such that any mail which already has a ticket-id associated # with it will get to the right place automatically. # $CorrespondAddress and $CommentAddress are the default addresses # that will be listed in From: and Reply-To: headers of correspondence # and comment mail tracked by RT, unless overridden by a queue-specific # address. Set($CorrespondAddress , 'tickets at something.com'); Set($CommentAddress , 'helpdesk-ny at something.com'); #Sendmail Configuration # $MailCommand defines which method RT will use to try to send mail # We know that 'sendmailpipe' works fairly well. # If 'sendmailpipe' doesn't work well for you, try 'sendmail' # # Note that you should remove the '-t' from $SendmailArguments # if you use 'sendmail rather than 'sendmailpipe' Set($MailCommand , 'sendmailpipe'); # $SendmailArguments defines what flags to pass to $Sendmail # assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand above. # If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments # These options are good for most sendmail wrappers and workalikes Set($SendmailArguments , "-oi -t"); # These arguments are good for sendmail brand sendmail 8 and newer #Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m"); # If you selected 'sendmailpipe' above, you MUST specify the path # to your sendmail binary in $SendmailPath. # !! If you did not # select 'sendmailpipe' above, this has no effect!! Set($SendmailPath , "/usr/sbin/sendmail"); # By default, RT sets the outgoing mail's "From:" header to # "SenderName via RT". Setting this option to 0 disables it. Set($UseFriendlyFromLine , 1); # sprintf() format of the friendly 'From:' header; its arguments # are SenderName and SenderEmailAddress. Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); # RT can optionally set a "Friendly" 'To:' header when sending messages to # Ccs or AdminCcs (rather than having a blank 'To:' header. # This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL # If you are using sendmail, rather than postfix, qmail, exim or some other MTA, # you _must_ disable this option. Set($UseFriendlyToLine , 0); # sprintf() format of the friendly 'From:' header; its arguments # are WatcherType and TicketId. Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); # By default RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 1); # }}} # {{{ Logging # Logging. The default is to log anything except debugging # information to syslog. Check the Log::Dispatch POD for # information about how to get things by syslog, mail or anything # else, get debugging info in the log, etc. # It might generally make # sense to send error and higher by email to some administrator. # If you do this, be careful that this email isn't sent to this RT instance. # the minimum level error that will be logged to the specific device. # levels from lowest to highest: # debug info notice warning error critical alert emergency # Mail loops will generate a critical log message. #Set($LogToSyslog , 'debug'); #Set($LogToScreen , 'info'); Set($LogToFile , 'info'); Set($LogDir, '/usr/local/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log # On Solaris, set to ( socket => 'inet' ). Options here override any # other options RT passes to Log::Dispatch::Syslog. Other interesting # flags include facility and logopt. (See the Log::Dispatch::Syslog # documentation for more information.) (Maybe ident too, if you have # multiple RT installations.) #socket => 'inet' @LogToSyslogConf = () unless (@LogToSyslogConf); # }}} # {{{ Web interface configuration # Define the directory name to be used for images in rt web # documents. # If you're putting the web ui somewhere other than at the root of # your server # $WebPath requires a leading / but no trailing / Set($WebPath , ""); # This is the Scheme, server and port for constructing urls to webrt # $WebBaseURL doesn't need a trailing / Set($WebBaseURL , "http://rt.something.com"); Set($WebURL , $WebBaseURL . $WebPath . "/"); # $WebImagesURL points to the base URL where RT can find its images. Set($WebImagesURL , $WebURL . "NoAuth/images/"); # $RTLogoURL points to the URL of the RT logo displayed in the web UI Set($LogoURL , $WebImagesURL . "rt.jpg"); # For message boxes, set the entry box width and what type of wrapping # to use. # # Default width: 72 Set($MessageBoxWidth , 72); # Default wrapping: "HARD" (choices "SOFT", "HARD") Set($MessageBoxWrap, "HARD"); # if TrustHTMLAttachments is not defined, we will display them # as text. This prevents malicious HTML and javascript from being # sent in a request (although there is probably more to it than that) Set($TrustHTMLAttachments , undef); # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. Set($WebExternalAuth , undef); # If $WebFallbackToInternalAuth is undefined, the user is allowed a chance # of fallback to the login screen, even if REMOTE_USER failed. Set($WebFallbackToInternalAuth , undef); # $WebExternalGecos means to match 'gecos' field as the user identity); # useful with mod_auth_pwcheck and IIS Integrated Windows logon. Set($WebExternalGecos , undef); # $WebExternalAuto will create users under the same name as REMOTE_USER # upon login, if it's missing in the Users table. Set($WebExternalAuto , undef); # $WebSessionClass is the class you wish to use for managing Sessions. # It defaults to use your SQL database, but if you are using MySQL 3.x and # plans to use non-ascii Queue names, uncomment and add this line to # RT_SiteConfig.pm will prevent session corruption. # Set($WebSessionClass , 'Apache::Session::File'); # $MaxInlineBody is the maximum attachment size that we want to see # inline when viewing a transaction. 13456 is a random sane-sounding # default. Set($MaxInlineBody, 13456); # $MyTicketsLength is the length of the owned tickets table on the # front page. For some people, the default of 10 isn't big enough # to get a feel for how much work needs to be done before you get # some time off. Set($MyTicketsLength, 10); # $MyRequestsLength is the length of the requested tickets table # on the front page. Set($MyRequestsLength, 10); # @MasonParameters is the list of parameters for the constructor of # HTML::Mason's Apache or CGI Handler. This is normally only useful # for debugging, eg. profiling individual components with # (preamble => 'my $p = MasonX::Profiler->new($m, $r);'); @MasonParameters = () unless (@MasonParameters); # }}} # {{{ RT UTF-8 Settings # An array that contains languages supported by RT's internationalization # interface. Defaults to all *.po lexicons; set it to qw(en ja) will make # RT bilingual instead of multilingual, but will save same memory. @LexiconLanguages = qw(*) unless (@LexiconLanguages); # An array that contains default encodings used to guess which charset # an attachment uses if not specified. Must be recognized by # Encode::Guess. @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); # The charset for localized email. Must be recognized by Encode. Set($EmailOutputEncoding , 'utf-8'); # }}} # {{{ RT Date Handling Options (for Time::ParseDate) # Set this to 1 if your local date convention looks like "dd/mm/yy" # instead of "mm/dd/yy". Set($DateDayBeforeMonth , 1); # Should "Tuesday" default to meaning "Next Tuesday" or "Last Tuesday"? # Set to 0 for "Next" or 1 for "Last". Set($AmbiguousDayInPast , 1); # }}} 1; Andy Harrison wrote: >On Wed, 15 Dec 2004 13:35:58 -0500, steve wrote: > > >>hi all, i know that this was discussed more than once, and i read >>through all the docs i can find, and still am needing a bit of help here >> >>if you configured rt3 to authenticate purely via ldap , (in addition to >>the db users) can you please give me some pointers on how you got this >>accomplished, >> >>also i have the following defined in RT_SiteConfig.pm >>Set($LogToFileNamed , "/usr/local/rt3/var/log/rt.log"); >># Log level >>Set($LogToFile , 'debug'); >> >>but get no error messages on that log file, >> >>am on freebsd 4.10 rt 3.0.11 >>apache1.3.33 mod perl, ssl etc.... >> >> > > > >Did you turn on external auth in your RT_SiteConfig.pm file? > > > -------------- next part -------------- A non-text attachment was scrubbed... Name: steve.vcf Type: text/x-vcard Size: 774 bytes Desc: not available URL: From aharrison at gmail.com Wed Dec 15 16:04:05 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 15 Dec 2004 16:04:05 -0500 Subject: [rt-users] ldap and logging In-Reply-To: <41C0A516.9020805@n2sw.com> References: <41C0840E.9080606@n2sw.com> <41C0A516.9020805@n2sw.com> Message-ID: > # If $WebExternalAuth is defined, RT will defer to the environment's > # REMOTE_USER variable. > > Set($WebExternalAuth , undef); You need to enable this... -- Andy Harrison From sturner at MIT.EDU Wed Dec 15 16:07:22 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 15 Dec 2004 16:07:22 -0500 Subject: [rt-users] Sending Mail With Attachments In-Reply-To: <20041215180651.GA19300@nic.at> References: <1103120562.41c048b2c84c3@webmail.mit.edu> <20041215180651.GA19300@nic.at> Message-ID: <1103144842.41c0a78a9467f@webmail.mit.edu> Quoting Otmar Lendl : > On 2004/12/15 15:12, Stephen Turner wrote: > > > > Hi, > > > > I'm trying to set up a scrip that will send mail with a piece of text > stored as > > an attachment, and I'm not getting anywhere. Could anyone give me a hint? > > > > I'm using a scrip with the default "Notify Requestors" Action combined > with a Template whose Content starts with > > RT-Attach-Message: yes > Subject: .... > I guess I need more than a hint :) What I'm trying to do is to have the queue-change action send mail to the requestor - the mail needs to have some text (from a ticket CF) included as an attachment. Just adding "RT-Attach-Message: yes" at the top of the template doesn't work for me - the queue-change transaction has no attachments, so no attachments are added to the mail message (per Send_Email.pm). I forced my template to create an attachment for the transaction to work around the above problem, put this also didn't work because the Mime type is plain/text and there's code in Send_Email.pm to prevent the attachment for this mime type (I don't know why). To solve that I created an attachment of type text/html - this finally had the effect of adding an attachment to the mail message. But I'm left feeling that it's an ugly solution and there must be a more elegant way. Plus I would really like to send a text/plain attachment and am not sure why that is prevented by the API. If anyone can shed any light I'd be very grateful. Thanks, Steve From rt at chaka.net Wed Dec 15 15:33:35 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 15 Dec 2004 15:33:35 -0500 Subject: [rt-users] ldap and logging In-Reply-To: References: <41C0840E.9080606@n2sw.com> <41C0A516.9020805@n2sw.com> Message-ID: <20041215203335.GG11055@chaka.net> No, I don't think you do. If RT is authenticating against LDAP then you are _not_ using $WebExternalAuth. -Todd On Wed, Dec 15, 2004 at 04:04:05PM -0500, Andy Harrison wrote: > > # If $WebExternalAuth is defined, RT will defer to the environment's > > # REMOTE_USER variable. > > > > Set($WebExternalAuth , undef); > > You need to enable this... > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From age at trackwell.com Wed Dec 15 16:15:50 2004 From: age at trackwell.com (Arnar Gestsson) Date: Wed, 15 Dec 2004 21:15:50 +0000 Subject: [rt-users] RT3 on Fedora Core 3 Message-ID: <1103145350.3650.20.camel@localhost.localdomain> Hi, does anyone use RT3 on FC3, Apache2.0.52, mod_perl1.99 and Oracle. I'm having difficulty with Icelandic special chars. These characters seem to be lost or cause problems when submitted to RT. In my logs I get Malformed UTF-8 character (overflow at 0xe087ffff, byte 0xbf, after start byte 0xbf) in substitution (s///) But have been unable to figure out why this happens. I'm actually running the system with the env LANG=POSIX but have tryied en_US.iso-8859-1, en_US.UTF8 and various other LANGs BR. Arnar Arnar Gestsson Trackwell -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Wed Dec 15 16:34:23 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 15 Dec 2004 16:34:23 -0500 Subject: [rt-users] Removing content from client messages In-Reply-To: References: Message-ID: <1666D596-4EE1-11D9-B90A-000A9578CFCC@khera.org> On Dec 15, 2004, at 7:06 AM, Carl, Roger wrote: > We would like to be able to clean up what is in a ticket too.? I > understand that allowing someone to pull up a section of the comments > would probably be technically difficult and would raise security > questions.? It would also make the RT 'master' copy different than > what has been I could use it for those times when our ever-so-smart customers email us large attachments for no reason. I'd like to purge the attachment frp, the DB after extracting it, but leave a record that it was once there. Just a wish-list item that I'm throwing out there... From mrz at intelenet.net Wed Dec 15 16:30:02 2004 From: mrz at intelenet.net (matthew zeier) Date: Wed, 15 Dec 2004 13:30:02 -0800 Subject: [rt-users] round-robin auto assignment? Message-ID: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> Would like to auto assign incoming "sales" tickets amongst users in the "sales" group. I imagine that's possible with an On-Create but I'm not sure what that code would look like. Has anyone already invented this wheel? From mrz at intelenet.net Wed Dec 15 17:53:46 2004 From: mrz at intelenet.net (matthew zeier) Date: Wed, 15 Dec 2004 14:53:46 -0800 Subject: [rt-users] broken wiki? Message-ID: <01d601c4e2f8$ef3d1120$88180a0a@MRZTP> http://wiki.bestpractical.com/index.cgi?WriteCustomAction comes up in mostly non-English text. A wget of that page shows anything but useful text. wiki broken? -- matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From rt at chaka.net Wed Dec 15 17:17:54 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 15 Dec 2004 17:17:54 -0500 Subject: [rt-users] round-robin auto assignment? In-Reply-To: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> Message-ID: <20041215221754.GH11055@chaka.net> The scrip needs to figure out the last ticket created in the queue, figure out who it was assigned to, and then assign to the next person in a list that is also stored in the scrip. Here is a start but there may be subtle bugs: my @owners = qw( george sam bill fred ); #could create a group for this push(@owners, @owners); my $tickets = RT::Tickets->new($RT::System); $tickets->LimitQueue(VALUE => 'my queue'); $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner->Name; my $i = 0; my $new_owner; while (1) { if ($owners[$i] eq $last_owner) { $new_owner = $owners[$i+1]; $Ticket->SetOwner($new_owner); last; } } On Wed, Dec 15, 2004 at 01:30:02PM -0800, matthew zeier wrote: > > Would like to auto assign incoming "sales" tickets amongst users in the > "sales" group. I imagine that's possible with an On-Create but I'm not > sure what that code would look like. > > Has anyone already invented this wheel? > > _______________________________________________ > 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 Wed Dec 15 18:35:08 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 15 Dec 2004 18:35:08 -0500 Subject: [rt-users] broken wiki? In-Reply-To: <01d601c4e2f8$ef3d1120$88180a0a@MRZTP> References: <01d601c4e2f8$ef3d1120$88180a0a@MRZTP> Message-ID: <20041215233507.GJ22556@bestpractical.com> On Wed, Dec 15, 2004 at 02:53:46PM -0800, matthew zeier wrote: > http://wiki.bestpractical.com/index.cgi?WriteCustomAction comes up in > mostly non-English text. A wget of that page shows anything but useful > text. wiki broken? Don'tcha just love the wiki spammers? In this case, they pasted in enough utf8 text to cause kwiki to choke when displaying the page. I manually corrected this one. Often starting at http://wiki.bestpractical.com/index.cgi?action=revisions&page_id=WriteCustomAction&revision_id=-1 (for whatever page has been abused) will get you the last good edit, which you can then restore. Jesse > -- > matthew zeier, Sr. Network Engineer | "Nothing in life is to be feared. > InteleNet Communications, Inc. | It is only to be understood." > (949) 784-7904 | - Marie Curie > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From mrz at intelenet.net Wed Dec 15 18:44:50 2004 From: mrz at intelenet.net (matthew zeier) Date: Wed, 15 Dec 2004 15:44:50 -0800 Subject: [rt-users] round-robin auto assignment? References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> Message-ID: <021501c4e300$11b81b80$88180a0a@MRZTP> Condition: On Create Action: User Defined Template: blank Stage: TransactionCreate I pasted what you had into "Custom action prep code" . Its a scrip just for a particular queue. I'm seeing the following error: [Wed Dec 15 23:35:51 2004] [error]: Scrip 57 Prepare failed: Global symbol "$Ticket" requires explicit package name at (eval 2222) line 6. Global symbol "$Ticket" requires explicit package name at (eval 2222) line 17. (/opt/rt3/lib/RT/Action/UserDefined.pm:65) What's the right way to reference $Ticket? my @owners = qw( mrz jstein vzwick ); #could create a group for this push(@owners, @owners); my $tickets = RT::Tickets->new($RT::System); $tickets->LimitQueue(VALUE => 'my queue'); $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner->Name; my $i = 0; my $new_owner; while (1) { if ($owners[$i] eq $last_owner) { $new_owner = $owners[$i+1]; $Ticket->SetOwner($new_owner); last; } } From vakumar at blackrock.com Wed Dec 15 19:16:05 2004 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Wed, 15 Dec 2004 19:16:05 -0500 Subject: [rt-users] Inefficient query generation? (RT 3.2.2) Message-ID: Hi, I was trying out a seemingly simple query - I just wanted to view a ticket and all tickets that depend on it. So I created a query in RT (3.2.2): DependentOn = '813' OR id = '813' However, this hung the DB (MySQL 4.0.15) with the SQL query: (apparently never returns - I have to kill the select process) SELECT COUNT(DISTINCT main.id) FROM Tickets main , Links Links_1 WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ( ( (Links_1.Type = 'DependsOn') AND(Links_1.LocalBase = '813') AND(main.id = Links_1.LocalTarget) ) OR(main.id = '813')) The OR appears to cause a full table scan through the cross-product of both databases. In my database, the Ticket has about 15,000 rows and Links has about 25000 rows. I tried creating numerous indices on Links but to no avail. Is there a set up indices that I can create that can speed up this query? Does RT create more intelligent SQL in future versions? Thanks! From jesse at bestpractical.com Wed Dec 15 19:29:37 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 15 Dec 2004 19:29:37 -0500 Subject: [rt-users] Inefficient query generation? (RT 3.2.2) In-Reply-To: References: Message-ID: <20041216002937.GL22556@bestpractical.com> On Wed, Dec 15, 2004 at 07:16:05PM -0500, Kumar, Vasanth wrote: > Hi, > > I was trying out a seemingly simple query - I just wanted to view a > ticket and all tickets that depend on it. So I created a query in RT > (3.2.2): > > DependentOn = '813' OR id = '813' > Give 3.2.3rc1 a shot? Also be sure you're using the latest searchbuilder. I know we've done a bunch of work on optimizing a bunch of the joins recently. From benji.wakely at gmail.com Wed Dec 15 19:50:17 2004 From: benji.wakely at gmail.com (Benji Wakely) Date: Thu, 16 Dec 2004 11:50:17 +1100 Subject: [rt-users] Spam users Message-ID: <693b14604121516507ab6d94e@mail.gmail.com> Hi all. I wanted to check that this would be basically sound practice... We have a small use RT system, and it's getting a lot of spam, and we'd like manual control over the users that can view the tickets inside the system for other reasons anyway. I could set up spamassassin/spambayes, but I thought to kill two birds with one stone, and only allow pre-approved users access and create-ticket rights. Would the simplest way to do this be to deny 'everyone' all rights, make one or more groups that have the basic rights (create ticket, seequeue etc), and assign users that we want in the system to the new groups? Will this stop 'spam' and other unauthorised users creating accounts on the system automatically when they try (and fail) to create a ticket? http://wiki.bestpractical.com/index.cgi?ManualAdministration mentions that whenever anyone mails RT, it creates an account for them. Basically, what I'm after is the ability to either stop that happening, make it reliant on my approval, or a reason why this isn't a good approach. Apologies for the basic nature of the question. I could not find the right answers on the wiki or in the mailing list archives. Must be a braino day. --Benji From ian at remstar-computing.co.uk Wed Dec 15 20:06:34 2004 From: ian at remstar-computing.co.uk (Ian Daniel) Date: Thu, 16 Dec 2004 01:06:34 +0000 Subject: [rt-users] Date/Time Display Message-ID: Hi, I'm currently looking at implementing RT on a Solaris system and have a question. We have multiple sites and it'd be nice to have ticket date/time information localised. So for example the Timezone on the server is set to GB, but if a support person in Boston views the ticket he sees the date and time the ticket was raised adjusted for his Timezone. Is this possible? It's possible in some commercial products (Remedy does it) but I think you'd need to associate a Timezone with each user account somehow and RT doesn't seem to do that. Remedy uses environment variables and its web client's actually Java based. If it is possible in RT could someone let me know where to look to get more information. Thanks, --Ian From bobg at uic.edu Wed Dec 15 21:26:44 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 15 Dec 2004 20:26:44 -0600 Subject: [rt-users] Spam users In-Reply-To: Your message of "Thu, 16 Dec 2004 11:50:17 +1100." <693b14604121516507ab6d94e@mail.gmail.com> Message-ID: <200412160226.iBG2QiZa005507@shark.cc.uic.edu> > >Would the simplest way to do this be to deny 'everyone' all rights, >make one or more groups that have the basic rights (create ticket, >seequeue etc), and assign users that we want in the system to the new >groups? Sure won't work here. We can't maintain an up-to-date list of who's allowed to ask us questions. We have 40,000 clients, and since many use off-campus email addresses, I have to all 'everyone' to create tickets. We've set up procmail ahead of RT. Instead of piping the note into mailgate, we pipe it into procmail, and then pipe the result into mailgate. When we run procmail, we have a generic .procmailrc, and we put the queue name (and RT instance name, since we run multiple instances) in the environment. That enables the procmailrc to 'include' some other proccmailrc's on a queue-specific basis, if we want to have special rules for a given queue. I wouldn't call it simple, but the upshot is that procmail calls spamc, and drops anything that spamassassin labels spam. It then can enforce other requirements (against attachements or maybe certain email addresses) and can bounce messages where it's not spam, but there is somthing else wrong that we want fixed before it even gets to RT. The flexibility is good, and SA is good enough to cut out almost all the spam. If you _can_ limit your clients to a fixed list of pre-created RT accounts, that would work, too. bobg > >Will this stop 'spam' and other unauthorised users creating accounts >on the system automatically when they try (and fail) to create a >ticket? > >http://wiki.bestpractical.com/index.cgi?ManualAdministration >mentions that whenever anyone mails RT, it creates an account for them. >Basically, what I'm after is the ability to either stop that happening, >make it reliant on my approval, >or a reason why this isn't a good approach. > >Apologies for the basic nature of the question. I could not find the >right answers on the wiki or in the mailing list archives. Must be a >braino day. > >--Benji >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > From benji.wakely at gmail.com Wed Dec 15 22:09:41 2004 From: benji.wakely at gmail.com (Benji Wakely) Date: Thu, 16 Dec 2004 14:09:41 +1100 Subject: [rt-users] Spam users In-Reply-To: <200412160226.iBG2QiZa005507@shark.cc.uic.edu> References: <693b14604121516507ab6d94e@mail.gmail.com> <200412160226.iBG2QiZa005507@shark.cc.uic.edu> Message-ID: <693b1460412151909ec85895@mail.gmail.com> > We've set up procmail ahead of RT. Instead of piping the > note into mailgate, we pipe it into procmail, and then pipe > the result into mailgate. When we run procmail, we have a > generic .procmailrc, and we put the queue name (and RT instance > name, since we run multiple instances) in the environment. > That enables the procmailrc to 'include' some other > proccmailrc's on a queue-specific basis, if we want to > have special rules for a given queue. ...I _could_ just have it run a simple filter for 'authorised email addresses' and only ever pass those on to RT, but I wanted to hear what others would say about just doing it from inside RT... :) ...If I can, it seems less kludgy, easier to maintain by my non-unixy workmates. --Benji From jesse at bestpractical.com Wed Dec 15 23:38:31 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 15 Dec 2004 23:38:31 -0500 Subject: [rt-users] Date/Time Display In-Reply-To: References: Message-ID: <20041216043831.GN22556@bestpractical.com> On Thu, Dec 16, 2004 at 01:06:34AM +0000, Ian Daniel wrote: > Hi, > > I'm currently looking at implementing RT on a Solaris system and > have a question. We have multiple sites and it'd be nice to have ticket > date/time information localised. So for example the Timezone on the > server is set to GB, but if a support person in Boston views the ticket > he sees the date and time the ticket was raised adjusted for his > Timezone. Is this possible? It's possible in some commercial products > (Remedy does it) but I think you'd need to associate a Timezone with > each user account somehow and RT doesn't seem to do that. Remedy uses > environment variables and its web client's actually Java based. Right. To do this, we'd need a per-user timezone setting. It's not a lot of code, but not something that anyone's contributed code for or had us do for them. Best, Jesse From mrz at intelenet.net Wed Dec 15 23:44:54 2004 From: mrz at intelenet.net (matthew zeier) Date: Wed, 15 Dec 2004 20:44:54 -0800 Subject: [rt-users] round-robin auto assignment? In-Reply-To: <021501c4e300$11b81b80$88180a0a@MRZTP> References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <021501c4e300$11b81b80$88180a0a@MRZTP> Message-ID: <3AF18253-4F1D-11D9-A53A-000393922004@intelenet.net> I forgot to change 'my queue' to something more meaningful. However, I don't think this scrip is even being called. Here's my log output: [Thu Dec 16 04:37:35 2004] [debug]: About to think about scrips for transaction147917 (/opt/rt3/lib/RT/Transaction_Overlay.pm:140) [Thu Dec 16 04:37:35 2004] [debug]: About to prepare scrips for transaction147917 (/opt/rt3/lib/RT/Transaction_Overlay.pm:144) [Thu Dec 16 04:37:35 2004] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:349) [Thu Dec 16 04:37:35 2004] [debug]: Converting 'utf-8' to 'us-ascii' for text/plain - [intelenet.net #26582] t2 (/opt/rt3/lib/RT/I18N.pm:222) [Thu Dec 16 04:37:35 2004] [debug]: Converting 'utf-8' to 'us-ascii' for text/plain - [intelenet.net #26582] t2 (/opt/rt3/lib/RT/I18N.pm:222) [Thu Dec 16 04:37:36 2004] [debug]: About to commit scrips for transaction147917 (/opt/rt3/lib/RT/Transaction_Overlay.pm:153) [Thu Dec 16 04:37:36 2004] [info]: #26582/147917 - Scrip 3 Create - Notify AdminCcs (/opt/rt3/lib/RT/Action/SendEmail.pm:231) [Thu Dec 16 04:37:36 2004] [info]: sent To: "AdminCc of InteleNet Ticket #26582":; Cc: Bcc: van at t (/opt/rt3/lib/RT/Action/SendEmail.pm:291) [Thu Dec 16 04:37:36 2004] [info]: #26582/147917 - Scrip 14 On Transaction, Nofity Owner (/opt/rt3/lib/RT/Action/SendEmail.pm:231) [Thu Dec 16 04:37:36 2004] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Dec 16 04:37:36 2004] [info]: Ticket 26582 created in queue 'ICI Internal' by mrz (/opt/rt3/lib/RT/Ticket_Overlay.pm:718) On Dec 15, 2004, at 3:44 PM, matthew zeier wrote: > > Condition: On Create > Action: User Defined > Template: blank > Stage: TransactionCreate > > I pasted what you had into "Custom action prep code" . Its a scrip > just for a particular queue. I'm seeing the following error: > > > [Wed Dec 15 23:35:51 2004] [error]: Scrip 57 Prepare failed: Global > symbol "$Ticket" requires explicit package name at (eval 2222) line 6. > Global symbol "$Ticket" requires explicit package name at (eval 2222) > line 17. > (/opt/rt3/lib/RT/Action/UserDefined.pm:65) > > What's the right way to reference $Ticket? > > my @owners = qw( mrz jstein vzwick ); #could create a group for this > push(@owners, @owners); > > my $tickets = RT::Tickets->new($RT::System); > $tickets->LimitQueue(VALUE => 'my queue'); > $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); > $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); > my $last_ticket = $tickets->First; > my $last_owner = $last_ticket->Owner->Name; > > my $i = 0; > my $new_owner; > > while (1) { > if ($owners[$i] eq $last_owner) { > $new_owner = $owners[$i+1]; > $Ticket->SetOwner($new_owner); > last; > } > } > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- matthew zeier - "Nothing in life is to be feared. It is only to be understood." - Marie Curie From rickm at 3d3.com Thu Dec 16 00:21:39 2004 From: rickm at 3d3.com (Rick Measham) Date: Thu, 16 Dec 2004 16:21:39 +1100 Subject: [rt-users] Date/Time Display In-Reply-To: <20041216043831.GN22556@bestpractical.com> References: <20041216043831.GN22556@bestpractical.com> Message-ID: <1103174499.12364.2.camel@rickm.local> I'm one of the DateTime coders (http://datetime.perl.org) and would be happy to write and contribute this functionality. Note that it will be written using the DateTime libraries as these give the only accurate time zone information available. Ian: Do you need it before Christmas? Or can I get it to you by new-year? Cheers! Rick On Thu, 2004-12-16 at 15:38, Jesse Vincent wrote: > > On Thu, Dec 16, 2004 at 01:06:34AM +0000, Ian Daniel wrote: > > Hi, > > > > I'm currently looking at implementing RT on a Solaris system and > > have a question. We have multiple sites and it'd be nice to have ticket > > date/time information localised. So for example the Timezone on the > > server is set to GB, but if a support person in Boston views the ticket > > he sees the date and time the ticket was raised adjusted for his > > Timezone. Is this possible? It's possible in some commercial products > > (Remedy does it) but I think you'd need to associate a Timezone with > > each user account somehow and RT doesn't seem to do that. Remedy uses > > environment variables and its web client's actually Java based. > > > Right. To do this, we'd need a per-user timezone setting. It's not a lot > of code, but not something that anyone's contributed code for or had us > do for them. > > Best, > Jesse > _______________________________________________ > 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 -------------- 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 ian at remstar-computing.co.uk Thu Dec 16 06:20:11 2004 From: ian at remstar-computing.co.uk (Ian Daniel) Date: Thu, 16 Dec 2004 11:20:11 +0000 Subject: [rt-users] Date/Time Display In-Reply-To: <1103174499.12364.2.camel@rickm.local> References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> Message-ID: <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Hi Rick , Thanks very much for the offer, I could use it now but I'll be more than happy to wait until you have time to fit it in after Christmas. Regards, --Ian On 16 Dec 2004, at 05:21, Rick Measham wrote: > I'm one of the DateTime coders (http://datetime.perl.org) and would be > happy to write and contribute this functionality. Note that it will be > written using the DateTime libraries as these give the only accurate > time zone information available. > > Ian: Do you need it before Christmas? Or can I get it to you by > new-year? > > Cheers! > Rick > > On Thu, 2004-12-16 at 15:38, Jesse Vincent wrote: >> >> On Thu, Dec 16, 2004 at 01:06:34AM +0000, Ian Daniel wrote: >>> Hi, >>> >>> I'm currently looking at implementing RT on a Solaris system and >>> have a question. We have multiple sites and it'd be nice to have >>> ticket >>> date/time information localised. So for example the Timezone on the >>> server is set to GB, but if a support person in Boston views the >>> ticket >>> he sees the date and time the ticket was raised adjusted for his >>> Timezone. Is this possible? It's possible in some commercial products >>> (Remedy does it) but I think you'd need to associate a Timezone with >>> each user account somehow and RT doesn't seem to do that. Remedy uses >>> environment variables and its web client's actually Java based. >> >> >> Right. To do this, we'd need a per-user timezone setting. It's not a >> lot >> of code, but not something that anyone's contributed code for or had >> us >> do for them. >> >> Best, >> Jesse >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Dec 16 06:53:04 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 16 Dec 2004 14:53:04 +0300 Subject: [rt-users] Rights issue - seeing queues In-Reply-To: References: <020f01c4de0a$70f0b940$0600a8c0@poseiden> <41B880FC.1010107@acronis.com> Message-ID: <41C17720.6020709@acronis.com> Steve Palm wrote: > > On Dec 9, 2004, at 10:44 AM, Ruslan U. Zakirov wrote: > >> Read http://wiki.bestpractical.com/?Rights >> You should grant ShowTicket to owner _role_. > > > I have read all the documentation that I could find, and I have > "ShowQueue" set up for Everyone, and Unprivileged users at the QUEUE > level, but in the SelfService interface the users can not see any > "queue" listing at all, the only options they have on the left side is > "Open Tickets", "Closed Tickets", "New Ticket" and "Preferences". Click on "New ticket" and you'll see queues. > > I'm surely missing something obvious, but no amount of reading the > doc/wiki pages has helped. > > Steve > > ----- > Steve Palm --- stevep at sga.org > Computer Systems Analyst/Programmer > Slavic Gospel Association -- Loves Park, IL > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Thu Dec 16 07:01:15 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 16 Dec 2004 15:01:15 +0300 Subject: [rt-users] FreezeThaw error in RT3 In-Reply-To: <41C0769B.8070007@sun.com> References: <41C0769B.8070007@sun.com> Message-ID: <41C1790B.7020709@acronis.com> It's minor bug happens when you try to search with wide chars. I don't know is it fixed or not in mainline. I've fixed it locally, but can't find required patch. Ruediger Riediger wrote: > Hello, > > we do see errors like below all over RT3 log (RT3.0.11 + RTIR 1.0.6rc1 + > RTFM 2.0.4). Anyone any idea where they come from? The system seems to > work fine, so I am not sure what causes them (well, beside the fact that > it seems to be a search of some sort, but different every time)... > > Dec 14 16:05:00 unknown RT: Do not know how to thaw data with code `F' > at /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 542\n > FreezeThaw::thawScalar(0) called at > /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 679\n > FreezeThaw::thaw('FrT%3B%404%7C%256%7C%242%7C10%242%7C11%242%7C12%258%7C%2411%7...') > called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 905\n eval {...} > called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 904\n > RT::Tickets::ThawLimits('RT::Tickets=HASH(0x1a0b91c)', > 'FrT%3B%404%7C%256%7C%242%7C10%242%7C11%242%7C12%258%7C%2411%7...') > called at /opt/rt3/lib/RT/Interface/Web.pm line 604\n > HTML::Mason::Commands::ProcessSearchQuery('ARGS', 'HASH(0x187bda4)') > called at /opt/rt3/share/html/RTIR/Listing.html line 82\n > HTML::Mason::Commands::__ANON__('DateType', 'Created', 'OwnerOp', '=', > 'CompileRestriction', 1, 'RefreshSearchInterval', -1, 'ValueOfOwner', > ...) called at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm > line 134\n > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xeda448)', > 'DateType', 'Creat > Dec 14 16:05:00 unknown RT: limiting to 50 rows\n > [....] > Dec 15 13:31:08 unknown RT: Do not know how to thaw data with code `F' > at /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 542\n > FreezeThaw::thawScalar(0) called at > /opt/perl/lib/site_perl/5.8.4/FreezeThaw.pm line 679\n > FreezeThaw::thaw('FrT%3B%404%7C%256%7C%241%7C4%241%7C5%241%7C6%258%7C%2411%7CDE...') > called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 905\n eval {...} > called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 904\n > RT::Tickets::ThawLimits('RT::Tickets=HASH(0x1ad9bb8)', > 'FrT%3B%404%7C%256%7C%241%7C4%241%7C5%241%7C6%258%7C%2411%7CDE...') > called at /opt/rt3/lib/RT/Interface/Web.pm line 604\n > HTML::Mason::Commands::ProcessSearchQuery('ARGS', 'HASH(0x1908fcc)') > called at /opt/rt3/share/html/RTIR/Listing.html line 82\n > HTML::Mason::Commands::__ANON__('OwnerOp', '=', 'CompileRestriction', 1, > 'CustomFieldOp6', 'LIKE', 'PriorityOp', '<', 'CustomField1', ...) called > at /opt/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134\n > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1b01c64)', > 'OwnerOp', '=', 'Compile > Dec 15 13:31:08 unknown RT: limiting to 50 rows\n > > > Best regards, > > Ruediger Riediger > From lendl at nic.at Thu Dec 16 07:28:21 2004 From: lendl at nic.at (Otmar Lendl) Date: Thu, 16 Dec 2004 13:28:21 +0100 Subject: [rt-users] Sending Mail With Attachments In-Reply-To: <1103144842.41c0a78a9467f@webmail.mit.edu> References: <1103120562.41c048b2c84c3@webmail.mit.edu> <20041215180651.GA19300@nic.at> <1103144842.41c0a78a9467f@webmail.mit.edu> Message-ID: <20041216122821.GA3048@nic.at> On 2004/12/15 22:12, Stephen Turner wrote: > Quoting Otmar Lendl : > > > On 2004/12/15 15:12, Stephen Turner wrote: > > > > > > Hi, > > > > > > I'm trying to set up a scrip that will send mail with a piece of text > > stored as > > > an attachment, and I'm not getting anywhere. Could anyone give me a hint? > > > > > > > I'm using a scrip with the default "Notify Requestors" Action combined > > with a Template whose Content starts with > > > > RT-Attach-Message: yes > > Subject: .... > > > > I guess I need more than a hint :) > > What I'm trying to do is to have the queue-change action send mail to the > requestor - the mail needs to have some text (from a ticket CF) included as an > attachment. Hehe, I had so solve something similar. It's just XML in my case. > Just adding "RT-Attach-Message: yes" at the top of the template doesn't work for > me - the queue-change transaction has no attachments, so no attachments are > added to the mail message (per Send_Email.pm). In my case, a different scrip is creating the attachment. Code-snippet: $entity = MIME::Entity->build( Subject => "Billing Record", Type => "text/xml", Encoding => "utf8", Data => $br, Description => "Billing Record", Disposition => "attachment", Filename => "billing.xml", ); $self->TransactionObj->_Attach( $entity ); [I'm not sure whether this is indeed the proper way of doing this.] > I forced my template to create an attachment for the transaction to work around > the above problem, put this also didn't work because the Mime type is > plain/text and there's code in Send_Email.pm to prevent the attachment for this > mime type (I don't know why). The relevant code is: (on my 3.0.11 installation) # We want to make sure that we don't include the attachment that's being sued as the "Content" of this message" next if ( $transaction_content_obj && $transaction_content_obj->Id == $attach->Id && $transaction_content_obj->ContentType =~ qr{text/plain}i ); hmm. digging around in the code leads me to the conclusion that in your case the transaction doesn't have its own Content object (e.g. there is no comment when you close the ticket), and thus your attachment is considered to be the comment (and thus unsuitable for attaching). > To solve that I created an attachment of type text/html - this finally had the > effect of adding an attachment to the mail message. But I'm left feeling that > it's an ugly solution and there must be a more elegant way. Plus I would really > like to send a text/plain attachment and am not sure why that is prevented by > the API. > > If anyone can shed any light I'd be very grateful. I'd recommend adding a dummy text attachment to the ticket before you add the one you want to have attached. /ol -- < Otmar Lendl (lendl at nic.at) | nic.at Systems Engineer > From ian at remstar-computing.co.uk Thu Dec 16 07:42:37 2004 From: ian at remstar-computing.co.uk (Ian Daniel) Date: Thu, 16 Dec 2004 12:42:37 +0000 Subject: [rt-users] Date/Time Display In-Reply-To: References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Message-ID: Hi, I would think that using a separate environment variable would be better if it's possible to get at it from the browser interface. You might not want the timezone changed to that of the machine you're borrowing for example. Regards, --Ian On 16 Dec 2004, at 13:15, Jason A. Diegmueller wrote: > Just a note, to anyone who develops something like this: > > It would have to have an option to use the host OS's current timezone, > or be easily (and I mean VERY easily) changble. I am on the road > about 70% of the time, and the last thing people in my situation need > is another "time zone" knob to remember to turn as they are travelling > about. > > Not everyone is always in the same spot. > > Just something to think about. Regardless, if someone does create > this, it would be appreciate either way. > > -jd > > > On Thu, 16 Dec 2004, Ian Daniel wrote: > >> Hi Rick , >> >> Thanks very much for the offer, I could use it now but I'll be more >> than happy to wait until you have time to fit it in after Christmas. >> >> Regards, >> >> --Ian >> >> On 16 Dec 2004, at 05:21, Rick Measham wrote: >> >>> I'm one of the DateTime coders (http://datetime.perl.org) and would >>> be >>> happy to write and contribute this functionality. Note that it will >>> be >>> written using the DateTime libraries as these give the only accurate >>> time zone information available. >>> Ian: Do you need it before Christmas? Or can I get it to you by >>> new-year? >>> Cheers! >>> Rick >>> On Thu, 2004-12-16 at 15:38, Jesse Vincent wrote: >>>> On Thu, Dec 16, 2004 at 01:06:34AM +0000, Ian Daniel wrote: >>>>> Hi, >>>>> I'm currently looking at implementing RT on a Solaris system and >>>>> have a question. We have multiple sites and it'd be nice to have >>>>> ticket >>>>> date/time information localised. So for example the Timezone on the >>>>> server is set to GB, but if a support person in Boston views the >>>>> ticket >>>>> he sees the date and time the ticket was raised adjusted for his >>>>> Timezone. Is this possible? It's possible in some commercial >>>>> products >>>>> (Remedy does it) but I think you'd need to associate a Timezone >>>>> with >>>>> each user account somehow and RT doesn't seem to do that. Remedy >>>>> uses >>>>> environment variables and its web client's actually Java based. >>>> Right. To do this, we'd need a per-user timezone setting. It's not >>>> a lot >>>> of code, but not something that anyone's contributed code for or >>>> had us >>>> do for them. >>>> Best, >>>> Jesse >>>> _______________________________________________ >>>> 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 doogles at doogles.com Thu Dec 16 08:15:45 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 16 Dec 2004 07:15:45 -0600 (CST) Subject: [rt-users] Date/Time Display In-Reply-To: <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Message-ID: Just a note, to anyone who develops something like this: It would have to have an option to use the host OS's current timezone, or be easily (and I mean VERY easily) changble. I am on the road about 70% of the time, and the last thing people in my situation need is another "time zone" knob to remember to turn as they are travelling about. Not everyone is always in the same spot. Just something to think about. Regardless, if someone does create this, it would be appreciate either way. -jd On Thu, 16 Dec 2004, Ian Daniel wrote: > Hi Rick , > > Thanks very much for the offer, I could use it now but I'll be more > than happy to wait until you have time to fit it in after Christmas. > > Regards, > > --Ian > > On 16 Dec 2004, at 05:21, Rick Measham wrote: > >> I'm one of the DateTime coders (http://datetime.perl.org) and would be >> happy to write and contribute this functionality. Note that it will be >> written using the DateTime libraries as these give the only accurate >> time zone information available. >> >> Ian: Do you need it before Christmas? Or can I get it to you by >> new-year? >> >> Cheers! >> Rick >> >> On Thu, 2004-12-16 at 15:38, Jesse Vincent wrote: >>> >>> On Thu, Dec 16, 2004 at 01:06:34AM +0000, Ian Daniel wrote: >>>> Hi, >>>> >>>> I'm currently looking at implementing RT on a Solaris system and >>>> have a question. We have multiple sites and it'd be nice to have >>>> ticket >>>> date/time information localised. So for example the Timezone on the >>>> server is set to GB, but if a support person in Boston views the ticket >>>> he sees the date and time the ticket was raised adjusted for his >>>> Timezone. Is this possible? It's possible in some commercial products >>>> (Remedy does it) but I think you'd need to associate a Timezone with >>>> each user account somehow and RT doesn't seem to do that. Remedy uses >>>> environment variables and its web client's actually Java based. >>> >>> >>> Right. To do this, we'd need a per-user timezone setting. It's not a lot >>> of code, but not something that anyone's contributed code for or had us >>> do for them. >>> >>> Best, >>> Jesse >>> _______________________________________________ >>> 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 doogles at doogles.com Thu Dec 16 08:55:53 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 16 Dec 2004 07:55:53 -0600 (CST) Subject: [rt-users] Date/Time Display In-Reply-To: References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Message-ID: RT Users: Opening note: Please, please, please stop punishing me for posting to this list. Every time I post, I get innundated with Out Of Office Replies. I don't want them. Can't you disable them on mailing lists? Ian, as for your comment, maybe an additional dropdown (use host browser's timezone) would be desired. In my case, I always like to think in local time: I change my watch on every layover when traveling, for example. So if I'm in Chicago borrowing a computer in the Admiral's Club, I want to think in Central Time, even though I'm based out of Los Angeles. As long as it's user-drivable, should work fine. -jd On Thu, 16 Dec 2004, Ian Daniel wrote: > Hi, > > I would think that using a separate environment variable would be > better if it's possible to get at it from the browser interface. You might > not want the timezone changed to that of the machine you're borrowing for > example. > > Regards, > > --Ian > > > On 16 Dec 2004, at 13:15, Jason A. Diegmueller wrote: > >> Just a note, to anyone who develops something like this: >> >> It would have to have an option to use the host OS's current timezone, or >> be easily (and I mean VERY easily) changble. I am on the road about 70% of >> the time, and the last thing people in my situation need is another "time >> zone" knob to remember to turn as they are travelling about. >> >> Not everyone is always in the same spot. >> >> Just something to think about. Regardless, if someone does create this, it >> would be appreciate either way. >> >> -jd >> >> >> On Thu, 16 Dec 2004, Ian Daniel wrote: >> >>> Hi Rick , >>> >>> Thanks very much for the offer, I could use it now but I'll be more >>> than happy to wait until you have time to fit it in after Christmas. >>> >>> Regards, >>> >>> --Ian >>> >>> On 16 Dec 2004, at 05:21, Rick Measham wrote: >>> >>>> I'm one of the DateTime coders (http://datetime.perl.org) and would be >>>> happy to write and contribute this functionality. Note that it will be >>>> written using the DateTime libraries as these give the only accurate >>>> time zone information available. >>>> Ian: Do you need it before Christmas? Or can I get it to you by >>>> new-year? >>>> Cheers! >>>> Rick >>>> On Thu, 2004-12-16 at 15:38, Jesse Vincent wrote: >>>>> On Thu, Dec 16, 2004 at 01:06:34AM +0000, Ian Daniel wrote: >>>>>> Hi, >>>>>> I'm currently looking at implementing RT on a Solaris system and >>>>>> have a question. We have multiple sites and it'd be nice to have >>>>>> ticket >>>>>> date/time information localised. So for example the Timezone on the >>>>>> server is set to GB, but if a support person in Boston views the ticket >>>>>> he sees the date and time the ticket was raised adjusted for his >>>>>> Timezone. Is this possible? It's possible in some commercial products >>>>>> (Remedy does it) but I think you'd need to associate a Timezone with >>>>>> each user account somehow and RT doesn't seem to do that. Remedy uses >>>>>> environment variables and its web client's actually Java based. >>>>> Right. To do this, we'd need a per-user timezone setting. It's not a lot >>>>> of code, but not something that anyone's contributed code for or had us >>>>> do for them. >>>>> Best, >>>>> Jesse >>>>> _______________________________________________ >>>>> 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 ian at remstar-computing.co.uk Thu Dec 16 08:42:19 2004 From: ian at remstar-computing.co.uk (Ian Daniel) Date: Thu, 16 Dec 2004 13:42:19 +0000 Subject: [rt-users] Date/Time Display In-Reply-To: References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Message-ID: <4E8427B1-4F68-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Hi, Well I managed to customise the user Preference and Modification pages to add a Timezone field and it's created ok in the database (I thought I'd try and do it as I had some spare time). All I did was add a text field to each of the User Preference and User Modification schemas for now. I probably need to think about auto generated users although they could be given the system TZ I guess, or it could be left as NULL and if it's NULL $RT::Timezone gets returned? I know this isn't a great way to do it but it's interesting to play around with it and if I actually got it working it'd suit me for now. mysql> describe Users; +-----------------------+--------------+------+-----+--------- +----------------+ | Field | Type | Null | Key | Default | Extra | +-----------------------+--------------+------+-----+--------- +----------------+ | id | int(11) | | PRI | NULL | auto_increment | | Name | varchar(200) | | UNI | | | | Password | varchar(40) | YES | | NULL | | | Comments | blob | YES | | NULL | | | Signature | blob | YES | | NULL | | | EmailAddress | varchar(120) | YES | MUL | NULL | | | FreeformContactInfo | blob | YES | | NULL | | | Organization | varchar(200) | YES | | NULL | | | RealName | varchar(120) | YES | | NULL | | | NickName | varchar(16) | YES | | NULL | | | Lang | varchar(16) | YES | | NULL | | | EmailEncoding | varchar(16) | YES | | NULL | | | WebEncoding | varchar(16) | YES | | NULL | | | ExternalContactInfoId | varchar(100) | YES | | NULL | | | ContactInfoSystem | varchar(30) | YES | | NULL | | | ExternalAuthId | varchar(100) | YES | | NULL | | | AuthSystem | varchar(30) | YES | | NULL | | | Gecos | varchar(16) | YES | | NULL | | | HomePhone | varchar(30) | YES | | NULL | | | WorkPhone | varchar(30) | YES | | NULL | | | MobilePhone | varchar(30) | YES | | NULL | | | PagerPhone | varchar(30) | YES | | NULL | | | Address1 | varchar(200) | YES | | NULL | | | Address2 | varchar(200) | YES | | NULL | | | City | varchar(100) | YES | | NULL | | | State | varchar(100) | YES | | NULL | | | Zip | varchar(16) | YES | | NULL | | | Country | varchar(50) | YES | | NULL | | | Timezone | varchar(50) | YES | | NULL | | | PGPKey | text | YES | | NULL | | | Creator | int(11) | | | 0 | | | Created | datetime | YES | | NULL | | | LastUpdatedBy | int(11) | | | 0 | | | LastUpdated | datetime | YES | | NULL | | +-----------------------+--------------+------+-----+--------- +----------------+ What I'm confused about now is the way to make RT use that variable. The Date.pm file seems to return $RT::Timezone but also looks like it's geared up to take a value from the User property Timezone (bear with me, I'm not good at perl). The code I think needs modifying is this. sub LocalTimezone { my $self = shift; return $self->CurrentUser->Timezone if $self->CurrentUser and $self->CurrentUser->can('Timezone'); return ($RT::Timezone); } Which lives in lib/RT/Date.pm am I right? If I am I'll persevere a bit longer and try to learn a bit of perl ;-) Thanks, --Ian On 16 Dec 2004, at 13:15, Jason A. Diegmueller wrote: > Just a note, to anyone who develops something like this: > > It would have to have an option to use the host OS's current timezone, > or be easily (and I mean VERY easily) changble. I am on the road > about 70% of the time, and the last thing people in my situation need > is another "time zone" knob to remember to turn as they are travelling > about. > > Not everyone is always in the same spot. > > Just something to think about. Regardless, if someone does create > this, it would be appreciate either way. > > -jd > > > On Thu, 16 Dec 2004, Ian Daniel wrote: > >> Hi Rick , >> >> Thanks very much for the offer, I could use it now but I'll be more >> than happy to wait until you have time to fit it in after Christmas. >> >> Regards, >> >> --Ian >> >> On 16 Dec 2004, at 05:21, Rick Measham wrote: >> >>> I'm one of the DateTime coders (http://datetime.perl.org) and would >>> be >>> happy to write and contribute this functionality. Note that it will >>> be >>> written using the DateTime libraries as these give the only accurate >>> time zone information available. >>> Ian: Do you need it before Christmas? Or can I get it to you by >>> new-year? >>> Cheers! >>> Rick >>> On Thu, 2004-12-16 at 15:38, Jesse Vincent wrote: >>>> On Thu, Dec 16, 2004 at 01:06:34AM +0000, Ian Daniel wrote: >>>>> Hi, >>>>> I'm currently looking at implementing RT on a Solaris system and >>>>> have a question. We have multiple sites and it'd be nice to have >>>>> ticket >>>>> date/time information localised. So for example the Timezone on the >>>>> server is set to GB, but if a support person in Boston views the >>>>> ticket >>>>> he sees the date and time the ticket was raised adjusted for his >>>>> Timezone. Is this possible? It's possible in some commercial >>>>> products >>>>> (Remedy does it) but I think you'd need to associate a Timezone >>>>> with >>>>> each user account somehow and RT doesn't seem to do that. Remedy >>>>> uses >>>>> environment variables and its web client's actually Java based. >>>> Right. To do this, we'd need a per-user timezone setting. It's not >>>> a lot >>>> of code, but not something that anyone's contributed code for or >>>> had us >>>> do for them. >>>> Best, >>>> Jesse >>>> _______________________________________________ >>>> 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 -------------- A non-text attachment was scrubbed... Name: not available Type: text/enriched Size: 6976 bytes Desc: not available URL: From dthacker at omnihotels.com Thu Dec 16 11:12:01 2004 From: dthacker at omnihotels.com (Dave Thacker) Date: Thu, 16 Dec 2004 10:12:01 -0600 Subject: [rt-users] Users are unable to reply to ticket via email Message-ID: <200412161012.01219.dthacker@omnihotels.com> RT: 3.0.11 I've created a ticket manually in my 'systems' queue with a new user (janedoe at omnihotels.com) as the requestor. I've worked on the ticket and replied to her. When she attempts to reply via email, she gets a 'permission denied" error. Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group Everyone has rights to CreateTicket and CommentOnTicket. I'm wondering what else I need to enable to allow this user to reply to the ticket via email. DT -- Dave Thacker Senior Systems Administrator Omni Hotels Reservation Center V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7) From jesse at bestpractical.com Thu Dec 16 11:36:24 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 16 Dec 2004 11:36:24 -0500 Subject: [rt-users] Date/Time Display In-Reply-To: <4E8427B1-4F68-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> <4E8427B1-4F68-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Message-ID: <20041216163624.GS22556@bestpractical.com> On Thu, Dec 16, 2004 at 01:42:19PM +0000, Ian Daniel wrote: > Hi, > > Well I managed to customise the user Preference and > Modification pages to add a Timezone field and it's created ok in the > database (I thought I'd try and do it as I had some spare time). I'd strongly recommend using attributes to store user Timezone preferences rather than altering the Users table schema. Jesse From Ruslan.Zakirov at acronis.com Thu Dec 16 11:50:42 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 16 Dec 2004 19:50:42 +0300 Subject: [rt-users] Users are unable to reply to ticket via email In-Reply-To: <200412161012.01219.dthacker@omnihotels.com> References: <200412161012.01219.dthacker@omnihotels.com> Message-ID: <41C1BCE2.5010209@acronis.com> Dave Thacker wrote: > RT: 3.0.11 > I've created a ticket manually in my 'systems' queue with a new user > (janedoe at omnihotels.com) as the requestor. I've worked on the ticket and > replied to her. When she attempts to reply via email, she gets a 'permission > denied" error. > Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group > Everyone has rights to CreateTicket and CommentOnTicket. I'm wondering what > else I need to enable to allow this user to reply to the ticket via email. > DT At least user needs ReplyToTicket right to successfuly _reply_ on ticket. From dthacker at omnihotels.com Thu Dec 16 12:02:14 2004 From: dthacker at omnihotels.com (Dave Thacker) Date: Thu, 16 Dec 2004 11:02:14 -0600 Subject: [rt-users] Users are unable to reply to ticket via email In-Reply-To: <41C1BCE2.5010209@acronis.com> References: <200412161012.01219.dthacker@omnihotels.com> <41C1BCE2.5010209@acronis.com> Message-ID: <200412161102.14907.dthacker@omnihotels.com> On Thursday 16 December 2004 10:50, Ruslan U. Zakirov wrote: > Dave Thacker wrote: > > RT: 3.0.11 > > I've created a ticket manually in my 'systems' queue with a new user > > (janedoe at omnihotels.com) as the requestor. I've worked on the ticket and > > replied to her. When she attempts to reply via email, she gets a > > 'permission denied" error. > > Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group > > Everyone has rights to CreateTicket and CommentOnTicket. I'm wondering > > what else I need to enable to allow this user to reply to the ticket via > > email. DT > > At least user needs ReplyToTicket right to successfuly _reply_ on ticket. I'd define this installation as semi-public. 80% of the tickets from a core group of users, 20% one-time contacts. Can I handle granting rights to the 20% by granting ReplyToTicket to the Requestor Role? DT -- Dave Thacker Senior Systems Administrator Omni Hotels Reservation Center V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7) From Ruslan.Zakirov at acronis.com Thu Dec 16 12:24:49 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Thu, 16 Dec 2004 20:24:49 +0300 Subject: [rt-users] Users are unable to reply to ticket via email In-Reply-To: <200412161102.14907.dthacker@omnihotels.com> References: <200412161012.01219.dthacker@omnihotels.com> <41C1BCE2.5010209@acronis.com> <200412161102.14907.dthacker@omnihotels.com> Message-ID: <41C1C4E1.1090003@acronis.com> Dave Thacker wrote: > On Thursday 16 December 2004 10:50, Ruslan U. Zakirov wrote: > >>Dave Thacker wrote: >> >>>RT: 3.0.11 >>>I've created a ticket manually in my 'systems' queue with a new user >>>(janedoe at omnihotels.com) as the requestor. I've worked on the ticket and >>>replied to her. When she attempts to reply via email, she gets a >>>'permission denied" error. >>>Per http://wiki.bestpractical.com/index.cgi?Rights, I see that the Group >>>Everyone has rights to CreateTicket and CommentOnTicket. I'm wondering >>>what else I need to enable to allow this user to reply to the ticket via >>>email. DT >> >>At least user needs ReplyToTicket right to successfuly _reply_ on ticket. > > > I'd define this installation as semi-public. 80% of the tickets from a core > group of users, 20% one-time contacts. Can I handle granting rights to the > 20% by granting ReplyToTicket to the Requestor Role? > DT Can you force all your current and potential users to use only one thier email address when them interact with RT? Yes? You are lucky. Example: man M1 has email addresses: A1 and A2. He creates ticket T1 by sending mail from address A1. M1 is requestor. But he can't reply to ticket T1 from address A2. RT doesn't know that addresses A1 and A2 is controlled by the same person M1. From ian at remstar-computing.co.uk Thu Dec 16 13:05:44 2004 From: ian at remstar-computing.co.uk (Ian Daniel) Date: Thu, 16 Dec 2004 18:05:44 +0000 Subject: [rt-users] Date/Time Display In-Reply-To: <20041216163624.GS22556@bestpractical.com> References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> <4E8427B1-4F68-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> <20041216163624.GS22556@bestpractical.com> Message-ID: <1B36363D-4F8D-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> Oh, Ok, I'll try and work out how to do that instead .... I've pretty much decided that the timezone info is being manipulated elsewhere anyway as I can put absolutely anything in the code below instead of $RT::Timezone and nothing changes. I also changed the Timezone in the default config and still get the same date/time as I did before, I can set it to EST, I get GB times, I can set it to anything, I still get GB times. sub LocalTimezone { my $self = shift; return $self->CurrentUser->Timezone if $self->CurrentUser and $self->CurrentUser->can('Timezone'); return ($RT::Timezone); } I'll be interested to see what files change if and when it gets implemented but I'm starting to think it wont be simple at all given the fact that I don't see the current timezone variable or anything else actually doing what it's supposed to do. Hopefully I'm wrong. --Ian On 16 Dec 2004, at 16:36, Jesse Vincent wrote: > > > > On Thu, Dec 16, 2004 at 01:42:19PM +0000, Ian Daniel wrote: >> Hi, >> >> Well I managed to customise the user Preference and >> Modification pages to add a Timezone field and it's created ok in the >> database (I thought I'd try and do it as I had some spare time). > > I'd strongly recommend using attributes to store user Timezone > preferences rather than altering the Users table schema. > > Jesse > From ian at remstar-computing.co.uk Thu Dec 16 14:29:49 2004 From: ian at remstar-computing.co.uk (Ian Daniel) Date: Thu, 16 Dec 2004 19:29:49 +0000 Subject: [rt-users] Date/Time Display In-Reply-To: <20041216163624.GS22556@bestpractical.com> References: <20041216043831.GN22556@bestpractical.com> <1103174499.12364.2.camel@rickm.local> <7396EDAC-4F54-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> <4E8427B1-4F68-11D9-94E3-000393CCA0DE@remstar-computing.co.uk> <20041216163624.GS22556@bestpractical.com> Message-ID: Hi, Ok, I've looked at this and have decided not to waste any more time. There is a Attributes table in the database that has no data in it at all so I don't see how it relates to the User in any way. Everything else about the user is stored in the user table, language, name, nickname, password etc etc. so I don't really see why something like a Timezone can't go there, it's way more useful than the fact someone might call you "Chip". The major stumbling block I seem to have hit is the fact that your Timezone code doesn't actually appear to work. I can set it to anything, I get GMT, not actually a big deal in England but we wanted to use this remotely from Boston and Canada. I simply can't see how you use Timezones in your code, there's a passing nod to them in Date.pm, but I can change the Timezone in the RT_SiteConfig.pm file to anything (and I mean anything) I still get GMT. I can set it to US/Eastern I get GMT displayed in my browser. I get GMT when I create a ticket. Now I'm obviously missing something here ..... but I can't find it and without any real supporting documentation for it I'm never going to find it. But what the hell, it's not like I paid for it so if someone implements the functionality I'll be really happy. Regards, --Ian On 16 Dec 2004, at 16:36, Jesse Vincent wrote: > > > > On Thu, Dec 16, 2004 at 01:42:19PM +0000, Ian Daniel wrote: >> Hi, >> >> Well I managed to customise the user Preference and >> Modification pages to add a Timezone field and it's created ok in the >> database (I thought I'd try and do it as I had some spare time). > > I'd strongly recommend using attributes to store user Timezone > preferences rather than altering the Users table schema. > > Jesse > From billy_oconnell at tanval.com Thu Dec 16 14:45:54 2004 From: billy_oconnell at tanval.com (Billy O'Connell) Date: Thu, 16 Dec 2004 14:45:54 -0500 Subject: [rt-users] Queue Email to create a ticket Message-ID: <1103226354.31983.45.camel@pricli010.tanval.com> Hello, I have just recently begun to fool around with RT. I am trying to set up email that will open up a ticket and fill in the fields via the body of the email. I have created a custom queue, called bugs. Using the reply-to email address, rt-bugs at abc.com, I can send an email and open up a ticket, but the data entered in the email body does not . Here is a look at the email body: Queue: defects Subject: Test Defect Queue Mail Owner: billy at abc.com Requestor: billy at abc.com CustomField-1: Defects ContentType: text/plain Ticket Type: Bugs Severity: Critical Content: E-mail ticket test #1 Testing Email functionalitiy to see if custom fields are filled in. ENDOFCONTENT ==== This messages shows up in the correct queue, but only in the History section, not in the place where I would like it to go; From the open ticket: X Custom Fields Ticket Type: (no value) Severity: (no value) X People Owner: Nobody Can anyone give me a hand here? Is it possible to do what I want to? Let me know if more information is needed, and my apologies if this is trivial. TIA Billy From joel48 at ischool.washington.edu Thu Dec 16 15:10:36 2004 From: joel48 at ischool.washington.edu (Joel Johnson) Date: Thu, 16 Dec 2004 12:10:36 -0800 Subject: [rt-users] RTFM - RT Integration Message-ID: <69FFDF84B135774FB09F286D4E7CDACA0A7DAE@iexchange.ischool.washington.edu> We're using RT 3.2.2 (debian package) and RTFM 2.0.4 (tarball install, kudos to Stephen to the link to the RTFM .debs a few days ago). Working great, except for a few integration issues between the two. When modifying a ticket and I do a search for RTFM articles by content, RTFM/Ticket/Update.html/BeforeMessageBox runs two while loops that iterate sequentially through $articles_content, followed by searching $articles_basics, merrily dumping HTML as they go. As a result, if a search term matches the Name and content of a FAQ, duplicates are returned (with the same "RTFM-Include-Article-<%ID%>" for each). Being relatively (9 months) new to RTFM, I'm wondering if there is a reason for this behaviour, or if it would be better to cache the searches into a data structure, then remove duplicates, and dump the HTML lines from the data structure. How would this scale with a large number of FAQs? For that matter, what is the largest number of FAQs in one installation people are aware of? FAQs would seem to be to be a more static set then tickets, which are always growing. The other issue that has always bothered me is the setup of the Tabs between RT and RTFM. In RT, RTFM shows up as any other tab, so why does RTFM relegate RT to a single tab, isolating itself? I think it would offer a more unified approach to the users if the RTFM tab opened a submenu, ala Tickets, maintaining the rest of the navigational structure. I have only quickly glanced at the code on this one, however. On another note, how much active RTFM development is taking place? Is there a subversion repository? For patches, should they be directed to Jesse? Thanks, Joel From vakumar at blackrock.com Thu Dec 16 15:40:37 2004 From: vakumar at blackrock.com (Kumar, Vasanth) Date: Thu, 16 Dec 2004 15:40:37 -0500 Subject: [rt-users] Inefficient query generation? (RT 3.2.2) Message-ID: Jesse, I tried RT 3.2.3rc1 and also tied SearchBuilder 1.16 with the same results. RT seems to generate the same SQL query. The thing that seems to be really slowing down this query is the OR. If you were to generate a nested query I think this can be much faster. Unfortunately only MySQL 4.1 supports subqueries. Not that this is not the only inefficient query. I have seen it also generate bad queries in situations where I do something like: (Queue = "QueueA" OR Queue = "QueueB") AND (CF.QueueA.{FieldX} = '...' OR CF.QueueB.{FieldY} = '...') I realize that some of these queries are inherently complex, but do you have any plans for dealing with users putting in overly complex queries? Maybe building in checks to prevent such complex queries from being run? Since the search capabilities much more advanced in RT 3.2, we now have to worry about our RT users creating these kind of complex queries than can hang our databases. Do you have any suggestions on how to deal with this problem or how other users of RT deal with this issue? Thank you. Vasanth -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, December 15, 2004 7:30 PM To: Kumar, Vasanth Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Inefficient query generation? (RT 3.2.2) On Wed, Dec 15, 2004 at 07:16:05PM -0500, Kumar, Vasanth wrote: > Hi, > > I was trying out a seemingly simple query - I just wanted to view a > ticket and all tickets that depend on it. So I created a query in RT > (3.2.2): > > DependentOn = '813' OR id = '813' > Give 3.2.3rc1 a shot? Also be sure you're using the latest searchbuilder. I know we've done a bunch of work on optimizing a bunch of the joins recently. -----Original Message----- From: Kumar, Vasanth Sent: Wednesday, December 15, 2004 7:16 PM To: rt-users at lists.bestpractical.com Subject: Inefficient query generation? (RT 3.2.2) Hi, I was trying out a seemingly simple query - I just wanted to view a ticket and all tickets that depend on it. So I created a query in RT (3.2.2): DependentOn = '813' OR id = '813' However, this hung the DB (MySQL 4.0.15) with the SQL query: (apparently never returns - I have to kill the select process) SELECT COUNT(DISTINCT main.id) FROM Tickets main , Links Links_1 WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ( ( (Links_1.Type = 'DependsOn') AND(Links_1.LocalBase = '813') AND(main.id = Links_1.LocalTarget) ) OR(main.id = '813')) The OR appears to cause a full table scan through the cross-product of both databases. In my database, the Ticket has about 15,000 rows and Links has about 25000 rows. I tried creating numerous indices on Links but to no avail. Is there a set up indices that I can create that can speed up this query? Does RT create more intelligent SQL in future versions? Thanks! From john.stoffel at taec.toshiba.com Thu Dec 16 15:26:05 2004 From: john.stoffel at taec.toshiba.com (John Stoffel) Date: Thu, 16 Dec 2004 15:26:05 -0500 Subject: [rt-users] RT 3.2.2 CLI 'Malformed response' errors Message-ID: <16833.61277.113701.229133@gargle.gargle.HOWL> Hi all, I've just setup a brand new install of RT 3.2.2 on a Fedora Core 3 box, running apache 2.0.52-3.1, along with perl 5.8.5, & mod_perl 1.99_16-3 and it all seems to be working fine. But I'm a happy user of the 1.0.7 stuff, and I really really really liked the clean display and CLI interface of the 1.0.x series. So this leads to my problem report, and my wishes. Problem: If I use the 'rt' perl tool to do a query from the command line, I get "Malformed RT reposonse" erorrs: # ./rt ls "Status='new'" Password: rt: Malformed RT response from http://rt3.taec.toshiba.com/. (Rerun with RTDEBUG=3 for details.) So if I re-run with that setting it works, sorta. I know see the data on the tickets, but it still barfs with an error: # export RTDEBUG=3 [root at rt3 bin]# ./rt ls "Status='new'" Password: POST http://rt3.taec.toshiba.com//REST/1.0/search/ticket Content-Length: 210 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="query" Status='new' --xYzZY Content-Disposition: form-data; name="user" root --xYzZY Content-Disposition: form-data; name="pass" --xYzZY-- HTTP/1.1 200 OK Connection: close Date: Thu, 16 Dec 2004 20:23:04 GMT Server: Apache/2.0.52 (Fedora) Content-Type: text/plain; charset=UTF-8 Client-Date: Thu, 16 Dec 2004 20:23:04 GMT Client-Peer: 209.243.166.67:80 Client-Response-Num: 1 Client-Transfer-Encoding: chunked Set-Cookie: RT_SID_TAEC.80=c3ce215060e6879467cd9b31f65a9c72; path=/ RT/3.2.2 200 Ok3: test ticket 2 4: Why aren't tickets coming in via email? 7: test of NIS rt alias 9: test ticket 10: test ticket 11: test mail via NIS alias 12: test ticket 13: test ticket via rt at taec.com 14: I have an account 15: Why aren't URLs in tickets working? 16: a new test ticket rt: Malformed RT response from http://rt3.taec.toshiba.com/. Now for my wishlist: 1. Does anyone have a CSS to make RT 3.2 look and act more like a 1.0.x web interface? 2. Does anyone have a CLI tool that works more like the 1.0.x CLI tool? The web is nice, but it's getting so complicated that it's not worth using for smaller sites that DON'T need all the complexity and flexibility that RT offers now. Thanks, John Toshiba America Electronic Components john.stoffel at taec.toshiba.com From gdunn at inscriber.com Thu Dec 16 15:36:47 2004 From: gdunn at inscriber.com (Graham Dunn) Date: Thu, 16 Dec 2004 15:36:47 -0500 Subject: [rt-users] Using !Group in queue permissions Message-ID: <41C1F1DF.3090705@inscriber.com> Our "General" queue needs "everyone" view permissions (as we let unpriveledged users track their tickets), but people in our external support group do not want to see those tickets on their "newest unowned tickets" list. Short of changing the SQL select statement for that box, is there a way to set this up using queue permissions? Thanks, Graham From dthacker at omnihotels.com Thu Dec 16 15:58:35 2004 From: dthacker at omnihotels.com (Dave Thacker) Date: Thu, 16 Dec 2004 14:58:35 -0600 Subject: [rt-users] Users are unable to reply to ticket via email In-Reply-To: <41C1C4E1.1090003@acronis.com> References: <200412161012.01219.dthacker@omnihotels.com> <200412161102.14907.dthacker@omnihotels.com> <41C1C4E1.1090003@acronis.com> Message-ID: <200412161458.35410.dthacker@omnihotels.com> On Thursday 16 December 2004 11:24, Ruslan U. Zakirov wrote: > > Can you force all your current and potential users to use only one thier > email address when them interact with RT? Yes? You are lucky. > > Example: man M1 has email addresses: A1 and A2. He creates ticket T1 by > sending mail from address A1. M1 is requestor. But he can't reply to > ticket T1 from address A2. RT doesn't know that addresses A1 and A2 is > controlled by the same person M1. I only offer service to your "work" address. If you use your home address to access the corporate ticket system, you will not get service. Based on a reading of this wiki page: http://wiki.bestpractical.com/index.cgi?Group I'm going to add ReplyToTicket to the Requestor Role. Thanks for your help in increasing my understanding. DT -- Dave Thacker Senior Systems Administrator Omni Hotels Reservation Center V:402-952-6535 F:402-334-8013 M: 402-981-4613 (24/7) From bblakely at gmail.com Thu Dec 16 16:00:02 2004 From: bblakely at gmail.com (Ben Blakely) Date: Thu, 16 Dec 2004 16:00:02 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <20041214140426.GB11055@chaka.net> References: <30322e8d04121308553d50dba8@mail.gmail.com> <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> <30322e8d0412131238414cea5a@mail.gmail.com> <20041213200746.GW11055@chaka.net> <30322e8d04121313563a3e2197@mail.gmail.com> <20041213212436.GZ11055@chaka.net> <30322e8d04121317411eb587a9@mail.gmail.com> <20041214140426.GB11055@chaka.net> Message-ID: <30322e8d04121613002fa5b457@mail.gmail.com> Todd, Excuse the delay. There still seems to be an issue with that scrip, even when I device a Resolve Action. Ive even tried using the script with a ticket that is not a "type approval" and still no go. Any suggestions? Ben On Tue, 14 Dec 2004 09:04:26 -0500, Todd Chapman wrote: > My 'Resolve Action' CF is actually a select multiple CF, but I > don't think that would affect the code. > > Did you try resolving a ticket that had the CF set to some value? > > -Todd > > On Mon, Dec 13, 2004 at 08:41:51PM -0500, Ben Blakely wrote: > > Hey Todd, > > > > I got the test script to work. But I still cant get the orginal code > > you pasted to run, there is no debug from the "custom action code > > cleanup" portion of the script. The test script displays the "resolve > > action running.." on resolve of ticket, but doesnt make it to the > > first debug message in the code I mentioned above. > > > > Any suggestions? Im wondering if you could confirm my settings for the > > custom field named 'Resolved Action. > > > > Name: Resolve Action > > Desc: To perform action on resolve. > > Type: 'Select one value' > > > > Thanks, > > > > Ben > > On Mon, 13 Dec 2004 16:24:36 -0500, Todd Chapman wrote: > > > If you can't get that simple scrip to run you have a problem. Do > > > you know where your RT is logging to? Also, you must resolve > > > a ticket to get the scrip to run... > > > > > > On Mon, Dec 13, 2004 at 04:56:56PM -0500, Ben Blakely wrote: > > > > Todd, > > > > > > > > I set that scrip up but not to sure if its running or not. However, I > > > > can use the default scripts to do stuff, such as notifing CC's on > > > > reply. > > > > > > > > > > > > From rt at chaka.net Thu Dec 16 15:27:59 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 16 Dec 2004 15:27:59 -0500 Subject: [rt-users] Action Upon Approval In-Reply-To: <30322e8d04121613002fa5b457@mail.gmail.com> References: <20041213181149.GU11055@chaka.net> <30322e8d04121312062fe45cd@mail.gmail.com> <20041213193322.GV11055@chaka.net> <30322e8d0412131238414cea5a@mail.gmail.com> <20041213200746.GW11055@chaka.net> <30322e8d04121313563a3e2197@mail.gmail.com> <20041213212436.GZ11055@chaka.net> <30322e8d04121317411eb587a9@mail.gmail.com> <20041214140426.GB11055@chaka.net> <30322e8d04121613002fa5b457@mail.gmail.com> Message-ID: <20041216202759.GK11055@chaka.net> Start adding/uncommenting debug statements and figure out where things are going wrong. let me know what you find. -Todd On Thu, Dec 16, 2004 at 04:00:02PM -0500, Ben Blakely wrote: > Todd, > > Excuse the delay. There still seems to be an issue with that scrip, > even when I device a Resolve Action. Ive even tried using the script > with a ticket that is not a "type approval" and still no go. Any > suggestions? > > Ben From jesse at bestpractical.com Thu Dec 16 16:47:54 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 16 Dec 2004 16:47:54 -0500 Subject: [rt-users] Inefficient query generation? (RT 3.2.2) In-Reply-To: References: Message-ID: <20041216214754.GG29397@bestpractical.com> > I tried RT 3.2.3rc1 and also tied SearchBuilder 1.16 with the same > results. RT seems to generate the same SQL query. > > The thing that seems to be really slowing down this query is the OR. If > you were to generate a nested query I think this can be much faster. > Unfortunately only MySQL 4.1 supports subqueries. It's actually pretty easy to reformulate the query to be intelligent without resorting to subqueries. If you folks have the dev resources to fix it up, I'd greatly appreciate a patch. It should be the case that one user performing an overly complex query doesn't take down your entire database. It would certainly be possible to add functionality to limit the complexity of user searches, but so far, we've found that it's more effective to spend that effort improving the query builder to better handle what users want to search for. Best, Jesse From vadud3 at gmail.com Thu Dec 16 19:27:06 2004 From: vadud3 at gmail.com (Asif Iqbal) Date: Thu, 16 Dec 2004 19:27:06 -0500 Subject: [rt-users] RT CLI Message-ID: Hi All I am using RT 3.2.2 and I were successfully use the RT CLI with the features availabel. I was wondering if anyone can tell me how to retrieve the content of a ticket using CLI Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu From iqbala-rt-users at qwestip.net Fri Dec 17 03:17:53 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Fri, 17 Dec 2004 03:17:53 -0500 Subject: [rt-users] CLI question Message-ID: <20041217081753.GA14695@qwestip.net> Hi All I am using RT 3.2.2. I have been using CLI for general stuff like changing status, resolving mass tickets etc. But one thing this tool seems lacking--at least by default--not shows the content of a ticket For example I run rt show ticket/23547 and It shows the value of all the attributes like id: ticket/206983 Queue: SysHelp Owner: Asif Creator: Joe Subject: BARTS & PUP Status: open Priority: 33 InitialPriority: 30 FinalPriority: 90 Requestors: test.user at here.com Cc: AdminCc: Created: Fri Feb 06 17:34:19 2004 Starts: Not set Started: Tue Oct 19 10:12:11 2004 Due: Not set Resolved: Not set Told: Not set TimeEstimated: 0 TimeWorked: 0 TimeLeft: 0 Is there a way I can see the content of the ticket, and all transactions? Thanks for any tip -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu "...it said: Install Windows XP or better...so I installed Solaris..." From aharrison at gmail.com Fri Dec 17 06:16:16 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 17 Dec 2004 06:16:16 -0500 Subject: [rt-users] Queue Email to create a ticket In-Reply-To: <1103226354.31983.45.camel@pricli010.tanval.com> References: <1103226354.31983.45.camel@pricli010.tanval.com> Message-ID: On Thu, 16 Dec 2004 14:45:54 -0500, Billy O'Connell wrote: > Hello, > > I have just recently begun to fool around with RT. I am trying to set > up email that will open up a ticket and fill in the fields via the body > of the email. I have created a custom queue, called bugs. Using the > reply-to email address, rt-bugs at abc.com, I can send an email and open up First ScripAction listed here: http://wiki.bestpractical.com/index.cgi?Contributions -- Andy Harrison From aharrison at gmail.com Fri Dec 17 06:25:02 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 17 Dec 2004 06:25:02 -0500 Subject: [rt-users] RT 3.2.2 CLI 'Malformed response' errors In-Reply-To: <16833.61277.113701.229133@gargle.gargle.HOWL> References: <16833.61277.113701.229133@gargle.gargle.HOWL> Message-ID: On Thu, 16 Dec 2004 15:26:05 -0500, John Stoffel wrote: > > > If I use the 'rt' perl tool to do a query from the command line, I > get "Malformed RT reposonse" erorrs: The user you're trying to access RT with does not have sufficient rights. Make sure root is able to be granted rights (etc...) or give it a username that already has sufficient rights. > Now for my wishlist: > > 1. Does anyone have a CSS to make RT 3.2 look and act more like a > 1.0.x web interface? CSS controls how it looks, not how it acts. They've got it to something like 95% converted to use css, probably even more so in 3.4. > 2. Does anyone have a CLI tool that works more like the 1.0.x CLI > tool? The web is nice, but it's getting so complicated that it's > not worth using for smaller sites that DON'T need all the > complexity and flexibility that RT offers now. Odd... I thought it was getting *less* complicated, imho... Anyway, the api is such that it would be rather easy to write a custom cli interface. -- Andy Harrison From aharrison at gmail.com Fri Dec 17 06:33:30 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 17 Dec 2004 06:33:30 -0500 Subject: [rt-users] Using !Group in queue permissions In-Reply-To: <41C1F1DF.3090705@inscriber.com> References: <41C1F1DF.3090705@inscriber.com> Message-ID: On Thu, 16 Dec 2004 15:36:47 -0500, Graham Dunn wrote: > Our "General" queue needs "everyone" view permissions (as we let > unpriveledged users track their tickets), but people in our external > support group do not want to see those tickets on their "newest unowned > tickets" list. > > Short of changing the SQL select statement for that box, is there a way > to set this up using queue permissions? Not a way of which I'm aware, but you could modify the unowned tickets list easily. Copy /share/html/Elements/MyRequests to /local/html/Elements/SupportRequests and modify it however you like. Then copy /share/html/index.html to /local/html/index.html and modify it. Use my GroupMembershipCheck code here: http://wiki.bestpractical.com/index.cgi?GroupMembershipCheck Then you can do something like this in the index.html. This is what I use for our network dept, for example. % $GroupObj->LoadUserDefinedGroup( 'Network' ); % my $HasMemberNetwork = $GroupObj->HasMemberRecursively( $PrincipalObj ); % unless ( $HasMemberNetwork ) { <& /Elements/MyRequests &> % } elsif ( $HasMemberNetwork ) { <& /Elements/NetworkRequests &> % } -- Andy Harrison From aharrison at gmail.com Fri Dec 17 06:40:08 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 17 Dec 2004 06:40:08 -0500 Subject: [rt-users] CLI question In-Reply-To: <20041217081753.GA14695@qwestip.net> References: <20041217081753.GA14695@qwestip.net> Message-ID: On Fri, 17 Dec 2004 03:17:53 -0500, Asif Iqbal wrote: > > Is there a way I can see the content of the ticket, and all > transactions? No, but it's not that hard. rt show ticket/23547/history This will reveal the transactions in the ticket and then you can select a transaction to view. rt show ticket/23547/history/id/12345 Use the appropriate transaction id. -- Andy Harrison From aharrison at gmail.com Fri Dec 17 09:33:21 2004 From: aharrison at gmail.com (Andy Harrison) Date: Fri, 17 Dec 2004 09:33:21 -0500 Subject: [rt-users] CLI question In-Reply-To: References: Message-ID: On Fri, 17 Dec 2004 08:58:36 -0500, Roland, Ryan M wrote: > While we're asking CLI questions; Is there a way to set custom fields when > creating a ticket via the CLI tool? I couldn't even figure out how to get it *show* the custom fields, let alone set them. -- Andy Harrison From lendl at nic.at Fri Dec 17 11:55:23 2004 From: lendl at nic.at (Otmar Lendl) Date: Fri, 17 Dec 2004 17:55:23 +0100 Subject: [rt-users] FreezeThaw error in RT3 In-Reply-To: <41C1790B.7020709@acronis.com> References: <41C0769B.8070007@sun.com> <41C1790B.7020709@acronis.com> Message-ID: <20041217165523.GA14670@nic.at> On 2004/12/16 13:12, "Ruslan U. Zakirov" wrote: > It's minor bug happens when you try to search with wide chars. > I don't know is it fixed or not in mainline. I've fixed it locally, but > can't find required patch. > I get this errors as well. A patch would be very welcome. /ol -- < Otmar Lendl (lendl at nic.at) | nic.at Systems Engineer > From ai1 at ipaccess.com Fri Dec 17 11:34:14 2004 From: ai1 at ipaccess.com (Anton Ivanov) Date: Fri, 17 Dec 2004 16:34:14 +0000 Subject: [rt-users] Straneg bug in group membership 3.2.2 Message-ID: <41C30A86.7000805@ipaccess.com> Bug is as follows: When deleting a group member the apache-perl process goes into a tail-spin, slowly eating all memory (it is not very fast, around 700MB in 30 seconds on a dual opteron). No action seems to be taken. Stracing the process shows running selects versus the database without doing much else. I tried to work out where the group ID is stored in the database, but I have to admit that I am possibly too stupid. I see two locations in the db - GroupMembers and CachedGroupMembers. If you delete the relevant entry from both the user goes away, but still appears as an AdminCc when working on a ticket. It picks it up from somewhere else, if someone knows from where it will be much appreciated. I ended up disabling the group and recreating it under a new name which fixed the problem. Has anybody else seen this? (I am currently digging through the archives, but have not found this particular one yet). A. From jesse at bestpractical.com Fri Dec 17 15:27:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Dec 2004 15:27:39 -0500 Subject: [rt-users] RT 3.2.2 CLI 'Malformed response' errors In-Reply-To: <16833.61277.113701.229133@gargle.gargle.HOWL> References: <16833.61277.113701.229133@gargle.gargle.HOWL> Message-ID: <20041217202738.GK29397@bestpractical.com> On Thu, Dec 16, 2004 at 03:26:05PM -0500, John Stoffel wrote: > > Hi all, > > If I use the 'rt' perl tool to do a query from the command line, I > get "Malformed RT reposonse" erorrs: > > # ./rt ls "Status='new'" > Password: > rt: Malformed RT response from http://rt3.taec.toshiba.com/. > (Rerun with RTDEBUG=3 for details.) The following patch fixes this and will be in 3.2.3 === html/REST/1.0/search/ticket ================================================================== --- html/REST/1.0/search/ticket (revision 1984) +++ html/REST/1.0/search/ticket (local) @@ -135,7 +135,7 @@ $output = form_compose(\@output) if @output; OUTPUT: -$m->out("RT/". $RT::VERSION . " " . $status); +$m->out("RT/". $RT::VERSION . " " . $status ."\n\n"); $m->out($output ); From rmroland at indiana.edu Fri Dec 17 08:58:36 2004 From: rmroland at indiana.edu (Roland, Ryan M) Date: Fri, 17 Dec 2004 08:58:36 -0500 Subject: [rt-users] CLI question Message-ID: While we're asking CLI questions; Is there a way to set custom fields when creating a ticket via the CLI tool? Thanks, Ryan Roland Application Developer Information Technology Division of Recreational Sports Indiana University 812.855.9617 rmroland at indiana.edu -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy Harrison Sent: Friday, December 17, 2004 06:40 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CLI question On Fri, 17 Dec 2004 03:17:53 -0500, Asif Iqbal wrote: > > Is there a way I can see the content of the ticket, and all > transactions? No, but it's not that hard. rt show ticket/23547/history This will reveal the transactions in the ticket and then you can select a transaction to view. rt show ticket/23547/history/id/12345 Use the appropriate transaction id. -- Andy Harrison _______________________________________________ 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 -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3030 bytes Desc: not available URL: From bblakely at gmail.com Sat Dec 18 20:36:05 2004 From: bblakely at gmail.com (Ben Blakely) Date: Sat, 18 Dec 2004 20:36:05 -0500 Subject: [rt-users] Closing a Ticket via Email Message-ID: <30322e8d04121817362dd0bd13@mail.gmail.com> Hello, Just wondering if anyone is familiar with ways you can close tickets via email? Thanks, Ben Blakely From rt at apocalyptech.com Sat Dec 18 20:47:56 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Sat, 18 Dec 2004 19:47:56 -0600 Subject: [rt-users] Closing a Ticket via Email In-Reply-To: <30322e8d04121817362dd0bd13@mail.gmail.com> References: <30322e8d04121817362dd0bd13@mail.gmail.com> Message-ID: <20041219014756.GA2856@unisrv.net> Ben Blakely wrote: > Just wondering if anyone is familiar with ways you can close tickets via email? This has been through a number of times on the list, but scrips are the way to go. I've got this in "custom action cleanup code" on an "on correspond" scrip: my $header = 'RTC-Set-Owner'; if ($self->TransactionObj->Attachments->First->GetHeader($header) ne '') { $self->TicketObj->SetOwner($self->TransactionObj->Attachments->First->GetHeader($header)); } $header = 'RTC-Set-Status'; if ($self->TransactionObj->Attachments->First->GetHeader($header) ne '') { $self->TicketObj->SetStatus($self->TransactionObj->Attachments->First->GetHeader($header)); } 1; There's probably better ways to do it, but that works well for me. -CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From ruediger.riediger at sun.com Sun Dec 19 10:57:41 2004 From: ruediger.riediger at sun.com (Ruediger Riediger) Date: Sun, 19 Dec 2004 16:57:41 +0100 Subject: [rt-users] FreezeThaw error in RT3 In-Reply-To: <41C1790B.7020709@acronis.com> References: <41C0769B.8070007@sun.com> <41C1790B.7020709@acronis.com> Message-ID: <41C5A4F5.8010302@sun.com> Ruslan U. Zakirov wrote: > It's minor bug happens when you try to search with wide chars. > I don't know is it fixed or not in mainline. I've fixed it locally, but > can't find required patch. if you could find the fix, that would be very much appreciated. It's not fixed in the mainline, this error is from 3.0.12. Best regards, Ruediger Riediger -- Dr. Ruediger Riediger Sun Microsystems GmbH NSG - SunCERT Komturstr. 18a mailto:Ruediger.Riediger at Sun.com D-12099 Berlin ------------------------------------------------------------------------ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ------------------------------------------------------------------------ PGP 2048RSA/0x2C5020E9 964C E189 0FF0 8882 2BAB 65E2 6912 1FF2 ------------------------------------------------------------------------ From ananth at prismmicrosys.com Sun Dec 19 18:49:52 2004 From: ananth at prismmicrosys.com (A N Ananth) Date: Sun, 19 Dec 2004 18:49:52 -0500 Subject: [rt-users] Suppressing e-mail when resolving a ticket In-Reply-To: References: Message-ID: When tickets are Resolved, we use the predefined ruke On Resolve Notify Requestors with template Resolved However, sometimes but not always, we would like to suppress the outgoing e-mail to the Requestor. Has this already been discussed? I was not able to find such a discussion in the Wiki or recently in this list. Tks in advance for any suggestions. -- A N Ananth ananth at prismMicrosys.com Prism Microsystems, Inc Tel: 410.953.6776 x223 From aharrison at gmail.com Sun Dec 19 20:39:11 2004 From: aharrison at gmail.com (Andy Harrison) Date: Sun, 19 Dec 2004 20:39:11 -0500 Subject: [rt-users] Suppressing e-mail when resolving a ticket In-Reply-To: References: Message-ID: On Sun, 19 Dec 2004 18:49:52 -0500, A N Ananth wrote: > When tickets are Resolved, we use the predefined ruke > On Resolve Notify Requestors with template Resolved > > However, sometimes but not always, we would like to suppress the outgoing > e-mail to the Requestor. > > Has this already been discussed? I was not able to find such a discussion > in the Wiki or recently in this list. > > Tks in advance for any suggestions. I'm sure there's better ways, but I do it this way. Use a custom field for this and then modify your scrip. If you have a simple custom field named 'Supress' with a simple Yes/No choice, it would look something like this: Scrip Condition: User-defined Custom condition: return undef unless ($self->TransactionObj->Type eq "Create"); return undef if ($self->TicketObj->FirstCustomFieldValue('Supress') =~ /Yes/i); return 1; Action... (your notification of choice) -- Andy Harrison From rt at chaka.net Sun Dec 19 21:37:22 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 19 Dec 2004 21:37:22 -0500 Subject: [rt-users] Suppressing e-mail when resolving a ticket In-Reply-To: References: Message-ID: <20041220023722.GL11055@chaka.net> Maybe the On Resolve Notify scrip could check if the previous transaction was a comment and if so skip the notification... On Sun, Dec 19, 2004 at 06:49:52PM -0500, A N Ananth wrote: > When tickets are Resolved, we use the predefined ruke > On Resolve Notify Requestors with template Resolved > > However, sometimes but not always, we would like to suppress the outgoing > e-mail to the Requestor. > > Has this already been discussed? I was not able to find such a discussion > in the Wiki or recently in this list. > > Tks in advance for any suggestions. > -- > A N Ananth ananth at prismMicrosys.com > Prism Microsystems, Inc Tel: 410.953.6776 x223 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From edward.vielmetti at gmail.com Sun Dec 19 22:45:31 2004 From: edward.vielmetti at gmail.com (Edward Vielmetti) Date: Sun, 19 Dec 2004 22:45:31 -0500 Subject: [rt-users] Seeking open source project using RT for customer support In-Reply-To: <20041220023722.GL11055@chaka.net> References: <20041220023722.GL11055@chaka.net> Message-ID: <343d895504121919451beaaf57@mail.gmail.com> I'm looking for an open source project that's currently using RT to handle its support requests, one that would be willing to take me on as a ticket-handler for a short while so that I can get some hands on experience in how someone else has organized a support queue. thanks Ed edward.vielmetti at gmail.com From pape-rt at inf.fu-berlin.de Mon Dec 20 03:10:48 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 20 Dec 2004 09:10:48 +0100 Subject: [rt-users] anyone else? rt3.2.2+apache2+fastcgi - problem with mailgate (double utf8-encoding) In-Reply-To: References: Message-ID: Hello rt-users, here is an update to the issue, which I still do not understand. I expected that writing AddDefaultCharset UTF-8 into the virtualhost or rt location forces apache2 to always send an answer marked as charset=utf-8, but that does not happen. I now have "AddDefaultCharset UTF-8" in my server config, virtual host section *and* rt location, but the answer from mailgate is still marked as "ISO-8859-1" (see packet dump below) yielding in the warning/error described in the original post. ===== Date: Mon, 20 Dec 2004 08:00:57 GMT Server: Apache/2.0.52 (Debian GNU/Linux) mod_auth_kerb/5.0-rc5 mod_fastcgi/2.4.2 PHP/4.3.9-1 mod_ssl/2.0.52 OpenSSL/0.9.7e Connection: close Transfer-Encoding: chunked Content-Type: text/html; charset=ISO-8859-1 72 okTicket: 11711Queue: rt.testOwner: NobodyStatus: newSubject: testticket f..r rtRequestor: pape-rt at mi.fu-berlin.de ===== Could it be, that FastCgiServer is ignoring "AddDefaultCharset UTF-8"? Dirk. --Am Dienstag, 14. Dezember 2004 9:40 Uhr +0100 schrieb Dirk Pape : > Hello, > > anybody seeing this same problem with apache2 and fastcgi 2.4.2: > > When posting an email with german umlauts in Subject into RT, an email > bounce is created with the following error message > > Parsing of undecoded UTF-8 will give garbage when decoding entities at > /export/perl-5.8.5/lib/site_perl/5.8.5/LWP/Protocol.pm line 114, <> chunk > 1. > > The email is correctly accepted by RT (a ticket is created in the DB > without any visible encoding problems) but the annoying bounce is created. > > !! The same email (I attach an example) posted to the same RT (really the > same files) running under apache 1.3.33 with fastcgi 2.2.10 will be > accepted without the error bounce. > > complete configuration below! > > TRACKED DOWN to the following: > > I can reproduce the error by piping the test message into rt-mailgate > (with --debug) when apache2 is up and saw the difference when piping the > same email to the same rt-mailgate when apache 1.3 is up: > > rt-mailgate dumps the content of the answer of apache to stdout and this > shows: > > apache 1.3 (correct!) > Ok.....Subject:testticket f?r RT..... > > apache 2 (incorrect, parser complains) > Ok.....Subject:testticket f??r RT..... > > where ?? are the characters I use to see if utf8 - "?" is encoded to utf8 > again. > > I can send apache2 and apache1 config file snippets if needed, but I am > quite sure apache config is correct (yes, I use AddDefaultCharset UTF-8 > in the location serving rt/REST). > > Any help appreciated, > Dirk. > > problematic configuration > > Debian Linux (sarge) > RT 3.2.2 > RTFM 2.0.4 > Apache/2.0.52 > perl 5.8.5 > fastcgi 2.4.2 > mysql 4.0.22 > > unproblematic configuration > > Debian Linux (sarge) > *same* RT instance > *same* RTFM instance > Apache/1.3.33 Ben-SSL/1.55 > *same* perl > fastcgi 2.2.10 > *same* mysql server and DB From yoav_artzi at il.vio.com Mon Dec 20 05:38:58 2004 From: yoav_artzi at il.vio.com (Yoav Artzi) Date: Mon, 20 Dec 2004 11:38:58 +0100 Subject: [rt-users] A few questions about creating fields Message-ID: <41C6ABC2.8030702@il.vio.com> 1. Is it possible to create linked fields, meaning: Field1 will include a project (for example) and field2 will include a subject, when I will choose the project a the default value of the field2 will change to the first subject listed for that project. 2. Is it possible to define RT to sort fields by name automatically without defining a soft number for each item? 3. How can I insert many items into a selection field at once? Is there a txt file that contains the values which I can edit directly? Thanks. From Ruslan.Zakirov at acronis.com Mon Dec 20 05:34:16 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 20 Dec 2004 13:34:16 +0300 Subject: [rt-users] A few questions about creating fields In-Reply-To: <41C6ABC2.8030702@il.vio.com> References: <41C6ABC2.8030702@il.vio.com> Message-ID: <41C6AAA8.6050602@acronis.com> Yoav Artzi wrote: > 1. Is it possible to create linked fields, meaning: > Field1 will include a project (for example) and field2 will include a > subject, when I will choose the project a the default value of the > field2 will change to the first subject listed for that project. In http://wiki.bestpractical.com/?GeneralWishList - "Enhanced CustomFields" > > 2. Is it possible to define RT to sort fields by name automatically > without defining a soft number for each item? May be it's in latest versions, if it isn't then you can hack it easily. > > 3. How can I insert many items into a selection field at once? Is there > a txt file that contains the values which I can edit directly? You can do it with commandline tool. Search in archives for examples of such scripts and on wiki. > > Thanks. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ruslan.Zakirov at acronis.com Mon Dec 20 05:41:28 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Mon, 20 Dec 2004 13:41:28 +0300 Subject: [rt-users] Straneg bug in group membership 3.2.2 In-Reply-To: <41C30A86.7000805@ipaccess.com> References: <41C30A86.7000805@ipaccess.com> Message-ID: <41C6AC58.302@acronis.com> Anton Ivanov wrote: > Bug is as follows: > > When deleting a group member the apache-perl process goes into a > tail-spin, slowly eating all memory (it is not very fast, around 700MB > in 30 seconds on a dual opteron). No action seems to be taken. Stracing > the process shows running selects versus the database without doing much > else. Could you turn on SQL logging in your DB and send us query log? Could you try 3.2.3rc1 from http://download.bestpractical.com/pub/rt/devel/ and see if this fixed there. [snip] > Has anybody else seen this? (I am currently digging through the > archives, but have not found this particular one yet). > > A. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From Ian.Grant at cl.cam.ac.uk Mon Dec 20 10:11:18 2004 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Mon, 20 Dec 2004 15:11:18 +0000 Subject: [rt-users] Using !Group in queue permissions In-Reply-To: <41C1F1DF.3090705@inscriber.com> References: <41C1F1DF.3090705@inscriber.com> Message-ID: <20041220151118.275fc653@sark.cl.cam.ac.uk> Oops. This time here's the attachment that should have gone with my previous reply. Sorry. On Thu, 16 Dec 2004 15:36:47 -0500 Graham Dunn wrote: > Our "General" queue needs "everyone" view permissions (as we let > unpriveledged users track their tickets), but people in our external > support group do not want to see those tickets on their "newest > unowned tickets" list. > > Short of changing the SQL select statement for that box, is there a > way to set this up using queue permissions? Here is a local/html/Elements/MyRequests which overrides the one supplied in rt-3.2.2. It only lists tickets which are on queues which are also the names of groups the user is a member of. So as long as your external support people are not members of a group 'General' they will not be offered those tickets. It would have been nicer to have a method of determining whether the current user has a right to own tickets on the queue before listing those tickets here but I don't know how to do that. Determining user rights seems to be somewhat involved and not something one can make a clause in the Elements/TicketList query. I hope someone will correct me if I'm wrong. -------------- next part -------------- A non-text attachment was scrubbed... Name: MyRequests Type: application/octet-stream Size: 3450 bytes Desc: not available URL: From Ian.Grant at cl.cam.ac.uk Mon Dec 20 10:09:05 2004 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Mon, 20 Dec 2004 15:09:05 +0000 Subject: [rt-users] Using !Group in queue permissions In-Reply-To: <41C1F1DF.3090705@inscriber.com> References: <41C1F1DF.3090705@inscriber.com> Message-ID: <20041220150905.65301381@sark.cl.cam.ac.uk> On Thu, 16 Dec 2004 15:36:47 -0500 Graham Dunn wrote: > Our "General" queue needs "everyone" view permissions (as we let > unpriveledged users track their tickets), but people in our external > support group do not want to see those tickets on their "newest > unowned tickets" list. > > Short of changing the SQL select statement for that box, is there a > way to set this up using queue permissions? Here is a local/html/Elements/MyRequests which overrides the one supplied in rt-3.2.2. It only lists tickets which are on queues which are also the names of groups the user is a member of. So as long as your external support people are not members of a group 'General' they will not be offered those tickets. It would have been nicer to have a method of determining whether the current user has a right to own tickets on the queue before listing those tickets here but I don't know how to do that. Determining user rights seems to be somewhat involved and not something one can make a clause in the Elements/TicketList query. I hope someone will correct me if I'm wrong. From les at futuresource.com Mon Dec 20 12:34:28 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 20 Dec 2004 11:34:28 -0600 Subject: [rt-users] postgresql OK now? Message-ID: <1103564068.12147.7.camel@moola.futuresource.com> Are there any remaining performance issues with postgresql for RT3? Now that Fedora core3 is shipping 7.4.x I'm considering switching to it to have something that will be maintained automatically as part of the distribution updates. --- Les Mikesell les at futuresource.com From steve at n2sw.com Mon Dec 20 13:31:10 2004 From: steve at n2sw.com (steve) Date: Mon, 20 Dec 2004 13:31:10 -0500 Subject: [rt-users] ldap users Message-ID: <41C71A6E.8030802@n2sw.com> hi all, i have all my users authenticating via ldap, and when they log in they see everything, including the configuration tab on the left side, which means that they can see that there is an account called superuser etc..., while they can not modify any of this info i would like for all users except those specified to not be able to see the configuration tab on the left. is this possible, if so how do i go about doing this, also for those of you that need to authenticate via ldap here is how to do it in 3 steps, add this to RT_Site_config.pm $LDAPExternalAuth = 1; $LdapServer="ldap.mydomain.com"; $LdapUser="cn=DADDY,o=MAMA"; $LdapPass="PASS"; $LdapBase=""; $LdapUidAttr="uid"; $LdapFilter="(objectclass=*)"; $LdapTLS = 0; $LdapGroup ="cn=NY-Everyone,ou=Groups,ou=NY,ou=YOYO,ou=MAMA"; $LdapGroupAttribute = 'member'; then in httpd.conf ServerName rt.mydomain.com DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason AuthName "RT Web Users" AuthType Basic AuthLDAPAuthoritative off AuthLDAPurl ldap://ldap.mydomain.com/?cn?sub require valid-user you must install auth_ldap first, and in freebsd this is not mod_ldap but auth_ldap and is located in /usr/ports/www/auth_ldap -------------- next part -------------- A non-text attachment was scrubbed... Name: steve.vcf Type: text/x-vcard Size: 774 bytes Desc: not available URL: From conley at kana.com Mon Dec 20 13:30:02 2004 From: conley at kana.com (Mike Conley) Date: Mon, 20 Dec 2004 10:30:02 -0800 Subject: [rt-users] Final Reply (not Comment) on Resolve Patch? Message-ID: <99F40AFE954578458374B14F71A6B066032A9E97@KSW-MSG-01.kana.com> On resolve, there is space given for entering one last comment, but people always seem to assume this is sent to the requestor. Wouldn't it be better to have a field for sending mail (the more common case) than a comment (a rarer case at least for us). Of course, maybe it would be best to have both or the option of setting things up one way or another. If the field is blank, naturally you wouldn't want to send anything. If someone has patches for this (I know about the e-mail last comment on resolve patch-- not quite the same thing) that would be great. James "Mike" Conley From rt at chaka.net Mon Dec 20 13:21:36 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 20 Dec 2004 13:21:36 -0500 Subject: [rt-users] ldap users In-Reply-To: <41C71A6E.8030802@n2sw.com> References: <41C71A6E.8030802@n2sw.com> Message-ID: <20041220182136.GN11055@chaka.net> http://wiki.bestpractical.com/index.cgi?HideConfigurationTab On Mon, Dec 20, 2004 at 01:31:10PM -0500, steve wrote: > hi all, i have all my users authenticating via ldap, and when they log > in they see everything, including the configuration tab on the left > side, which means that they can see that there is an account called > superuser etc..., while they can not modify any of this info i would > like for all users except those specified to not be able to see the > configuration tab on the left. > > is this possible, if so how do i go about doing this, > > also for those of you that need to authenticate via ldap here is how to > do it in 3 steps, > > add this to RT_Site_config.pm > $LDAPExternalAuth = 1; > $LdapServer="ldap.mydomain.com"; > $LdapUser="cn=DADDY,o=MAMA"; > $LdapPass="PASS"; > $LdapBase=""; > $LdapUidAttr="uid"; > $LdapFilter="(objectclass=*)"; > $LdapTLS = 0; > $LdapGroup ="cn=NY-Everyone,ou=Groups,ou=NY,ou=YOYO,ou=MAMA"; > $LdapGroupAttribute = 'member'; > > > then in httpd.conf > > ServerName rt.mydomain.com > DocumentRoot /usr/local/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /usr/local/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > AuthName "RT Web Users" > AuthType Basic > AuthLDAPAuthoritative off > AuthLDAPurl ldap://ldap.mydomain.com/?cn?sub > require valid-user > > > > > you must install auth_ldap first, and in freebsd this is not mod_ldap > but auth_ldap and is located in /usr/ports/www/auth_ldap > > > > > > > _______________________________________________ > 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 Dec 20 14:16:41 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Dec 2004 14:16:41 -0500 Subject: [rt-users] [Rt-announce] RT 3.4.0rc1 Message-ID: <20041220191641.GK28554@bestpractical.com> I'm pleased to announce the first release candidate of RT 3.4.0. This release contains all functionality we expect to be present in RT 3.4.0 and has been tested by a number of beta testers and is now ready for wider exposure in advance of its official release (which could be as early as next week if feedback is positive.) Please download RT 3.4.0rc1 from: http://download.bestpractical.com/pub/rt/devel/ SHA1 sums: 0d71fe1d1441cb319bc5989b525e454a8018876a rt-3.4.0rc1.tar.gz 37500c9ca39d2c7493c592ae258d5751adc94c6d rt-3.4.0rc1.tar.gz.sig We appreciate any and all feedback. Please report bugs to rt-devel at lists.bestpractical.com if you're already subscribed there or to rt-bugs at fsck.com if not. RT 3.4 represents significant improvement and stabilization of RT relative to 3.2.0 and boasts a host of new features. The largest user-visible change is a completely rewritten custom fields system. Custom fields can now be created for users, groups and ticket transactions. Additionally, we've now got "full text", "file upload" and "image upload" custom fields. On top of that, you can now apply custom fields to a set of queues (rather than just one-or-all, like RT 3.2). On the inside, we've done a significant amount of work cleaning up and restructuring RT's codebase. We've added a whole slew of new tests and overhauled the test infrastructure. We've added a new "developer mode" to RT, which allows you to modify RT's libraries on the fly and have the webserver pick them up instantly. Oh. And we made it faster. Jesse -- _______________________________________________ RT-Announce mailing list RT-Announce at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce From rt at chaka.net Mon Dec 20 14:03:41 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 20 Dec 2004 14:03:41 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041117041703.GO28077@pallas.eruditorum.org> References: <20041117041703.GO28077@pallas.eruditorum.org> Message-ID: <20041220190341.GA22311@chaka.net> RT 3.4rc1 still has this issue. -Todd On Tue, Nov 16, 2004 at 11:17:03PM -0500, Jesse Vincent wrote: > Module Refresh 0.05, now on CPAN should fix this issue. > > > On Tue, Nov 16, 2004 at 03:32:06PM -0500, Bruce Segal wrote: > > change Module::Refresh 0.03 to Module::Refresh -> no segfault (freebsd 4.10) > > > > ... > > Test::WWW::Mechanize ...found > > Module::Refresh ...found > > MYSQL dependencies: > > DBD::mysql 2.1018...found > > > > > > > > > > _______________________________________________ > > 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 jesse at bestpractical.com Mon Dec 20 14:50:36 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Dec 2004 14:50:36 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041220190341.GA22311@chaka.net> References: <20041117041703.GO28077@pallas.eruditorum.org> <20041220190341.GA22311@chaka.net> Message-ID: <20041220195036.GM28554@bestpractical.com> On Mon, Dec 20, 2004 at 02:03:41PM -0500, Todd Chapman wrote: > RT 3.4rc1 still has this issue. What version of module::refresh do you have? > -Todd > From rt at chaka.net Mon Dec 20 14:20:35 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 20 Dec 2004 14:20:35 -0500 Subject: [rt-users] RT 3.3.11 make testdeps = segfault In-Reply-To: <20041220195036.GM28554@bestpractical.com> References: <20041117041703.GO28077@pallas.eruditorum.org> <20041220190341.GA22311@chaka.net> <20041220195036.GM28554@bestpractical.com> Message-ID: <20041220192035.GO11055@chaka.net> 0.03. I upgraded it using CPAN shell a now fixdeps handles everything else without problem. On Mon, Dec 20, 2004 at 02:50:36PM -0500, Jesse Vincent wrote: > > > > On Mon, Dec 20, 2004 at 02:03:41PM -0500, Todd Chapman wrote: > > RT 3.4rc1 still has this issue. > > What version of module::refresh do you have? > > > -Todd > > From vivek at khera.org Mon Dec 20 16:46:33 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 20 Dec 2004 16:46:33 -0500 Subject: [rt-users] postgresql OK now? In-Reply-To: <1103564068.12147.7.camel@moola.futuresource.com> References: <1103564068.12147.7.camel@moola.futuresource.com> Message-ID: <9D757F90-52D0-11D9-A87E-000A9578CFCC@khera.org> On Dec 20, 2004, at 12:34 PM, Les Mikesell wrote: > Are there any remaining performance issues with postgresql for RT3? > Now > that Fedora core3 is shipping 7.4.x I'm considering switching to it to > have something that will be maintained automatically as part of the > distribution updates. If you find some issues with speed and a large ticket database, perhaps trying my optimized indexes posted here a few months back will help. I find it quite reasonably fast and I have several tens of thousands of tickets. Vivek Khera, Ph.D. +1-301-869-4449 x806 From sturner at MIT.EDU Mon Dec 20 16:48:22 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Dec 2004 16:48:22 -0500 Subject: [rt-users] Queue Email to create a ticket In-Reply-To: <1103226354.31983.45.camel@pricli010.tanval.com> Message-ID: <5.2.1.1.2.20041220164707.022f6bf8@po14.mit.edu> Hello Billy, I sounds like you need Dirk Pape's Extract Custom Fields extension to RT. See http://wiki.bestpractical.com/index.cgi?Contributions under ScripActions. Good luck, Steve At Thursday 12/16/2004 02:45 PM, Billy O'Connell wrote: >Hello, > >I have just recently begun to fool around with RT. I am trying to set >up email that will open up a ticket and fill in the fields via the body >of the email. I have created a custom queue, called bugs. Using the >reply-to email address, rt-bugs at abc.com, I can send an email and open up >a ticket, but the data entered in the email body does not . Here is a >look at the email body: > >Queue: defects >Subject: Test Defect Queue Mail >Owner: billy at abc.com >Requestor: billy at abc.com >CustomField-1: Defects >ContentType: text/plain >Ticket Type: Bugs >Severity: Critical >Content: >E-mail ticket test #1 >Testing Email functionalitiy to see if custom fields are filled in. >ENDOFCONTENT > >==== >This messages shows up in the correct queue, but only in the History >section, not in the place where I would like it to go; From the open >ticket: > >X Custom Fields >Ticket Type: >(no value) >Severity: >(no value) >X People >Owner: >Nobody > >Can anyone give me a hand here? Is it possible to do what I want to? >Let me know if more information is needed, and my apologies if this is >trivial. > >TIA >Billy Stephen Turner Senior Programmer/Analyst - Client Support Services Information Services and Technology (IS&T) sturner at mit.edu From Rich.West at wesmo.com Mon Dec 20 17:46:26 2004 From: Rich.West at wesmo.com (Rich West) Date: Mon, 20 Dec 2004 17:46:26 -0500 Subject: [rt-users] Mod_FastCgi and RT Message-ID: <41C75642.7070107@wesmo.com> I have a peculiar situation which crept up only a few weeks ago and I have been able to narrow it down to RT + mod_FastCgi. About 3 weeks ago, I updated to the latest FC2 kernel and a number of other nondescript packages. Around the same time, I started experiencing, on a nightly basis around 4:30am, where the web server would be unresponsive. The server was running, but not handling any requests. Restarting the web server would bring it back on-line until the next evening. I'll omit all of the debugging here as it would not be relevant, but suffice it to say that at 4:20am, logrotate would come along and kill -USR1 httpd after rotating the logs, which was the same time that things tanked out. Sounds like an Apache problem, right? Well, I dug further, and recompiled the custom modules that we utilize (mod_auth_ldap2 and mod_fastcgi) to use the newer version of the web server. We're pretty stuck on mod_fastcgi 2.4.0 because 2.4.2 does not support running FastCgiServer processes within VirtualHosts (who thought disabling that was a good idea?!). Long story short, it turns out that, upon startup, if a FastCGI server is configured to run, *most* of the httpd processes are running as root (bad) and the remaining 2 or 3 are running as the apache user (not including the parent process, of course). In the situations where the server was unresponsive from 4:20am, all of the processes were running as root. So, if all of the processes were running as root, the web server is completely unresponsive. So, if I disable the FastCgiServer processes (just commenting them out) and start up the server, everything comes up just fine.. If I have the FastCgiServer processes enabled, then 2 or 3 of forked web server processes run as apache, the rest run as root.. Is this just us?! Could this be kernel related? I've personally been using RT with mod_fastcgi for ages.. it is just plain odd that it has tanked out on us like this. I'm thinking of moving back from mod_fastcgi to mod_perl... -Rich From Rich.West at wesmo.com Mon Dec 20 21:29:21 2004 From: Rich.West at wesmo.com (Rich West) Date: Mon, 20 Dec 2004 21:29:21 -0500 Subject: [rt-users] RT + Mod_Perl + VirtualHosts Message-ID: <41C78A81.2080209@wesmo.com> I'm pretty much done fighting with mod_fastcgi. It was good while it lasted, but I couldn't expend much more energy in to debugging the issues I had, so I backed out to mod_perl. I've managed to get one of the two virtual hosts up and running with no problems. The second virtual host, for some reason, always comes back with a 404 error page. I went so far as to make the configuration as simple as possible. I'm getting bleary eyed, so it is likely that I am missing something obvious.. ServerAdmin Support at private.host ServerName rt.private.host DocumentRoot /var/www/html/rt.private.host/rt3/share/html ErrorLog /var/www/html/rt.private.host/logs/error_log CustomLog /var/www/html/rt.private.host/logs/access_log combined ScriptAlias /cgi-bin/ /var/www/html/adm.private.host/cgi-bin/ AddDefaultCharset UTF-8 PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html PerlModule Apache::DBI PerlRequire /var/www/html/rt.private.host/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason The server worked under mod_fastcgi at one point in time (for a very long time, in fact), so the permissions are correct on the directory structure (I checked and re-checked). Is there any way I can find out what in the world it is doing? The logs are rather bland with only the following (and nothing in the error_log): my.internal.ip.addr - - [20/Dec/2004:21:26:05 -0500] "GET / HTTP/1.1" 404 278 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) Gecko/20041107 Firefox/1.0" Any tips would be wonderful at this point. :) -Rich From David.Harrison at sensorynetworks.com Mon Dec 20 23:05:35 2004 From: David.Harrison at sensorynetworks.com (Dave Harrison) Date: Tue, 21 Dec 2004 15:05:35 +1100 Subject: [rt-users] RT3 and HTML emails Message-ID: <20041221040535.GA9684@sensorynetworks.com> Hi all, I'm using RT3.2.1, and I'm finding that when a user sends in an email which contains HTML markup, RT will happily take it into the system and display it to screen, but the emails which are sent back to the submitting user contain the line : "This transaction appears to have no content" Any ideas on what a good solution for this is ? I found a post about using HTML::Scrubber, but I'm pondering where the best place is to use it (perhaps the mailgate ?) cheers Dave From tomas.olaj at usit.uio.no Tue Dec 21 05:28:50 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Tue, 21 Dec 2004 11:28:50 +0100 (CET) Subject: [rt-users] BCC creates ticket Message-ID: Hello, It is reported to me that when You send a new ticket to a queue with other queue-names as BCC-receipients, a new ticket was created in the bcc queues. Is that correct? Not sure if I got it right, since I haven't tested it, but RT should normally not create a ticket when it receive BCC-mails? 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 wash at wananchi.com Tue Dec 21 07:44:14 2004 From: wash at wananchi.com (Odhiambo Washington) Date: Tue, 21 Dec 2004 15:44:14 +0300 Subject: [rt-users] RT + Mod_Perl + VirtualHosts In-Reply-To: <41C78A81.2080209@wesmo.com> References: <41C78A81.2080209@wesmo.com> Message-ID: <20041221124414.GC3177@ns2.wananchi.com> * Rich West [20041221 05:31]: wrote: > I'm pretty much done fighting with mod_fastcgi. It was good while it > lasted, but I couldn't expend much more energy in to debugging the > issues I had, so I backed out to mod_perl. > > I've managed to get one of the two virtual hosts up and running with no > problems. The second virtual host, for some reason, always comes back > with a 404 error page. I went so far as to make the configuration as > simple as possible. I'm getting bleary eyed, so it is likely that I am > missing something obvious.. > > > ServerAdmin Support at private.host > ServerName rt.private.host > DocumentRoot /var/www/html/rt.private.host/rt3/share/html > ErrorLog /var/www/html/rt.private.host/logs/error_log > CustomLog /var/www/html/rt.private.host/logs/access_log combined > ScriptAlias /cgi-bin/ /var/www/html/adm.private.host/cgi-bin/ > AddDefaultCharset UTF-8 > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > PerlModule Apache::DBI > PerlRequire /var/www/html/rt.private.host/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > > The server worked under mod_fastcgi at one point in time (for a very > long time, in fact), so the permissions are correct on the directory > structure (I checked and re-checked). Is there any way I can find out > what in the world it is doing? The logs are rather bland with only the > following (and nothing in the error_log): > my.internal.ip.addr - - [20/Dec/2004:21:26:05 -0500] "GET / HTTP/1.1" > 404 278 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) > Gecko/20041107 Firefox/1.0" > > > Any tips would be wonderful at this point. :) You want to run two instances of RT using mod_perl? I have not been looking at the discussions on the list lately, but I doubt you will make it! To do it, you have to 1. Either run different two instances of Apache, or 2. Fix your mod_fastcgi problems and run just one Apache I am may be wrong but that is what I know. My knowledge could be outdated of course, given the expl. above. -Wash http://www.netmeister.org/news/learn2quote.html -- +======================================================================+ |\ _,,,---,,_ | Odhiambo Washington Zzz /,`.-'`' -. ;-;;,_ | Wananchi Online Ltd. www.wananchi.com |,4- ) )-,_. ,\ ( `'-'| Tel: +254 20 313985-9 +254 20 313922 '---''(_/--' `-'\_) | GSM: +254 722 743223 +254 733 744121 +======================================================================+ "Beware of bugs in the above code; I have only proved it correct, not tried it." -- Donald Knuth From Rich.West at wesmo.com Tue Dec 21 11:40:33 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 21 Dec 2004 11:40:33 -0500 Subject: [rt-users] RT + Mod_Perl + VirtualHosts In-Reply-To: <20041221124414.GC3177@ns2.wananchi.com> References: <41C78A81.2080209@wesmo.com> <20041221124414.GC3177@ns2.wananchi.com> Message-ID: <41C85201.80006@wesmo.com> *gack* That's what I was afraid of.. ok.. back to the drawing board with this apache & mod_fastcgi problem. -Rich Odhiambo Washington wrote: >* Rich West [20041221 05:31]: wrote: > > >>I'm pretty much done fighting with mod_fastcgi. It was good while it >>lasted, but I couldn't expend much more energy in to debugging the >>issues I had, so I backed out to mod_perl. >> >>I've managed to get one of the two virtual hosts up and running with no >>problems. The second virtual host, for some reason, always comes back >>with a 404 error page. I went so far as to make the configuration as >>simple as possible. I'm getting bleary eyed, so it is likely that I am >>missing something obvious.. >> >> >> ServerAdmin Support at private.host >> ServerName rt.private.host >> DocumentRoot /var/www/html/rt.private.host/rt3/share/html >> ErrorLog /var/www/html/rt.private.host/logs/error_log >> CustomLog /var/www/html/rt.private.host/logs/access_log combined >> ScriptAlias /cgi-bin/ /var/www/html/adm.private.host/cgi-bin/ >> AddDefaultCharset UTF-8 >> PerlSetVar MasonArgsMethod CGI >> PerlModule Apache2 Apache::compat >> RewriteEngine On >> RewriteRule ^(.*)/$ $1/index.html >> PerlModule Apache::DBI >> PerlRequire /var/www/html/rt.private.host/rt3/bin/webmux.pl >> >> SetHandler perl-script >> PerlHandler RT::Mason >> >> >> >> >>The server worked under mod_fastcgi at one point in time (for a very >>long time, in fact), so the permissions are correct on the directory >>structure (I checked and re-checked). Is there any way I can find out >>what in the world it is doing? The logs are rather bland with only the >>following (and nothing in the error_log): >>my.internal.ip.addr - - [20/Dec/2004:21:26:05 -0500] "GET / HTTP/1.1" >>404 278 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.7.5) >>Gecko/20041107 Firefox/1.0" >> >> >>Any tips would be wonderful at this point. :) >> >> > >You want to run two instances of RT using mod_perl? I have not been >looking at the discussions on the list lately, but I doubt you will >make it! To do it, you have to >1. Either run different two instances of Apache, or >2. Fix your mod_fastcgi problems and run just one Apache > >I am may be wrong but that is what I know. My knowledge could be >outdated of course, given the expl. above. > > > >-Wash > From les at futuresource.com Tue Dec 21 12:02:38 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 21 Dec 2004 11:02:38 -0600 Subject: [rt-users] Mod_FastCgi and RT In-Reply-To: <41C75642.7070107@wesmo.com> References: <41C75642.7070107@wesmo.com> Message-ID: <1103648557.29075.22.camel@les-home.futuresource.com> On Mon, 2004-12-20 at 16:46, Rich West wrote: > Well, I dug further, and recompiled the custom modules that we utilize > (mod_auth_ldap2 and mod_fastcgi) to use the newer version of the web > server. We're pretty stuck on mod_fastcgi 2.4.0 because 2.4.2 does not > support running FastCgiServer processes within VirtualHosts (who thought > disabling that was a good idea?!). I'm running a current FC2 with mod_fastcgi 2.4.2 (which I think came from (http://www.wesmo.com/redhat/i386/mod_fastcgi-2.4.2-1.i386.rpm), thanks, and it is running in a virtualhost with no problem. > So, if I disable the FastCgiServer processes (just commenting them out) > and start up the server, everything comes up just fine.. If I have the > FastCgiServer processes enabled, then 2 or 3 of forked web server > processes run as apache, the rest run as root.. Oh - you have more than one RT instance... What happens if you only run one? My FastCgiServer statement is in the global section but the scriptalias and AddHandler that invoke it are in a virtualhost. > Is this just us?! Could this be kernel related? I've personally been > using RT with mod_fastcgi for ages.. it is just plain odd that it has > tanked out on us like this. You may be the only one running multiple instances of RT in one httpd. > I'm thinking of moving back from mod_fastcgi to mod_perl... That will be even worse - you can't load different versions of the same libraries at the same time in mod_perl. The only clean way to do it is to run multiple httpd instances. You can hide the fact that you've done that by moving the ones running mod_perl to different ports and running an non mod_perl httpd on port 80 using ProxyPass or RewriteRule and ProxyPassReverse to dispatch requests to the correct server. --- Les Mikesell les at futuresource.com From Rich.West at wesmo.com Tue Dec 21 14:34:06 2004 From: Rich.West at wesmo.com (Rich West) Date: Tue, 21 Dec 2004 14:34:06 -0500 Subject: [rt-users] Mod_FastCgi and RT In-Reply-To: <1103648557.29075.22.camel@les-home.futuresource.com> References: <41C75642.7070107@wesmo.com> <1103648557.29075.22.camel@les-home.futuresource.com> Message-ID: <41C87AAE.4050002@wesmo.com> >I'm running a current FC2 with mod_fastcgi 2.4.2 (which I think came >from (http://www.wesmo.com/redhat/i386/mod_fastcgi-2.4.2-1.i386.rpm), >thanks, and it is running in a virtualhost with no problem. > > Heh.. :) I've been running with mod_fastcgi for some time now.. It has actually worked out rather well. Hence my frustration with things suddenly misbehaving. >Oh - you have more than one RT instance... What happens if you only >run one? My FastCgiServer statement is in the global section but the >scriptalias and AddHandler that invoke it are in a virtualhost. > > It seems to happen if I run one or many. I am beginning to suspect that one of the upgraded packages that I installed (via 'yum') must've hosed something. I am half tempted to set up a dummy server running FC3 and see how it behaves. > You may be the only one running multiple instances of RT in one httpd. Probably.. >That will be even worse - you can't load different versions of the same >libraries at the same time in mod_perl. The only clean way to do it is >to run multiple httpd instances. You can hide the fact that you've >done that by moving the ones running mod_perl to different ports and >running an non mod_perl httpd on port 80 using ProxyPass or RewriteRule >and ProxyPassReverse to dispatch requests to the correct server. > > Yup, that proved to be even worse. :) mod_perl works well for single installations, but it really does not play well with VirtualHosts. I'm going to try attacking this from the system side. Thanks for the response! Knowing that I wasn't losing my marbles did help a lot. :) -Rich From joel48 at ischool.washington.edu Tue Dec 21 14:58:15 2004 From: joel48 at ischool.washington.edu (Joel Johnson) Date: Tue, 21 Dec 2004 11:58:15 -0800 Subject: [rt-users] RT 3.2/3.4 and mod_perl 2.0 Message-ID: <69FFDF84B135774FB09F286D4E7CDACA0CA008@iexchange.ischool.washington.edu> Just wondering what the status of RT and mod_perl 2.0 is, now that mod_perl is approaching a stable (?) 2.0 release. Will that be a large step towards better Apache 2.0 support for RT? Joel From jesse at bestpractical.com Tue Dec 21 15:08:51 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 21 Dec 2004 15:08:51 -0500 Subject: [rt-users] RT 3.2/3.4 and mod_perl 2.0 In-Reply-To: <69FFDF84B135774FB09F286D4E7CDACA0CA008@iexchange.ischool.washington.edu> References: <69FFDF84B135774FB09F286D4E7CDACA0CA008@iexchange.ischool.washington.edu> Message-ID: <20041221200850.GN28554@bestpractical.com> On Tue, Dec 21, 2004 at 11:58:15AM -0800, Joel Johnson wrote: > Just wondering what the status of RT and mod_perl 2.0 is, now that mod_perl is approaching a stable (?) 2.0 release. Will that be a large step towards better Apache 2.0 support for RT? Personally, I'm _still_ not big on using apache2 in production. But Autrijus is. RT 3.4 has better support for mp2 than 3.2 did. The latest version of Mason (1.27) has much better support for Apache2/mod_perl2. Yesterday, autrijus presented me with the first version of a patch to enable much simpler and cleaner modperl 2 support in 3.4. He's currently working on a new test suite for it to ensure that it doesn't cause regressions on other platforms. In short, it should work now. It should work even better once mod_perl 2.0 is actually released and we take autrijus' latest patch. Jesse From rcoleman at INTERPUBLIC.COM Tue Dec 21 16:20:17 2004 From: rcoleman at INTERPUBLIC.COM (Rebecca Coleman) Date: Tue, 21 Dec 2004 16:20:17 -0500 Subject: [rt-users] Vacation and out of office replies? Message-ID: <51D4DF85EA72D511AF1900B0D0AB8976055C3DF0@nt25.interpublic.com> I'm going to be out of my office for a bit and wondered if there was a way to temporarily suspend my subscription to this list so as not to bombard the list with my out of office replies and without "unsubscribing"? Anyone know? This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Dec 21 16:54:55 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 21 Dec 2004 16:54:55 -0500 Subject: [rt-users] Vacation and out of office replies? In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3DF0@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3DF0@nt25.interpublic.com> Message-ID: <20041221215455.GS28554@bestpractical.com> On Tue, Dec 21, 2004 at 04:20:17PM -0500, Rebecca Coleman wrote: > I'm going to be out of my office for a bit and wondered if there was a way > to temporarily suspend my subscription to this list so as not to bombard the > list with my out of office replies and without "unsubscribing"? Anyone > know? Yes. the web interface at http://lists.bestpractical.com will let you do that. > > This message contains information which may be confidential and privileged. > Unless you are the intended recipient (or authorized to receive this message > for the intended recipient), you may not use, copy, disseminate or disclose > to anyone the message or any information contained in the message. If you > have received the message in error, please advise the sender by reply > e-mail, and delete the message. Thank you very much. > > > _______________________________________________ > 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 Tue Dec 21 18:28:11 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 22 Dec 2004 10:28:11 +1100 Subject: [rt-users] RT 3.2/3.4 and mod_perl 2.0 In-Reply-To: <20041221200850.GN28554@bestpractical.com> References: <69FFDF84B135774FB09F286D4E7CDACA0CA008@iexchange.ischool.washington.edu> <20041221200850.GN28554@bestpractical.com> Message-ID: <41C8B18B.7020804@xena.ipaustralia.gov.au> Morning All, Jesse Vincent wrote: > >In short, it should work now. It should work even better once mod_perl >2.0 is actually released and we take autrijus' latest patch. > We're running 3.2.2 under Apache 2 and mod_perl2 here on a Dell dual p3/500 xeon box under FreeBSD 4 and it's working very well. I've seen no problems that I could attribute back to mod_perl or apache2. Performance is quite good. Carl. From bblakely at gmail.com Tue Dec 21 21:25:04 2004 From: bblakely at gmail.com (Ben Blakely) Date: Tue, 21 Dec 2004 21:25:04 -0500 Subject: [rt-users] Strange Issues Message-ID: <30322e8d04122118257bb7908e@mail.gmail.com> Hey Guys, I have a queue setup that has a scrip that creates a ticket on resolve using a custom template to define the queue, status, content etc... Im having a problem with the scrip actually creating the ticket. The debug file indicates the scrip is being executed using the correct template, but a ticket isnt actually being created... Any suggestions? Thanks, Ben Blakely From pape-rt at inf.fu-berlin.de Wed Dec 22 08:48:42 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 22 Dec 2004 14:48:42 +0100 Subject: [rt-users] WORKAROUND: anyone else? rt3.2.2+apache2+fastcgi - problem with mailgate (double utf8-encoding) In-Reply-To: References: Message-ID: Hello rt-users, --Am Montag, 20. Dezember 2004 9:10 Uhr +0100 schrieb Dirk Pape : > into the virtualhost or rt location forces apache2 to always send an > answer marked as charset=utf-8, but that does not happen. I patched this: Now rt-mailgate doesn't complain anymore. Are those lines: <%flags> inherit => undef # inhibit UTF8 conversion done in /autohandler really necessary in RST/.../mail-gate? Is this patch expected to break some other thing? Dirk. From sbw at tapestry.tucson.az.us Wed Dec 22 09:56:21 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Wed, 22 Dec 2004 07:56:21 -0700 Subject: [rt-users] Can't build Module::Build (needed by Log::Dispatch) for RT3.4RC1 Message-ID: <41C98B15.4030504@tapestry.tucson.az.us> I'm trying to install RT3.4RC1 on Fedora Core 3 with Perl 3.8.5. Log::Dispatch won't install because it needs Module::Build, which fails its tests miserably. The first error is an "Argument list too long" message. I thought I'd tracked the problem down (via archive search) to Test::Harness, which I upgraded to 2.44. That hasn't helped. Any ideas what's happening? Fix? Thanks! -- -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From rodney.caston at match.com Wed Dec 22 10:17:24 2004 From: rodney.caston at match.com (Rodney Caston) Date: Wed, 22 Dec 2004 09:17:24 -0600 Subject: [rt-users] FW: Attachments not working Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF27DDB@da0shme010.match.corp> Our Ticket/Attachments/ dir only has one file in it, "dlhandler" ... And no attachments in it. Every attachment we add to a ticket shows up as a broken link or image... The broken links points to http://rtserverhost.blah/Ticket/Attachment/####/####/filename ... any ideas? From sbw at tapestry.tucson.az.us Wed Dec 22 10:18:42 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Wed, 22 Dec 2004 08:18:42 -0700 Subject: [rt-users] Can't build Module::Build (needed by Log::Dispatch) for RT3.4RC1 In-Reply-To: <41C98B15.4030504@tapestry.tucson.az.us> References: <41C98B15.4030504@tapestry.tucson.az.us> Message-ID: <41C99052.2080403@tapestry.tucson.az.us> Steve Wampler wrote: > > I'm trying to install RT3.4RC1 on Fedora Core 3 with Perl 3.8.5. Sigh. That's "Perl 5.8.5, of course..." > Log::Dispatch won't install because it needs Module::Build, which > fails its tests miserably. The first error is an "Argument list too > long" message. > > I thought I'd tracked the problem down (via archive search) to > Test::Harness, which I upgraded to 2.44. That hasn't helped. > > Any ideas what's happening? Fix? > > Thanks! -- -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From aharrison at gmail.com Wed Dec 22 11:43:39 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 11:43:39 -0500 Subject: [rt-users] FW: Attachments not working In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27DDB@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27DDB@da0shme010.match.corp> Message-ID: On Wed, 22 Dec 2004 09:17:24 -0600, Rodney Caston wrote: > > > Our Ticket/Attachments/ dir only has one file in it, "dlhandler" ... And > no attachments in it. > > Every attachment we add to a ticket shows up as a broken link or > image... > > The broken links points to > http://rtserverhost.blah/Ticket/Attachment/####/####/filename > > ... > > any ideas? The attachments exist in the database, not in that directory. Post the usual details for further assistance. -- Andy Harrison From aharrison at gmail.com Wed Dec 22 11:47:06 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 11:47:06 -0500 Subject: [rt-users] Strange Issues In-Reply-To: <30322e8d04122118257bb7908e@mail.gmail.com> References: <30322e8d04122118257bb7908e@mail.gmail.com> Message-ID: On Tue, 21 Dec 2004 21:25:04 -0500, Ben Blakely wrote: > Hey Guys, > > I have a queue setup that has a scrip that creates a ticket on resolve > using a custom template to define the queue, status, content etc... Im > having a problem with the scrip actually creating the ticket. The > debug file indicates the scrip is being executed using the correct > template, but a ticket isnt actually being created... Any suggestions? http://wiki.bestpractical.com/index.cgi?FAQ = FAQ = == When you want to ask a question == *First of all*, read How To Ask Questions The Smart Way !http://www.catb.org/~esr/faqs/smart-questions.html Don't forget to specify: * shell> uname -a - OS, Distribution. * GetSoftwareVersions - RT, Perl, RTFM, DBIx::SearchBuilder, Apache, ModPerl, FastCGI, MySQL, PostgresSQL versions. * Debug - Don't forget attach errors, logs, think about debug log level. * If you are not running the most recent stable version of RT/RTFM/RTIR then upgrade before asking your question. * MailingListArchives - In any case try to search in the archives of the RT mailing lists. -- Andy Harrison From aharrison at gmail.com Wed Dec 22 11:50:31 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 11:50:31 -0500 Subject: [rt-users] BCC creates ticket In-Reply-To: References: Message-ID: On Tue, 21 Dec 2004 11:28:50 +0100 (CET), Tomas A. P. Olaj wrote: > > Hello, > > It is reported to me that when You send a new ticket to a queue with other > queue-names as BCC-receipients, a new ticket was created in the bcc > queues. > > Is that correct? Not sure if I got it right, since I haven't tested it, > but RT should normally not create a ticket when it receive BCC-mails? > Yes, that is correct behavior. More restrictive rights would help you lock it down. http://wiki.bestpractical.com/index.cgi?Rights -- Andy Harrison From aharrison at gmail.com Wed Dec 22 12:15:07 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 12:15:07 -0500 Subject: [rt-users] Final Reply (not Comment) on Resolve Patch? In-Reply-To: <99F40AFE954578458374B14F71A6B066032A9E97@KSW-MSG-01.kana.com> References: <99F40AFE954578458374B14F71A6B066032A9E97@KSW-MSG-01.kana.com> Message-ID: On Mon, 20 Dec 2004 10:30:02 -0800, Mike Conley wrote: > On resolve, there is space given for entering one last comment, but > people always seem to assume this is sent to the requestor. Wouldn't it > be better to have a field for sending mail (the more common case) than a > comment (a rarer case at least for us). > > Of course, maybe it would be best to have both or the option of setting > things up one way or another. If the field is blank, naturally you > wouldn't want to send anything. > > If someone has patches for this (I know about the e-mail last comment on > resolve patch-- not quite the same thing) that would be great. Maybe I don't understand what you want. This sounds exactly like what the Update Type field is for on the Ticket/Update page. -- Andy Harrison From jesse at bestpractical.com Wed Dec 22 12:59:43 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 22 Dec 2004 12:59:43 -0500 Subject: [rt-users] WORKAROUND: anyone else? rt3.2.2+apache2+fastcgi - problem with mailgate (double utf8-encoding) In-Reply-To: References: Message-ID: <20041222175943.GZ28554@bestpractical.com> On Wed, Dec 22, 2004 at 02:48:42PM +0100, Dirk Pape wrote: > Hello rt-users, > > > I patched this: > > > > Now rt-mailgate doesn't complain anymore. > > Are those lines: > > <%flags> > inherit => undef # inhibit UTF8 conversion done in /autohandler > > > really necessary in RST/.../mail-gate? > Is this patch expected to break some other thing? By default, RT assumes that _all_ incoming http messages are in UTF8 and acts accordingly. This can (and in the past did) scramble incoming email if it wasn't UTF8 to begin with. Jesse > Dirk. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From conley at kana.com Wed Dec 22 13:03:56 2004 From: conley at kana.com (Mike Conley) Date: Wed, 22 Dec 2004 10:03:56 -0800 Subject: [rt-users] Final Reply (not Comment) on Resolve Patch? Message-ID: <99F40AFE954578458374B14F71A6B0660347B0B6@KSW-MSG-01.kana.com> Yes, this works fine on that page. It is possible I just have a bad idea of what the normal workflow for handling a ticket is, but generally people "Take" a ticket, go back and forth with the requestor for a while (Ticket/Update page), and then "Resolve" the ticket. The page you end up on when you hit "Resolve" has a field called "Message:" but this is really a comment and not a message sent back to the requestor when the ticket is resolved. We end up with a lot of resolved tickets but with users that didn't get the final message such as "I've put the document you wanted in \\foo\bar\doc.txt" -- it is a little confusing. -----Original Message----- From: Andy Harrison [mailto:aharrison at gmail.com] Sent: Wednesday, December 22, 2004 9:15 AM To: Mike Conley Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Final Reply (not Comment) on Resolve Patch? On Mon, 20 Dec 2004 10:30:02 -0800, Mike Conley wrote: > On resolve, there is space given for entering one last comment, but > people always seem to assume this is sent to the requestor. Wouldn't it > be better to have a field for sending mail (the more common case) than a > comment (a rarer case at least for us). > > Of course, maybe it would be best to have both or the option of setting > things up one way or another. If the field is blank, naturally you > wouldn't want to send anything. > > If someone has patches for this (I know about the e-mail last comment on > resolve patch-- not quite the same thing) that would be great. Maybe I don't understand what you want. This sounds exactly like what the Update Type field is for on the Ticket/Update page. -- Andy Harrison From rells at u.washington.edu Wed Dec 22 12:24:25 2004 From: rells at u.washington.edu (Rick Ells) Date: Wed, 22 Dec 2004 09:24:25 -0800 (PST) Subject: [rt-users] Newcomer's questions - Using RT across multiple workgroups Message-ID: Here at Computing & Communications (C&C) at the University of Washington in Seattle, WA, we are looking closely at Request Tracker for trouble ticket management across multiple workgroups within C&C (client services, telephones, network operations, security operations, applications monitoring, etc.). We hope to do it such that each workgroup has the configuration flexibility it needs, yet still be able to pass tickets back and forth among workgroups as needed. Therefore, we are interested in contacting people using RT across multiple workgroups, particularly at research oriented higher education institutions. Best Practical suggested we post a message to this list. If you are interested, please answer the following questions by email (reply off-list to me at rells at u.washington.edu). Or, if you prefer, we could interview you by telephone or video conference. Questions --------- 1. What made you decide to go with Request Tracker (RT)? 2. What platform(s) are you running RT on? 3. How many concurrent users is your RT implementation configured for? 4. What sort of workgroups are using RT in your organization? 5. Have the workgroups implemented their own independent instances of RT, or is there a central system shared across the workgroups? 6. How much time was spent on basic workflow definition when you began? 7. How much time was spent implementing your RT installation? 8. What did your RT project planning and implementation team look like? 9. Did you do one big install or a phased installation of RT, one workgroup at a time? What approach would you recommend? 10. What does your RT ongoing management team look like? 11. Did you have Best Practical help you get started with RT? If so, what was that like and how well did that work for you? 12. What is there about RT that is not working the way you thought it would? 13. If you were going to do your RT planning and implementation again, what would you do differently? 14. What lessons learned from your implementation can you share with us? 15. What other tools have you integrated with RT, such as databases, report writers, etc. 16. Can we contact you for an interview, or maybe a site visit? If so, please provide contact information. Thanks for your time. Sorry for so many questions; this project is important for us. Rick Ells Co-Manager Trouble Ticket Software Evaluation Project |- Rick Ells - 543-2875 - rells at cac.washington.edu - Rm 011S MGH Bldg -| |- http://staff.washington.edu/rells/ -| From MarkRoedel at letu.edu Wed Dec 22 13:27:20 2004 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 22 Dec 2004 12:27:20 -0600 Subject: [rt-users] Final Reply (not Comment) on Resolve Patch? Message-ID: Maybe your system is working different than mine... On my system, when you "Resolve" the ticket, there's a dropdown a few lines above the "Message:" field labeled "Update Type:" which defaults to "Comments (Not sent to requestors)", but which can be changed to "Reply to requestors." We took the step on our system of changing the default from Comment to Reply. We did this by copying share/html/Ticket/Elements/Tabs to local/html/Ticket/Elements/Tabs and then changing "Action=Comment" to "Action=Respond" in line 154 of the local copy. -- Mark Roedel Web Programmer / Analyst LeTourneau University -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike Conley Sent: Wednesday, December 22, 2004 12:04 PM To: Andy Harrison Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Final Reply (not Comment) on Resolve Patch? Yes, this works fine on that page. It is possible I just have a bad idea of what the normal workflow for handling a ticket is, but generally people "Take" a ticket, go back and forth with the requestor for a while (Ticket/Update page), and then "Resolve" the ticket. The page you end up on when you hit "Resolve" has a field called "Message:" but this is really a comment and not a message sent back to the requestor when the ticket is resolved. We end up with a lot of resolved tickets but with users that didn't get the final message such as "I've put the document you wanted in \\foo\bar\doc.txt" -- it is a little confusing. -----Original Message----- From: Andy Harrison [mailto:aharrison at gmail.com] Sent: Wednesday, December 22, 2004 9:15 AM To: Mike Conley Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Final Reply (not Comment) on Resolve Patch? On Mon, 20 Dec 2004 10:30:02 -0800, Mike Conley wrote: > On resolve, there is space given for entering one last comment, but > people always seem to assume this is sent to the requestor. Wouldn't it > be better to have a field for sending mail (the more common case) than a > comment (a rarer case at least for us). > > Of course, maybe it would be best to have both or the option of setting > things up one way or another. If the field is blank, naturally you > wouldn't want to send anything. > > If someone has patches for this (I know about the e-mail last comment on > resolve patch-- not quite the same thing) that would be great. Maybe I don't understand what you want. This sounds exactly like what the Update Type field is for on the Ticket/Update page. -- Andy Harrison _______________________________________________ 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 Wed Dec 22 13:29:25 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 22 Dec 2004 13:29:25 -0500 Subject: [rt-users] FW: Attachments not working In-Reply-To: <573F1E2597A7974E924A5F814CAC166D0DF27DDB@da0shme010.match.corp> References: <573F1E2597A7974E924A5F814CAC166D0DF27DDB@da0shme010.match.corp> Message-ID: <20041222182925.GB21447@bestpractical.com> On Wed, Dec 22, 2004 at 09:17:24AM -0600, Rodney Caston wrote: > > > Our Ticket/Attachments/ dir only has one file in it, "dlhandler" ... And > no attachments in it. That sounds like your apache hasn't been configured properly to hand things off to RT. Best, Jesse > Every attachment we add to a ticket shows up as a broken link or > image... > > The broken links points to > http://rtserverhost.blah/Ticket/Attachment/####/####/filename > > ... > > any ideas? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From conley at kana.com Wed Dec 22 13:58:55 2004 From: conley at kana.com (Mike Conley) Date: Wed, 22 Dec 2004 10:58:55 -0800 Subject: [rt-users] Final Reply (not Comment) on Resolve Patch? Message-ID: <99F40AFE954578458374B14F71A6B0660347B0E4@KSW-MSG-01.kana.com> Okay, never mind! Man, I can't believe I've overlooked that twice while staring right at it. I will change the default, so thanks for the HOWTO on that. From maillist17 at compdes.com Wed Dec 22 14:03:21 2004 From: maillist17 at compdes.com (Sammy) Date: Wed, 22 Dec 2004 14:03:21 -0500 Subject: [rt-users] how do we find what bugs have been reported? Message-ID: <45C682011A31764FB82AF35284FC1FA706C055@emssvr01.compdes.com> Having been in the computer business for over 20 years, nothing is more annoying when you are heads-down than being told about the same problem 50 times. So how do I verify whether bugs have been reported before I send an email to rt-bugs at fsck.com? When I go to the "Bug Reporting" link off of http://www.bestpractical.com/rt/, it sends me to http://rt3.fsck.com//NoAuth/Buglist.html which has nothing but: Current rt3 Milestones and Bugs To report a new issue not mentioned here, please send email to rt-bugs at fsck.com. Thanks, Sam From maillist17 at compdes.com Wed Dec 22 14:03:08 2004 From: maillist17 at compdes.com (Sammy) Date: Wed, 22 Dec 2004 14:03:08 -0500 Subject: [rt-users] Eliminate "...Priority changed..." messages when running EscalatePriority Message-ID: <45C682011A31764FB82AF35284FC1FA706C054@emssvr01.compdes.com> I'm running EscalatePriority 2 times a day to adjust ticket priorities. That is working fine. What I need to figure out is how to eliminate the "Priority Changed" audit entries when this runs. Why? 1) It's annoying to see: # Thu Oct 28 12:10:19 2004 root - Priority changed from 21 to 30 # Thu Oct 28 21:10:22 2004 root - Priority changed from 30 to 40 # Fri Oct 29 12:10:20 2004 root - Priority changed from 40 to 48 # Fri Oct 29 21:10:14 2004 root - Priority changed from 48 to 56 # Sat Oct 30 12:10:17 2004 root - Priority changed from 56 to 62 # Sat Oct 30 21:10:13 2004 root - Priority changed from 62 to 68 # Sun Oct 31 12:10:14 2004 root - Priority changed from 68 to 72 # Sun Oct 31 21:10:10 2004 root - Priority changed from 72 to 76 # Mon Nov 01 12:10:15 2004 root - Priority changed from 76 to 78 # Mon Nov 01 21:10:11 2004 root - Priority changed from 78 to 80 2) More importantly, it changes who last updated the ticket. I'm planning on using the information on who last updated the tickets to highlight tickets that have been updated most recently by the requestor, and this kills the ability to do that. Thanks, Sam Eads Atlanta From jesse at bestpractical.com Wed Dec 22 14:18:03 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 22 Dec 2004 14:18:03 -0500 Subject: [rt-users] how do we find what bugs have been reported? In-Reply-To: <45C682011A31764FB82AF35284FC1FA706C055@emssvr01.compdes.com> References: <45C682011A31764FB82AF35284FC1FA706C055@emssvr01.compdes.com> Message-ID: <20041222191803.GF21447@bestpractical.com> On Wed, Dec 22, 2004 at 02:03:21PM -0500, Sammy wrote: > Having been in the computer business for over 20 years, nothing is more annoying when you are heads-down than being told about the same problem 50 times. So how do I verify whether bugs have been reported before I send an email to rt-bugs at fsck.com? > http://rt3.fsck.com You can log in as "guest" with a password of "guest". From aharrison at gmail.com Wed Dec 22 15:35:20 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 15:35:20 -0500 Subject: [rt-users] Using !Group in queue permissions In-Reply-To: <20041220151118.275fc653@sark.cl.cam.ac.uk> References: <41C1F1DF.3090705@inscriber.com> <20041220151118.275fc653@sark.cl.cam.ac.uk> Message-ID: > It would have been nicer to have a method of determining whether the > current user has a right to own tickets on the queue before listing > those tickets here but I don't know how to do that. Determining user > rights seems to be somewhat involved and not something one can make a > clause in the Elements/TicketList query. I hope someone will correct me > if I'm wrong. % my $QueueObj = new RT::Queue( $session{ 'CurrentUser' } ); % $QueueObj->Load( 45 ); % if ( $session{CurrentUser}->HasRight( Right => 'CreateTicket', Object => $QueueObj ) ) { % ... some code ... or some html % } The $QueueObj->Load is necessary because at this point in the process, the user is not in a queue. Change the Right from CreateTicket to whatever you're interested in checking. rightname ---------------------- AdminCustomFields AdminGroup AdminGroupMembership AdminQueue CommentOnTicket CreateTicket DeleteTicket EditSavedSearches ModifyACL ModifyOwnMembership ModifyQueueWatchers ModifyScrips ModifyTemplate ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowACL ShowOutgoingEmail ShowSavedSearches ShowScrips ShowTemplate ShowTicket ShowTicketComments StealTicket SuperUser TakeTicket Watch WatchAsAdminCc -- Andy Harrison From josh at saratoga.lib.ny.us Wed Dec 22 16:33:06 2004 From: josh at saratoga.lib.ny.us (josh) Date: Wed, 22 Dec 2004 16:33:06 -0500 Subject: [rt-users] Building RT on MacOSX Server with Systems' Perl and Apache Message-ID: <20041222213306.GA21436@saratoga.lib.ny.us> Has anyone done this; building RT on MacOSX Server with the Systems' Perl and Apache. It looks like is shouldn't be too hard except for adding in a few perl modules and apache modules. I have seen some notes and it looks like most people have been building on Panther, but not Panther server (makes sense, since server is a much smaller market). Still I figure I might ask if anyone has done this to save me the trouble or reinventing the mouse-trap. Also, if anyone tried and found an impossible obstacle it might be good to know. -- Josh Kuperman josh at saratoga.lib.ny.us From bblakely at gmail.com Wed Dec 22 16:42:20 2004 From: bblakely at gmail.com (Ben Blakely) Date: Wed, 22 Dec 2004 16:42:20 -0500 Subject: [rt-users] Strange Issues In-Reply-To: References: <30322e8d04122118257bb7908e@mail.gmail.com> Message-ID: <30322e8d04122213425812e291@mail.gmail.com> Andy, Excuse... Debian 3.1r1 - vanilla kernel - RT 3.2.1 Perl v5.8.4 Mysql 4.0.22 Apache 1.3.33 I have a scrip setup as the following, on resolve create ticket using template Actiononapprove Template Contents: ===Create-Ticket: hamnetprov Subject: Pending request for {$Tickets{'TOP'}->Subject} Queue: Pending_Approvals_Hamilton_Network_Provisioning Depended-On-By: {$Tickets{'TOP'}->Id} Type: Ticket {$Transaction->Content()} ENDOFCONTENT The scrip is run on a resolve, but no ticket is actually created. Below is the debug. Just an FYI, the ticket that is being set to resolve is of the Approval type. Dec 21 23:33:38 rtnag RT: Line: ===Create-Ticket: hamnetprov Dec 21 23:33:38 rtnag RT: **** Create ticket: create-hamnetprov Dec 21 23:33:38 rtnag RT: Line: Subject: Pending request for {$Tickets{'TOP'}->Subject} Dec 21 23:33:38 rtnag RT: Line: Queue: Pending_Approvals_Hamilton_Network_Provisioning Dec 21 23:33:38 rtnag RT: Line: Depended-On-By: {$Tickets{'TOP'}->Id} Dec 21 23:33:38 rtnag RT: Line: Type: Ticket Dec 21 23:33:38 rtnag RT: Line: Dec 21 23:33:38 rtnag RT: Line: {$Transaction->Content()} Dec 21 23:33:38 rtnag RT: Line: Dec 21 23:33:38 rtnag RT: Line: ENDOFCONTENT Dec 21 23:33:38 rtnag RT: About to commit scrips for transaction3242 Excuse for asking a non detailed question... Regards, Ben Blakely On Wed, 22 Dec 2004 11:47:06 -0500, Andy Harrison wrote: > On Tue, 21 Dec 2004 21:25:04 -0500, Ben Blakely wrote: > > Hey Guys, > > > > I have a queue setup that has a scrip that creates a ticket on resolve > > using a custom template to define the queue, status, content etc... Im > > having a problem with the scrip actually creating the ticket. The > > debug file indicates the scrip is being executed using the correct > > template, but a ticket isnt actually being created... Any suggestions? > > > http://wiki.bestpractical.com/index.cgi?FAQ > > = FAQ = > > == When you want to ask a question == > > *First of all*, read How To Ask Questions The Smart Way > !http://www.catb.org/~esr/faqs/smart-questions.html > > Don't forget to specify: > > * shell> uname -a - OS, Distribution. > * GetSoftwareVersions - RT, Perl, RTFM, DBIx::SearchBuilder, Apache, > ModPerl, FastCGI, MySQL, PostgresSQL versions. > * Debug - Don't forget attach errors, logs, think about debug log level. > * If you are not running the most recent stable version of > RT/RTFM/RTIR then upgrade before asking your question. > * MailingListArchives - In any case try to search in the archives of > the RT mailing lists. > > -- > Andy Harrison > From jesse at bestpractical.com Wed Dec 22 16:48:01 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 22 Dec 2004 16:48:01 -0500 Subject: [rt-users] Building RT on MacOSX Server with Systems' Perl and Apache In-Reply-To: <20041222213306.GA21436@saratoga.lib.ny.us> References: <20041222213306.GA21436@saratoga.lib.ny.us> Message-ID: <20041222214801.GB25187@bestpractical.com> On Wed, Dec 22, 2004 at 04:33:06PM -0500, josh wrote: > Has anyone done this; building RT on MacOSX Server with the Systems' Perl > and Apache. It looks like is shouldn't be too hard except for adding > in a few perl modules and apache modules. I have seen some notes and > it looks like most people have been building on Panther, but not > Panther server (makes sense, since server is a much smaller > market). Still I figure I might ask if anyone has done this to save me > the trouble or reinventing the mouse-trap. Also, if anyone tried and > found an impossible obstacle it might be good to know. Two small problems: 1) Apple's mod_perl is busted with regard to form POSTs. 2) Apple only ships perl 5.8.1 > -- > Josh Kuperman > josh at saratoga.lib.ny.us > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From bo at bogusville.us Wed Dec 22 18:08:58 2004 From: bo at bogusville.us (Bo Gusman) Date: Wed, 22 Dec 2004 15:08:58 -0800 Subject: [rt-users] way too much information! Message-ID: <41C9FE8A.4050109@bogusville.us> Howdy. I got RT installed with a bit of effort and managed to get logged on as Administrator. My first task was to change the adminstrator password, and the Configuration link seemed to be the logical pick. Instead of the nice form that I was expecting, I got a screen full of %# {{{ BEGIN BPS TAGGED BLOCK %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2004 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %# 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. %# %# You should have received a copy of the GNU General Public License %# along with this program; if not, write to the Free Software %# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA. %# %# %# CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit the rights granted %# to you to modify and distribute this software under the terms of %# the GNU General Public License and is only of importance to you if %# you choose to contribute your changes and enhancements to the %# ... and other such gak. All of the forms show much the same - clearly something ain't right. I went back over the installation instructions and I think all of the steps were done correctly. My box is a stock FC2 box with updates. Clues? Bo From jesse at bestpractical.com Wed Dec 22 18:45:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 22 Dec 2004 18:45:26 -0500 Subject: [rt-users] way too much information! In-Reply-To: <41C9FE8A.4050109@bogusville.us> References: <41C9FE8A.4050109@bogusville.us> Message-ID: <20041222234526.GD25187@bestpractical.com> On Wed, Dec 22, 2004 at 03:08:58PM -0800, Bo Gusman wrote: > Howdy. > > I got RT installed with a bit of effort and managed to get logged on as > Administrator. My first task was to change the adminstrator password, > and the Configuration link seemed to be the logical pick. Instead of the > nice form that I was expecting, I got a screen full of > and other such gak. All of the forms show much the same - clearly > something ain't right. That sure looks like you've misconfigured apache to not have RT process your pages. > > I went back over the installation instructions and I think all of the > steps were done correctly. > > My box is a stock FC2 box with updates. > > Clues? > > Bo > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From aharrison at gmail.com Wed Dec 22 20:25:02 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 20:25:02 -0500 Subject: [rt-users] Strange Issues In-Reply-To: <30322e8d04122213425812e291@mail.gmail.com> References: <30322e8d04122118257bb7908e@mail.gmail.com> <30322e8d04122213425812e291@mail.gmail.com> Message-ID: > > I have a scrip setup as the following, on resolve create ticket using > template Actiononapprove > > Template Contents: > > ===Create-Ticket: hamnetprov > Subject: Pending request for {$Tickets{'TOP'}->Subject} > Queue: Pending_Approvals_Hamilton_Network_Provisioning > Depended-On-By: {$Tickets{'TOP'}->Id} > Type: Ticket > > {$Transaction->Content()} > > ENDOFCONTENT I've never actually used the CreateTickets action before, but offhand I'd say you probably aren't going to get much mileage out of the {$Transaction->Content()} piece. Besides, the CreateTicket perldoc indicates you should use: Content: Blah blah blah ENDOFCONTENT You have the ENDOFCONTENT part, but not the beginning Content: part. -- Andy Harrison From bo at bogusville.us Wed Dec 22 20:27:14 2004 From: bo at bogusville.us (Bo Gusman) Date: Wed, 22 Dec 2004 17:27:14 -0800 Subject: [rt-users] way too much information! In-Reply-To: <20041222234526.GD25187@bestpractical.com> References: <41C9FE8A.4050109@bogusville.us> <20041222234526.GD25187@bestpractical.com> Message-ID: <41CA1EF2.2020608@bogusville.us> Ha! Got it. This instantiation was actually the second that I did today. In the first one, I had edited RT_SiteConfig.pm, but in the second, I didn't. That seems to have fixed the behavior. Thanks! Bo Jesse Vincent wrote: > >On Wed, Dec 22, 2004 at 03:08:58PM -0800, Bo Gusman wrote: > > >>Howdy. >> >>I got RT installed with a bit of effort and managed to get logged on as >>Administrator. My first task was to change the adminstrator password, >>and the Configuration link seemed to be the logical pick. Instead of the >>nice form that I was expecting, I got a screen full of >>and other such gak. All of the forms show much the same - clearly >>something ain't right. >> >> > > >That sure looks like you've misconfigured apache to not have RT process >your pages. > > >>I went back over the installation instructions and I think all of the >>steps were done correctly. >> >>My box is a stock FC2 box with updates. >> >>Clues? >> >> Bo >>_______________________________________________ >>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 chaka.net Wed Dec 22 23:02:49 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 22 Dec 2004 23:02:49 -0500 Subject: [rt-users] Using !Group in queue permissions In-Reply-To: References: <41C1F1DF.3090705@inscriber.com> <20041220151118.275fc653@sark.cl.cam.ac.uk> Message-ID: <20041223040248.GA11055@chaka.net> I think this would be cleaner: if ($QueueObj->CurrentUserHasRight('CreateTicket')) { On Wed, Dec 22, 2004 at 03:35:20PM -0500, Andy Harrison wrote: > > It would have been nicer to have a method of determining whether the > > current user has a right to own tickets on the queue before listing > > those tickets here but I don't know how to do that. Determining user > > rights seems to be somewhat involved and not something one can make a > > clause in the Elements/TicketList query. I hope someone will correct me > > if I'm wrong. > > % my $QueueObj = new RT::Queue( $session{ 'CurrentUser' } ); > % $QueueObj->Load( 45 ); > % if ( $session{CurrentUser}->HasRight( Right => 'CreateTicket', > Object => $QueueObj ) ) { > % ... some code ... > or some html > % } > > The $QueueObj->Load is necessary because at this point in the process, > the user is not in a queue. Change the Right from CreateTicket to > whatever you're interested in checking. > > rightname > ---------------------- > AdminCustomFields > AdminGroup > AdminGroupMembership > AdminQueue > CommentOnTicket > CreateTicket > DeleteTicket > EditSavedSearches > ModifyACL > ModifyOwnMembership > ModifyQueueWatchers > ModifyScrips > ModifyTemplate > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowACL > ShowOutgoingEmail > ShowSavedSearches > ShowScrips > ShowTemplate > ShowTicket > ShowTicketComments > StealTicket > SuperUser > TakeTicket > Watch > WatchAsAdminCc > > > -- > Andy Harrison > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From aharrison at gmail.com Wed Dec 22 15:09:50 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 15:09:50 -0500 Subject: [rt-users] Final Reply (not Comment) on Resolve Patch? In-Reply-To: <99F40AFE954578458374B14F71A6B0660347B0B6@KSW-MSG-01.kana.com> References: <99F40AFE954578458374B14F71A6B0660347B0B6@KSW-MSG-01.kana.com> Message-ID: On Wed, 22 Dec 2004 10:03:56 -0800, Mike Conley wrote: > Yes, this works fine on that page. It is possible I just have a bad > idea of what the normal workflow for handling a ticket is, but generally > people "Take" a ticket, go back and forth with the requestor for a while > (Ticket/Update page), and then "Resolve" the ticket. The page you end > up on when you hit "Resolve" has a field called "Message:" but this is > really a comment and not a message sent back to the requestor when the > ticket is resolved. We end up with a lot of resolved tickets but with > users that didn't get the final message such as "I've put the document > you wanted in \\foo\bar\doc.txt" -- it is a little confusing. I actually made a custom resolver template that bundles the last comment with the resolve notification. Make this a global template and then just create normal OnResolve scrips that use that template. >>>>>---- Cut Here (make sure there's no blank line at the very top) ----<<<<<< Subject: Resolved: {$Ticket->Subject} This is an automated message to notify you that ticket [{$rtname} #{$Ticket->id()}] has been resolved. Closing comments are included at the bottom of this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- Ticket Data: { my $CustomFields = $Ticket->QueueObj->CustomFields(); while (my $CustomField = $CustomFields->Next()) { my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); $OUT .= $CustomField->Name; if ($CustomFieldValues->Count) { my $spacer; if ( $CustomField->Type ne 'FreeformMultiple' and $CustomField->Type ne 'SelectMultiple' ) { $spacer = " " x (20 - length($CustomField->Name)); } else { $spacer = "\n"; } $OUT .= ":" . $spacer; } else { $OUT .= ":\n"; next; } while (my $CustomFieldValue = $CustomFieldValues->Next) { $OUT .= " " if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); $OUT .= $CustomFieldValue->Content . "\n"; } $OUT .= "\n" if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); } $OUT; } ------------------------------------------------------------------------- Closing Comments: { 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; } >>>>>>>>----end----<<<<<<< -- Andy Harrison From aharrison at gmail.com Wed Dec 22 16:05:04 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 22 Dec 2004 16:05:04 -0500 Subject: [rt-users] Eliminate "...Priority changed..." messages when running EscalatePriority In-Reply-To: <45C682011A31764FB82AF35284FC1FA706C054@emssvr01.compdes.com> References: <45C682011A31764FB82AF35284FC1FA706C054@emssvr01.compdes.com> Message-ID: > # Mon Nov 01 21:10:11 2004 root - Priority changed from 78 to 80 It's done right in the RT::Action::EscalatePriority perl module, down where runs the $RT::Logger. > 2) More importantly, it changes who last updated the ticket. I'm planning on using the information on who last updated the tickets to highlight tickets that have been updated most recently by the requestor, and this kills the ability to do that. Instead of doing it this way, take it from the last ticket update transaction. Comments and Replys are always of the transaction types 'Comment' or 'Correspond' though sometimes you'll see 'CustomField' if that's the only thing the person updated. Something along the lines of: % my $TicketsObj = new RT::Tickets( $RT::SystemUser ); % # or $session{ 'CurrentUser' } instead of the system user. % # provide some limits or however you prefer to do it... % % $TicketsObj->LimitQueue( VALUE => $Queue ); % # ... other limits % while ( my $CurrentTicketObj = $TicketsObj->Next ) { % my $CurrentTransactionsObj = $CurrentTicketObj->Transactions; % while ( my $CurrentTicketTransactionObj = $CurrentTransactionsObj->Next ) { % if ( % $CurrentTicketTransactionObj->Type eq 'Comment' || % $CurrentTicketTransactionObj->Type eq 'Correspond' || % $CurrentTicketTransactionObj->Type eq 'CustomField' % ) { % ... your code ... % } -- Andy Harrison From jclift at digitaldistribution.com Thu Dec 23 03:35:34 2004 From: jclift at digitaldistribution.com (Justin Clift) Date: Thu, 23 Dec 2004 19:35:34 +1100 Subject: [rt-users] Error: Authenticate Unimplemented in HTML::Mason ? Message-ID: <41CA8356.7060000@digitaldistribution.com> Hi all, Trying to upgrade a RT 3.0.6 + RTFM 2.0.x system to 3.2.2 + RTFM 2.0.4 on FreeBSD 4.10. Just installed RT 3.2.2 (via ports) and RTFM 2.0.4, then run the appropriate scripts for upgrading the database from RT's etc/upgrade directory. Restarted the Apache server, and went to the front page, and things looked ok. However, when trying to log in I get the raw error cut-n-pasted below. If I reload the error page, such that the info is re-POSTED, then everything is fine and taken to the logged in home page. If I log out and try and log back in, the experience is exactly the same. It's totally repeatable, and even happens for the base administrative user. Does anyone know what I may have done wrong, and hopefully know how to fix this error? Regards and best wishes, Justin Clift *********** RT::CurrentUser::Authenticate Unimplemented in HTML::Mason::Commands. (/usr/local/rt3/share/html/autohandler line 191) Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('RT::CurrentUser::Authenticate Unimplemented in HTML::Mason::Commands. (/usr/local/rt3/share/html/autohandler line 191) ^J') called at /usr/local/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 485 DBIx::SearchBuilder::Record::AUTOLOAD('RT::CurrentUser=HASH(0xad2e620)', 'gvSusdeYeRhEb6hBiN8J9g', 1103790353, 3433290740916197) called at /usr/local/rt3/share/html/autohandler line 191 HTML::Mason::Commands::__ANON__('pass', '', 'auth_created', 1103790353, 'user', 'justin', 'auth_nonce', 3433290740916197, 'auth_digest', 'gvSusdeYeRhEb6hBiN8J9g') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xab822cc)', 'pass', '', 'auth_created', 1103790353, 'user', 'justin', 'auth_nonce', 3433290740916197, 'auth_digest', 'gvSusdeYeRhEb6hBiN8J9g') 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, 'pass', '', 'auth_created', 1103790353, 'user', 'justin', 'auth_nonce', 3433290740916197, 'auth_digest', 'gvSusdeYeRhEb6hBiN8J9g') 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(0xab4d1d0)') 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(0xab4d1d0)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xa8f6f04)', 'Apache=SCALAR(0xaabc7b8)') called at /usr/local/rt3/bin/webmux.pl line 126 eval {...} at /usr/local/rt3/bin/webmux.pl line 126 RT::Mason::handler('Apache=SCALAR(0xaabc7b8)') called at /dev/null line 0 eval {...} at /dev/null line 0 *********** -- Executive Director Digital Distribution Global Training Services Pty. Ltd. Premier OpenOffice.org and StarOffice Online Training providers http://www.digitaldistribution.com From rt at apocalyptech.com Thu Dec 23 10:35:36 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Thu, 23 Dec 2004 09:35:36 -0600 Subject: [rt-users] Strange errors after upgrade Message-ID: <20041223153536.GA29632@unisrv.net> Hello all. I recently upgraded an RT installation from 3.1.10 to 3.2.2, and the web interface seems to be incredibly touchy now. Most page loads require me to hit reload a couple of times before I actually get content; I have to hit the "Login" button at least two or three times before I actually get logged in, and occasionally when working with tickets, I get some crazy Perl error which claims to be about /opt/rt3/var/session_data not being writeable (which was changed to 0777 just to be sure a little while ago when I first noticed these problems), but whose traceback seems to indicate some kind of weird DBI problem. When I get this error, the RT vhost becomes completely unresponsive, and I have to bounce Apache to have anything work on it. I've attached the error to this message. The RT installation is getting its data from a MySQL 4 database, and when I did the upgrade, it actually moved to a different box as well, so there's no lingering RT code from a previous release to get in the way. The old box that 3.1.10 used to be on was a single-processor box, and the new one is SMP (and the CPUs are a little bit slower than the single-processor it had been on before), and since all of these errors that I'm getting aren't really repeatable every time, I'm inclined to think that perhaps it's a problem with the box being SMP. The box RT's been moved to serves up a bunch of other content too, all of which is working fine, so I don't think it's a problem with the actual box hardware. Also, the mailgate stuff seems to work fine; I haven't experienced any problems with that yet. Thanks for any ideas! -CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ -------------- next part -------------- error: RT Couldn't write to session directory '/opt/rt3/var/session_data': panic: DBI active kids (2) > kids (1) at /usr/lib/perl5/vendor_perl/5.8.4/Apache/Session/Lock/MySQL.pm line 54. Stack: [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session/Lock/MySQL.pm:54] [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:559] [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:479] [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:392] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:79] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. context: ... 85: }; 86: undef $cookies{$cookiename}; 87: } 88: else { 89: die "RT Couldn't write to session directory '$RT::MasonSessionDir': $@. Check that this dir ectory's permissions are correct."; 90: } 91: } 92: 93: if ( !$cookies{$cookiename} ) { ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:89 /opt/rt3/share/html/autohandler:79 raw error RT Couldn't write to session directory '/opt/rt3/var/session_data': panic: DBI active kids (2) > kids (1) at /usr/lib/perl5/vendor_perl/5.8.4/Apache/Session/Lock/MySQL.pm line 54. Stack: [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session/Lock/MySQL.pm:54] [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:559] [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:479] [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:392] [/opt/rt3/share/html/Elements/SetupSessionCookie:64] [/opt/rt3/share/html/autohandler:79] . Check that this dir ectory's permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89. Trace begun at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('RT Couldn\'t write to session directory \'/opt/rt3/var/session_data\': panic: DBI active kids (2) > kids (1) at /usr/lib/perl5/vendor_perl/5.8.4/Apache/Session/Lock/MySQL.pm line 54.^J^JStack:^J [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session/Lock/MySQL.pm:54]^J [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:559]^J [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:479]^J [/usr/lib/perl5/vendor_perl/5.8.4/Apache/Session.pm:392]^J [/opt/rt3/share/html/Elements/SetupSessionCookie:64]^J [/opt/rt3/share/html/autohandler:79]^J. Check that this dir ectory\'s permissions are correct. at /opt/rt3/share/html/Elements/SetupSessionCookie line 89.^J') called at /opt/rt3/share/html/Elements/SetupSessionCookie line 89 HTML::Mason::Commands::__ANON__('id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x93c2cfc)', 'id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...}('HTML::Mason::Component::FileBased=HASH(0x93c2cfc)', 'id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'id', 2607) called at /opt/rt3/share/html/autohandler line 79 HTML::Mason::Commands::__ANON__('id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x939bf2c)', 'id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...}('HTML::Mason::Component::FileBased=HASH(0x939bf2c)', 'id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'id', 2607) called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x94fa5c0)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x94fa5c0)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x94fa5c0)') called at /usr/lib/perl5/vendor_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8c62ec0)', 'Apache=SCALAR(0x85fb9b0)') called at /opt/rt3/bin/webmux.pl line 126 eval {...}('HTML::Mason::ApacheHandler=HASH(0x8c62ec0)', 'Apache=SCALAR(0x85fb9b0)') called at /opt/rt3/bin/webmux.pl line 126 RT::Mason::handler('Apache=SCALAR(0x85fb9b0)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x85fb9b0)') called at /dev/null line 0 From rodney.caston at match.com Thu Dec 23 11:20:38 2004 From: rodney.caston at match.com (Rodney Caston) Date: Thu, 23 Dec 2004 10:20:38 -0600 Subject: [rt-users] FW: Attachments not working Message-ID: <573F1E2597A7974E924A5F814CAC166D0DF3E40A@da0shme010.match.corp> Usual details. Linux deleted 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT 2003 i686 i686 i386 GNU/Linux cat /usr/local/rt3/lib/RT.pm | grep VERSION use vars qw($VERSION $System $SystemUser $Nobody $Handle $Logger $VERSION = '3.2.1'; This is perl, v5.8.0 built for i386-linux-thread-multi perl -MDBIx::SearchBuilder -e 'print $DBIx::SearchBuilder::VERSION;' 1.10 /usr/sbin/httpd -v Server version: Apache/2.0.46 cat /usr/local/apache/logs/error_log | grep mod_perl | grep notice | tail -n 1 = No Errors but I did see these errors: [Tue Dec 14 07:03:00 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/basilix/compose-attach.php3 [Tue Dec 14 07:03:28 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/ixmail_netattach.php [Tue Dec 14 07:03:28 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/modules/Forums/attachment.php [Tue Dec 14 18:28:20 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/osticket/attachments/index.html [Tue Dec 14 18:28:21 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/helpdesk/attachments/index.html [Tue Dec 14 18:28:22 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/ticket/attachments/index.html [Tue Dec 14 18:28:24 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/tickets/attachments/index.html [Tue Dec 14 18:28:26 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/techsupport/attachments/index.html [Tue Dec 14 18:28:26 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/cgi-bin/attachments/index.html [Tue Dec 14 18:28:28 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/attachments/index.html [Tue Dec 14 18:28:30 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/osticket/attachments/index.html [Tue Dec 14 18:28:31 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/helpdesk/attachments/index.html [Tue Dec 14 18:28:32 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/ticket/attachments/index.html [Tue Dec 14 18:28:33 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/tickets/attachments/index.html [Tue Dec 14 18:28:34 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/techsupport/attachments/index.html [Tue Dec 14 18:28:35 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/cgi-bin/attachments/index.html [Tue Dec 14 18:28:35 2004] [error] [Mason] File does not exist: /usr/local/rt3/share/html/attachments/index.html [Fri Dec 17 22:11:10 2004] [error]: WebRT: Corrupted attachment URL. () (/usr/local/rt3/share/html/Elements/Error:53) [Fri Dec 17 22:11:30 2004] [error]: WebRT: Corrupted attachment URL. () (/usr/local/rt3/share/html/Elements/Error:53) (other older error logs are full of file not founds) mysql -v = 3.23.58 From koos at kzdoos.xs4all.nl Thu Dec 23 10:42:33 2004 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Thu, 23 Dec 2004 16:42:33 +0100 Subject: [rt-users] RT 3.2.2 and index.html?q= giving empty pages Message-ID: <20041223154233.GA2770@kzdoos.xs4all.nl> I upgraded to rt-3.2.2 and noticed that searches from the main screen (giving a /index.html?q= .. url) give an empty page. All that's left is in html:
»|« RT 3.2.2 from Best Practical Solutions, LLC.
It *does* work when the search is for a specific ticket ID. I thought it was something in our localisation, but even when I disable that (chmod 0 rt3/local/html) it still shows. (perl 5.8.3, postgres as database, upgrade from rt-3.0.7 to rt-3.2.2, followed the UPGRADING and README documents correctly for as far as I know) Koos van den Hout -- Koos van den Hout, PGP keyid RSA/1024 0xCA845CB5 via keyservers koos at kzdoos.xs4all.nl or DSS/1024 0xF0D7C263 -?) Fax +31-30-2817051 Camp Wireless, wireless Internet access /\\ http://idefix.net/~koos/ at campsites http://www.camp-wireless.org/ _\_V -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 248 bytes Desc: not available URL: From les at futuresource.com Thu Dec 23 11:52:52 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 23 Dec 2004 10:52:52 -0600 Subject: [rt-users] Strange errors after upgrade In-Reply-To: <20041223153536.GA29632@unisrv.net> References: <20041223153536.GA29632@unisrv.net> Message-ID: <1103820772.22141.88.camel@moola.futuresource.com> On Thu, 2004-12-23 at 09:35, CJ Kucera wrote: > I recently upgraded an RT installation from 3.1.10 to 3.2.2, and the > web interface seems to be incredibly touchy now. I think some others have mentioned having to clear the var/mason_data directory after upgrades and restart apache to make things work. I've never been quite sure what was safe to remove so I rename the existing directory and create a new one with the same owner/permissions, but I don't think I've ever had to put any of the old stuff back. --- Les Mikesell les at futuresource.com From rt at apocalyptech.com Thu Dec 23 11:58:06 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Thu, 23 Dec 2004 10:58:06 -0600 Subject: [rt-users] Strange errors after upgrade In-Reply-To: <1103820772.22141.88.camel@moola.futuresource.com> References: <20041223153536.GA29632@unisrv.net> <1103820772.22141.88.camel@moola.futuresource.com> Message-ID: <20041223165806.GE29632@unisrv.net> Les Mikesell wrote: > I think some others have mentioned having to clear the var/mason_data > directory after upgrades and restart apache to make things work. I've > never been quite sure what was safe to remove so I rename the existing > directory and create a new one with the same owner/permissions, but I > don't think I've ever had to put any of the old stuff back. I'll give that a shot, though as I mentioned, this was an "upgrade" but but it was a clean install onto a new box (had just copied database data over to the new box), so there shouldn't have been anything conflicting in there. I *did* manage to find a mention of a similar problem on the list archives finally, and they recommended a DBI/DBD-mysql recompile, so I did that and we'll see if that fixes anything. Dunno how the stuff on that box could have gotten out of sync, as I'm pretty sure there's other stuff using it, but it won't hurt to recompile it, anyway... -CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From rickr at rice.edu Thu Dec 23 14:13:50 2004 From: rickr at rice.edu (Rick Russell) Date: Thu, 23 Dec 2004 13:13:50 -0600 Subject: [rt-users] Control who can see (but not modify) user info? In-Reply-To: <41C9FE8A.4050109@bogusville.us> References: <41C9FE8A.4050109@bogusville.us> Message-ID: <41CB18EE.4050308@rice.edu> Is there a Right in RT that determines whether someone can see the fields on the User page? I added "AdminUsers" to the folks who need to see those fields, but AdminUsers includes the ability to modify the fields as well as see them. Including the password field! Is there a right that just allows someone to view the fields? -- => Rick Russell => Rice University Information Technology, Helpdesk Supervisor => For computer help, call xHELP (x4357 or 713-348-4357) => OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu From aharrison at gmail.com Thu Dec 23 15:12:36 2004 From: aharrison at gmail.com (Andy Harrison) Date: Thu, 23 Dec 2004 15:12:36 -0500 Subject: [rt-users] Control who can see (but not modify) user info? In-Reply-To: <41CB18EE.4050308@rice.edu> References: <41C9FE8A.4050109@bogusville.us> <41CB18EE.4050308@rice.edu> Message-ID: On Thu, 23 Dec 2004 13:13:50 -0600, Rick Russell wrote: > > > Is there a Right in RT that determines whether someone can see the fields > on the User page? I added "AdminUsers" to the folks who need to see those > fields, but AdminUsers includes the ability to modify the fields as well > as see them. Including the password field! > > Is there a right that just allows someone to view the fields? I don't think there is way in the current rt core. But you could make a custom version of the /share/html/Admin/Users/Modify.html so that it just did the Display portion. Then make a custom version of /share/html/Admin/Users/index.html and change the the while loop to something like: %while ( $user = $users->Next) { % if ( $session{ CurrentUser }->HasRight( Right => 'SuperUser', Object => $RT::System )) {
  • <%$user->Name || loc('(no name listed)')%>
    • % } else {
  • <%$user->Name || loc('(no name listed)')%>
    • %} -- Andy Harrison From jlee110 at yahoo.com Thu Dec 23 15:32:14 2004 From: jlee110 at yahoo.com (James Lee) Date: Thu, 23 Dec 2004 12:32:14 -0800 (PST) Subject: [rt-users] upgrade from RT2 to RT3 Message-ID: <20041223203214.51220.qmail@web51704.mail.yahoo.com> hi, i have a question regarding upgrade. currently i'm running RT2.0.15 with mysql as the database. i just installed on another server RT3.2.2 with oracle 9205. i downloaded the migration tool http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz. the README in that tarfile isn't clear on whether the migration method is strictly for mysql going tom rt2 to rt3. or the migration method will work between mysql and oracle. has anyone try to migrate from rt2 using mysql to rt3 using oracle? thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From jhause at visi.net Thu Dec 23 15:44:31 2004 From: jhause at visi.net (Joe Hause) Date: Thu, 23 Dec 2004 15:44:31 -0500 Subject: [rt-users] CGI Loop? Message-ID: <41CB2E2F.3010904@visi.net> Hi all, I was changing a couple of group memberships and when I got to one of my groups to remove a member it just hung and when I looked at the server with top, there was an httpd process running at 90% processor power. So I restarted apache and everything went back to normal. When I tried again it did the same thing, steadily in increased until it hit about 95%. Everything else seems to be working fine. I was thinking memory leak or something, but my boss said it sounds more to him like a cgi loop. Can anyone help me out with this one? Thanks for your help! -- Joe ------------------------------------------------------------- Joseph Hause Continental Visinet Broadband jhause at visi.net http://www.visi.net Network Operations 757-873-4500/888-323-4500 ------------------------------------------------------------- ############################################################# "Far better it is to dare mighty things than to take rank with those poor timid spirits who know neither victory nor defeat" Theodore Roosevelt (1899) From jesse at bestpractical.com Thu Dec 23 16:21:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Dec 2004 16:21:05 -0500 Subject: [rt-users] CGI Loop? In-Reply-To: <41CB2E2F.3010904@visi.net> References: <41CB2E2F.3010904@visi.net> Message-ID: <20041223212105.GX25187@bestpractical.com> On Thu, Dec 23, 2004 at 03:44:31PM -0500, Joe Hause wrote: > > Hi all, I was changing a couple of group memberships and when I got to > one of my groups to remove a member it just hung and when I looked at > the server with top, there was an httpd process running at 90% processor > power. So I restarted apache and everything went back to normal. When I > tried again it did the same thing, steadily in increased until it hit > about 95%. Everything else seems to be working fine. I was thinking > memory leak or something, but my boss said it sounds more to him like a > cgi loop. Can anyone help me out with this one? Thanks for your help! What's in the logs? What's the database doing? What versions of things are you running? > > -- > Joe > > ------------------------------------------------------------- > Joseph Hause Continental Visinet Broadband > jhause at visi.net http://www.visi.net > Network Operations 757-873-4500/888-323-4500 > ------------------------------------------------------------- > ############################################################# > "Far better it is to dare > mighty things than to take > rank with those poor timid > spirits who know neither > victory nor defeat" > Theodore Roosevelt (1899) > _______________________________________________ > 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 Thu Dec 23 16:32:11 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Dec 2004 16:32:11 -0500 Subject: [rt-users] upgrade from RT2 to RT3 In-Reply-To: <20041223203214.51220.qmail@web51704.mail.yahoo.com> References: <20041223203214.51220.qmail@web51704.mail.yahoo.com> Message-ID: <20041223213211.GY25187@bestpractical.com> On Thu, Dec 23, 2004 at 12:32:14PM -0800, James Lee wrote: > hi, > i have a question regarding upgrade. currently i'm > running RT2.0.15 with mysql as the database. i just > installed on another server RT3.2.2 with oracle 9205. > i downloaded the migration tool > http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz. > the README in that tarfile isn't clear on whether the > migration method is strictly for mysql going tom rt2 > to rt3. or the migration method will work between > mysql and oracle. has anyone try to migrate from rt2 > using mysql to rt3 using oracle? I know it's been done. I'm in the middle of triaging some rt2->rt3 issues for a customer that might actually affect imports. This is the patch I've been testing out. It will fix possibly truncated attachments: === lib/RT/Attachment_Overlay.pm ================================================================== --- lib/RT/Attachment_Overlay.pm (revision 2464) +++ lib/RT/Attachment_Overlay.pm (local) @@ -220,7 +220,11 @@ my %args = ( ContentEncoding => 'none', @_ ); - return($self->SUPER::Create(@_)); + + + ($args{'ContentEncoding'}, $args{'Content'}) = $self->_EncodeLOB($args{'Content'}, $args{'MimeType'}); + + return($self->SUPER::Create(%args)); } # {{{ sub Content > thanks > jim > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.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 jhause at visi.net Thu Dec 23 17:22:43 2004 From: jhause at visi.net (Joe Hause) Date: Thu, 23 Dec 2004 17:22:43 -0500 Subject: [rt-users] CGI Loop? In-Reply-To: <20041223212105.GX25187@bestpractical.com> References: <41CB2E2F.3010904@visi.net> <20041223212105.GX25187@bestpractical.com> Message-ID: <41CB4533.9020007@visi.net> Mysql 4.0.21, apache 1.33, mod_perl 1.29, rt3.2.2 Top output: 527 www 123 0 96412K 92044K RUN 1:28 89.94% 89.94% httpd 465 mysql 20 0 57264K 27176K kserel 0:16 6.20% 6.20% mysqld Apache error log: [Thu Dec 23 15:30:21 2004] [notice] caught SIGTERM, shutting down [Thu Dec 23 15:30:42 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 configured -- resuming normal operations [Thu Dec 23 15:30:42 2004] [notice] Accept mutex: flock (Default: flock) Out of memory during request for 992 bytes, total sbrk() is 513054720 bytes! Callback called exit. [Thu Dec 23 15:50:19 2004] [error] [client 206.246.194.253] File does not exist: /opt/rt3/share/html/favicon.ico [Thu Dec 23 16:04:28 2004] [warn] child process 6199 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6200 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6201 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6288 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6203 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6204 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6205 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6206 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6289 did not exit, sending another SIGHUP [Thu Dec 23 16:04:28 2004] [warn] child process 6290 did not exit, sending another SIGHUP [Thu Dec 23 16:04:29 2004] [warn] child process 6199 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6200 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6201 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6288 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6203 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6204 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6205 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6206 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6289 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:29 2004] [warn] child process 6290 still did not exit, sending a SIGTERM [Thu Dec 23 16:04:33 2004] [error] child process 6199 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6200 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6201 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6288 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6203 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6204 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6205 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6206 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6289 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [error] child process 6290 still did not exit, sending a SIGKILL [Thu Dec 23 16:04:33 2004] [notice] SIGHUP received. Attempting to restart [Thu Dec 23 16:04:42 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 configured -- resuming normal operations [Thu Dec 23 16:04:42 2004] [notice] Accept mutex: flock (Default: flock) [Thu Dec 23 16:06:58 2004] [notice] caught SIGTERM, shutting down [Thu Dec 23 16:13:46 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 configured -- resuming normal operations [Thu Dec 23 16:13:46 2004] [notice] Accept mutex: flock (Default: flock) [Thu Dec 23 16:14:52 2004] [warn] child process 501 still did not exit, sending a SIGTERM [Thu Dec 23 16:14:56 2004] [error] child process 501 still did not exit, sending a SIGKILL [Thu Dec 23 16:14:56 2004] [notice] caught SIGTERM, shutting down [Thu Dec 23 16:15:11 2004] [notice] Apache/1.3.33 (Unix) mod_perl/1.29 configured -- resuming normal operations [Thu Dec 23 16:15:11 2004] [notice] Accept mutex: flock (Default: flock) Jesse Vincent wrote: > > > On Thu, Dec 23, 2004 at 03:44:31PM -0500, Joe Hause wrote: > >>Hi all, I was changing a couple of group memberships and when I got to >>one of my groups to remove a member it just hung and when I looked at >>the server with top, there was an httpd process running at 90% processor >>power. So I restarted apache and everything went back to normal. When I >>tried again it did the same thing, steadily in increased until it hit >>about 95%. Everything else seems to be working fine. I was thinking >>memory leak or something, but my boss said it sounds more to him like a >>cgi loop. Can anyone help me out with this one? Thanks for your help! > > > > What's in the logs? What's the database doing? What versions of things > are you running? > > > >>-- >>Joe >> >> ------------------------------------------------------------- >> Joseph Hause Continental Visinet Broadband >> jhause at visi.net http://www.visi.net >> Network Operations 757-873-4500/888-323-4500 >>------------------------------------------------------------- >>############################################################# >>"Far better it is to dare >>mighty things than to take >>rank with those poor timid >>spirits who know neither >>victory nor defeat" >>Theodore Roosevelt (1899) >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > -- Joe ------------------------------------------------------------- Joseph Hause Continental Visinet Broadband jhause at visi.net http://www.visi.net Network Operations 757-873-4500/888-323-4500 ------------------------------------------------------------- ############################################################# "Far better it is to dare mighty things than to take rank with those poor timid spirits who know neither victory nor defeat" Theodore Roosevelt (1899) From Rich.West at wesmo.com Fri Dec 24 01:19:06 2004 From: Rich.West at wesmo.com (Rich West) Date: Fri, 24 Dec 2004 01:19:06 -0500 Subject: [rt-users] Error: 404 Not Found? Message-ID: <41CBB4DA.6020709@wesmo.com> I had noticed that email to one of our RT instances was hanging around in the queue with a EX_TEMPFAIL error code. I made up a dummy test message and performed: cat /tmp/x | /etc/smrsh/rt-mailgate --queue support --action correspond --url https://our.internal.url/rt3 And it returned: An Error Occurred ================= 404 Not Found What in the heck does that mean? Since it is so late, my mind is a bit mushy.. :) -Rich From bortzmeyer at nic.fr Fri Dec 24 06:52:55 2004 From: bortzmeyer at nic.fr (Stephane Bortzmeyer) Date: Fri, 24 Dec 2004 12:52:55 +0100 Subject: [rt-users] Re: Vacation and out of office replies? In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB8976055C3DF0@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB8976055C3DF0@nt25.interpublic.com> Message-ID: <20041224115255.GA7294@nic.fr> On Tue, Dec 21, 2004 at 04:20:17PM -0500, Rebecca Coleman wrote a message of 73 lines which said: > I'm going to be out of my office for a bit and wondered if there was > a way to temporarily suspend my subscription to this list so as not > to bombard the list with my out of office replies If your vacation program replies to mailing lists, then it is hopelessly broken. Any professionnal above the age of 18 know how to avoid that (hint: read what's in the To: and Cc: headers and read the Precedence: header). Ask your system administrator to drop it and install something that complies with RFC 3834. From john.stoffel at taec.toshiba.com Fri Dec 24 11:53:25 2004 From: john.stoffel at taec.toshiba.com (John Stoffel) Date: Fri, 24 Dec 2004 11:53:25 -0500 Subject: [rt-users] BaseURL in Elements/TicketList Message-ID: <16844.18821.279869.760876@jfslinux.taec.toshiba.com> Hi, I'm having a wierd problem in my hacking with RT 3.2.2 in a new install. Basically, when I copy TicketList to local/html/Elements and modify it to have some different columns and spacing, I seem to have lost the Navigation bar setup working properly. The 'Next Page' link shows up just fine, but clicking on it gives: Not Found The requested URL /Order=DESC&Query=Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')&Rows=10&OrderBy=Created&Page=2&Format='__id__/TITLE:#', '__Subject__/TITLE:Subject', Requestors, ExtendedStatus, CreatedRelative, 'Take/TITLE: ' was not found on this server. It looks like $BaseURL isn't setup correctly. I've modified Elements/MyRequests to have ShowNavigation => 1, and the navigation links do show up, just without the BaseURL defined properly. Do I need to define this in RT_SiteConfig.pm, or in some other module? Do I need to change how MyRequests passes down the proper href to TicketList? Thanks, John P.S. I'm working to make the intial page once you login be simpler and more RT 1.0 in look. Keeping the abilities of RT 3.x, but just toning down the complexity to keep that admins more sane until they're comfortable with RT day to day. From Rich.West at wesmo.com Fri Dec 24 12:58:49 2004 From: Rich.West at wesmo.com (Rich West) Date: Fri, 24 Dec 2004 12:58:49 -0500 Subject: [rt-users] Error: 404 Not Found? In-Reply-To: <41CBB4DA.6020709@wesmo.com> References: <41CBB4DA.6020709@wesmo.com> Message-ID: <41CC58D9.5080605@wesmo.com> I think I figured this one out. The web interface was down. :( -Rich Rich West wrote: > I had noticed that email to one of our RT instances was hanging around > in the queue with a EX_TEMPFAIL error code. > > I made up a dummy test message and performed: > cat /tmp/x | /etc/smrsh/rt-mailgate --queue support --action > correspond --url https://our.internal.url/rt3 > > And it returned: > An Error Occurred > ================= > > 404 Not Found > > > What in the heck does that mean? Since it is so late, my mind is a > bit mushy.. :) > > -Rich From JoopvandeWege at mococo.nl Sat Dec 25 08:02:20 2004 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sat, 25 Dec 2004 14:02:20 +0100 Subject: [rt-users] Re: RT-Users Digest, Vol 9, Issue 64 In-Reply-To: <20041224115324.6B4974D80B0@diesel.bestpractical.com> References: <20041224115324.6B4974D80B0@diesel.bestpractical.com> Message-ID: <20041225135510.C603.JOOPVANDEWEGE@mococo.nl> On Fri, 24 Dec 2004 06:53:24 -0500 (EST) > hi, > i have a question regarding upgrade. currently i'm > running RT2.0.15 with mysql as the database. i just > installed on another server RT3.2.2 with oracle 9205. > i downloaded the migration tool > http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz. > the README in that tarfile isn't clear on whether the > migration method is strictly for mysql going tom rt2 > to rt3. or the migration method will work between > mysql and oracle. has anyone try to migrate from rt2 > using mysql to rt3 using oracle? > thanks > jim I have done almost the same thing, I upgraded from Oracle8i and rt 2.013 to Oracle 9i and rt 3.20. Problem that I encounterd was that rt2-to-rt3 had problems with attachments. They were correctly exported but its contenttype was not set and that cause problems during import. The way I fixed that was to modify the import part slightly. If you run into the same thing I can look up what I have done., There should also be some correspondonce on the maillinglists about this around juli-aug this year(??) Joop -- Joop van de Wege From jacobmat at addr.com Mon Dec 27 01:54:33 2004 From: jacobmat at addr.com (Jacob Mathew) Date: Mon, 27 Dec 2004 12:24:33 +0530 Subject: [rt-users] User cannot be created error in RT Message-ID: <02ea01c4ebe0$ebfd6370$5500a8c0@BLRADDRCOM> Hi list, Once i try to create a ticket from an external email id i m getting an error like this "User creation failed in mailgateway: Could not create user". Pls help me out to solve this problem.. kind regards Jacob -------------- next part -------------- An HTML attachment was scrubbed... URL: From sivan.deray at net-aptitude.fr Mon Dec 27 06:31:21 2004 From: sivan.deray at net-aptitude.fr (Sivan DERAY) Date: Mon, 27 Dec 2004 12:31:21 +0100 Subject: [rt-users] Modify scrip on resolving ticket Message-ID: <4E13BD0442DACA4D9606CAD98924F09A1F4F30@srv-nap-atlas-1.net-aptitude.fr> Hi everybody, I'm using RT 3.0.10 I'd like to include in the "Ticket Resolved model" the content of the comment sent to the admin groupe when resolving a ticket. Instead of sending a generic resolved message to the client and an another to the admin group, i'd like to send one including the content of the resolved ticket (sent to the admin group) to the client and an another including the link to the admin group as it is already preconfigured. can somebody help me ? Thanks ! -------------- next part -------------- An HTML attachment was scrubbed... URL: From sbw at tapestry.tucson.az.us Mon Dec 27 10:55:19 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Mon, 27 Dec 2004 08:55:19 -0700 Subject: [rt-users] 3.4RC1 configuration error? Message-ID: <41D03067.9020506@tapestry.tucson.az.us> I'm in the process of upgrading from RT 3.0.6 to RT 3.4RC1 and see the following error when trying to use an SSL connection: ------------------------------------------ Dec 27 09:43:15 fc3 RT: [Mason] Cannot resolve file to component: /var/www/error/HTTP_NOT_FOUND.html.var (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 883. (/opt/rt3/lib/RT.pm:277) ------------------------------------------ I think the answer to the question "is file outside component root?" is "yes", but can someone point me to what I might have done wrong in the configuration? Thanks! -- -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From jesse at bestpractical.com Mon Dec 27 12:18:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Dec 2004 12:18:26 -0500 Subject: [rt-users] User cannot be created error in RT In-Reply-To: <02ea01c4ebe0$ebfd6370$5500a8c0@BLRADDRCOM> References: <02ea01c4ebe0$ebfd6370$5500a8c0@BLRADDRCOM> Message-ID: <20041227171826.GH23249@bestpractical.com> Can you tell us a bit more about your RT setup? On Mon, Dec 27, 2004 at 12:24:33PM +0530, Jacob Mathew wrote: > Hi list, > > Once i try to create a ticket from an external email id i m getting an error like this "User creation failed in mailgateway: Could not create user". Pls help me out to solve this problem.. > > kind regards > Jacob > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From aharrison at gmail.com Tue Dec 28 09:01:40 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 28 Dec 2004 09:01:40 -0500 Subject: [rt-users] Modify scrip on resolving ticket In-Reply-To: <4E13BD0442DACA4D9606CAD98924F09A1F4F30@srv-nap-atlas-1.net-aptitude.fr> References: <4E13BD0442DACA4D9606CAD98924F09A1F4F30@srv-nap-atlas-1.net-aptitude.fr> Message-ID: On Mon, 27 Dec 2004 12:31:21 +0100, Sivan DERAY wrote: > > Hi everybody, > > I'm using RT 3.0.10 > > I'd like to include in the "Ticket Resolved model" the content of the > comment sent to the admin groupe when resolving a ticket. > > Instead of sending a generic resolved message to the client and an another > to the admin group, i'd like to send one including the content of the > resolved ticket (sent to the admin group) to the client and an another > including the link to the admin group as it is already preconfigured. > > can somebody help me ? Use two scrips. You're asking for something that would take a great deal of time for something that can already be done in a few minutes by just having two different scrips using two different templates. To include resolve comments, here is an example template that does just that. >>>>>---- Cut Here (make sure there's no blank line at the very top) ----<<<<<< Subject: Resolved: {$Ticket->Subject} This is an automated message to notify you that ticket [{$rtname} #{$Ticket->id()}] has been resolved. Closing comments are included at the bottom of this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- Ticket Data: { my $CustomFields = $Ticket->QueueObj->CustomFields(); while (my $CustomField = $CustomFields->Next()) { my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); $OUT .= $CustomField->Name; if ($CustomFieldValues->Count) { my $spacer; if ( $CustomField->Type ne 'FreeformMultiple' and $CustomField->Type ne 'SelectMultiple' ) { $spacer = " " x (20 - length($CustomField->Name)); } else { $spacer = "\n"; } $OUT .= ":" . $spacer; } else { $OUT .= ":\n"; next; } while (my $CustomFieldValue = $CustomFieldValues->Next) { $OUT .= " " if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); $OUT .= $CustomFieldValue->Content . "\n"; } $OUT .= "\n" if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); } $OUT; } ------------------------------------------------------------------------- Closing Comments: { 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; } >>>>>>>>----end----<<<<<<< -- Andy Harrison From r at elhames.co.uk Tue Dec 28 09:39:54 2004 From: r at elhames.co.uk (Raed El - Hames) Date: Tue, 28 Dec 2004 14:39:54 -0000 Subject: [rt-users] rt user administration Message-ID: <004701c4eceb$18e86690$52c593c3@tiger> Hi there; Does any one know of a way or an addon for better user administartion within RT, I would like a way in which I can assign someone a right to modify the properties of users in their group, but no one else .. at the moment its everyone or no one .. (RT 3.2, gentoo, mysql 4.0, apache 2, perl2) Roy From Ruslan.Zakirov at acronis.com Tue Dec 28 11:19:41 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Tue, 28 Dec 2004 19:19:41 +0300 Subject: [rt-users] rt user administration In-Reply-To: <004701c4eceb$18e86690$52c593c3@tiger> References: <004701c4eceb$18e86690$52c593c3@tiger> Message-ID: <41D1879D.8080802@acronis.com> Raed El - Hames wrote: > Hi there; > > Does any one know of a way or an addon for better user administartion within > RT, I would like a way in which I can assign someone a right to modify the > properties of users in their group, but no one else .. at the moment its > everyone or no one .. > (RT 3.2, gentoo, mysql 4.0, apache 2, perl2) AFAIK no such extension was contributed. > > Roy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From de5-list-rt-users at sws5.ornl.gov Tue Dec 28 13:29:42 2004 From: de5-list-rt-users at sws5.ornl.gov (Dave Sill) Date: Tue, 28 Dec 2004 13:29:42 -0500 Subject: [rt-users] Creating tickets by e-mail. In-Reply-To: <41D1879D.8080802@acronis.com> (Ruslan U. Zakirov's message of "Tue, 28 Dec 2004 19:19:41 +0300") References: <004701c4eceb$18e86690$52c593c3@tiger> <41D1879D.8080802@acronis.com> Message-ID: I'm running RT 2.0.15--yes, I know it's old. Years ago I set up a queue with an e-mail interface. It works fine. Today I created a new queue with an e-mail interface. The queue works OK via the web interface, but attempts to create a ticket by e-mail fail with: No permission to create tickets in the queue 'nsads-todo'. As near as I can tell, I've set up the new queue the same as the old queue. How can I figure out why there's a permission problem? -Dave From kwessel at intenex.net Tue Dec 28 14:02:29 2004 From: kwessel at intenex.net (Keith Wessel) Date: Tue, 28 Dec 2004 13:02:29 -0600 Subject: [rt-users] The old "Client does not support authentication method requested" Message-ID: <20041228190229.GA21392@zoot.intenex.net> Hello, all, Long-time RT user here, upgrading to a new system and a new version of RT. With my current configuration, I start apache and open my browser. Upon typing the URL for my RT install, I'm greeted with a 500 internal server error. Config of the new system is: RedHat EL3 Apache 2 (RPM) Perl 5.8.0 (RPM) Mysql 4.1.7 (RPM newer than RedHat distribution) RT 3.2.2 I'm unfortunately stuck with Perl 5.8.0 as Perl 5.8.3 won't work with the RedHat RPM of mod_perl and upgrading mod_perl would involve upgrading Apache. I could run the RPM of RT, but it wants SpamAssassin 2.55, and I'm not willing to run an SpamAssassin that old. I was able to set rt_user's password in Mysql using the old_password function and RT is up and running. But, I'm wondering why I can't get rt to talk to Mysql with the new Mysql 4 password hasing algorithm. I've used CPAN to make sure I have the latest DBD::Mysql and DBI. Are there other Perl modules I should be upgrading? Or something in RT that prefers the older method? Thanks, -Keith From mrz at intelenet.net Tue Dec 28 16:47:17 2004 From: mrz at intelenet.net (matthew zeier) Date: Tue, 28 Dec 2004 13:47:17 -0800 Subject: [rt-users] round-robin auto assignment? References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> Message-ID: <012501c4ed26$ccd94df0$88180a0a@MRZTP> I've done a little more work on this with Chance (scrip below). We're getting the following error with $Ticket: [Tue Dec 28 21:45:58 2004] [error]: Scrip 57 Prepare failed: Global symbol "$Ticket" requires explicit package name at (eval 2333) line 6. Global symbol "$Ticket" requires explicit package name at (eval 2333) line 18. Global symbol "$Ticket" requires explicit package name at (eval 2333) line 24. syntax error at (eval 2333) line 24, near "->SetOwner[" (/opt/rt3/lib/RT/Action/UserDefined.pm:65) How do I refer to the current ticket? ---- my @owners = qw( 2306 904 1880 ); #could create a group for this push(@owners, @owners); my $tickets = RT::Tickets->new($RT::System); $tickets->LimitQueue(VALUE => 'ICI Internal'); $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner->Id; my $i = 0; my $isSet = 0; my $new_owner; foreach $i ( @owners) { if ($owners[$i] == $last_owner) { $new_owner = $owners[$i+1]; $Ticket->SetOwner($new_owner); $isSet = 1; } } if (!($isSet)) { $Ticket->SetOwner[int(rand($#owners))]; } From aharrison at gmail.com Tue Dec 28 17:37:07 2004 From: aharrison at gmail.com (Andy Harrison) Date: Tue, 28 Dec 2004 17:37:07 -0500 Subject: [rt-users] round-robin auto assignment? In-Reply-To: <012501c4ed26$ccd94df0$88180a0a@MRZTP> References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> Message-ID: On Tue, 28 Dec 2004 13:47:17 -0800, matthew zeier wrote: > > I've done a little more work on this with Chance (scrip below). We're > getting the following error with $Ticket: > > [Tue Dec 28 21:45:58 2004] [error]: Scrip 57 Prepare failed: Global symbol > "$Ticket" requires explicit package name at (eval 2333) line 6. > Global symbol "$Ticket" requires explicit package name at (eval 2333) line > 18. > Global symbol "$Ticket" requires explicit package name at (eval 2333) line > 24. > syntax error at (eval 2333) line 24, near "->SetOwner[" > (/opt/rt3/lib/RT/Action/UserDefined.pm:65) > > > How do I refer to the current ticket? > > ---- > > my @owners = qw( 2306 904 1880 ); #could create a group for this > push(@owners, @owners); > > my $tickets = RT::Tickets->new($RT::System); > $tickets->LimitQueue(VALUE => 'ICI Internal'); > $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); > $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); > my $last_ticket = $tickets->First; > my $last_owner = $last_ticket->Owner->Id; > > my $i = 0; > my $isSet = 0; > my $new_owner; > > foreach $i ( @owners) { > if ($owners[$i] == $last_owner) { > $new_owner = $owners[$i+1]; > $Ticket->SetOwner($new_owner); > $isSet = 1; > } > } > > if (!($isSet)) { > $Ticket->SetOwner[int(rand($#owners))]; > } > You have to iterate the collection of tickets. while ( my $Ticket = $tickets->Next ) { ... } -- Andy Harrison From mrz at intelenet.net Tue Dec 28 17:46:53 2004 From: mrz at intelenet.net (matthew zeier) Date: Tue, 28 Dec 2004 14:46:53 -0800 Subject: [rt-users] round-robin auto assignment? References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> Message-ID: <022601c4ed2f$203a6440$88180a0a@MRZTP> >> >> How do I refer to the current ticket? >> if (!($isSet)) { >> $Ticket->SetOwner[int(rand($#owners))]; >> } >> > > You have to iterate the collection of tickets. > > while ( my $Ticket = $tickets->Next ) { > ... > } Why? You mean I have to re-search the queue to find the ticket I'm in the midst of creating? That's seems like a horribly complicated method to get the current ticket's object. From rt at chaka.net Tue Dec 28 17:16:58 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 28 Dec 2004 17:16:58 -0500 Subject: [rt-users] round-robin auto assignment? In-Reply-To: <012501c4ed26$ccd94df0$88180a0a@MRZTP> References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> Message-ID: <20041228221658.GB11055@chaka.net> Try: $Transaction->TicketObj->SetOwner On Tue, Dec 28, 2004 at 01:47:17PM -0800, matthew zeier wrote: > > I've done a little more work on this with Chance (scrip below). We're > getting the following error with $Ticket: > > > [Tue Dec 28 21:45:58 2004] [error]: Scrip 57 Prepare failed: Global symbol > "$Ticket" requires explicit package name at (eval 2333) line 6. > Global symbol "$Ticket" requires explicit package name at (eval 2333) line > 18. > Global symbol "$Ticket" requires explicit package name at (eval 2333) line > 24. > syntax error at (eval 2333) line 24, near "->SetOwner[" > (/opt/rt3/lib/RT/Action/UserDefined.pm:65) > > > How do I refer to the current ticket? > > ---- > > my @owners = qw( 2306 904 1880 ); #could create a group for this > push(@owners, @owners); > > my $tickets = RT::Tickets->new($RT::System); > $tickets->LimitQueue(VALUE => 'ICI Internal'); > $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); > $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); > my $last_ticket = $tickets->First; > my $last_owner = $last_ticket->Owner->Id; > > my $i = 0; > my $isSet = 0; > my $new_owner; > > foreach $i ( @owners) { > if ($owners[$i] == $last_owner) { > $new_owner = $owners[$i+1]; > $Ticket->SetOwner($new_owner); > $isSet = 1; > } > } > > if (!($isSet)) { > $Ticket->SetOwner[int(rand($#owners))]; > } > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From mrz at intelenet.net Tue Dec 28 18:03:14 2004 From: mrz at intelenet.net (matthew zeier) Date: Tue, 28 Dec 2004 15:03:14 -0800 Subject: [rt-users] round-robin auto assignment? References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> <20041228221658.GB11055@chaka.net> Message-ID: <024201c4ed31$6965dbc0$88180a0a@MRZTP> > > $Transaction->TicketObj->SetOwner > Similiar error. [Tue Dec 28 23:01:49 2004] [error]: Scrip 57 Prepare failed: Global symbol "$Ticket" requires explicit package name at (eval 2195) line 6. Global symbol "$Transaction" requires explicit package name at (eval 2195) line 18. Global symbol "$Transaction" requires explicit package name at (eval 2195) line 24. syntax error at (eval 2195) line 24, near "->SetOwner[" (/opt/rt3/lib/RT/Action/UserDefined.pm:65) my @owners = qw( 2306 904 1880 ); #could create a group for this push(@owners, @owners); my $tickets = RT::Tickets->new($RT::System); $tickets->LimitQueue(VALUE => 'ICI Internal'); $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner->Id; my $i = 0; my $isSet = 0; my $new_owner; foreach $i ( @owners) { if ($owners[$i] == $last_owner) { $new_owner = $owners[$i+1]; $Transaction->TicketObj->SetOwner($new_owner); $isSet = 1; } } if (!($isSet)) { $Transaction->TicketObj->SetOwner[int(rand($#owners))]; } From rt at chaka.net Tue Dec 28 17:40:33 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 28 Dec 2004 17:40:33 -0500 Subject: [rt-users] round-robin auto assignment? In-Reply-To: <024201c4ed31$6965dbc0$88180a0a@MRZTP> References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> <20041228221658.GB11055@chaka.net> <024201c4ed31$6965dbc0$88180a0a@MRZTP> Message-ID: <20041228224033.GC11055@chaka.net> Sorry. Use this: $self->TicketObj->SetOwner On Tue, Dec 28, 2004 at 03:03:14PM -0800, matthew zeier wrote: > > > > >$Transaction->TicketObj->SetOwner > > > > Similiar error. > > [Tue Dec 28 23:01:49 2004] [error]: Scrip 57 Prepare failed: Global symbol > "$Ticket" requires explicit package name at (eval 2195) line 6. > Global symbol "$Transaction" requires explicit package name at (eval 2195) > line 18. > Global symbol "$Transaction" requires explicit package name at (eval 2195) > line 24. > syntax error at (eval 2195) line 24, near "->SetOwner[" > (/opt/rt3/lib/RT/Action/UserDefined.pm:65) > > > > my @owners = qw( 2306 904 1880 ); #could create a group for this > push(@owners, @owners); > > my $tickets = RT::Tickets->new($RT::System); > $tickets->LimitQueue(VALUE => 'ICI Internal'); > $tickets->LimitId(VALUE => $Ticket->Id, OPERATOR => '!='); > $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); > my $last_ticket = $tickets->First; > my $last_owner = $last_ticket->Owner->Id; > > my $i = 0; > my $isSet = 0; > my $new_owner; > > foreach $i ( @owners) { > if ($owners[$i] == $last_owner) { > $new_owner = $owners[$i+1]; > $Transaction->TicketObj->SetOwner($new_owner); > $isSet = 1; > } > } > > if (!($isSet)) { > $Transaction->TicketObj->SetOwner[int(rand($#owners))]; > } From mrz at intelenet.net Tue Dec 28 18:36:33 2004 From: mrz at intelenet.net (matthew zeier) Date: Tue, 28 Dec 2004 15:36:33 -0800 Subject: [rt-users] round-robin auto assignment? References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> <20041228221658.GB11055@chaka.net> <024201c4ed31$6965dbc0$88180a0a@MRZTP> <20041228224033.GC11055@chaka.net> Message-ID: <02a101c4ed36$10e5d090$88180a0a@MRZTP> > > $self->TicketObj->SetOwner Hey, that was it. But I guess now I'm missing one other piece of data - currentuser? I promise after I get this resolved, I'll sign up for the one day RT developer training session! [Tue Dec 28 23:30:34 2004] [error]: Scrip 57 Prepare failed: No currentuser at /opt/rt3/lib/RT/Base.pm line 123 RT::Base::loc('RT::System=HASH(0x9d9940c)', 'Queue') called at /opt/rt3/lib/RT/Base.pm line 118 RT::Base::loc('RT::Tickets=HASH(0x9d3cd78)', 'Queue') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 1047 RT::Tickets::LimitQueue('RT::Tickets=HASH(0x9d3cd78)', 'VALUE', 'ICI Internal') called at (eval 2529) line 5 eval 'my @owners = qw( 2306 904 1880 ); #could create a group for this push(@owners, @owners); my $tickets = RT::Tickets->new($RT::System); $tickets->LimitQueue(VALUE => \'ICI Internal\'); $tickets->LimitId(VALUE => $self->TicketObj->Id, OPERATOR => \'!=\'); $tickets->OrderBy( FIELD => \'id\', ORDER => \'DESC\' ); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner->Id; my $i = 0; my $isSet = 0; my $new_owner; foreach $i ( @owners) { if ($owners[$i] == $last_owner) { $new_owner = $owners[$i+1]; $self->TicketObj->SetOwner($new_owner); $isSet = 1; } } if (!($isSet)) { my $randOwner = int(rand($#owners)); $randOwner = $owners[$randOwner]; $self->TicketObj->SetOwner($randOwner); } From rt at chaka.net Tue Dec 28 17:58:48 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 28 Dec 2004 17:58:48 -0500 Subject: [rt-users] round-robin auto assignment? In-Reply-To: <02a101c4ed36$10e5d090$88180a0a@MRZTP> References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> <20041228221658.GB11055@chaka.net> <024201c4ed31$6965dbc0$88180a0a@MRZTP> <20041228224033.GC11055@chaka.net> <02a101c4ed36$10e5d090$88180a0a@MRZTP> Message-ID: <20041228225848.GD11055@chaka.net> Change RT::System to RT::SystemUser On Tue, Dec 28, 2004 at 03:36:33PM -0800, matthew zeier wrote: > > > >$self->TicketObj->SetOwner > > Hey, that was it. But I guess now I'm missing one other piece of data - > currentuser? > > I promise after I get this resolved, I'll sign up for the one day RT > developer training session! > > [Tue Dec 28 23:30:34 2004] [error]: Scrip 57 Prepare failed: No currentuser > at /opt/rt3/lib/RT/Base.pm line 123 > RT::Base::loc('RT::System=HASH(0x9d9940c)', 'Queue') called at > /opt/rt3/lib/RT/Base.pm line 118 > RT::Base::loc('RT::Tickets=HASH(0x9d3cd78)', 'Queue') called at > /opt/rt3/lib/RT/Tickets_Overlay.pm line 1047 > RT::Tickets::LimitQueue('RT::Tickets=HASH(0x9d3cd78)', 'VALUE', 'ICI > Internal') called at (eval 2529) line 5 > eval 'my @owners = qw( 2306 904 1880 ); #could create a group for > this > push(@owners, @owners); > > my $tickets = RT::Tickets->new($RT::System); > $tickets->LimitQueue(VALUE => \'ICI Internal\'); > $tickets->LimitId(VALUE => $self->TicketObj->Id, OPERATOR => \'!=\'); > $tickets->OrderBy( FIELD => \'id\', ORDER => \'DESC\' ); > my $last_ticket = $tickets->First; > my $last_owner = $last_ticket->Owner->Id; > > my $i = 0; > my $isSet = 0; > my $new_owner; > > foreach $i ( @owners) { > if ($owners[$i] == $last_owner) { > $new_owner = $owners[$i+1]; > $self->TicketObj->SetOwner($new_owner); > $isSet = 1; > } > } > > if (!($isSet)) { > my $randOwner = int(rand($#owners)); > $randOwner = $owners[$randOwner]; > $self->TicketObj->SetOwner($randOwner); > } From mrz at intelenet.net Tue Dec 28 21:22:14 2004 From: mrz at intelenet.net (matthew zeier) Date: Tue, 28 Dec 2004 18:22:14 -0800 Subject: [rt-users] round-robin auto assignment - DONE References: <00ed01c4e2ed$3ce0aba0$88180a0a@MRZTP> <20041215221754.GH11055@chaka.net> <012501c4ed26$ccd94df0$88180a0a@MRZTP> <20041228221658.GB11055@chaka.net> <024201c4ed31$6965dbc0$88180a0a@MRZTP> <20041228224033.GC11055@chaka.net> <02a101c4ed36$10e5d090$88180a0a@MRZTP> <20041228225848.GD11055@chaka.net> Message-ID: <03a901c4ed4d$35d0d640$88180a0a@MRZTP> Thanks to everyone who helped with this. The working scrip is below. If the last owner isn't one of the owners to round-robin through, a random owner is picked. Ideally, @owners would be an RT group and somehow magically work, but that's for the next rev. my @owners = qw( 752 82040 ); # need to grab id from Users table push(@owners, @owners); my $tickets = RT::Tickets->new($RT::SystemUser); $tickets->LimitQueue(VALUE => 'Sales'); # my queue, yours may differ $tickets->LimitId(VALUE => $self->TicketObj->Id, OPERATOR => '!='); $tickets->OrderBy( FIELD => 'id', ORDER => 'DESC' ); my $last_ticket = $tickets->First; my $last_owner = $last_ticket->Owner; my $i = 0; my $isSet = 0; my $new_owner; foreach $i ( @owners) { if ($owners[$i] == $last_owner) { $new_owner = $owners[$i+1]; $self->TicketObj->SetOwner($new_owner); $isSet = 1; } } if (!($isSet)) { my $randOwner = int(rand($#owners)); $randOwner = $owners[$randOwner]; $self->TicketObj->SetOwner($randOwner); } From pape-rt at inf.fu-berlin.de Wed Dec 29 05:38:23 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 29 Dec 2004 11:38:23 +0100 Subject: [rt-users] new Version of ExtractCustomFields (multi value cfs) Message-ID: <43D2AB1F41F4383CD5E2CCC9@eremix> Hello, the new Version of ExtractCustomFields can be found under . Thanks to a suggestion of Stephen Turner, MIT, it now has some support for multi value cfs: If the targeted cf is multi valued and the matched string is a comma separated list, each item of the list becomes a separate value. Pleas give me feedback, since I do not use this feature here (so testing was minimal). Dirk. From pape-rt at inf.fu-berlin.de Wed Dec 29 06:19:33 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Wed, 29 Dec 2004 12:19:33 +0100 Subject: [rt-users] WORKAROUND: anyone else? rt3.2.2+apache2+fastcgi - problem with mailgate (double utf8-encoding) In-Reply-To: <20041222175943.GZ28554@bestpractical.com> References: <20041222175943.GZ28554@bestpractical.com> Message-ID: <43BA4943E6B08526317047A8@eremix> Hello Jesse, --Am Mittwoch, 22. Dezember 2004 12:59 Uhr -0500 schrieb Jesse Vincent : > By default, RT assumes that _all_ incoming http messages are in UTF8 and > acts accordingly. This can (and in the past did) scramble incoming email > if it wasn't UTF8 to begin with. ok, I changed the patch to set content-type charset to utf8 explicitely in rt-mailgate and REST/1.0/autohandler. Since this is expected to be done by apache's "AddDefaultCharset UFT-8" anyway (which is disfunctional in my situation for any reason I still don't know), it should be harmless: Am I really the only one having this problem? Dirk. From thomas.wollner at autoform.de Wed Dec 29 08:27:54 2004 From: thomas.wollner at autoform.de (Thomas Wollner) Date: Wed, 29 Dec 2004 14:27:54 +0100 Subject: [rt-users] Transfer only unprivileged Users from RT 2.0.13 to RT 3.2.2 Message-ID: <41D2B0DA.5080609@autoform.de> Hello! We use a "old" RT 2.0.13 and a "new" RT 3.2.2. For the new RT we need only the unprivileged Users of the old RT. How is a transfer possible? Can the "rt2 to rt3" script help me? We don't need the other users or the tickets of the old RT system. I tried to export the table "Users" and import it to "Users" in the new RT (with mysql). But in the new RT there are three (or four?) tables more for the user management. We use RT 3.2.2 on SuSE Linux 8.1 with mysql (4.0.20). Thanks for your help! Thomas From daves at wavesco.com Wed Dec 29 11:16:07 2004 From: daves at wavesco.com (David Schnardthorst) Date: Wed, 29 Dec 2004 10:16:07 -0600 Subject: [rt-users] Re: Error when using rt-crontool Message-ID: All, I am attempting to use rt-crontool to send e-mail on unowned tickets based on the instructions shown at http://wiki.bestpractical.com/index.cgi?TimedNotifications. However, when I attempt to run the commands I get the following: [rt at elentari extutils]$ ./rt-unowned No RT user found. Please consult your RT administrator. rt-unowned contains the following: /opt/rt/bin/rt-crontool --search RT::Search::FromSQL \ --search-arg "Owner = '10' AND Created < '2 days ago' AND Created > '3 days ago'" \ --action RT::Action::RecordComment --template 'Unowned tickets' Any help would be greatly appreciated. Thanks, Dave Schnardthorst From aharrison at gmail.com Wed Dec 29 12:17:39 2004 From: aharrison at gmail.com (Andy Harrison) Date: Wed, 29 Dec 2004 12:17:39 -0500 Subject: [rt-users] Re: Error when using rt-crontool In-Reply-To: References: Message-ID: > No RT user found. Please consult your RT administrator. rt-crontool (which uses RT::Interface::CLI, btw) tries to create a user object from whatever the currently logged in user is. So if the username you're current using in your operating system doesn't exist, it won't work. You can fudge it a bit... In the rt-crontool script, instead of: #Get the current user all loaded my $CurrentUser = GetCurrentUser(); change it to: # specify user to load my $CurrentUser = RT::CurrentUser->new(); $CurrentUser->LoadByName('YourRTUsername'); -- Andy Harrison From terry.krile at noridian.com Wed Dec 29 13:55:08 2004 From: terry.krile at noridian.com (Terry Krile) Date: Wed, 29 Dec 2004 12:55:08 -0600 Subject: [rt-users] template to create new ticket when queue is changed Message-ID: Greetings, The project I'm working on requires that we create a new ticket when an existing ticket is changed to another queue. The purpose of this requirement is to reset the Date Created value. I've been scouring the wiki and list archives and found bits of information here and there but while trying to add 2+2, I'm still coming up with -1. The plan is to create a scrip that will use a custom condition to check existing and new queue values then use the Create Tickets action with a template that will transfer existing ticket values to the new ticket, then finally close the existing ticket. Can someone provide an example of code to use for the custom condition? I need to check the values of the existing and selected queues. Also, what else will I need for the content of the template? This is what I have so far: Queue => 'Specialist', Subject => $subject, Owner => 'root', Requestor => $requestor, MIMEObj => $ticket_body, CustomField-6 => $CustomField-5 Thanks for your advice -- I'm working on a tight deadline. I'll be happy to update the wiki with a sample solution once I get this going. Terry -------------- next part -------------- An HTML attachment was scrubbed... URL: From hilton at quarkit.com.au Wed Dec 29 17:24:20 2004 From: hilton at quarkit.com.au (Quark IT - Hilton Travis) Date: Thu, 30 Dec 2004 08:24:20 +1000 Subject: [rt-users] About-to-be-new-user Message-ID: <1E400555153D82468A9D54BEED3BD8E90DF96A@server.QuarkIT.local> Hi All, I've just installed Debian Sarge on a test box here, and wanted to "apt-get install request-tracker3" but just noticed that RT3.4 is almost out. I can wait until this is released before trialling RT here. Any idea on roughly how far away the RT3.4 release will be? I did try the deb package a few weeks back, but there seemed to be an issue that there was no "rt" group created as per the "Manual Installation" docs. I couldn't get access to the RT webpage - I kept getting (from memory) 500: errors, so decided to blow it all and start from scratch. Anyway, if there are any ideas as to what I may have b0rked on my first attempt, feel free to enlighten me. As I said, I'm willing to wait until RT 3.4 is released before trying again - RT is currently looking like the best choice here, followed by Eventum (which, I must admit, is a lot easier to install, however less feature-rich). RT is certainly looking like the package of choice here. -- Regards, Hilton Travis Phone: +61 (0)7 3344 3889 (Brisbane, Australia) Phone: +61 (0)419 792 394 Manager, Quark IT http://www.quarkit.com.au Quark AudioVisual http://www.quarkav.net http://www.threatcode.com/ <-- its now time to shame poor coders into writing code that is acceptable for use on today's networks War doesn't determine who is right. War determines who is left. This document and any attachments are for the intended recipient only. It may contain confidential, privileged or copyright material which must not be disclosed or distributed. From toddmc at ncrra.ca Wed Dec 29 19:48:23 2004 From: toddmc at ncrra.ca (Todd McCullough) Date: Wed, 29 Dec 2004 19:48:23 -0500 Subject: [rt-users] FAST-CGI Message-ID: <200412300043.iBU0hwt15385@ncrra.ca> I've installed everything without errors but when I start apache I get the following errors. I've using Fedora core 3 postgresql-7.4.6-1.FC3.2 httpd-2.0.52-3.1 perl-5.8.5-9 mod_fastcgi-2.4.2-1 Here's the errors!! Help!!! [Sun Dec 26 04:02:10 2004] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Sun Dec 26 04:02:10 2004] [notice] FastCGI: process manager initialized (pid 22080) [Sun Dec 26 04:02:10 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 22081) [Sun Dec 26 04:02:10 2004] [notice] Apache/2.0.52 (Fedora) configured -- resuming normal operations FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid 22081), execle() failed: Permission denied [Sun Dec 26 04:02:11 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 22081) terminated by calling exit with status '255' [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" restarted (pid 22090) FastCGI: can't start server "/opt/rt3/bin/mason_handler.fcgi" (pid 22090), execle() failed: Permission denied [Sun Dec 26 04:02:15 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 22090) terminated by calling exit with status '255' -------------- next part -------------- An HTML attachment was scrubbed... URL: From calvin.chan at hic.gov.au Thu Dec 30 09:00:36 2004 From: calvin.chan at hic.gov.au (calvin.chan at hic.gov.au) Date: Fri, 31 Dec 2004 01:00:36 +1100 Subject: [rt-users] Calvin Chan/CO/HIC is out of the office. Message-ID: I will be out of the office starting 30/12/2004 and will not return until 24/01/2005. I will respond to your message when I return. During my absence, please address all support requests to ets.help at hic.gov.au. **************************************************************** NOTICE - This message is intended only for the use of the addressee named above and may contain privileged and confidential information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. If you received this message in error please notify HIC immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of HIC. **************************************************************** From murphy at genome.chop.edu Thu Dec 30 09:26:06 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 30 Dec 2004 09:26:06 -0500 Subject: [rt-users] installing request-tracker3 debian package on 'testing' Message-ID: <41D40FFE.5050204@genome.chop.edu> I'm installing RT for the first time on the Debian i386 Linux 'testing' distribution, using the instructions provided by Stephen Quinney in /usr/share/doc/request-tracker3/INSTALL.Debian.gz. My distribution is up to date; perl is standing at 5.8.4. I encountered my first problem at the schema population step: $ /usr/sbin/rt-setup-database --action init --dba rtuser \ --prompt-for-dba-password > Can't locate /etc/request-tracker3/RT_SiteConfig.pm in @INC (@INC contains: /usr/share/request-tracker3/lib /etc/perl /usr/\local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/l\ocal/lib/site_perl /usr/local/lib/perl/5.8.3 /usr/local/share/perl/5.8.3 .) at /usr/share/request-tracker3/lib/RT.pm line 103 I guess I can get around this by setting the PERL5LIB variable, but ... What's the "right" way to fix this in the context of the Debian package? Is it possible that either the intructions or the package needs a tweak? Thanks, Kevin Murphy From sheeri.kritzer at tufts.edu Thu Dec 30 10:10:30 2004 From: sheeri.kritzer at tufts.edu (Sheeri Kritzer) Date: Thu, 30 Dec 2004 10:10:30 -0500 Subject: [rt-users] Next and Previous gone in RT 3.2? Message-ID: <1104419430.41d41a669d035@webmail.tufts.edu> Hello, We recently upgraded from RT 3.0.11 to 3.2.2. When we do a search and get results, and click on a ticket in the search, we no longer see the "Next" and "Previous" links -- where did they go? Many of our users will go through a queue daily, and those links are very important so they don't have to click "Show Results" to get back to the search page to click the next ticket. . . -Sheeri Kritzer Systems Administrator University Systems Group Tufts University 617-627-3925 sheeri.kritzer at tufts.edu From jesse at bestpractical.com Thu Dec 30 12:05:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Dec 2004 12:05:04 -0500 Subject: [rt-users] Next and Previous gone in RT 3.2? In-Reply-To: <1104419430.41d41a669d035@webmail.tufts.edu> References: <1104419430.41d41a669d035@webmail.tufts.edu> Message-ID: <20041230170504.GD2025@bestpractical.com> On Thu, Dec 30, 2004 at 10:10:30AM -0500, Sheeri Kritzer wrote: > Hello, > > We recently upgraded from RT 3.0.11 to 3.2.2. > > When we do a search and get results, and click on a ticket in the search, we no > longer see the "Next" and "Previous" links -- where did they go? Many of our > users will go through a queue daily, and those links are very important so they > don't have to click "Show Results" to get back to the search page to click the > next ticket. . . Give 3.2.3RC1 a shot? > > -Sheeri Kritzer > Systems Administrator > University Systems Group > Tufts University > 617-627-3925 > sheeri.kritzer at tufts.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 Thu Dec 30 12:18:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Dec 2004 12:18:28 -0500 Subject: [rt-users] installing request-tracker3 debian package on 'testing' In-Reply-To: <41D40FFE.5050204@genome.chop.edu> References: <41D40FFE.5050204@genome.chop.edu> Message-ID: <20041230171828.GF2025@bestpractical.com> On Thu, Dec 30, 2004 at 09:26:06AM -0500, Kevin Murphy wrote: > I'm installing RT for the first time on the Debian i386 Linux 'testing' > distribution, using the instructions provided by Stephen Quinney in > /usr/share/doc/request-tracker3/INSTALL.Debian.gz. My distribution is > up to date; perl is standing at 5.8.4. > > I encountered my first problem at the schema population step: > > $ /usr/sbin/rt-setup-database --action init --dba rtuser \ > --prompt-for-dba-password > > > Can't locate /etc/request-tracker3/RT_SiteConfig.pm in @INC (@INC > contains: /usr/share/request-tracker3/lib /etc/perl > /usr/\local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 > /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 > /usr/l\ocal/lib/site_perl /usr/local/lib/perl/5.8.3 > /usr/local/share/perl/5.8.3 .) at /usr/share/request-tracker3/lib/RT.pm > line 103 My first guess is that that's a permissions issue. Try running the command as root? > > I guess I can get around this by setting the PERL5LIB variable, but ... > > What's the "right" way to fix this in the context of the Debian package? > > Is it possible that either the intructions or the package needs a tweak? > > Thanks, > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From jkikpole at cairodurham.org Thu Dec 30 12:14:08 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Thu, 30 Dec 2004 12:14:08 -0500 Subject: [rt-users] Web interface is slow Message-ID: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> Ever since upgrading to the 3.x series, I've had very slow performance on the web interface for RT. Maybe I don't notice this on the email interface because it only makes small transactions instead of trying to view the 17 comments in the ticket's history. So, for all I know I'm barking up the wrong tree. I do know that performance is so bad that certain very long tickets do not even load after 15 minutes. RT 3.2.2 FreeBSD 4.10 Apache 1.3.33 mod_perl 1.29 MySQL 4.0.21 DBIx::SearchBuilder version 1.15 and 1.16 have been tried with the same results Almost 5000 tickets 7 users that login email interface available over postfix 2.0 I've tried to install RT 3.2.2 on a different server (athena) and reference the DB storage on the first server (zeus). Watching "top" on both of these servers shows the mysqld process on zeus to be barely used at all while an httpd process on athena consumes all available CPU time for well over a half hour (and still going, so I don't know how long it will take) and a lot of memory (151MB and still climbing). This ticket displayed fine in RT version 2.0.15. The migration from 2.0.15 to 3.2.2 involved an upgrade to 3.0, use of the migration tools, and then another upgrade to 3.2. Since this effects the DB storage and not the web GUI, I'm not sure if this is relevant. The use of the FreeBSD ports collections was attempted, but manual installation from source was found to work better. Its been a few months since I've done this, so please forgive me for forgetting *how* it worked better. I think that it just didn't vs. did work, but I am not completely certain. The command line interface appears to want a password but none that I try work. My shell username is the same as my RT username, but that password and the DB user password do not work. I'm not sure if this is related. Are there any tips that anyone can offer? Thanks in advance, Jaime -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org From john at trdlnk.com Thu Dec 30 12:29:17 2004 From: john at trdlnk.com (John Giles) Date: Thu, 30 Dec 2004 11:29:17 -0600 Subject: [rt-users] RT 3.2.2 Query Builder - Delete key does not work Message-ID: RT 3.2.2 Mandrake 10.0 Perl 5.8.3 Fast CGI Mysql 4.0.18 The Delete key does not work when deleting elements from the Query Builder. When selecting a line and pressing the Delete key, the entire page refreshes/reloads but the line is still in the Query window. I do not get any messages in the log files. Has this problem already been identified ? John Giles john at trdlnk.com From fatyem at gmail.com Thu Dec 30 12:54:57 2004 From: fatyem at gmail.com (YEM) Date: Thu, 30 Dec 2004 10:54:57 -0700 Subject: [rt-users] create/resolve ticket Message-ID: <285c21190412300954cebf579@mail.gmail.com> When I create a ticket, and set the status to resolved it doesn't resolve until I go back into the ticket and set it again.. Is there a way to create a ticket and at the same time set it to resolve? Using RT 3.2.1. Thanks. -YEM From lmw94002 at hotmail.com Thu Dec 30 12:52:35 2004 From: lmw94002 at hotmail.com (Mathew Walker) Date: Thu, 30 Dec 2004 12:52:35 -0500 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken Message-ID: I've finally stumbled along enough to get things working (gotta love the list archives), however when I click TOOLS from the main menu on the left, I get the following errror. A little direction would be greatly appreciated. To the best of my ability, I can't find any glaring errors. error: Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 104. context: ... 100: $self->{'TransactionObj'} = $args{'TransactionObj'}; 101: $self->{'TemplateObj'} = $args{'TemplateObj'}; 102: $self->{'Type'} = $args{'Type'}; 103: $self->CurrentUser( $args{'CurrentUser'}); 104: Scalar::Util::weaken($self->{'ScripObj'}); 105: Scalar::Util::weaken($self->{'TicketObj'}); 106: Scalar::Util::weaken($self->{'TemplateObj'}); 107: Scalar::Util::weaken($self->{'TransactionObj'}); 108: ... code stack: /opt/rt3/lib/RT/Action/Generic.pm:104 /opt/rt3/lib/RT/Action/Generic.pm:79 /opt/rt3/share/html/Tools/Offline.html:107 /opt/rt3/share/html/autohandler:221 raw error From murphy at genome.chop.edu Thu Dec 30 13:14:05 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 30 Dec 2004 13:14:05 -0500 Subject: [rt-users] installing request-tracker3 debian package on 'testing' In-Reply-To: <20041230171828.GF2025@bestpractical.com> References: <41D40FFE.5050204@genome.chop.edu> <20041230171828.GF2025@bestpractical.com> Message-ID: <41D4456D.40609@genome.chop.edu> Jesse Vincent wrote: >>>Can't locate /etc/request-tracker3/RT_SiteConfig.pm in @INC (@INC >>> >>> >My first guess is that that's a permissions issue. Try running the >command as root? > > > Jesse, thanks a lot. The next problem is a Perl module version problem which occurs when I try to restart Apache for the first time; the debian sarge perl-modules package comes with Locale::Maketext 1.03 instead of the required 1.04. Would this be a dependency bug with request-tracker3 in debian testing? -Kevin Murphy root at www:/etc/apache-perl# /etc/init.d/apache-perl restart Configuration syntax error detected. Not reloading. [Thu Dec 30 13:00:44 2004] [error] Locale::Maketext version 1.04 required--this is only version 1.03 at /usr/share/request-tr\acker3/lib/RT/I18N.pm line 33.\nBEGIN failed--compilation aborted at /usr/share/request-tracker3/lib/RT/I18N.pm line 33.\nCom\pilation failed in require at /usr/share/request-tracker3/lib/RT.pm line 29.\nBEGIN failed--compilation aborted at /usr/share\/request-tracker3/lib/RT.pm line 29.\nCompilation failed in require at /usr/share/request-tracker3/libexec/webmux.pl line 42.\\nBEGIN failed--compilation aborted at /usr/share/request-tracker3/libexec/webmux.pl line 42.\nCompilation failed in require \at (eval 32) line 1.\n Syntax error on line 12 of /etc/request-tracker3/apache-modperl.conf: Locale::Maketext version 1.04 required--this is only version 1.03 at /usr/share/request-tracker3/lib/RT/I18N.pm line 33. BEGIN failed--compilation aborted at /usr/share/request-tracker3/lib/RT/I18N.pm line 33. Compilation failed in require at /usr/share/request-tracker3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /usr/share/request-tracker3/lib/RT.pm line 29. Compilation failed in require at /usr/share/request-tracker3/libexec/webmux.pl line 42. BEGIN failed--compilation aborted at /usr/share/request-tracker3/libexec/webmux.pl line 42. Compilation failed in require at (eval 32) line 1. From hk at kapper.net Thu Dec 30 13:41:12 2004 From: hk at kapper.net (Harald Kapper) Date: Thu, 30 Dec 2004 19:41:12 +0100 Subject: [rt-users] Web interface is slow In-Reply-To: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> References: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> Message-ID: On Thu, 30 Dec 2004 12:14:08 -0500, Jaime Kikpole wrote: > >RT 3.2.2 >FreeBSD 4.10 >Apache 1.3.33 >mod_perl 1.29 >MySQL 4.0.21 >DBIx::SearchBuilder version 1.15 and 1.16 have been tried with the same >results >Almost 5000 tickets >7 users that login >email interface available over postfix 2.0 hi we have no bsd here (sorry) - RT 3.09 runs on redhat 9 here data-storage: mysql-max-4.1.8 apache 2.0.40, fastcgi multiple fastcgi processes imho help similar to: FastCgiServer /opt/knet_rt3/bin/mason_handler.fcgi -idle-timeout 3600 -processes 5 (without the line-break) everything works really fine - the only catch was that we experienced similar real delays after going from rt-2.0 to 3.0 - there was no easy solution, until we did the following: upgraded mysql from 4.0 to 4.1 and try "r" in cpan (perl -MCPAN -e shell then enter "r" only ) you get the recommended upgrades and we did all upgrades that did not involve getting a newer perl. the my.cnf is pretty straigt - only added "max_allowed_packet = 32M" in [mysqld] and somehow tried to optimize in [mysqld] for rt: # rt: innodb_log_files_in_group=3 innodb_mirrored_log_groups=1 innodb_log_file_size=5M innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 innodb_log_archive=0 innodb_buffer_pool_size=16M innodb_additional_mem_pool_size=2M innodb_file_io_threads=4 innodb_lock_wait_timeout=50 sort_buffer=2M delay_key_write=OFF flush ------------------------------ actually I think most optimizations came from newerl perl-modules, but that was done after we upgraded mysql and tried to optimize it :) [btw. the delay_key_write=OFF and flush helped stop mysqld-4.1.7 from occasional crashing when working with intense rt-searches] on the other hand we tried to upgrade to RT3.2.x already - almost always we ran into trouble when we migrated the database using the different upgrade-database-scripts, something we did always wrong... hth hk From Glen at canright.com Thu Dec 30 14:38:33 2004 From: Glen at canright.com (Glen Gyldersleve) Date: Thu, 30 Dec 2004 11:38:33 -0800 Subject: [rt-users] Insecure dependency in eval.. Message-ID: I'm getting an error when trying to create a new ticket. System error error: Insecure dependency in eval while running with -T switch at /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm line 247. context: ... 243: unshift @code, "use strict; sub {\n"; 244: push @code, "}\n"; 245: 246: print @code if DEBUG; 247: my $sub = eval(join '', @code); 248: die "$@ while evalling" . join('', @code) if $@; # Should be impossible. 249: return $sub; 250: } 251: ... code stack: /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm:247 /usr/lib/perl5/5.8.5/Locale/Maketext.pm:196 /usr/local/rt/lib/RT/CurrentUser.pm:398 /usr/local/rt/lib/RT/Base.pm:119 /usr/local/rt/lib/RT/Ticket_Overlay.pm:1570 /usr/local/rt/lib/RT/Ticket_Overlay.pm:657 /usr/local/rt/lib/RT/Interface/Web.pm:340 /usr/local/rt/share/html/Ticket/Display.html:101 /usr/local/rt/share/html/Ticket/Create.html:279 /usr/local/rt/share/html/autohandler:221 Glen Gyldersleve Account Manager Canright Systems, Inc (503) 968-9898 x425 From jesse at bestpractical.com Thu Dec 30 16:33:57 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Dec 2004 16:33:57 -0500 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken In-Reply-To: References: Message-ID: <20041230213357.GJ2025@bestpractical.com> On Thu, Dec 30, 2004 at 12:52:35PM -0500, Mathew Walker wrote: > I've finally stumbled along enough to get things working (gotta love the > list archives), however when I click TOOLS from the main menu on the left, > I get the following errror. A little direction would be greatly > appreciated. To the best of my ability, I can't find any glaring errors. Try reinstalling Scalar::Util. It turns out that the "pure perl" version of the module doesn't have the 'weaken' method. > error: Undefined subroutine &Scalar::Util::weaken called at > /opt/rt3/lib/RT/Action/Generic.pm line 104. > > context: ... > 100: $self->{'TransactionObj'} = $args{'TransactionObj'}; > 101: $self->{'TemplateObj'} = $args{'TemplateObj'}; > 102: $self->{'Type'} = $args{'Type'}; > 103: $self->CurrentUser( $args{'CurrentUser'}); > 104: Scalar::Util::weaken($self->{'ScripObj'}); > 105: Scalar::Util::weaken($self->{'TicketObj'}); > 106: Scalar::Util::weaken($self->{'TemplateObj'}); > 107: Scalar::Util::weaken($self->{'TransactionObj'}); > 108: > ... > > code stack: /opt/rt3/lib/RT/Action/Generic.pm:104 > /opt/rt3/lib/RT/Action/Generic.pm:79 > /opt/rt3/share/html/Tools/Offline.html:107 > /opt/rt3/share/html/autohandler:221 > > raw error > > > _______________________________________________ > 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 Thu Dec 30 16:35:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 30 Dec 2004 16:35:15 -0500 Subject: [rt-users] Insecure dependency in eval.. In-Reply-To: References: Message-ID: <20041230213515.GK2025@bestpractical.com> What version of RT are you running? RT 3.2 and newer give you new instructions about how to not run setuid, due to issues like this. -jesse On Thu, Dec 30, 2004 at 11:38:33AM -0800, Glen Gyldersleve wrote: > I'm getting an error when trying to create a new ticket. > > > System error > error: Insecure dependency in eval while running with -T switch > at /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm line 247. > context: > ... > 243: unshift @code, "use strict; sub {\n"; > 244: push @code, "}\n"; > 245: > 246: print @code if DEBUG; > 247: my $sub = eval(join '', @code); > 248: die "$@ while evalling" . join('', @code) if $@; # Should be > impossible. > 249: return $sub; > 250: } > 251: > ... > code stack: /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm:247 > /usr/lib/perl5/5.8.5/Locale/Maketext.pm:196 > /usr/local/rt/lib/RT/CurrentUser.pm:398 > /usr/local/rt/lib/RT/Base.pm:119 > /usr/local/rt/lib/RT/Ticket_Overlay.pm:1570 > /usr/local/rt/lib/RT/Ticket_Overlay.pm:657 > /usr/local/rt/lib/RT/Interface/Web.pm:340 > /usr/local/rt/share/html/Ticket/Display.html:101 > /usr/local/rt/share/html/Ticket/Create.html:279 > /usr/local/rt/share/html/autohandler:221 > > Glen Gyldersleve > Account Manager > Canright Systems, Inc > (503) 968-9898 x425 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- From lmw94002 at hotmail.com Thu Dec 30 17:04:49 2004 From: lmw94002 at hotmail.com (Mathew Walker) Date: Thu, 30 Dec 2004 17:04:49 -0500 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken In-Reply-To: <20041230213357.GJ2025@bestpractical.com> Message-ID: unfortuntely that did not do the trick. No change in behaviour. I also see similar errors in the /var/log/messages when it should be sending emails about my first test ticket. example: Dec 30 15:39:49 localhost RT: Scrip Prepare 6 died. - Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 104. Stack: [/opt/rt3/lib/RT/Action/Generic.pm:104] [/opt/rt3/lib/RT/Action/Generic.pm:79] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:163] [/opt/rt3/lib/RT/Scrip_Overlay.pm:463] [/opt/rt3/lib/RT/Scrips_Overlay.pm:232] [/opt/rt3/lib/RT/Transaction_Overlay.pm:146] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3707] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2527] [/opt/rt3/lib/RT/Ticket_Overlay.pm:2460] [/opt/rt3/lib/RT/Interface/Web.pm:432] [/opt/rt3/share/html/Ticket/Display.html:134] [/opt/rt3/share/html/Ticket/Update.html:200] [/opt/rt3/share/html/autohandler:221] (/opt/rt3/lib/RT/Scrip_Overlay.pm:471) From Glen at canright.com Thu Dec 30 17:39:42 2004 From: Glen at canright.com (Glen Gyldersleve) Date: Thu, 30 Dec 2004 14:39:42 -0800 Subject: [rt-users] Insecure dependency in eval.. Message-ID: RT 3.2.2 I have nothing in rt/bin setuid (I did a generic make install). I re-ran a quick make-install (backed up and copied over the site config). ls -l bin total 124 -rwxr-xr-x 1 root rt 3069 Dec 29 16:48 mason_handler.fcgi -rw-r--r-- 1 root root 2288 Dec 29 16:48 mason_handler.scgi -rwxr-xr-x 1 root rt 7712 Dec 29 16:48 mason_handler.svc -rwxr-xr-x 1 root rt 54275 Dec 29 16:48 rt -rwxr-xr-x 1 root rt 7459 Dec 29 16:48 rt-crontool -rwxr-xr-x 1 root rt 21568 Dec 29 16:48 rt-mailgate -rw-r--r-- 1 root root 6815 Dec 29 16:48 standalone_httpd -rwxr-xr-x 1 root rt 4209 Dec 29 16:48 webmux.pl Still getting errors: error: Insecure dependency in require while running with -T switch at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/Storable.pm line 21 context: ... 197: # whether they should generate a full stack trace (confess() and cluck()) 198: # or simply report the caller's package (croak() and carp()), respectively. 199: # confess() and croak() die, carp() and cluck() warn. 200: 201: sub croak { die shortmess @_ } 202: sub confess { die longmess @_ } 203: sub carp { warn shortmess @_ } 204: sub cluck { warn longmess @_ } 205: ... code stack: /usr/lib/perl5/5.8.5/Carp.pm:201 /usr/lib/perl5/5.8.5/AutoLoader.pm:112 /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/Storable.pm:21 /usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:522 /usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm:477 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1078 Glen Gyldersleve Account Manager Canright Systems, Inc (503) 968-9898 x425 > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Thursday, December 30, 2004 1:35 PM > To: Glen Gyldersleve > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Insecure dependency in eval.. > > > What version of RT are you running? RT 3.2 and newer give you > new instructions about how to not run setuid, due to issues like this. > > -jesse > > > On Thu, Dec 30, 2004 at 11:38:33AM -0800, Glen Gyldersleve wrote: > > I'm getting an error when trying to create a new ticket. > > > > > > System error > > error: Insecure dependency in eval while running with -T switch > > at /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm line 247. > > context: > > ... > > 243: unshift @code, "use strict; sub {\n"; > > 244: push @code, "}\n"; > > 245: > > 246: print @code if DEBUG; > > 247: my $sub = eval(join '', @code); > > 248: die "$@ while evalling" . join('', @code) if > $@; # Should be > > impossible. > > 249: return $sub; > > 250: } > > 251: > > ... > > code stack: /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm:247 > > /usr/lib/perl5/5.8.5/Locale/Maketext.pm:196 > > /usr/local/rt/lib/RT/CurrentUser.pm:398 > > /usr/local/rt/lib/RT/Base.pm:119 > > /usr/local/rt/lib/RT/Ticket_Overlay.pm:1570 > > /usr/local/rt/lib/RT/Ticket_Overlay.pm:657 > > /usr/local/rt/lib/RT/Interface/Web.pm:340 > > /usr/local/rt/share/html/Ticket/Display.html:101 > > /usr/local/rt/share/html/Ticket/Create.html:279 > > /usr/local/rt/share/html/autohandler:221 > > > > Glen Gyldersleve > > Account Manager > > Canright Systems, Inc > > (503) 968-9898 x425 > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- > From Glen at canright.com Thu Dec 30 17:46:38 2004 From: Glen at canright.com (Glen Gyldersleve) Date: Thu, 30 Dec 2004 14:46:38 -0800 Subject: FW: [rt-users] Insecure dependency in eval.. Message-ID: Other system info: Dec 22 15:58:39 localhost kernel: Linux version 2.6.9-1.667 (bhcompile at tweety.build.redhat.com) (gcc version 3.4.2 20041017 (Red Hat 3.4.2-6 .fc3)) #1 Tue Nov 2 14:41:25 EST 2004 The raw error: Insecure dependency in require while running with -T switch at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/Storable.pm line 21 Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Insecure dependency in require while running with -T switch at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/Storable.pm line 21^J') called at /usr/lib/perl5/5.8.5/Carp.pm line 201 Carp::croak('Insecure dependency in require while running with -T switch') called at /usr/lib/perl5/5.8.5/AutoLoader.pm line 112 AutoLoader::AUTOLOAD('HASH(0xbbcf85c)') called at /usr/lib/perl5/site_perl/5.8.5/Apache/Session/Serialize/Storable.pm line 21 Apache::Session::Serialize::Storable::serialize('Apache::Session::MySQL= HASH(0xbbfecd4)') called at /usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm line 522 Apache::Session::save('Apache::Session::MySQL=HASH(0xbbfecd4)') called at /usr/lib/perl5/site_perl/5.8.5/Apache/Session.pm line 477 Apache::Session::DESTROY('Apache::Session::MySQL=HASH(0xbbfecd4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1078 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1078 HTML::Mason::Request::comp(undef, undef, undef, 'CustomField-2-Values', 'support', 'Status', 'new', 'new-DependsOn', '', 'Queue', 'System', 'AdminCc', '', 'Requestors', 'root at localhost', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'CustomField-1-Values-Magic', 1, 'id', 'new', 'Cc', '', 'Subject', 'test', 'new-RefersTo', '', 'FinalPriority', 50, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 22, 'new-MemberOf', '', 'CustomField-2-Values-Magic', 1, 'MemberOf-new', '', 'CustomField-1-Values', 'thingy', 'Content', 'test', 'Due', '2004-12-31 22:46:54') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb b827f0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheH andler=HASH(0xbb827f0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=H ASH(0xba705ec)', 'Apache=SCALAR(0xba5ba8c)') called at /usr/local/rt/bin/webmux.pl line 126 eval {...} at /usr/local/rt/bin/webmux.pl line 126 RT::Mason::handler('Apache=SCALAR(0xba5ba8c)') called at /dev/null line 0 eval {...} at /dev/null line 0 Glen Gyldersleve Account Manager Canright Systems, Inc (503) 968-9898 x425 > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jesse Vincent > Sent: Thursday, December 30, 2004 1:35 PM > To: Glen Gyldersleve > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Insecure dependency in eval.. > > > What version of RT are you running? RT 3.2 and newer give you > new instructions about how to not run setuid, due to issues like this. > > -jesse > > > On Thu, Dec 30, 2004 at 11:38:33AM -0800, Glen Gyldersleve wrote: > > I'm getting an error when trying to create a new ticket. > > > > > > System error > > error: Insecure dependency in eval while running with -T switch > > at /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm line 247. > > context: > > ... > > 243: unshift @code, "use strict; sub {\n"; > > 244: push @code, "}\n"; > > 245: > > 246: print @code if DEBUG; > > 247: my $sub = eval(join '', @code); > > 248: die "$@ while evalling" . join('', @code) if > $@; # Should be > > impossible. > > 249: return $sub; > > 250: } > > 251: > > ... > > code stack: /usr/lib/perl5/5.8.5/Locale/Maketext/Guts.pm:247 > > /usr/lib/perl5/5.8.5/Locale/Maketext.pm:196 > > /usr/local/rt/lib/RT/CurrentUser.pm:398 > > /usr/local/rt/lib/RT/Base.pm:119 > > /usr/local/rt/lib/RT/Ticket_Overlay.pm:1570 > > /usr/local/rt/lib/RT/Ticket_Overlay.pm:657 > > /usr/local/rt/lib/RT/Interface/Web.pm:340 > > /usr/local/rt/share/html/Ticket/Display.html:101 > > /usr/local/rt/share/html/Ticket/Create.html:279 > > /usr/local/rt/share/html/autohandler:221 > > > > Glen Gyldersleve > > Account Manager > > Canright Systems, Inc > > (503) 968-9898 x425 > > > > _______________________________________________ > > 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 Ruslan.Zakirov at acronis.com Thu Dec 30 20:57:43 2004 From: Ruslan.Zakirov at acronis.com (Ruslan U. Zakirov) Date: Fri, 31 Dec 2004 04:57:43 +0300 Subject: [rt-users] Web interface is slow In-Reply-To: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> References: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> Message-ID: <41D4B217.5080701@acronis.com> Hello, Jaime. AFAI understand you have problem only with tickets that was imported from old system. 151MB memory usage is very big for 17 transactions. Could you turn on DB query log and send it. I expect some loop in it. Best regards. Ruslan. PS: May be this ticket has a lot of file attachments... Jaime Kikpole wrote: > Ever since upgrading to the 3.x series, I've had very slow > performance on the web interface for RT. Maybe I don't notice this on > the email interface because it only makes small transactions instead of > trying to view the 17 comments in the ticket's history. So, for all I > know I'm barking up the wrong tree. > > I do know that performance is so bad that certain very long tickets > do not even load after 15 minutes. > > RT 3.2.2 > FreeBSD 4.10 > Apache 1.3.33 > mod_perl 1.29 > MySQL 4.0.21 > DBIx::SearchBuilder version 1.15 and 1.16 have been tried with the same > results > Almost 5000 tickets > 7 users that login > email interface available over postfix 2.0 > > I've tried to install RT 3.2.2 on a different server (athena) and > reference the DB storage on the first server (zeus). Watching "top" on > both of these servers shows the mysqld process on zeus to be barely used > at all while an httpd process on athena consumes all available CPU time > for well over a half hour (and still going, so I don't know how long it > will take) and a lot of memory (151MB and still climbing). This ticket > displayed fine in RT version 2.0.15. > > The migration from 2.0.15 to 3.2.2 involved an upgrade to 3.0, use > of the migration tools, and then another upgrade to 3.2. Since this > effects the DB storage and not the web GUI, I'm not sure if this is > relevant. The use of the FreeBSD ports collections was attempted, but > manual installation from source was found to work better. Its been a > few months since I've done this, so please forgive me for forgetting > *how* it worked better. I think that it just didn't vs. did work, but I > am not completely certain. > > The command line interface appears to want a password but none that > I try work. My shell username is the same as my RT username, but that > password and the DB user password do not work. I'm not sure if this is > related. > > Are there any tips that anyone can offer? > > Thanks in advance, > Jaime > > -- > Network Administrator > Cairo-Durham Central School District > http://cns.cairodurham.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 lmw94002 at hotmail.com Fri Dec 31 09:58:42 2004 From: lmw94002 at hotmail.com (Mathew Walker) Date: Fri, 31 Dec 2004 09:58:42 -0500 Subject: [rt-users] Undefined subroutine &Scalar::Util::weaken In-Reply-To: Message-ID: if this helps... i have Scalar-List-Utils-1.14. raw trace: Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 104. Trace begun at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &Scalar::Util::weaken called at /opt/rt3/lib/RT/Action/Generic.pm line 104.^J') called at /opt/rt3/lib/RT/Action/Generic.pm line 104 RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x9c7e6a4)', 'CurrentUser', 'RT::CurrentUser=HASH(0x9c79cb8)') called at /opt/rt3/lib/RT/Action/Generic.pm line 79 RT::Action::Generic::new('RT::Action::CreateTickets', 'CurrentUser', 'RT::CurrentUser=HASH(0x9c79cb8)') called at /opt/rt3/share/html/Tools/Offline.html line 107 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9c76890)') 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 /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9be7df0)') called at /opt/rt3/share/html/autohandler line 221 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9a7b4dc)') 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(0x9be7df0)') 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(0x9be7df0)') called at /usr/local/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x883cf00)', 'Apache::RequestRec=SCALAR(0x999da30)') called at /opt/rt3/bin/webmux.pl line 126 eval {...} at /opt/rt3/bin/webmux.pl line 126 RT::Mason::handler('Apache::RequestRec=SCALAR(0x999da30)') called at -e line 0 eval {...} at -e line 0 From murphy at genome.chop.edu Fri Dec 31 10:23:23 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 31 Dec 2004 10:23:23 -0500 Subject: [rt-users] installing request-tracker3 debian package on 'testing' In-Reply-To: <20041231105717.GA31722@computing-services.oxford.ac.uk> References: <41D40FFE.5050204@genome.chop.edu> <20041230171828.GF2025@bestpractical.com> <41D4456D.40609@genome.chop.edu> <20041231105717.GA31722@computing-services.oxford.ac.uk> Message-ID: <41D56EEB.5020508@genome.chop.edu> Stephen Quinney wrote: >On Thu, Dec 30, 2004 at 01:14:05PM -0500, Kevin Murphy wrote: > > >>Would this be a dependency bug with request-tracker3 in debian testing? >> >> >I am puzzled by this as my up-to-date sarge box running >request-tracker3 has the Locale::Maketext module version 1.08 provided >by the perl-modules package. > > OK, there's no problem with the debian request-tracker3 package then. My system was definitely up to date (there are a few gnome packages being held back right now, but nothing else), and I could swear I manually checked the version in the installed Maketext.pm, but I must have made a mistake. I eventually found that my main problem was that I have the same instance of Apache running Movable Type, which comes with its own rather aged pre-packaged perl module dependencies, including Locale::Maketext, which overrode the version provided by the perl-modules package. Thanks, Kevin Murphy P.S. Part of the Movable Type setup involved the following config block to get perl to find MT's private versions of the perl modules: use lib 'blah';. So I either needed to give RT and MT separate @INC variables somehow, or get all of MT's dependencies installed properly, or put MT's directories at the end of @INC instead of at the beginning, as 'use lib' does. Temporarily I have replaced "use lib 'blah'" with: "BEGIN {push @INC, 'blah';}, and that is working for me. From sc2 at gmx.at Fri Dec 31 10:59:44 2004 From: sc2 at gmx.at (sc2 at gmx.at) Date: Fri, 31 Dec 2004 16:59:44 +0100 Subject: [rt-users] RT3 Problem , ideas? Message-ID: <001001c4ef51$bf0e6e80$6bda6c50@b> hello i search in google and this ML Archive but i did not found a resolve What means [Fri Dec 31 16:51:27 2004] [error] panic: DBI active kids (7) > kids (3) at /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 410.\n [Fri Dec 31 16:51:29 2004] [error] panic: DBI active kids (5) > kids (3) at /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 410.\n after a install RT2 runs fine..but after deinstall and install rt3...this error is coming all depencies are there thx From stephen at jadevine.org.uk Fri Dec 31 05:57:17 2004 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Fri, 31 Dec 2004 10:57:17 +0000 Subject: [rt-users] installing request-tracker3 debian package on 'testing' In-Reply-To: <41D4456D.40609@genome.chop.edu> References: <41D40FFE.5050204@genome.chop.edu> <20041230171828.GF2025@bestpractical.com> <41D4456D.40609@genome.chop.edu> Message-ID: <20041231105717.GA31722@computing-services.oxford.ac.uk> On Thu, Dec 30, 2004 at 01:14:05PM -0500, Kevin Murphy wrote: > > The next problem is a Perl module version problem which occurs when I > try to restart Apache for the first time; the debian sarge perl-modules > package comes with Locale::Maketext 1.03 instead of the required 1.04. > > Would this be a dependency bug with request-tracker3 in debian testing? I am puzzled by this as my up-to-date sarge box running request-tracker3 has the Locale::Maketext module version 1.08 provided by the perl-modules package. Which versions of perl-modules and request-tracker3 do you have installed? I have 5.8.4-3 here and version 1.08 of Locale::Maketext has been in since 5.8.4-1, request-tracker3 has depended on version 1.06 or newer since 3.0.8-1 which went out last January. It sounds like your system is quite a bit out-of-date, you probably need to do an apt-get update and upgrade before you go any further. Stephen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From jkikpole at cairodurham.org Fri Dec 31 12:52:13 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Fri, 31 Dec 2004 12:52:13 -0500 Subject: [rt-users] Web interface is slow In-Reply-To: <41D4B217.5080701@acronis.com> References: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> <41D4B217.5080701@acronis.com> Message-ID: On Dec 30, 2004, at 8:57 PM, Ruslan U. Zakirov wrote: > Hello, Jaime. AFAI understand you have problem only with tickets that > was imported from old system. 151MB memory usage is very big for 17 > transactions. Could you turn on DB query log and send it. I expect > some loop in it. As far as I can tell, its *not* just the tickets that were imported. For example, ticket 4595 is our ticket which covers this very issue, which of course had to have been made after the import. It is getting kind of long and may take between one and three minutes to load. It has no file attachments, but it does have a number of entries (i.e. comments and correspondence). I'll RTFM and try to turn on the DB query log. (Although tips in the right direction would be cool. ;) ) Then I'll send it to the list if I can't figure things out for myself. Thanks! Jaime From jkikpole at cairodurham.org Fri Dec 31 13:48:27 2004 From: jkikpole at cairodurham.org (Jaime Kikpole) Date: Fri, 31 Dec 2004 13:48:27 -0500 (EST) Subject: [rt-users] Web interface is slow In-Reply-To: <41D4B217.5080701@acronis.com> References: <3725A810-5A86-11D9-9463-000A95C01924@cairodurham.org> <41D4B217.5080701@acronis.com> Message-ID: <20041231134020.U96534@zeus> On Fri, 31 Dec 2004, Ruslan U. Zakirov wrote: > Hello, Jaime. AFAI understand you have problem only with tickets that > was imported from old system. 151MB memory usage is very big for 17 > transactions. Could you turn on DB query log and send it. I expect some > loop in it. > > PS: May be this ticket has a lot of file attachments... Attached is a section of my MySQL logs. It covers (to the best of my understanding of how the log works) the queries involved in displaying my RT install's ticket #1. This is a reasonably short ticket with several entries and no attachments. This was an imported ticket that was created in version 2.0.6, to the best of my memory. I also noticed that my rt.log file only shows logins even though I have the following configs: Set($LogToFileNamed , "rt.log"); Set($LogToFile , "debug"); Also, the apache access logs only show the access after the web browser finishes loading the page. What do you think? If there are other logs that could be handy, please let me know. Jaime Kikpole -- Network Administrator Cairo-Durham Central School District http://cns.cairodurham.org -------------- next part -------------- A non-text attachment was scrubbed... Name: query31.txt.gz Type: application/octet-stream Size: 1529 bytes Desc: URL: From mtaylor at real.com Fri Dec 31 17:24:36 2004 From: mtaylor at real.com (Mark Taylor) Date: Fri, 31 Dec 2004 14:24:36 -0800 Subject: [rt-users] ldap auth failing Message-ID: <41D5D1A4.6070206@real.com> when I attempt to login as 'root', the first attempt produces this message (the second succeeds). I assume the success on the second try results from a fallback to local auth. Logging in as a known user fails without any error message. I'm not seeing any authentication attempt on the ldap server. error: Can't locate object method "new" via package "Net::LDAP" (perhaps you forgot to load "Net::LDAP"?) at /usr/share/request-tracker3/lib/RT/User_Local.pm line 65. context: ... 61: $RT::Logger->info("Using External Authentication\n"); 62: use Net::LDAP; 63: 64: my $mesg; 65: my $ldap = Net::LDAP->new($RT::LdapServer, version=>3) or $RT::Logger->critical("GetExternalUserWithLDAP: " . "Cannot connect to LDAP'\n"), return 0; 66: 67: # Iseem to have problems is I try and bind with a NULL username by hand 68: # So this now checks to see if we are really going to bind with a 69: # username. ... code stack: /usr/share/request-tracker3/lib/RT/User_Local.pm:65 /usr/share/request-tracker3/lib/RT/CurrentUser.pm:273 /usr/share/request-tracker3/html/autohandler:172 raw error