From elacour at easter-eggs.com Sun Feb 1 06:28:53 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Sun, 1 Feb 2004 12:28:53 +0100 Subject: [rt-users] AutoFill CustomField from sender email when openning ticket Message-ID: <20040201112853.GA26504@easter-eggs.com> Hi, Can someone point me to some usefull examples on how to do this. I would like when a new ticket is created to lookup in my customers database for the sender, then get the customer name and update the customfield value for this ticket. -- 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 fr at wificom.com Mon Feb 2 03:35:14 2004 From: fr at wificom.com (Fabian Ritzmann) Date: Mon, 2 Feb 2004 10:35:14 +0200 Subject: [rt-users] Re: Sendmail and procmail In-Reply-To: References: Message-ID: <20040202103514.22fb8f71.fr@wificom.com> Michael Methe wrote: > Here's my procmail recipe: > > :0 > * ^(TO|CC).*rt-help I'd recommend to use this line: * ^TO_rt-help > | "/opt/rt3/bin/rt-mailgate --queue General --action correspond --url > http://rh-colab/" > > /opt/rt3/bin/rt-mailgate --queue General --action correspond --url > http://helpdesk/: /opt/rt3/bin/rt-mailgate --queue General --action > correspond --url http://helpdesk/: No such file or directory You told procmail to execute a script named "/opt/rt3/bin/rt-mailgate --queue General ..." Leave away the double quotes! Fabian From jim.mozley at exponential-e.com Mon Feb 2 04:55:06 2004 From: jim.mozley at exponential-e.com (Jim Mozley) Date: Mon, 02 Feb 2004 09:55:06 +0000 Subject: [rt-users] RT Database Schema In-Reply-To: References: Message-ID: <401E1E7A.3040208@exponential-e.com> Michael Methe wrote: > I must admit that I dont know a lot of MySQL databases and schemas. Here is what I want to do. > > I have created an ODBC connect to RT3 using MyODBC. I want to build some reports. I am using IMPROMPTU to generate these reports. I need to know the relationships within the database though. Is the schema for RT3 published? Are the relationships forced within the MySQL database or programaticaly through RT? Any info would really be appreciated! > You might find this helps you reverse engineer the schema: http://www.fabforce.net/dbdesigner4/ I've not used it for RT, but it has helped me document my own MySQL DB. Jim From Ext-Ann-Christine.Tapola at nokia.com Mon Feb 2 06:40:40 2004 From: Ext-Ann-Christine.Tapola at nokia.com (Ext-Ann-Christine.Tapola at nokia.com) Date: Mon, 2 Feb 2004 13:40:40 +0200 Subject: [rt-users] Resolved template with resolved message Message-ID: <9B7503C54251174CBD7A79FA0DF6BC4F0251FC10@esebe016.ntc.nokia.com> Hi, When a ticket is resolved a message with the solution is sent to the customer (this works ok), but I would need to have a resolved template in which the solution can be written by the RT-user. So when the RT-user sends the solution to the customer he/she would only need to write the solution, the rest of the email would come from a template. How can this be done? Does anyone have suggestions for this? I have RT 3.0.7_01 in use. The mail sent to the customer could look like this: Hi, Your request has been solved. Solution details: (here the RT-user could write the solution for the customer) If you have any further inquiries, please reply to this mail. - Anki - From cubic at acronis.ru Mon Feb 2 06:51:57 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 14:51:57 +0300 Subject: [rt-users] Resolved template with resolved message In-Reply-To: <9B7503C54251174CBD7A79FA0DF6BC4F0251FC10@esebe016.ntc.nokia.com> References: <9B7503C54251174CBD7A79FA0DF6BC4F0251FC10@esebe016.ntc.nokia.com> Message-ID: <401E39DD.8070508@acronis.ru> Ext-Ann-Christine.Tapola at nokia.com wrote: > Hi, > > When a ticket is resolved a message with the solution is sent to the customer (this works ok), but I would need to have a resolved template in which the solution can be written by the RT-user. So when the RT-user sends the solution to the customer he/she would only need to write the solution, the rest of the email would come from a template. > How can this be done? Does anyone have suggestions for this? First of all. Status change (Resolve) - one transaction. Reply or comment is another. > > I have RT 3.0.7_01 in use. RT 3.0.8 and higher have new feature in scrip's core. This allow to exec your scrip after all transactions done. So you can scan near transactions for reply or comment and add it to template. Best regards. Ruslan. > > The mail sent to the customer could look like this: > > Hi, > > Your request has been solved. > > Solution details: > > (here the RT-user could write the solution for the customer) > > If you have any further inquiries, please reply to this mail. > > - Anki - From J.Ritschmann at tiscon.com Mon Feb 2 08:24:12 2004 From: J.Ritschmann at tiscon.com (Joachim Ritschmann) Date: Mon, 2 Feb 2004 14:24:12 +0100 Subject: [rt-users] 'simple' interface for rt3 Message-ID: <410A796D112A3643B11B633E8739E11C4C1217@extis.tiscon.com> Hi, as I see now, there are many users interested. I'll setup a website with my efforts so far. ___________________________________ Ritschi =B-) Lose your dreams and you will lose your mind Rolling Stones - Ruby Tuesday From cubic at acronis.ru Mon Feb 2 10:05:02 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 18:05:02 +0300 Subject: [rt-users] Request for RT user's website. Message-ID: <401E671E.8040104@acronis.ru> Hello, users and developers. I think that we(users) need own site for different useful RT staffs. My own reasons: 1) We all have to understand that BP can't spend much time on GPLish customers. 2) ML's archives - it's not a weird way to search answers on FAQ. We often answer something like: "Search in archives", but I've tried to use this suggestion and in most cases it's useless. 3) In particular RT versions there is particular errors with particular mason report and unique solution, like "Update SearchBuilder to 0.96". We just need place for FAQ maintained by us. Here is on list several people who always answer on questions and I think we can spend a little time to fillin such things on site(for eg WiKi). 4) I've wrote some user defined actions and post it on list, but after some time, users ask about it. I don't mind to write small articles in 'HowTo' style. I realy think that it would be useful a lot. What do you think about it? And main problem is hosting!? I don't have server to host such thing. May be someone can host such thing somewhere? Best regards. Ruslan. From witold_koziel at kaplan.com Mon Feb 2 11:08:03 2004 From: witold_koziel at kaplan.com (Witold Koziel) Date: Mon, 2 Feb 2004 11:08:03 -0500 Subject: [rt-users] RTFM Tab in RT3 Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2F015FCED7@888mail1.kaplaninc.com> Does anyone know how to limit access to the RTFM Tab in RT3 based on user's rights? -Thanks, Witek From patl at fusemail.com Mon Feb 2 11:09:01 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Mon, 02 Feb 2004 11:09:01 -0500 Subject: [rt-users] Request for RT user's website. Message-ID: <1075738140.10373.171.camel@pc087.unigiciel.com> Ruslan, This is a very interesting proposition. If we will be publishing GPL code (Conditions, Actions, ...) maybe we could investigate starting a project on SourceForge (www.sourceforge.net). There we can have get a free website, selerate mailing lists, a place to store docs and we could setup a Wiki. We could call it RT Resource Center or something. I don't have a lot of time available for RT, but I could certainly register the initial project and setup a Wiki for y'all. What do you think? -- ===================== Patrick LeBoutillier Laval, Qu?bec, Canada From cubic at acronis.ru Mon Feb 2 11:21:01 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 19:21:01 +0300 Subject: [rt-users] Request for RT user's website. In-Reply-To: <1075737527.10373.165.camel@pc087.unigiciel.com> References: <401E671E.8040104@acronis.ru> <1075737527.10373.165.camel@pc087.unigiciel.com> Message-ID: <401E78ED.5020407@acronis.ru> Patrick LeBoutillier wrote: > Ruslan, > > This is a very interesting proposition. > > If we will be publishing GPL code (Conditions, Actions, ...) maybe we > could investigate starting a project on SourceForge > (www.sourceforge.net). > > There we can have get a free website, selerate mailing lists, a place to > store docs and we could setup a Wiki. We could call it RT Resource > Center or something. You've got it right. > > I don't have a lot of time available for RT, but I could certainly > register the initial project and setup a Wiki for y'all. > > What do you think? I think SF is very good resource. I'm not familiar with SF's internals. I only use projects hosted there. I don't have many time and wish to do admin's task on hosting so if you allready have expirience with SF then I think you could do it faster and better then I. We have to wait some time for another user's responses. May be they have better ideas, but I like SF. Best regards. Ruslan. > > On Mon, 2004-02-02 at 10:05, Ruslan U. Zakirov wrote: > >> Hello, users and developers. >> >>I think that we(users) need own site for different useful RT staffs. >>My own reasons: >>1) We all have to understand that BP can't spend much time on GPLish >>customers. >>2) ML's archives - it's not a weird way to search answers on FAQ. We >>often answer something like: "Search in archives", but I've tried to use >>this suggestion and in most cases it's useless. >>3) In particular RT versions there is particular errors with particular >>mason report and unique solution, like "Update SearchBuilder to 0.96". >>We just need place for FAQ maintained by us. Here is on list several >>people who always answer on questions and I think we can spend a little >>time to fillin such things on site(for eg WiKi). >>4) I've wrote some user defined actions and post it on list, but after >>some time, users ask about it. I don't mind to write small articles in >>'HowTo' style. >> >>I realy think that it would be useful a lot. >> >>What do you think about it? >> >>And main problem is hosting!? I don't have server to host such thing. >>May be someone can host such thing somewhere? >> >> >> Best regards. Ruslan. >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.com >>http://lists.bestpractical.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From jesse at bestpractical.com Mon Feb 2 11:38:54 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Feb 2004 11:38:54 -0500 Subject: wiki.bestpractical.com available (WAS Re: [rt-users] Request for RT user's website. ) In-Reply-To: <401E671E.8040104@acronis.ru> References: <401E671E.8040104@acronis.ru> Message-ID: <20040202163854.GO32355@fsck.com> > I think that we(users) need own site for different useful RT staffs. > 4) I've wrote some user defined actions and post it on list, but after > some time, users ask about it. I don't mind to write small articles in > 'HowTo' style. > > I realy think that it would be useful a lot. > > What do you think about it? > > And main problem is hosting!? I don't have server to host such thing. > May be someone can host such thing somewhere? Hosting is definitely something we can do. I've set up a wiki at http://wiki.bestpractical.com. It had been my intent to finish off the RTFM based wiki software and open RTFM to the world, but I've been way too busy lately. (Watch for RT 3.1.x beta versions of RT 3.2 in the coming weeks). I'm sorry this has been so long in coming, but I hope it's a useful platform for user-contributed documentation, tips and tricks. Anyway, have fun. If you've got questions about how our wiki works, I'd be happy to answer them. Folks should feel free to go in and add pages for things they'd like to see in the wiki. I look forward to seeing what you all create there! Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dmd at speakeasy.org Mon Feb 2 11:42:04 2004 From: dmd at speakeasy.org (David M Dennis) Date: Mon, 2 Feb 2004 08:42:04 -0800 (PST) Subject: [rt-users] How to have multiple stock answers in RT3 Message-ID: Dear List, Am bring up an instance of RT3 and RTFM, and here is what eludes: When customer submits a ticket, the queue gets the ticket, and we send a stock answer / canned response. When the operator picks up the ticket and acts on it, we want to be able to have a drop-down configurable menu of in-line text responses. So far with RTFM I have been successful only in configuring links to existing articles. Thats not unfortunately useful -- we need to be able to send stock answers when a ticket is responded to in an email. Any idea how to do this? In RT2 "cannery" did what we wanted, albeit with something of a hack (popping up a javascript window). Would be nice if this functionality would be integrated into RT3 or RTFM. Can someone point me in right direction? Thanks much, keep up great work, RT is a really useful contribution to software. Kind regards, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From webmaster at rochester.rr.com Mon Feb 2 11:45:59 2004 From: webmaster at rochester.rr.com (Justin C. Sherrill) Date: Mon, 2 Feb 2004 11:45:59 -0500 Subject: [rt-users] Request for RT user's website. In-Reply-To: <401E78ED.5020407@acronis.ru> References: <401E671E.8040104@acronis.ru> <1075737527.10373.165.camel@pc087.unigiciel.com> <401E78ED.5020407@acronis.ru> Message-ID: <200402021145.59918.webmaster@rochester.rr.com> On Monday 02 February 2004 11:21, Ruslan U. Zakirov wrote: > We have to wait some time for another user's responses. May be they have > better ideas, but I like SF. Sourceforge won't make much difference. If there's going to be a collection of tips/problems/code, computing resources are plentiful. What's needed is a "secretary". Someone has to collate this information and place it in a location in a readable fashion. This hypothetical person has to read the lists, copy things down, and republish material, even if it doesn't apply to their given installation. It's a very useful donation of time, but it's rare. It won't be me - I'm already filling that role in my spare time for a different open source project. From cubic at acronis.ru Mon Feb 2 11:45:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 19:45:50 +0300 Subject: wiki.bestpractical.com available (WAS Re: [rt-users] Request for RT user's website. ) In-Reply-To: <20040202163854.GO32355@fsck.com> References: <401E671E.8040104@acronis.ru> <20040202163854.GO32355@fsck.com> Message-ID: <401E7EBE.7080104@acronis.ru> Jesse Vincent wrote: >>I think that we(users) need own site for different useful RT staffs. >>4) I've wrote some user defined actions and post it on list, but after >>some time, users ask about it. I don't mind to write small articles in >>'HowTo' style. >> >>I realy think that it would be useful a lot. >> >>What do you think about it? >> >>And main problem is hosting!? I don't have server to host such thing. >>May be someone can host such thing somewhere? > > > > Hosting is definitely something we can do. I've set up a wiki at > http://wiki.bestpractical.com. Speedy Jesse :) > It had been my intent to finish off the > RTFM based wiki software and open RTFM to the world, but I've been way > too busy lately. (Watch for RT 3.1.x beta versions of RT 3.2 in the > coming weeks). We are waiting for it and have allready stopped our breath :) > > I'm sorry this has been so long in coming, but I hope it's a useful > platform for user-contributed documentation, tips and tricks. > > Anyway, have fun. If you've got questions about how our wiki works, I'd > be happy to answer them. Folks should feel free to go in and add pages > for things they'd like to see in the wiki. I look forward to seeing > what you all create there! Thanks. > > > Best, > Jesse From kpietri at nvps.net Mon Feb 2 13:38:50 2004 From: kpietri at nvps.net (Karl Pietri) Date: Mon, 2 Feb 2004 13:38:50 -0500 Subject: [rt-users] RT password stored in db Message-ID: <0ea501c3e9bd$d8bde440$0202010a@hslantech> Can any one tell me how the password is stored in rt. (like the function) i need to write a script to copy users/pass from a different db we already have setup (where password is stored in plain text). Thanks -Karl Pietri Northview Public Schools 616-365-6126 -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Mon Feb 2 13:53:58 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 21:53:58 +0300 Subject: [rt-users] Cannot search/sort on Custom Field ? In-Reply-To: <86hdyhduf0.fsf@Palimpsest.saic.hq.nasa.gov> References: <86hdyhduf0.fsf@Palimpsest.saic.hq.nasa.gov> Message-ID: <401E9CC6.6020900@acronis.ru> Chris Shenton wrote: > I've been using RT-3.0.6 for a while. I'm trying to add our > developers and users to it so they can add tickets about the new mail > service we're deploying. They've asked for a way to track Client > versus Server problems, with separate ways of tracking the several > different mail clients out there. > > Rather than create separate queues for each client (and server > service) I've created a Custom Field called "ProblemType" and made it > a single-choice. Haven't done this before but it seems very nice: the > user makes a selection from the list when they create a new ticket, > and you can see it when you view the ticket. > > What I can't figure out how to do, however, is let users search or > sort based on this new ProblemType field. If I use New Search, it > gives me the built-in fields to search on but there's no place for me > to select a match on the custom ProblemType I've created. > > Am I doing something wrong? I think you've created Queue specific Custom Field not Global one. So first of all add Queue condition after that RT will add Custom Fields specific to this queue into search conditions. > > Is there a way to fix this? > > Would creating separate Queues be a better way to do this? > > Thanks. From cubic at acronis.ru Mon Feb 2 14:04:35 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 22:04:35 +0300 Subject: [rt-users] RT password stored in db In-Reply-To: <0ea501c3e9bd$d8bde440$0202010a@hslantech> References: <0ea501c3e9bd$d8bde440$0202010a@hslantech> Message-ID: <401E9F43.6040709@acronis.ru> Karl Pietri wrote: > Can any one tell me how the password is stored in rt. (like the > function) i need to write a script to copy users/pass from a different > db we already have setup (where password is stored in plain text). > Thanks http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ > > -Karl Pietri > Northview Public Schools > 616-365-6126 > > > ------------------------------------------------------------------------ > From KPietri at nvps.net Mon Feb 2 14:07:44 2004 From: KPietri at nvps.net (Karl R Pietri) Date: Mon, 02 Feb 2004 14:07:44 -0500 Subject: [rt-users] RT password stored in db In-Reply-To: <0ea501c3e9bd$d8bde440$0202010a@hslantech> References: <0ea501c3e9bd$d8bde440$0202010a@hslantech> Message-ID: Should have been a little more detailed. I have no programing skill in perl so i am writing the password converter in php. -----from User_Overlay.pm------- returns an MD5 hash of the password passed in, in base64 encoding. =cut sub _GeneratePassword { my $self = shift; my $password = shift; my $md5 = Digest::MD5->new(); $md5->add($password); return ($md5->b64digest); } ---------------------------------- I have tryed various combinations of md5 and base64_encode (and even decode) in php to try and match it. Http://ww2.nvps.net/~karl/password.php so far none have worked. Any ideas out there? -Karl Pietri (616) 365-6126 LAN Technician Northview Public Schools Grand Rapids, MI -----Original Message----- From: "Karl Pietri" To: Date: Mon, 2 Feb 2004 13:38:50 -0500 Subject: [rt-users] RT password stored in db > Can any one tell me how the password is stored in > rt. (like the function) i need to write a script to > copy users/pass from a different db we already have > setup (where password is stored in plain text). > Thanks > > -Karl Pietri > Northview Public Schools > 616-365-6126 From cubic at acronis.ru Mon Feb 2 14:17:29 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 22:17:29 +0300 Subject: [rt-users] RT password stored in db In-Reply-To: References: <0ea501c3e9bd$d8bde440$0202010a@hslantech> Message-ID: <401EA249.2060404@acronis.ru> Karl R Pietri wrote: > Should have been a little more detailed. I have no > programing skill in perl so i am writing the password > converter in php. > -----from User_Overlay.pm------- > returns an MD5 hash of the password passed in, in > base64 encoding. > > =cut > > sub _GeneratePassword { > my $self = shift; > my $password = shift; > > my $md5 = Digest::MD5->new(); > $md5->add($password); > return ($md5->b64digest); > > } > ---------------------------------- > > I have tryed various combinations of md5 and > base64_encode (and even decode) in php to try and match > it. Http://ww2.nvps.net/~karl/password.php so far none > have worked. Any ideas out there? I don't know php at all but I think you should use base64_encode(md5('password')) > > > -Karl Pietri > (616) 365-6126 > LAN Technician > Northview Public Schools > Grand Rapids, MI > > > -----Original Message----- > From: "Karl Pietri" > To: > Date: Mon, 2 Feb 2004 13:38:50 -0500 > Subject: [rt-users] RT password stored in db > > >>Can any one tell me how the password is stored in >>rt. (like the function) i need to write a script to >>copy users/pass from a different db we already have >>setup (where password is stored in plain text). >>Thanks >> >>-Karl Pietri >>Northview Public Schools >>616-365-6126 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From kpietri at nvps.net Mon Feb 2 15:03:19 2004 From: kpietri at nvps.net (Karl Pietri) Date: Mon, 2 Feb 2004 15:03:19 -0500 Subject: [rt-users] RT password stored in db References: <0ea501c3e9bd$d8bde440$0202010a@hslantech> <401EA249.2060404@acronis.ru> Message-ID: <001d01c3e9c7$9af61c90$0202010a@hslantech> Ok i have figured this out. Might want to add it to the wiki (not sure). to generate the same password as rt in php you need to have php 5.0.0 (currently in beta) and use this code substr(base64_encode(md5($pass,true)),0,-2) //the substr is to remove the == that for some reason is generated at the end of the string Thanks for the help. -Karl Pietri (616) 365-6126 LAN Technician Northview Public Schools Grand Rapids, MI ----- Original Message ----- From: "Ruslan U. Zakirov" To: "Karl R Pietri" Cc: Sent: Monday, February 02, 2004 2:17 PM Subject: Re: [rt-users] RT password stored in db > Karl R Pietri wrote: > > Should have been a little more detailed. I have no > > programing skill in perl so i am writing the password > > converter in php. > > -----from User_Overlay.pm------- > > returns an MD5 hash of the password passed in, in > > base64 encoding. > > > > =cut > > > > sub _GeneratePassword { > > my $self = shift; > > my $password = shift; > > > > my $md5 = Digest::MD5->new(); > > $md5->add($password); > > return ($md5->b64digest); > > > > } > > ---------------------------------- > > > > I have tryed various combinations of md5 and > > base64_encode (and even decode) in php to try and match > > it. Http://ww2.nvps.net/~karl/password.php so far none > > have worked. Any ideas out there? > > I don't know php at all but I think you should use > base64_encode(md5('password')) > > > > > > > -Karl Pietri > > (616) 365-6126 > > LAN Technician > > Northview Public Schools > > Grand Rapids, MI > > > > > > -----Original Message----- > > From: "Karl Pietri" > > To: > > Date: Mon, 2 Feb 2004 13:38:50 -0500 > > Subject: [rt-users] RT password stored in db > > > > > >>Can any one tell me how the password is stored in > >>rt. (like the function) i need to write a script to > >>copy users/pass from a different db we already have > >>setup (where password is stored in plain text). > >>Thanks > >> > >>-Karl Pietri > >>Northview Public Schools > >>616-365-6126 > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From Chris.Shenton at hq.nasa.gov Mon Feb 2 15:38:27 2004 From: Chris.Shenton at hq.nasa.gov (Chris Shenton) Date: Mon, 02 Feb 2004 15:38:27 -0500 Subject: [rt-users] Cannot search/sort on Custom Field ? In-Reply-To: <401E9CC6.6020900@acronis.ru> (Ruslan U. Zakirov's message of "Mon, 02 Feb 2004 21:53:58 +0300") References: <86hdyhduf0.fsf@Palimpsest.saic.hq.nasa.gov> <401E9CC6.6020900@acronis.ru> Message-ID: <8665epjjy4.fsf@Palimpsest.saic.hq.nasa.gov> "Ruslan U. Zakirov" writes: > I think you've created Queue specific Custom Field not Global one. Yes, that's right. > So first of all add Queue condition I don't understand this. > after that RT will add Custom Fields specific to this queue into > search conditions. If I got to Configuration -> Queues -> MyQueueName I see: Basics Watchers Scrips Templates Custom Fields Group Rights User Rights If I then select Custom Fields, I see my list of choices and it's a "select one value" field; it doesn't offer any kind of "Queue condition". The other choices (Basics, etc) don't seem relevant. If I go to Configuration -> Global -> Custom Fields there are no fields defined yet. Are you saying I have to make my queue-specific Custom Field into a Global Custom Field? Perhaps I'm misunderstanding you, can you clarify? Thanks. From cubic at acronis.ru Mon Feb 2 15:47:15 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 02 Feb 2004 23:47:15 +0300 Subject: [rt-users] Cannot search/sort on Custom Field ? In-Reply-To: <8665epjjy4.fsf@Palimpsest.saic.hq.nasa.gov> References: <86hdyhduf0.fsf@Palimpsest.saic.hq.nasa.gov> <401E9CC6.6020900@acronis.ru> <8665epjjy4.fsf@Palimpsest.saic.hq.nasa.gov> Message-ID: <401EB753.6090303@acronis.ru> Chris Shenton wrote: > "Ruslan U. Zakirov" writes: > > >>I think you've created Queue specific Custom Field not Global one. > > > Yes, that's right. > > > >>So first of all add Queue condition > > > I don't understand this. Sorry for this. Tickets -> New Search -> Set Queue is 'MyQueue' -> Search button -> At the end of search conditions list you'l see 'MyQueue' specific Custom Fields. Good luck. Ruslan. > > >>after that RT will add Custom Fields specific to this queue into >>search conditions. > > > If I got to Configuration -> Queues -> MyQueueName I see: > > Basics > Watchers > Scrips > Templates > Custom Fields > Group Rights > User Rights > > If I then select Custom Fields, I see my list of choices and it's a > "select one value" field; it doesn't offer any kind of "Queue > condition". The other choices (Basics, etc) don't seem relevant. > > If I go to Configuration -> Global -> Custom Fields there are no > fields defined yet. Are you saying I have to make my queue-specific > Custom Field into a Global Custom Field? > > Perhaps I'm misunderstanding you, can you clarify? > > Thanks. From Chris.Shenton at hq.nasa.gov Mon Feb 2 15:57:03 2004 From: Chris.Shenton at hq.nasa.gov (Chris Shenton) Date: Mon, 02 Feb 2004 15:57:03 -0500 Subject: [rt-users] Cannot search/sort on Custom Field ? In-Reply-To: <401EB753.6090303@acronis.ru> (Ruslan U. Zakirov's message of "Mon, 02 Feb 2004 23:47:15 +0300") References: <86hdyhduf0.fsf@Palimpsest.saic.hq.nasa.gov> <401E9CC6.6020900@acronis.ru> <8665epjjy4.fsf@Palimpsest.saic.hq.nasa.gov> <401EB753.6090303@acronis.ru> Message-ID: <863c9tyzc0.fsf@Palimpsest.saic.hq.nasa.gov> "Ruslan U. Zakirov" writes: > Tickets -> New Search -> Set Queue is 'MyQueue' -> Search button -> At > the end of search conditions list you'l see 'MyQueue' specific Custom > Fields. Ah, I see. A bit of a round-about way to see this but should work fine; I just need to educate my testers/users. Thanks! From cubic at acronis.ru Mon Feb 2 16:06:17 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Feb 2004 00:06:17 +0300 Subject: [rt-users] Cannot search/sort on Custom Field ? In-Reply-To: <863c9tyzc0.fsf@Palimpsest.saic.hq.nasa.gov> References: <86hdyhduf0.fsf@Palimpsest.saic.hq.nasa.gov> <401E9CC6.6020900@acronis.ru> <8665epjjy4.fsf@Palimpsest.saic.hq.nasa.gov> <401EB753.6090303@acronis.ru> <863c9tyzc0.fsf@Palimpsest.saic.hq.nasa.gov> Message-ID: <401EBBC9.6040203@acronis.ru> Chris Shenton wrote: > "Ruslan U. Zakirov" writes: > > >>Tickets -> New Search -> Set Queue is 'MyQueue' -> Search button -> At >>the end of search conditions list you'l see 'MyQueue' specific Custom >>Fields. > > > Ah, I see. A bit of a round-about way to see this but should work > fine; I just need to educate my testers/users. > > Thanks! > > Glad to hear it. If you are native English speaker then can you change answer here: http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ This question is really FAQ. From max at ebrary.com Mon Feb 2 16:19:00 2004 From: max at ebrary.com (max riz) Date: Mon, 02 Feb 2004 16:19:00 -0500 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: <401B7417.1080808@acronis.ru> References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> Message-ID: <401EBEC4.4010904@ebrary.com> Ruslan U. Zakirov wrote: > max riz wrote: > >> >> Running Redhat 8, with redhat's Apache (2) and mod_perl (2) >> and MySQL (Also Redhat's. 3.23.58 ). >> >> Same result with rt 3.0.8, 3.0.6 and 3.0.2. >> >> I've installed all the necessary modules, verified by test-dependencies, >> performed a sucessful 'make install' and 'make initialize-database'. >> I've >> set up the Apache's config file to point at RT. >> >> And when I try to connect, I get a 500 error. >> >> Apache's RT3 error_log file contains naught but: >> >> [Tue Jan 27 03:11:48 2004] [error] [client 10.1.100.10] Can't locate >> object method "new" via package "RT::Handle" at >> /opt/rt/rt-3.0.8/lib/RT.pm line 147.! >> >> >> I've done sucessful RT installations before, but was foolish enough >> not to document them. I have no idea how to fix this problem, nor why it >> occurs. >> >> Any ideas? > > > What about DBIx::SearchBuilder? -bash-2.05b$ perl -MCPAN -e shell cpan shell -- CPAN exploration and modules installation (v1.61) ReadLine support available (try 'install Bundle::CPAN') cpan> install DBIx::SearchBuilder CPAN: Storable loaded ok Going to read /opt/rt/.cpan/Metadata Database was generated on Mon, 02 Feb 2004 12:50:59 GMT DBIx::SearchBuilder is up to date. So that's fine. > > Use latest RT and latest searchbuilder. RT at 3.0.8, SearchBuilder at whatever CPAN thinks is freshest. > > Run RT's dependencies test again. Runs fine and reports that everything is there. -bash-2.05b$ ./rt-3.0.8/sbin/rt-test-dependencies --with-mysql --with-apache2 Unknown option: with-apache2 perl: 5.8.0...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class ...found HTML::Mason 1.16...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 0.95...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Scalar::Util ...found DEV dependencies: Regexp::Common ...found Time::HiRes ...found Test::Inline ...found WWW::Mechanize ...found MYSQL dependencies: DBD::mysql 2.1018...found However the error persists. For bonus points, I've tried to do a similar setup at home, on a Fedora Core 1 machine, and as usual it worked like a charm. Which leads me to conclude that something is 'off' about the machien I'm using, but I don't have a good way to debug this to a reasonable conclusion. > > Best regards. Ruslan. > >> >> >> Thanks! >> > > > From dmd at speakeasy.org Mon Feb 2 16:29:23 2004 From: dmd at speakeasy.org (David M Dennis) Date: Mon, 2 Feb 2004 13:29:23 -0800 (PST) Subject: [rt-users] migration RT2 to RT3 Message-ID: Dear List, Can rt-2.0-to-dumpfile be run while RT2 is running, will it break RT2 data or change it in any way? Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From cubic at acronis.ru Mon Feb 2 16:38:28 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Feb 2004 00:38:28 +0300 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: <401EBEC4.4010904@ebrary.com> References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> Message-ID: <401EC354.9000009@acronis.ru> max riz ?????: > Ruslan U. Zakirov wrote: > >> max riz wrote: >> >>> >>> Running Redhat 8, with redhat's Apache (2) and mod_perl (2) >>> and MySQL (Also Redhat's. 3.23.58 ). >>> >>> Same result with rt 3.0.8, 3.0.6 and 3.0.2. >>> >>> I've installed all the necessary modules, verified by test-dependencies, >>> performed a sucessful 'make install' and 'make initialize-database'. >>> I've >>> set up the Apache's config file to point at RT. >>> >>> And when I try to connect, I get a 500 error. >>> >>> Apache's RT3 error_log file contains naught but: >>> >>> [Tue Jan 27 03:11:48 2004] [error] [client 10.1.100.10] Can't locate >>> object method "new" via package "RT::Handle" at >>> /opt/rt/rt-3.0.8/lib/RT.pm line 147.! >>> >>> >>> I've done sucessful RT installations before, but was foolish enough >>> not to document them. I have no idea how to fix this problem, nor why it >>> occurs. >>> >>> Any ideas? >> >> >> >> What about DBIx::SearchBuilder? > > > -bash-2.05b$ perl -MCPAN -e shell > > cpan shell -- CPAN exploration and modules installation (v1.61) > ReadLine support available (try 'install Bundle::CPAN') > > cpan> install DBIx::SearchBuilder > CPAN: Storable loaded ok > Going to read /opt/rt/.cpan/Metadata > Database was generated on Mon, 02 Feb 2004 12:50:59 GMT > DBIx::SearchBuilder is up to date. > > > So that's fine. > [snip] Really fine. Ok. Try next command: perl -we "use lib '/opt/rt3/lib';require RT::Handle;RT::Handle->new();" As I think you've forgot to setup $DatabaseType in config or have done mistake. Best regards. Ruslan. From sturner at MIT.EDU Mon Feb 2 16:41:53 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 02 Feb 2004 16:41:53 -0500 Subject: [rt-users] Adding Domain Name to Outgoing Email Addresses Message-ID: <5.2.1.1.2.20040202163812.0206f888@po14.mit.edu> Hello, We'd like to be able to specify email addresses on tickets without having to type the domain name (i.e.. just type "joeuser" rather than "joeuser at ourfirm.com" ). Can RT be configured to add a default domain name to outgoing email addresses if none is present or is this best left to the mail program? Thanks, Steve From jesse at bestpractical.com Mon Feb 2 16:48:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 2 Feb 2004 16:48:04 -0500 Subject: [rt-users] Adding Domain Name to Outgoing Email Addresses In-Reply-To: <5.2.1.1.2.20040202163812.0206f888@po14.mit.edu> References: <5.2.1.1.2.20040202163812.0206f888@po14.mit.edu> Message-ID: <20040202214804.GA32355@fsck.com> On Mon, Feb 02, 2004 at 04:41:53PM -0500, Stephen Turner wrote: > Hello, > > We'd like to be able to specify email addresses on tickets without > having to type the domain name (i.e.. just type "joeuser" rather than > "joeuser at ourfirm.com" ). I think what you want RT to be doing is canonicalizing the email address on input, not on output. Grep the config file for "CanonicalizeEmail". It may well be that the standard regex won't meet your needs and you'll need to overlay the entire subroutine, but that should take care of what you need. Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dmd at speakeasy.org Mon Feb 2 20:23:58 2004 From: dmd at speakeasy.org (David M Dennis) Date: Mon, 2 Feb 2004 17:23:58 -0800 (PST) Subject: [rt-users] Re: RT 2 stats help (fwd) Message-ID: forwarded per request. ---------- Forwarded message ---------- Date: Tue, 03 Feb 2004 11:11:36 +1100 From: Teo de Hesselle To: David M Dennis Cc: rt-users at lists.bestpractical.com Subject: Re: RT 2 stats help On Tue, 2004-02-03 at 10:53, David M Dennis wrote: > Dear Teo, > > I have spent the better part of today looking through archives > for RT 2 statistics. Apparently all the links are gone. > > Would like to upgrade to RT3, but thats not an option currently. > Was wondering if you could provide a link to the stats perl source > referenced in > > http://peabody.itd.uts.edu.au/rt2stats ? Eww... That code really is horrible. It simply doesn't scale at all. Probably would be workable if the output was pre-generated though. It was pretty, though. If you really want it, it's at http://lisa.itd.uts.edu.au/rt-stats/ Here's what we replaced it with - this is a small shell script which works for us against RT 2.0.8. The output is suitable for piping to your system's sendmail program. You will need to know what your Queue's ID number is in the database. Other than that, it works quite nicely. #!/bin/bash # # Copyright 2003, Teo de Hesselle # # This program is free software; you can redistribute it and/or modify # it under the terms of the GNU General Public License as published by # the Free Software Foundation; either version 2 of the License, or # (at your option) any later version. # # This program 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., 59 Temple Place, Suite 330, Boston, MA 02111-1307 USA # # I would appreciate it if useful modifications were mailed to me at the # email address above. Thank you. # if [ -z "$1" ]; then echo Usage: $0 queue_id exit 1; fi FROM="RT Stats " PATH=/usr/local/bin:/usr/bin FIRST=`date -u -d "12am 7 days ago" +"%y-%m-%d %H:%M:%S"` LAST=`date -u -d "12am today" +"%y-%m-%d %H:%M:%S"` QUEUE=`echo "SELECT Name FROM Queues WHERE id=$1" | mysql --batch -N -u root rt2` SUBJECT="$QUEUE RT Queue Statistics for week ending `date -d "12pm yesterday" +"%B %d %Y"`" echo "From: $FROM Subject: $SUBJECT $SUBJECT Tickets Created this week: Date Tickets ========== ======= " echo " SELECT Created FROM Tickets WHERE Queue=$1 AND Created>\"$FIRST\" AND Created<\"$LAST\";" \ | mysql --batch -N -u root rt2 \ | perl -e 'my %days;while(<>){my ($a, $b) = split(/\s/); $days{$a}++; }; for $k (keys (%days)){ print "$k:\t$days{$k}\n";}' \ | sort echo echo echo "Tickets resolved this week by Resolver: Count Name ===== =====================" echo " SELECT COUNT(Tickets.id) as resolvecount, Users.RealName FROM Transactions, Users, Tickets WHERE Tickets.id=Transactions.Ticket AND Users.id = Transactions.Creator AND Transactions.Created > \"$FIRST\" AND Transactions.Created < \"$LAST\" AND Tickets.Queue = $1 AND NewValue='resolved' GROUP BY Users.Realname ORDER BY resolvecount DESC;" | mysql --batch -N -u root rt2 echo echo echo echo "These statistics are for the period between" echo "`date -d "12am 7 days ago" +"12am %d %B %Y"` and `date -d "12am today" +"12am %d %B %Y"`" -- ,-_|\ Teo de Hesselle, / \ Unix Systems Administrator, \_,-\_* v University of Technology, Sydney. 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Before opening any attachments, please check them for viruses and defects. ======================================================================== From iqbala at qwestip.net Tue Feb 3 00:33:42 2004 From: iqbala at qwestip.net (Asif Iqbal) Date: Tue, 3 Feb 2004 00:33:42 -0500 Subject: [rt-users] RT password stored in db In-Reply-To: <0ea501c3e9bd$d8bde440$0202010a@hslantech> References: <0ea501c3e9bd$d8bde440$0202010a@hslantech> Message-ID: <20040203053342.GB22367@qwestip.net> Karl Pietri wrote: > Can any one tell me how the password is stored in rt. (like the function) i need to write a script to copy users/pass from a different db we already have setup (where password is stored in plain text). > Thanks > This is what you should do in your script my $new_user = new RT::User($CurrentUser); $new_user->Load($user_name); $new_user->SetPassword($pass); You can read more by running this as non-root user perldoc /opt/rt3/lib/RT/User.pm Plus read the archive to get more info posted by seph on rt-users mailing list > -Karl Pietri > Northview Public Schools > 616-365-6126 > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From Ext-Ann-Christine.Tapola at nokia.com Tue Feb 3 00:51:43 2004 From: Ext-Ann-Christine.Tapola at nokia.com (Ext-Ann-Christine.Tapola at nokia.com) Date: Tue, 3 Feb 2004 07:51:43 +0200 Subject: [rt-users] Resolved template with resolved message Message-ID: <9B7503C54251174CBD7A79FA0DF6BC4F026A5D19@esebe016.ntc.nokia.com> > RT 3.0.8 and higher have new feature in scrip's core. This > allow to exec > your scrip after all transactions done. > So you can scan near transactions for reply or comment and add it to > template. Thank you for your fast reply. I'll update to the newest RT and test the new scrip functionality. - Anki - From lcs at MIT.EDU Tue Feb 3 00:56:20 2004 From: lcs at MIT.EDU (Larry Stone) Date: Tue, 3 Feb 2004 0:56:20 EST Subject: [rt-users] Adding Domain Name to Outgoing Email Addresses In-Reply-To: Your message of Mon, 2 Feb 2004 16:48:04 -0500 Message-ID: > On Mon, Feb 02, 2004 at 04:41:53PM -0500, Stephen Turner wrote: > > We'd like to be able to specify email addresses on tickets without > > having to type the domain name (i.e.. just type "joeuser" rather than > > "joeuser at ourfirm.com" ). > > I think what you want RT to be doing is canonicalizing the email address > on input, not on output. Grep the config file for "CanonicalizeEmail". > It may well be that the standard regex won't meet your needs and you'll > need to overlay the entire subroutine, but that should take care of what > you need. You were right, it can't be done with just the regular expression variables, although the CanonicalizeEmailAddress method of User does munge addresses coming in from the UI -- I'd assumed it was strictly for the email interface. The RT::CanonicalizeEmail* variables don't work because, to append "@domain" to the address, you need to match an address with no "@" in it and then interpolate it in the replacement string -- if the replacement string is itself in a variable, any "$1" reference buried in it does not get interpolated. Altering the code in a User_Local.pm file works, just added the line: $email =~ s/^([^@]+)$/${1}\@mit.edu/i; As a more general solution, I think it would be more intuitive if the /Ticket/ModifyPeople.html accepted *either* RT userids (without the "@") or email addresses (with the @). Right now, it _displays_ the RT userid for existing watchers, which won't have the "@" for e.g. local privileged users, yet adding a user the way it is shown, fails. If you would suggest where in the code to put the logic I could work on a patch. thanks, -- Larry From hwagener at hamburg.fcb.com Tue Feb 3 04:01:59 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 3 Feb 2004 10:01:59 +0100 Subject: [rt-users] Re: looking for RT 2 stats package In-Reply-To: References: Message-ID: <9FFB35B4-5627-11D8-88F6-003065DC18B8@hamburg.fcb.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Am 03.02.2004 um 01:02 schrieb David M Dennis: > Dear Harald, > > Can you point me towards the working link for > http://www.tzi.de/~hollow/stats.tar.gz ? > > We are still on RT 2 and need statistics. RT3 eventually, but > not this week. :) > > Thanks! Hello Dave, after stepping down from the maintainership of the Statistics package, I removed the archives on my home page. Unfortunately, the old stats package is not on the bestpractical contrib pages anymore. I copy this to the rt-users list, maybe someone still has a copy around? Regards, Harald -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQFAH2ONLK0d0a+RTy8RAh98AJ9aduFYM/Bny5xhHdzMS0z147CHKgCfWavB IQSQMkEKNlaXhk5jY6dJ+mQ= =tiNc -----END PGP SIGNATURE----- From abigabaw at eahd.or.ug Tue Feb 3 04:43:18 2004 From: abigabaw at eahd.or.ug (Wilson Abigaba) Date: Tue, 3 Feb 2004 12:43:18 +0300 (EAT) Subject: [rt-users] My RT is too slow Message-ID: <20040203124034.P35281@nemesis.eahd.or.ug> Hi buddies, I successfully installed rt on one of our servers but my manager advised me to try another server as that proved to be too slow for use. I've now installed it on our most reliable one which doesn't host any other sites but the speed has just decreased. it takes about 7 minutes to load and more that 15 minutes to proccess a ticket, whereas other sites work very fast. Please help me if you've a solution or an idea. Thanks, Wilson From cubic at acronis.ru Tue Feb 3 05:31:31 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 03 Feb 2004 13:31:31 +0300 Subject: [rt-users] My RT is too slow In-Reply-To: <20040203124034.P35281@nemesis.eahd.or.ug> References: <20040203124034.P35281@nemesis.eahd.or.ug> Message-ID: <401F7883.10602@acronis.ru> Wilson Abigaba wrote: > Hi buddies, > I successfully installed rt on one of our servers but my manager advised > me to try another server as that proved to be too slow for use. I've now > installed it on our most reliable one which doesn't host any other sites > but the speed has just decreased. it takes about 7 minutes to load and > more that 15 minutes to proccess a ticket, whereas other sites work very > fast. > Please help me if you've a solution or an idea. > Thanks, > Wilson How could we help you, if didn't provide any useful info. Look in first section at http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ RT is really big application. Search in archives for last six month there is many discussions on perfomance issues. > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From abigabaw at eahd.or.ug Tue Feb 3 07:20:00 2004 From: abigabaw at eahd.or.ug (Wilson Abigaba) Date: Tue, 3 Feb 2004 15:20:00 +0300 (EAT) Subject: [rt-users] My RT is too slow Message-ID: <20040203150757.U36675@nemesis.eahd.or.ug> Hi rt-users, This is an addition to the question i sent in the morning about my rt being too slow. I'm a new user and using rt-3.0.8 hosted on a FreeBSD platform(server). My datbase is Mysql and so far root is the only account there. I'm using apache 1.3.29 and mod_perl 1.29. The main problem is the speed of this RT. Other sites and links work sastifactorily fast but rt always takes more than 15 minutes to load. Help me please, thank you, Wilson From sturner at MIT.EDU Tue Feb 3 10:22:59 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 03 Feb 2004 10:22:59 -0500 Subject: [rt-users] Adding Domain Name to Outgoing Email Addresses In-Reply-To: <20040202214804.GA32355@fsck.com> References: <5.2.1.1.2.20040202163812.0206f888@po14.mit.edu> <5.2.1.1.2.20040202163812.0206f888@po14.mit.edu> Message-ID: <5.2.1.1.2.20040203101521.0206da18@po14.mit.edu> I probably wasn't very clear in what I was trying to do. I'm creating a new ticket in the web interface, or maybe adding a reply to a ticket, and I want to specify ccs, admin ccs etc - for addresses within my domain I don't want to have to type "@mit.edu" each time. My Eudora mail client, for example, has a config setting "domain to add to unqualified outgoing addresses", which I set to "mit.edu". Steve At 04:48 PM 2/2/2004 -0500, Jesse Vincent wrote: >On Mon, Feb 02, 2004 at 04:41:53PM -0500, Stephen Turner wrote: > > Hello, > > > > We'd like to be able to specify email addresses on tickets without > > having to type the domain name (i.e.. just type "joeuser" rather than > > "joeuser at ourfirm.com" ). > >I think what you want RT to be doing is canonicalizing the email address >on input, not on output. Grep the config file for "CanonicalizeEmail". >It may well be that the standard regex won't meet your needs and you'll >need to overlay the entire subroutine, but that should take care of what >you need. > > Jesse > >-- >http://www.bestpractical.com/rt -- Trouble Ticketing. Free. -------------- next part -------------- An HTML attachment was scrubbed... URL: From murphy at genome.chop.edu Tue Feb 3 10:41:24 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Tue, 3 Feb 2004 10:41:24 -0500 Subject: [rt-users] My RT is too slow In-Reply-To: <20040203150757.U36675@nemesis.eahd.or.ug> Message-ID: <6C7C4680-565F-11D8-A8D3-0003930D3626@genome.chop.edu> Wilson, As someone pointed out to me once, a good way to search the list archives is to do a google search for [site:lists.fsck.com RT slow] (or performance, or sluggish, or whatever) In general, "the list helps those who help themselves", so you really have to do some footwork yourself first. Some people would probably like to help you, but not many are expert enough to do so, and it would take a lot of time to go through all the possibilities with you. Personally, I'm not even sure what the possibilities are: I would have to search the list archives, etc, myself. I don't know how much you know, but there's a lot of sysadmin and apache admin knowledge that comes into play here. I have only a little of it. One question is: how much memory does this box have? mod_perl apps can use a lot. Related to this question is, how many apache children are running? Each one is huge and fat with perl and perl modules. What else is this apache server doing? If the same apache server is used to serve a lot of static content, you may have excessive memory usage because perl-equipped processes are being wasted on serving static pages. In such cases, it's best to have two entirely separate instances, with the static page server not having mod_perl but instead reverse proxying to the mod_perl instance. Other Q's: When you do 'top' or 'top -u', what is consuming a lot of cpu? mysql? httpd? both? Is there paging going on (memory-related question)? vmstat pi and po columns nonzero mean paging - not enough physical memory in the machine (if you have vmstat). I have to get a release out the door today, so that's all I can help with today; sorry. -Kevin Murphy On Tuesday, February 3, 2004, at 07:20 AM, Wilson Abigaba wrote: > Hi rt-users, > This is an addition to the question i sent in the morning about my rt > being too slow. > I'm a new user and using rt-3.0.8 hosted on a FreeBSD > platform(server). My > datbase is Mysql and so far root is the only account there. I'm using > apache 1.3.29 and mod_perl 1.29. > The main problem is the speed of this RT. Other sites and links work > sastifactorily fast but rt always takes more than 15 minutes to load. > Help me please, > thank you, > Wilson From rezab at netwin.cz Tue Feb 3 11:00:40 2004 From: rezab at netwin.cz (=?iso-8859-2?B?2GW+YWIgSmFu?=) Date: Tue, 3 Feb 2004 17:00:40 +0100 Subject: [rt-users] cannot handle command-line recipients with -t Message-ID: <46F02C496B808348A1C6239195E1CAE608784A@nw01.scomp-net.lc> Hi. I have any problem with postfix. I have install rt 3.0.8 in directory /opt/rt-3.0.8/ . I have install postfix from debian distribution. rt:~# /usr/sbin/postconf mail_version mail_version = 1.1.11 I have in log files this: connect from localhost[127.0.0.1] Feb 2 18:26:39 rt postfix/smtpd[1848]: disconnect from localhost[127.0.0.1] Feb 2 18:26:39 rt postfix/sendmail[1853]: fatal: cannot handle command-line recipients with -t Feb 2 18:26:40 rt postfix/local[1850]: CE39F667B3: to=, relay=local, delay=2, status=sent ("|/opt/rt-3.0.8/bin/rt-mailgate --queue general --action correspond --url http://yyy.xxx.cz") Whats wrong? Thanks. From iqbala at qwestip.net Tue Feb 3 11:04:53 2004 From: iqbala at qwestip.net (Asif Iqbal) Date: Tue, 3 Feb 2004 11:04:53 -0500 Subject: [rt-users] My RT is too slow In-Reply-To: <6C7C4680-565F-11D8-A8D3-0003930D3626@genome.chop.edu> References: <20040203150757.U36675@nemesis.eahd.or.ug> <6C7C4680-565F-11D8-A8D3-0003930D3626@genome.chop.edu> Message-ID: <20040203160453.GB15002@qwestip.net> Try using RT 3-0-8. Also you can go to rt3.fsck.com and login as guest/guest and look for tickets related to performance Kevin Murphy wrote: > Wilson, > > As someone pointed out to me once, a good way to search the list > archives is to do a google search for > > [site:lists.fsck.com RT slow] (or performance, or sluggish, or > whatever) > > In general, "the list helps those who help themselves", so you really > have to do some footwork yourself first. > > Some people would probably like to help you, but not many are expert > enough to do so, and it would take a lot of time to go through all the > possibilities with you. Personally, I'm not even sure what the > possibilities are: I would have to search the list archives, etc, > myself. I don't know how much you know, but there's a lot of sysadmin > and apache admin knowledge that comes into play here. I have only a > little of it. > > One question is: how much memory does this box have? mod_perl apps can > use a lot. Related to this question is, how many apache children are > running? Each one is huge and fat with perl and perl modules. What > else is this apache server doing? If the same apache server is used to > serve a lot of static content, you may have excessive memory usage > because perl-equipped processes are being wasted on serving static > pages. In such cases, it's best to have two entirely separate > instances, with the static page server not having mod_perl but instead > reverse proxying to the mod_perl instance. Other Q's: When you do > 'top' or 'top -u', what is consuming a lot of cpu? mysql? httpd? > both? Is there paging going on (memory-related question)? vmstat pi > and po columns nonzero mean paging - not enough physical memory in the > machine (if you have vmstat). > > I have to get a release out the door today, so that's all I can help > with today; sorry. > > -Kevin Murphy > > On Tuesday, February 3, 2004, at 07:20 AM, Wilson Abigaba wrote: > > >Hi rt-users, > >This is an addition to the question i sent in the morning about my rt > >being too slow. > >I'm a new user and using rt-3.0.8 hosted on a FreeBSD > >platform(server). My > >datbase is Mysql and so far root is the only account there. I'm using > >apache 1.3.29 and mod_perl 1.29. > >The main problem is the speed of this RT. Other sites and links work > >sastifactorily fast but rt always takes more than 15 minutes to load. > >Help me please, > >thank you, > >Wilson > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From leon at iwa-solutions.com Tue Feb 3 11:20:56 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Tue, 03 Feb 2004 09:20:56 -0700 Subject: [rt-users] My RT is too slow In-Reply-To: <20040203150757.U36675@nemesis.eahd.or.ug> References: <20040203150757.U36675@nemesis.eahd.or.ug> Message-ID: <6.0.1.1.0.20040203091514.04d3c1a0@iwapps4.iwapps.com> I don't know what your hardware is like but I found that, especially on lower end systems, memory is a major consideration. I have RT 3.06 running on a 400 Mhz Intel box using RedHat 8. Initially I had 196 Mb memory showing. I was having performance problems. Log on could take a minute or more and updating took 30 sec to a minute. I upped my memory to 324 Mb and 90% of my performance problems disappeared. At 05:20 AM 2/3/04, Wilson Abigaba wrote: >Hi rt-users, >This is an addition to the question i sent in the morning about my rt >being too slow. >I'm a new user and using rt-3.0.8 hosted on a FreeBSD platform(server). My >datbase is Mysql and so far root is the only account there. I'm using >apache 1.3.29 and mod_perl 1.29. >The main problem is the speed of this RT. Other sites and links work >sastifactorily fast but rt always takes more than 15 minutes to load. >Help me please, >thank you, >Wilson >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From m-liebman at northwestern.edu Tue Feb 3 11:36:46 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 3 Feb 2004 11:36:46 -0500 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: <401EBEC4.4010904@ebrary.com> References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> Message-ID: <20040203163646.GA13963@SDF.LONESTAR.ORG> On Mon, Feb 02, 2004 at 04:19:00PM -0500, max riz wrote: [snip happens] > Runs fine and reports that everything is there. > -bash-2.05b$ ./rt-3.0.8/sbin/rt-test-dependencies --with-mysql > --with-apache2 > Unknown option: with-apache2 That's --with-modperl2. So you never checked for all the mod_perl2 specific modules. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From tim_wilson at hopkins.k12.mn.us Tue Feb 3 11:41:58 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Tue, 03 Feb 2004 10:41:58 -0600 Subject: [rt-users] Adding additional status option Message-ID: Hi everyone, I've looked through the RT database and it appears that there's no table that contains the list of predetermined ticket status options (e.g., new, open, resolved, etc.) I'd like to add another one, "At repair," to indicate that a particular piece of equipment is in the shop. I haven't found any clues in the list archives either. If it's not in the database, where should I add that? -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From george at alink.co.za Tue Feb 3 11:52:20 2004 From: george at alink.co.za (George Barnett) Date: Tue, 03 Feb 2004 16:52:20 +0000 Subject: [rt-users] changing config values Message-ID: <401FD1C4.6080400@alink.co.za> Hi, I'm looking through the existing config of an RT installation and the RT_SiteConfig.pm has the following values: Set($RT::rtname , "AlinkUK"); Set($RT::Organization , "alink.uk.net"); If I change these values to some new values, namely: Set($RT::rtname , "TroubleTicket"); Set($RT::Organization , "uk.alink.net"); Will this completely break things if I dont change anything in the DB backend? The reasons for this are as follows: rtname- I need something generically whitelabelled so I can fiddle around with getting multiple complany brand's into the same RT system while maintaining a sense of brand identity (anybody have a better idea here?) organization- the domain is clearly broken. Any suggestion appreciated Cheers, -- George Barnett, Scsa Reality Engineer eml: george at alink.co.za gsm: +44 778 884 7205 www: www.alink.co.za The best approach: order a large bag o' magnets -- in fact, order several: they're fun for the whole family... Gather the youg'uns and the missus around and watch the media errors scroll by. Bring food. Make a night of it. The possibilities are limited only by your imagination and city zoning ordinances. -- Bill Paul From dwarner at ctinetworks.com Tue Feb 3 11:58:25 2004 From: dwarner at ctinetworks.com (Douglas E. Warner) Date: Tue, 3 Feb 2004 11:58:25 -0500 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <4018C0A7.4040107@acronis.ru> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> Message-ID: <200402031158.26590.dwarner@ctinetworks.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thursday 29 January 2004 03:13, Ruslan U. Zakirov wrote: > I'd like to see output from Profiler > `dprofpp -S qwe.out` > > For big ticket and small one. > And full from Mason Profiler. Here's a tarball with everything (only way to keep it under the list message size maximum). - -Doug - -- Douglas E. Warner Network Engineer CTI/PAdotNET http://ctinetworks.com +1 717 975 9000 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (GNU/Linux) iD8DBQFAH9MxJV36su0A0xIRAqPkAJ44Ul0KR534HfFXHJQI5bbeSrOyowCgnS8/ RthJCL4oCxRctvmm0kwAv0A= =ssxg -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: ticketprofile.tar.bz2 Type: application/x-tbz Size: 20743 bytes Desc: not available URL: From tim_wilson at hopkins.k12.mn.us Tue Feb 3 12:00:15 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Tue, 03 Feb 2004 11:00:15 -0600 Subject: [rt-users] changing config values In-Reply-To: <401FD1C4.6080400@alink.co.za> Message-ID: On 2/3/04 10:52 AM, "George Barnett" wrote: > rtname- I need something generically whitelabelled so I can fiddle > around with getting multiple complany brand's into the same RT system > while maintaining a sense of brand identity (anybody have a better idea > here?) If you change rtname, RT will no longer recognize the subject line as corresponding to a particular ticket. Any new correspondance will create new tickets instead of plugging into existing ones. We did this in our organization, but it was early on in our use of RT and we were able to manually merge a few tickets until all the old ones were resolved. New tickets will work fine. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From jesse at bestpractical.com Tue Feb 3 12:06:19 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Feb 2004 12:06:19 -0500 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <200402031158.26590.dwarner@ctinetworks.com> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> Message-ID: <20040203170619.GD32355@fsck.com> On Tue, Feb 03, 2004 at 11:58:25AM -0500, Douglas E. Warner wrote: Content-Description: clearsigned data > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > On Thursday 29 January 2004 03:13, Ruslan U. Zakirov wrote: > > I'd like to see output from Profiler > > `dprofpp -S qwe.out` > > > > For big ticket and small one. > > And full from Mason Profiler. > > Here's a tarball with everything (only way to keep it under the list message > size maximum). So, this looks pretty much like the "tickets with large attachments take a long time to display" issue that we identified a while ago. A potential customer had approached us about underwriting the changes that would need to happen to fix it, but then backed off. Ruslan had a preliminary hack of a patch as well. At this point, without a sponsor for the work, it's something we're looking to fix for 3.2. Jesse > > - -Doug > > - -- > Douglas E. Warner Network Engineer > CTI/PAdotNET http://ctinetworks.com +1 717 975 9000 > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.3 (GNU/Linux) > > iD8DBQFAH9MxJV36su0A0xIRAqPkAJ44Ul0KR534HfFXHJQI5bbeSrOyowCgnS8/ > RthJCL4oCxRctvmm0kwAv0A= > =ssxg > -----END PGP SIGNATURE----- > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tim_wilson at hopkins.k12.mn.us Tue Feb 3 12:15:28 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Tue, 03 Feb 2004 11:15:28 -0600 Subject: [rt-users] Notifying Ccs when ticket is moved to their queue Message-ID: Hi everyone, I'm trying to create a new scrip that will email all Ccs in a particular queue when a ticket is moved into their queue. I tried using "On Queue Change" and "Notify Ccs," but that notified the Ccs in the queue *from* which the ticket was moved. Almost, but not quite what I wanted. Does this require custom code beyond what the default scrip conditions and actions will do? -tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From aturner at netscreen.com Tue Feb 3 13:11:07 2004 From: aturner at netscreen.com (Aaron Turner) Date: Tue, 3 Feb 2004 10:11:07 -0800 Subject: [rt-users] Adding additional status option In-Reply-To: References: Message-ID: <20040203181107.GB1321@netscreen.com> Hi Tim, I asked a simular question not long ago, didn't get an answer, but I can tell you what I do know. You're right that there's no table. The different status's are listed in the Queue_Overlay.pm file. You'll need to add it to either the @ACTIVE_STATUS or @INACTIVE_STATUS array's and add the appropriate comment line below (not sure why, just seems that way... if it doesn't make sense right now, it will when you edit the file.) The only problem I have is that changes here are global, not specific to one queue. So if you have a bunch of queues, and only want to change one of them... you're kinda SOL. If you figure out how to limit it to a single queue, by all means let me know. :) -Aaron On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote: > Hi everyone, > > I've looked through the RT database and it appears that there's no table > that contains the list of predetermined ticket status options (e.g., new, > open, resolved, etc.) I'd like to add another one, "At repair," to indicate > that a particular piece of equipment is in the shop. I haven't found any > clues in the list archives either. > > If it's not in the database, where should I add that? -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 244 bytes Desc: not available URL: From rt at chaka.net Tue Feb 3 12:36:29 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 3 Feb 2004 12:36:29 -0500 Subject: [rt-users] Adding additional status option In-Reply-To: <20040203181107.GB1321@netscreen.com> References: <20040203181107.GB1321@netscreen.com> Message-ID: <20040203173629.GR31132@chaka.net> It sounds like you should be using a custom field for the queue. -Todd On Tue, Feb 03, 2004 at 10:11:07AM -0800, Aaron Turner wrote: > Hi Tim, > > I asked a simular question not long ago, didn't get an answer, > but I can tell you what I do know. > > You're right that there's no table. The different status's are listed > in the Queue_Overlay.pm file. You'll need to add it to either the > @ACTIVE_STATUS or @INACTIVE_STATUS array's and add the appropriate > comment line below (not sure why, just seems that way... if it doesn't > make sense right now, it will when you edit the file.) > > The only problem I have is that changes here are global, not specific > to one queue. So if you have a bunch of queues, and only want to change > one of them... you're kinda SOL. If you figure out how to limit it to > a single queue, by all means let me know. :) > > -Aaron > > On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote: > > Hi everyone, > > > > I've looked through the RT database and it appears that there's no table > > that contains the list of predetermined ticket status options (e.g., new, > > open, resolved, etc.) I'd like to add another one, "At repair," to indicate > > that a particular piece of equipment is in the shop. I haven't found any > > clues in the list archives either. > > > > If it's not in the database, where should I add that? > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From patl at fusemail.com Tue Feb 3 13:57:34 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Tue, 03 Feb 2004 13:57:34 -0500 Subject: [rt-users] Re: RT/FastCGI Problem with SimpleSearch Message-ID: <1075834654.10373.1292.camel@pc087.unigiciel.com> Jeff, > The error: > FastCGI: comm with server "/blah/rt/rt3/bin/mason_handler.fcgi" > aborted: > error parsing headers: malformed header > 'Location="/rt3/Ticket/Display.html?id=33"', referer: > https://blech.com/rt3/Search/Listing.html I've found the problem. There is a bug in perl 5.8.0 (21951): 21951 /(^\s]+)/ regexp can incorrectly fail match in utf8 locale CGI.pm <= 2.91 uses such a regexp to parse the HTTP headers: next unless my($header,$value) = /([^\s=]+)=\"?(.+?)\"?$/; This is where this bug comes from. Solution: - Upgrading CGI.pm to 3.04 did it for me. Patrick Note: Add will add this to the wiki. From aturner at netscreen.com Tue Feb 3 14:01:13 2004 From: aturner at netscreen.com (Aaron Turner) Date: Tue, 3 Feb 2004 11:01:13 -0800 Subject: [rt-users] Adding additional status option In-Reply-To: <20040203173629.GR31132@chaka.net> References: <20040203181107.GB1321@netscreen.com> <20040203173629.GR31132@chaka.net> Message-ID: <20040203190113.GC1321@netscreen.com> Well that would suck for obvious reasons. A tool like RT should adapt to the user's needs, not the other way around. I understand that right now it doesn't support this, but that doesn't mean the custom work around is the "correct solution". On Tue, Feb 03, 2004 at 12:36:29PM -0500, Todd Chapman wrote: > It sounds like you should be using a custom field for the queue. > > -Todd > > On Tue, Feb 03, 2004 at 10:11:07AM -0800, Aaron Turner wrote: > > Hi Tim, > > > > I asked a simular question not long ago, didn't get an answer, > > but I can tell you what I do know. > > > > You're right that there's no table. The different status's are listed > > in the Queue_Overlay.pm file. You'll need to add it to either the > > @ACTIVE_STATUS or @INACTIVE_STATUS array's and add the appropriate > > comment line below (not sure why, just seems that way... if it doesn't > > make sense right now, it will when you edit the file.) > > > > The only problem I have is that changes here are global, not specific > > to one queue. So if you have a bunch of queues, and only want to change > > one of them... you're kinda SOL. If you figure out how to limit it to > > a single queue, by all means let me know. :) > > > > -Aaron > > > > On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote: > > > Hi everyone, > > > > > > I've looked through the RT database and it appears that there's no table > > > that contains the list of predetermined ticket status options (e.g., new, > > > open, resolved, etc.) I'd like to add another one, "At repair," to indicate > > > that a particular piece of equipment is in the shop. I haven't found any > > > clues in the list archives either. > > > > > > If it's not in the database, where should I add that? > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Aaron Turner work: 408-543-4025 Sr. Security Engineer fax: 408-543-4078 NetScreen Technologies, Inc All emails by me are PGP signed; a bad signature indicates a forgery. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 244 bytes Desc: not available URL: From chris.poupart at mcgill.ca Tue Feb 3 14:05:31 2004 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Tue, 03 Feb 2004 14:05:31 -0500 Subject: [rt-users] HTML E-mail... Message-ID: <401FF0FB.6080805@mcgill.ca> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I have searched the archives for this, and could find a few similar requests for help, with very few replies and no resolution, so I decided that I Will ask again: I am running Request Tracker 3.0.6 on Debian Sarge. It would seem that RT still has some major problems dealing with HTML encoded email messages. I hate them as much as the next person, but we have to live with them. Right now, best case is that the text is visible in the "download" option, mixed in with HTML code, but no text is visible in the normal "History" screen. Worst case: the e-mail is silently dropped. A message sent in HTML format from Mozilla or Netscape is in this category. I am currently using fetchmail with procmail to send the e-mail to rt-mailgate. Does anyone have any suggestions? The ideal would be to run it through something like html2text and store just the text. Any solutions? Thanks, - -- Chris Poupart -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (GNU/Linux) Comment: Using GnuPG with Debian - http://enigmail.mozdev.org iD8DBQFAH/D7bzToAeL2h9gRApdkAJ92/38e+zEt7QgSUxR1mk8MTdaoLACggkld /v9tTm2yfWJrkLgQkoHqfqE= =U/Iy -----END PGP SIGNATURE----- From rt at chaka.net Tue Feb 3 13:35:59 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 3 Feb 2004 13:35:59 -0500 Subject: [rt-users] Adding additional status option In-Reply-To: <20040203190113.GC1321@netscreen.com> References: <20040203181107.GB1321@netscreen.com> <20040203173629.GR31132@chaka.net> <20040203190113.GC1321@netscreen.com> Message-ID: <20040203183559.GS31132@chaka.net> I'm just sugggesting the the Ticket's status is Open, but that for one queue you could have a sub-status that is more specific. However the code is there and you can do what you want... -Todd On Tue, Feb 03, 2004 at 11:01:13AM -0800, Aaron Turner wrote: > Well that would suck for obvious reasons. A tool like RT should > adapt to the user's needs, not the other way around. I understand > that right now it doesn't support this, but that doesn't mean > the custom work around is the "correct solution". > > > On Tue, Feb 03, 2004 at 12:36:29PM -0500, Todd Chapman wrote: > > It sounds like you should be using a custom field for the queue. > > > > -Todd > > > > On Tue, Feb 03, 2004 at 10:11:07AM -0800, Aaron Turner wrote: > > > Hi Tim, > > > > > > I asked a simular question not long ago, didn't get an answer, > > > but I can tell you what I do know. > > > > > > You're right that there's no table. The different status's are listed > > > in the Queue_Overlay.pm file. You'll need to add it to either the > > > @ACTIVE_STATUS or @INACTIVE_STATUS array's and add the appropriate > > > comment line below (not sure why, just seems that way... if it doesn't > > > make sense right now, it will when you edit the file.) > > > > > > The only problem I have is that changes here are global, not specific > > > to one queue. So if you have a bunch of queues, and only want to change > > > one of them... you're kinda SOL. If you figure out how to limit it to > > > a single queue, by all means let me know. :) > > > > > > -Aaron > > > > > > On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote: > > > > Hi everyone, > > > > > > > > I've looked through the RT database and it appears that there's no table > > > > that contains the list of predetermined ticket status options (e.g., new, > > > > open, resolved, etc.) I'd like to add another one, "At repair," to indicate > > > > that a particular piece of equipment is in the shop. I haven't found any > > > > clues in the list archives either. > > > > > > > > If it's not in the database, where should I add that? > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- > Aaron Turner work: 408-543-4025 > Sr. Security Engineer fax: 408-543-4078 > NetScreen Technologies, Inc > All emails by me are PGP signed; a bad signature indicates a forgery. From bfennimore at purespeedplus.com Tue Feb 3 14:32:24 2004 From: bfennimore at purespeedplus.com (Brian M Fennimore) Date: Tue, 3 Feb 2004 14:32:24 -0500 Subject: [rt-users] unsubscribe In-Reply-To: <20040203183559.GS31132@chaka.net> Message-ID: unsubscribe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Todd Chapman Sent: Tuesday, February 03, 2004 1:36 PM To: Aaron Turner Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Adding additional status option I'm just sugggesting the the Ticket's status is Open, but that for one queue you could have a sub-status that is more specific. However the code is there and you can do what you want... -Todd On Tue, Feb 03, 2004 at 11:01:13AM -0800, Aaron Turner wrote: > Well that would suck for obvious reasons. A tool like RT should > adapt to the user's needs, not the other way around. I understand > that right now it doesn't support this, but that doesn't mean > the custom work around is the "correct solution". > > > On Tue, Feb 03, 2004 at 12:36:29PM -0500, Todd Chapman wrote: > > It sounds like you should be using a custom field for the queue. > > > > -Todd > > > > On Tue, Feb 03, 2004 at 10:11:07AM -0800, Aaron Turner wrote: > > > Hi Tim, > > > > > > I asked a simular question not long ago, didn't get an answer, > > > but I can tell you what I do know. > > > > > > You're right that there's no table. The different status's are listed > > > in the Queue_Overlay.pm file. You'll need to add it to either the > > > @ACTIVE_STATUS or @INACTIVE_STATUS array's and add the appropriate > > > comment line below (not sure why, just seems that way... if it doesn't > > > make sense right now, it will when you edit the file.) > > > > > > The only problem I have is that changes here are global, not specific > > > to one queue. So if you have a bunch of queues, and only want to change > > > one of them... you're kinda SOL. If you figure out how to limit it to > > > a single queue, by all means let me know. :) > > > > > > -Aaron > > > > > > On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote: > > > > Hi everyone, > > > > > > > > I've looked through the RT database and it appears that there's no table > > > > that contains the list of predetermined ticket status options (e.g., new, > > > > open, resolved, etc.) I'd like to add another one, "At repair," to indicate > > > > that a particular piece of equipment is in the shop. I haven't found any > > > > clues in the list archives either. > > > > > > > > If it's not in the database, where should I add that? > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- > Aaron Turner work: 408-543-4025 > Sr. Security Engineer fax: 408-543-4078 > NetScreen Technologies, Inc > All emails by me are PGP signed; a bad signature indicates a forgery. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From kno at jtan.com Tue Feb 3 14:59:25 2004 From: kno at jtan.com (Matt Dunford) Date: Tue, 3 Feb 2004 11:59:25 -0800 Subject: [rt-users] Reply problem Message-ID: <20040203195925.GE2709@diffplus> Hi, I'm having trouble setting up RT3. It receives messages just fine, but I can't reply to them. Here is the log entry whenever I try: Feb 3 16:51:47 rt RT: RT::Scrip=HASH(0x954a3d8): Couldn't prepare Open Tickets (/usr/share/perl5/RT/Scrip_Overlay.pm:338) Feb 3 16:51:47 rt RT: #4/26 - Scrip 4 (/usr/share/perl5/RT/Action/SendEmail.pm:92) Feb 3 16:51:47 rt RT: No recipients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) Feb 3 16:51:47 rt RT: #4/26 - Scrip 5 (/usr/share/perl5/RT/Action/SendEmail.pm:92) Feb 3 16:51:47 rt RT: RT::Scrip=HASH(0x9554030): Couldn't commit Notify Requestors and Ccs (/usr/share/perl5/RT/Scrip_Overlay.pm:345) Feb 3 16:51:48 rt RT: #4/26 - Scrip 6 (/usr/share/perl5/RT/Action/SendEmail.pm:92) Feb 3 16:51:48 rt RT: No recipients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) Is replying to a recipient not enabled by default? Any help would be much appreciated. My perl is version 5.8.2 & I'm running Debian Sarge. From rt at chaka.net Tue Feb 3 16:09:24 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 3 Feb 2004 16:09:24 -0500 Subject: [rt-users] Possible bug with Scrips? (RT 3.0.8) Message-ID: <20040203210924.GA5927@chaka.net> Can someone else test this problem? I have a scrip which sends a notification to the reqeustor when a ticket is resolved. Nothing custome her, just built-in scrip stuff. There appears to be a bug in RT that causes no notification to be sent under circumstances which I can't figure out. Here is an RT log that shows the requestor being notified when the ticket is opened, but when the ticket is resolved shortly after the scrip says: "No recipients found." Feb 3 13:53:46 slah001 RT: #169/3032 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Feb 3 13:53:46 slah001 RT: sent To: chapmat at slah001.abh.vw.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) Feb 3 13:53:46 slah001 RT: #169/3032 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Feb 3 13:53:46 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) Feb 3 13:53:46 slah001 RT: Ticket 169 created in queue 'Test' by chapmat (/opt/rt3/lib/RT/Ticket_Overlay.pm:636) Feb 3 13:53:57 slah001 RT: #169/3034 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Feb 3 13:53:57 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) Feb 3 13:53:57 slah001 RT: #169/3034 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Feb 3 13:53:57 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) Feb 3 13:53:58 slah001 RT: #169/3035 - Scrip 15 Notify Requestor on Resolve (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Feb 3 13:53:58 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) This is weird. Anyone have any ideas? Thanks! -Todd From max at ebrary.com Tue Feb 3 17:12:59 2004 From: max at ebrary.com (Max Riz) Date: Tue, 03 Feb 2004 14:12:59 -0800 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: <20040203163646.GA13963@SDF.LONESTAR.ORG> References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <20040203163646.GA13963@SDF.LONESTAR.ORG> Message-ID: <40201CEB.4000007@ebrary.com> Michael S. Liebman wrote: > On Mon, Feb 02, 2004 at 04:19:00PM -0500, max riz wrote: > [snip happens] > >>Runs fine and reports that everything is there. >>-bash-2.05b$ ./rt-3.0.8/sbin/rt-test-dependencies --with-mysql >>--with-apache2 >>Unknown option: with-apache2 > > > That's --with-modperl2. So you never checked for all the mod_perl2 > specific modules. > > Michael Same happens with '--with-modperl2' I've tried this about 6 different times, on that particular machine, and consistently fails with the error specified in the original message. So: I can consitently and successfuly install RT on every machine I've tried but that one. Clearly the easy answer is: re-install the OS. Which is what I will do. However, what bothers me is that I can't debug the damn issue to any reasonable conclusion. -- -max; From max at ebrary.com Tue Feb 3 17:23:10 2004 From: max at ebrary.com (Max Riz) Date: Tue, 03 Feb 2004 14:23:10 -0800 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: <401EC354.9000009@acronis.ru> References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> Message-ID: <40201F4E.3030800@ebrary.com> >> So that's fine. >> > > [snip] > > Really fine. > > Ok. > Try next command: > perl -we "use lib '/opt/rt3/lib';require RT::Handle;RT::Handle->new();" === My id(1)=== -bash-2.05b$ id uid=10010(rt) gid=10010(rt) groups=10010(rt) === My Unix === -bash-2.05b$ uname -a Linux dvht.ebrary.com 2.4.20-20.8smp #1 SMP Mon Aug 18 14:39:22 EDT 2003 i686 i686 i386 GNU/Linux === My Redhat === -bash-2.05b$ cat /etc/issue Red Hat Linux release 8.0 (Psyche) Kernel \r on an \m === My environment === -bash-2.05b$ env HOSTNAME=blah.some.com SHELL=/bin/bash TERM=xterm HISTSIZE=1000 PERL5LIB=/opt/rt/lib/perl USER=rt LS_COLORS=no=00:fi=00:di=00;34:ln=00;36:pi=40;33:so=00;35:bd=40;33;01:cd=40;33;01:or=01;05;37;41:mi=01;05;37;41:ex=00;32:*.cmd=00;32:*.exe=00;32:*.com=00;32:*.btm=00;32:*.bat=00;32:*.sh=00;32:*.csh=00;32:*.tar=00;31:*.tgz=00;31:*.arj=00;31:*.taz=00;31:*.lzh=00;31:*.zip=00;31:*.z=00;31:*.Z=00;31:*.gz=00;31:*.bz2=00;31:*.bz=00;31:*.tz=00;31:*.rpm=00;31:*.cpio=00;31:*.jpg=00;35:*.gif=00;35:*.bmp=00;35:*.xbm=00;35:*.xpm=00;35:*.png=00;35:*.tif=00;35: MAIL=/var/spool/mail/rt PATH=/bin:/usr/bin:/usr/local/bin:/usr/bin/X11:/usr/X11R6/bin INPUTRC=/etc/inputrc PWD=/opt/rt LANG=C SHLVL=1 HOME=/opt/rt LOGNAME=rt LESSOPEN=|/usr/bin/lesspipe.sh %s G_BROKEN_FILENAMES=1 _=/bin/env === Output of the above script === -bash-2.05b$ perl -we 'use lib "/opt/rt/rt-3.0.8/lib"; require RT::Handle; RT::Handle->new(); ' Use of uninitialized value in concatenation (.) or string at /opt/rt/rt-3.0.8/lib/RT/Handle.pm line 49. Use of uninitialized value in concatenation (.) or string at /opt/rt/rt-3.0.8/lib/RT/Handle.pm line 49. Can't locate object method "new" via package "RT::Handle" at -e line 1. -bash-2.05b$ > As I think you've forgot to setup $DatabaseType in config or have done > mistake. I agree, I have clearly made a mistake. I just wish I knew where, and how, and why it consistently re-occurs on only one particular machine. I also wish there was some way to debug this. > Best regards. Ruslan. > ===== Database Type ====== -bash-2.05b$ cat rt-3.0.8/etc/RT_Config.pm | grep -i databasetype Set($DatabaseType , 'mysql'); Thanks for the help, and the patience. Ciao, and thanks again! -- -max; From rob at myinternetplace.net Tue Feb 3 10:44:01 2004 From: rob at myinternetplace.net (Rob Walker) Date: Tue, 03 Feb 2004 07:44:01 -0800 Subject: [rt-users] due date for queue via web Message-ID: <87ad40qibi.fsf@ladle.net> I am running RT 3.0.6, that's what is in debian testing. When a new ticket is created via an email, the default due date is set properly. However, when a new ticket is created via the web interface, it is not set properly. I saw this reported with a solution on both 10 Feb 2003 and on 28 Jan 2003. The URL reported by Phil was http://rt3.fsck.com/Ticket/Display.html?id=1998&user=guest&pass=guest and I went and looked at it. It was a patch against Ticket.pm, and I didn't make sense against my /usr/share/perl5/RT/Ticket.pm. However, the term DefaultDueIn does show up in Ticket_Overlay.pm. There was also a large note in Ticket.pm which was as follows: # END LICENSE BLOCK # Autogenerated by DBIx::SearchBuilder factory (by ) # WARNING: THIS FILE IS AUTOGENERATED. ALL CHANGES TO THIS FILE WILL BE LOST. # # !! DO NOT EDIT THIS FILE !! # I made the change in Ticket_Overlay.pm, stopped and started apache, and it still didn't work. I downloaded and looked at Ticket_Overlay.pm in rt 3.0.8, stopped and started again, and it still didn't work. Here is my Ticket_Overlay.pm file, lines 391 to 400 #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 ); } Am I doing something wrong? thanks, rob From jesse at bestpractical.com Tue Feb 3 19:31:12 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 3 Feb 2004 19:31:12 -0500 Subject: wiki.bestpractical.com available (WAS Re: [rt-users] Request for RTuser's website. ) In-Reply-To: <000201c3eab5$7ddc8510$8f90a8c0@internal.leadup.com.au> References: <20040202163854.GO32355@fsck.com> <000201c3eab5$7ddc8510$8f90a8c0@internal.leadup.com.au> Message-ID: <20040204003112.GA29722@fsck.com> On Wed, Feb 04, 2004 at 10:26:10AM +1000, Mike Husband wrote: > > Jesse, > > I tried to add a short page on use of rt-crontool, and thought it hadn't > been added because it didn't show on the wiki home page. > > After searching the KwikiHelpIndex I added the page again with the title > RtCrontool. Again it didn't show. > > Then I discovered from RecentChanges that it had been added twice, > and that there are several other additions which do not show on the home > page. > > Could you please explain the correct processes: > - to make a page visible Type its name on another page, so in this case, you'd edit another page, like the homepage and add the phrase RtCrontool > - to get rid of a duplicate Edit the page and submit it with no content. > > Thanks > > Mike > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From m.husband at leadup.com.au Tue Feb 3 22:21:42 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Wed, 4 Feb 2004 13:21:42 +1000 Subject: [rt-users] Attempt to free unreferenced scalar Message-ID: <000a01c3eace$0362e040$8f90a8c0@internal.leadup.com.au> In preparation to upgrade from RT 3.0.7 to RT 3.0.8 I upgraded perl from 5.8.0 to 5.8.3 and mod_perl from 1.27 to 1.29. I also ran: perl -MCPAN -e shell install Bundle::CPAN rebuild cpan So I think everything is up to date. Now for every RT action I get many warnings in the rt log file: Attempt to free unreferenced scalar: SV
at Location examples include: lib/perl5/site_perl/5.8.0/Apache/Session.pm line 482 rt3/share/html/Elements/MyRequests line 56 rt3/share/html/autohandler line 58 rt3/share/html/Elements/Quicksearch line 24 I didn't notice these warnings until after I upgraded RT, but the log shows them both before and after I upgraded. Can someone please point me in the right direction to fix this? Thanks Mike From m.husband at leadup.com.au Wed Feb 4 00:04:09 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Wed, 4 Feb 2004 15:04:09 +1000 Subject: [rt-users] Attempt to free unreferenced scalar Message-ID: <000101c3eadc$530a8950$8f90a8c0@internal.leadup.com.au> rebuild of mod_perl fixed the problem -------------- next part -------------- An HTML attachment was scrubbed... URL: From m.husband at leadup.com.au Tue Feb 3 23:54:57 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Wed, 4 Feb 2004 14:54:57 +1000 Subject: [rt-users] RE: Attempt to free unreferenced scalar Message-ID: <000001c3eadb$0a7c94e0$8f90a8c0@internal.leadup.com.au> Rebuild of mod_perl fixed the problem. From espenhw at empolis.no Wed Feb 4 04:09:54 2004 From: espenhw at empolis.no (Espen Wiborg) Date: Wed, 04 Feb 2004 10:09:54 +0100 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: <40201F4E.3030800@ebrary.com> (Max Riz's message of "Tue, 03 Feb 2004 14:23:10 -0800") References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> Message-ID: Max Riz writes: > -bash-2.05b$ perl -we 'use lib "/opt/rt/rt-3.0.8/lib"; require > RT::Handle; RT::Handle->new(); ' > Use of uninitialized value in concatenation (.) or string at > /opt/rt/rt-3.0.8/lib/RT/Handle.pm line 49. > Use of uninitialized value in concatenation (.) or string at > /opt/rt/rt-3.0.8/lib/RT/Handle.pm line 49. > Can't locate object method "new" via package "RT::Handle" at -e line 1. > -bash-2.05b$ Which is as expected, as RT::Handle never pulls in the config. How about perl -we 'use lib "/opt/rt/rt-3.0.8/lib"; use RT; RT::LoadConfig(); require RT::Handle; RT::Handle->new(); ' (All on one line). -- Espen Wiborg Meddle not in the affairs of dragons, for you are crunchy and taste like chicken. From Ext-Ann-Christine.Tapola at nokia.com Wed Feb 4 07:35:45 2004 From: Ext-Ann-Christine.Tapola at nokia.com (Ext-Ann-Christine.Tapola at nokia.com) Date: Wed, 4 Feb 2004 14:35:45 +0200 Subject: [rt-users] Resolved template with resolved message Message-ID: <9B7503C54251174CBD7A79FA0DF6BC4F026A5D77@esebe016.ntc.nokia.com> > RT 3.0.8 and higher have new feature in scrip's core. This > allow to exec > your scrip after all transactions done. > So you can scan near transactions for reply or comment and add it to > template. > Best regards. Ruslan. Now I have updated to RT 3.0.8. How should I change the scrip so that is scans for a comment (or reply)? What code should I write for that? Thanks for your help! - anki - From roland at sazuma.com Wed Feb 4 07:38:15 2004 From: roland at sazuma.com (roland) Date: Wed, 4 Feb 2004 07:38:15 -0500 Subject: [rt-users] automated response Message-ID: <10402040738.AA94958445@sazuma.com> I'm out of the office until Monday February 9th. In Urgent Matters please contact Lars at support at sazuma.com. Otherwise I'll respond to your E-Mail on Monday!! Best Regards Roland - Sazuma Trading - The Import Specialist for your DVD Needs! Ich bin bis Montag 9. Februar nicht erreichbar. F?r dringende Angelegenheiten wende dich bitte an Lars (support at sazuma.com). Ab Montag kann ich dann deine E-Mail beantworten. lg Roland - Sazuma Trading - The Import Specialist for your DVD Needs! From cubic at acronis.ru Wed Feb 4 08:07:01 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 04 Feb 2004 16:07:01 +0300 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <20040203170619.GD32355@fsck.com> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> <20040203170619.GD32355@fsck.com> Message-ID: <4020EE75.6000807@acronis.ru> Jesse Vincent wrote: > > > On Tue, Feb 03, 2004 at 11:58:25AM -0500, Douglas E. Warner wrote: > Content-Description: clearsigned data > >>-----BEGIN PGP SIGNED MESSAGE----- >>Hash: SHA1 >> >>On Thursday 29 January 2004 03:13, Ruslan U. Zakirov wrote: >> >>>I'd like to see output from Profiler >>>`dprofpp -S qwe.out` >>> >>>For big ticket and small one. >>>And full from Mason Profiler. >> >>Here's a tarball with everything (only way to keep it under the list message >>size maximum). > > > So, this looks pretty much like the "tickets with large attachments take > a long time to display" issue that we identified a while ago. A > potential customer had approached us about underwriting the changes that > would need to happen to fix it, but then backed off. Ruslan had a > preliminary hack of a patch as well. At this point, without a sponsor > for the work, it's something we're looking to fix for 3.2. > > Jesse Hello, Douglas and Jesse and other. Ok. This is really problem. I've attached patches. Instructions below. Check it please and some feedback on it. Profiles would be helpful. Best regards, Ruslan. Installation guide, read everything before applying. tar -xzvf DBIx-SearchBuilder-0.96.tar.gz cd DBIx-SearchBuilder-0.96 cat noprefetch.patch | patch -p1 # You'll see warns here, but it's ok, # this patch was writen for 0.94 version. perl Makefile.PL make && make test && make install # backup RT tree with something like `tar -czvf rt.tar.gz rt3` cd /opt/rt3 cat noprefetch_rt.patch | patch -p1 apache full restart # check # this patches can't corrupt your data. # functionality is triggered only pages where attachments info is used. # you can revert them 1) reinstall plain DBIx-SearchBuilder tar -xzvf DBIx-SearchBuilder-0.96.tar.gz cd DBIx-SearchBuilder-0.96 perl Makefile.PL make && make test && make install 2) clean RT code with -R option to patch. cat noprefetch_rt.patch | patch -p1 -R -------------- next part -------------- A non-text attachment was scrubbed... Name: noprefetch.patch Type: application/aegis-patch Size: 5778 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: noprefetch_rt.patch Type: application/aegis-patch Size: 4343 bytes Desc: not available URL: From patl at fusemail.com Wed Feb 4 10:05:35 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Wed, 04 Feb 2004 10:05:35 -0500 Subject: [rt-users] Re: RT/FastCGI Problem with SimpleSearch In-Reply-To: <1075834654.10373.1292.camel@pc087.unigiciel.com> References: <1075834654.10373.1292.camel@pc087.unigiciel.com> Message-ID: <1075907135.23223.13.camel@pc087.unigiciel.com> Jesse, This is a very nasty bug. You may want to consider requiring CGI.pm >= 2.92 for further RT versions to make sure no one else wastes a day debugging it like I had to...:) Thanks, Patrick LeBoutillier BTW: The wiki is an excellent tool and I'm certain it will be very useful in uniting the GPL RT community. On Tue, 2004-02-03 at 13:57, Patrick LeBoutillier wrote: > Jeff, > > > The error: > > FastCGI: comm with server "/blah/rt/rt3/bin/mason_handler.fcgi" > > aborted: > > error parsing headers: malformed header > > 'Location="/rt3/Ticket/Display.html?id=33"', referer: > > https://blech.com/rt3/Search/Listing.html > > I've found the problem. There is a bug in perl 5.8.0 (21951): > > 21951 /(^\s]+)/ regexp can incorrectly fail match in utf8 locale > > CGI.pm <= 2.91 uses such a regexp to parse the HTTP headers: > > next unless my($header,$value) = /([^\s=]+)=\"?(.+?)\"?$/; > > This is where this bug comes from. > > > Solution: > - Upgrading CGI.pm to 3.04 did it for me. > > Patrick > > Note: Add will add this to the wiki. > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Wed Feb 4 09:44:19 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 4 Feb 2004 09:44:19 -0500 Subject: [rt-users] Possible bug with Scrips? (RT 3.0.8) In-Reply-To: <20040203210924.GA5927@chaka.net> References: <20040203210924.GA5927@chaka.net> Message-ID: <20040204144419.GB5927@chaka.net> More details: I added some logging info to SendEmail.pm: #send the email $RT::Logger->info("Pre-weed To: " . join ( ',', @{ $self->{'To'} } )); # Weed out any RT addresses. We really don't want to talk to ourselves! @{$self->{'To'}} = RT::EmailParser::CullRTAddresses("", @{$self->{'To'}}); Here is the log output showing that the requestor is set in $self->{'To'} when the ticket is created, but not when the ticket is resolved just seconds later. 07:14:42 RT: #175/3048 - Scrip 2 (/opt/rt3/local/lib/RT/Action/SendEmail.pm:92) 07:14:42 RT: Pre-weed To: chapmat at slah001.abh.vw.com (/opt/rt3/local/lib/RT/Action/SendEmail.pm:95) 07:14:42 RT: To: chapmat at slah001.abh.vw.com (/opt/rt3/local/lib/RT/Action/SendEmail.pm:128) 07:14:42 RT: sent To: chapmat at slah001.abh.vw.com Cc: Bcc: (/opt/rt3/local/lib/RT/Action/SendEmail.pm:304) 07:15:00 RT: #175/3049 - Scrip 15 Notify Requestor on Resolve (/opt/rt3/local/lib/RT/Action/SendEmail.pm:92) 07:15:00 RT: Pre-weed To: (/opt/rt3/local/lib/RT/Action/SendEmail.pm:95) 07:15:00 RT: To: (/opt/rt3/local/lib/RT/Action/SendEmail.pm:128) 07:15:00 RT: No recipients found. Not sending. (/opt/rt3/local/lib/RT/Action/SendEmail.pm:259) This is very strange. -Todd On Tue, Feb 03, 2004 at 04:09:24PM -0500, Todd Chapman wrote: > Can someone else test this problem? > > I have a scrip which sends a notification to the reqeustor > when a ticket is resolved. Nothing custome her, just built-in > scrip stuff. > > There appears to be a bug in RT that causes no notification to > be sent under circumstances which I can't figure out. > > Here is an RT log that shows the requestor being notified when > the ticket is opened, but when the ticket is resolved shortly > after the scrip says: "No recipients found." > > Feb 3 13:53:46 slah001 RT: #169/3032 - Scrip 2 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > Feb 3 13:53:46 slah001 RT: sent To: chapmat at slah001.abh.vw.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302) > Feb 3 13:53:46 slah001 RT: #169/3032 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > Feb 3 13:53:46 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > Feb 3 13:53:46 slah001 RT: Ticket 169 created in queue 'Test' by chapmat (/opt/rt3/lib/RT/Ticket_Overlay.pm:636) > Feb 3 13:53:57 slah001 RT: #169/3034 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > Feb 3 13:53:57 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > Feb 3 13:53:57 slah001 RT: #169/3034 - Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > Feb 3 13:53:57 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > Feb 3 13:53:58 slah001 RT: #169/3035 - Scrip 15 Notify Requestor on Resolve (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > Feb 3 13:53:58 slah001 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > This is weird. Anyone have any ideas? > > Thanks! > > -Todd > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Feb 4 10:47:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 04 Feb 2004 18:47:22 +0300 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <4020EE75.6000807@acronis.ru> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> <20040203170619.GD32355@fsck.com> <4020EE75.6000807@acronis.ru> Message-ID: <4021140A.8000904@acronis.ru> Hello, again. I've check again patches. Results: 1) Transaction recordsman (260 Trs without binary attachments all text inlined in history). ~ 60 sec with and without patches. Here is I see a little slowdown because of additional selects for content fetching. It's suspected. 2) Binary attachments length recordsmen. (10 bin attachs with summary length 32Mb) Speedup from 34 to 28 sec(~6 sec saved). Yeh, speed up, but not so large as wanted. Future ideas: 1) Refactor code of History's html. I don't think this could help a lot, but we can give it a try. 2) As we can see from MasonXProfile: Mason component Counter Summary time(a little wierd info, but consistent with reality) /Ticket/Elements/ShowHistory 1 12.6187 /Elements/Footer 1 0.0142 /Ticket/Elements/ShowAttachments 1 4.0983 /Elements/SelectNewTicketQueue 1 0.0084 /Elements/ListActions 1 0.0041 /Ticket/Elements/ShowTransaction 87 11.9785 /Ticket/Elements/ShowMembers 1 0.0203 /Ticket/Elements/ShowDates 1 0.078 /Ticket/Elements/Tabs 1 0.1348 /Elements/SetupSessionCookie 1 0.0054 /Ticket/Elements/ShowMessageHeaders 69 0.7705 /Elements/Callback 403 2.02620000000001 /Ticket/Elements/ShowPeople 1 0.1223 /autohandler 1 17.7271 /Elements/Menu 4 0.0734 /Elements/CreateTicket 1 0.0202 /Ticket/Elements/ShowSummary 1 4.7828 /Ticket/Elements/ShowLinks 1 0.1996 /Ticket/Elements/ShowMessageStanza 72 1.4281 /Ticket/Elements/ShowRequestor 1 0.0322 /Elements/TitleBoxEnd 5 0.0203 /Elements/Header 1 0.0284 /Elements/PageLayout 1 0.0392 /Elements/TitleBoxStart 5 0.0222 /Ticket/Elements/ShowBasics 1 0.0569 /Elements/Tabs 1 0.0824 /Ticket/Display.html 1 17.6879 /Elements/SimpleSearch 1 0.0104 Callback subsystem eats a lot of time even if there is no callbacks found. 3) Commenting eval around text qoutting gave me speedup first test to 51sec(~9 sec)(Ticket/Elements/ShowTransaction) Turned off quotting at all and got ~48(12 sec speedup) Waiting for your feedback. Ruslan. From jesse at bestpractical.com Wed Feb 4 10:58:08 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Feb 2004 10:58:08 -0500 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <4021140A.8000904@acronis.ru> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> <20040203170619.GD32355@fsck.com> <4020EE75.6000807@acronis.ru> <4021140A.8000904@acronis.ru> Message-ID: <20040204155808.GA16318@fsck.com> > Waiting for your feedback. Autrijus and I are currently working on prepping our version of the patches. I hope to have something for you to play with within the next day or two. > Ruslan. > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt at chaka.net Wed Feb 4 10:12:09 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 4 Feb 2004 10:12:09 -0500 Subject: [rt-users] Possible bug with Scrips? (RT 3.0.8) In-Reply-To: <20040204144419.GB5927@chaka.net> References: <20040203210924.GA5927@chaka.net> <20040204144419.GB5927@chaka.net> Message-ID: <20040204151209.GC5927@chaka.net> Am I talking to myself too much? :) It looks like a difference in Autoreply.pm and Notify.pm. Autoreply.pm sets the 'To' differently than Notify.pm. -Todd On Wed, Feb 04, 2004 at 09:44:19AM -0500, Todd Chapman wrote: > More details: > > I added some logging info to SendEmail.pm: > > #send the email > > $RT::Logger->info("Pre-weed To: " . join ( ',', @{ $self->{'To'} } )); > # Weed out any RT addresses. We really don't want to talk to ourselves! > @{$self->{'To'}} = RT::EmailParser::CullRTAddresses("", @{$self->{'To'}}); > > Here is the log output showing that the requestor is set in > $self->{'To'} when the ticket is created, but not when the > ticket is resolved just seconds later. > > 07:14:42 RT: #175/3048 - Scrip 2 (/opt/rt3/local/lib/RT/Action/SendEmail.pm:92) > 07:14:42 RT: Pre-weed To: chapmat at slah001.abh.vw.com (/opt/rt3/local/lib/RT/Action/SendEmail.pm:95) > 07:14:42 RT: To: chapmat at slah001.abh.vw.com (/opt/rt3/local/lib/RT/Action/SendEmail.pm:128) > 07:14:42 RT: sent To: chapmat at slah001.abh.vw.com Cc: Bcc: (/opt/rt3/local/lib/RT/Action/SendEmail.pm:304) > > 07:15:00 RT: #175/3049 - Scrip 15 Notify Requestor on Resolve (/opt/rt3/local/lib/RT/Action/SendEmail.pm:92) > 07:15:00 RT: Pre-weed To: (/opt/rt3/local/lib/RT/Action/SendEmail.pm:95) > 07:15:00 RT: To: (/opt/rt3/local/lib/RT/Action/SendEmail.pm:128) > 07:15:00 RT: No recipients found. Not sending. (/opt/rt3/local/lib/RT/Action/SendEmail.pm:259) > > This is very strange. > > -Todd > From seph at directionless.org Wed Feb 4 11:03:24 2004 From: seph at directionless.org (seph) Date: Wed, 04 Feb 2004 11:03:24 -0500 Subject: [rt-users] Re: Possible bug with Scrips? (RT 3.0.8) In-Reply-To: <20040204144419.GB5927@chaka.net> (Todd Chapman's message of "Wed, 4 Feb 2004 09:44:19 -0500") References: <20040203210924.GA5927@chaka.net> <20040204144419.GB5927@chaka.net> Message-ID: >> There appears to be a bug in RT that causes no notification to >> be sent under circumstances which I can't figure out. are you getting bitten by rt's default behavior of not sending email to the person intiating the change? (which is now a config setting) seph From rt at chaka.net Wed Feb 4 10:23:32 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 4 Feb 2004 10:23:32 -0500 Subject: SOLVED: [rt-users] Possible bug with Scrips? (RT 3.0.8) In-Reply-To: <20040204151209.GC5927@chaka.net> References: <20040203210924.GA5927@chaka.net> <20040204144419.GB5927@chaka.net> <20040204151209.GC5927@chaka.net> Message-ID: <20040204152332.GD5927@chaka.net> It's not a bug, it's a feature. The 'Notify' action doesn't send an e-mail to the person who triggered the action. Since I was the requestor on the ticket and the resolver, my e-mail address was being stripped out and there were no recpients to send to. It was a good exercise though. I learned a lot more about RT's internals. -Todd On Wed, Feb 04, 2004 at 10:12:09AM -0500, Todd Chapman wrote: > Am I talking to myself too much? :) > > It looks like a difference in Autoreply.pm and Notify.pm. > > Autoreply.pm sets the 'To' differently than Notify.pm. > > -Todd > From rt at chaka.net Wed Feb 4 10:24:54 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 4 Feb 2004 10:24:54 -0500 Subject: [rt-users] Re: Possible bug with Scrips? (RT 3.0.8) In-Reply-To: References: <20040203210924.GA5927@chaka.net> <20040204144419.GB5927@chaka.net> Message-ID: <20040204152454.GE5927@chaka.net> Thanks Seph. I sure was! # 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, 0); -Todd On Wed, Feb 04, 2004 at 11:03:24AM -0500, seph wrote: > >> There appears to be a bug in RT that causes no notification to > >> be sent under circumstances which I can't figure out. > > are you getting bitten by rt's default behavior of not sending email > to the person intiating the change? (which is now a config setting) > > seph From kmoran at servecentric.com Wed Feb 4 11:37:34 2004 From: kmoran at servecentric.com (Kevin Moran) Date: Wed, 4 Feb 2004 16:37:34 -0000 Subject: [rt-users] RT ticket Reminder Message-ID: Hi all, I am looking for a way to setup reminders for tickets. Is there anyway that I can be reminded of a ticket if it is not updated within the hour? Also if I have a ticket and I want to be reminded about it in two days. I'm really just looking for a ticket reminder add-in. Regards, Kevin Moran -------------- next part -------------- An HTML attachment was scrubbed... URL: From patl at fusemail.com Wed Feb 4 12:20:33 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Wed, 04 Feb 2004 12:20:33 -0500 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <20040204155808.GA16318@fsck.com> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> <20040203170619.GD32355@fsck.com> <4020EE75.6000807@acronis.ru> <4021140A.8000904@acronis.ru> <20040204155808.GA16318@fsck.com> Message-ID: <1075915233.23223.103.camel@pc087.unigiciel.com> Hi all, This is very interesting. If we can find a way to get rid of these performance issues, RT will become the killer app it deserves to be. Where can get I get more information on Mason profiling? I'd love to get in there and see if I can't find something. Thanks a lot, Patrick On Wed, 2004-02-04 at 10:58, Jesse Vincent wrote: > > Waiting for your feedback. > > Autrijus and I are currently working on prepping our version of the > patches. I hope to have something for you to play with within the next > day or two. > > > Ruslan. > > From cubic at acronis.ru Wed Feb 4 12:38:30 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 04 Feb 2004 20:38:30 +0300 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <1075915233.23223.103.camel@pc087.unigiciel.com> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> <20040203170619.GD32355@fsck.com> <4020EE75.6000807@acronis.ru> <4021140A.8000904@acronis.ru> <20040204155808.GA16318@fsck.com> <1075915233.23223.103.camel@pc087.unigiciel.com> Message-ID: <40212E16.8050009@acronis.ru> Patrick LeBoutillier wrote: > Hi all, > > This is very interesting. If we can find a way to get rid of these > performance issues, RT will become the killer app it deserves to be. > > Where can get I get more information on Mason profiling? I'd love to get > in there and see if I can't find something. > > Thanks a lot, > > Patrick > search.cpan.org Apache::DProf and then go by SeeAlso links. MasonX::Profiler Best regards. Ruslan. PS: As thought It will be very useful if some one will merge it modules. With Apache::DProf we can't split exec tree info by Mason components. With MasonX::Profiler we can't see more info about perl code in components. From kpietri at nvps.net Wed Feb 4 13:42:59 2004 From: kpietri at nvps.net (Karl Pietri) Date: Wed, 4 Feb 2004 13:42:59 -0500 Subject: [rt-users] RT configuration not updating. Message-ID: <029b01c3eb4e$b6f3e700$0202010a@hslantech> Hello, I have installed rt to /usr/local/rt but when i modify the /usr/local/rt/etc/RT_SiteConfig.pm none of the changes are showing up. I didnt realize it untill i tryed changing the min password lenght. I have no idea why this isnt showing up. Is there anything i have to restart or rerun to make the config file changes appear? Thanks for your help in advance. -Karl Pietri PS i have tryed searching the archives for answers but the interface is bad and very hard to search. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kpietri at nvps.net Wed Feb 4 13:52:40 2004 From: kpietri at nvps.net (Karl Pietri) Date: Wed, 4 Feb 2004 13:52:40 -0500 Subject: [rt-users] RT configuration not updating. References: <20040204184228.4698FA8B80@lucy.corp.lumeta.com> Message-ID: <02b801c3eb50$113dce00$0202010a@hslantech> MessageWell i was using apachectl restart i had no idea stop and then start did something different =) thanks again -Karl Pietri ----- Original Message ----- From: Glenn E. Sieb To: Karl Pietri Sent: Wednesday, February 04, 2004 1:42 PM Subject: RE: [rt-users] RT configuration not updating. apachectl stop && apachectl start (startssl if you're running SSL) G. -- Glenn E. Sieb System Administrator Lumeta Corporation +1 732 357-3514 (V) +1 732 564-0731 (Fax) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Karl Pietri Sent: Wednesday, February 04, 2004 1:43 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT configuration not updating. Hello, I have installed rt to /usr/local/rt but when i modify the /usr/local/rt/etc/RT_SiteConfig.pm none of the changes are showing up. I didnt realize it untill i tryed changing the min password lenght. I have no idea why this isnt showing up. Is there anything i have to restart or rerun to make the config file changes appear? Thanks for your help in advance. -Karl Pietri PS i have tryed searching the archives for answers but the interface is bad and very hard to search. -------------- next part -------------- An HTML attachment was scrubbed... URL: From elacour at easter-eggs.com Wed Feb 4 14:00:13 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 4 Feb 2004 20:00:13 +0100 Subject: [rt-users] AutoFill CustomField from sender email when openning ticket In-Reply-To: <20040201112853.GA26504@easter-eggs.com> References: <20040201112853.GA26504@easter-eggs.com> Message-ID: <20040204190012.GU3636@easter-eggs.com> On Sun, Feb 01, 2004 at 12:28:53PM +0100, Emmanuel Lacour wrote: > > Hi, > > Can someone point me to some usefull examples on how to do this. I would > like when a new ticket is created to lookup in my customers database for > the sender, then get the customer name and update the customfield value > for this ticket. > > Well I have now made a scrips witch get the customer name from ticket creator email. I need now to search on a customfield for that custommer name, get the id and add it as a customfieldvalue for this ticket... Any hint for doing this? -- 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 kpietri at nvps.net Wed Feb 4 14:33:34 2004 From: kpietri at nvps.net (Karl Pietri) Date: Wed, 4 Feb 2004 14:33:34 -0500 Subject: [rt-users] Custom Fields in selfservice Message-ID: <02e901c3eb55$c7dad220$0202010a@hslantech> Hello again, I added a bunch of queue specific custom fields and they arnt showing up in the selfservice (aka a user with not privileged) Am i doing something wrong or are custom fields ment to be used only by the people working with a ticket? Thanks again. -Karl Pietri -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Feb 4 14:53:58 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Feb 2004 14:53:58 -0500 Subject: [rt-users] Re: RT/FastCGI Problem with SimpleSearch In-Reply-To: <1075907135.23223.13.camel@pc087.unigiciel.com> References: <1075834654.10373.1292.camel@pc087.unigiciel.com> <1075907135.23223.13.camel@pc087.unigiciel.com> Message-ID: <20040204195358.GF16318@fsck.com> On Wed, Feb 04, 2004 at 10:05:35AM -0500, Patrick LeBoutillier wrote: > Jesse, > > This is a very nasty bug. You may want to consider requiring CGI.pm >= > 2.92 for further RT versions to make sure no one else wastes a day > debugging it like I had to...:) Changed. Thanks. > > Thanks, > > Patrick LeBoutillier > > BTW: The wiki is an excellent tool and I'm certain it will be very > useful in uniting the GPL RT community. From m.husband at leadup.com.au Wed Feb 4 16:18:00 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Thu, 5 Feb 2004 07:18:00 +1000 Subject: [rt-users] RT ticket Reminder In-Reply-To: Message-ID: <000501c3eb64$5eb234a0$8f90a8c0@internal.leadup.com.au> See http://wiki.bestpractical.com/cgi-bin/index.cgi?HomePage and search for rt-remind. I haven't looked at the code yet, but I imagine you can modify it to do what you require. -----Original Message----- Hi all, I am looking for a way to setup reminders for tickets. Is there anyway that I can be reminded of a ticket if it is not updated within the hour? Also if I have a ticket and I want to be reminded about it in two days. I'm really just looking for a ticket reminder add-in. Regards, Kevin Moran -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1828 bytes Desc: not available URL: From jesse at bestpractical.com Wed Feb 4 16:47:44 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Feb 2004 16:47:44 -0500 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <4021140A.8000904@acronis.ru> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> <20040203170619.GD32355@fsck.com> <4020EE75.6000807@acronis.ru> <4021140A.8000904@acronis.ru> Message-ID: <20040204214744.GH16318@fsck.com> Ok. Autrijus patches are in SearchBuilder 0.97_02 and RT 3.0.9pre3, both of which are available from the usual places. The performance improvements seem to be inline with your versions, though the architecture makes it a little easier to "hint" things down the road here. I'm seeing a 30% improvement on load times for long tickets, which is good, but not the magic bullet I'd hoped for. One change that could make a BIG difference in perceived speed is turning on mason's autoflushing and restructuring the html to be friendlier to progressive rendering. It's something we're looking at, but initial experiments weren't as "magic" as I'd hoped. -jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pleon at sqltech.cl Wed Feb 4 18:08:03 2004 From: pleon at sqltech.cl (=?iso-8859-1?Q?Pablo_Le=F3n?=) Date: Wed, 4 Feb 2004 19:08:03 -0400 Subject: [rt-users] Some troubles installing on Windows 2k Message-ID: <001e01c3eb73$be30ee30$b0c809c0@sql16> Hi I?m trying to install RT on Windows 2k using the rt-3.0.8.exe installer file found on http://download.bestpractical.com/pub/rt/contrib/3.0/ But found some problems. Where can I find some documentation about this distribution? Pablo -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Wed Feb 4 17:19:39 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 04 Feb 2004 23:19:39 +0100 Subject: [rt-users] Some troubles installing on Windows 2k In-Reply-To: <001e01c3eb73$be30ee30$b0c809c0@sql16> References: <001e01c3eb73$be30ee30$b0c809c0@sql16> Message-ID: <40216FFB.40608@ultra-secure.de> Pablo Le?n wrote: > Hi > > > > I?m trying to install RT on Windows 2k using the rt-3.0.8.exe > installer file found on > http://download.bestpractical.com/pub/rt/contrib/3.0/ > > But found some problems. > > > > Where can I find some documentation about this distribution? > IIRC, it's from www.elixus.org. BTW: Do you speak Mandarin ? ;-) Last thing I heard was that Autrijus Trang was looking for people who would like to fund a translation to English. Rainer From jesse at bestpractical.com Wed Feb 4 18:00:31 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 4 Feb 2004 18:00:31 -0500 Subject: [rt-users] RT 3.0.9pre4 Message-ID: <20040204230031.GI16318@fsck.com> Contains several new performance improvements. I'd very much like to hear feedback from users about how 3.0.9 feels compared to previous versions. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From carl at xena.IPAustralia.gov.au Wed Feb 4 18:12:25 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Thu, 05 Feb 2004 10:12:25 +1100 Subject: [rt-users] Re: RT 2 stats help (fwd) In-Reply-To: References: Message-ID: <40217C59.70807@xena.ipaustralia.gov.au> Hi David, Thanks for posting this; David M Dennis wrote: >From: Teo de Hesselle > >If you really want it, it's at http://lisa.itd.uts.edu.au/rt-stats/ > > >Here's what we replaced it with - this is a small shell script which > > I've taken the shell script and converted it into a perl script. I wanted a little more than the script provided and the date function used wasn't the same on FreeBSD as on whatever platform the script was written. WIth the perl version you can specify a specific queue, or "All" which will do all queues. You can also specify a date range so you can get statistics for any period. I didn't have to modify the select queries for our system so it should run on both RT2 and RT3 (We run 3.0.8 here). Usage: rt3-stats |All [|] [] is the number of days ago to report from. and are in the format yyyy-mm-dd. It people are interested I can post it onto the list (It's not much larger than the original script), or make it available somewhere. It requires DBI and DBD::mysql. I also wrote a variant that reports on total slips created per queue for a specified time period if people are interested. Carl. From max at ebrary.com Wed Feb 4 18:41:00 2004 From: max at ebrary.com (Max Riz) Date: Wed, 04 Feb 2004 15:41:00 -0800 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> Message-ID: <4021830C.8070401@ebrary.com> Espen Wiborg wrote: > Max Riz writes: > >>-bash-2.05b$ perl -we 'use lib "/opt/rt/rt-3.0.8/lib"; require >>RT::Handle; RT::Handle->new(); ' >>Use of uninitialized value in concatenation (.) or string at >>/opt/rt/rt-3.0.8/lib/RT/Handle.pm line 49. >>Use of uninitialized value in concatenation (.) or string at >>/opt/rt/rt-3.0.8/lib/RT/Handle.pm line 49. >>Can't locate object method "new" via package "RT::Handle" at -e line 1. >>-bash-2.05b$ > > > Which is as expected, as RT::Handle never pulls in the config. > > How about > > perl -we 'use lib "/opt/rt/rt-3.0.8/lib"; use RT; RT::LoadConfig(); require RT::Handle; RT::Handle->new(); ' > > (All on one line). > ----- Above command, with some more added info -------- -bash-2.05b$ date; perl -we 'use lib "/opt/rt/rt-3.0.8/lib"; use RT; RT::LoadConfig(); require RT::Handle; RT::Handle->new(); ' ; date ; echo $? Wed Feb 4 16:13:24 PST 2004 Wed Feb 4 16:13:27 PST 2004 0 -bash-2.05b$ -------------------------------------------------------------------- So, it goes off and does 'something' for 3 seconds, and returns with no apparent error codes. Thanks! -- -max; From Millard.Matt at principal.com Wed Feb 4 18:41:28 2004 From: Millard.Matt at principal.com (Millard, Matt) Date: Wed, 4 Feb 2004 17:41:28 -0600 Subject: [rt-users] Re: RT 2 stats help (fwd) Message-ID: <6201DF063335254BA0D6AA7053D1011706AD69A9@pfgdsmmbx006.principalusa.corp.principal.com> Sounds like a great thing for http://wiki.bestpractical.com ExternalUtils Matt -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Carl Makin Sent: Wed 2/4/2004 5:12 PM To: David M Dennis Cc: tdehesse at uts.edu.au; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: RT 2 stats help (fwd) Hi David, Thanks for posting this; David M Dennis wrote: >From: Teo de Hesselle > >If you really want it, it's at http://lisa.itd.uts.edu.au/rt-stats/ > > >Here's what we replaced it with - this is a small shell script which > > I've taken the shell script and converted it into a perl script. I wanted a little more than the script provided and the date function used wasn't the same on FreeBSD as on whatever platform the script was written. WIth the perl version you can specify a specific queue, or "All" which will do all queues. You can also specify a date range so you can get statistics for any period. I didn't have to modify the select queries for our system so it should run on both RT2 and RT3 (We run 3.0.8 here). Usage: rt3-stats |All [|] [] is the number of days ago to report from. and are in the format yyyy-mm-dd. It people are interested I can post it onto the list (It's not much larger than the original script), or make it available somewhere. It requires DBI and DBD::mysql. I also wrote a variant that reports on total slips created per queue for a specified time period if people are interested. Carl. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From carl at vivitec.com.au Thu Feb 5 02:43:13 2004 From: carl at vivitec.com.au (Carl Brewer) Date: Thu, 05 Feb 2004 18:43:13 +1100 Subject: [rt-users] enabling priority changes in 3.0.x? Message-ID: <4021F411.3030904@vivitec.com.au> I'm sure I've missed something somewhere in the doco, but my installation of RT 3.0.8 doesn't increment priority towards "final priority". I thought if I set priorty to 60 and final priority to 90 that it would increase by some arbitary amount (1?) every day towards that? Do I need to set the due date to get that to work, or some other value somewhere? Or run a cron job? (running on UNIX) thanks! Carl -- ======================= Vivitec Pty. Ltd. Suite 6, 51-55 City Rd. Southbank, 3006. Ph. +61 3 8626 5626 Fax +61 3 9682 1000 ======================= From alesh at sportina.si Thu Feb 5 03:00:05 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 5 Feb 2004 09:00:05 +0100 Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: <20040204230031.GI16318@fsck.com> Message-ID: <200402050800.i1580AwX016864@ sportina.si> Upgraded, tho it obviously runs faster but got this problem when I try to open a ticket: Can't locate object method "Columns" via package "RT::Attachments" at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. Ideas? A. -----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, February 05, 2004 12:01 AM To: rt-users at lists.fsck.com; rt-devel at lists.fsck.com Subject: [rt-users] RT 3.0.9pre4 Contains several new performance improvements. I'd very much like to hear feedback from users about how 3.0.9 feels compared to previous versions. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From doogles at doogles.com Thu Feb 5 03:29:35 2004 From: doogles at doogles.com (Jason A. Diegmueller) Date: Thu, 5 Feb 2004 02:29:35 -0600 (CST) Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: <200402050800.i1580AwX016864@ sportina.si> References: <200402050800.i1580AwX016864@ sportina.si> Message-ID: I ran in to this as well, but after running sbin/rt-test-dependancies I ran in to this: DBIx::SearchBuilder 0.97...found I was still running 0.95, previously on 3.0.9pre2. An upgrade of this module, stop/start Apache, and I was set. Linux/Fedora Core 1 Apache 1.3.29 Mysql 4.0.17 perl 5.8.1 -j On Thu, 5 Feb 2004, [iso-8859-2] Ale? Su?nik wrote: > Upgraded, tho it obviously runs faster but got this problem when I try to > open a ticket: > > Can't locate object method "Columns" via package "RT::Attachments" at > /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. > > Ideas? > > A. > > > -----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, February 05, 2004 12:01 AM > To: rt-users at lists.fsck.com; rt-devel at lists.fsck.com > Subject: [rt-users] RT 3.0.9pre4 > > Contains several new performance improvements. I'd very much like to > hear feedback from users about how 3.0.9 feels compared to previous > versions. > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From alesh at sportina.si Thu Feb 5 03:15:49 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 5 Feb 2004 09:15:49 +0100 Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: Message-ID: <200402050816.i158FtwX017196@ sportina.si> I installed DBIx::SearchBuilder 0.97 manually, so it's 100% there & installed. Stopped and started apache ofcourse... didn't help.. A. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Diegmueller Sent: Thursday, February 05, 2004 9:30 AM Cc: rt-devel at lists.fsck.com; rt-users at lists.fsck.com Subject: RE: [rt-users] RT 3.0.9pre4 I ran in to this as well, but after running sbin/rt-test-dependancies I ran in to this: DBIx::SearchBuilder 0.97...found I was still running 0.95, previously on 3.0.9pre2. An upgrade of this module, stop/start Apache, and I was set. Linux/Fedora Core 1 Apache 1.3.29 Mysql 4.0.17 perl 5.8.1 -j On Thu, 5 Feb 2004, [iso-8859-2] Ale? Su?nik wrote: > Upgraded, tho it obviously runs faster but got this problem when I try to > open a ticket: > > Can't locate object method "Columns" via package "RT::Attachments" at > /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. > > Ideas? > > A. > > > -----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, February 05, 2004 12:01 AM > To: rt-users at lists.fsck.com; rt-devel at lists.fsck.com > Subject: [rt-users] RT 3.0.9pre4 > > Contains several new performance improvements. I'd very much like to > hear feedback from users about how 3.0.9 feels compared to previous > versions. > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From alesh at sportina.si Thu Feb 5 03:22:52 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 5 Feb 2004 09:22:52 +0100 Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: Message-ID: <200402050823.i158MxwX017360@ sportina.si> Btw, i used DBIx-SearchBuilder from => http://download.bestpractical.com/pub/rt/devel/DBIx-SearchBuilder-0.97_01.ta r.gz Correct version? A. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. Diegmueller Sent: Thursday, February 05, 2004 9:30 AM Cc: rt-devel at lists.fsck.com; rt-users at lists.fsck.com Subject: RE: [rt-users] RT 3.0.9pre4 I ran in to this as well, but after running sbin/rt-test-dependancies I ran in to this: DBIx::SearchBuilder 0.97...found I was still running 0.95, previously on 3.0.9pre2. An upgrade of this module, stop/start Apache, and I was set. Linux/Fedora Core 1 Apache 1.3.29 Mysql 4.0.17 perl 5.8.1 -j On Thu, 5 Feb 2004, [iso-8859-2] Ale? Su?nik wrote: > Upgraded, tho it obviously runs faster but got this problem when I try to > open a ticket: > > Can't locate object method "Columns" via package "RT::Attachments" at > /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. > > Ideas? > > A. > > > -----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, February 05, 2004 12:01 AM > To: rt-users at lists.fsck.com; rt-devel at lists.fsck.com > Subject: [rt-users] RT 3.0.9pre4 > > Contains several new performance improvements. I'd very much like to > hear feedback from users about how 3.0.9 feels compared to previous > versions. > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From espenhw at empolis.no Thu Feb 5 03:52:06 2004 From: espenhw at empolis.no (Espen Wiborg) Date: Thu, 05 Feb 2004 09:52:06 +0100 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> Message-ID: Max Riz writes: > -bash-2.05b$ date; perl -we 'use lib "/opt/rt/rt-3.0.8/lib"; use RT; > RT::LoadConfig(); require RT::Handle; RT::Handle->new(); ' ; date ; > echo $? > Wed Feb 4 16:13:24 PST 2004 > Wed Feb 4 16:13:27 PST 2004 > 0 > -bash-2.05b$ > So, it goes off and does 'something' for 3 seconds, and > returns with no apparent error codes. Good. That is, in fact, what I expected it to do. What this means is that your RT installation can talk to its database. Which is good. My guess at the problem you're seeing with the web interface is that Apache (and thus mod_perl) can't read your config file. Check the permissions on RT_Config.pm and RT_SiteConfig.pm. To narrow this down further, try the following script (it should list your users, one per line): --8<-- #!/usr/bin/env perl use lib '/opt/rt/rt-3.0.8/lib'; use RT; use RT::Users; RT::LoadConfig(); RT::Init(); my $users = new RT::Users($RT::SystemUser); while (my $user = $users->Next) { print $user->Name . "\n"; } --8<-- -- Espen Wiborg Two-thirds of the world's eggplant is grown in New Jersey. From elacour at easter-eggs.com Thu Feb 5 04:28:28 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Thu, 5 Feb 2004 10:28:28 +0100 Subject: [rt-users] AutoFill CustomField from sender email when openni ng ticket In-Reply-To: <69F1436AA435D7118EE1009027B0FF3A08B77377@caemsx02.cae.ca> References: <69F1436AA435D7118EE1009027B0FF3A08B77377@caemsx02.cae.ca> Message-ID: <20040205092828.GZ3636@easter-eggs.com> On Wed, Feb 04, 2004 at 02:24:02PM -0500, Scott Hebert wrote: > Can you post your scrip to wiki.bestpractical.com? > Of course, when it will be finished ( 1 - 2 days ...). -- 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 seph at directionless.org Thu Feb 5 08:02:49 2004 From: seph at directionless.org (seph) Date: Thu, 05 Feb 2004 08:02:49 -0500 Subject: [rt-users] Re: enabling priority changes in 3.0.x? In-Reply-To: <4021F411.3030904@vivitec.com.au> (Carl Brewer's message of "Thu, 05 Feb 2004 18:43:13 +1100") References: <4021F411.3030904@vivitec.com.au> Message-ID: > I'm sure I've missed something somewhere in the doco, but my > installation of RT 3.0.8 doesn't increment priority towards > "final priority". I thought if I set priorty to 60 > and final priority to 90 that it would increase by > some arbitary amount (1?) every day towards that? Do I > need to set the due date to get that to work, or some > other value somewhere? Or run a cron job? (running on > UNIX) yes, you need a cron job. search the last month's worth of archives for stuff about the escalator. seph From sleblanc at radicalhorizon.com Thu Feb 5 08:13:59 2004 From: sleblanc at radicalhorizon.com (Stefan Leblanc) Date: Thu, 5 Feb 2004 08:13:59 -0500 Subject: [rt-users] Bug tracking Message-ID: Is anyone knows if the rt3 installation at bestpractical is realy used to track bugs in rt3 ?? I have seen a lot of tests in there... So if this is only a test installation, where could we send real bugs ?? Thanks! St?fan Leblanc Support Environnement Linux/Conception Outils Radical Horizon 1751 Richardson Street, Suite 8153 Montreal, Quebec, Canada H3K 1G6 Tel: 514.937.1757 x286 Fax: 514.937.1548 Email: sleblanc at radicalhorizon.com Web: www.radicalhorizon.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From patl at fusemail.com Thu Feb 5 08:37:55 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Thu, 05 Feb 2004 08:37:55 -0500 Subject: [rt-users] Patch: Mason Profiing under FastCGI In-Reply-To: <40212E16.8050009@acronis.ru> References: <200401281322.35494.dwarner@ctinetworks.com> <4018C0A7.4040107@acronis.ru> <200402031158.26590.dwarner@ctinetworks.com> <20040203170619.GD32355@fsck.com> <4020EE75.6000807@acronis.ru> <4021140A.8000904@acronis.ru> <20040204155808.GA16318@fsck.com> <1075915233.23223.103.camel@pc087.unigiciel.com> <40212E16.8050009@acronis.ru> Message-ID: <1075988275.23223.1343.camel@pc087.unigiciel.com> Jesse, This patch is required to do Mason profiling under FastCGI: cvs server: Diffing . Index: Web.pm =================================================================== RCS file: /var/lib/cvs/RT-3.0.8-support/lib/RT/Interface/Web.pm,v retrieving revision 1.1.1.1 diff -c -r1.1.1.1 Web.pm *** Web.pm 30 Jan 2004 13:52:53 -0000 1.1.1.1 --- Web.pm 5 Feb 2004 13:36:44 -0000 *************** *** 98,104 **** ], data_dir => "$RT::MasonDataDir", default_escape_flags => 'h', ! allow_globals => [qw(%session)] ); --- 98,105 ---- ], data_dir => "$RT::MasonDataDir", default_escape_flags => 'h', ! allow_globals => [qw(%session)], ! @_ ); It was probably just a mistake, @_ was not being passed on to the Mason handler. Patrick From seph at directionless.org Thu Feb 5 09:18:03 2004 From: seph at directionless.org (seph) Date: Thu, 05 Feb 2004 09:18:03 -0500 Subject: [rt-users] Re: Bug tracking In-Reply-To: (Stefan Leblanc's message of "Thu, 5 Feb 2004 08:13:59 -0500") References: Message-ID: > Is anyone knows if the rt3 installation at bestpractical is realy > used to track bugs in rt3 ?? yes, I'm fairly sure that is what best practical uses to track bugs. The usual way of entering bugs is to send email. seph From sleblanc at radicalhorizon.com Thu Feb 5 09:21:59 2004 From: sleblanc at radicalhorizon.com (Stefan Leblanc) Date: Thu, 5 Feb 2004 09:21:59 -0500 Subject: [rt-users] RE: Bug tracking Message-ID: would you have to mail adress to send bugs to ?? > -----Original Message----- > From: seph [mailto:seph at directionless.org] > Sent: Thursday, February 05, 2004 9:18 AM > To: Stefan Leblanc > Cc: Rt-Users (E-mail) > Subject: Re: Bug tracking > > > > Is anyone knows if the rt3 installation at bestpractical is realy > > used to track bugs in rt3 ?? > > yes, I'm fairly sure that is what best practical uses to track bugs. > > The usual way of entering bugs is to send email. > > seph > From coopermj at muohio.edu Thu Feb 5 09:58:31 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Thu, 5 Feb 2004 09:58:31 -0500 Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: <200402050823.i158MxwX017360@ sportina.si> References: <200402050823.i158MxwX017360@ sportina.si> Message-ID: Same problem here with same DBIx-SearchBuilder. modperl2/mysql setup on RH 9. rt-test-dependencies checks out in every way. perl-5.8.0. Thanks -Micah -------------------------------------------------------- Micah J. Cooper Manager, Computing Services School of Engineering & Applied Science Miami University, Oxford OH 45056 On Feb 5, 2004, at 3:22 AM, Ale? Su?nik wrote: > Btw, i used DBIx-SearchBuilder from => > http://download.bestpractical.com/pub/rt/devel/DBIx-SearchBuilder > -0.97_01.ta > r.gz > > Correct version? > > A. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason A. > Diegmueller > Sent: Thursday, February 05, 2004 9:30 AM > Cc: rt-devel at lists.fsck.com; rt-users at lists.fsck.com > Subject: RE: [rt-users] RT 3.0.9pre4 > > I ran in to this as well, but after running sbin/rt-test-dependancies > I ran > in to this: > DBIx::SearchBuilder 0.97...found > > I was still running 0.95, previously on 3.0.9pre2. > > An upgrade of this module, stop/start Apache, and I was set. > > Linux/Fedora Core 1 > Apache 1.3.29 > Mysql 4.0.17 > perl 5.8.1 > > -j > > On Thu, 5 Feb 2004, [iso-8859-2] Ale? Su?nik wrote: > >> Upgraded, tho it obviously runs faster but got this problem when I >> try to >> open a ticket: >> >> Can't locate object method "Columns" via package "RT::Attachments" at >> /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. >> >> Ideas? >> >> A. >> >> >> -----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, February 05, 2004 12:01 AM >> To: rt-users at lists.fsck.com; rt-devel at lists.fsck.com >> Subject: [rt-users] RT 3.0.9pre4 >> >> Contains several new performance improvements. I'd very much like to >> hear feedback from users about how 3.0.9 feels compared to previous >> versions. >> -- >> http://www.bestpractical.com/rt -- Trouble Ticketing. Free. >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at >> http://fsck.com/rtfm >> >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at >> http://fsck.com/rtfm >> > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3724 bytes Desc: not available URL: From fw at deneb.enyo.de Thu Feb 5 09:59:47 2004 From: fw at deneb.enyo.de (Florian Weimer) Date: Thu, 5 Feb 2004 15:59:47 +0100 Subject: [rt-users] RT::I18N::DecodeMIMEWordsToEncoding and multiline headers Message-ID: <20040205145947.GA2907@deneb.enyo.de> Headers with folding whitespace are not correctly decoded because the leading whitespace of folded lines might be removed. Our fix simply removes all line feeds from the output. Test case: Subject: =?ISO-8859-1?Q?Re=3A_=5BXXXXXX=23269=5D_=5BComment=5D_Frag?= =?ISO-8859-1?Q?e_zu_XXXXXX--xxxxxx_/_Xxxxx=FCxxxxxxxxxx?= Without the fix, the following ends up in the database, which causes SendEmail transactions to fail: Subject: Re: [XXXXXX#269] [Comment] Frag e zu XXXXXX--xxxxxx / Xxxxx?xxxxxxxxxxfw at deneb:~$ With the fix, we get: Subject: Re: [XXXXXX#269] [Comment] Frage zu XXXXXX--xxxxxx / Xxxxx?xxxxxxxxxx Index: lib/RT/I18N.pm =================================================================== --- lib/RT/I18N.pm (revision 32) +++ lib/RT/I18N.pm (revision 33) @@ -299,6 +299,10 @@ $str .= $prefix . $enc_str . $trailing; } + # We might have \n without trailing whitespace, which will result in + # invalid headers. + $str =~ s,\n,,gs; + return ($str) } This quick fix is to simplicistic; it doesn't properly unfold lines. The rules for this are rather complex and hardly anybody gets them right, and in my current state of mind, I won't try to implement them in a regexp. 8-) Another option would be to properly fold subjects consisting of multiple lines. This would fix the SendEmail crash, but given that the decoder is buggy anyway (it would introduce an improper space character after "Frag" in the example above), this approach seems less than stellar. From seph at directionless.org Thu Feb 5 10:32:31 2004 From: seph at directionless.org (seph) Date: Thu, 05 Feb 2004 10:32:31 -0500 Subject: [rt-users] Re: Bug tracking In-Reply-To: (Stefan Leblanc's message of "Thu, 5 Feb 2004 09:21:59 -0500") References: Message-ID: > would you have to mail adress to send bugs to ?? As http://rt3.fsck.com/NoAuth/Buglist.html and google say rt-bugs at fsck.com, though that should probably get updated to bestpractical.com. And you probably want to check the buglist to see if it's already there. seph From autrijus at autrijus.org Thu Feb 5 10:41:37 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 5 Feb 2004 23:41:37 +0800 Subject: [rt-users] 3.0.9pre4 and experimental SearchBuilder In-Reply-To: <200402050823.i158MxwX017360@ sportina.si> References: <200402050823.i158MxwX017360@ sportina.si> Message-ID: <20040205154137.GA12259@not.autrijus.org> On Thu, Feb 05, 2004 at 09:22:52AM +0100, Ale? Su?nik wrote: > Btw, i used DBIx-SearchBuilder from => > http://download.bestpractical.com/pub/rt/devel/DBIx-SearchBuilder-0.97_01.ta > r.gz > Correct version? I think Jesse included my ->Columns patch, which requires my experimental build of DBIx::SearchBuilder: http://p4.elixus.org/dist/DBIx-SearchBuilder-0.97_99.tar.gz Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From coopermj at muohio.edu Thu Feb 5 11:05:44 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Thu, 5 Feb 2004 11:05:44 -0500 Subject: [rt-users] 3.0.9pre4 and experimental SearchBuilder In-Reply-To: <20040205154137.GA12259@not.autrijus.org> References: <200402050823.i158MxwX017360@ sportina.si> <20040205154137.GA12259@not.autrijus.org> Message-ID: <2751BE42-57F5-11D8-BD02-000A95C49134@muohio.edu> Yep, that fixed it for me. Thanks! -Micah -------------------------------------------------------- Micah J. Cooper Manager, Computing Services School of Engineering & Applied Science Miami University, Oxford OH 45056 On Feb 5, 2004, at 10:41 AM, Autrijus Tang wrote: > On Thu, Feb 05, 2004 at 09:22:52AM +0100, Ale? Su?nik wrote: >> Btw, i used DBIx-SearchBuilder from => >> http://download.bestpractical.com/pub/rt/devel/DBIx-SearchBuilder >> -0.97_01.ta >> r.gz >> Correct version? > > I think Jesse included my ->Columns patch, which requires my > experimental build of DBIx::SearchBuilder: > > http://p4.elixus.org/dist/DBIx-SearchBuilder-0.97_99.tar.gz > > Thanks, > /Autrijus/ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3724 bytes Desc: not available URL: From mailinglist at pro-netics.com Thu Feb 5 11:19:07 2004 From: mailinglist at pro-netics.com (mailinglist at pro-netics.com) Date: Thu, 5 Feb 2004 17:19:07 +0100 Subject: [rt-users] How can I speed up RT 3.0.8? Message-ID: <200402051719.07523.mailinglist@pro-netics.com> I have some problem with RT 3.0.8. The browsing is quite ok, but when I go to insert a new ticket or to comment a ticket http suks 60% of processor time and the operation takes about 25 seconds. I'm running RT3 on a IBM Xseries 335 with 1GB Ram SCSI RAID1 DISKS - Linux SuSE 8.1 - Apache/1.3.26 (Linux/SuSE) - mod_perl/1.27 - PostgreSQL 7.2.2 Then, how can I increment mason cache? Can this help me? Thanks for your help! Dino. -- -------------------------------------------- | ?Dino Ciuffetti - Network Administrator ?| | ? ? ?+**+ ? Pro-Netics S.r.l. ?+**+ ? ? ?| -------------------------------------------- From dmd at speakeasy.org Thu Feb 5 11:33:49 2004 From: dmd at speakeasy.org (David M Dennis) Date: Thu, 5 Feb 2004 08:33:49 -0800 (PST) Subject: [rt-users] Problems executing cgi under mod_perl Message-ID: Dear RT, While trying to use cgi scripts I've written I seem to have stumbled on a whole issue, hopefully someone can point me in right direction. I have a perl cgi script that runs fine from command line. When I put the cgi in /usr/lib/cgi-bin, which is referenced by httpd.conf in the usual way, it instead of executing attempts to download the script to my browser, which isn't a mime-type issue (I don't think?) because it works that way regardless of test browser, and other servers I have run cgi fine. OK so thats not it. But what is? The apache I'm running is 1.3.29 on debian, loaded up with the list of modules RT requires. So I think that means mod_perl and a lot of others. I am currently reading that (http://www.the-labs.com/ModPerl/ModPerl_Guide/porting.html) there are whole entire books on the subject of making cgi run under mod_perl . Can someone help out with why my script won't seem to run on my server when other perl will, and when my script will run from command line? Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From J.Ritschmann at tiscon.com Thu Feb 5 11:52:27 2004 From: J.Ritschmann at tiscon.com (Joachim Ritschmann) Date: Thu, 5 Feb 2004 17:52:27 +0100 Subject: AW: [rt-users] Problems executing cgi under mod_perl Message-ID: <410A796D112A3643B11B633E8739E11C4C121F@extis.tiscon.com> Hi, what about a name based virtual host? (If you have the possibility to manage your DNS) As I hadn't had the time for messing around with mod_perl and cgi I just setup a virtual host and made CGI available there. That worked fine. ___________________________________ Ritschi =B-) Lose your dreams and you will lose your mind Rolling Stones - Ruby Tuesday > -----Urspr?ngliche Nachricht----- > Von: David M Dennis [mailto:dmd at speakeasy.org] > Gesendet: Donnerstag, 5. Februar 2004 17:34 > An: rt-users at lists.fsck.com > Betreff: [rt-users] Problems executing cgi under mod_perl > > > Dear RT, > > While trying to use cgi scripts I've written I seem to have stumbled > on a whole issue, hopefully someone can point me in right direction. > > I have a perl cgi script that runs fine from command line. > > When I put the cgi in /usr/lib/cgi-bin, which is referenced > by httpd.conf > in the usual way, it instead of executing attempts to > download the script > to my browser, which isn't a mime-type issue (I don't think?) because > it works that way regardless of test browser, and other servers I have > run cgi fine. > > OK so thats not it. But what is? The apache I'm running is 1.3.29 on > debian, loaded up with the list of modules RT requires. So I > think that > means mod_perl and a lot of others. > > I am currently reading that > (http://www.the-labs.com/ModPerl/ModPerl_Guide/porting.html) there are > whole entire books on the subject of making cgi run under mod_perl . > > Can someone help out with why my script won't seem to run on my server > when other perl will, and when my script will run from command line? > > Thanks! > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > From patl at fusemail.com Thu Feb 5 11:57:18 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Thu, 05 Feb 2004 11:57:18 -0500 Subject: AW: [rt-users] Problems executing cgi under mod_perl In-Reply-To: <410A796D112A3643B11B633E8739E11C4C121F@extis.tiscon.com> References: <410A796D112A3643B11B633E8739E11C4C121F@extis.tiscon.com> Message-ID: <1076000238.23223.1550.camel@pc087.unigiciel.com> Make sure you have something like this: ScriptAlias "/usr/lib/cgi-bin/" and this: AddHandler cgi-script .cgi somewhere in httpd.conf. Patrick On Thu, 2004-02-05 at 11:52, Joachim Ritschmann wrote: > Hi, > what about a name based virtual host? > (If you have the possibility to manage your DNS) > As I hadn't had the time for messing around with mod_perl and cgi > I just setup a virtual host and made CGI available there. > That worked fine. > ___________________________________ > Ritschi =B-) > > Lose your dreams and you will lose your mind > Rolling Stones - Ruby Tuesday > > > -----Urspr?ngliche Nachricht----- > > Von: David M Dennis [mailto:dmd at speakeasy.org] > > Gesendet: Donnerstag, 5. Februar 2004 17:34 > > An: rt-users at lists.fsck.com > > Betreff: [rt-users] Problems executing cgi under mod_perl > > > > > > Dear RT, > > > > While trying to use cgi scripts I've written I seem to have stumbled > > on a whole issue, hopefully someone can point me in right direction. > > > > I have a perl cgi script that runs fine from command line. > > > > When I put the cgi in /usr/lib/cgi-bin, which is referenced > > by httpd.conf > > in the usual way, it instead of executing attempts to > > download the script > > to my browser, which isn't a mime-type issue (I don't think?) because > > it works that way regardless of test browser, and other servers I have > > run cgi fine. > > > > OK so thats not it. But what is? The apache I'm running is 1.3.29 on > > debian, loaded up with the list of modules RT requires. So I > > think that > > means mod_perl and a lot of others. > > > > I am currently reading that > > (http://www.the-labs.com/ModPerl/ModPerl_Guide/porting.html) there are > > whole entire books on the subject of making cgi run under mod_perl . > > > > Can someone help out with why my script won't seem to run on my server > > when other perl will, and when my script will run from command line? > > > > Thanks! > > > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From patl at fusemail.com Thu Feb 5 12:27:35 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Thu, 05 Feb 2004 12:27:35 -0500 Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: <20040204230031.GI16318@fsck.com> References: <20040204230031.GI16318@fsck.com> Message-ID: <1076002055.23223.1588.camel@pc087.unigiciel.com> On Wed, 2004-02-04 at 18:00, Jesse Vincent wrote: > Contains several new performance improvements. I'd very much like to > hear feedback from users about how 3.0.9 feels compared to previous > versions. Go it set up. the HTML rendering seems a bit chopier, but it does seem faster. From jesse at bestpractical.com Thu Feb 5 12:31:20 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Feb 2004 12:31:20 -0500 Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: <1076002055.23223.1588.camel@pc087.unigiciel.com> References: <20040204230031.GI16318@fsck.com> <1076002055.23223.1588.camel@pc087.unigiciel.com> Message-ID: <20040205173120.GA19143@fsck.com> On Thu, Feb 05, 2004 at 12:27:35PM -0500, Patrick LeBoutillier wrote: > On Wed, 2004-02-04 at 18:00, Jesse Vincent wrote: > > Contains several new performance improvements. I'd very much like to > > hear feedback from users about how 3.0.9 feels compared to previous > > versions. > > Go it set up. the HTML rendering seems a bit chopier, but it does seem > faster. That's because RT no longer waits for the entire page to be built before passing it to the browser. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From seph at directionless.org Thu Feb 5 12:38:19 2004 From: seph at directionless.org (seph) Date: Thu, 05 Feb 2004 12:38:19 -0500 Subject: [rt-users] Re: Problems executing cgi under mod_perl In-Reply-To: (David M. Dennis's message of "Thu, 5 Feb 2004 08:33:49 -0800 (PST)") References: Message-ID: This sounds like a general apache or mod-perl question. It doesn't really belong on rt-users. > When I put the cgi in /usr/lib/cgi-bin, which is referenced by httpd.conf > in the usual way, it instead of executing attempts to download the script > to my browser, which isn't a mime-type issue (I don't think?) because > it works that way regardless of test browser, and other servers I have > run cgi fine. yes, nothing to do mime type. This means the server is just handing you the file, instead of executing it. look at the ExecCGI option, and the "AddHandler cgi-script" directives. > I am currently reading that > (http://www.the-labs.com/ModPerl/ModPerl_Guide/porting.html) there are > whole entire books on the subject of making cgi run under mod_perl . I'm confused about whether or not you want your cgi script to just run, or run as under mod-perl. I'd guess that you've got some settings that are telling apache to not use the cgi-script handler for .pl files, but not enough settings to make them work with mod-perl. But I'm not a mod-perl hacker. seph From jesse at bestpractical.com Thu Feb 5 12:51:42 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 5 Feb 2004 12:51:42 -0500 Subject: [rt-users] 3.0.9pre4 and experimental SearchBuilder In-Reply-To: <20040205154137.GA12259@not.autrijus.org> References: <200402050823.i158MxwX017360@sportina.si> <20040205154137.GA12259@not.autrijus.org> Message-ID: <20040205175142.GC19143@fsck.com> On Thu, Feb 05, 2004 at 11:41:37PM +0800, Autrijus Tang wrote: > On Thu, Feb 05, 2004 at 09:22:52AM +0100, Ale? Su?nik wrote: > > Btw, i used DBIx-SearchBuilder from => > > http://download.bestpractical.com/pub/rt/devel/DBIx-SearchBuilder-0.97_01.ta > > r.gz > > Correct version? > > I think Jesse included my ->Columns patch, which requires my > experimental build of DBIx::SearchBuilder: > > http://p4.elixus.org/dist/DBIx-SearchBuilder-0.97_99.tar.gz Which should be identical to SearchBuilder 0.97_02, which is on CPAN and what you should have used, alesh ;) Can you verify that that version does the right thing? Thanks, Jesse > > Thanks, > /Autrijus/ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From brian.scanlan at redbrick.dcu.ie Thu Feb 5 13:03:01 2004 From: brian.scanlan at redbrick.dcu.ie (Brian Scanlan) Date: Thu, 5 Feb 2004 18:03:01 +0000 Subject: [rt-users] Web interface: Pre-fill textbox with some text. Message-ID: <20040205180301.GA11316@carbon.redbrick.dcu.ie> Hi all, I think I'm either missing something or simply googling for the wrong terms... I want to click on "New Ticket in" with a Queue selected, then get brought to /Ticket/Create.html with the "Describe the issue below" MessageBox pre-filled with some text I've written. This is so I can use text-templates for specific Queues. Is this something that I can do with the default scrips? If so, how? I'll be happy to write up a blurb for the wiki/faq if I get a nice answer :) Cheers, Brian. From Dean.Brissinger at vexcel.com Thu Feb 5 13:21:46 2004 From: Dean.Brissinger at vexcel.com (Dean Brissinger) Date: Thu, 05 Feb 2004 11:21:46 -0700 Subject: [rt-users] Bizzare problem on MacOS X Panther (10.3) Message-ID: <1076005306.23495.282.camel@NevDull.int.vexcel.com> Hello, Hopefully someone has encountered this before. I have installed RT 3.0.4 and RT 3.0.8 on MacOS Panther trying to get it to work with modperl1. I have all the Perl modules required installed. I also have all the modperl stuff working. I setup a virtual host and can load the RT Login page. Here's the problem: When entering ANYTHING in the login page Apache logs an error and nothing happens. Here is what shows up in both access/error logs: 192.168.4.171 - - [05/Feb/2004:10:14:56 -0700] "GET / HTTP/1.1" 200 2135 192.168.4.171 - - [05/Feb/2004:10:14:56 -0700] "GET /NoAuth/images//favicon.png HTTP/1.1" 200 335 192.168.4.171 - - [05/Feb/2004:10:14:57 -0700] "GET /NoAuth/webrt.css HTTP/1.1" 200 6945 192.168.4.171 - - [05/Feb/2004:10:15:02 -0700] "POST /index.html HTTP/1.1" 200 2135 192.168.4.171 - - [05/Feb/2004:10:15:02 -0700] "GET /NoAuth/images//favicon.png HTTP/1.1" 200 335 192.168.4.171 - - [05/Feb/2004:10:15:02 -0700] "user=root&pass=passwordGET /NoAuth/webrt.css HTTP/1.1" 200 6945 If you note the line that reads "user=root&pass=passwordGET" this is a corrupt request for the web server so it stops processing. As far as I can tell, there isn't anything in RT itself that should cause this problem. Does anyone have any suggestions on how I can troubleshoot/fix this problem? Dean J. Brissinger Senior Systems Administrator 303-583-0278 (direct) 303-583-0200 (main) 303-583-0246 (fax) Dean.Brissinger at vexcel.com www.vexcel.com 1690 38th Street Boulder, CO 80301 USA -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: vexcellogo.jpg Type: image/jpeg Size: 1579 bytes Desc: not available URL: From andy at petdance.com Thu Feb 5 13:22:42 2004 From: andy at petdance.com (Andy Lester) Date: Thu, 5 Feb 2004 12:22:42 -0600 Subject: [rt-users] RT 3.0.9pre4 In-Reply-To: <200402050823.i158MxwX017360@sportina.si> References: <200402050823.i158MxwX017360@ sportina.si> Message-ID: <20040205182242.GB24040@petdance.com> Well, it certainly looks faster, since you don't have to wait for the whole page. OTOH, my users are not fooled. :-) xoa -- Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance From seph at directionless.org Thu Feb 5 13:36:00 2004 From: seph at directionless.org (seph) Date: Thu, 05 Feb 2004 13:36:00 -0500 Subject: [rt-users] Re: Web interface: Pre-fill textbox with some text. In-Reply-To: <20040205180301.GA11316@carbon.redbrick.dcu.ie> (Brian Scanlan's message of "Thu, 5 Feb 2004 18:03:01 +0000") References: <20040205180301.GA11316@carbon.redbrick.dcu.ie> Message-ID: > I want to click on "New Ticket in" with a Queue selected, then get > brought to /Ticket/Create.html with the "Describe the issue below" > MessageBox pre-filled with some text I've written. > > Is this something that I can do with the default scrips? > If so, how? I don't think you can do this with the scrips. scrips are run after actions are taken, and you want the form to come pre-filled out. That's before any actions... I expect you could do this by modifying the html form (really, your local copy) to include default values. You could also have them pull those default values from the db, but I don't think there's anything in place already to do it for you. seph From jritchie at bible.edu Thu Feb 5 14:50:53 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Thu, 5 Feb 2004 14:50:53 -0500 Subject: [rt-users] AD/NT Domains Message-ID: <20040205145053.006c3867.jritchie@bible.edu> Can I pull users from an NT/AD Domain for use with Request Tracker? Is there directions somewhere? Thanks, JSR/ From chris.ridd at isode.com Thu Feb 5 14:46:43 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Thu, 05 Feb 2004 19:46:43 +0000 Subject: [rt-users] Bizzare problem on MacOS X Panther (10.3) In-Reply-To: <1076005306.23495.282.camel@NevDull.int.vexcel.com> Message-ID: On 5/2/04 6:21 pm, Dean Brissinger wrote: > Hello, > > Hopefully someone has encountered this before. I have installed RT > 3.0.4 and RT 3.0.8 on MacOS Panther trying to get it to work with > modperl1. I have all the Perl modules required installed. I also have > all the modperl stuff working. I setup a virtual host and can load the > RT Login page. > > Here's the problem: When entering ANYTHING in the login page Apache > logs an error and nothing happens. Here is what shows up in both > access/error logs: > > 192.168.4.171 - - [05/Feb/2004:10:14:56 -0700] "GET / HTTP/1.1" 200 > 2135 > 192.168.4.171 - - [05/Feb/2004:10:14:56 -0700] "GET > /NoAuth/images//favicon.png HTTP/1.1" 200 335 > 192.168.4.171 - - [05/Feb/2004:10:14:57 -0700] "GET /NoAuth/webrt.css > HTTP/1.1" 200 6945 > 192.168.4.171 - - [05/Feb/2004:10:15:02 -0700] "POST /index.html > HTTP/1.1" 200 2135 > 192.168.4.171 - - [05/Feb/2004:10:15:02 -0700] "GET > /NoAuth/images//favicon.png HTTP/1.1" 200 335 > 192.168.4.171 - - [05/Feb/2004:10:15:02 -0700] > "user=root&pass=passwordGET /NoAuth/webrt.css HTTP/1.1" 200 6945 > > > If you note the line that reads "user=root&pass=passwordGET" this is a > corrupt request for the web server so it stops processing. As far as I > can tell, there isn't anything in RT itself that should cause this > problem. > > Does anyone have any suggestions on how I can troubleshoot/fix this > problem? Check the actual bytes in that log line - maybe there are some control characters in there which make it look corrupt. The 'od' program will show you any control characters in a file. (There are a million different ways to check this, so use whatever you're comfortable with ;-) The web server's responding to that request with 6945 bytes of something and "OK" (ie HTTP code 200); are you saying that it stops responding to all future requests? Another thing to look at is if mod_perl is compiled into the server, or just a loadable module. There are various dire warnings about using a loadable mod_perl in the RT docs :-( Cheers, Chris From bill at daze.net Thu Feb 5 15:09:50 2004 From: bill at daze.net (bill at daze.net) Date: Thu, 5 Feb 2004 12:09:50 -0800 (PST) Subject: [rt-users] Tracking vendor requests In-Reply-To: <20040205081625.3704411C66@pallas.eruditorum.org> References: <20040205081625.3704411C66@pallas.eruditorum.org> Message-ID: <20040205120509.X43676@droid.daze.net> In addition to tracking requests from our customers, we use RT to track external vendor requests by doing the following: 1) Create a new ticket in RT setting the requestor to the vendor's e-mail address. Set Subject, Status=stalled and Owner. Press the Create button. 2) Reply to the request filling in the actual message to the vendor. Submit the reply. When the vendor responds, the ticket is opened with their reply automatically appended. It would be really cool if we could do this all in one step, i.e. create the request and send the response. Any ideas on how to tackle it? Regards, Bill Using RT 3.0.4 (soon to upgrade to 3.0.8 or 3.0.9) on FreeBSD 4.x/Apache 1.x/mod_perl From alesh at sportina.si Thu Feb 5 15:16:43 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 5 Feb 2004 21:16:43 +0100 Subject: [rt-users] 3.0.9pre4 and experimental SearchBuilder In-Reply-To: <20040205175142.GC19143@fsck.com> Message-ID: <200402052017.i15KGmwX028676@ sportina.si> Yep, this fixed the problem! Why didn't I find 0_97_02 in the first place? Because I searched cpan.org via web by listing all modules, insted of doing a search, which btw, doesn't display 97_02 as latest, but 96, clicking on author it displays the latest version... oops :-) my mistake I guess, but then again it was early in the morning :-) Thanks for the help! A. -----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, February 05, 2004 6:52 PM To: Autrijus Tang; rt-users at lists.fsck.com Subject: Re: [rt-users] 3.0.9pre4 and experimental SearchBuilder On Thu, Feb 05, 2004 at 11:41:37PM +0800, Autrijus Tang wrote: > On Thu, Feb 05, 2004 at 09:22:52AM +0100, Ale? Su?nik wrote: > > Btw, i used DBIx-SearchBuilder from => > > http://download.bestpractical.com/pub/rt/devel/DBIx-SearchBuilder-0.97_01.ta > > r.gz > > Correct version? > > I think Jesse included my ->Columns patch, which requires my > experimental build of DBIx::SearchBuilder: > > http://p4.elixus.org/dist/DBIx-SearchBuilder-0.97_99.tar.gz Which should be identical to SearchBuilder 0.97_02, which is on CPAN and what you should have used, alesh ;) Can you verify that that version does the right thing? Thanks, Jesse > > Thanks, > /Autrijus/ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From seph at directionless.org Thu Feb 5 15:17:19 2004 From: seph at directionless.org (seph) Date: Thu, 05 Feb 2004 15:17:19 -0500 Subject: [rt-users] Re: AD/NT Domains In-Reply-To: <20040205145053.006c3867.jritchie@bible.edu> (Josiah Ritchie's message of "Thu, 5 Feb 2004 14:50:53 -0500") References: <20040205145053.006c3867.jritchie@bible.edu> Message-ID: > Can I pull users from an NT/AD Domain for use with Request Tracker? Is there > directions somewhere? You can write something that will do it. Either as needed, or in bulk. Check the mailing list archives, paying special attention to things about ldap. seph From rick.rezinas at qsent.com Thu Feb 5 15:27:53 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Thu, 5 Feb 2004 12:27:53 -0800 Subject: [rt-users] AD/NT Domains In-Reply-To: <20040205145053.006c3867.jritchie@bible.edu> References: <20040205145053.006c3867.jritchie@bible.edu> Message-ID: <20040205202753.GK12651@yeti.qsent.com> I authenticate RT off of an NT domain. Check out Apache::AuthenSmb. You'll still be using RT's external auth option, so you just need to link up apache. On Thu, 05 Feb 2004, Josiah Ritchie wrote: > Can I pull users from an NT/AD Domain for use with Request Tracker? Is there > directions somewhere? > > Thanks, > JSR/ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From khera at kcilink.com Thu Feb 5 15:30:11 2004 From: khera at kcilink.com (Vivek Khera) Date: Thu, 5 Feb 2004 15:30:11 -0500 Subject: [rt-users] 3.0.9pre4 and experimental SearchBuilder In-Reply-To: <200402052017.i15KGmwX028676@ sportina.si> References: <200402052017.i15KGmwX028676@ sportina.si> Message-ID: <18CDBEE1-581A-11D8-914A-000A9578CFCC@kcilink.com> On Feb 5, 2004, at 3:16 PM, Ale? Su?nik wrote: > Why didn't I find 0_97_02 in the first place? Because I searched > cpan.org > via web by listing all modules, insted of doing a search, which btw, > doesn't > because versions with underscores in them don't show up with normal CPAN tools. From jritchie at bible.edu Thu Feb 5 16:24:42 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Thu, 5 Feb 2004 16:24:42 -0500 Subject: [rt-users] AD/NT Domains In-Reply-To: <20040205202753.GK12651@yeti.qsent.com> References: <20040205145053.006c3867.jritchie@bible.edu> <20040205202753.GK12651@yeti.qsent.com> Message-ID: <20040205162442.28586362.jritchie@bible.edu> Rick Rezinas scripted :: >I authenticate RT off of an NT domain. Check out Apache::AuthenSmb. >You'll still be using RT's external auth option, so you just need to >link up apache. That looks like an excellent option. I'll go find it. Thanks, JSR/ From shimi at shimi.net Thu Feb 5 16:26:49 2004 From: shimi at shimi.net (shimi) Date: Thu, 5 Feb 2004 23:26:49 +0200 (IST) Subject: [rt-users] AD/NT Domains In-Reply-To: <20040205145053.006c3867.jritchie@bible.edu> Message-ID: Running a google search for the following string: "RT"+"LDAP" yielded the following as the first result: http://lists.fsck.com/pipermail/rt-users/2002-May/008527.html HTH On Thu, 5 Feb 2004, Josiah Ritchie wrote: > Can I pull users from an NT/AD Domain for use with Request Tracker? Is there > directions somewhere? > > Thanks, > JSR/ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Best regards, Shimi ---- "Outlook is a massive flaming horrid blatant security violation, which also happens to be a mail reader." -=The best way to accelerate a Windows machine is at 9.81 m/s^2=- "Windows is a 32-bit port of a 16-bit GUI for an 8-bit OS on a 4-bit CPU made by a 2-bit company that can't stand 1 bit of competition." From m.husband at leadup.com.au Thu Feb 5 16:42:58 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Fri, 6 Feb 2004 07:42:58 +1000 Subject: [rt-users] Re: enabling priority changes in 3.0.x? In-Reply-To: Message-ID: <002801c3ec31$062cd560$8f90a8c0@internal.leadup.com.au> Better than searching the archives (can be painful and tedious) see : http://wiki.bestpractical.com/cgi-bin/index.cgi?HomePage > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of seph > Sent: Thursday, 5 February 2004 11:03 PM > To: Carl Brewer > Cc: rt-users at lists.bestpractical.com > Subject: [rt-users] Re: enabling priority changes in 3.0.x? > > > > I'm sure I've missed something somewhere in the doco, but my > > installation of RT 3.0.8 doesn't increment priority towards > > "final priority". I thought if I set priorty to 60 > > and final priority to 90 that it would increase by > > some arbitary amount (1?) every day towards that? Do I > > need to set the due date to get that to work, or some > > other value somewhere? Or run a cron job? (running on > > UNIX) > > yes, you need a cron job. search the last month's worth of archives > for stuff about the escalator. > > seph From dwarner at ctinetworks.com Thu Feb 5 16:54:47 2004 From: dwarner at ctinetworks.com (Douglas E. Warner) Date: Thu, 5 Feb 2004 16:54:47 -0500 Subject: [rt-users] httpd speed on rt3 In-Reply-To: <20040204214744.GH16318@fsck.com> References: <4021140A.8000904@acronis.ru> <20040204214744.GH16318@fsck.com> Message-ID: <200402051654.49545.dwarner@ctinetworks.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wednesday 04 February 2004 16:47, Jesse Vincent wrote: > Ok. Autrijus patches are in SearchBuilder 0.97_02 and RT 3.0.9pre3, both > of which are available from the usual places. The performance > improvements seem to be inline with your versions, though the > architecture makes it a little easier to "hint" things down the road > here. I'm seeing a 30% improvement on load times for long tickets, > which is good, but not the magic bullet I'd hoped for. > Initially, it seems you're right. My very basic timing (counting) using RT 3.0.9pre4 + SB 0.97_99 while loading the ticket seems to be about 4 seconds faster (14 seconds vs 18). Unfortunately, I'm having problems getting MasonX::Profiler to work with these new versions; do you know if anything would have changed in DBIx::SB that might affect this? My reboot 'solution' didn't work this time, either. > One change that could make a BIG difference in perceived speed > is turning on mason's autoflushing and restructuring the html to be > friendlier to progressive rendering. It's something we're looking at, > but initial experiments weren't as "magic" as I'd hoped. I was curious as to whether Mason auto-flushed or not (similar to PHP); I guess that answers that. Some observations: the first part of the page loads very fast (up to and including the 'History' bar), then hangs while the history is being formatted, it seems. I think this will help people wait around, especially for the shorter tickets, though. Of course, this is using Mozilla as a browser; I don't think IE will render un-terminated table's progressively, though. - -Doug - -- Douglas E. Warner Network Engineer CTI/PAdotNET http://ctinetworks.com +1 717 975 9000 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (GNU/Linux) iD8DBQFAIrunJV36su0A0xIRAvqFAKDTDNA16fDlfpwpwxdwMGTj7C5zggCeOdTR /2vE5Na7N7fa+QFzNSF4IuQ= =/ufI -----END PGP SIGNATURE----- From fw at deneb.enyo.de Thu Feb 5 17:09:43 2004 From: fw at deneb.enyo.de (Florian Weimer) Date: Thu, 5 Feb 2004 23:09:43 +0100 Subject: [rt-users] Tracking vendor requests In-Reply-To: <20040205120509.X43676@droid.daze.net> References: <20040205081625.3704411C66@pallas.eruditorum.org> <20040205120509.X43676@droid.daze.net> Message-ID: <20040205220943.GA15679@deneb.enyo.de> bill at daze.net wrote: > It would be really cool if we could do this all in one step, i.e. create > the request and send the response. Any ideas on how to tackle it? Use the AnyTransactionSource Scrip Condition to differentiate betweeen externally crated tickets (send autoreply) and internally created ones (send correspondence). Works like a charm, and users *love* it (in particular if you use it to fix the default correspondence breakage as well 8-). From max at ebrary.com Thu Feb 5 17:41:54 2004 From: max at ebrary.com (Max Riz) Date: Thu, 05 Feb 2004 14:41:54 -0800 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> Message-ID: <4022C6B2.50602@ebrary.com> Espen Wiborg wrote: > Max Riz writes: >>So, it goes off and does 'something' for 3 seconds, and >>returns with no apparent error codes. > > > Good. That is, in fact, what I expected it to do. What this means is > that your RT installation can talk to its database. Which is good. Indeed it is. And it means that 'something' works. > My guess at the problem you're seeing with the web interface is that > Apache (and thus mod_perl) can't read your config file. Check the > permissions on RT_Config.pm and RT_SiteConfig.pm. [max at dvht max]$ ls -al /opt/rt/ total 40 drwxrwxr-x 6 rt rt 4096 Feb 5 15:09 . drwxr-xr-x 3 root root 4096 Jan 27 00:42 .. -rw------- 1 rt rt 5404 Feb 3 15:22 .bash_history -rw-rw---- 1 rt rt 43 Jan 27 00:43 .bash_profile -rw-rw---- 1 rt rt 41 Jan 28 15:23 .bashrc drwxrwx--- 6 rt rt 4096 Feb 2 13:50 .cpan -rw-r--r-- 1 rt rt 0 Feb 5 15:09 Name drwxrwx--- 3 rt rt 4096 Jan 27 01:17 lib drwxr-xr-x 9 root root 4096 Jan 27 02:35 rt-3.0.8 drwxrwx--- 3 rt rt 4096 Jan 27 00:48 src [max at dvht max]$ ls -al /opt/rt/rt-3.0.8/ total 36 drwxr-xr-x 9 root root 4096 Jan 27 02:35 . drwxrwxr-x 6 rt rt 4096 Feb 5 15:09 .. drwxr-xr-x 2 root root 4096 Jan 27 02:35 bin drwxr-xr-x 2 root rt 4096 Jan 27 02:35 etc drwxr-xr-x 4 root bin 4096 Jan 27 02:35 lib drwxr-xr-x 5 root root 4096 Jan 27 02:35 local drwxr-xr-x 2 root root 4096 Jan 27 02:35 sbin drwxr-xr-x 4 root root 4096 Jan 27 02:35 share drwxr-xr-x 5 root root 4096 Jan 27 02:35 var [max at dvht max]$ ls -al /opt/rt/rt-3.0.8/etc/ total 124 drwxr-xr-x 2 root rt 4096 Jan 27 02:35 . drwxr-xr-x 9 root root 4096 Jan 27 02:35 .. -r-xr-xr-- 1 root rt 12183 Jan 27 02:36 RT_Config.pm -r-xr-xr-- 1 root rt 3 Jan 27 02:35 RT_SiteConfig.pm -r-x------ 1 root rt 68 Jan 2 13:23 acl.Informix -r-x------ 1 root rt 240 Jan 2 13:23 acl.Oracle -r-x------ 1 root rt 1396 Jan 2 13:23 acl.Pg -r-xr--r-- 1 root rt 310 Jan 2 13:23 acl.mysql -r-xr--r-- 1 root rt 20462 Jan 2 13:23 initialdata -r-x------ 1 root rt 9952 Jan 2 13:23 schema.Informix -r-x------ 1 root rt 9874 Jan 2 13:23 schema.Oracle -r-x------ 1 root rt 12436 Jan 2 13:23 schema.Pg -r-x------ 1 root rt 9055 Jan 2 13:23 schema.SQLite -r-xr--r-- 1 root rt 11942 Jan 2 13:23 schema.mysql So it looks like it's all world readable. > To narrow this down further, try the following script (it should list > your users, one per line): > > --8<-- > #!/usr/bin/env perl > use lib '/opt/rt/rt-3.0.8/lib'; > > use RT; > use RT::Users; > > RT::LoadConfig(); > RT::Init(); > > my $users = new RT::Users($RT::SystemUser); > while (my $user = $users->Next) { > print $user->Name . "\n"; > } > --8<-- Works great and lists users w/o problems. Cute problem, no? Thanks! -- -max; From espenhw at empolis.no Fri Feb 6 03:42:59 2004 From: espenhw at empolis.no (Espen Wiborg) Date: Fri, 06 Feb 2004 09:42:59 +0100 Subject: [rt-users] Post Installation problems -- 'Can't localte object method "new" via package "RT::Handle"... Why? In-Reply-To: <4022C6B2.50602@ebrary.com> (Max Riz's message of "Thu, 05 Feb 2004 14:41:54 -0800") References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> Message-ID: Max Riz writes: <-snip permissions list-> > So it looks like it's all world readable. Yup. >> To narrow this down further, try the following script (it should list >> your users, one per line): >> --8<-- <-snip-> >> --8<-- > Works great and lists users w/o problems. > Cute problem, no? Very. However, I notice from your initial message that you're running RedHat 8 with Apache 2, mod_perl2 and MySQL 3.23. That's two strikes on the "not recommended" list. :) Fresh guess: A problem with the particular version of mod_perl2 supplied with RedHat 8. And according to earlier messages on the rt-users list, this is the case (see for instance the thread starting at http://lists.fsck.com/pipermail/rt-users/2002-October/010297.html). -- Espen Wiborg The average person falls asleep in seven minutes. From bill at daze.net Fri Feb 6 04:36:12 2004 From: bill at daze.net (Bill Gerrard) Date: Fri, 6 Feb 2004 01:36:12 -0800 Subject: [rt-users] Tracking vendor requests In-Reply-To: <20040205220943.GA15679@deneb.enyo.de> Message-ID: > > It would be really cool if we could do this all in one step, i.e. create > > the request and send the response. Any ideas on how to tackle it? > > Use the AnyTransactionSource Scrip Condition to differentiate betweeen > externally crated tickets (send autoreply) and internally created ones > (send correspondence). Works like a charm, and users *love* it (in > particular if you use it to fix the default correspondence breakage as > well 8-). Thanks. Now I just need to find some time to think about this and figure out exactly what I need to do to use it (where to install, etc.). If I get stuck, you will hear from me. P.S. I found your post from Jan 2003 on the subject and now know what you mean by the default correspondence breakage. It's quite insteresting that we just encountered that problem four days ago for what I think was the first time and we've been running RT3 since 3.0.0 came out. It will be cool to fix it too with this change. It would be nice to see AnyTransactionSource included in the official release of RT. From danie.marais at attix5.com Fri Feb 6 04:36:57 2004 From: danie.marais at attix5.com (Danie Marais) Date: Fri, 6 Feb 2004 11:36:57 +0200 Subject: [rt-users] Attachments > 1MB creates multiple tickets References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru><401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru><40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> Message-ID: <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> Hi, Whenever someone sends a mail to RT which contains an attachment larger than 1MB it creates 10 tickets (or 10 entries on the current ticket). What seems to happen is that the mail from sendmail goes into RT successfully but for some reason sendmail thinks it has failed and then sends it again (for a total of 10 times). When I look in the sendmail queue the error message is EX_TEMPFAIL. Feb 6 11:09:06 xxx sendmail[24610]: i16711t6023958: to="|/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://localhost/", ctladdr=rt at xxx.xxx.xxx (8/0), de lay=02:08:04, xdelay=00:03:01, mailer=prog, pri=1822920, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL RT settings regarding attachments are: Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , undef); Set($DropLongAttachments , undef); Any ideas? (RH9, RT3.0.8, Perl 5.8.1, http-2.0.47) Thanks Danie Marais From carl at host4africa.com Fri Feb 6 08:27:56 2004 From: carl at host4africa.com (Carl Swart) Date: Fri, 6 Feb 2004 15:27:56 +0200 Subject: [rt-users] Custom Autoreply Failure. Message-ID: <015f01c3ecb5$0d008740$6601a8c0@MATRIX> Hi All, I developed the SelectedAutoreply feature below: Condition: User Defined Custom condition: use RT::CurrentUser; my $User = new RT::CurrentUser(); $User->Load($self->TicketObj->Creator); if (($self->TransactionObj->Type eq "Create") and (($self->TicketObj->Subject =~ /application for/i) or ($User->Name =~ /sales\@host4africa.com/i))) { return(0); } else { return(1); } Action: Autoreply To Requestors Custom action preparation code: Custom action cleanup code: Stage: TransactionCreate Template: Sales - AutoReply When I send an email to this queue, it responds as one would expect. Expected behavior: ------------------ - Do not send a reply if the Ticket->Type is Create and Ticket->Subject: contains 'application for' - Do not send a reply if the Ticket->Type is Create and Ticket the ticket originates from the ticket address (sales at host4africa.com). Unexpected behavior: -------------------- - When I reply to a ticket and mark it to be a comment, it sends 3 AutoReplies to the requestor. Could someone possibly explain to me why, this happens, so that I may rectify the problem. Thank you all kindly. Regards, -Carl From patl at fusemail.com Fri Feb 6 08:43:45 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Fri, 06 Feb 2004 08:43:45 -0500 Subject: [rt-users] Attachments > 1MB creates multiple tickets In-Reply-To: <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> Message-ID: <1076075025.23223.2821.camel@pc087.unigiciel.com> If you are on MySQL, check for this setting in /etc/my.cnf: max_allowed_packet = 1M This will cause an error when trying to insert stuff larger than 1M. Patrick On Fri, 2004-02-06 at 04:36, Danie Marais wrote: > Hi, > > Whenever someone sends a mail to RT which contains an attachment larger than > 1MB it creates 10 tickets (or 10 entries on the current ticket). > > What seems to happen is that the mail from sendmail goes into RT > successfully but for some reason sendmail thinks it has failed and then > sends it again (for a total of 10 times). When I look in the sendmail queue > the error message is EX_TEMPFAIL. > > Feb 6 11:09:06 xxx sendmail[24610]: i16711t6023958: > to="|/opt/rt3/bin/rt-mailgate --queue > support --action correspond --url http://localhost/", ctladdr=rt at xxx.xxx.xxx > (8/0), de > lay=02:08:04, xdelay=00:03:01, mailer=prog, pri=1822920, dsn=4.0.0, > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > RT settings regarding attachments are: > > Set($MaxAttachmentSize , 10000000); > Set($TruncateLongAttachments , undef); > Set($DropLongAttachments , undef); > > Any ideas? > > (RH9, RT3.0.8, Perl 5.8.1, http-2.0.47) > > Thanks > Danie Marais > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From danie.marais at attix5.com Fri Feb 6 10:48:09 2004 From: danie.marais at attix5.com (Danie Marais) Date: Fri, 6 Feb 2004 17:48:09 +0200 Subject: [rt-users] Attachments > 1MB creates multiple tickets References: <401A60A6.7020108@ebrary.com> <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> <1076075025.23223.2821.camel@pc087.unigiciel.com> Message-ID: <12a801c3ecc8$9f3e7230$0a14a8c0@danielaptop> Patrick, I found this in /etc/my.cnf: [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock set-variable=max_allowed_packet=10M Does that look right? Is there a command in mysql that I can use to check the value of that when mysqld is running? (running mysql-3.23.58-1.9) Thanks Danie ----- Original Message ----- From: "Patrick LeBoutillier" To: "Danie Marais" Cc: Sent: Friday, February 06, 2004 3:43 PM Subject: Re: [rt-users] Attachments > 1MB creates multiple tickets > If you are on MySQL, check for this setting in /etc/my.cnf: > > max_allowed_packet = 1M > > This will cause an error when trying to insert stuff larger than 1M. > > Patrick > > On Fri, 2004-02-06 at 04:36, Danie Marais wrote: > > Hi, > > > > Whenever someone sends a mail to RT which contains an attachment larger than > > 1MB it creates 10 tickets (or 10 entries on the current ticket). > > > > What seems to happen is that the mail from sendmail goes into RT > > successfully but for some reason sendmail thinks it has failed and then > > sends it again (for a total of 10 times). When I look in the sendmail queue > > the error message is EX_TEMPFAIL. > > > > Feb 6 11:09:06 xxx sendmail[24610]: i16711t6023958: > > to="|/opt/rt3/bin/rt-mailgate --queue > > support --action correspond --url http://localhost/", ctladdr=rt at xxx.xxx.xxx > > (8/0), de > > lay=02:08:04, xdelay=00:03:01, mailer=prog, pri=1822920, dsn=4.0.0, > > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > > > RT settings regarding attachments are: > > > > Set($MaxAttachmentSize , 10000000); > > Set($TruncateLongAttachments , undef); > > Set($DropLongAttachments , undef); > > > > Any ideas? > > > > (RH9, RT3.0.8, Perl 5.8.1, http-2.0.47) > > > > Thanks > > Danie Marais > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Witold_Koziel at kaplan.com Fri Feb 6 11:23:47 2004 From: Witold_Koziel at kaplan.com (Witold Koziel) Date: Fri, 6 Feb 2004 11:23:47 -0500 Subject: [rt-users] RTFM Tab in RT3 Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2F015FD371@888mail1.kaplaninc.com> I have not received any response to my previous post. In our environment we have a group of "privileged" customers (have access to their own queues only). We would like to add RTFM as an internal resource for our technical staff, making RTFM tab available based on users rights, group membership etc, Any information you could provide will be appreciated. Thanks, Witold Koziel From ah30 at harrisonfamily.com Fri Feb 6 12:13:26 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Fri, 6 Feb 2004 12:13:26 -0500 Subject: [rt-users] Customizing Templates Message-ID: <20040206121326.15bea8e6@andy> I'd like to create an On Resolve scrip that uses something like this for its Template: 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()} ------------------------------------------------------------------------- {$Transaction->Content()} However, $Transaction->Content() is always empty at this point in the process and the closing comments are sent in a separate e-mail as a comment. Is there a way to make it so that the comment entered while resolving the ticket is displayed here? -- Andy Harrison (full headers for details) From m-liebman at northwestern.edu Fri Feb 6 12:17:59 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 6 Feb 2004 12:17:59 -0500 Subject: [rt-users] Attachments > 1MB creates multiple tickets In-Reply-To: <12a801c3ecc8$9f3e7230$0a14a8c0@danielaptop> References: <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> <1076075025.23223.2821.camel@pc087.unigiciel.com> <12a801c3ecc8$9f3e7230$0a14a8c0@danielaptop> Message-ID: <20040206171759.GA6251@SDF.LONESTAR.ORG> On Fri, Feb 06, 2004 at 05:48:09PM +0200, Danie Marais wrote: > Does that look right? Is there a command in mysql that I can use to check > the value of that when mysqld is running? (running mysql-3.23.58-1.9) It is possible that your MySQL version is the problem. The 4.0.x releases are strongly recommended for working with RT. Redhat doesn't have its own versions of 4.0 but you can grab rpms directly from http://www.mysql.com/. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From mikep at uclink.berkeley.edu Fri Feb 6 12:42:39 2004 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Fri, 06 Feb 2004 09:42:39 -0800 Subject: [rt-users] Custom Scrip Condition: Add new owner to AdminCc? Message-ID: <4023D20F.1010609@uclink.berkeley.edu> RT Community, When a ticket gets assigned to someone in one of my queues, I'd like them to automatically become an AdminCc Watcher. Currently we can email them now that they are now an owner: "On Owner Change - Notify Owner - with template Admin Correspondence" But I'd also like them to "On Owner Change - User Defined: add owner to AdminCc " Tips on making the "User Defined" portion work are greatly appreciated. Bonus points for taking out old owner if listed as AdminCc for that ticket. Thanks, Mike (Using RT 3.0.7) From jeff at voskamp.ca Fri Feb 6 13:37:32 2004 From: jeff at voskamp.ca (Jeff Voskamp) Date: Fri, 6 Feb 2004 13:37:32 -0500 Subject: [rt-users] Tracking not just time, but money. Message-ID: <20040206183732.GA25112@thor.voskamp.ca> Has anyone done any work on adding Expense tracking to RT3 in a manner similar to the time tracking that's already done? While I'm becoming familiar with RT's internal there's no use in re-creating the wheel. Jeff Voskamp From dmd at speakeasy.org Fri Feb 6 14:04:32 2004 From: dmd at speakeasy.org (David M Dennis) Date: Fri, 6 Feb 2004 11:04:32 -0800 (PST) Subject: [rt-users] StockAnswers dropdown format Message-ID: Dear List, When working with StockAnswers (v 0.2, but 1.0pre3 has the same code) I have been unable to get the drop-down style to work. And with the pop-up style, i can get to my content StockAnswers, but no pop-up occurs, I must click the link. When testing with the popup version I can click on the link created by [<& /Ticket/StockAnswersLink, Queue => $Ticket->QueueObj->Name, Text=>"Stock Answers" &>] which links my content in a new window, but the window won't auto-pop, which I thought it was going to do. And when working with the drop-down style that this line created: <& /Ticket/Elements/ShowStockAnswers, Queue => $Ticket->QueueObj->Name &> also in Update.html, I get a 1-element drop-down window in which says "Stock answers..." (from Elements/ShowStockAnswers) but there is nothing under this, and I've been unable to get a window to pop, or for my StockAnswers content (in templates/global) to show up in the drop-down list. Anyone have the time to help me out with potential ideas, I am obviously not javascript/html literate enough to solve, though I might get lucky eventually. In the archives or wiki this hasn't been covered, at least from hours of checking/reading. I might have missed, but not for lack of trying. Thanks much for your patience, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From garak at bol.com.br Fri Feb 6 14:36:38 2004 From: garak at bol.com.br (Garak) Date: Fri, 06 Feb 2004 17:36:38 -0200 Subject: [rt-users] Adding Users by Command Line Message-ID: <20040206173546.990F.GARAK@bol.com.br> Hi guys! I need a help...... I'm using RT3 and I need add users using the command line. How can I do this? Thanks! -- Garak From kpietri at nvps.net Fri Feb 6 15:01:00 2004 From: kpietri at nvps.net (Karl Pietri) Date: Fri, 6 Feb 2004 15:01:00 -0500 Subject: [rt-users] Adding Users by Command Line References: <20040206173546.990F.GARAK@bol.com.br> Message-ID: <050701c3eceb$f204dae0$0202010a@hslantech> Huzza i just did this on mine. /usr/local/bin/rt/bin/rt create -t user set name=bob password=bobspass emailaddress=bob at company.com note that the path is different by default. it wont create if a user with that name exists, the password is too short, or if a user with that password exists hope that helps -Karl Pietri ----- Original Message ----- From: "Garak" To: Sent: Friday, February 06, 2004 2:36 PM Subject: [rt-users] Adding Users by Command Line > > Hi guys! > > I need a help...... > > I'm using RT3 and I need add users using the command line. > > How can I do this? > > Thanks! > -- > Garak > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From kpietri at nvps.net Fri Feb 6 15:10:12 2004 From: kpietri at nvps.net (Karl Pietri) Date: Fri, 6 Feb 2004 15:10:12 -0500 Subject: [rt-users] Adding Users by Command Line References: <20040206173546.990F.GARAK@bol.com.br> <050701c3eceb$f204dae0$0202010a@hslantech> Message-ID: <051301c3eced$3adf1a90$0202010a@hslantech> *sigh* correction > it wont create if a user with that name exists, the password is too short, > or if a user with that password exists should be > it wont create if a user with that name exists, the password is too short, > or if a user with that email exists if you need any help with it i made a nifty php script that imported and keeps my users in rt synched with my users/pass in another db -Karl Pietri ----- Original Message ----- From: "Karl Pietri" To: Sent: Friday, February 06, 2004 3:01 PM Subject: Re: [rt-users] Adding Users by Command Line > Huzza i just did this on mine. > > /usr/local/bin/rt/bin/rt create -t user set name=bob password=bobspass > emailaddress=bob at company.com > > note that the path is different by default. > it wont create if a user with that name exists, the password is too short, > or if a user with that password exists > > hope that helps > > -Karl Pietri > > ----- Original Message ----- > From: "Garak" > To: > Sent: Friday, February 06, 2004 2:36 PM > Subject: [rt-users] Adding Users by Command Line > > > > > > Hi guys! > > > > I need a help...... > > > > I'm using RT3 and I need add users using the command line. > > > > How can I do this? > > > > Thanks! > > -- > > Garak > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From ah30 at harrisonfamily.com Fri Feb 6 15:50:57 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Fri, 6 Feb 2004 15:50:57 -0500 Subject: [rt-users] Custom Condition using a CustomField Message-ID: <20040206155057.0dedcf16@andy> Aside from my previous question, I'd also like to detect the value of a CustomField and add a value to the CCs field based on the CustomField's value in the newly created ticket. To experiment with a user defined condition on an existing field, I successfully used the following: Description: TestCreate Condition: User Defined Custom Condition: use RT::CurrentUser; my $User = new RT::CurrentUser(); $User->Load($self->TicketObj->Creator); if (($self->TransactionObj->Type eq "Create") and ($self->TicketObj->Subject =~ /testing/i)) { return(1); } else { return(undef); } Action: Notify Requestors, CCs and AdminCCs prep: cleanup: Template: TestOnCreate This works and happily fires off an e-mail using the TestOnCreate template that I created just for this one test. The goal I'm looking for is: if CustomField-40 = "somevalue" push CCs array, "test\@example.com" I'm currently trying this in the CustomCondition field: use RT::CurrentUser; use RT::CustomField; my $User = new RT::CurrentUser(); my $CustomFieldObj = RT::CustomField->new($User{'CurrentUser'}); $User->Load($self->TicketObj->Creator); if (($self->TransactionObj->Type eq "Create") and ($self->TicketObj->CustomField-40 =~ /GWI/i)) { return(1); } else { return(undef); } But it yields the following error in the log: [Fri Feb 6 20:33:02 2004] [error]: Scrip 93 IsApplicable failed: Global symbol "%User" requires explicit package name at (eval 1983) line 4. (/usr/local/rt3/lib/RT/Condition/UserDefined.pm:45) Any help would be appreciated. Thanx! -- Andy Harrison (full headers for details) From rt at chaka.net Fri Feb 6 15:06:44 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 6 Feb 2004 15:06:44 -0500 Subject: [rt-users] Custom Autoreply Failure. In-Reply-To: <015f01c3ecb5$0d008740$6601a8c0@MATRIX> References: <015f01c3ecb5$0d008740$6601a8c0@MATRIX> Message-ID: <20040206200644.GH3082@chaka.net> There are other transactions going on? Try changing your code as below and looking at the RT log. } else { $RT::Logger->info("Tansaction: " . $self->TransactionObj->Type); return(1); } -Todd On Fri, Feb 06, 2004 at 03:27:56PM +0200, Carl Swart wrote: > Hi All, > > I developed the SelectedAutoreply feature below: > > Condition: User Defined > Custom condition: use RT::CurrentUser; > my $User = new RT::CurrentUser(); > $User->Load($self->TicketObj->Creator); > if (($self->TransactionObj->Type eq "Create") and > (($self->TicketObj->Subject =~ /application for/i) or ($User->Name =~ > /sales\@host4africa.com/i))) { > return(0); > } else { > return(1); > } > > Action: Autoreply To Requestors > > Custom action preparation code: > > Custom action cleanup code: > > Stage: TransactionCreate > > Template: Sales - AutoReply > > When I send an email to this queue, it responds as one would expect. > > Expected behavior: > ------------------ > - Do not send a reply if the Ticket->Type is Create and Ticket->Subject: > contains 'application for' > - Do not send a reply if the Ticket->Type is Create and Ticket the > ticket originates from the ticket address (sales at host4africa.com). > > Unexpected behavior: > -------------------- > - When I reply to a ticket and mark it to be a comment, it sends 3 > AutoReplies to the requestor. > > Could someone possibly explain to me why, this happens, so that I may > rectify the problem. > > Thank you all kindly. > > Regards, > -Carl > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at brisksolutions.com Fri Feb 6 16:11:57 2004 From: rt at brisksolutions.com (Hammad) Date: Fri, 6 Feb 2004 16:11:57 -0500 Subject: [rt-users] Multiple Attachment Problem Message-ID: <1076101917.4024031d34815@mail.brisksolutions.com> Hi Everybody: I am currently running RT 3.0.7_01 and RT 3.0.8 and seems to be having problem with both versions where as if the email is received with multiple attachments only the first attachment makes it when the ticket is created. I am not sure if its dropping the other attachments or not displaying them. I also tried to create a ticket from within RT and attaching multiple files and that seems to work. The only time I do not get or see multiple attachments is when ticket is created upon receiving an email. Also want to state that RT 3.0.7_01 and RT 3.0.8 are running on different systems. System Spec: ============ RedHat 9.0 Perl 5.8.0 httpd 2.0.40 Any help will be greatly appreciated. Thanks -- Hammad From jason at kavi.com Fri Feb 6 17:33:41 2004 From: jason at kavi.com (Jason Grigsby) Date: Fri, 6 Feb 2004 14:33:41 -0800 Subject: [rt-users] Requester Groups Message-ID: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> We're beginning our first RT configuration. Everything is going very well (and the documentation is great, btw). I have run into one question. Our customers have multiple people within their organization who contact us for requests. Sometimes it can become unmanageable because User A and User B from the same organization ask for something that they need done in the same time frame. Neither user knows about the other request. We want to set up RT such that each customer (e.g., ACME Company) has both a queue and a group associated with it. We would then add all of the users from that company to the group and the queue. The ideal situation is that all employees of ACME Company can see the ACME queue so they are aware of what their coworkers have requested. The problem I've run into is that I can't figure out how to let an employee of ACME Company have the ability to see tickets in the ACME queue that he or she didn't create. The only way I've been able to do it so far is to make the user privileged. However, it seems that RT assumes that a privileged user is a staff person so they see things like the amount of time that a request was worked on and other information that a customer (or non-privileged user) shouldn't see. Am I missing something in the configuration? Is it possible to set it up the way I describe so that employees of a customer company can see the requests from other employees of the same company? Thank You, Jason From perreal at lyon.cemagref.fr Fri Feb 6 20:03:52 2004 From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=) Date: Sat, 07 Feb 2004 02:03:52 +0100 Subject: [rt-users] Requester Groups In-Reply-To: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> Message-ID: <40243978.7010700@lyon.cemagref.fr> Jason Grigsby a ?crit : > We're beginning our first RT configuration. Everything is going very > well (and the documentation is great, btw). > > I have run into one question. Our customers have multiple people > within their organization who contact us for requests. Sometimes it > can become unmanageable because User A and User B from the same > organization ask for something that they need done in the same time > frame. Neither user knows about the other request. > > We want to set up RT such that each customer (e.g., ACME Company) has > both a queue and a group associated with it. We would then add all of > the users from that company to the group and the queue. The ideal > situation is that all employees of ACME Company can see the ACME queue > so they are aware of what their coworkers have requested. > > The problem I've run into is that I can't figure out how to let an > employee of ACME Company have the ability to see tickets in the ACME > queue that he or she didn't create. The only way I've been able to do > it so far is to make the user privileged. However, it seems that RT > assumes that a privileged user is a staff person so they see things > like the amount of time that a request was worked on and other > information that a customer (or non-privileged user) shouldn't see. > > Am I missing something in the configuration? Is it possible to set it > up the way I describe so that employees of a customer company can see > the requests from other employees of the same company? Try this : 1) in the ACME *queue* configuration, add the group ACME company to the CC watchers, 2) in the global configuration, add "ShowTicket" to right to CC role rights. Be warned that this way, all ACME group members will receive a copy of all correspondance of all tickets of the queue. Alternatively, you can simply add "ShowTicket" to user defined group "ACME company" rights in the ACME *queue* configuration. This should avoid the mail "spamming". -- Guillaume Perr?al. Responsable informatique, Cemagref, groupement de Lyon, France. T?l: (+33) 4.72.20.87.87. Fax: (+33) 4.78.47.78.75. Site: http://www.lyon.cemagref.fr/ From seph at directionless.org Fri Feb 6 20:08:59 2004 From: seph at directionless.org (seph) Date: Fri, 06 Feb 2004 20:08:59 -0500 Subject: [rt-users] Re: Requester Groups In-Reply-To: <40243978.7010700@lyon.cemagref.fr> ( =?iso-8859-1?q?Guillaume_Perr=E9al's_message_of?= "Sat, 07 Feb 2004 02:03:52 +0100") References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> <40243978.7010700@lyon.cemagref.fr> Message-ID: > Try this : > 1) in the ACME *queue* configuration, add the group ACME company to > the CC watchers, > 2) in the global configuration, add "ShowTicket" to right to CC role rights. > > Be warned that this way, all ACME group members will receive a copy > of all correspondance of all tickets of the queue. they'll only receive correspondance if that's how the scrips are setup. seph From abigabaw at eahd.or.ug Sat Feb 7 01:33:53 2004 From: abigabaw at eahd.or.ug (Wilson Abigaba) Date: Sat, 7 Feb 2004 09:33:53 +0300 (EAT) Subject: [rt-users] Admining RT from the command line Message-ID: <20031222094700.O73112@nemesis.eahd.or.ug> Hi all, I'm also enquiring, kind of adding to Garak's question about how users can be added from the command line. Please, if you've any ideas even on how other configuration tasks can be done by issuing commands, please help us. The shell is so fast and efficient, yet easy to use. On the other hand, the interface may not be very fast. One other question please, Can I go to the database and start issuing commands for adding and deleting stuff and it works fine even on the web inteface? Thanks in advance, I'm running FreeBSD and the database is a Mysql. Regards, Wilson From kpietri at nvps.net Sat Feb 7 11:55:35 2004 From: kpietri at nvps.net (Karl Pietri) Date: Sat, 7 Feb 2004 11:55:35 -0500 Subject: [rt-users] Admining RT from the command line References: <20031222094700.O73112@nemesis.eahd.or.ug> Message-ID: <053401c3ed9b$355c96c0$0202010a@hslantech> There is alot of stuff you can do at the command line. /opt/rt3/bin/rt --help that should get you started. Ive only used it to add users so far. -Karl Pietri ----- Original Message ----- From: "Wilson Abigaba" To: Sent: Saturday, February 07, 2004 1:33 AM Subject: [rt-users] Admining RT from the command line > Hi all, > I'm also enquiring, kind of adding to Garak's question about how users can > be added from the command line. > Please, if you've any ideas even on how other configuration tasks can be > done by issuing commands, please help us. The shell is so fast and > efficient, yet easy to use. On the other hand, the interface may not be > very fast. One other question please, Can I go to the database and start > issuing commands for adding and deleting stuff and it works fine even on > the web inteface? > Thanks in advance, I'm running FreeBSD and the database is a Mysql. > Regards, > Wilson > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From JChen at paymentone.com Sat Feb 7 23:46:39 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sat, 7 Feb 2004 20:46:39 -0800 Subject: [rt-users] Another EX_TEMPFAIL Problem Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7B2@CPMAL00.corpnet.p1.local> Hello all, I can?t figure out what happened. I was only performing upgrades using CPAN for all the RT3 dependencies? Most of the upgrades went fine with a couple of the dependency I had to manually install. So after the upgrade, I wanted to test if my rt3 is working still after all the upgrades and something went terribly wrong and I just do not know what happened. Also not sure what "error: no value sent for required parameter 'message'" mean when I *did* send file with content in it. I am using RH9, MySQL 4.16, RT3.08 Apache 2 with FastCGI 2.4.0 (did not do upgrade on fastcgi) HTML Mason was upgraded today I?ve tried to do the command below?. cat dead.letter |/opt/rt3/bin/rt-mailgate --queue MSC --action correspond --url http://172.16.200.200/rt/ --debug Result ============================ System error error: no value sent for required parameter 'message' context: ... 18: } 19: 20: foreach my $arg ( qw( message ) ) 21: { 22: HTML::Mason::Exception::Params->throw 23: ( error => "no value sent for required parameter '$arg'" ) 24: unless exists $pos{$arg}; 25: } 26: #line 25 /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway ... code stack: /opt/rt3/var/mason_data/obj/standard/REST/1.0/NoAuth/mail-gateway:22 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm:134 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1072 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:338 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:338 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:297 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:183 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:183 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:207 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:121 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:121 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm:76 /opt/rt3/bin/mason_handler.fcgi:54 /opt/rt3/bin/mason_handler.fcgi:54 raw error Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31. Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31.^J') called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x966c13c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1072 eval {...}('HTML::Mason::Component::FileBased=HASH(0x966c13c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x93a8fa4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 183 eval {...}('HTML::Mason::Request::CGI=HASH(0x93a8fa4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 183 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x93a8fa4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207 HTML::Mason::Interp::exec(undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 121 eval {...}(undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 121 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8f55584)', 'HASH(0x9401ddc)') 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(0x8f55584)', 'CGI::Fast=HASH(0x93b6bf4)') called at /opt/rt3/bin/mason_handler.fcgi line 54 eval {...}('HTML::Mason::CGIHandler=HASH(0x8f55584)', 'CGI::Fast=HASH(0x93b6bf4)') called at /opt/rt3/bin/mason_handler.fcgi line 54 RT server error. The RT server which handled your email did not behave as expected. It said: System error error: Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31. context: ... 27: $action => "correspond" 28: $ticket => undef 29: 30: <%init> 31: use RT::Interface::Email; 32: my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS); 33: 34: <%flags> 35: inherit => undef # inhibit UTF8 conversion done in /autohandler ... code stack: /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31 raw error Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31. Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &RT::Interface::Email::Gateway called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31.^J') called at /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 31 HTML::Mason::Commands::__ANON__('SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x966c13c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1072 eval {...}('HTML::Mason::Component::FileBased=HASH(0x966c13c)', 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x93a8fa4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 183 eval {...}('HTML::Mason::Request::CGI=HASH(0x93a8fa4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 183 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x93a8fa4)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm line 207 HTML::Mason::Interp::exec(undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 121 eval {...}(undef, undef, 'SessionType', 'REST', 'action', 'correspond', 'queue', 'MSC', 'message', 'From root at 172.16.200.200 Sun Nov 9 16:25:05 2003^JNewsgroups: ^JDate: Sun, 9 Nov 2003 16:25:05 -0800 (PST)^JFrom: root ^JFcc: sent-mail^JMessage-ID: ^JMIME-Version: 1.0^JContent-Type: TEXT/PLAIN; charset=US-ASCII^J^JSELECT EffectiveId AS "Trouble Ticket #", Queues.Name AS Queue, Users.Name ^JAS Owner, DATE_FORMAT( Tickets.Created, \'%I:%i %p %b %d %Y\' ) AS Created, ^JSubject, ^JSTATUS ^JFROM Tickets, Queues, Users^JWHERE STATUS IN (^J\'Open\', \'new\'^J) AND Queues.id = Tickets.Queue AND Users.id = Tickets.Owner^JORDER BY STATUS LIMIT 0 , 30^J^J') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/CGIHandler.pm line 121 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8f55584)', 'HASH(0x9401ddc)') 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(0x8f55584)', 'CGI::Fast=HASH(0x93b6bf4)') called at /opt/rt3/bin/mason_handler.fcgi line 54 eval {...}('HTML::Mason::CGIHandler=HASH(0x8f55584)', 'CGI::Fast=HASH(0x93b6bf4)') called at /opt/rt3/bin/mason_handler.fcgi line 54 Sendmail log ============ Feb 7 20:08:15 172 sendmail[2396]: i1848EJl002393: to=, ctladdr= (0/0), delay=00:00 :00, xdelay=00:00:00, mailer=relay, pri=30256, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i1848FZl002397 Message accepted for delivery) Feb 7 20:08:15 172 sendmail[2398]: i1848FZl002397: to="|/opt/rt3/bin/rt-mailgate --debug --queue MSC --action correspond --url http ://172.16.200.200/rt/", ctladdr= (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30663, dsn=4.0. 0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL From cerion at terpsichore.ws Sun Feb 8 15:41:08 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Sun, 8 Feb 2004 21:41:08 +0100 Subject: [rt-users] sub-queues Message-ID: <200402082141.08036.cerion@terpsichore.ws> I've been taking a look at RT, and am impressed - it's pretty slick. However, looking at some of the other 'trackers' out there, this seems to lack a seemingly important functionality - that of having 'sub-queues' of requests (of even sub-sub-queues...). Am I missing something here? Is the workflow idea behind this system different? If so, how? If I have a large project, and want to create separate groups for that project, e.g. A_Project: - Documentation - Development - Core Modules - GUI - User-Support ... how would I go about setting up RT to handle this nicely? Having them all at the same level would surely get rather messy... Regards, Cerion From JChen at paymentone.com Sun Feb 8 17:20:34 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 8 Feb 2004 14:20:34 -0800 Subject: [rt-users] Auto creating a default password for unpriviledged user Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7B7@CPMAL00.corpnet.p1.local> OK I've found out why it didn't work... It was because I wanted a default password for a newly created user that caused RT to stop creating a new ticket via email. After I changed back the settings from "Password => xyz111," to "Password => undef," ticket creation via email worked again. So how do I go about creating an auto default password for new a unprivileged user if the editing below does not work? I probably did something wrong.... Thanks for any help you guys can give. ============================================================================ /opt/rt3/lib/RT/Interface/Email.pm my ($Val, $Message) = $NewUser->Create(Name => ($Username || $Address), EmailAddress => $Address, RealName => "$Name", Password => undef, Privileged => 0, Comments => 'Autocreated on ticket submission' ); ========================================================================== Jonathan Chen -----Original Message----- From: Jonathan Chen Sent: Saturday, February 07, 2004 8:47 PM To: 'rt-users at lists.fsck.com' Subject: Another EX_TEMPFAIL Problem Hello all, I can?t figure out what happened. I was only performing upgrades using CPAN for all the RT3 dependencies? Most of the upgrades went fine with a couple of the dependency I had to manually install. So after the upgrade, I wanted to test if my rt3 is working still after all the upgrades and something went terribly wrong and I just do not know what happened. Also not sure what "error: no value sent for required parameter 'message'" mean when I *did* send file with content in it. I am using RH9, MySQL 4.16, RT3.08 Apache 2 with FastCGI 2.4.0 (did not do upgrade on fastcgi) HTML Mason was upgraded today I?ve tried to do the command below?. cat dead.letter |/opt/rt3/bin/rt-mailgate --queue MSC --action correspond --url http://172.16.200.200/rt/ --debug From jesse at bestpractical.com Sun Feb 8 17:23:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 8 Feb 2004 17:23:15 -0500 Subject: [rt-users] Auto creating a default password for unpriviledged user In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F7B7@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F7B7@CPMAL00.corpnet.p1.local> Message-ID: <20040208222315.GE19143@fsck.com> On Sun, Feb 08, 2004 at 02:20:34PM -0800, Jonathan Chen wrote: > OK I've found out why it didn't work... > > It was because I wanted a default password for a newly created user that caused RT to stop creating a new ticket via email. After I changed back the settings from "Password => xyz111," to "Password => undef," ticket creation via email worked again. > undef is a special value in perl. Had you had: Password => 'xyzzy', it would have been fine. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From JChen at paymentone.com Sun Feb 8 17:37:47 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 8 Feb 2004 14:37:47 -0800 Subject: [rt-users] Auto creating a default password for unpriviledged user Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7B9@CPMAL00.corpnet.p1.local> Thanks for the quick reply Jesse. I didn't know you had to enclose the default password with " ' " Thanks again! Jonathan Chen -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Sunday, February 08, 2004 2:23 PM To: Jonathan Chen Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] Auto creating a default password for unpriviledged user On Sun, Feb 08, 2004 at 02:20:34PM -0800, Jonathan Chen wrote: > OK I've found out why it didn't work... > > It was because I wanted a default password for a newly created user that caused RT to stop creating a new ticket via email. After I changed back the settings from "Password => xyz111," to "Password => undef," ticket creation via email worked again. > undef is a special value in perl. Had you had: Password => 'xyzzy', it would have been fine. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From JChen at paymentone.com Sun Feb 8 20:45:09 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 8 Feb 2004 17:45:09 -0800 Subject: [rt-users] URL not returning to base Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7BB@CPMAL00.corpnet.p1.local> Hello all, I am having a bit of trouble figuring out why "http://localhost/rt/" works and minus the ending "/" does not work. So when I go to http://localhost/rt I get a login WebRT window and when I try to log in it goes to http://localhost/index.html instead of http://localhost/rt/index.html . But when I use http://localhost/rt/ , everything works like it supposed to work. Tried to fiddle a bit with http.conf / RT_SiteConfig and am not yielding any result. It's not a big issue but annoying. Any ideas? RedHat 9 RT 3.08 Apache 2 Here is my RT_SiteConfig info... Set($WebPath , "/rt"); Set($WebBaseURL , "http://localhost:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images"); Here is my http.conf info... ErrorLog logs/rt3-error_log CustomLog logs/rt3-access_log common Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ AddHandler fastcgi-script fcgi FastCgiIpcDir /tmp/rt-fcgi FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 3600 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ Alias /rt "/opt/rt3/share/html" AddDefaultCharset UTF-8 RedirectMatch permanent(.*)/$ http://localhost$1/rt/index.html Jonathan Chen From kmoran at servecentric.com Mon Feb 9 07:01:32 2004 From: kmoran at servecentric.com (Kevin Moran) Date: Mon, 9 Feb 2004 12:01:32 -0000 Subject: [rt-users] Sub Queues Message-ID: Hi all, I'm trying to create a more hierarchical queing system for RT and was wondering how I can create sub queues. Regards, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From danie.marais at attix5.com Mon Feb 9 07:00:46 2004 From: danie.marais at attix5.com (Danie Marais) Date: Mon, 9 Feb 2004 14:00:46 +0200 Subject: [rt-users] Attachments > 1MB creates multiple tickets References: <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> <1076075025.23223.2821.camel@pc087.unigiciel.com> <12a801c3ecc8$9f3e7230$0a14a8c0@danielaptop> <20040206171759.GA6251@SDF.LONESTAR.ORG> Message-ID: <01e101c3ef04$5b8d4b40$0a14a8c0@danielaptop> Yep, Seems to have done the trick. Thanks! Now I just battle to download large attachments (again > 1MB) from the RT web interface. I seem to be able to do it from Netscape, but not from IE. But I do get the attachment via email though so it's not the end of the world. Thanks again. Danie > > It is possible that your MySQL version is the problem. The 4.0.x > releases are strongly recommended for working with RT. Redhat doesn't > have its own versions of 4.0 but you can grab rpms directly from > http://www.mysql.com/. > > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" From cubic at acronis.ru Mon Feb 9 07:24:20 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 09 Feb 2004 15:24:20 +0300 Subject: [rt-users] Attachments > 1MB creates multiple tickets In-Reply-To: <01e101c3ef04$5b8d4b40$0a14a8c0@danielaptop> References: <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> <1076075025.23223.2821.camel@pc087.unigiciel.com> <12a801c3ecc8$9f3e7230$0a14a8c0@danielaptop> <20040206171759.GA6251@SDF.LONESTAR.ORG> <01e101c3ef04$5b8d4b40$0a14a8c0@danielaptop> Message-ID: <40277BF4.4050003@acronis.ru> Danie Marais wrote: > Yep, > > Seems to have done the trick. Thanks! > > Now I just battle to download large attachments (again > 1MB) from the RT > web interface. I seem to be able to do it from Netscape, but not from IE. > But I do get the attachment via email though so it's not the end of the > world. I remember some fixes in rt3.0.8 or 9pre about IE bug with some no-cache headers. I size doesn't matter in this case of error. Best regards. Ruslan. > > Thanks again. > Danie > > >>It is possible that your MySQL version is the problem. The 4.0.x >>releases are strongly recommended for working with RT. Redhat doesn't >>have its own versions of 4.0 but you can grab rpms directly from >>http://www.mysql.com/. >> >>Michael >>-- >>Michael S. Liebman m-liebman at northwestern.edu >> http://msl521.freeshell.org/ >>"I have vision and the rest of the world wears bifocals." >> -Paul Newman in "Butch Cassidy & the Sundance Kid" > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From tuoppi at hieno.net Mon Feb 9 07:27:31 2004 From: tuoppi at hieno.net (Tuomas Haarala) Date: Mon, 9 Feb 2004 14:27:31 +0200 Subject: [rt-users] Automatic user information retrieval Message-ID: <20040209122731.GA9320@raven.hieno.net> Hello. I am rather new to RT, but something has already come into my mind: It would be a great help to get all the related user information into custom fields of the ticket by clicking a button when some unique string of information has been typed in already. For example, email address or a phone number. Some kind of pickup mechanism from a separate CSV file (or other) should do the trick - I just can't yet see how that should (and could) be implemented. Has anyone already come up with any kind of solution for this kind of need? Tuomas Haarala From cubic at acronis.ru Mon Feb 9 07:40:10 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 09 Feb 2004 15:40:10 +0300 Subject: [rt-users] Sub Queues In-Reply-To: References: Message-ID: <40277FAA.1080806@acronis.ru> Kevin Moran wrote: > Hi all, > > I'm trying to create a more hierarchical queing system for RT and was > wondering how I can create sub queues. I don't think that it's reasonable effort. Hierarchial structures slow down system a lot. For eg current user's rights subsytem or Ticket's EffectiveIds or Attachment's structure. So here is collision between perfomance and flexibility. We have allready this structure on CFs level. For eg for queue bugs we have custom field 'module' with values: 'Documentation', 'xxx lib', 'web site'.... Each user uses own search bookmarks. We are going to create own UI for different workers and thats all. > > Regards, > Kevin > > From cubic at acronis.ru Mon Feb 9 07:52:40 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 09 Feb 2004 15:52:40 +0300 Subject: [rt-users] Automatic user information retrieval In-Reply-To: <20040209122731.GA9320@raven.hieno.net> References: <20040209122731.GA9320@raven.hieno.net> Message-ID: <40278298.4030204@acronis.ru> Tuomas Haarala wrote: > Hello. > > I am rather new to RT, but something has already come into my > mind: > > It would be a great help to get all the related user information > into custom fields of the ticket by clicking a button when some > unique string of information has been typed in already. > For example, email address or a phone number. Some kind of pickup > mechanism from a separate CSV file (or other) should do the trick > - I just can't yet see how that should (and could) be implemented. It's bogus to save any info in CFs about requestor. There is allready table for user's info in RT and its name Users. Many reasons why it's bogus. You can use ExtractCustomFieldValues to parse requests http://wiki.bestpractical.com/cgi-bin/index.cgi?ContributedScrips For our RT I've only changed user strings to user links so you can jump in one click to user info. > > Has anyone already come up with any kind of solution for this > kind of need? > Sorry if I missunderstand something. Best regards. Ruslan. From sturner at MIT.EDU Fri Feb 6 15:24:49 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 06 Feb 2004 15:24:49 -0500 Subject: [rt-users] Pointers to RT Resources Message-ID: <5.2.1.1.2.20040206151400.0208bca8@po14.mit.edu> It seems there's useful information about RT in many places, some of them not easy to find. In an attempt to collect links to information in one place I started a list of helpful resources and posted them on the FAQs section of the wiki. Please feel free to add to, remove from or generally correct my attempt at Steve From ah30 at harrisonfamily.com Mon Feb 9 10:52:15 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Mon, 9 Feb 2004 10:52:15 -0500 Subject: [rt-users] Auto creating a default password for unpriviledged user In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F7B9@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F7B9@CPMAL00.corpnet.p1.local> Message-ID: <20040209105215.7139a9ad@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Sun, 8 Feb 2004 14:37:47 -0800, Jonathan Chen wrote Subject: "RE: [rt-users] Auto creating a default password for unpriviledged user" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Thanks for the quick reply Jesse. > > I didn't know you had to enclose the default password with " ' " If you're interested, there's a handy perl module for creating decent passwords, Crypt::GeneratePassword. Here's an example: #!/usr/bin/perl -w use strict; use Crypt::GeneratePassword qw(word chars); my $word = word( 1, # min length 10, # max length "en", # language 3, # number of symbols to use 0, # number of caps to use 0.001, # minfreq (0.00 - 1.00) # higher values are more 0.05 # avgfreq (0.00 - 1.00) # pronouncable, but less secure ); print "\npassword:\t$word\n\n"; -- Andy Harrison (full headers for details) From danie.marais at attix5.com Mon Feb 9 11:00:24 2004 From: danie.marais at attix5.com (Danie Marais) Date: Mon, 9 Feb 2004 18:00:24 +0200 Subject: [rt-users] Attachments > 1MB creates multiple tickets References: <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> <1076075025.23223.2821.camel@pc087.unigiciel.com> <12a801c3ecc8$9f3e7230$0a14a8c0@danielaptop> <20040206171759.GA6251@SDF.LONESTAR.ORG> <01e101c3ef04$5b8d4b40$0a14a8c0@danielaptop> <40277BF4.4050003@acronis.ru> Message-ID: <045401c3ef25$d42ad0b0$0a14a8c0@danielaptop> Can't be it because I can download smaller ones just fine. And I have 3.0.8. But as I say not the end of the world. > I remember some fixes in rt3.0.8 or 9pre about IE bug with some no-cache > headers. > I size doesn't matter in this case of error. > Best regards. Ruslan. > > > > Thanks again. > > Danie > > > > > >>It is possible that your MySQL version is the problem. The 4.0.x > >>releases are strongly recommended for working with RT. Redhat doesn't > >>have its own versions of 4.0 but you can grab rpms directly from > >>http://www.mysql.com/. > >> > >>Michael > >>-- > >>Michael S. Liebman m-liebman at northwestern.edu > >> http://msl521.freeshell.org/ > >>"I have vision and the rest of the world wears bifocals." > >> -Paul Newman in "Butch Cassidy & the Sundance Kid" > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mailbag at anothernet.com Mon Feb 9 12:05:43 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Mon, 9 Feb 2004 12:05:43 -0500 Subject: [rt-users] Changing the case of string on index.html Message-ID: I'm trying to change the case of the text that appears right below the "Best Practical" logo on index.html (that appears when you first login). Currently, it says, "RT for xyz.com" I want to change the case of the "x" to "X", so it will read, "RT for Xyz.com" I changed the case of the string in the only file that I found has it, /opt/rt3/etc/RT_SiteConfig.pm. I didn't find the string anywhere else, including inside the database. However, the screen still displays "RT for xyz.com" instead of "RT for Xyz.com". What am I missing here? Is the string being forced to lower case? Thanks! Chago From elacour at easter-eggs.com Mon Feb 9 12:12:54 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 9 Feb 2004 18:12:54 +0100 Subject: [rt-users] Changing the case of string on index.html In-Reply-To: References: Message-ID: <20040209171254.GN9607@easter-eggs.com> On Mon, Feb 09, 2004 at 12:05:43PM -0500, Adolfo Santiago wrote: > > I changed the case of the string in the only file that I found has it, > /opt/rt3/etc/RT_SiteConfig.pm. I didn't find the string anywhere else, > including inside the database. > It works for me, did you restart your apache after changing RT_SiteConfig.pm? -- 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 jason at kavi.com Mon Feb 9 12:36:48 2004 From: jason at kavi.com (Jason Grigsby) Date: Mon, 9 Feb 2004 09:36:48 -0800 Subject: [rt-users] Requester Groups In-Reply-To: <40243978.7010700@lyon.cemagref.fr> References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> <40243978.7010700@lyon.cemagref.fr> Message-ID: <89E7A89C-5B26-11D8-AD65-000393D541EC@kavi.com> Thank you for the response. After working on this a bit over the weekend, I realized that the main problem I'm having is adding a user to a group without making the user privileged (i.e., checking "Let this user be granted rights" on the user's account). When I try to add users to a group, I only see privileged users. When we make someone privileged, they see more options than I think they should (e.g., Configuration, Approval, etc). Is it possible to add someone to a group without making the user privileged? If it makes a difference, we're running RT 3.03 until we get a Debian Sarge server running so we can use 3.08. Thank You, Jason On Feb 6, 2004, at 5:03 PM, Guillaume Perr?al wrote: > Jason Grigsby a ?crit : > >> We're beginning our first RT configuration. Everything is going very >> well (and the documentation is great, btw). >> >> I have run into one question. Our customers have multiple people >> within their organization who contact us for requests. Sometimes it >> can become unmanageable because User A and User B from the same >> organization ask for something that they need done in the same time >> frame. Neither user knows about the other request. >> >> We want to set up RT such that each customer (e.g., ACME Company) has >> both a queue and a group associated with it. We would then add all of >> the users from that company to the group and the queue. The ideal >> situation is that all employees of ACME Company can see the ACME >> queue so they are aware of what their coworkers have requested. >> >> The problem I've run into is that I can't figure out how to let an >> employee of ACME Company have the ability to see tickets in the ACME >> queue that he or she didn't create. The only way I've been able to do >> it so far is to make the user privileged. However, it seems that RT >> assumes that a privileged user is a staff person so they see things >> like the amount of time that a request was worked on and other >> information that a customer (or non-privileged user) shouldn't see. >> >> Am I missing something in the configuration? Is it possible to set it >> up the way I describe so that employees of a customer company can see >> the requests from other employees of the same company? > > Try this : > 1) in the ACME *queue* configuration, add the group ACME company to > the CC watchers, > 2) in the global configuration, add "ShowTicket" to right to CC role > rights. > > Be warned that this way, all ACME group members will receive a copy > of all correspondance of all tickets of the queue. > > Alternatively, you can simply add "ShowTicket" to user defined group > "ACME company" rights in the ACME *queue* configuration. This should > avoid the mail "spamming". > > -- > Guillaume Perr?al. > > Responsable informatique, > Cemagref, groupement de Lyon, > France. > > T?l: (+33) 4.72.20.87.87. > Fax: (+33) 4.78.47.78.75. > Site: http://www.lyon.cemagref.fr/ > > From cerion at terpsichore.ws Mon Feb 9 12:35:47 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Mon, 9 Feb 2004 18:35:47 +0100 Subject: [rt-users] Sub Queues Message-ID: <200402091835.47061.cerion@terpsichore.ws> Ruslan U. Zakirov wrote: > Kevin Moran wrote: > > Hi all, > > > > I'm trying to create a more hierarchical queing system for RT and was > > wondering how I can create sub queues. > > I don't think that it's reasonable effort. > Hierarchial structures slow down system a lot. For eg current user's > rights subsytem or Ticket's EffectiveIds or Attachment's structure. > > So here is collision between perfomance and flexibility. > > We have allready this structure on CFs level. > For eg for queue bugs we have custom field 'module' with values: > 'Documentation', 'xxx lib', 'web site'.... This would allow one to bring together similar queues, but what about dissimilar queues, e.g. Project {Docs, Dev, Support, etc.} Putting all these into one queue 'Project', would be a complete mess, surely? I assume the idea is rather to have umpteen queues all at the same level, such as: ProjX_Docs, ProjX_Dev, ProjX_Support, ... But this would get pretty unwieldy with more than a few different projects. Does anyone out there have any examples that would clarify how to set up / maintain a multi-project system? Thanks, Cerion From mailbag at anothernet.com Mon Feb 9 12:50:42 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Mon, 9 Feb 2004 12:50:42 -0500 Subject: [rt-users] Changing the case of string on index.html In-Reply-To: <20040209171254.GN9607@easter-eggs.com> Message-ID: Ooops! No, I didn't! I completely forgot about that. Restarting Apache did the trick. Thanks! Chago > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Emmanuel > Lacour > Sent: Monday, February 09, 2004 12:13 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Changing the case of string on index.html > > > On Mon, Feb 09, 2004 at 12:05:43PM -0500, Adolfo Santiago wrote: > > > > I changed the case of the string in the only file that I found has it, > > /opt/rt3/etc/RT_SiteConfig.pm. I didn't find the string anywhere else, > > including inside the database. > > > It works for me, did you restart your apache after changing > RT_SiteConfig.pm? > > -- > 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 > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From dmd at speakeasy.org Mon Feb 9 12:47:13 2004 From: dmd at speakeasy.org (David M Dennis) Date: Mon, 9 Feb 2004 09:47:13 -0800 (PST) Subject: [rt-users] Bulk reply to tickets / include standard reply Message-ID: Dear List, Sorry to have to post an RT2 question, but quite a few installs still exist so hopefully someone can assist. I'm attempting to extend the TemplateAnswers package to include bulk replying using a template. I followed the existing model, and was successfully able to add a drop-down with my templates into Create in {$RT}/local/html/Ticket/Create.html and Update.html, referencing the local Elements/TemplateList. What I then tried to do was duplicate this logic over in a local {$RT}/local/html/Search/Bulk.html . Adding the line of code; Use Template: <& Elements/TemplateList, id => $Ticket->QueueObj->Id, QuoteTransaction=>$ARGS{QuoteTransaction}, Source=>'Update' &> To the local Bulk.html, and creating a local Search/Elements/TemplateList. But it was not to be. Instead of bulk template replying joy, what instead resulted was this: System error error: Error during compilation of /usr/local/rt2/local/WebRT/html/Search/Bulk.html: Global symbol "$Ticket" requires explicit package name at /usr/local/rt2/local/WebRT/html/Search/Bulk.html line 113. context: ... 109: 110: 111: 112: 113: Use Template: <& /Ticket/Elements/TemplateList, id => $Ticket->QueueObj->Id, QuoteTransaction=>$ARGS{QuoteTransaction}, Source=>'Update' &> 114: 115: 116: 117: Subject: Subsequent trial/error had literal references to TemplateList, references to <& /Ticket/Elments/TemplateList ..> , and so forth. Since I'm not very perl intelligent, can someone just explain what it is attempting to fetch here, and why it cannot, and suggest something to plug in? Thanks everyone, RT rocks... +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From seph at directionless.org Mon Feb 9 13:04:46 2004 From: seph at directionless.org (seph) Date: Mon, 09 Feb 2004 13:04:46 -0500 Subject: [rt-users] Re: Requester Groups In-Reply-To: <89E7A89C-5B26-11D8-AD65-000393D541EC@kavi.com> (Jason Grigsby's message of "Mon, 9 Feb 2004 09:36:48 -0800") References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> <40243978.7010700@lyon.cemagref.fr> <89E7A89C-5B26-11D8-AD65-000393D541EC@kavi.com> Message-ID: > Is it possible to add someone to a group without making the user > privileged? That's what priviledged is defined to mean, "can be added to groups" seph From cubic at acronis.ru Mon Feb 9 13:10:00 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 09 Feb 2004 21:10:00 +0300 Subject: [rt-users] Sub Queues In-Reply-To: <200402091835.47061.cerion@terpsichore.ws> References: <200402091835.47061.cerion@terpsichore.ws> Message-ID: <4027CCF8.7070707@acronis.ru> Cerion Armour-Brown wrote: > Ruslan U. Zakirov wrote: > >>Kevin Moran wrote: >> >>>Hi all, >>> >>>I'm trying to create a more hierarchical queing system for RT and was >>>wondering how I can create sub queues. >> >>I don't think that it's reasonable effort. >>Hierarchial structures slow down system a lot. For eg current user's >>rights subsytem or Ticket's EffectiveIds or Attachment's structure. >> >>So here is collision between perfomance and flexibility. >> >>We have allready this structure on CFs level. >>For eg for queue bugs we have custom field 'module' with values: >>'Documentation', 'xxx lib', 'web site'.... > > > This would allow one to bring together similar queues, but what about > dissimilar queues, e.g. > Project {Docs, Dev, Support, etc.} > Putting all these into one queue 'Project', would be a complete mess, surely? > > I assume the idea is rather to have umpteen queues all at the same level, such > as: ProjX_Docs, ProjX_Dev, ProjX_Support, ... > But this would get pretty unwieldy with more than a few different projects. > > Does anyone out there have any examples that would clarify how to set up / > maintain a multi-project system? If projects so different that you need different queues for customers support, then just split it in different RT instance. We have multi-project system with multi-lang/level support, but we have one instance. Queues: support%, bugs, tasks... + custom per project stat page + CFs: project... + scrips which do some workflow automation. I think it's fine enought. For eg Bugzilla use same CF style for different projs and everything fine. > > Thanks, > Cerion > From mick at onramp.ca Mon Feb 9 13:18:41 2004 From: mick at onramp.ca (Mick Szucs) Date: Mon, 9 Feb 2004 13:18:41 -0500 Subject: [rt-users] Directories left in /tmp Message-ID: <200402091318.41522.mick@onramp.ca> Hi all, I've seen this question raised a few times but haven't yet seen a response so I thought I'd re-ask it. On my RT3 system I'm seeing hundreds of directories left in /tmp like: /tmp/scwMaa3T5Y /tmp/OeNgSLNygq some of them contain files that indicate these are residue from some MIME decoding that's happening. Does anyone know where they come from or whether or not they can be eliminated (95% of them are empty.) Thanks, -- Mick Szucs Onramp Network Services Inc. From jason at kavi.com Mon Feb 9 13:27:26 2004 From: jason at kavi.com (Jason Grigsby) Date: Mon, 9 Feb 2004 10:27:26 -0800 Subject: [rt-users] Re: Requester Groups In-Reply-To: References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> <40243978.7010700@lyon.cemagref.fr> <89E7A89C-5B26-11D8-AD65-000393D541EC@kavi.com> Message-ID: <9C56EF18-5B2D-11D8-AD65-000393D541EC@kavi.com> On Feb 9, 2004, at 10:04 AM, seph wrote: >> Is it possible to add someone to a group without making the user >> privileged? > > That's what priviledged is defined to mean, "can be added to groups" Ok, so you can't add a user to a group without making them privileged. Should customers be privileged then? It seems that privileged means more than just being able to access a group. It also means that the user can see the configuration menu and see all of the users and groups (not to mention, the approval menu and other options that a customer shouldn't see). The RT Draft Manual says: "Let this user be granted rights checkbox: This is unchecked by default. Check the box to make this a staff user." This makes it sound like RT isn't intended to allow customers to be assigned to groups (if you can't assign them to groups without making the user privileged). Is it common for people to use groups to organize customers within RT? -Jason From jason at kavi.com Mon Feb 9 13:27:26 2004 From: jason at kavi.com (Jason Grigsby) Date: Mon, 9 Feb 2004 10:27:26 -0800 Subject: [rt-users] Re: Requester Groups In-Reply-To: References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> <40243978.7010700@lyon.cemagref.fr> <89E7A89C-5B26-11D8-AD65-000393D541EC@kavi.com> Message-ID: <9C56EF18-5B2D-11D8-AD65-000393D541EC@kavi.com> On Feb 9, 2004, at 10:04 AM, seph wrote: >> Is it possible to add someone to a group without making the user >> privileged? > > That's what priviledged is defined to mean, "can be added to groups" Ok, so you can't add a user to a group without making them privileged. Should customers be privileged then? It seems that privileged means more than just being able to access a group. It also means that the user can see the configuration menu and see all of the users and groups (not to mention, the approval menu and other options that a customer shouldn't see). The RT Draft Manual says: "Let this user be granted rights checkbox: This is unchecked by default. Check the box to make this a staff user." This makes it sound like RT isn't intended to allow customers to be assigned to groups (if you can't assign them to groups without making the user privileged). Is it common for people to use groups to organize customers within RT? -Jason From mailbag at anothernet.com Mon Feb 9 13:30:13 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Mon, 9 Feb 2004 13:30:13 -0500 Subject: [rt-users] Directories left in /tmp In-Reply-To: <200402091318.41522.mick@onramp.ca> Message-ID: On my system they are owned by the web user and group (httpd.httpd), so I suspect they are created by it, maybe when mail is sent out? Chago > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Mick Szucs > Sent: Monday, February 09, 2004 1:19 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Directories left in /tmp > > > Hi all, > > I've seen this question raised a few times but haven't yet seen a > response so > I thought I'd re-ask it. > > On my RT3 system I'm seeing hundreds of directories left in /tmp like: > > /tmp/scwMaa3T5Y > /tmp/OeNgSLNygq > > some of them contain files that indicate these are residue from some MIME > decoding that's happening. > > Does anyone know where they come from or whether or not they can > be eliminated > (95% of them are empty.) > > Thanks, > -- > Mick Szucs > Onramp Network Services Inc. > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From mick at onramp.ca Mon Feb 9 13:48:20 2004 From: mick at onramp.ca (Mick Szucs) Date: Mon, 9 Feb 2004 13:48:20 -0500 Subject: [rt-users] Directories left in /tmp In-Reply-To: References: Message-ID: <200402091348.20434.mick@onramp.ca> On February 9, 2004 01:30 pm, Adolfo Santiago wrote: > On my system they are owned by the web user and group (httpd.httpd), so I > suspect they are created by it, maybe when mail is sent out? Aye, mine too (apache.apache) Meant to mention system specs: Redhat 9 RT3.0.8 Thanks, -- Mick Szucs Onramp Network Services Inc. From fw at deneb.enyo.de Mon Feb 9 14:03:44 2004 From: fw at deneb.enyo.de (Florian Weimer) Date: Mon, 9 Feb 2004 20:03:44 +0100 Subject: [rt-users] Directories left in /tmp In-Reply-To: <200402091318.41522.mick@onramp.ca> References: <200402091318.41522.mick@onramp.ca> Message-ID: <20040209190344.GA19852@deneb.enyo.de> Mick Szucs wrote: > I've seen this question raised a few times but haven't yet seen a response so > I thought I'd re-ask it. > > On my RT3 system I'm seeing hundreds of directories left in /tmp like: > > /tmp/scwMaa3T5Y > /tmp/OeNgSLNygq These files are generated by MIME::Tools, I guess. I already looked for the correct place to activate in-core processing, but failed so far. 8-( From jesse at bestpractical.com Mon Feb 9 14:05:25 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Feb 2004 14:05:25 -0500 Subject: [rt-users] Directories left in /tmp In-Reply-To: <20040209190344.GA19852@deneb.enyo.de> References: <200402091318.41522.mick@onramp.ca> <20040209190344.GA19852@deneb.enyo.de> Message-ID: <20040209190525.GI19143@fsck.com> On Mon, Feb 09, 2004 at 08:03:44PM +0100, Florian Weimer wrote: > Mick Szucs wrote: > > > I've seen this question raised a few times but haven't yet seen a response so > > I thought I'd re-ask it. > > > > On my RT3 system I'm seeing hundreds of directories left in /tmp like: > > > > /tmp/scwMaa3T5Y > > /tmp/OeNgSLNygq > > These files are generated by MIME::Tools, I guess. I already looked > for the correct place to activate in-core processing, but failed so far. > 8-( Correct. They're tempfiles that aren't being properly purged. It's a bug we haven't tracked yet. As a warning, activating in-core parsing leads to some Massive performance problems, as MIME::Tools just isn't designed to handle it. We're looking at moving to Email::MIME in a future release, which should avoid a lot of these issues. J > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From ben at vintela.com Mon Feb 9 14:11:54 2004 From: ben at vintela.com (Ben Bush) Date: Mon, 09 Feb 2004 12:11:54 -0700 Subject: [rt-users] Error with RTFM-2.0.2 Message-ID: <4027DB7A.4060507@vintela.com> I upgraded our rtfm from rtfm-2-0-1 to rtfm-2-0-2. I attempt to add a new article and I get an RTFM Error in a red box that says "Unable to load article". What is wrong? Second question. Is there a way to change the name "RTFM" to FAQ's or Knowledgebase? I want to roll this out for our customers to use and the meaning of RTFM (for most of the world) does not look too professional. Third Question. Is there a way that I can create the same functionality of scrips in RTFM. I want to notify people when articles are created/updated. Thanks for your help. Ben Bush From jesse at bestpractical.com Mon Feb 9 14:16:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Feb 2004 14:16:05 -0500 Subject: [rt-users] Error with RTFM-2.0.2 In-Reply-To: <4027DB7A.4060507@vintela.com> References: <4027DB7A.4060507@vintela.com> Message-ID: <20040209191605.GJ19143@fsck.com> On Mon, Feb 09, 2004 at 12:11:54PM -0700, Ben Bush wrote: > I upgraded our rtfm from rtfm-2-0-1 to rtfm-2-0-2. I attempt to add a > new article and I get an RTFM Error in a red box that says "Unable to > load article". What is wrong? Try upgrading to the latest pre-release of 2.0.3. > Third Question. Is there a way that I can create the same functionality > of scrips in RTFM. I want to notify people when articles are > created/updated. RTFM doesn't currently have a Scrips system, though it's certainly something we could build. > Thanks for your help. > > Ben Bush -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From ben at vintela.com Mon Feb 9 14:19:52 2004 From: ben at vintela.com (Ben Bush) Date: Mon, 09 Feb 2004 12:19:52 -0700 Subject: [rt-users] Error with RTFM-2.0.2 In-Reply-To: <20040209191605.GJ19143@fsck.com> References: <4027DB7A.4060507@vintela.com> <20040209191605.GJ19143@fsck.com> Message-ID: <4027DD58.5080000@vintela.com> I upgraded to RTFM-2.0.3rc5. I get the exact same message. I am logged in as root so it should not be a permissions issue. Ben Jesse Vincent wrote: > >On Mon, Feb 09, 2004 at 12:11:54PM -0700, Ben Bush wrote: > > >>I upgraded our rtfm from rtfm-2-0-1 to rtfm-2-0-2. I attempt to add a >>new article and I get an RTFM Error in a red box that says "Unable to >>load article". What is wrong? >> >> > >Try upgrading to the latest pre-release of 2.0.3. > > > >>Third Question. Is there a way that I can create the same functionality >>of scrips in RTFM. I want to notify people when articles are >>created/updated. >> >> > >RTFM doesn't currently have a Scrips system, though it's certainly >something we could build. > > > > >>Thanks for your help. >> >>Ben Bush >> >> From ben at vintela.com Mon Feb 9 14:21:55 2004 From: ben at vintela.com (Ben Bush) Date: Mon, 09 Feb 2004 12:21:55 -0700 Subject: [rt-users] Error with RTFM-2.0.2 In-Reply-To: <20040209191605.GJ19143@fsck.com> References: <4027DB7A.4060507@vintela.com> <20040209191605.GJ19143@fsck.com> Message-ID: <4027DDD3.3060205@vintela.com> Ok. Here are some more details. I get this in my syslog messages: Feb 9 12:20:45 rt RT: WebRT: Unable to load article () (/opt/rt3/share/html/RTFM/Elements/Error:48) Feb 9 12:22:30 rt RT: WebRT: Unable to load article () (/opt/rt3/share/html/RTFM/Elements/Error:48) Jesse Vincent wrote: > >On Mon, Feb 09, 2004 at 12:11:54PM -0700, Ben Bush wrote: > > >>I upgraded our rtfm from rtfm-2-0-1 to rtfm-2-0-2. I attempt to add a >>new article and I get an RTFM Error in a red box that says "Unable to >>load article". What is wrong? >> >> > >Try upgrading to the latest pre-release of 2.0.3. > > > >>Third Question. Is there a way that I can create the same functionality >>of scrips in RTFM. I want to notify people when articles are >>created/updated. >> >> > >RTFM doesn't currently have a Scrips system, though it's certainly >something we could build. > > > > >>Thanks for your help. >> >>Ben Bush >> >> From jesse at bestpractical.com Mon Feb 9 14:22:11 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 9 Feb 2004 14:22:11 -0500 Subject: [rt-users] Error with RTFM-2.0.2 In-Reply-To: <4027DD58.5080000@vintela.com> References: <4027DB7A.4060507@vintela.com> <20040209191605.GJ19143@fsck.com> <4027DD58.5080000@vintela.com> Message-ID: <20040209192211.GL19143@fsck.com> On Mon, Feb 09, 2004 at 12:19:52PM -0700, Ben Bush wrote: > I upgraded to RTFM-2.0.3rc5. I get the exact same message. I am logged > in as root so it should not be a permissions issue. It may well be a bug. Feel free to report it to rtfm-bugs at fsck.com. If you can track down the issue further and provide a patch, I'm sure folks would appreciate it. Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From neil at quiogue.com Mon Feb 9 14:30:01 2004 From: neil at quiogue.com (neil quiogue) Date: Tue, 10 Feb 2004 03:30:01 +0800 Subject: [rt-users] Attachments > 1MB creates multiple tickets In-Reply-To: <045401c3ef25$d42ad0b0$0a14a8c0@danielaptop> References: <401B7417.1080808@acronis.ru> <401EBEC4.4010904@ebrary.com> <401EC354.9000009@acronis.ru> <40201F4E.3030800@ebrary.com> <4021830C.8070401@ebrary.com> <09f501c3ec94$c39c4820$0a14a8c0@danielaptop> <1076075025.23223.2821.camel@pc087.unigiciel.com> <12a801c3ecc8$9f3e7230$0a14a8c0@danielaptop> <20040206171759.GA6251@SDF.LONESTAR.ORG> <01e101c3ef04$5b8d4b40$0a14a8c0@danielaptop> <40277BF4.4050003@acronis.ru> <045401c3ef25$d42ad0b0$0a14a8c0@danielaptop> Message-ID: <192551593.1076383801@localhost> On Solaris 8, the fix seems to be in 3.0.9pre4 with perl 5.8.3. This did it for me. For some reason, 3.0.9pre2 still had the same problem on downloading attachments using IE. Regards, Neil --On lundi 9 f?vrier 2004 18:00 +0200 Danie Marais wrote: > Can't be it because I can download smaller ones just fine. And I have > 3.0.8. > > But as I say not the end of the world. > >> I remember some fixes in rt3.0.8 or 9pre about IE bug with some no-cache >> headers. >> I size doesn't matter in this case of error. >> Best regards. Ruslan. >> > >> > Thanks again. >> > Danie >> > >> > >> >> It is possible that your MySQL version is the problem. The 4.0.x >> >> releases are strongly recommended for working with RT. Redhat doesn't >> >> have its own versions of 4.0 but you can grab rpms directly from >> >> http://www.mysql.com/. >> >> >> >> Michael >> >> -- >> >> Michael S. Liebman m-liebman at northwestern.edu >> >> http://msl521.freeshell.org/ >> >> "I have vision and the rest of the world wears bifocals." >> >> -Paul Newman in "Butch Cassidy & the Sundance Kid" >> > >> > >> > _______________________________________________ >> > rt-users mailing list >> > rt-users at lists.bestpractical.com >> > http://lists.bestpractical.com/mailman/listinfo/rt-users >> > >> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From ben at vintela.com Mon Feb 9 14:47:39 2004 From: ben at vintela.com (Ben Bush) Date: Mon, 09 Feb 2004 12:47:39 -0700 Subject: [rt-users] Error with RTFM-2.0.2 In-Reply-To: <20040209192211.GL19143@fsck.com> References: <4027DB7A.4060507@vintela.com> <20040209191605.GJ19143@fsck.com> <4027DD58.5080000@vintela.com> <20040209192211.GL19143@fsck.com> Message-ID: <4027E3DB.2010506@vintela.com> Is there an easy way to roll back to the working RTFM-2.0.1 that I was using? Ben Jesse Vincent wrote: > >On Mon, Feb 09, 2004 at 12:19:52PM -0700, Ben Bush wrote: > > >>I upgraded to RTFM-2.0.3rc5. I get the exact same message. I am logged >>in as root so it should not be a permissions issue. >> >> > >It may well be a bug. Feel free to report it to rtfm-bugs at fsck.com. If >you can track down the issue further and provide a patch, I'm sure folks >would appreciate it. > > Best, > Jesse > > From m-liebman at northwestern.edu Mon Feb 9 15:54:52 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 9 Feb 2004 15:54:52 -0500 Subject: [rt-users] Sub Queues In-Reply-To: <200402091835.47061.cerion@terpsichore.ws> References: <200402091835.47061.cerion@terpsichore.ws> Message-ID: <20040209205452.GA19661@SDF.LONESTAR.ORG> On Mon, Feb 09, 2004 at 06:35:47PM +0100, Cerion Armour-Brown wrote: > Does anyone out there have any examples that would clarify how to set up / > maintain a multi-project system? It is generally a bad idea to have queues, which are essentially permanent objects, for a specific project. (If you listen to the worshipers of project management theory, a project by definition is time limited.) Tickets have a time related state (open or closed), while queues just are (to be a little metaphysical about it). Within the RT scheme, it is probably best to take advantage of ticket links. Create a ticket for the project. Then create child or depends on tickets for the different components of the project. You can even go to the extreme of creating children tickets of the different components for specific work packages, activities or tasks. You can use custom fields to categorize your tickets in a queue to make searching easier. HTH, Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From ZalafR at Leadingedgegroup.com.au Mon Feb 9 16:15:25 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Tue, 10 Feb 2004 08:15:25 +1100 Subject: [rt-users] Unable to email to the gateway. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C27F63@legsydms01.leadingedgegroup.com.au> Hi All, This is my first post so I appologies if I say anything stupid :). I have installed RT2 many times before but now when installing RT3 on a brand new Redhat 8.0 box, I cant seem to get the rt-mailgate script to work. I have put a simlink into /etc/smrsh/ for rt-mailgate from /opt/rt3/bin/rt-mailgate. However, when I try to send an email to a local queue, I get the following error: Feb 10 07:35:19 grungy sendmail[14437]: i195kFCU013813: to="|/opt/rt3/bin/rt-mailgate --queue rabbie --actio n correspond --url http://grungy.l3i.com.au/", ctladdr=zalafr at rt3.l3i.com.au (8/0), delay=14:48:31, xdelay=0 0:00:01, mailer=prog, pri=1380346, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TE MPFAIL Here is my line from the aliases file. zalafr: "|/opt/rt3/bin/rt-mailgate --queue Rabbie --action correspond --url http://rt3.l3i.com.au/" I have tried removing the path and only leaving rt-mailgate and have also tried the rt-mailgate (using only sh) patch that I read about on the net somewhere. Nothing seems to work. I am using - perl-5.8.0-55 - sendmail-8.12.8-9.80 I can use the localhost on that machine to relay and send emails to other servers and can also access the RT web front end and have almost finished configuring that. Any help is greately appreciated. Rabbie Zalaf Network Consultant Leading Edge Internet 02 9497 4024 http://www.leadingedgeinternet.net.au -----BEGIN GEEK CODE BLOCK----- VERSION: 3.1 GIT d++ s:>s-:- a22 C++++ L U+++ P+ L+++>$L+++++ E--- W+++ w-- M-- t+++ G++ -----END GEEK CODE BLOCK----- This document together with any attachments is confidential and is intended for the named recipient only. It can not be copied, disclosed, passed on or duplicated in any way shape or form, without the prior permission of the author. If you are not the intended recipient please contact the author immediately and destroy the message. All parties acknowledge that any breach of confidence or disclosures made by any party, (including their employees, agents and contracted service providers such as solicitors, accountants, auditors and others), which may result in a commercial loss to Leading Edge Group, may result in Leading Edge Group exercising such rights as are available to them in connection with that loss. From jritchie at bible.edu Mon Feb 9 16:38:46 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Mon, 9 Feb 2004 16:38:46 -0500 Subject: [rt-users] Postfix + RT3 Guide Message-ID: <20040209163846.5449213a.jritchie@bible.edu> Is there a good guide to getting RT3 and postfix working together. Also, anyone getting an exchange server to pass messages for RT onto an RT installation successfully? I don't know enough about Exchange or Email in general to really now how to make this happen. Suggestions or links to documents are appreciated. Thanks, JSR/ -- System Administrator Washington Bible College/Capital Bible Seminary http://www.bible.edu From rroff at stny.rr.com Mon Feb 9 16:36:46 2004 From: rroff at stny.rr.com (Russ Roff) Date: Mon, 9 Feb 2004 16:36:46 -0500 Subject: [rt-users] Help with Scrips Message-ID: <000e01c3ef54$d1837310$de500f0a@RUSSROFF> I'm trying to figure out how to automate some things within RT 3.0 when new tickets are created within one queue. Having read as much as I could find in the docs for RT 3.0 and the "Under the Hood" stuff from 2, I'm still not finding enough resources to begin. In a nutshell, what I "think" I want to do is create a custom Condition/Action scrip such that, when a new ticket is first added to a particular queue, custom fields are parsed, some processing happens and the results are added to the body of the ticket. For example, I want to take in (as a custom field) an IP address. I want to use SNMP to poll that IP for particular values, and pre-populate the ticket with those values (saving me cut-paste-execute time later on). I can handle all of the background SNMP stuff, but I must be missing something that tells me the best way to get it back into the ticket. Can anyone point me to a document I've missed or an existing application that I could reference? It seems all of the scrip Condition/Action stuff I'm finding only really deals with tweaking interal RT stuff - nothing really "external" Thanks in advance, Russ Roff Manager - Network Engineering Time Warner Cable -------------- next part -------------- An HTML attachment was scrubbed... URL: From leon at iwa-solutions.com Mon Feb 9 16:47:10 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Mon, 09 Feb 2004 14:47:10 -0700 Subject: [rt-users] Postfix + RT3 Guide In-Reply-To: <20040209163846.5449213a.jritchie@bible.edu> References: <20040209163846.5449213a.jritchie@bible.edu> Message-ID: <6.0.1.1.0.20040209143724.02435c40@iwapps4.iwapps.com> At 02:38 PM 2/9/04, Josiah Ritchie wrote: >Is there a good guide to getting RT3 and postfix working together. I'm running RT 3.06 with Postfix 2.0.18 on RedHat8. I was able to get the mailgateway running with the standard aliases (as shown in the documentation). rt: "|/etc/smtsh/rt-mailgate --queue queue-name --action corrsepond (or comment) --url http://rt.mydomain.com If you want to give specific problems, I'll be glad to do what I can to help. I've gotten varying amounts of help here. Sometimes reasonably good.....sometimes silence. (but then maybe I'm just spoiled with the Postfix users group) Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com -------------- next part -------------- An HTML attachment was scrubbed... URL: From dpickard at tadis.com Mon Feb 9 16:53:37 2004 From: dpickard at tadis.com (Duncan Pickard) Date: Mon, 9 Feb 2004 16:53:37 -0500 Subject: [rt-users] Help with Dependencies Message-ID: I have haveing some difficulties installing RT. The issue shows up while doing a dependency check. I have tried installing the module by hand, but a problem with a Module::Build file shows up while trying to install Log::Dispatch. The system is a Fedora Core 1 machine. I am a relitive Perl novice so I am looking for some leads on how to fix the problem. - D. Pickard Log::Dispatch 2.0...MISSING CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Mon, 09 Feb 2004 20:50:49 GMT Running install for module Log::Dispatch Running make for D/DR/DROLSKY/Log-Dispatch-2.09.tar.gz Checksum for /root/.cpan/sources/authors/id/D/DR/DROLSKY/Log-Dispatch-2.09.tar.gz ok Scanning cache /root/.cpan/build for sizes Log-Dispatch-2.09/ Log-Dispatch-2.09/lib/ Log-Dispatch-2.09/lib/Log/ Log-Dispatch-2.09/lib/Log/Dispatch/ Log-Dispatch-2.09/lib/Log/Dispatch/Syslog.pm Log-Dispatch-2.09/lib/Log/Dispatch/Email/ Log-Dispatch-2.09/lib/Log/Dispatch/Email/MailSend.pm Log-Dispatch-2.09/lib/Log/Dispatch/Email/MIMELite.pm Log-Dispatch-2.09/lib/Log/Dispatch/Email/MailSender.pm Log-Dispatch-2.09/lib/Log/Dispatch/Email/MailSendmail.pm Log-Dispatch-2.09/lib/Log/Dispatch/Handle.pm Log-Dispatch-2.09/lib/Log/Dispatch/Output.pm Log-Dispatch-2.09/lib/Log/Dispatch/Email.pm Log-Dispatch-2.09/lib/Log/Dispatch/Base.pm Log-Dispatch-2.09/lib/Log/Dispatch/Screen.pm Log-Dispatch-2.09/lib/Log/Dispatch/File.pm Log-Dispatch-2.09/lib/Log/Dispatch/File/ Log-Dispatch-2.09/lib/Log/Dispatch/File/Locked.pm Log-Dispatch-2.09/lib/Log/Dispatch/ApacheLog.pm Log-Dispatch-2.09/lib/Log/Dispatch.pm Log-Dispatch-2.09/Changes Log-Dispatch-2.09/MANIFEST Log-Dispatch-2.09/t/ Log-Dispatch-2.09/t/01-basic.t Log-Dispatch-2.09/t/99-pod.t Log-Dispatch-2.09/META.yml Log-Dispatch-2.09/README Log-Dispatch-2.09/Makefile.PL Log-Dispatch-2.09/LICENSE Log-Dispatch-2.09/Build.PL Log-Dispatch-2.09/SIGNATURE Removing previously used /root/.cpan/build/Log-Dispatch-2.09 CPAN.pm: Going to build D/DR/DROLSKY/Log-Dispatch-2.09.tar.gz /usr/bin/perl Build.PL Checking whether your kit is complete... Looks good Creating new 'Build' script for 'Log-Dispatch' version '2.09' Can't call method "find_perl_interpreter" on an undefined value at /usr/lib/perl5/site_perl/5.8.1/Module/Build/Compat.pm line 150. Running make test Make had some problems, maybe interrupted? Won't test Running make install Make had some problems, maybe interrupted? Won't install From mrz at intelenet.net Mon Feb 9 17:11:03 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 9 Feb 2004 14:11:03 -0800 Subject: [rt-users] rt3, losing fixed-font formatting in ticket display Message-ID: <038d01c3ef59$9bad2790$88180a0a@MRZTP> Tickets with content that depends on fixed-width displays get munged in rt3's ticket history. Tabs and the like get lost. I changed webrt.css to include Courier: SPAN.message { font-size: 100%; font-family: Courier, Verdana, Arial, Helvetica, sans-serif; } but I'm left with a Courier font with proportional spacing. What's the right way to do this? -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From ngoldbid at yahoo.com Mon Feb 9 17:41:18 2004 From: ngoldbid at yahoo.com (Nick Goldbid) Date: Mon, 9 Feb 2004 14:41:18 -0800 (PST) Subject: [rt-users] rt system error Message-ID: <20040209224118.54125.qmail@web41802.mail.yahoo.com> Hello, my rt was working fine, however for awhile now I'm getting the following error, anybody has any idea? thanks in advance, System error error: Unsupported conversion: Invalid argument at /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115. context: ... 111: } map { 112: Encode::Alias->find_alias($_) || lc($_) 113: } ($_[1], $_[2]); 114: 115: my $result = ($from eq $to) ? $_[0] : ( 116: $decoder{$from, $to} ||= Text::Iconv->new( $from, $to ) 117: )->convert($_[0]); 118: 119: return $result; ... code stack: /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:115 g /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:91 g /opt/rt3/share/html/autohandler:35 --------------------------------- Do you Yahoo!? Yahoo! Finance: Get your refund fast by filing online -------------- next part -------------- An HTML attachment was scrubbed... URL: From ngoldbid at yahoo.com Mon Feb 9 18:10:46 2004 From: ngoldbid at yahoo.com (Nick Goldbid) Date: Mon, 9 Feb 2004 15:10:46 -0800 (PST) Subject: [rt-users] rt system error Message-ID: <20040209231046.76650.qmail@web41805.mail.yahoo.com> Hello, my rt was working fine, however for awhile now I'm getting the following error, anybody has any idea? thanks in advance, System error error: Unsupported conversion: Invalid argument at /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115. context: ... 111: } map { 112: Encode::Alias->find_alias($_) || lc($_) 113: } ($_[1], $_[2]); 114: 115: my $result = ($from eq $to) ? $_[0] : ( 116: $decoder{$from, $to} ||= Text::Iconv->new( $from, $to ) 117: )->convert($_[0]); 118: 119: return $result; ... code stack: /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:115 g /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:91 g /opt/rt3/share/html/autohandler:35 --------------------------------- Do you Yahoo!? Yahoo! Finance: Get your refund fast by filing online -------------- next part -------------- An HTML attachment was scrubbed... URL: From rroff at stny.rr.com Mon Feb 9 19:37:34 2004 From: rroff at stny.rr.com (Russ Roff) Date: Mon, 9 Feb 2004 19:37:34 -0500 Subject: [rt-users] Scrip documentation Message-ID: <001601c3ef6e$13de4280$02406118@RUSSROFF> Anyone know if there is any documentation available for 3.0.8 scrip fields "Custom condition" "Custom action preparation code" "Custom action cleanup code" "Stage" ??? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ZalafR at Leadingedgegroup.com.au Mon Feb 9 22:31:41 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Tue, 10 Feb 2004 14:31:41 +1100 Subject: [rt-users] Unable to email to the gateway. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C27F75@legsydms01.leadingedgegroup.com.au> Hi All, I just resolved this problem by commenting out this line from /opt/rt3/lib/RT/EmailParser.pm $parser->output_prefix("part"); Can anyone tell me what side effects this may have ? or another way to resolve my problem? I definately have MIME::Parser installed. Regards, Rabbie Zalaf. -----Original Message----- From: Rabbie Zalaf Sent: Tuesday, February 10, 2004 8:15 AM To: rt-users at lists.bestpractical.com Cc: Dominik Jukic Subject: [rt-users] Unable to email to the gateway. Hi All, This is my first post so I appologies if I say anything stupid :). I have installed RT2 many times before but now when installing RT3 on a brand new Redhat 8.0 box, I cant seem to get the rt-mailgate script to work. I have put a simlink into /etc/smrsh/ for rt-mailgate from /opt/rt3/bin/rt-mailgate. However, when I try to send an email to a local queue, I get the following error: Feb 10 07:35:19 grungy sendmail[14437]: i195kFCU013813: to="|/opt/rt3/bin/rt-mailgate --queue rabbie --actio n correspond --url http://grungy.l3i.com.au/", ctladdr=zalafr at rt3.l3i.com.au (8/0), delay=14:48:31, xdelay=0 0:00:01, mailer=prog, pri=1380346, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TE MPFAIL Here is my line from the aliases file. zalafr: "|/opt/rt3/bin/rt-mailgate --queue Rabbie --action correspond --url http://rt3.l3i.com.au/" I have tried removing the path and only leaving rt-mailgate and have also tried the rt-mailgate (using only sh) patch that I read about on the net somewhere. Nothing seems to work. I am using - perl-5.8.0-55 - sendmail-8.12.8-9.80 I can use the localhost on that machine to relay and send emails to other servers and can also access the RT web front end and have almost finished configuring that. Any help is greately appreciated. Rabbie Zalaf Network Consultant Leading Edge Internet 02 9497 4024 http://www.leadingedgeinternet.net.au -----BEGIN GEEK CODE BLOCK----- VERSION: 3.1 GIT d++ s:>s-:- a22 C++++ L U+++ P+ L+++>$L+++++ E--- W+++ w-- M-- t+++ G++ -----END GEEK CODE BLOCK----- This document together with any attachments is confidential and is intended for the named recipient only. It can not be copied, disclosed, passed on or duplicated in any way shape or form, without the prior permission of the author. If you are not the intended recipient please contact the author immediately and destroy the message. All parties acknowledge that any breach of confidence or disclosures made by any party, (including their employees, agents and contracted service providers such as solicitors, accountants, auditors and others), which may result in a commercial loss to Leading Edge Group, may result in Leading Edge Group exercising such rights as are available to them in connection with that loss. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From paolo at telmap.com Mon Feb 9 23:11:57 2004 From: paolo at telmap.com (Paolo Supino) Date: Tue, 10 Feb 2004 06:11:57 +0200 Subject: [rt-users] Bug? Message-ID: <143CFA2E3C9B5D459E78DA18E3F15F899AB0D6@plague.telmap.com> Hi I created a ticket from my email account and it was my account in RT to solve the problem and for some reason RT didn't send out/back an email to the requestor tha the ticket was resolved. Is this by design, an unxpected behavior (i.e. a feature) or a bug? Paolo From jason at kavi.com Mon Feb 9 23:28:50 2004 From: jason at kavi.com (Jason Grigsby) Date: Mon, 9 Feb 2004 20:28:50 -0800 Subject: [rt-users] Re: Requester Groups In-Reply-To: <9C56EF18-5B2D-11D8-AD65-000393D541EC@kavi.com> References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> <40243978.7010700@lyon.cemagref.fr> <89E7A89C-5B26-11D8-AD65-000393D541EC@kavi.com> <9C56EF18-5B2D-11D8-AD65-000393D541EC@kavi.com> Message-ID: The more I play with RT, the more I'm beginning to fear that RT won't do what work for what we need (the ability to let multiple users for a single customer see all of the tickets in the customer's queue but none of the other queues). I did see a contribution that attempts to solve a similar problem: http://download.bestpractical.com/pub/rt/contrib/2.0/GroupService.README Has anyone attempted to use that contribution with the 3.0 version of RT? -Jason On Feb 9, 2004, at 10:27 AM, Jason Grigsby wrote: > On Feb 9, 2004, at 10:04 AM, seph wrote: > >>> Is it possible to add someone to a group without making the user >>> privileged? >> >> That's what priviledged is defined to mean, "can be added to groups" > > Ok, so you can't add a user to a group without making them privileged. > Should customers be privileged then? It seems that privileged means > more than just being able to access a group. It also means that the > user can see the configuration menu and see all of the users and > groups (not to mention, the approval menu and other options that a > customer shouldn't see). > > The RT Draft Manual says: > > "Let this user be granted rights checkbox: This is unchecked by > default. Check the box to make this a staff user." > > This makes it sound like RT isn't intended to allow customers to be > assigned to groups (if you can't assign them to groups without making > the user privileged). > > Is it common for people to use groups to organize customers within RT? > > -Jason > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From ZalafR at Leadingedgegroup.com.au Tue Feb 10 00:10:03 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Tue, 10 Feb 2004 16:10:03 +1100 Subject: [rt-users] Unable to email to the gateway. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C27F80@legsydms01.leadingedgegroup.com.au> Correction.. Commenting out this line only allows me to email into RT but not reply back out of RT. I have tried the following versions of MIME::tools with no luck: MIME-tools-5.411 MIME-tools-5.411a MIME-tools-6.200_01 MIME-tools-6.200_02 Can anyone please help? I know that I have seen many people in the mailing lists with this problem but I dont beleive any of them have found a solutions. Thanks in advance. Rabbie. -----Original Message----- From: Rabbie Zalaf Sent: Tuesday, February 10, 2004 2:32 PM To: rt-users at lists.bestpractical.com Cc: Dominik Jukic Subject: RE: [rt-users] Unable to email to the gateway. Hi All, I just resolved this problem by commenting out this line from /opt/rt3/lib/RT/EmailParser.pm $parser->output_prefix("part"); Can anyone tell me what side effects this may have ? or another way to resolve my problem? I definately have MIME::Parser installed. Regards, Rabbie Zalaf. -----Original Message----- From: Rabbie Zalaf Sent: Tuesday, February 10, 2004 8:15 AM To: rt-users at lists.bestpractical.com Cc: Dominik Jukic Subject: [rt-users] Unable to email to the gateway. Hi All, This is my first post so I appologies if I say anything stupid :). I have installed RT2 many times before but now when installing RT3 on a brand new Redhat 8.0 box, I cant seem to get the rt-mailgate script to work. I have put a simlink into /etc/smrsh/ for rt-mailgate from /opt/rt3/bin/rt-mailgate. However, when I try to send an email to a local queue, I get the following error: Feb 10 07:35:19 grungy sendmail[14437]: i195kFCU013813: to="|/opt/rt3/bin/rt-mailgate --queue rabbie --actio n correspond --url http://grungy.l3i.com.au/", ctladdr=zalafr at rt3.l3i.com.au (8/0), delay=14:48:31, xdelay=0 0:00:01, mailer=prog, pri=1380346, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TE MPFAIL Here is my line from the aliases file. zalafr: "|/opt/rt3/bin/rt-mailgate --queue Rabbie --action correspond --url http://rt3.l3i.com.au/" I have tried removing the path and only leaving rt-mailgate and have also tried the rt-mailgate (using only sh) patch that I read about on the net somewhere. Nothing seems to work. I am using - perl-5.8.0-55 - sendmail-8.12.8-9.80 I can use the localhost on that machine to relay and send emails to other servers and can also access the RT web front end and have almost finished configuring that. Any help is greately appreciated. Rabbie Zalaf Network Consultant Leading Edge Internet 02 9497 4024 http://www.leadingedgeinternet.net.au -----BEGIN GEEK CODE BLOCK----- VERSION: 3.1 GIT d++ s:>s-:- a22 C++++ L U+++ P+ L+++>$L+++++ E--- W+++ w-- M-- t+++ G++ -----END GEEK CODE BLOCK----- This document together with any attachments is confidential and is intended for the named recipient only. It can not be copied, disclosed, passed on or duplicated in any way shape or form, without the prior permission of the author. If you are not the intended recipient please contact the author immediately and destroy the message. All parties acknowledge that any breach of confidence or disclosures made by any party, (including their employees, agents and contracted service providers such as solicitors, accountants, auditors and others), which may result in a commercial loss to Leading Edge Group, may result in Leading Edge Group exercising such rights as are available to them in connection with that loss. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From hari at usva.artofliving.org Tue Feb 10 00:55:04 2004 From: hari at usva.artofliving.org (Hariharan) Date: Tue, 10 Feb 2004 00:55:04 -0500 (EST) Subject: [rt-users] Bulk delete Message-ID: <3036.65.87.184.233.1076392504.squirrel@webmail.artofliving.org> Hello I am faced with about 7000 tickets in a queue. Was wondering if someone could suggest a method to mass delete these junk tickets without going through the web interface. Also, is there a way I can protect my queues in future from such problems? Am not sure how to trace out the problem, all the 7000 emails are from a single domain ( incorrectaddress.autoresponder at 4c-alameda.org ) These are the headers: Message-Id: <200401311326.HAA11215 at amaretto.propagation.net> Subject: incorrectaddress.autoresponder From: incorrectaddress.autoresponder at 4c-alameda.org Delivered-To: esatsang.net-membership at esatsang.net Return-Path: Received: (qmail 29747 invoked by uid 505); 31 Jan 2004 08:36:08 -0500 Received: from incorrectaddress.autoresponder at 4c-alameda.org by seed by uid 502 with qmail-scanner-1.16 ( Clear:. Processed in 0.146418 secs); 31 Jan 2004 13:36:08 -0000 Received: from 1-21-97-216-rev.propagation.net (HELO amaretto.propagation.net) (216.97.21.1) by 0 with SMTP; 31 Jan 2004 08:36:08 -0500 Received: (from mail at localhost) by amaretto.propagation.net (8.9.3p2/8.8.5) id HAA11215 for membership at esatsang.net; Sat, 31 Jan 2004 07:26:02 -0600 Date: Sat, 31 Jan 2004 07:26:02 -0600 X-Loop: one To: membership at esatsang.net X-RT-Original-Encoding: iso-8859-1 content-type: text/plain; charset="utf-8" Content-Length: 304 How can I trouble shoot this problem? Thanks for any pointers Hari From seph at directionless.org Tue Feb 10 01:00:47 2004 From: seph at directionless.org (seph) Date: Tue, 10 Feb 2004 01:00:47 -0500 Subject: [rt-users] Re: Bug? In-Reply-To: <143CFA2E3C9B5D459E78DA18E3F15F899AB0D6@plague.telmap.com> (Paolo Supino's message of "Tue, 10 Feb 2004 06:11:57 +0200") References: <143CFA2E3C9B5D459E78DA18E3F15F899AB0D6@plague.telmap.com> Message-ID: > I created a ticket from my email account and it was my account in RT to > solve the problem and for some reason RT didn't send out/back an email to > the requestor tha the ticket was resolved. Is this by design, an unxpected > behavior (i.e. a feature) or a bug? I'm sorry, I didn't follow all of that. Are you getting bitten by the NotifyActor setting? As has been mentioned, about once a week, it's the varible that controls whether or not RT sends mail to the person initiating the change. seph From tuoppi at hieno.net Tue Feb 10 02:16:09 2004 From: tuoppi at hieno.net (Tuomas Haarala) Date: Tue, 10 Feb 2004 09:16:09 +0200 Subject: [rt-users] Re: Automatic user information retrieval In-Reply-To: <40278298.4030204@acronis.ru> References: <20040209122731.GA9320@raven.hieno.net> <40278298.4030204@acronis.ru> Message-ID: <20040210071609.GA10597@raven.hieno.net> On Mon, Feb 09, 2004 at 03:52:40PM +0300, Ruslan U. Zakirov wrote: >> It would be a great help to get all the related user information ... > It's bogus to save any info in CFs about requestor. There is allready > table for user's info in RT and its name Users. Many reasons why it's bogus. Hello, There are reasons why at least I would see some use for getting the extra information from external source: - file containing extra information of the users could be simply created by those non-technical persons, who track all of the employees - phone numbers (and other information) change from time to time, it is not rational to occupy the RT admins doing parallel task of updating the user information everytime someones info changes somehow - RT's user interface becomes rather difficult to use when there are several hundred users in the RT user database Imagine yourself being a helpdesk worker: Someone calls you or emails you. You get his/hers phonenumber, email address and/or his/hers name. It is waste of time, and gets really boring to ask for all of the information (phone number, office location, email address, etc etc) again and again, with every case. On the other hand, it would be really handy to type in the information you initially got when the person emailed or called, and click on "complete information". Therefore, I would like to keep things simple: no actual user accounts into RT for the clients, but their information easily available into ticket for resolvers to use. Cheers, Tuomas Haarala From espenhw at empolis.no Tue Feb 10 04:20:30 2004 From: espenhw at empolis.no (Espen Wiborg) Date: Tue, 10 Feb 2004 10:20:30 +0100 Subject: [rt-users] Re: Requester Groups In-Reply-To: (seph@directionless.org's message of "Mon, 09 Feb 2004 13:04:46 -0500") References: <84200DF4-58F4-11D8-BA4F-000393D541EC@kavi.com> <40243978.7010700@lyon.cemagref.fr> <89E7A89C-5B26-11D8-AD65-000393D541EC@kavi.com> Message-ID: seph writes: >> Is it possible to add someone to a group without making the user >> privileged? > That's what priviledged is defined to mean, "can be added to groups" Eh? From a) my understanding of the word and b) the way RT handles users by default "privileged" means "may be granted rights" (and, incidentally, "will be shown the standard interface instead of SelfService). To answer the original question: copy /share/html/Admin/Elements/SelectNewGroupMembers to /local/html/Admin/Elements/SelectNewGroupMembers (you may have to create the path) and comment out the line: $users->LimitToPrivileged(); This lets you add unprivileged users to groups. We use this to control queue access for our customers, but we haven't yet implemented a way to let all users at a customer see all tickets requested by that customer (as we haven't really had a need to). -- Espen Wiborg There are more chickens than people in the world. From as at sysformance.com Tue Feb 10 07:21:09 2004 From: as at sysformance.com (Aurel Schwarzentruber) Date: Tue, 10 Feb 2004 13:21:09 +0100 Subject: [rt-users] rt3, losing fixed-font formatting in ticket display In-Reply-To: <038d01c3ef59$9bad2790$88180a0a@MRZTP> References: <038d01c3ef59$9bad2790$88180a0a@MRZTP> Message-ID: <200402101321.09699.as@sysformance.com> On Monday 09 February 2004 23:11, matthew zeier wrote: > Tickets with content that depends on fixed-width displays get munged in > rt3's ticket history. Tabs and the like get lost. > > I changed webrt.css to include Courier: > > > SPAN.message { > font-size: 100%; > font-family: Courier, Verdana, Arial, Helvetica, sans-serif; > } > > but I'm left with a Courier font with proportional spacing. What's the > right way to do this? sans-serif *is* proportional, try something like "font-family: Courier, monospace;". cheers Aurel From jritchie at bible.edu Tue Feb 10 08:59:36 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Tue, 10 Feb 2004 08:59:36 -0500 Subject: [rt-users] Postfix + RT3 Guide In-Reply-To: <6.0.1.1.0.20040209143724.02435c40@iwapps4.iwapps.com> References: <20040209163846.5449213a.jritchie@bible.edu> <6.0.1.1.0.20040209143724.02435c40@iwapps4.iwapps.com> Message-ID: <20040210085936.1cde762d.jritchie@bible.edu> Leon Sonntag scripted :: >I'm running RT 3.06 with Postfix 2.0.18 on RedHat8. I was able to get >the mailgateway running with the standard aliases (as shown in the >documentation). >rt: "|/etc/smtsh/rt-mailgate --queue queue-name --action corrsepond (or >comment) --url http://rt.mydomain.com Thank you for confirming that this part of it should still work. >If you want to give specific problems, I'll be glad to do what I can to >help. When I try to send messages to user at server.domain.com I get a bounce message from my main mail server mail.domain.com reporting "Unknown Recipient" (mail.domain.com is running Exchange 5.5). I also seem to be unable to send messages off the server. Internally rt and users are able to toss messages around and fetchmail can go out and bring them in, but that seems like a kludgy way to go about it. Shouldn't I be able to send the messages directly to the box? I'm probably missing something basic so appreciate your patience. >I've gotten varying amounts of help here. >Sometimes reasonably good.....sometimes silence. >(but then maybe I'm just spoiled with the Postfix users group) :-) And I a spoiled Gentoo user. At least no one cusses you out. I usually take silence to mean I need to go back and try harder to find my problem and make a more thorough report of my issues. >Most anything is easy after you've done it successfully a few times I agree. :-) And then you can help others. JSR/ From bsegal at DECARIE.COM Tue Feb 10 09:19:32 2004 From: bsegal at DECARIE.COM (Bruce Segal) Date: Tue, 10 Feb 2004 09:19:32 -0500 Subject: [rt-users] Postfix + RT3 Guide Message-ID: I have more or less the same setup, postfix running on the same box as rt, with exchange 2k as our internal mail server. I really didn't have any problems setting it up, but it may be that I randomly picked the right options. on the rt/postfix box (webring.decarie.com) Below is for one queue. /etc/aliases rt: |"/usr/local/www/data/rt3/bin/rt-mailgate --queue Computer --action correspond --url http://Rtmail:xxxxxx at rt.decarie.com/" (using ldap authentication to our AD) there is an entry in the transport map to send all decarie.com mail from the rt/postfix box over to the exchange server. Mail is addressed as user at decarie.com ... not user at server.decarie.com /usr/local/etc/postfix/maps/transport decarie.com relay:[10.1.1.30] over in happy exchange/AD land i've got some distribution groups to map rt at decarie.com to rt at webring.decarie.com. This allows us to send mail to rt at decarie.com instead of rt at webring.decarie.com. (This whole setup seems a bit iffy to me, but it worked immediately and I don't really have time to change it). I seem to remember having an easier time of it before we upgraded (questionable term) to Exchange 2000 from Exchange 5.5 Not sure if any of this makes sense, but it works here. From cerion at terpsichore.ws Tue Feb 10 09:26:29 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Tue, 10 Feb 2004 15:26:29 +0100 Subject: [rt-users] Sub Queues In-Reply-To: <20040209205452.GA19661@SDF.LONESTAR.ORG> References: <200402091835.47061.cerion@terpsichore.ws> <20040209205452.GA19661@SDF.LONESTAR.ORG> Message-ID: <200402101526.29333.cerion@terpsichore.ws> I seeeee... hmm, I'm now realising ignorance was bliss! On Monday 09 February 2004 21:54, Michael S. Liebman wrote: > On Mon, Feb 09, 2004 at 06:35:47PM +0100, Cerion Armour-Brown wrote: > > Does anyone out there have any examples that would clarify how to set up > > / maintain a multi-project system? > > It is generally a bad idea to have queues, which are essentially > permanent objects, for a specific project. (If you listen to the > worshipers of project management theory, a project by definition is > time limited.) Tickets have a time related state (open or closed), > while queues just are (to be a little metaphysical about it). metaphysical is good - we like metaphysical! > Within the RT scheme, it is probably best to take advantage of ticket > links. Create a ticket for the project. Then create child or depends > on tickets for the different components of the project. You can even > go to the extreme of creating children tickets of the different > components for specific work packages, activities or tasks. You can > use custom fields to categorize your tickets in a queue to make > searching easier. > HTH, > Michael This is enlightening! - as was Zakirov's mail However (there's always an however :), I fail to see the big advantage of having the 'parent' tickets at the head of the queue, given: 1) I think I'll _need_ CFs to differentiate the projects ticket types - so this seems like duplication of effort. 2) its not possible to search on 'parent ticket = ' ??? Or am I still missing something? I had a go at setting up rt, as Zakirov and yourself suggested: various queues -> all project tickets, differentiated with CFs ... And was a little frustrated at having to repeat the CF setup for all queues. Is there no way to copy CFs from other queues? Much appreciated, Cerion From perreal at lyon.cemagref.fr Tue Feb 10 09:32:11 2004 From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=) Date: Tue, 10 Feb 2004 15:32:11 +0100 Subject: [rt-users] Postfix + RT3 Guide In-Reply-To: <20040210085936.1cde762d.jritchie@bible.edu> References: <20040209163846.5449213a.jritchie@bible.edu> <6.0.1.1.0.20040209143724.02435c40@iwapps4.iwapps.com> <20040210085936.1cde762d.jritchie@bible.edu> Message-ID: <4028EB6B.1050107@lyon.cemagref.fr> >When I try to send messages to user at server.domain.com I get a bounce message >from my main mail server mail.domain.com reporting "Unknown Recipient" >(mail.domain.com is running Exchange 5.5). > As your main mail server (mail.domain.com) handles mail for the whole domain domain.com, it may strip any subdomain parts, i.e. user at server.domain.com becomes user at domain.com. So you have to explicitely enable mail forwarding to rt-server. You may have to create the following aliases on your main mail exchanger : rt-address : rt-address at rt-server.domain.com (reads "rt-user@*.domain.com redirects to rt-user at rt-server.domain.com, without recursion") rt-address-comment : rt-address-comment at rt-server.domain.com Then set up the mailgate aliases normally on rt-server.domain.com, as indicated in RT documentation. > I also seem to be unable to send >messages off the server. > Try to set up the following parameters in postfix main.cf file : # Only relay mails originating from $mydestination ($myhostname + localhost by default) : mynetworks_style = host # Relay all outgoing mails to $mydomain mail exchangers as indicated by DNS MX records, relayhost = $mydomain You can also checks your /var/log/maillog file on the unix box to trace mail routing. -- Guillaume Perr?al. Responsable informatique, Cemagref, groupement de Lyon, France. T?l: (+33) 4.72.20.87.87. Fax: (+33) 4.78.47.78.75. Site: http://www.lyon.cemagref.fr/ From su at su2.info Tue Feb 10 09:49:23 2004 From: su at su2.info (Stephan Uhlmann) Date: Tue, 10 Feb 2004 15:49:23 +0100 Subject: [rt-users] howto stay logged in and force owner change? Message-ID: <200402101549.26091.su@su2.info> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I use RT 3.0.8 on a SuSE 8.2 Linux system and have the following questions: - - How can I achieve that users stay logged in until they explicitly log out? There is a cookie set but it is only valid for the session. When you close the browser window, open it again and go to the RT then you have to login again. - - How can I assign a ticket to somebody else without being the owner of the ticket? Let's say I'm a manager and a ticket is owned by one of my employees but I want to assign it to somebody else (and preferably automatically inform him by email). Currently I always get the error "You can only assign tickets that you own or that are unowned". I tested different permisson setting but even the super user is not able to do this. I read in the FAQ (http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ) that there is the possibility to do a "Force owner change" via the bulk update (I guess that means the "Jumbo" update), but I didn't find that option there. The list archives hint that such an option existed but not anymore? I hope somebody can answer my questions. Thank you. Cheers, Stephan -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFAKO920TAeRPnvmyERAlEmAKCDxiXzW7NCTWKmbtGdzUosLB9wqACfW+hU 1MekYJ3fk5hMjFDOapP0n+w= =qPBQ -----END PGP SIGNATURE----- From kirby at korrnet.org Tue Feb 10 10:26:36 2004 From: kirby at korrnet.org (Kirby) Date: Tue, 10 Feb 2004 10:26:36 -0500 Subject: [rt-users] Rights inheretance Message-ID: <4028F82C.7010200@korrnet.org> I have become woefully confused about group rights. Here is my setup. There are no global rights except for: The administrator has superuser. For the queue General: Everyone has CommentOnTicket, CreateTicket, ReplyToTicket. (this works fine) There are two groups defined. CP and RT_User. The group CP is a member of RT_User. RT_User has rights including SeeQueue, ShowTicket, ShowTicketComments... CP contains additional rights such as Delete Ticket and AdminQueue. When a user who is a member of CP logs in, they don't see any queues. If they search for tickets, the numbers of tickets are displayed, but the tickets themselves are not. If I move the user to RT_User things work good. Should CP inheret rights from RT_User or do I have to maintain them as two separate groups? -- There are 10 kinds of people in the world - those who understand binary and those who don't. gpg: 1024D/631B7450 368B 8805 E6B0 0C5A F91C 3598 E97B 7E36 631B 7450 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From patl at fusemail.com Tue Feb 10 11:47:41 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Tue, 10 Feb 2004 11:47:41 -0500 Subject: [rt-users] Directories left in /tmp In-Reply-To: References: Message-ID: <1076431661.23223.3269.camel@pc087.unigiciel.com> I have the same problem. It looks like they are web session directories, but I thought RT sotred the web session data in the database... Patrick On Mon, 2004-02-09 at 13:30, Adolfo Santiago wrote: > On my system they are owned by the web user and group (httpd.httpd), so I > suspect they are created by it, maybe when mail is sent out? > > Chago > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Mick Szucs > > Sent: Monday, February 09, 2004 1:19 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Directories left in /tmp > > > > > > Hi all, > > > > I've seen this question raised a few times but haven't yet seen a > > response so > > I thought I'd re-ask it. > > > > On my RT3 system I'm seeing hundreds of directories left in /tmp like: > > > > /tmp/scwMaa3T5Y > > /tmp/OeNgSLNygq > > > > some of them contain files that indicate these are residue from some MIME > > decoding that's happening. > > > > Does anyone know where they come from or whether or not they can > > be eliminated > > (95% of them are empty.) > > > > Thanks, > > -- > > Mick Szucs > > Onramp Network Services Inc. > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jritchie at bible.edu Tue Feb 10 12:02:55 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Tue, 10 Feb 2004 12:02:55 -0500 Subject: [rt-users] Postfix + RT3 Guide In-Reply-To: References: Message-ID: <20040210120255.0618d498.jritchie@bible.edu> Bruce Segal scripted :: >I have more or less the same setup, postfix running on the same box as rt, with >exchange 2k as our internal mail server. I really didn't have any problems >setting it up, but it may be that I randomly picked the right options. > >on the rt/postfix box (webring.decarie.com) Below is for one queue. > >/etc/aliases >rt: |"/usr/local/www/data/rt3/bin/rt-mailgate --queue Computer --action >correspond --url http://Rtmail:xxxxxx at rt.decarie.com/" (using ldap >authentication to our AD) I'll be doing AD auth once I can get RT to work as a whole packaged. One step at a time, anyway am glad to hear another report that it works. >there is an entry in the transport map to send all decarie.com mail from the >rt/postfix box over to the exchange server. Mail is addressed as >user at decarie.com ... not user at server.decarie.com > >/usr/local/etc/postfix/maps/transport >decarie.com relay:[10.1.1.30] Hm, that might help some. I'll check into that a bit further. I don't have that file in that location. >over in happy exchange/AD land i've got some distribution groups to map >rt at decarie.com to rt at webring.decarie.com. This allows us to send mail to >rt at decarie.com instead of rt at webring.decarie.com. (This whole setup seems a >bit iffy to me, but it worked immediately and I don't really have time to >change it). I seem to remember having an easier time of it before we upgraded >(questionable term) to Exchange 2000 from Exchange 5.5 > >Not sure if any of this makes sense, but it works here. That's a good idea. I'll do that. I hadn't gotten far enough to think about that yet. You've helped me confirm some of my settings and given me a few directions to look. While playing the the main.cf I'm also noticing some stuff about relaying that might help also. Thanks, JSR/ From m-liebman at northwestern.edu Tue Feb 10 12:26:24 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 10 Feb 2004 12:26:24 -0500 Subject: [rt-users] howto stay logged in and force owner change? In-Reply-To: <200402101549.26091.su@su2.info> References: <200402101549.26091.su@su2.info> Message-ID: <20040210172624.GA15174@SDF.LONESTAR.ORG> On Tue, Feb 10, 2004 at 03:49:23PM +0100, Stephan Uhlmann wrote: > - - How can I assign a ticket to somebody else without being the owner of the > ticket? Let's say I'm a manager and a ticket is owned by one of my employees > but I want to assign it to somebody else Steal the ticket first and then reassign it. Of course, that means the manager must have StealTicket rights to the queue. > I read in the FAQ (http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ) that > there is the possibility to do a "Force owner change" via the bulk update (I > guess that means the "Jumbo" update), but I didn't find that option there. No, not the Jumbo view of a ticket. If you do a search, there will be a link between the list of found tickets and the refine search box "Update all these tickets at once." That's the bulk update facility. When you click on that link, you will be able to change a variety of things related to all the tickets you select en masse. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From mrz at intelenet.net Tue Feb 10 13:47:17 2004 From: mrz at intelenet.net (matthew zeier) Date: Tue, 10 Feb 2004 10:47:17 -0800 Subject: [rt-users] rt3, losing fixed-font formatting in ticket display References: <038d01c3ef59$9bad2790$88180a0a@MRZTP> <200402101321.09699.as@sysformance.com> Message-ID: <004c01c3f006$4ee84220$88180a0a@MRZTP> > > > > SPAN.message { > > font-size: 100%; > > font-family: Courier, Verdana, Arial, Helvetica, sans-serif; > > } > > > > but I'm left with a Courier font with proportional spacing. What's the > > right way to do this? > > sans-serif *is* proportional, try something like "font-family: Courier, > monospace;". Thanks, tried that, however, I still lose the fixed spacing. SPAN.message { font-size: 100%; font-family: "Courier New", Courier, monospace; } However, the ticket content shows with proportional spacing (still). If I reply/comment to a ticket item, the quoted text shows the monospaced content (it's an ASCII network diagram). The only way to properly view this is to reply to a ticket which is a less than ideal way to read these things. What other nugget am I missing? From jesse at bestpractical.com Tue Feb 10 13:51:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 10 Feb 2004 13:51:40 -0500 Subject: [rt-users] rt3, losing fixed-font formatting in ticket display In-Reply-To: <004c01c3f006$4ee84220$88180a0a@MRZTP> References: <038d01c3ef59$9bad2790$88180a0a@MRZTP> <200402101321.09699.as@sysformance.com> <004c01c3f006$4ee84220$88180a0a@MRZTP> Message-ID: <20040210185140.GJ10803@fsck.com> On Tue, Feb 10, 2004 at 10:47:17AM -0800, matthew zeier wrote: > > However, the ticket content shows with proportional spacing (still). If I > reply/comment to a ticket item, the quoted text shows the monospaced content > (it's an ASCII network diagram). The "download" link should display it correctly as well. > > The only way to properly view this is to reply to a ticket which is a less > than ideal way to read these things. > > > What other nugget am I missing? HTML clobbers whitespace unless text is enclosed in a "
" block.

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

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


From su at su2.info  Tue Feb 10 14:06:52 2004
From: su at su2.info (Stephan Uhlmann)
Date: Tue, 10 Feb 2004 20:06:52 +0100
Subject: [rt-users] howto stay logged in and force owner change?
In-Reply-To: <20040210172624.GA15174@SDF.LONESTAR.ORG>
References: <200402101549.26091.su@su2.info>
	<20040210172624.GA15174@SDF.LONESTAR.ORG>
Message-ID: <200402102006.52557.su@su2.info>

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

On Tuesday 10 February 2004 18:26, Michael S. Liebman wrote:
> Steal the ticket first and then reassign it. Of course, that means the
> manager must have StealTicket rights to the queue.
[...]
> No, not the Jumbo view of a ticket. If you do a search, there will be
> a link between the list of found tickets and the refine search box
> "Update all these tickets at once." That's the bulk update
> facility. When you click on that link, you will be able to change a
> variety of things related to all the tickets you select en masse.

Ah. Ok. There are many ways to Rome. I missed both ;-) Thank you!

My problem with the users not being able to stay logged in I fixed by adding a 
line to share/html/Elements/SetupSessionCookie. Here's the diff:

- --- SetupSessionCookie.old      2004-01-02 22:23:39.000000000 +0100
+++ SetupSessionCookie  2004-02-10 18:51:49.000000000 +0100
@@ -71,6 +71,7 @@
     if ( !$cookies{$cookiename} ) {
         my $cookie = new CGI::Cookie(
             -name  => $cookiename,
+            -expires => '+10y',
             -value => $session{_session_id},
             -path  => '/',
         );

For me it's ok, to hardcode that directly in the file (just have to remember 
that when doing upgrades), but maybe developers could make that an 
configurable option in future RT releases? I guess it would be useful for 
other people, too.


Then I have a new problem. When I want to add a watcher to a queue I get the 
error message "Group not found". Sometimes. On most queues it works. But on 
some queues not. When it's not working it does not matter if I want to add a 
user or a group. It also does not matter if I want to add the watcher as Cc 
or AdminCc. Always the same error message.
All queues were created with RT version 3.0.6. A recent upgrade to version 
3.0.8 didn't help. I run MySQL version 3.23.55. I had SearchBuilder module 
version 0.92 and upgraded now to version 0.96. Still no luck.

I get the following error messages when hitting the "Go!" to find my group:

Feb 10 19:59:13 caesar RT: DBD::mysql::st execute failed: You have an error in 
your SQL syntax near '))  ' at line 1 
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.  
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBIx::SearchBuilder error:You have an error in your 
SQL syntax near '))  ' at line 1         Query String is SELECT 
count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))    
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBD::mysql::st fetchrow_array failed: fetch() 
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm 
line 248.  (/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBD::mysql::st execute failed: You have an error in 
your SQL syntax near '))  ' at line 1 
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.  
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBIx::SearchBuilder error:You have an error in your 
SQL syntax near '))  ' at line 1         Query String is SELECT 
count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))    
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:13 caesar RT: DBD::mysql::st fetchrow_array failed: fetch() 
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm 
line 248.  (/opt/rt-3-0-8/lib/RT.pm:247)

I get these errors when I click on "Save Changes" after selecting my group to 
add as AdminCc watcher:

Feb 10 19:59:47 caesar RT: Adding a watcher 128 to AdminCc
Feb 10 19:59:47 caesar RT: DBD::mysql::st execute failed: You have an error in 
your SQL syntax near '))  ' at line 1 
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.  
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBIx::SearchBuilder error:You have an error in your 
SQL syntax near '))  ' at line 1         Query String is SELECT 
count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))    
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBD::mysql::st fetchrow_array failed: fetch() 
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm 
line 248.  (/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBD::mysql::st execute failed: You have an error in 
your SQL syntax near '))  ' at line 1 
at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 234.  
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBIx::SearchBuilder error:You have an error in your 
SQL syntax near '))  ' at line 1         Query String is SELECT 
count(main.id) FROM GroupMembers main  WHERE ((main.GroupId = ))    
(/opt/rt-3-0-8/lib/RT.pm:247)
Feb 10 19:59:47 caesar RT: DBD::mysql::st fetchrow_array failed: fetch() 
without execute() at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm 
line 248.  (/opt/rt-3-0-8/lib/RT.pm:247)

RT somehow seems to forget the GoupId of the group I want to add. I looked 
into the HTML source of the page where I can select my group and in the form 
it says:
 ''

I think it should also be able to react on the DefaultStatus.
Hope this helps
___________________________________
Ritschi  =B-)

Lose your dreams and you will lose your mind
Rolling Stones - Ruby Tuesday


> -----Urspr?ngliche Nachricht-----
> Von: Rick Ellis [mailto:Richard.Ellis at Sun.COM]
> Gesendet: Donnerstag, 12. Februar 2004 12:59
> An: rt-users at lists.bestpractical.com
> Betreff: [rt-users] Questions
> 
> 
> Hi Guys,

-------- 8< Snip -------

> 3. Is it possible to prevent a ticket being closed unless 
> someone enters
> time in the Time worked field?

-------- Snap >8 -------

> Thanks
> 
> Rik
> -- 
> Rick Ellis 


From jesse at bestpractical.com  Thu Feb 12 11:50:05 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Feb 2004 11:50:05 -0500
Subject: [rt-users] Problems with templates
In-Reply-To: <200402121638.i1CGcM4A009904@tatooine.rediris.es>
References: <200402121638.i1CGcM4A009904@tatooine.rediris.es>
Message-ID: <20040212165005.GB10803@fsck.com>




On Thu, Feb 12, 2004 at 05:38:22PM +0100, Carlos Fuentes Bermejo wrote:
> Hello all,
> 
> I have a little problem with the templates, I have installed RT v3.0.8 (I 
> think correctly), and then I have installed RTIR v1.0.4. When I have begun to  
> modify the templates, I have seen that I just have eight templates, when really 
> I have fourteen in the database, this one is normal, because I think I should 
> be able to see all the templates.

Some of those templates are likely queue-specific and not displayed in
the "Global" template list.

	-J


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

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


From jalonso at mit.edu  Thu Feb 12 12:50:01 2004
From: jalonso at mit.edu (Jason B. Alonso)
Date: Thu, 12 Feb 2004 12:50:01 -0500
Subject: [rt-users] Sub Queues
In-Reply-To: <200402121738.18680.cerion@terpsichore.ws>
Message-ID: <20040212175001.GB3892@jacobian.MIT.EDU>

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From jesse at bestpractical.com  Thu Feb 12 12:53:10 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Feb 2004 12:53:10 -0500
Subject: [rt-users] Sub Queues
In-Reply-To: <20040212175001.GB3892@jacobian.MIT.EDU>
References: <200402121738.18680.cerion@terpsichore.ws>
	<20040212175001.GB3892@jacobian.MIT.EDU>
Message-ID: <20040212175310.GC10803@fsck.com>

I can't promise anything, but I'd really love to see a clear spec from
folks interested in subqueues for how they'd work and what they'd do.

	Jesse


From sturner at MIT.EDU  Thu Feb 12 12:53:25 2004
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 12 Feb 2004 12:53:25 -0500
Subject: [rt-users] Locale::Maketext::Guts error on Fedora
In-Reply-To: <20040211201653.GA13970@SDF.LONESTAR.ORG>
Message-ID: <5.2.1.1.2.20040212125017.02028120@po14.mit.edu>

At 03:16 PM 2/11/2004 -0500, Michael S. Liebman wrote:
>Intermittently, I am getting an "Insecure dependency in eval while
>running setgid" error from Locale::Maketext::Guts. I haven't been able
>to pin down what actually triggers the error since it happens so
>intermittently. Sometimes I can go for days without encountering it
>and sometimes it occurs a few times in a day. My best guess is that it
>occurs after updating a ticket. No significant errors turn up in the
>debug log prior to getting the error from the web interface.

Michael,

We just had the same thing happen - our RT administrator fixed
the problem by "blowing away the mason cache". We're not sure
what went wrong to create the problem though.

Steve 
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From rthompson at interpublic.com  Thu Feb 12 13:18:38 2004
From: rthompson at interpublic.com (Ray Thompson)
Date: Thu, 12 Feb 2004 12:18:38 -0600
Subject: [rt-users] Sub Queues
Message-ID: 

I wouldn't call this a "clear spec" but we'd like to have sub-queue's based on departments.  Currently we have created queues such as 

Benefits-Health
Benefits-Savings
Benefits-PTO
HR-Administer Workforce
HR-Executive Compensation
HR-Global Workforce

Etc...

It would be nice to have these in sub-queues.  This would not only clean up the looks of the "Home" page but would make it a bit easier to grant permissions to a group of queues.  The downside though is that sub-groups would probably be the next request to facilitate trickle down permissions.  (Unless sub-groups have been added since RT 3.0.0 which is what we're still at...)  Separate instances of RT is not viable since there is a lot of inter-departmental collaboration going on.

--
Ray

> 
> 
> I can't promise anything, but I'd really love to see a clear 
> spec from folks interested in subqueues for how they'd work 
> and what they'd do.



From dwarner at ctinetworks.com  Thu Feb 12 14:28:13 2004
From: dwarner at ctinetworks.com (Douglas E. Warner)
Date: Thu, 12 Feb 2004 14:28:13 -0500
Subject: [rt-users] Re: rt2-to-rt3 importing links problem
In-Reply-To: <402BA9B9.308@13x.com>
References: <20040113153216.C5442113CA@pallas.eruditorum.org>
	<402BA9B9.308@13x.com>
Message-ID: <200402121428.15380.dwarner@ctinetworks.com>

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

On Thursday 12 February 2004 11:28, Jim Williams wrote:
> # ./dumpfile-to-rt-3.0 /var/opt/rtdump/rt2
> ....
> .t-2157
> Importing links
> lllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll
>l lll[Thu Feb 12 08:02:54 2004] [crit]: Can't call method "Scheme" on an
> undefined value at /var/opt/rt3/lib/RT/URI.pm line 177.
>   (/var/opt/rt3/lib/RT.pm:254)
> #

I think I narrowed my problem down to the fact that I was deleting 'dead' 
tickets before I imported into RT3, and some of those dead tickets were 
linked to by other tickets (improperly marked 'dead'), thus breaking the 
import (trying to link to a non-existant ticket).
To work around, I modified the import script to spit out what link it was 
working on, and deleted that from the metadata file in my dumpdir and 
continued til it worked.

- -Doug

- -- 
Douglas E. Warner         Network Engineer
CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
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From jesse at bestpractical.com  Thu Feb 12 14:44:30 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 12 Feb 2004 14:44:30 -0500
Subject: [rt-users] Re: rt2-to-rt3 importing links problem
In-Reply-To: <200402121428.15380.dwarner@ctinetworks.com>
References: <20040113153216.C5442113CA@pallas.eruditorum.org>
	<402BA9B9.308@13x.com> <200402121428.15380.dwarner@ctinetworks.com>
Message-ID: 


>
> I think I narrowed my problem down to the fact that I was deleting 
> 'dead'
> tickets before I imported into RT3, and some of those dead tickets were
> linked to by other tickets (improperly marked 'dead'), thus breaking 
> the
> import (trying to link to a non-existant ticket).
> To work around, I modified the import script to spit out what link it 
> was
> working on, and deleted that from the metadata file in my dumpdir and
> continued til it worked.
>

I've also got a patched version of the import tool that should deal 
with this cleanly. It should be out within the next several days



> - -Doug
>
> - --
> Douglas E. Warner         Network Engineer
> CTI/PAdotNET         http://ctinetworks.com        +1 717 975 9000
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> =d7cG
> -----END PGP SIGNATURE-----
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
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From mailbag at anothernet.com  Thu Feb 12 15:06:26 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Thu, 12 Feb 2004 15:06:26 -0500
Subject: [rt-users] Initiating a ticket
Message-ID: 

I need to initiate a ticket with the e-mail address of the requestor being
that of a customer.  The idea is to begin an exchange with this customer,
keeping track of each volley.

When I created a ticket, the e-mail address I provided (the customer's)
received the Autoreply message, as if it had been the customer who initiated
the conversation.  This is not what I need.

The objective is to send out an e-mail, with a ticket number, initiated by
me, to the customer's e-mail address, so the message the customer gets is
the e-mail itself, not the Autoreply.

Is this confusing?  Is it doable?

Thanks!

Chago




From jritchie at bible.edu  Thu Feb 12 15:25:34 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Thu, 12 Feb 2004 15:25:34 -0500
Subject: [rt-users] Initiating a ticket
In-Reply-To: 
References: 
Message-ID: <20040212152534.4a8db62e.jritchie@bible.edu>

Adolfo Santiago scripted ::

>I need to initiate a ticket with the e-mail address of the requestor being
>that of a customer.  The idea is to begin an exchange with this customer,
>keeping track of each volley.
>
>When I created a ticket, the e-mail address I provided (the customer's)
>received the Autoreply message, as if it had been the customer who initiated
>the conversation.  This is not what I need.
>
>The objective is to send out an e-mail, with a ticket number, initiated by
>me, to the customer's e-mail address, so the message the customer gets is
>the e-mail itself, not the Autoreply.
>
>Is this confusing?  Is it doable?

Seems like what you need to do is rewrite the Autoreply message to your own
default message confirming the receipt of the ticket. Is that what you mean?

JSR/


From jim.rowan at starcore-dsp.com  Thu Feb 12 15:26:34 2004
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Thu, 12 Feb 2004 14:26:34 -0600
Subject: [rt-users] Initiating a ticket
Message-ID: 

If you want this behavior all the time, or all the time in this queue:
You can change the autoreply message, (or delete the scrip entirely).

Otherwise, you could create the ticket, THEN add the customer on as
requestor, and enter your message as a "reply".




From su at su2.info  Thu Feb 12 16:00:33 2004
From: su at su2.info (Stephan Uhlmann)
Date: Thu, 12 Feb 2004 22:00:33 +0100
Subject: [rt-users] Sub Queues
In-Reply-To: 
References: 
Message-ID: <200402122200.35186.su@su2.info>

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


Just wanted to throw in a "me too".

I was astonished that there is such a multitude (and in the beginning 
confusing) of possibilities how to manage users (e.g. set permissions 
globally or per queue or per user, group users, group groups of users etc.) 
but that there is no way to group queues.

I have the problem, that I want to define the same custom fields on a lot of 
queues but not all. Now I can either go through all these queues one by one 
or add all customs fields globally and tell people to ignore them on some 
queues. Bu that's not nice.

Cheers,
Stephan
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From julien at bestpractical.com  Thu Feb 12 15:53:52 2004
From: julien at bestpractical.com (Linda Julien)
Date: Thu, 12 Feb 2004 15:53:52 -0500 (EST)
Subject: [rt-users] [rt-announce] RTIR 1.0.4 now available - Fixes XSS
	vulnerability]
Message-ID: <20040212205352.6AF3A113FE@pallas.eruditorum.org>


I'm pleased to announce that RT for Incident Response 1.0.4 is now
available at:

   http://www.fsck.com/pub/rt/release/rtir-1-0-4.tar.gz 

This version fixes a cross-site scripting vulnerability reported on 9
February 2004.  This issue, described in ticket #5249, involved the
display of user-entered subject lines as non-escaped html.  The issue
is described in detail here (login as "guest" with password "guest"):

   http://rt3.fsck.com/Ticket/Display.html?id=5249

We strongly encourage all sites currently running RTIR to upgrade to
this release.  Many thanks to Vytautas Krakauskas from LitNET NOC CERT
(vytautas at litnet.lt) for reporting this XSS issue.

This version of RTIR also features significant performance
improvements, and the addition of the requestor in the main page
listing of unlinked incident reports.

Bug fixes include:

- no HTML escaping on pre-populated information for new incidents and
  investigations

- stealing an incident, incident report, investigation, or block
  produces the proper owner for all related tickets

- 'About RTIR' link only appears when the user is inside of RTIR

- The DutyTeam group receives ShowTemplate permissions by default, for
  easier use of the Scripted Action tool.

Best,
Linda Julien
Best Practical
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-announce


From bill at daze.net  Thu Feb 12 17:24:19 2004
From: bill at daze.net (bill at daze.net)
Date: Thu, 12 Feb 2004 14:24:19 -0800 (PST)
Subject: [rt-users] Re: Initiating a ticket
In-Reply-To: <20040212212441.E446A1141D@pallas.eruditorum.org>
References: <20040212212441.E446A1141D@pallas.eruditorum.org>
Message-ID: <20040212142007.J79384@droid.daze.net>


> I need to initiate a ticket with the e-mail address of the requestor being
> that of a customer.  The idea is to begin an exchange with this customer,
> keeping track of each volley.

See the thread from last week starting here:
http://lists.fsck.com/pipermail/rt-users/2004-February/020464.html

The AnyTransactionSource scrip is described here:
http://lists.fsck.com/pipermail/rt-users/2003-January/011452.html

I haven't implemented AnyTransactionSource yet but it should do exactly
what we both want to do.

Regards,
Bill



From daveroyer at scoutis.com  Thu Feb 12 17:28:48 2004
From: daveroyer at scoutis.com (Dave Royer)
Date: Thu, 12 Feb 2004 16:28:48 -0600
Subject: [rt-users] RT Upgrade...now incorrect db username
Message-ID: 

I just tried upgrading RT from 3.0.2 to 3.0.8.  After the upgrade I am
getting the dreaded "internal server error".  Looking at the mySQL server
logs, RT is trying to connect to my database using the wrong username.  

(I've tried searching the archives and google but haven't found anything
yet.)

The mysql log file has:
040212 16:14:12     399 Connect     Access denied for user: 'yes at localhost'
(Using password: YES)

The problem is, in my RT_SiteConfig.pm (and RT_Config.pm) I have defined the
following:

Set($DatabaseUser , 'rt3user');
Set($DatabasePassword , '');
Set($DatabaseName , 'rt3');
Set($DatabaseType , 'mysql');
Set($DatabaseHost   , 'localhost');

I ran rt-test-dependancies prior to the upgrade and it updated DBI (I
believe) but that was it.

Any suggestions?  I'm really racking my brain on this and am out of ideas.

Thanks,

Dave


From mailbag at anothernet.com  Thu Feb 12 22:48:02 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Thu, 12 Feb 2004 22:48:02 -0500
Subject: [rt-users] Initiating a ticket
In-Reply-To: 
Message-ID: 

(I thought I had posted this... guess not...)

That did the trick!  Basically:

- Create a ticket with no requestor (this keeps it from autoreplying); add a
description of what the issue is.
- Change the ticket's requestor to the customer's e-mail address.
- Enter a "reply" that contains the original message to be sent out.

Chago

> -----Original Message-----
> From: Jim Rowan [mailto:jim.rowan at starcore-dsp.com]
> Sent: Thursday, February 12, 2004 3:27 PM
> To: Adolfo Santiago; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Initiating a ticket
>
>
> If you want this behavior all the time, or all the time in this queue:
> You can change the autoreply message, (or delete the scrip entirely).
>
> Otherwise, you could create the ticket, THEN add the customer on as
> requestor, and enter your message as a "reply".
>
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From jrowling at lineone.net  Fri Feb 13 00:07:47 2004
From: jrowling at lineone.net (John Rowling)
Date: Fri, 13 Feb 2004 13:07:47 +0800
Subject: [rt-users] Autogen password autoreply template
Message-ID: 

Hi all,

  I started using RT a couple of days ago and it has so far proved to be an 
excellent and easy system to use. I saw the autogen template posted by 
Jesse
and decided to use it but I'm seeing a strange effect. Occasionally a user 
will see not only their own userid and password in the autoreply email, but
also the userid and password of the user who opened a ticket just before 
them, if that user also triggered the autogen part of the template.

  Is this a known problem, and is there any way to prevent it happening?

Thanks...

John Rowling


From jesse at bestpractical.com  Fri Feb 13 00:12:48 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 00:12:48 -0500
Subject: [rt-users] Autogen password autoreply template
In-Reply-To: 
References: 
Message-ID: <20040213051248.GJ10803@fsck.com>


> them, if that user also triggered the autogen part of the template.
> 
>  Is this a known problem, and is there any way to prevent it happening?

It's not a known problem. Can you send us the template you're using?

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

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


From jrowling at lineone.net  Fri Feb 13 00:30:42 2004
From: jrowling at lineone.net (John Rowling)
Date: Fri, 13 Feb 2004 13:30:42 +0800
Subject: [rt-users] Autogen password autoreply template
In-Reply-To: 
References: 
	<20040213051248.GJ10803@fsck.com>
	
Message-ID: 

Hi Jesse,

  That was a mighty quick response ;-) The full template is included
below - it's pretty much the same as the one you posted apart from some
minor text changes. There may be a syntax error in there; the version I
saw in the maillist had some bad character translation in it. I've tried
it both global and queue-specific.

Thanks

JR


<-- cut here -->
Subject: AutoReply: {$Ticket->Subject}


Greetings,

This message has been automatically generated in response to the
creation of a helpdesk call:
         "{$Ticket->Subject()}",
a summary of which appears below.

There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include this string
in the subject line of all future correspondence about this issue.

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;


if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
     (!$Transaction->CreatorObj->Privileged) &&
     ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
     ) {

         my $user = RT::User->new($RT::SystemUser);
         $user->Load($Transaction->CreatorObj->Id);
         my ($stat, $pass) = $user->SetRandomPassword();

         if (!$stat) {
                 $OUT .=
"An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.";

         }

$out .= "
You can check the current status and history of your requests at:

         ".$RT::WebURL."

When prompted, enter the following username and password:

         Username: ".$user->Name."
         Password: ".$pass."
";
}
}

                         Thank you.
                         {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}
<-- cut here -->


From jesse at bestpractical.com  Fri Feb 13 00:45:07 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 00:45:07 -0500
Subject: [rt-users] Autogen password autoreply template
In-Reply-To: 
References: 
	<20040213051248.GJ10803@fsck.com>
	
	
Message-ID: 

The $out there should be an $OUT, I believe



From dag at dynasim.se  Fri Feb 13 01:21:29 2004
From: dag at dynasim.se (Dag Bruck)
Date: Fri, 13 Feb 2004 07:21:29 +0100
Subject: [rt-users] Binary attachment transformed (and damaged)
Message-ID: <200402130621.i1D6LTj02522@net.dynasim.se>

> I'm going to take a wild guess that you're not running perl 5.8.3.
> It turns out that using MIME-Tools with perl and unicode tickles a
> bug in the perl core that's broken in all releases before 5.8.3

That is indeed true. Shouldn't the RT installation procedure require
perl 5.8.3 then?

Dag Br?ck
Dynasim AB, Sweden


From MCYIP at mtr.com.hk  Fri Feb 13 01:22:04 2004
From: MCYIP at mtr.com.hk (Raymond Man Chun Yip)
Date: Fri, 13 Feb 2004 14:22:04 +0800
Subject: [rt-users] Extract ticket transaction to RTFM WikiText custom field
Message-ID: 

Is it possible to directly extract a ticket transaction into a Wikitext custom field of an article?  Today only custom fields of TextSingle are allowed.

Regards,

Raymond


Take the MTR. Enjoy More Time For Life. 


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From jesse at bestpractical.com  Fri Feb 13 01:34:36 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 01:34:36 -0500
Subject: [rt-users] Binary attachment transformed (and damaged)
In-Reply-To: <200402130621.i1D6LTj02522@net.dynasim.se>
References: <200402130621.i1D6LTj02522@net.dynasim.se>
Message-ID: 


On Feb 13, 2004, at 1:21 AM, Dag Bruck wrote:

>> I'm going to take a wild guess that you're not running perl 5.8.3.
>> It turns out that using MIME-Tools with perl and unicode tickles a
>> bug in the perl core that's broken in all releases before 5.8.3
>
> That is indeed true. Shouldn't the RT installation procedure require
> perl 5.8.3 then?

RT 3.0.8 came out before Perl 5.8.3, but yes, that should probably be 
updated.

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



From brian.scanlan at redbrick.dcu.ie  Fri Feb 13 04:23:06 2004
From: brian.scanlan at redbrick.dcu.ie (Brian Scanlan)
Date: Fri, 13 Feb 2004 09:23:06 +0000
Subject: [rt-users] Sub Queues
In-Reply-To: <20040212175310.GC10803@fsck.com>
References: <200402121738.18680.cerion@terpsichore.ws>
	<20040212175001.GB3892@jacobian.MIT.EDU>
	<20040212175310.GC10803@fsck.com>
Message-ID: <20040213092306.GA2806@carbon.redbrick.dcu.ie>

On Thu, Feb 12, 2004 at 12:53:10PM -0500, Jesse Vincent wrote:
> I can't promise anything, but I'd really love to see a clear spec from
> folks interested in subqueues for how they'd work and what they'd do.

Queue "Groups" would be very cool. It'd be nice to assign user/group
rights to an entire "Queue Group" or "sub-queue set".

Brian.
-- 
"If you do boring, stupid monotonous work, chances are you'll end up boring,
stupid and monotonous."


From pape-rt at inf.fu-berlin.de  Fri Feb 13 04:44:21 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Fri, 13 Feb 2004 10:44:21 +0100
Subject: [rt-users] Sub Queues
In-Reply-To: <20040213092306.GA2806@carbon.redbrick.dcu.ie>
References: <200402121738.18680.cerion@terpsichore.ws>
	<20040212175001.GB3892@jacobian.MIT.EDU>	<20040212175310.GC10803@fsck.com>
	<20040213092306.GA2806@carbon.redbrick.dcu.ie>
Message-ID: <2147483647.1076669061@eremix>

Hello,

--Am Freitag, 13. Februar 2004 9:23 Uhr +0000 schrieb Brian Scanlan 
:

> Queue "Groups" would be very cool. It'd be nice to assign user/group
> rights to an entire "Queue Group" or "sub-queue set".

yes, allthough all these nice additional features make right granting less 
transparent.

I have done something different which was helpful for me nd is "somewhat" 
complemantary to "queue groups".

I wanted to assign different "admins" and "dispatchers" to some queues and 
found that I needed "right groups" for that (admins shall admin custom 
keywords of a queue and ACLs, what AdminCCs should not), dispatcher should 
only be able to target a queue with tickets.

Since "right groups" are roles, I found out how to implement additional 
Queue-Roles (besides AdminCc and Cc) and make them visible and configurable 
by the web-interface.

If there is enough interest, I would polish this up some day, and make a 
patch/feature proposal.

Dirk.


From josea.fabregas at ciemat.es  Fri Feb 13 06:01:16 2004
From: josea.fabregas at ciemat.es (Jose A. Fabregas Reyes)
Date: Fri, 13 Feb 2004 12:01:16 +0100
Subject: [rt-users] another EX_TEMPFAIL SUMMARY (OK)
In-Reply-To: 
Message-ID: 


1) cd /.../rt3/share/html/REST/1.0/NoAuth/
   cp mail-gateway mail-gateway.html

2) cd /.../rt3/bin/
   vi rt-mailgate (change line 443:
my $full_url = $opts{'url'}. "/REST/1.0/NoAuth/mail-gateway";
for this line:
my $full_url = $opts{'url'}. "/REST/1.0/NoAuth/mail-gateway.html";

have a good day

----------------------------------

-----Mensaje original-----
De: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]En nombre de Jose A.
Fabregas Reyes
Enviado el: mi?rcoles, 11 de febrero de 2004 8:13
Para: rt-users at lists.bestpractical.com
Asunto: [rt-users] another EX_TEMPFAIL



My versions:

  . RedHat 10 (fedora)
  . rt-3-0-8
  . mysql-3.23.58-4
  . httpd-2.0.47-10
  . perl-5.8.1-92
  . mod_perl-1.99_09-10

my rt was working fine, except "rmrsh"; for example mails from outlook or
from unix: always that use rt-mailgate (=> rmrsh). The error in
/var/log/maillog:


[root at webrt2 I18N]# Feb 10 09:44:55 webrt2 sendmail[31831]: i1A8itC2031831:
from=, size=489, class=0, nrcpts=1,
msgid=<0HSV02Q031MJ7U at hermes.ciemat.es>, proto=ESMTP, daemon=MTA,
relay=hermes.ciemat.es [130.206.11.6]
Feb 10 09:44:55 webrt2 sendmail[31832]: i1A8itC2031831:
to="|/soft/rt3/bin/rt-mailgate --queue \\"Servidores centrales y estaciones
UNIX\\" --action correspond --url http://webrt2.ciemat.es:8080/",
ctladdr= (8/0), delay=00:00:00,
xdelay=00:00:00, mailer=prog, pri=30712, dsn=4.0.0, stat=Deferred: prog
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

If I debug:

cat prueba |/soft/rt3/bin/rt-mailgate --queue general --action
correspond --url http://webrt2.ciemat.es:8080/ --debug
Connecting to http://webrt2.ciemat.es:8080//REST/1.0/NoAuth/mail-gateway at
/soft/rt3/bin/rt-mailgate line 444, <> chunk 1.
%# BEGIN LICENSE BLOCK
%#
%# Copyright (c) 1996-2003 Jesse Vincent 
%#
%# (Except where explictly superceded by other copyright notices)
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
%# General Public License for more details.
%#
%# Unless otherwise specified, all modifications, corrections or
%# extensions to this work which alter its source code become the
%# property of Best Practical Solutions, LLC when submitted for
%# inclusion in the work.
%#
%#
%# END LICENSE BLOCK
<%ARGS>
$message
$queue => 1
$action => "correspond"
$ticket => undef

<%init>
use RT::Interface::Email;
my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS);

<%flags>
inherit => undef # inhibit UTF8 conversion done in /autohandler

% if ($status == -75 ) {
temporary failure
% }
%    elsif ($status == 1) {ok
%        if ( $Ticket->Id ) {
Ticket: <% $Ticket->Id %>
Queue: <% $Ticket->QueueObj->Name %>
Owner: <% $Ticket->OwnerObj->Name %>
Status: <% $Ticket->Status %>
Subject: <% $Ticket->Subject %>
Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %>
%        }
% }   else {
not ok - <%$error%>
% }
RT server error.

The RT server which handled your email did not behave as expected. It
said:

%# BEGIN LICENSE BLOCK
%#
%# Copyright (c) 1996-2003 Jesse Vincent 
%#
%# (Except where explictly superceded by other copyright notices)
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
%# General Public License for more details.
%#
%# Unless otherwise specified, all modifications, corrections or
%# extensions to this work which alter its source code become the
%# property of Best Practical Solutions, LLC when submitted for
%# inclusion in the work.
%#
%#
%# END LICENSE BLOCK
<%ARGS>
$message
$queue => 1
$action => "correspond"
$ticket => undef

<%init>
use RT::Interface::Email;
my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway(\%ARGS);

<%flags>
inherit => undef # inhibit UTF8 conversion done in /autohandler

% if ($status == -75 ) {
temporary failure% }
%    elsif ($status == 1) {
ok
%        if ( $Ticket->Id ) {
Ticket: <% $Ticket->Id %>
Queue: <% $Ticket->QueueObj->Name %>
Owner: <% $Ticket->OwnerObj->Name %>
Status: <% $Ticket->Status %>
Subject: <% $Ticket->Subject %>
Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %>
%        }
% }   else {
not ok - <%$error%>
% }


anybody has any idea? thanks in advance,
_______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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



From jritchie at bible.edu  Fri Feb 13 08:09:50 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Fri, 13 Feb 2004 08:09:50 -0500
Subject: [rt-users] Postfix + RT3 Guide
In-Reply-To: <1076543032.30164.34.camel@NevDull.int.vexcel.com>
References: <20040209163846.5449213a.jritchie@bible.edu>
	<6.0.1.1.0.20040209143724.02435c40@iwapps4.iwapps.com>
	<20040210085936.1cde762d.jritchie@bible.edu>
	<4028EB6B.1050107@lyon.cemagref.fr>
	<20040210151545.77521358.jritchie@bible.edu>
	<1076456272.6574.51.camel@NevDull.int.vexcel.com>
	<20040211120117.7667e224.jritchie@bible.edu>
	<1076543032.30164.34.camel@NevDull.int.vexcel.com>
Message-ID: <20040213080950.03660689.jritchie@bible.edu>

I've got mail going out! Not sure how, I just came in and it was working. Now I
just need to get the mail to go to the box correctly.

JSR/

Dean Brissinger scripted ::

>On Wed, 2004-02-11 at 10:01, Josiah Ritchie wrote:
>
>
>
>I think the following link in master.conf enables smtp. Correct?
>
>smtp      inet  n       -       n       -       -       smtpd -v
>
>Yep.  You can test this + the firewall by telnetting to port 25 from the
>machine you're trying to send mail from.  You should get a SMTP server
>talking to you.
>
>
>
>
>I'm trying to get iptables to shutdown. Is iptables -F sufficient to
>remove any
>
>block it might have?
>
>Not sure.  (Check the man page)  But if the above telnet test hangs
>indefinitely, you have the port blocked.  If you get a message that the
>port doesn't answer, you don't have SMTP running.
>
>
>
>
>This is set as follows:
>
>mydestination = $myhostname, localhost.$mydomain rt.$mydomain
>it.$mydomain
>
>That should be fine.
>
>
>
>I'm getting the following in my error_log, but I don't think it's
>related and so
>
>I'm putting it off till I get this solved.
>
>
>
>[Mon Feb  9 22:18:04 2004] [crit]: Trying to check RT::FM::Class rights
>for an 
>
>unspecified RT::FM::Class (/opt/rt3/lib/RT/Principal_Overlay.pm:355)
>
>
>I don't think that's from the mail stuff unless it's called by the mail
>portion of RT (might be).  If your newly acquired knowledge about
>Exchange (thank ya Bruce) doesn't help you you might try fixing this
>first.  Then tackling your mail problem.


From les at futuresource.com  Fri Feb 13 08:33:39 2004
From: les at futuresource.com (Les Mikesell)
Date: Fri, 13 Feb 2004 07:33:39 -0600
Subject: [rt-users] Sub Queues
In-Reply-To: <20040213092306.GA2806@carbon.redbrick.dcu.ie>
References: <200402121738.18680.cerion@terpsichore.ws>
	<20040212175001.GB3892@jacobian.MIT.EDU>
	<20040212175310.GC10803@fsck.com>
	<20040213092306.GA2806@carbon.redbrick.dcu.ie>
Message-ID: <1076679219.20224.5.camel@les-home.futuresource.com>

On Fri, 2004-02-13 at 03:23, Brian Scanlan wrote:
> On Thu, Feb 12, 2004 at 12:53:10PM -0500, Jesse Vincent wrote:
> > I can't promise anything, but I'd really love to see a clear spec from
> > folks interested in subqueues for how they'd work and what they'd do.
> 
> Queue "Groups" would be very cool. It'd be nice to assign user/group
> rights to an entire "Queue Group" or "sub-queue set".

That could save some time.  I avoid some of the grunge work by
putting all the users in groups and only assigning group
permissions on the queues and in cases where there the
admincc's match an existing system email group (which is
often the case here) I create a dummy user with the list
as the email address for the entry in watchers.  There is
a side effect of this that people get email copies of their
own changes, but my users seem to prefer it that way.

---
  Les Mikesell
   les at futuresource.com




From laas.toom at eenet.ee  Fri Feb 13 08:55:12 2004
From: laas.toom at eenet.ee (Laas Toom)
Date: Fri, 13 Feb 2004 15:55:12 +0200
Subject: [rt-users] RT3 email commands
Message-ID: <20040213135512.GC46081@eenet.ee>


Hello,

We just installed RT at our site and would like support to email commands.

I searched through archive and found out that in RT 1 there were commands like %RT 

and for RT2 there was enhanced-mailgate.

But i tried the enhanced-mailgate with RT3 and it just kept giving me errors (like GetCurrentUser not imported by RT::Interface::Email etc).


Is there any way  RT3 could be configured to accept email commands (the %RT  way would be nice - why was this dropped in RT2 and 3?)

These commands could really speed up our work, because for now our staff uses their mailboxes (some pine, mutt, some Mozilla or Eudora) and none of them would apreciate if i told them that from now on you have to use webbrowser to communicate to clients.


Also, i'm not sure whether it could be a problem, but i think that '%RT take' is more polite than 'RT-Owner: user' command, because when two people concurrently attempt to take a ticket, one of them should fail, but when setting status, they can do it sequently and thus end up in a mess (not knowing that the other tried to take the ticket first).

So is there a solution that could offer us email command interface?


Best,
Laas Toom



From khera at kcilink.com  Fri Feb 13 09:31:31 2004
From: khera at kcilink.com (Vivek Khera)
Date: Fri, 13 Feb 2004 09:31:31 -0500
Subject: [rt-users] Initiating a ticket
In-Reply-To: 
References: 
Message-ID: <50EF2250-5E31-11D8-A28A-000A9578CFCC@kcilink.com>


On Feb 12, 2004, at 10:48 PM, Adolfo Santiago wrote:

> That did the trick!  Basically:
>
> - Create a ticket with no requestor (this keeps it from autoreplying); 
> add a
> description of what the issue is.
> - Change the ticket's requestor to the customer's e-mail address.
> - Enter a "reply" that contains the original message to be sent out.
>

We have a special queue for this: one with no autoreply.  we create the 
ticket using the return address we want, then switch the queue if 
necessary.

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Vivek Khera, Ph.D.                MailerMailer, LLC     Rockville, MD
http://www.MailerMailer.com/                     +1-301-869-4449 x806



From m-liebman at northwestern.edu  Fri Feb 13 10:47:28 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 13 Feb 2004 10:47:28 -0500
Subject: [rt-users] Locale::Maketext::Guts error on Fedora
In-Reply-To: <5.2.1.1.2.20040212125017.02028120@po14.mit.edu>
References: <20040211201653.GA13970@SDF.LONESTAR.ORG>
	<5.2.1.1.2.20040212125017.02028120@po14.mit.edu>
Message-ID: <20040213154728.GB29396@SDF.LONESTAR.ORG>

On Thu, Feb 12, 2004 at 12:53:25PM -0500, Stephen Turner wrote:
> At 03:16 PM 2/11/2004 -0500, Michael S. Liebman wrote:
> >Intermittently, I am getting an "Insecure dependency in eval while
> >running setgid" error from Locale::Maketext::Guts.
[snip happens]
> We just had the same thing happen - our RT administrator fixed
> the problem by "blowing away the mason cache".

Hmm. Nothing in my mason cache, but then again the problem isn't
manifesting itself right now.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From dojo at dojo.net  Fri Feb 13 10:50:14 2004
From: dojo at dojo.net (Antti Niittymaa)
Date: Fri, 13 Feb 2004 17:50:14 +0200 (EET)
Subject: [rt-users] moving from rt2 to rt3 fails
Message-ID: 


Hello

i have following problem:

dumpin rt2 database works fine from me but when i try
import stuff to new rt3 machine dumpfile-to-3.0 gives following
errors:

[foo at bar data]# ./dumpfile-to-rt-3.0 dump3
Importing users

Importing groups
gggggr[Fri Feb 13 15:36:32 2004] [crit]: 1
(/opt/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Feb 13 15:36:32 2004] [crit]: Can't load a principal for id
(/opt/rt3/lib/RT/ACE_Overlay.pm:885)
r[Fri Feb 13 15:36:32 2004] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:884)
[Fri Feb 13 15:36:32 2004] [crit]: Can't load a principal for id
(/opt/rt3/lib/RT/ACE_Overlay.pm:885)

[Repeat this many many times]

after this it seems to import all the tickets but no users are imported
and tickets arent shown correctly with web GUI but they still
exists in db


i've installed latests modules from CPAN to both machines
old one is 7.0 redhat and the new machine is RHEL 3.0

any help would be more than welcome

thanks in advance

regards,
	Antti Niittymaa


From jesse at bestpractical.com  Fri Feb 13 11:07:03 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 11:07:03 -0500
Subject: [rt-users] [rt-announce] RT2 to RT3 1.23
Message-ID: 

A new version of the RT2 to RT 3 migration tool is available. This 
version handles links to deleted tickets better and provides more 
verbose error reporting on common error conditions.

You can download it from 
http://download.bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz

	Best,
	Jesse Vincent
	Best Practical
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_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-announce

From m-liebman at northwestern.edu  Fri Feb 13 11:20:53 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 13 Feb 2004 11:20:53 -0500
Subject: [rt-users] Sub Queues
In-Reply-To: <200402121738.18680.cerion@terpsichore.ws>
References: <200402091835.47061.cerion@terpsichore.ws>
	<200402101526.29333.cerion@terpsichore.ws>
	<20040211193441.GA25898@SDF.LONESTAR.ORG>
	<200402121738.18680.cerion@terpsichore.ws>
Message-ID: <20040213162053.GC29396@SDF.LONESTAR.ORG>

On Thu, Feb 12, 2004 at 05:38:18PM +0100, Cerion Armour-Brown wrote:
> Hmm. I can see the usefulness, particularly because CF's in a queue wouldn't 
> be good past one level, e.g.
> Bug queue
>  - ProjX -> Module_a, Module_b
>  - ProjY -> Module_r, Module_s
> So we could make a CF for 'Projects', but not 'Modules' (we could, but v. 
> messy)
> Hence group with parent tickets instead.
> 
> But _only_ a searching convenience?!

Ok. I misunderstood what kind of CF you were going to create. A CF
that defines the type of work package (e.g., docs, testing,
refactoring) would probably be just a searching convienience. One that
defines the parent would be necessary for searching currently if you
go to multiple depths.

> As you say, you could get to the tickets via the parent, but that precludes 
> any other searching on those tickets.
> How could I then say:
> "Find all open bugs under project_x, module_a, under my ownership"

I think we are talking about two different things. I would set up
queues differently for project management and issue tracking. My issue
tracking queues have CFs defined for application and module. My
project tracking queues rely on links.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From m-liebman at northwestern.edu  Fri Feb 13 11:23:47 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 13 Feb 2004 11:23:47 -0500
Subject: [rt-users] Sub Queues
In-Reply-To: <20040212175310.GC10803@fsck.com>
References: <200402121738.18680.cerion@terpsichore.ws>
	<20040212175001.GB3892@jacobian.MIT.EDU>
	<20040212175310.GC10803@fsck.com>
Message-ID: <20040213162347.GD29396@SDF.LONESTAR.ORG>

On Thu, Feb 12, 2004 at 12:53:10PM -0500, Jesse Vincent wrote:
> I can't promise anything, but I'd really love to see a clear spec from
> folks interested in subqueues for how they'd work and what they'd do.

Not that we are voting, but I'm -1 for subqueues and +1 for enhancing
the linking facility. I don't think yet another heirachy is a good
idea. Things are complex enough. Also, linking gives you greater
flexibility and versatility in your relationships between "things."

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From mailbag at anothernet.com  Fri Feb 13 12:17:47 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Fri, 13 Feb 2004 12:17:47 -0500
Subject: [rt-users] Optional quoting of previous message
Message-ID: 

Hello once again!

Is there a way to select whether or not a previous message is quoted in a
message about to be sent?

We can have some pretty long conversations with some of our customers and
our practice (before implementing RT) was to keep the entire conversation on
each e-mail.  With RT, that's not very practical, as it would just make the
history listing extremely long.

We'd like to select whether we want to quote or not, with the choice maybe
being quoting the message we are replying to.

Thanks!

Chago




From ben at vintela.com  Fri Feb 13 12:34:14 2004
From: ben at vintela.com (Ben Bush)
Date: Fri, 13 Feb 2004 10:34:14 -0700
Subject: [rt-users] RTFM permissions
Message-ID: <402D0A96.2070907@vintela.com>

I am having trouble restricting permissions in rtfm to read only. I 
allow a group to see the class, but not create new articles. I, however, 
can still login and create a new article in the class that I can see. I 
am unable to modify the article after. I am running rtfm 2.0.2

Thanks for any help.

Ben Bush



From cerion at terpsichore.ws  Fri Feb 13 12:37:06 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Fri, 13 Feb 2004 18:37:06 +0100
Subject: [rt-users] Sub Queues... -> RT deployment examples?
In-Reply-To: <20040213162053.GC29396@SDF.LONESTAR.ORG>
References: <200402091835.47061.cerion@terpsichore.ws>
	<200402121738.18680.cerion@terpsichore.ws>
	<20040213162053.GC29396@SDF.LONESTAR.ORG>
Message-ID: <200402131837.06726.cerion@terpsichore.ws>

On Friday 13 February 2004 17:20, Michael S. Liebman wrote:
[snip]
> Ok. I misunderstood what kind of CF you were going to create. A CF
> that defines the type of work package (e.g., docs, testing,
> refactoring) would probably be just a searching convienience. One that
> defines the parent would be necessary for searching currently if you
> go to multiple depths.
[snip]
> I think we are talking about two different things. I would set up
> queues differently for project management and issue tracking. My issue
> tracking queues have CFs defined for application and module. My
> project tracking queues rely on links.

I see - so how do you manage multiple levels in your issue tracking?
Or do you simply find it's not necessary?
To answer Jesse Vincent, I'd need to know if I want sub-queues, which I'm not 
certain I do!  Simple logic says they'd be good, but perhaps this is flawed - 
I'd like to know how people manage without them!
My trouble is I've never used a system like this... perhaps what I really need 
is a project management course ;)

In the meantime, however... would anyone out there mind giving some examples 
of their own RT setup?

I'm sure they'd be many and varied - RT is marvelously tweakable! - however, I 
think this would really help me get to grips with the possibilities (and many 
others, looking at some of the questions on this list)
Maybe worth then taking the most graphical examples of these and bundling them 
with RT?

Oh, one more thing - how hard would it be to add the code for 'search by 
parent'?

Cheers,
Cerion



From seph at directionless.org  Fri Feb 13 12:36:27 2004
From: seph at directionless.org (seph)
Date: Fri, 13 Feb 2004 12:36:27 -0500
Subject: [rt-users] Re: Optional quoting of previous message
In-Reply-To:  (Adolfo
	Santiago's message of "Fri, 13 Feb 2004 12:17:47 -0500")
References: 
Message-ID: 

> Is there a way to select whether or not a previous message is quoted in a
> message about to be sent?

I'm not quite sure what you're asking.

You can adjust the templates as appropriate.

You can delete the quoted text from your email.

>From the web user interface, if you click the ticket's reply button,
you don't even start with quoted text. (in contrast to clicking the
message's reply button)

seph


From mailbag at anothernet.com  Fri Feb 13 12:43:34 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Fri, 13 Feb 2004 12:43:34 -0500
Subject: [rt-users] RE: Optional quoting of previous message
In-Reply-To: 
Message-ID: 

OK... call me an idiot...  I never noticed the "Reply" option at the top of
the ticket... I only saw the one each individual message has.

I'm going back to the manual...

Thanks!

Chago


> -----Original Message-----
> From: seph [mailto:seph at directionless.org]
> Sent: Friday, February 13, 2004 12:36 PM
> To: Adolfo Santiago
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: Optional quoting of previous message
>
>
> > Is there a way to select whether or not a previous message is
> quoted in a
> > message about to be sent?
>
> I'm not quite sure what you're asking.
>
> You can adjust the templates as appropriate.
>
> You can delete the quoted text from your email.
>
> >From the web user interface, if you click the ticket's reply button,
> you don't even start with quoted text. (in contrast to clicking the
> message's reply button)
>
> seph
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From jesse at bestpractical.com  Fri Feb 13 12:47:55 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 12:47:55 -0500
Subject: [rt-users] [rt-announce] RT 3.0.9 - Performance Enhancements and
	Oracle support
Message-ID: 

I'm pleased to announce the immediate availability of RT 3.0.9. This  
version includes a new, tested port to Oracle 9iR2, as well as a number  
of significant performance improvements.

Download it today:

http://download.bestpractical.com/pub/rt/release/rt-3-0-9.tar.gz


RT 3.0.9 requires DBIx::SearchBuilder 0.97 which was just released to  
CPAN. This version is identical to the 0.97_02 development release.  
That development release is available at:

    
http://search.cpan.org/CPAN/authors/id/J/JE/JESSE/DBIx-SearchBuilder 
-0.97_02.tar.gz


This is the last version of RT that will be developed using aegis. From  
now on, we'll be using Subversion.  You can find out more about  
subversion at http://subversion.tigris.org.

You can get access to the latest RT sources with the 'svn' tool and the  
following command:

svn co svn://svn.bestpractical.com/bps-public/rt/trunk rt-trunk

Our Subversion repository is publicly browsable at:

	http://svn.bestpractical.com/viewcvs.cgi/rt/trunk/




Jesse



rt.3.D000, C0, jesse, Thu Mar 13 20:43:23 2003, RT: Request Tracker,  
branch 3.0.
     RT: Request Tracker, branch 3.0.

     Change Delta  Brief Description
      399    332	  Searching for role groups generated queries that were  
way too
		  complex
       48    333	  First cut at new oracle code from Netzah
      501    334	  Adding UTF8 support for oracle; Oracle install  
instructions;
		  searchbuilder dep bumped; bumping to 3.0.9pre2
      502    335	  Deleted tickets should never be found in searches
      503    336	  #5212	 Unicode issues with incoming mail with a  
charset or
		  encoding of UTF-8 (caps)
      500    337	  Reversing our no-cache pragmas, since IE can't cope  
with them
		  over SSL
      506    338	  A couple of perf fixes from autrijus which _require_
		  SearchBuilder 0.97. Reduces long ticket display by 30%
      509    340	  RT now uses progressive rendering by default AND no  
longer
		  blocks the load of the CSS sheet; 3.0.9pre4
      511    341	  Optimizing column loads from autrijus' new column  
load patches
      513    343	  More performance work listing ticket Attachments
      515    344	  Turning off autoflush for ticket attachments so we  
can a
		  content type
      516    345	  #5178: Use less verbose html for ticket history
      518    347	  Improved next/prev handling for merged tickets
      519    348	  Bumping to 3.0.9 - Noting preference for perl 5.8.3
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_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-announce

From jesse at bestpractical.com  Fri Feb 13 12:54:46 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 12:54:46 -0500
Subject: [rt-users] [rt-announce] Re: RT 3.0.9 - Performance Enhancements
	and Oracle support
In-Reply-To: 
References: 
Message-ID: <20040213175446.GN10803@fsck.com>

(as an aside, the PGP signature on that message was broken due to being
passed through mailman twice)

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-announce


From andy at petdance.com  Fri Feb 13 13:08:22 2004
From: andy at petdance.com (Andy Lester)
Date: Fri, 13 Feb 2004 12:08:22 -0600
Subject: [rt-users] [rt-announce] RT 3.0.9 - Performance Enhancements and
	Oracle support
In-Reply-To: 
References: 
Message-ID: <20040213180822.GA19604@petdance.com>

> I'm pleased to announce the immediate availability of RT 3.0.9. This 
> version includes a new, tested port to Oracle 9iR2, as well as a number 
> of significant performance improvements.   

Is the Oracle stuff 9i-specific, or is that just the only one you've
tested it on?  We're running 8.1.7 and I'd be glad to test it on there
if you'd like, especially if it means I could ditch my mysql setup.

xoa


-- 
Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance


From jesse at bestpractical.com  Fri Feb 13 13:09:53 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 13:09:53 -0500
Subject: [rt-users] [rt-announce] RT 3.0.9 - Performance Enhancements and
	Oracle support
In-Reply-To: <20040213180822.GA19604@petdance.com>
References: 
	<20040213180822.GA19604@petdance.com>
Message-ID: <20040213180953.GO10803@fsck.com>




On Fri, Feb 13, 2004 at 12:08:22PM -0600, Andy Lester wrote:
> > I'm pleased to announce the immediate availability of RT 3.0.9. This 
> > version includes a new, tested port to Oracle 9iR2, as well as a number 
> > of significant performance improvements.   
> 
> Is the Oracle stuff 9i-specific, or is that just the only one you've
> tested it on?  We're running 8.1.7 and I'd be glad to test it on there
> if you'd like, especially if it means I could ditch my mysql setup.

Well, aside from the fact that 8 doesn't support LIKE searches on CLOBs
or ANSI left-join syntax, it might work. I'd love to hear a report, but
I strongly suspect the report will be "it's broken."

> 
> xoa
> 
> 
> -- 
> Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance
> 

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


From jmccarty at scoe.org  Fri Feb 13 13:49:03 2004
From: jmccarty at scoe.org (Joseph McCarty)
Date: Fri, 13 Feb 2004 10:49:03 -0800
Subject: [rt-users] rt3 root password
Message-ID: <001e01c3f262$0ced9740$5611000a@ms.scoe.org>

I found a post from last July on the issue of manually creating a new rt3
root password in MYSQL, there was no reply.  Perhaps someone can help me out
now.

I've executed in the RT3 MYSQL database:

UPDATE Users SET Password = MD5('password') WHERE Name = 'root'

As the person in July found, the resulting encrypted password is longer than
passwords created via the Web TR3 interface.  The new password doesn't work.
The MSQL output showing passwords:

mysql> SELECT id, Name, Password FROM Users;
+------+------------------------------+----------------------------------+
| id   | Name                         | Password                         |
+------+------------------------------+----------------------------------+
|    1 | RT_System                 | *NO-PASSWORD*                    |
|   10 | Nobody                     | *NO-PASSWORD*                    |
|   12 | root                            | 5f4dcc3b5aa765d61d8327deb882cf99
|
|   22 | jmccarty                     | dxUPniEK8E+G4ImIIlaDTg           |
|   24 | plaherty                      | jKHp/hFtIuOlphEJCi14+w           |
|   26 | jschiller                      | 0Z0TgI1E3i2QGHJJv4yNcA           |

What to do?

Thanks,

Joe McCarty



From su at su2.info  Fri Feb 13 13:55:29 2004
From: su at su2.info (Stephan Uhlmann)
Date: Fri, 13 Feb 2004 19:55:29 +0100
Subject: [rt-users] howto stay logged in and force owner change?
In-Reply-To: <200402102006.52557.su@su2.info>
References: <200402101549.26091.su@su2.info>
	<20040210172624.GA15174@SDF.LONESTAR.ORG>
	<200402102006.52557.su@su2.info>
Message-ID: <200402131955.29498.su@su2.info>

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

On Tuesday 10 February 2004 20:06, Stephan Uhlmann wrote:
> Then I have a new problem. When I want to add a watcher to a queue I get
> the error message "Group not found". Sometimes. On most queues it works.
> But on some queues not.

Just as an follow up to my problem... The queues in question were created by 
somebody who added them directly in the MySQL database table instead of using 
RT. Ugh :-(

I deleted the queues in MySQL and created them again in RT and now I can add 
watchers just fine.


Stephan
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Version: GnuPG v1.2.2 (GNU/Linux)

iD8DBQFALR2h0TAeRPnvmyERAndfAKCbmFT/wgilawxHOpgzrLGwqW0gZQCdFrLp
Px8yRRc7XqwW8L1mhLbUZYY=
=OxgK
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From rt-users at umpquanet.com  Fri Feb 13 14:02:39 2004
From: rt-users at umpquanet.com (James Long)
Date: Fri, 13 Feb 2004 11:02:39 -0800
Subject: [rt-users] Re: How to get email to admin-cc upon resolve?
In-Reply-To: 
References: <20040212054304.GA54573@ns.museum.rain.com>
	
Message-ID: <20040213190239.GA62468@ns.museum.rain.com>

On Thu, Feb 12, 2004 at 07:34:14AM -0500, seph wrote:
> > I have RT set up to set a certain address as the admin-cc watcher on all
> > tickets.  The goal is to have all replies and comments cc'ed to that mailbox.
> > It works fine, except that it appears that when a resolve entry is made
> > (with no comment entered), the note saying the ticket has been resolved
> > is sent to the requestor, but not the admin-cc.
> 
> What are your scrips?
> 
> seph


Thanks for the pointer.  I have never tweaked them, but when I went in
as root to Config / Global / Scrips I saw how to change the list of
who is notified at the time the ticket is resolved.

Thank you again.



From william.george at vonage.com  Fri Feb 13 14:14:41 2004
From: william.george at vonage.com (William George)
Date: Fri, 13 Feb 2004 14:14:41 -0500
Subject: [rt-users] Sub Queues
Message-ID: 

But no means "complete specs", but my $.02 on "subqueues".

On a couple of the ticketing systems I've worked on, the queues are aligned to the organizational groups that use them. These groups tended to perform "subtasks" that seem to correspond to subqueues. It's not a matter of hierarchy or ease/efficiency of implementation, but more of a problem of better alignment to how people actually use these systems.

I'd like to point out that the subqueues are important to members of the group that use the queue. A Sales queue might be a good example: You've got qualified leads, unqualified leads, possible orders from current customers, callbacks, etc. If they are organized as such, one can assign someone to "do callbacks" and expect that they will know what Tickets you're talking about. To almost everyone else in the organization there's just 50 tickets in the sales queue.

I've been viewing these subqueues as being implemented with a keyword (custom field) in a queue; so as to not impact any of the reports and ACLs.

I'm guessing that the only major impact is in the "home page" quicksearch display.  There is a minor impact in the basics display to move it to another queue (needs to attach the keyword). I'm leaning towards only showing subqueues to members of certain groups, and not allowing email creation in these groups (internal groups only).

Alright, maybe thats $.04 worth!

Bill George
RT Plumbing and Heating
Vonage


From ah30 at harrisonfamily.com  Fri Feb 13 14:28:22 2004
From: ah30 at harrisonfamily.com (Andy Harrison)
Date: Fri, 13 Feb 2004 14:28:22 -0500
Subject: [rt-users] rt3 root password
In-Reply-To: <001e01c3f262$0ced9740$5611000a@ms.scoe.org>
References: <001e01c3f262$0ced9740$5611000a@ms.scoe.org>
Message-ID: <20040213142822.55a28dac@andy>


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On Fri, 13 Feb 2004 10:49:03 -0800, Joseph McCarty wrote
Subject: "[rt-users] rt3 root password"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


> 
> mysql> SELECT id, Name, Password FROM Users;
> +------+------------------------------+----------------------------------+
> | id   | Name                         | Password                         |
> +------+------------------------------+----------------------------------+
> |    1 | RT_System                 | *NO-PASSWORD*                    |
> |   10 | Nobody                     | *NO-PASSWORD*                    |
> |   12 | root                            | 5f4dcc3b5aa765d61d8327deb882cf99
> |
> |   22 | jmccarty                     | dxUPniEK8E+G4ImIIlaDTg           |
> |   24 | plaherty                      | jKHp/hFtIuOlphEJCi14+w           |
> |   26 | jschiller                      | 0Z0TgI1E3i2QGHJJv4yNcA           |
> 
> What to do?

Probably not the best idea to post this publically....

Since you probably know the password for user jmccarty, try using the
same value for the root pw.

-- 
Andy Harrison
(full headers for details)



From andy at petdance.com  Fri Feb 13 14:45:37 2004
From: andy at petdance.com (Andy Lester)
Date: Fri, 13 Feb 2004 13:45:37 -0600
Subject: [rt-users] [rt-announce] RT 3.0.9 - Performance Enhancements and
	Oracle support
In-Reply-To: <20040213180953.GO10803@fsck.com>
References: 
	<20040213180822.GA19604@petdance.com>
	<20040213180953.GO10803@fsck.com>
Message-ID: <20040213194537.GA19721@petdance.com>

> Well, aside from the fact that 8 doesn't support LIKE searches on CLOBs
> or ANSI left-join syntax, it might work. I'd love to hear a report, but
> I strongly suspect the report will be "it's broken."

It does support contains(), though, if you have the InterMedia indices
turned on.

What does the ANSI left-join syntax look like?  I've seen a bunch, but I
don't know which is ANSI.

xao

-- 
Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance


From bill at daze.net  Fri Feb 13 14:56:37 2004
From: bill at daze.net (bill at daze.net)
Date: Fri, 13 Feb 2004 11:56:37 -0800 (PST)
Subject: [rt-users] Re: Initiating a ticket
In-Reply-To: <20040213094450.58F751145E@pallas.eruditorum.org>
References: <20040213094450.58F751145E@pallas.eruditorum.org>
Message-ID: <20040213105746.Y94882@droid.daze.net>

> That did the trick!  Basically:
>
> - Create a ticket with no requestor (this keeps it from autoreplying); add a
> description of what the issue is.
> - Change the ticket's requestor to the customer's e-mail address.
> - Enter a "reply" that contains the original message to be sent out.

That is what we have been doing for the last year.  But no more.  I just
got around to installing the AnyTransactionSource ScripCondition and now I
can do exactly what you wanted:

- Create a ticket with the requestor set to the customer's e-mail address;
specify the subject and enter your message.

The Scrip will send the correspondence to the requestor upon ticket
creation.  This eliminates the other steps you and others have specified.

I have documented the process in the RTWiki at
http://wiki.bestpractical.com/cgi-bin/index.cgi?AnyTransactionSource

Enjoy!

- Bill Gerrard


--
 <=> ASK and you shall receive <=>



From jesse at bestpractical.com  Fri Feb 13 16:01:20 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 16:01:20 -0500
Subject: [rt-users] [rt-announce] RT 3.0.9 - Performance Enhancements and
	Oracle support
In-Reply-To: <20040213194537.GA19721@petdance.com>
References: 
	<20040213180822.GA19604@petdance.com>
	<20040213180953.GO10803@fsck.com>
	<20040213194537.GA19721@petdance.com>
Message-ID: <20040213210120.GV10803@fsck.com>




On Fri, Feb 13, 2004 at 01:45:37PM -0600, Andy Lester wrote:
> > Well, aside from the fact that 8 doesn't support LIKE searches on CLOBs
> > or ANSI left-join syntax, it might work. I'd love to hear a report, but
> > I strongly suspect the report will be "it's broken."
> 
> It does support contains(), though, if you have the InterMedia indices
> turned on.
> 
> What does the ANSI left-join syntax look like?  I've seen a bunch, but I
> don't know which is ANSI.

http://www.dba-oracle.com/art_sql_iso_99.htm  see "LEFT OUTER JOIN"


> 
> xao
> 
> -- 
> Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From randy at baymountain.com  Fri Feb 13 16:13:41 2004
From: randy at baymountain.com (Randy Franklin)
Date: Fri, 13 Feb 2004 16:13:41 -0500
Subject: [rt-users] Question about Encode::Compat
Message-ID: <7FED22C3-5E69-11D8-B2EE-000393BD6DE6@baymountain.com>

Hi,

I have a question regarding Encode::Compat.  I am running the following:

RedHat-7.3
Apache 1.3.27 from RedHat
mod_perl 1.26 from RedHat
RT 3.0.8
perl 5.6.1 from RedHat
mysql 3.23.56 from RedHat
Encode::Compat 0.05

I have all of the necessary modules loaded and everything has been 
working wonderfully for some time.  During this month of February, 
which is during a leap year, I get following error every know and again 
when I load a page in RT:

error: Unsupported conversion: Invalid argument at 
/usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115.

 From everything I've read up to now I know I should be running perl 
5.8, but I was wondering if the Encode error is due to this being a 
leap year month?  Does anyone think the problem will go away on March 
1, 2004?

According to http://rt.cpan.org/NoAuth/Bug.html?id=3657 this is a known 
problem.

I would like to avoid upgrading perl for a little while, since this 
system is in production; I know I will have to upgrade soon.  I was 
wondering if this is something that I should expect will be broken from 
here on out with my configuration.

Thanks!

--Randy



From autrijus at autrijus.org  Fri Feb 13 16:48:24 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sat, 14 Feb 2004 05:48:24 +0800
Subject: [rt-users] Question about Encode::Compat
In-Reply-To: <7FED22C3-5E69-11D8-B2EE-000393BD6DE6@baymountain.com>
References: <7FED22C3-5E69-11D8-B2EE-000393BD6DE6@baymountain.com>
Message-ID: <20040213214824.GA2643@not.autrijus.org>

On Fri, Feb 13, 2004 at 04:13:41PM -0500, Randy Franklin wrote:
> Encode::Compat 0.05

0.06 is now on PAUSE and available from
    http://aut.dyndns.org/dist/Encode-compat-0.06.tar.gz

I _think_ it addresses the problem reported, but testing is appreciated.
It's my bedtime now, so I won't be able to process feedback until 11
hours later. :-)

Thanks,
/Autrijus/
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From JGarbarino at nsbgroup.com  Fri Feb 13 17:39:44 2004
From: JGarbarino at nsbgroup.com (Jose Garbarino)
Date: Fri, 13 Feb 2004 17:39:44 -0500
Subject: [rt-users] apache permission denied
Message-ID: <9EB4129CCB85D411AE980000BC1175B6142EB0F9@mail1.sts-systems.ca>

Apache newbie question here:
 
I've installed rt on debian using the
debian package request-tracker3,
everything works fine on the host box,
however every time I try to log in from a remote box
I get permission denied. I know it must be something in the apache - rt
setup. My WebPath is setup as "", WebBaseURL = http://RT:localhost
 
 
Is there something wrong with the above? I've read about the www-data user -
Am I supposed to add this ? - the debian package install makes no mention of
it...
 
Help!!!
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From randy at baymountain.com  Fri Feb 13 18:55:37 2004
From: randy at baymountain.com (Randy Franklin)
Date: Fri, 13 Feb 2004 18:55:37 -0500
Subject: [rt-users] Question about Encode::Compat
In-Reply-To: <20040213214824.GA2643@not.autrijus.org>
References: <7FED22C3-5E69-11D8-B2EE-000393BD6DE6@baymountain.com>
	<20040213214824.GA2643@not.autrijus.org>
Message-ID: <1F17492B-5E80-11D8-B2EE-000393BD6DE6@baymountain.com>

Thank you so much!  I installed the new module and reloading selected 
RT pages 50 times has failed to produce the UTF error.  I think we're 
good!

--Randy


On Feb 13, 2004, at 4:48 PM, Autrijus Tang wrote:

> On Fri, Feb 13, 2004 at 04:13:41PM -0500, Randy Franklin wrote:
>> Encode::Compat 0.05
>
> 0.06 is now on PAUSE and available from
>     http://aut.dyndns.org/dist/Encode-compat-0.06.tar.gz
>
> I _think_ it addresses the problem reported, but testing is 
> appreciated.
> It's my bedtime now, so I won't be able to process feedback until 11
> hours later. :-)
>
> Thanks,
> /Autrijus/



From max at ebrary.com  Fri Feb 13 20:15:22 2004
From: max at ebrary.com (Max Riz)
Date: Fri, 13 Feb 2004 17:15:22 -0800
Subject: [rt-users] Exporting / Importing databases Or,
 Moving from 3.0.2 on sparc, to 3.0.8 on intel.
Message-ID: <402D76AA.2000109@ebrary.com>


  Good day,


  Here's my story.

  My company, has a currently running instance of rt 3.0.2, on a Solaris 
Sparc machine. It has a large number of tickets in it, and is getting
to be rather slow. It has been decided that the simplest way to improve
speed, was to move to faster hardware, in this case x86.

  To that end, I have set up a dual-x86 machine, with RedHat Linux 9,
and a functional, if unconfigured version of RT 3.0.8. All good so far.


  Now the trick is to migrate the data from the old instance (3.0.2 on
solaris/sparc) to the new instance (3.0.8 on Linux/x86). Are there any
currently existing tools to perform the database migration? Should we
just do a MySQL (our db) database dump, and then try to import it on
the new machine? Has someone done a similar migration before with some
measure of success?


  I have read the PDF document, and googled the mailing list but I have
not found a solution. There exist procedures, scripts and stories of
2 -> 3 migrations, but not much on 3.X -> 3.Y.


  Thanks in adavance!

-- 
-max;



From mrz at intelenet.net  Fri Feb 13 21:28:00 2004
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 13 Feb 2004 18:28:00 -0800
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
Message-ID: <001b01c3f2a2$2bff4800$0a16160a@desktop>


Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
(from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from 3.0.8 to
3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache 1.3.28
with mod_ssl.

I'm now seeing the following errors:

[Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) > kids (2) at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
[Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) > kids (3) at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
[Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) > kids (2) at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
[Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) > kids (2) at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.


This is causing random broken images and sometimes broken webrt.css (like
it's not even being spit out).

Restarting Apache cleans things up only momentary.  After a short time I see
the following:

Attempt to free temp prematurely: SV 0x90ae8ec at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 819.

Attempt to free unreferenced scalar: SV 0x90a37f4 at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm line
112.


The webui shows:

System error

error:  panic: DBI active kids (3) > kids (2) at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 410.

context:  ...
406:  delete $bhash->{'value'};
407:  $sth->bind_param($bind_idx+1, undef, $bhash );
408:  }
409:  }
410:  unless ( $sth->execute(@bind_values) ) {
411:  if ($DEBUG) {
412:  die "$self couldn't execute the query
'$QueryString'"
413:  . $self->dbh->errstr . "\n";
414:
...

code stack:
 /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm:110
/opt/rt3/lib/RT/Record.pm:225
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
/opt/rt3/lib/RT/CurrentUser.pm:251
/opt/rt3/share/html/autohandler:169

raw error


panic: DBI active kids (3) > kids (2) at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 410.


Trace begun at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
line 131
HTML::Mason::Exceptions::rethrow_exception('panic: DBI
active kids (3) > kids (2) at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 410.^J') called at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
line 410
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x927919c)',
'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
line 899
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x91435f4)',
'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
line 819
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
'Name', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
line 110
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x91
435f4)',
'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
225
RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
'Name', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
line 769
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x91435f4)',
'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
line 251
RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
'dpark') called at /opt/rt3/share/html/autohandler line
169
HTML::Mason::Commands::__ANON__('pass', 'change',
'user', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92c013
8)',
'pass', 'change', 'user', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
1057
eval
{...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
'pass', 'change', 'user', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
1056
HTML::Mason::Request::comp(undef, undef, undef, 'pass',
'change', 'user', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
331
eval {...}(undef, undef, undef, 'pass', 'change',
'user', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
331
eval {...}(undef, undef, undef, 'pass', 'change',
'user', 'dpark') called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
290
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9564f
a4)')
called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
line 134
eval
{...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0x9564fa4)')
called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x9322bec)',
'Apache=SCALAR(0x93228e0)') called at
/opt/rt3/bin/webmux.pl line 134
eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
'Apache=SCALAR(0x93228e0)') called at
/opt/rt3/bin/webmux.pl line 134
RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
/dev/null line 0
eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
line 0



--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From peter.hein at wright.edu  Fri Feb 13 21:57:12 2004
From: peter.hein at wright.edu (peter.hein at wright.edu)
Date: Fri, 13 Feb 2004 21:57:12 -0500
Subject: [rt-users] rt and Mac OSX panther server
Message-ID: <402EE03D@mailserv66>

My adventures with OS X Panther and rt

After a couple of re-installs of the os and variations on compiling and 
installing I come to the list of 
wisdom for guidance. I have read about problems with DBI and DBD perl modules 
with Panther - 
along with lines of threaded versions vs non threaded. I have also read of 
problems using gcc3 
instead of gcc2 when compiling the modules. I have gone through the 
perl/threaded-darwin../ env 
config change. This fixed some issues while breaking others. I was able to 
force install DBI - by 
hand, but it never worked quite right and DBD still never installed. In fact 
for the life of me I can't 
get these two to work in any way. It seems there is a dark road to travel to 
get these components to 
run under Panther.

I have a dual-1.25G4 Panther Server 10.3.2 all updates. I have compile my own 
Apache 1.3.x, and 
installed MySQl 4.x and they work fine. It is this perl issue that keeps 
beating me down. While I 
don't usually noodle under the hood everyday, I don't get lost when I get in 
the trenches - until now 
!?!

Is it worth fighting this battle? I have read, it seems, that most/some people 
have it running on 
10.2.8. Does this make installation easier due to earlier versions of 
software? I don't mind using 
10.2.8 if this issue clear up. I do have a license for Jaguar Server at the 
office.

Thank you for your advice.
-Peter

Peter N. Hein
Wright State University - CaTS - Network Services
Macintosh Software Specialist II
peter.hein at wright.edu
voice: 937.775.4949




From peter.hein at wright.edu  Fri Feb 13 22:03:02 2004
From: peter.hein at wright.edu (peter.hein at wright.edu)
Date: Fri, 13 Feb 2004 22:03:02 -0500
Subject: [rt-users] rt and Mac OSX Panther server
Message-ID: <402EE2F2@mailserv66>

My adventures with OS X Panther and rt

After a couple of re-installs of the os and variations on compiling and 
installing I come to the list of 
wisdom for guidance. I have read about problems with DBI and DBD perl modules 
with Panther - 
along with lines of threaded versions vs non threaded. I have also read of 
problems using gcc3 
instead of gcc2 when compiling the modules. I have gone through the 
perl/threaded-darwin../ env 
config change. This fixed some issues while breaking others. I was able to 
force install DBI - by 
hand, but it never worked quite right and DBD still never installed. In fact 
for the life of me I can't 
get these two to work in any way. It seems there is a dark road to travel to 
get these components to 
run under Panther.

I have a dual-1.25G4 Panther Server 10.3.2 all updates. I have compile my own 
Apache 1.3.x, and 
installed MySQl 4.x and they work fine. It is this perl issue that keeps 
beating me down. While I 
don't usually noodle under the hood everyday, I don't get lost when I get in 
the trenches - until now 
!?!

Is it worth fighting this battle? I have read, it seems, that most/some people 
have it running on 
10.2.8. Does this make installation easier due to earlier versions of 
software? I don't mind using 
10.2.8 if this issue clear up. I do have a license for Jaguar Server at the 
office.

Peter N. Hein
Wright State University - CaTS - Network Services
Macintosh Software Specialist II
peter.hein at wright.edu
voice: 937.775.4949




From mrz at intelenet.net  Fri Feb 13 22:14:39 2004
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 13 Feb 2004 19:14:39 -0800
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
References: <001b01c3f2a2$2bff4800$0a16160a@desktop>
Message-ID: <011701c3f2a8$b28c1be0$0a16160a@desktop>

To further my woes, I backed out to 3.0.8 and DBIx::SearchBuilder 0.96, and
reinstalled Redhat 8.0's perl-5.8.0-88.3.

I'm left with a semi-working system that can no longer display ticket
content. .

error:  Can't locate object method "Columns" via package "RT::Attachments"
at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.

context:  ...
62:  my %documents;
63:  my $transactions = $Ticket->Transactions();
64:  while (my $trans = $transactions->Next()) {
65:  my $attachments = $trans->Attachments();
66:  while (my $attach = $attachments->Next()) {
67:  next unless ($attach->Filename());
68:  # most recent at the top
69:  unshift (@{$documents{$attach->Filename}}, $attach);
70:  }
...

code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
/opt/rt3/share/html/Ticket/Elements/ShowSummary:68
/opt/rt3/share/html/Ticket/Display.html:33
/opt/rt3/share/html/autohandler:195


Help?

----- Original Message ----- 
From: "matthew zeier" 
To: 
Sent: Friday, February 13, 2004 6:28 PM
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9


>
> Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
> (from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from 3.0.8
to
> 3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache 1.3.28
> with mod_ssl.
>
> I'm now seeing the following errors:
>
> [Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) > kids (2)
at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> [Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) > kids (3)
at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> [Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) > kids (2)
at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> [Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) > kids (2)
at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
>
>
> This is causing random broken images and sometimes broken webrt.css (like
> it's not even being spit out).
>
> Restarting Apache cleans things up only momentary.  After a short time I
see
> the following:
>
> Attempt to free temp prematurely: SV 0x90ae8ec at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 819.
>
> Attempt to free unreferenced scalar: SV 0x90a37f4 at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm line
> 112.
>
>
> The webui shows:
>
> System error
>
> error:  panic: DBI active kids (3) > kids (2) at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> line 410.
>
> context:  ...
> 406:  delete $bhash->{'value'};
> 407:  $sth->bind_param($bind_idx+1, undef, $bhash );
> 408:  }
> 409:  }
> 410:  unless ( $sth->execute(@bind_values) ) {
> 411:  if ($DEBUG) {
> 412:  die "$self couldn't execute the query
> '$QueryString'"
> 413:  . $self->dbh->errstr . "\n";
> 414:
> ...
>
> code stack:
>  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm:110
> /opt/rt3/lib/RT/Record.pm:225
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
> /opt/rt3/lib/RT/CurrentUser.pm:251
> /opt/rt3/share/html/autohandler:169
>
> raw error
>
>
> panic: DBI active kids (3) > kids (2) at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> line 410.
>
>
> Trace begun at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
> line 131
> HTML::Mason::Exceptions::rethrow_exception('panic: DBI
> active kids (3) > kids (2) at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> line 410.^J') called at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> line 410
> DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x927919c)',
> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> line 899
>
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x91435f4)',
> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> line 819
> DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> 'Name', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
> line 110
>
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x91
> 435f4)',
> 'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
> 225
> RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> 'Name', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> line 769
> DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x91435f4)',
> 'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
> line 251
> RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
> 'dpark') called at /opt/rt3/share/html/autohandler line
> 169
> HTML::Mason::Commands::__ANON__('pass', 'change',
> 'user', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
> line 134
>
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92c013
> 8)',
> 'pass', 'change', 'user', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> 1057
> eval
> {...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
> 'pass', 'change', 'user', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> 1056
> HTML::Mason::Request::comp(undef, undef, undef, 'pass',
> 'change', 'user', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> 331
> eval {...}(undef, undef, undef, 'pass', 'change',
> 'user', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> 331
> eval {...}(undef, undef, undef, 'pass', 'change',
> 'user', 'dpark') called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> 290
>
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9564f
> a4)')
> called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> line 134
> eval
> {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
> called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> line 134
>
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
> er=HASH(0x9564fa4)')
> called at
> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> line 792
>
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
> 0x9322bec)',
> 'Apache=SCALAR(0x93228e0)') called at
> /opt/rt3/bin/webmux.pl line 134
> eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
> 'Apache=SCALAR(0x93228e0)') called at
> /opt/rt3/bin/webmux.pl line 134
> RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
> /dev/null line 0
> eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
> line 0
>
>
>
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From mrz at intelenet.net  Fri Feb 13 22:20:25 2004
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 13 Feb 2004 19:20:25 -0800
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
References: <001b01c3f2a2$2bff4800$0a16160a@desktop>
	<011701c3f2a8$b28c1be0$0a16160a@desktop>
Message-ID: <012e01c3f2a9$7ff826f0$0a16160a@desktop>

Commenting out ShowAttachments from ShowSummary has temporarily given me a
working system.

If anyone has any insights as to what I broke, how I broke it and how to fix
it, I'd be most gratious.

----- Original Message ----- 
From: "matthew zeier" 
To: 
Sent: Friday, February 13, 2004 7:14 PM
Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9


> To further my woes, I backed out to 3.0.8 and DBIx::SearchBuilder 0.96,
and
> reinstalled Redhat 8.0's perl-5.8.0-88.3.
>
> I'm left with a semi-working system that can no longer display ticket
> content. .
>
> error:  Can't locate object method "Columns" via package "RT::Attachments"
> at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.
>
> context:  ...
> 62:  my %documents;
> 63:  my $transactions = $Ticket->Transactions();
> 64:  while (my $trans = $transactions->Next()) {
> 65:  my $attachments = $trans->Attachments();
> 66:  while (my $attach = $attachments->Next()) {
> 67:  next unless ($attach->Filename());
> 68:  # most recent at the top
> 69:  unshift (@{$documents{$attach->Filename}}, $attach);
> 70:  }
> ...
>
> code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
> /opt/rt3/share/html/Ticket/Elements/ShowSummary:68
> /opt/rt3/share/html/Ticket/Display.html:33
> /opt/rt3/share/html/autohandler:195
>
>
> Help?
>
> ----- Original Message ----- 
> From: "matthew zeier" 
> To: 
> Sent: Friday, February 13, 2004 6:28 PM
> Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>
>
> >
> > Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
> > (from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from 3.0.8
> to
> > 3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache
1.3.28
> > with mod_ssl.
> >
> > I'm now seeing the following errors:
> >
> > [Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) > kids
(2)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > [Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) > kids
(3)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > [Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) > kids (2)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > [Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) > kids
(2)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> >
> >
> > This is causing random broken images and sometimes broken webrt.css
(like
> > it's not even being spit out).
> >
> > Restarting Apache cleans things up only momentary.  After a short time I
> see
> > the following:
> >
> > Attempt to free temp prematurely: SV 0x90ae8ec at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 819.
> >
> > Attempt to free unreferenced scalar: SV 0x90a37f4 at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
line
> > 112.
> >
> >
> > The webui shows:
> >
> > System error
> >
> > error:  panic: DBI active kids (3) > kids (2) at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410.
> >
> > context:  ...
> > 406:  delete $bhash->{'value'};
> > 407:  $sth->bind_param($bind_idx+1, undef, $bhash );
> > 408:  }
> > 409:  }
> > 410:  unless ( $sth->execute(@bind_values) ) {
> > 411:  if ($DEBUG) {
> > 412:  die "$self couldn't execute the query
> > '$QueryString'"
> > 413:  . $self->dbh->errstr . "\n";
> > 414:
> > ...
> >
> > code stack:
> >  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm:110
> > /opt/rt3/lib/RT/Record.pm:225
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
> > /opt/rt3/lib/RT/CurrentUser.pm:251
> > /opt/rt3/share/html/autohandler:169
> >
> > raw error
> >
> >
> > panic: DBI active kids (3) > kids (2) at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410.
> >
> >
> > Trace begun at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
> > line 131
> > HTML::Mason::Exceptions::rethrow_exception('panic: DBI
> > active kids (3) > kids (2) at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410.^J') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410
> > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x927919c)',
> > 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > line 899
> >
>
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x91435f4)',
> > 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > line 819
> >
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> > 'Name', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
> > line 110
> >
>
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x91
> > 435f4)',
> > 'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
> > 225
> > RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> > 'Name', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > line 769
> >
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x91435f4)',
> > 'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
> > line 251
> > RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
> > 'dpark') called at /opt/rt3/share/html/autohandler line
> > 169
> > HTML::Mason::Commands::__ANON__('pass', 'change',
> > 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
> > line 134
> >
>
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92c013
> > 8)',
> > 'pass', 'change', 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 1057
> > eval
> > {...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
> > 'pass', 'change', 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 1056
> > HTML::Mason::Request::comp(undef, undef, undef, 'pass',
> > 'change', 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 331
> > eval {...}(undef, undef, undef, 'pass', 'change',
> > 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 331
> > eval {...}(undef, undef, undef, 'pass', 'change',
> > 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 290
> >
>
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9564f
> > a4)')
> > called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > line 134
> > eval
> > {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
> > called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > line 134
> >
>
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
> > er=HASH(0x9564fa4)')
> > called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > line 792
> >
>
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
> > 0x9322bec)',
> > 'Apache=SCALAR(0x93228e0)') called at
> > /opt/rt3/bin/webmux.pl line 134
> > eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
> > 'Apache=SCALAR(0x93228e0)') called at
> > /opt/rt3/bin/webmux.pl line 134
> > RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
> > /dev/null line 0
> > eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
> > line 0
> >
> >
> >
> > --
> > matthew zeier                        | "Nothing in life is to be feared.
> > InteleNet Communications, Inc.       |  It is only to be understood."
> > (949) 784-7904                       |       - Marie Curie
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From jesse at bestpractical.com  Fri Feb 13 22:38:01 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 13 Feb 2004 22:38:01 -0500
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
In-Reply-To: <012e01c3f2a9$7ff826f0$0a16160a@desktop>
References: <001b01c3f2a2$2bff4800$0a16160a@desktop>
	<011701c3f2a8$b28c1be0$0a16160a@desktop>
	<012e01c3f2a9$7ff826f0$0a16160a@desktop>
Message-ID: <20040214033801.GG23591@fsck.com>

That sounds very much like you didn't have DBIx::SearchBuilder 0.97
installed.


On Fri, Feb 13, 2004 at 07:20:25PM -0800, matthew zeier wrote:
> Commenting out ShowAttachments from ShowSummary has temporarily given me a
> working system.
> 
> If anyone has any insights as to what I broke, how I broke it and how to fix
> it, I'd be most gratious.
> 
> ----- Original Message ----- 
> From: "matthew zeier" 
> To: 
> Sent: Friday, February 13, 2004 7:14 PM
> Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
> 
> 
> > To further my woes, I backed out to 3.0.8 and DBIx::SearchBuilder 0.96,
> and
> > reinstalled Redhat 8.0's perl-5.8.0-88.3.
> >
> > I'm left with a semi-working system that can no longer display ticket
> > content. .
> >
> > error:  Can't locate object method "Columns" via package "RT::Attachments"
> > at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.
> >
> > context:  ...
> > 62:  my %documents;
> > 63:  my $transactions = $Ticket->Transactions();
> > 64:  while (my $trans = $transactions->Next()) {
> > 65:  my $attachments = $trans->Attachments();
> > 66:  while (my $attach = $attachments->Next()) {
> > 67:  next unless ($attach->Filename());
> > 68:  # most recent at the top
> > 69:  unshift (@{$documents{$attach->Filename}}, $attach);
> > 70:  }
> > ...
> >
> > code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
> > /opt/rt3/share/html/Ticket/Elements/ShowSummary:68
> > /opt/rt3/share/html/Ticket/Display.html:33
> > /opt/rt3/share/html/autohandler:195
> >
> >
> > Help?
> >
> > ----- Original Message ----- 
> > From: "matthew zeier" 
> > To: 
> > Sent: Friday, February 13, 2004 6:28 PM
> > Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
> >
> >
> > >
> > > Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
> > > (from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from 3.0.8
> > to
> > > 3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache
> 1.3.28
> > > with mod_ssl.
> > >
> > > I'm now seeing the following errors:
> > >
> > > [Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) > kids
> (2)
> > at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > > [Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) > kids
> (3)
> > at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > > [Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) > kids (2)
> > at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > > [Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) > kids
> (2)
> > at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > >
> > >
> > > This is causing random broken images and sometimes broken webrt.css
> (like
> > > it's not even being spit out).
> > >
> > > Restarting Apache cleans things up only momentary.  After a short time I
> > see
> > > the following:
> > >
> > > Attempt to free temp prematurely: SV 0x90ae8ec at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 819.
> > >
> > > Attempt to free unreferenced scalar: SV 0x90a37f4 at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
> line
> > > 112.
> > >
> > >
> > > The webui shows:
> > >
> > > System error
> > >
> > > error:  panic: DBI active kids (3) > kids (2) at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > > line 410.
> > >
> > > context:  ...
> > > 406:  delete $bhash->{'value'};
> > > 407:  $sth->bind_param($bind_idx+1, undef, $bhash );
> > > 408:  }
> > > 409:  }
> > > 410:  unless ( $sth->execute(@bind_values) ) {
> > > 411:  if ($DEBUG) {
> > > 412:  die "$self couldn't execute the query
> > > '$QueryString'"
> > > 413:  . $self->dbh->errstr . "\n";
> > > 414:
> > > ...
> > >
> > > code stack:
> > >  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm:110
> > > /opt/rt3/lib/RT/Record.pm:225
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
> > > /opt/rt3/lib/RT/CurrentUser.pm:251
> > > /opt/rt3/share/html/autohandler:169
> > >
> > > raw error
> > >
> > >
> > > panic: DBI active kids (3) > kids (2) at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > > line 410.
> > >
> > >
> > > Trace begun at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
> > > line 131
> > > HTML::Mason::Exceptions::rethrow_exception('panic: DBI
> > > active kids (3) > kids (2) at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > > line 410.^J') called at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > > line 410
> > > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x927919c)',
> > > 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > > line 899
> > >
> >
> DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x91435f4)',
> > > 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > > line 819
> > >
> DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> > > 'Name', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
> > > line 110
> > >
> >
> DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x91
> > > 435f4)',
> > > 'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
> > > 225
> > > RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> > > 'Name', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > > line 769
> > >
> DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x91435f4)',
> > > 'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
> > > line 251
> > > RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
> > > 'dpark') called at /opt/rt3/share/html/autohandler line
> > > 169
> > > HTML::Mason::Commands::__ANON__('pass', 'change',
> > > 'user', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
> > > line 134
> > >
> >
> HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92c013
> > > 8)',
> > > 'pass', 'change', 'user', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > > 1057
> > > eval
> > > {...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
> > > 'pass', 'change', 'user', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > > 1056
> > > HTML::Mason::Request::comp(undef, undef, undef, 'pass',
> > > 'change', 'user', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > > 331
> > > eval {...}(undef, undef, undef, 'pass', 'change',
> > > 'user', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > > 331
> > > eval {...}(undef, undef, undef, 'pass', 'change',
> > > 'user', 'dpark') called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > > 290
> > >
> >
> HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9564f
> > > a4)')
> > > called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > > line 134
> > > eval
> > > {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
> > > called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > > line 134
> > >
> >
> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
> > > er=HASH(0x9564fa4)')
> > > called at
> > > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > > line 792
> > >
> >
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
> > > 0x9322bec)',
> > > 'Apache=SCALAR(0x93228e0)') called at
> > > /opt/rt3/bin/webmux.pl line 134
> > > eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
> > > 'Apache=SCALAR(0x93228e0)') called at
> > > /opt/rt3/bin/webmux.pl line 134
> > > RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
> > > /dev/null line 0
> > > eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
> > > line 0
> > >
> > >
> > >
> > > --
> > > matthew zeier                        | "Nothing in life is to be feared.
> > > InteleNet Communications, Inc.       |  It is only to be understood."
> > > (949) 784-7904                       |       - Marie Curie
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.bestpractical.com
> > > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> > >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From rjansen at vub.ac.be  Sat Feb 14 00:51:59 2004
From: rjansen at vub.ac.be (Robert Jansen)
Date: Sat, 14 Feb 2004 06:51:59 +0100 (MET)
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
In-Reply-To: <20040214033801.GG23591@fsck.com> from Jesse Vincent at "Feb 13, 
	2004 10:38:01 pm"
Message-ID: <200402140551.GAA02503@mach.vub.ac.be>

> That sounds very much like you didn't have DBIx::SearchBuilder 0.97
> installed.
> 
> 
> On Fri, Feb 13, 2004 at 07:20:25PM -0800, matthew zeier wrote:
> > Commenting out ShowAttachments from ShowSummary has temporarily given me a
> > working system.
> > 
> > If anyone has any insights as to what I broke, how I broke it and how to fix
> > it, I'd be most gratious.
> > 
> > ----- Original Message ----- 
> > From: "matthew zeier" 
> > To: 
> > Sent: Friday, February 13, 2004 7:14 PM
> > Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9



I'm having a similar problem on a sun Solaris 2.8 machine.

I was testing 3.0.9pre6 and this "Coloms" and "Attachments" error popped up.

I figured,... let's upgrade everything to the latest...

Installed perl 5.8.3, installed latest apache 1 with latest mod_perl 1.

Installed RT 3.0.9 ..... nope,... still this "Coloms" and "Attachments" error.

And yes,... Searchbuilder 0.97 is installed.


Must be something else then.

Jesse,... any hints ?

TIA




From mrz at intelenet.net  Sat Feb 14 01:04:40 2004
From: mrz at intelenet.net (matthew zeier)
Date: Fri, 13 Feb 2004 22:04:40 -0800
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
In-Reply-To: <20040214033801.GG23591@fsck.com>
References: <001b01c3f2a2$2bff4800$0a16160a@desktop>
	<011701c3f2a8$b28c1be0$0a16160a@desktop>
	<012e01c3f2a9$7ff826f0$0a16160a@desktop>
	<20040214033801.GG23591@fsck.com>
Message-ID: 


On Feb 13, 2004, at 7:38 PM, Jesse Vincent wrote:

> That sounds very much like you didn't have DBIx::SearchBuilder 0.97
> installed.
>


Right, now I don't - I backed out to 3.0.8 which only requires 0.95  
(I'm at 0.96 now).  My backout somehow screwed up my system and I can't  
do a ShowAttachments.  This, however, is better than what I had with  
3.0.9.

>
> On Fri, Feb 13, 2004 at 07:20:25PM -0800, matthew zeier wrote:
>> Commenting out ShowAttachments from ShowSummary has temporarily given  
>> me a
>> working system.
>>
>> If anyone has any insights as to what I broke, how I broke it and how  
>> to fix
>> it, I'd be most gratious.
>>
>> ----- Original Message -----
>> From: "matthew zeier" 
>> To: 
>> Sent: Friday, February 13, 2004 7:14 PM
>> Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>>
>>
>>> To further my woes, I backed out to 3.0.8 and DBIx::SearchBuilder  
>>> 0.96,
>> and
>>> reinstalled Redhat 8.0's perl-5.8.0-88.3.
>>>
>>> I'm left with a semi-working system that can no longer display ticket
>>> content. .
>>>
>>> error:  Can't locate object method "Columns" via package  
>>> "RT::Attachments"
>>> at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.
>>>
>>> context:  ...
>>> 62:  my %documents;
>>> 63:  my $transactions = $Ticket->Transactions();
>>> 64:  while (my $trans = $transactions->Next()) {
>>> 65:  my $attachments = $trans->Attachments();
>>> 66:  while (my $attach = $attachments->Next()) {
>>> 67:  next unless ($attach->Filename());
>>> 68:  # most recent at the top
>>> 69:  unshift (@{$documents{$attach->Filename}}, $attach);
>>> 70:  }
>>> ...
>>>
>>> code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
>>> /opt/rt3/share/html/Ticket/Elements/ShowSummary:68
>>> /opt/rt3/share/html/Ticket/Display.html:33
>>> /opt/rt3/share/html/autohandler:195
>>>
>>>
>>> Help?
>>>
>>> ----- Original Message -----
>>> From: "matthew zeier" 
>>> To: 
>>> Sent: Friday, February 13, 2004 6:28 PM
>>> Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>>>
>>>
>>>>
>>>> Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
>>>> (from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from  
>>>> 3.0.8
>>> to
>>>> 3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache
>> 1.3.28
>>>> with mod_ssl.
>>>>
>>>> I'm now seeing the following errors:
>>>>
>>>> [Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) >  
>>>> kids
>> (2)
>>> at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>> 410.
>>>> [Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) >  
>>>> kids
>> (3)
>>> at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>> 410.
>>>> [Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) >  
>>>> kids (2)
>>> at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>> 410.
>>>> [Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) >  
>>>> kids
>> (2)
>>> at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>> 410.
>>>>
>>>>
>>>> This is causing random broken images and sometimes broken webrt.css
>> (like
>>>> it's not even being spit out).
>>>>
>>>> Restarting Apache cleans things up only momentary.  After a short  
>>>> time I
>>> see
>>>> the following:
>>>>
>>>> Attempt to free temp prematurely: SV 0x90ae8ec at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line  
>>>> 819.
>>>>
>>>> Attempt to free unreferenced scalar: SV 0x90a37f4 at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
>> line
>>>> 112.
>>>>
>>>>
>>>> The webui shows:
>>>>
>>>> System error
>>>>
>>>> error:  panic: DBI active kids (3) > kids (2) at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>> line 410.
>>>>
>>>> context:  ...
>>>> 406:  delete $bhash->{'value'};
>>>> 407:  $sth->bind_param($bind_idx+1, undef, $bhash );
>>>> 408:  }
>>>> 409:  }
>>>> 410:  unless ( $sth->execute(@bind_values) ) {
>>>> 411:  if ($DEBUG) {
>>>> 412:  die "$self couldn't execute the query
>>>> '$QueryString'"
>>>> 413:  . $self->dbh->errstr . "\n";
>>>> 414:
>>>> ...
>>>>
>>>> code stack:
>>>>  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/ 
>>>> Cachable.pm:110
>>>> /opt/rt3/lib/RT/Record.pm:225
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
>>>> /opt/rt3/lib/RT/CurrentUser.pm:251
>>>> /opt/rt3/share/html/autohandler:169
>>>>
>>>> raw error
>>>>
>>>>
>>>> panic: DBI active kids (3) > kids (2) at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>> line 410.
>>>>
>>>>
>>>> Trace begun at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
>>>> line 131
>>>> HTML::Mason::Exceptions::rethrow_exception('panic: DBI
>>>> active kids (3) > kids (2) at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>> line 410.^J') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>> line 410
>>>> DBIx::SearchBuilder::Handle::SimpleQuery('RT:: 
>>>> Handle=HASH(0x927919c)',
>>>> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>> line 899
>>>>
>>>
>> DBIx::SearchBuilder::Record::_LoadFromSQL('RT:: 
>> CurrentUser=HASH(0x91435f4)',
>>>> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>> line 819
>>>>
>> DBIx::SearchBuilder::Record::LoadByCols('RT:: 
>> CurrentUser=HASH(0x91435f4)',
>>>> 'Name', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
>>>> line 110
>>>>
>>>
>> DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT:: 
>> CurrentUser=HASH(0x91
>>>> 435f4)',
>>>> 'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
>>>> 225
>>>> RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
>>>> 'Name', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>> line 769
>>>>
>> DBIx::SearchBuilder::Record::LoadByCol('RT:: 
>> CurrentUser=HASH(0x91435f4)',
>>>> 'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
>>>> line 251
>>>> RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
>>>> 'dpark') called at /opt/rt3/share/html/autohandler line
>>>> 169
>>>> HTML::Mason::Commands::__ANON__('pass', 'change',
>>>> 'user', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
>>>> line 134
>>>>
>>>
>> HTML::Mason::Component::run('HTML::Mason::Component:: 
>> FileBased=HASH(0x92c013
>>>> 8)',
>>>> 'pass', 'change', 'user', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>> 1057
>>>> eval
>>>> {...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
>>>> 'pass', 'change', 'user', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>> 1056
>>>> HTML::Mason::Request::comp(undef, undef, undef, 'pass',
>>>> 'change', 'user', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>> 331
>>>> eval {...}(undef, undef, undef, 'pass', 'change',
>>>> 'user', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>> 331
>>>> eval {...}(undef, undef, undef, 'pass', 'change',
>>>> 'user', 'dpark') called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>> 290
>>>>
>>>
>> HTML::Mason::Request::exec('HTML::Mason::Request:: 
>> ApacheHandler=HASH(0x9564f
>>>> a4)')
>>>> called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>> line 134
>>>> eval
>>>> {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
>>>> called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>> line 134
>>>>
>>>
>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request:: 
>> ApacheHandl
>>>> er=HASH(0x9564fa4)')
>>>> called at
>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>> line 792
>>>>
>>>
>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason:: 
>> ApacheHandler=HASH(
>>>> 0x9322bec)',
>>>> 'Apache=SCALAR(0x93228e0)') called at
>>>> /opt/rt3/bin/webmux.pl line 134
>>>> eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
>>>> 'Apache=SCALAR(0x93228e0)') called at
>>>> /opt/rt3/bin/webmux.pl line 134
>>>> RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
>>>> /dev/null line 0
>>>> eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
>>>> line 0
>>>>
>>>>
>>>>
>>>> --
>>>> matthew zeier                        | "Nothing in life is to be  
>>>> feared.
>>>> InteleNet Communications, Inc.       |  It is only to be  
>>>> understood."
>>>> (949) 784-7904                       |       - Marie Curie
>>>>
>>>> _______________________________________________
>>>> rt-users mailing list
>>>> rt-users at lists.bestpractical.com
>>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>>
>>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>>> http://fsck.com/rtfm
>>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.bestpractical.com
>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>
>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>> http://fsck.com/rtfm
>>>
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.bestpractical.com
>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at  
>> http://fsck.com/rtfm
>>
>
> -- 
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
--
matthew zeier - "Nothing in life is to be feared.  It is only to be
understood." - Marie Curie



From cubic at acronis.ru  Sat Feb 14 02:27:28 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sat, 14 Feb 2004 10:27:28 +0300
Subject: [rt-users] Sub Queues
In-Reply-To: <200402122200.35186.su@su2.info>
References: 
	<200402122200.35186.su@su2.info>
Message-ID: <402DCDE0.5010303@acronis.ru>

Stephan Uhlmann wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> 
> Just wanted to throw in a "me too".
> 
> I was astonished that there is such a multitude (and in the beginning 
> confusing) of possibilities how to manage users (e.g. set permissions 
> globally or per queue or per user, group users, group groups of users etc.) 
> but that there is no way to group queues.
> 
> I have the problem, that I want to define the same custom fields on a lot of 
> queues but not all. Now I can either go through all these queues one by one 
> or add all customs fields globally and tell people to ignore them on some 
> queues. Bu that's not nice.
I don't vote for sub queues or queues grouping, but think that it would 
be very useful to iplement in core waht Dirk Pape done with scrips.

He has patch that allow to disable global scrips on queue level, CF-s 
need it too.

RT has Scrips, CFs and Templates on global level.
This objects should have next features:
	1) Disable on queue level(Scrips, CFs)
	2) Override on queue level(Templates)

			Best regards.
> 
> Cheers,
> Stephan
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.2 (GNU/Linux)
> 
> iD8DBQFAK+ly0TAeRPnvmyERApdqAJ9DU91vJF2MO8gETs0i2l8RWSnJ+ACeO1wj
> IvVVL1MgPQSwJlfd9CDd9AM=
> =bZVX
> -----END PGP SIGNATURE-----
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From m-liebman at northwestern.edu  Sat Feb 14 08:43:25 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Sat, 14 Feb 2004 08:43:25 -0500
Subject: [rt-users] Sub Queues... -> RT deployment examples?
In-Reply-To: <200402131837.06726.cerion@terpsichore.ws>
References: <200402091835.47061.cerion@terpsichore.ws>
	<200402121738.18680.cerion@terpsichore.ws>
	<20040213162053.GC29396@SDF.LONESTAR.ORG>
	<200402131837.06726.cerion@terpsichore.ws>
Message-ID: <6.0.1.1.2.20040214083442.0398a7a0@pop.mail.yahoo.com>

At 12:37 PM 2/13/2004, Cerion Armour-Brown wrote:
>I see - so how do you manage multiple levels in your issue tracking?
>Or do you simply find it's not necessary?

I don't enforce a relationship in an issue tracking queue because, most 
often, the issues are not that critically linked. I do have CFs to make 
searching easier. I've found it is hard enough to get support staff fill in 
simple information like platform and OS when a user calls in that forcing 
much more information into a ticket is not worth it. I leave it up to 
second level support people and managers to create links between tickets 
and fill in the details of what application or component of an application 
is  affected.

>My trouble is I've never used a system like this... perhaps what I really 
>need
>is a project management course ;)

I'll be honest that most of my experience is not with RT but Remedy ARS. 
The theories are still the same. The implementation is just different. 
Project management and software engineering are different disciplines. 
Education in both (formally in project management and informally in 
software engineering) has been very enlightening for me. I found that I 
don't necessary agree with the real world applicability of some of the 
things the purists say. But, it has helped me improve the processes that I 
do use and understand a lot of what my suppliers do.

Michael

-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                 http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid" 



From patl at fusemail.com  Sat Feb 14 09:17:32 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Sat, 14 Feb 2004 08:17:32 -0600 (CST)
Subject: [rt-users] RT 3.0.9 is FAST!!!
In-Reply-To: 
References: 
Message-ID: <1499.24.202.127.244.1076768252.squirrel@www.fusemail.com>

Hi folks,

Just a word to say that RT 3.0.9 is REALLY faster than previous versions.
If you are using an older version I strongly suggest you upgrade.

Also, I strongly recommend (as does Jesse) using perl 5.8.3.  Perl
5.8.0/1/2 have Unicode handling problems that will give you headaches if
you use anything other that plain English/ASCII, and even more so on
RedHat platforms.

Anyway, keep up the good work,

Patrick


From ler at lerctr.org  Sat Feb 14 10:47:38 2004
From: ler at lerctr.org (Larry Rosenman)
Date: Sat, 14 Feb 2004 09:47:38 -0600
Subject: [rt-users] RT 3.0.9 is FAST!!!
In-Reply-To: <1499.24.202.127.244.1076768252.squirrel@www.fusemail.com>
References: 
	<1499.24.202.127.244.1076768252.squirrel@www.fusemail.com>
Message-ID: <45490000.1076773657@lerlaptop.lerctr.org>



--On Saturday, February 14, 2004 08:17:32 -0600 Patrick LeBoutillier 
 wrote:

> Hi folks,
>
> Just a word to say that RT 3.0.9 is REALLY faster than previous versions.
> If you are using an older version I strongly suggest you upgrade.
seconded.  I've NEVER seen RT3 be this fast!

Great work, Jesse!


-- 
Larry Rosenman                     http://www.lerctr.org/~ler
Phone: +1 972-414-9812                 E-Mail: ler at lerctr.org
US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749
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From cubic at acronis.ru  Sat Feb 14 12:18:19 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sat, 14 Feb 2004 20:18:19 +0300
Subject: [rt-users] [wiki] Updates and problems.
Message-ID: <402E585B.9010306@acronis.ru>

		Hello, folks.

First of all, updates:
http://wiki.bestpractical.com/cgi-bin/index.cgi?PostQuestionsHere
http://wiki.bestpractical.com/cgi-bin/index.cgi?WriteCustomAction

New article:
http://wiki.bestpractical.com/cgi-bin/index.cgi?ScripExecOrder

Check misstakes please :).

Problem:

I really want delete PostQuestionsHere page. We have ML for questions.
There is only place for FAQ not for Q with regular thread flow.

			Best regards. Ruslan.



From tim_wilson at hopkins.k12.mn.us  Sat Feb 14 12:39:35 2004
From: tim_wilson at hopkins.k12.mn.us (Tim Wilson)
Date: Sat, 14 Feb 2004 11:39:35 -0600
Subject: [rt-users] [wiki] Updates and problems.
In-Reply-To: <402E585B.9010306@acronis.ru>
Message-ID: 

I'd like to let everyone know that I've created a page called ScripRequests
(http://wiki.bestpractical.com/cgi-bin/index.cgi?ScripRequests) where you
can propose a custom scrip that you'd like and see if anyone will give help.

-Tim

-- 
Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA
ph: 952.988.4103  fax: 952.988.4311  AIM: tis270



From alesh at sportina.si  Sat Feb 14 12:58:26 2004
From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=)
Date: Sat, 14 Feb 2004 18:58:26 +0100
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
In-Reply-To: <012e01c3f2a9$7ff826f0$0a16160a@desktop>
Message-ID: <200402141758.i1EHwawX005064@ sportina.si>

Search archives for messages posted by me, for one of the RT 3.0.9 pre
versions... I had, I believe the same problem, which I solved by manually
installing DBIx::SearchBuilder 0.97 by downloading it from CPAN.
Solved my problems... I believe that was just last week!

A. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of matthew zeier
Sent: Saturday, February 14, 2004 4:20 AM
To: matthew zeier; rt-users at lists.fsck.com
Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9

Commenting out ShowAttachments from ShowSummary has temporarily given me a
working system.

If anyone has any insights as to what I broke, how I broke it and how to fix
it, I'd be most gratious.

----- Original Message ----- 
From: "matthew zeier" 
To: 
Sent: Friday, February 13, 2004 7:14 PM
Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9


> To further my woes, I backed out to 3.0.8 and DBIx::SearchBuilder 0.96,
and
> reinstalled Redhat 8.0's perl-5.8.0-88.3.
>
> I'm left with a semi-working system that can no longer display ticket
> content. .
>
> error:  Can't locate object method "Columns" via package "RT::Attachments"
> at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.
>
> context:  ...
> 62:  my %documents;
> 63:  my $transactions = $Ticket->Transactions();
> 64:  while (my $trans = $transactions->Next()) {
> 65:  my $attachments = $trans->Attachments();
> 66:  while (my $attach = $attachments->Next()) {
> 67:  next unless ($attach->Filename());
> 68:  # most recent at the top
> 69:  unshift (@{$documents{$attach->Filename}}, $attach);
> 70:  }
> ...
>
> code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
> /opt/rt3/share/html/Ticket/Elements/ShowSummary:68
> /opt/rt3/share/html/Ticket/Display.html:33
> /opt/rt3/share/html/autohandler:195
>
>
> Help?
>
> ----- Original Message ----- 
> From: "matthew zeier" 
> To: 
> Sent: Friday, February 13, 2004 6:28 PM
> Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>
>
> >
> > Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
> > (from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from 3.0.8
> to
> > 3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache
1.3.28
> > with mod_ssl.
> >
> > I'm now seeing the following errors:
> >
> > [Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) > kids
(2)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > [Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) > kids
(3)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > [Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) > kids (2)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> > [Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) > kids
(2)
> at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> >
> >
> > This is causing random broken images and sometimes broken webrt.css
(like
> > it's not even being spit out).
> >
> > Restarting Apache cleans things up only momentary.  After a short time I
> see
> > the following:
> >
> > Attempt to free temp prematurely: SV 0x90ae8ec at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 819.
> >
> > Attempt to free unreferenced scalar: SV 0x90a37f4 at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
line
> > 112.
> >
> >
> > The webui shows:
> >
> > System error
> >
> > error:  panic: DBI active kids (3) > kids (2) at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410.
> >
> > context:  ...
> > 406:  delete $bhash->{'value'};
> > 407:  $sth->bind_param($bind_idx+1, undef, $bhash );
> > 408:  }
> > 409:  }
> > 410:  unless ( $sth->execute(@bind_values) ) {
> > 411:  if ($DEBUG) {
> > 412:  die "$self couldn't execute the query
> > '$QueryString'"
> > 413:  . $self->dbh->errstr . "\n";
> > 414:
> > ...
> >
> > code stack:
> >  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm:110
> > /opt/rt3/lib/RT/Record.pm:225
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
> > /opt/rt3/lib/RT/CurrentUser.pm:251
> > /opt/rt3/share/html/autohandler:169
> >
> > raw error
> >
> >
> > panic: DBI active kids (3) > kids (2) at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410.
> >
> >
> > Trace begun at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
> > line 131
> > HTML::Mason::Exceptions::rethrow_exception('panic: DBI
> > active kids (3) > kids (2) at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410.^J') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> > line 410
> > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x927919c)',
> > 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > line 899
> >
>
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x91435f4)',
> > 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > line 819
> >
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> > 'Name', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/Cachable.pm
> > line 110
> >
>
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x91
> > 435f4)',
> > 'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
> > 225
> > RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
> > 'Name', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
> > line 769
> >
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x91435f4)',
> > 'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
> > line 251
> > RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
> > 'dpark') called at /opt/rt3/share/html/autohandler line
> > 169
> > HTML::Mason::Commands::__ANON__('pass', 'change',
> > 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
> > line 134
> >
>
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92c013
> > 8)',
> > 'pass', 'change', 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 1057
> > eval
> > {...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
> > 'pass', 'change', 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 1056
> > HTML::Mason::Request::comp(undef, undef, undef, 'pass',
> > 'change', 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 331
> > eval {...}(undef, undef, undef, 'pass', 'change',
> > 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 331
> > eval {...}(undef, undef, undef, 'pass', 'change',
> > 'user', 'dpark') called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
> > 290
> >
>
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9564f
> > a4)')
> > called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > line 134
> > eval
> > {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
> > called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > line 134
> >
>
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
> > er=HASH(0x9564fa4)')
> > called at
> > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
> > line 792
> >
>
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
> > 0x9322bec)',
> > 'Apache=SCALAR(0x93228e0)') called at
> > /opt/rt3/bin/webmux.pl line 134
> > eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
> > 'Apache=SCALAR(0x93228e0)') called at
> > /opt/rt3/bin/webmux.pl line 134
> > RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
> > /dev/null line 0
> > eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
> > line 0
> >
> >
> >
> > --
> > matthew zeier                        | "Nothing in life is to be feared.
> > InteleNet Communications, Inc.       |  It is only to be understood."
> > (949) 784-7904                       |       - Marie Curie
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>

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

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




From patl at fusemail.com  Sat Feb 14 13:51:41 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Sat, 14 Feb 2004 12:51:41 -0600 (CST)
Subject: [rt-users] [wiki] Updates and problems.
In-Reply-To: <402E585B.9010306@acronis.ru>
References: <402E585B.9010306@acronis.ru>
Message-ID: <2573.24.202.127.244.1076784701.squirrel@www.fusemail.com>

Hi,

> New article:
> http://wiki.bestpractical.com/cgi-bin/index.cgi?ScripExecOrder

This stuff is gold. Finally some light on how Scripts are processed.

Also, I will be posting instructions on compiling perl 5.8.3 on the Wiki.
5.8.3
is still faily new and many distros don't have packages for it yet.

Patrick



From JChen at paymentone.com  Sat Feb 14 14:17:13 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Sat, 14 Feb 2004 11:17:13 -0800
Subject: [rt-users] Perl 5.8.3 upgrade
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7C2@CPMAL00.corpnet.p1.local>

That would be great!   Thanks!

After trying to upgrade to 5.8.3, my RT 3.0.8 broke and upgrading to 3.0.9 did not help either. Spent a lot of hours trying to make it work and in the end worked a couple of hours to downgrade back to 5.8.0 (RH RPM).    

I did not expect upgrading perl would be such a hassle.   Maybe its because of RH9+Perl=Hassle and others are just fine. =)

Jonathan Chen

-----Original Message-----
From: Patrick LeBoutillier [mailto:patl at fusemail.com] 
Sent: Saturday, February 14, 2004 10:52 AM
To: Ruslan U. Zakirov
Cc: rt-users at fsck.com; Jonathan Chen
Subject: Re: [rt-users] [wiki] Updates and problems.

Hi,

> New article:
> http://wiki.bestpractical.com/cgi-bin/index.cgi?ScripExecOrder

This stuff is gold. Finally some light on how Scripts are processed.

Also, I will be posting instructions on compiling perl 5.8.3 on the Wiki.
5.8.3
is still faily new and many distros don't have packages for it yet.

Patrick


From mailbag at anothernet.com  Sat Feb 14 15:20:33 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Sat, 14 Feb 2004 15:20:33 -0500
Subject: [rt-users] RE: Initiating a ticket
In-Reply-To: <20040213105746.Y94882@droid.daze.net>
Message-ID: 

Bill, et al:

I'm starting to implement this (great suggestion, by the way!).  One of the
steps in the documentation is to "Create the following records in your
ScripConditions table".  Does this mean I need to go directly into the RT3
database and manually add new records to the appropriate table?

Thanks!

Chago


> -----Original Message-----
> From: bill at daze.net [mailto:bill at daze.net]
> Sent: Friday, February 13, 2004 2:57 PM
> To: rt-users at lists.bestpractical.com
> Cc: Adolfo Santiago
> Subject: Re: Initiating a ticket
>
>
> > That did the trick!  Basically:
> >
> > - Create a ticket with no requestor (this keeps it from
> autoreplying); add a
> > description of what the issue is.
> > - Change the ticket's requestor to the customer's e-mail address.
> > - Enter a "reply" that contains the original message to be sent out.
>
> That is what we have been doing for the last year.  But no more.  I just
> got around to installing the AnyTransactionSource ScripCondition and now I
> can do exactly what you wanted:
>
> - Create a ticket with the requestor set to the customer's e-mail address;
> specify the subject and enter your message.
>
> The Scrip will send the correspondence to the requestor upon ticket
> creation.  This eliminates the other steps you and others have specified.
>
> I have documented the process in the RTWiki at
> http://wiki.bestpractical.com/cgi-bin/index.cgi?AnyTransactionSource
>
> Enjoy!
>
> - Bill Gerrard
>
>
> --
>  <=> ASK and you shall receive <=>
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From mrz at intelenet.net  Sat Feb 14 16:24:59 2004
From: mrz at intelenet.net (matthew zeier)
Date: Sat, 14 Feb 2004 13:24:59 -0800
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
In-Reply-To: 
References: <001b01c3f2a2$2bff4800$0a16160a@desktop>
	<011701c3f2a8$b28c1be0$0a16160a@desktop>
	<012e01c3f2a9$7ff826f0$0a16160a@desktop>
	<20040214033801.GG23591@fsck.com>
	
Message-ID: <3E1695F9-5F34-11D8-BF4B-000393922004@intelenet.net>

Running with 3.0.8, perl 5.8.0 DBIx::SearchBuilder 0.97 -  
ShowAttachments works again.

How much of a hurt am I in for if I leave perl at 5.8.0?  Considering  
that nearly all my tickets are ASCII/English?  I'm inclined to think  
that the perl upgrade is what hosed me lastnight.

On Feb 13, 2004, at 10:04 PM, matthew zeier wrote:

>
> On Feb 13, 2004, at 7:38 PM, Jesse Vincent wrote:
>
>> That sounds very much like you didn't have DBIx::SearchBuilder 0.97
>> installed.
>>
>
>
> Right, now I don't - I backed out to 3.0.8 which only requires 0.95  
> (I'm at 0.96 now).  My backout somehow screwed up my system and I  
> can't do a ShowAttachments.  This, however, is better than what I had  
> with 3.0.9.
>
>>
>> On Fri, Feb 13, 2004 at 07:20:25PM -0800, matthew zeier wrote:
>>> Commenting out ShowAttachments from ShowSummary has temporarily  
>>> given me a
>>> working system.
>>>
>>> If anyone has any insights as to what I broke, how I broke it and  
>>> how to fix
>>> it, I'd be most gratious.
>>>
>>> ----- Original Message -----
>>> From: "matthew zeier" 
>>> To: 
>>> Sent: Friday, February 13, 2004 7:14 PM
>>> Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>>>
>>>
>>>> To further my woes, I backed out to 3.0.8 and DBIx::SearchBuilder  
>>>> 0.96,
>>> and
>>>> reinstalled Redhat 8.0's perl-5.8.0-88.3.
>>>>
>>>> I'm left with a semi-working system that can no longer display  
>>>> ticket
>>>> content. .
>>>>
>>>> error:  Can't locate object method "Columns" via package  
>>>> "RT::Attachments"
>>>> at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.
>>>>
>>>> context:  ...
>>>> 62:  my %documents;
>>>> 63:  my $transactions = $Ticket->Transactions();
>>>> 64:  while (my $trans = $transactions->Next()) {
>>>> 65:  my $attachments = $trans->Attachments();
>>>> 66:  while (my $attach = $attachments->Next()) {
>>>> 67:  next unless ($attach->Filename());
>>>> 68:  # most recent at the top
>>>> 69:  unshift (@{$documents{$attach->Filename}}, $attach);
>>>> 70:  }
>>>> ...
>>>>
>>>> code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
>>>> /opt/rt3/share/html/Ticket/Elements/ShowSummary:68
>>>> /opt/rt3/share/html/Ticket/Display.html:33
>>>> /opt/rt3/share/html/autohandler:195
>>>>
>>>>
>>>> Help?
>>>>
>>>> ----- Original Message -----
>>>> From: "matthew zeier" 
>>>> To: 
>>>> Sent: Friday, February 13, 2004 6:28 PM
>>>> Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>>>>
>>>>
>>>>>
>>>>> Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
>>>>> (from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from  
>>>>> 3.0.8
>>>> to
>>>>> 3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache
>>> 1.3.28
>>>>> with mod_ssl.
>>>>>
>>>>> I'm now seeing the following errors:
>>>>>
>>>>> [Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) >  
>>>>> kids
>>> (2)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>> [Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) >  
>>>>> kids
>>> (3)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>> [Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) >  
>>>>> kids (2)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>> [Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) >  
>>>>> kids
>>> (2)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>>
>>>>>
>>>>> This is causing random broken images and sometimes broken webrt.css
>>> (like
>>>>> it's not even being spit out).
>>>>>
>>>>> Restarting Apache cleans things up only momentary.  After a short  
>>>>> time I
>>>> see
>>>>> the following:
>>>>>
>>>>> Attempt to free temp prematurely: SV 0x90ae8ec at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line  
>>>>> 819.
>>>>>
>>>>> Attempt to free unreferenced scalar: SV 0x90a37f4 at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/ 
>>>>> Cachable.pm
>>> line
>>>>> 112.
>>>>>
>>>>>
>>>>> The webui shows:
>>>>>
>>>>> System error
>>>>>
>>>>> error:  panic: DBI active kids (3) > kids (2) at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410.
>>>>>
>>>>> context:  ...
>>>>> 406:  delete $bhash->{'value'};
>>>>> 407:  $sth->bind_param($bind_idx+1, undef, $bhash );
>>>>> 408:  }
>>>>> 409:  }
>>>>> 410:  unless ( $sth->execute(@bind_values) ) {
>>>>> 411:  if ($DEBUG) {
>>>>> 412:  die "$self couldn't execute the query
>>>>> '$QueryString'"
>>>>> 413:  . $self->dbh->errstr . "\n";
>>>>> 414:
>>>>> ...
>>>>>
>>>>> code stack:
>>>>>  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/ 
>>>>> Cachable.pm:110
>>>>> /opt/rt3/lib/RT/Record.pm:225
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
>>>>> /opt/rt3/lib/RT/CurrentUser.pm:251
>>>>> /opt/rt3/share/html/autohandler:169
>>>>>
>>>>> raw error
>>>>>
>>>>>
>>>>> panic: DBI active kids (3) > kids (2) at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410.
>>>>>
>>>>>
>>>>> Trace begun at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
>>>>> line 131
>>>>> HTML::Mason::Exceptions::rethrow_exception('panic: DBI
>>>>> active kids (3) > kids (2) at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410.^J') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410
>>>>> DBIx::SearchBuilder::Handle::SimpleQuery('RT:: 
>>>>> Handle=HASH(0x927919c)',
>>>>> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>>> line 899
>>>>>
>>>>
>>> DBIx::SearchBuilder::Record::_LoadFromSQL('RT:: 
>>> CurrentUser=HASH(0x91435f4)',
>>>>> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>>> line 819
>>>>>
>>> DBIx::SearchBuilder::Record::LoadByCols('RT:: 
>>> CurrentUser=HASH(0x91435f4)',
>>>>> 'Name', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/ 
>>>>> Cachable.pm
>>>>> line 110
>>>>>
>>>>
>>> DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT:: 
>>> CurrentUser=HASH(0x91
>>>>> 435f4)',
>>>>> 'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
>>>>> 225
>>>>> RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
>>>>> 'Name', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>>> line 769
>>>>>
>>> DBIx::SearchBuilder::Record::LoadByCol('RT:: 
>>> CurrentUser=HASH(0x91435f4)',
>>>>> 'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
>>>>> line 251
>>>>> RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
>>>>> 'dpark') called at /opt/rt3/share/html/autohandler line
>>>>> 169
>>>>> HTML::Mason::Commands::__ANON__('pass', 'change',
>>>>> 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
>>>>> line 134
>>>>>
>>>>
>>> HTML::Mason::Component::run('HTML::Mason::Component:: 
>>> FileBased=HASH(0x92c013
>>>>> 8)',
>>>>> 'pass', 'change', 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 1057
>>>>> eval
>>>>> {...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
>>>>> 'pass', 'change', 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 1056
>>>>> HTML::Mason::Request::comp(undef, undef, undef, 'pass',
>>>>> 'change', 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 331
>>>>> eval {...}(undef, undef, undef, 'pass', 'change',
>>>>> 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 331
>>>>> eval {...}(undef, undef, undef, 'pass', 'change',
>>>>> 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 290
>>>>>
>>>>
>>> HTML::Mason::Request::exec('HTML::Mason::Request:: 
>>> ApacheHandler=HASH(0x9564f
>>>>> a4)')
>>>>> called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>>> line 134
>>>>> eval
>>>>> {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
>>>>> called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>>> line 134
>>>>>
>>>>
>>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request:: 
>>> ApacheHandl
>>>>> er=HASH(0x9564fa4)')
>>>>> called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>>> line 792
>>>>>
>>>>
>>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason:: 
>>> ApacheHandler=HASH(
>>>>> 0x9322bec)',
>>>>> 'Apache=SCALAR(0x93228e0)') called at
>>>>> /opt/rt3/bin/webmux.pl line 134
>>>>> eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
>>>>> 'Apache=SCALAR(0x93228e0)') called at
>>>>> /opt/rt3/bin/webmux.pl line 134
>>>>> RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
>>>>> /dev/null line 0
>>>>> eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
>>>>> line 0
>>>>>
>>>>>
>>>>>
>>>>> --
>>>>> matthew zeier                        | "Nothing in life is to be  
>>>>> feared.
>>>>> InteleNet Communications, Inc.       |  It is only to be  
>>>>> understood."
>>>>> (949) 784-7904                       |       - Marie Curie
>>>>>
>>>>> _______________________________________________
>>>>> rt-users mailing list
>>>>> rt-users at lists.bestpractical.com
>>>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>>>
>>>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>>>> http://fsck.com/rtfm
>>>>>
>>>>
>>>> _______________________________________________
>>>> rt-users mailing list
>>>> rt-users at lists.bestpractical.com
>>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>>
>>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>>> http://fsck.com/rtfm
>>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.bestpractical.com
>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>
>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>> http://fsck.com/rtfm
>>>
>>
>> -- 
>> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.bestpractical.com
>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at  
>> http://fsck.com/rtfm
>>
> --
> matthew zeier - "Nothing in life is to be feared.  It is only to be
> understood." - Marie Curie
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
--
matthew zeier - "Nothing in life is to be feared.  It is only to be
understood." - Marie Curie



From mrz at intelenet.net  Sat Feb 14 16:25:55 2004
From: mrz at intelenet.net (matthew zeier)
Date: Sat, 14 Feb 2004 13:25:55 -0800
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
In-Reply-To: 
References: <001b01c3f2a2$2bff4800$0a16160a@desktop>
	<011701c3f2a8$b28c1be0$0a16160a@desktop>
	<012e01c3f2a9$7ff826f0$0a16160a@desktop>
	<20040214033801.GG23591@fsck.com>
	
Message-ID: <5F71F4C4-5F34-11D8-BF4B-000393922004@intelenet.net>

Oh, and if it matters, lastnight was 0.97_02, from the link you posted.  
  Today I grabbed just 0.97 which had a February timestamp.

On Feb 13, 2004, at 10:04 PM, matthew zeier wrote:

>
> On Feb 13, 2004, at 7:38 PM, Jesse Vincent wrote:
>
>> That sounds very much like you didn't have DBIx::SearchBuilder 0.97
>> installed.
>>
>
>
> Right, now I don't - I backed out to 3.0.8 which only requires 0.95  
> (I'm at 0.96 now).  My backout somehow screwed up my system and I  
> can't do a ShowAttachments.  This, however, is better than what I had  
> with 3.0.9.
>
>>
>> On Fri, Feb 13, 2004 at 07:20:25PM -0800, matthew zeier wrote:
>>> Commenting out ShowAttachments from ShowSummary has temporarily  
>>> given me a
>>> working system.
>>>
>>> If anyone has any insights as to what I broke, how I broke it and  
>>> how to fix
>>> it, I'd be most gratious.
>>>
>>> ----- Original Message -----
>>> From: "matthew zeier" 
>>> To: 
>>> Sent: Friday, February 13, 2004 7:14 PM
>>> Subject: Re: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>>>
>>>
>>>> To further my woes, I backed out to 3.0.8 and DBIx::SearchBuilder  
>>>> 0.96,
>>> and
>>>> reinstalled Redhat 8.0's perl-5.8.0-88.3.
>>>>
>>>> I'm left with a semi-working system that can no longer display  
>>>> ticket
>>>> content. .
>>>>
>>>> error:  Can't locate object method "Columns" via package  
>>>> "RT::Attachments"
>>>> at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.
>>>>
>>>> context:  ...
>>>> 62:  my %documents;
>>>> 63:  my $transactions = $Ticket->Transactions();
>>>> 64:  while (my $trans = $transactions->Next()) {
>>>> 65:  my $attachments = $trans->Attachments();
>>>> 66:  while (my $attach = $attachments->Next()) {
>>>> 67:  next unless ($attach->Filename());
>>>> 68:  # most recent at the top
>>>> 69:  unshift (@{$documents{$attach->Filename}}, $attach);
>>>> 70:  }
>>>> ...
>>>>
>>>> code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
>>>> /opt/rt3/share/html/Ticket/Elements/ShowSummary:68
>>>> /opt/rt3/share/html/Ticket/Display.html:33
>>>> /opt/rt3/share/html/autohandler:195
>>>>
>>>>
>>>> Help?
>>>>
>>>> ----- Original Message -----
>>>> From: "matthew zeier" 
>>>> To: 
>>>> Sent: Friday, February 13, 2004 6:28 PM
>>>> Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
>>>>
>>>>
>>>>>
>>>>> Upgraded perl 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder
>>>>> (from DBIx-SearchBuilder-0.97_02.tar.gz) and then upgraded rt from  
>>>>> 3.0.8
>>>> to
>>>>> 3.0.9.  Rebuilt mod_perl 1.28 and for completeness, rebuilt apache
>>> 1.3.28
>>>>> with mod_ssl.
>>>>>
>>>>> I'm now seeing the following errors:
>>>>>
>>>>> [Fri Feb 13 18:13:14 2004] [error] panic: DBI active kids (16) >  
>>>>> kids
>>> (2)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>> [Fri Feb 13 18:13:18 2004] [error] panic: DBI active kids (10) >  
>>>>> kids
>>> (3)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>> [Fri Feb 13 18:13:22 2004] [error] panic: DBI active kids (9) >  
>>>>> kids (2)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>> [Fri Feb 13 18:13:42 2004] [error] panic: DBI active kids (17) >  
>>>>> kids
>>> (2)
>>>> at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line  
>>>>> 410.
>>>>>
>>>>>
>>>>> This is causing random broken images and sometimes broken webrt.css
>>> (like
>>>>> it's not even being spit out).
>>>>>
>>>>> Restarting Apache cleans things up only momentary.  After a short  
>>>>> time I
>>>> see
>>>>> the following:
>>>>>
>>>>> Attempt to free temp prematurely: SV 0x90ae8ec at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line  
>>>>> 819.
>>>>>
>>>>> Attempt to free unreferenced scalar: SV 0x90a37f4 at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/ 
>>>>> Cachable.pm
>>> line
>>>>> 112.
>>>>>
>>>>>
>>>>> The webui shows:
>>>>>
>>>>> System error
>>>>>
>>>>> error:  panic: DBI active kids (3) > kids (2) at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410.
>>>>>
>>>>> context:  ...
>>>>> 406:  delete $bhash->{'value'};
>>>>> 407:  $sth->bind_param($bind_idx+1, undef, $bhash );
>>>>> 408:  }
>>>>> 409:  }
>>>>> 410:  unless ( $sth->execute(@bind_values) ) {
>>>>> 411:  if ($DEBUG) {
>>>>> 412:  die "$self couldn't execute the query
>>>>> '$QueryString'"
>>>>> 413:  . $self->dbh->errstr . "\n";
>>>>> 414:
>>>>> ...
>>>>>
>>>>> code stack:
>>>>>  /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm:410
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:899
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:819
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/ 
>>>>> Cachable.pm:110
>>>>> /opt/rt3/lib/RT/Record.pm:225
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:769
>>>>> /opt/rt3/lib/RT/CurrentUser.pm:251
>>>>> /opt/rt3/share/html/autohandler:169
>>>>>
>>>>> raw error
>>>>>
>>>>>
>>>>> panic: DBI active kids (3) > kids (2) at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410.
>>>>>
>>>>>
>>>>> Trace begun at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm
>>>>> line 131
>>>>> HTML::Mason::Exceptions::rethrow_exception('panic: DBI
>>>>> active kids (3) > kids (2) at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410.^J') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
>>>>> line 410
>>>>> DBIx::SearchBuilder::Handle::SimpleQuery('RT:: 
>>>>> Handle=HASH(0x927919c)',
>>>>> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>>> line 899
>>>>>
>>>>
>>> DBIx::SearchBuilder::Record::_LoadFromSQL('RT:: 
>>> CurrentUser=HASH(0x91435f4)',
>>>>> 'SELECT  * FROM Users WHERE Name = ?', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>>> line 819
>>>>>
>>> DBIx::SearchBuilder::Record::LoadByCols('RT:: 
>>> CurrentUser=HASH(0x91435f4)',
>>>>> 'Name', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record/ 
>>>>> Cachable.pm
>>>>> line 110
>>>>>
>>>>
>>> DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT:: 
>>> CurrentUser=HASH(0x91
>>>>> 435f4)',
>>>>> 'Name', 'dpark') called at /opt/rt3/lib/RT/Record.pm line
>>>>> 225
>>>>> RT::Record::LoadByCols('RT::CurrentUser=HASH(0x91435f4)',
>>>>> 'Name', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm
>>>>> line 769
>>>>>
>>> DBIx::SearchBuilder::Record::LoadByCol('RT:: 
>>> CurrentUser=HASH(0x91435f4)',
>>>>> 'Name', 'dpark') called at /opt/rt3/lib/RT/CurrentUser.pm
>>>>> line 251
>>>>> RT::CurrentUser::Load('RT::CurrentUser=HASH(0x91435f4)',
>>>>> 'dpark') called at /opt/rt3/share/html/autohandler line
>>>>> 169
>>>>> HTML::Mason::Commands::__ANON__('pass', 'change',
>>>>> 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm
>>>>> line 134
>>>>>
>>>>
>>> HTML::Mason::Component::run('HTML::Mason::Component:: 
>>> FileBased=HASH(0x92c013
>>>>> 8)',
>>>>> 'pass', 'change', 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 1057
>>>>> eval
>>>>> {...}('HTML::Mason::Component::FileBased=HASH(0x92c0138)',
>>>>> 'pass', 'change', 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 1056
>>>>> HTML::Mason::Request::comp(undef, undef, undef, 'pass',
>>>>> 'change', 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 331
>>>>> eval {...}(undef, undef, undef, 'pass', 'change',
>>>>> 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 331
>>>>> eval {...}(undef, undef, undef, 'pass', 'change',
>>>>> 'user', 'dpark') called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line
>>>>> 290
>>>>>
>>>>
>>> HTML::Mason::Request::exec('HTML::Mason::Request:: 
>>> ApacheHandler=HASH(0x9564f
>>>>> a4)')
>>>>> called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>>> line 134
>>>>> eval
>>>>> {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9564fa4)')
>>>>> called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>>> line 134
>>>>>
>>>>
>>> HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request:: 
>>> ApacheHandl
>>>>> er=HASH(0x9564fa4)')
>>>>> called at
>>>>> /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm
>>>>> line 792
>>>>>
>>>>
>>> HTML::Mason::ApacheHandler::handle_request('HTML::Mason:: 
>>> ApacheHandler=HASH(
>>>>> 0x9322bec)',
>>>>> 'Apache=SCALAR(0x93228e0)') called at
>>>>> /opt/rt3/bin/webmux.pl line 134
>>>>> eval {...}('HTML::Mason::ApacheHandler=HASH(0x9322bec)',
>>>>> 'Apache=SCALAR(0x93228e0)') called at
>>>>> /opt/rt3/bin/webmux.pl line 134
>>>>> RT::Mason::handler('Apache=SCALAR(0x93228e0)') called at
>>>>> /dev/null line 0
>>>>> eval {...}('Apache=SCALAR(0x93228e0)') called at /dev/null
>>>>> line 0
>>>>>
>>>>>
>>>>>
>>>>> --
>>>>> matthew zeier                        | "Nothing in life is to be  
>>>>> feared.
>>>>> InteleNet Communications, Inc.       |  It is only to be  
>>>>> understood."
>>>>> (949) 784-7904                       |       - Marie Curie
>>>>>
>>>>> _______________________________________________
>>>>> rt-users mailing list
>>>>> rt-users at lists.bestpractical.com
>>>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>>>
>>>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>>>> http://fsck.com/rtfm
>>>>>
>>>>
>>>> _______________________________________________
>>>> rt-users mailing list
>>>> rt-users at lists.bestpractical.com
>>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>>
>>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>>> http://fsck.com/rtfm
>>>>
>>>
>>> _______________________________________________
>>> rt-users mailing list
>>> rt-users at lists.bestpractical.com
>>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>
>>> Have you read the FAQ? The RT FAQ Manager lives at  
>>> http://fsck.com/rtfm
>>>
>>
>> -- 
>> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.bestpractical.com
>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at  
>> http://fsck.com/rtfm
>>
> --
> matthew zeier - "Nothing in life is to be feared.  It is only to be
> understood." - Marie Curie
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
--
matthew zeier - "Nothing in life is to be feared.  It is only to be
understood." - Marie Curie



From JChen at paymentone.com  Sat Feb 14 16:28:31 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Sat, 14 Feb 2004 13:28:31 -0800
Subject: [rt-users] Delete All Tickets from MySQL
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7C5@CPMAL00.corpnet.p1.local>

Hello All,
 
What?s a safe way to delete all tickets in every queue and simply have RT3 create new ticket starting with #1 ?  (Basically I want to keep the settings I had for MySQL 4.0.1x with zero ticket info)
 
Thanks!
 
Jonathan Chen
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jesse at bestpractical.com  Sat Feb 14 17:28:36 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sat, 14 Feb 2004 17:28:36 -0500
Subject: [rt-users] DBIx::SearchBuilder panic, rt 3.0.9
In-Reply-To: <3E1695F9-5F34-11D8-BF4B-000393922004@intelenet.net>
References: <001b01c3f2a2$2bff4800$0a16160a@desktop>
	<011701c3f2a8$b28c1be0$0a16160a@desktop>
	<012e01c3f2a9$7ff826f0$0a16160a@desktop>
	<20040214033801.GG23591@fsck.com>
	
	<3E1695F9-5F34-11D8-BF4B-000393922004@intelenet.net>
Message-ID: <20040214222836.GJ23591@fsck.com>




On Sat, Feb 14, 2004 at 01:24:59PM -0800, matthew zeier wrote:
> Running with 3.0.8, perl 5.8.0 DBIx::SearchBuilder 0.97 -  
> ShowAttachments works again.
> 
> How much of a hurt am I in for if I leave perl at 5.8.0?  Considering  
> that nearly all my tickets are ASCII/English?  I'm inclined to think  
> that the perl upgrade is what hosed me lastnight.

So. Just don't complain if you see attachment corruption ;) Other than
that, you should be ok.

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


From bill at daze.net  Sat Feb 14 18:06:00 2004
From: bill at daze.net (Bill Gerrard via Treo 600)
Date: Sat, 14 Feb 2004 15:06 -0800
Subject: [rt-users] RE: Initiating a ticket
Message-ID: <200402142327.i1ENRoSJ018680@droid.daze.net>


>steps in the documentation is to "Create the following records in your
>ScripConditions table".  Does this mean I need to go directly into the RT3
>database and manually add new records to the appropriate table?

There are "insert.pl" perl scripts to do this in RT2 but in looking at one 
I don't think it will work with RT3 as is and I haven't come across a 
script coded for RT3.  If anyone has one or has the knowledge to code one 
up it would be appreciated by all I'm sure.

In the mean time, yes you just need to add new records to the 
ScripConditions table in your SQL database of choice.


From mrz at intelenet.net  Sat Feb 14 19:46:06 2004
From: mrz at intelenet.net (matthew zeier)
Date: Sat, 14 Feb 2004 16:46:06 -0800
Subject: [rt-users] Perl 5.8.3 upgrade
In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F7C2@CPMAL00.corpnet.p1.local>
References: <6D6E09D687772640AA41F009EB85FE0502F7C2@CPMAL00.corpnet.p1.local>
Message-ID: <56DBB852-5F50-11D8-A822-000393922004@intelenet.net>

How did you build 5.8.3?  I grabbed the config_args from Redhat's perl 
(perl -V) and did the following:

mrz at help2 [~/work/build/perl-5.8.3/] 153> cat runme
sh Configure  -des -D'optimize=-O2 -g -pipe -march=i386 -mcpu=i686' \
-Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc \
-Dinstallprefix=/usr -Dprefix=/usr \
-Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr \
-Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads \
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db \
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio \
-Dinstallusrbinperl -Ubincompat5005 -Uversiononly  \
-Dpager='/usr/bin/less -isr' \
-Dcf_by='InteleNet - mrz'

I appear to have had the same problems you did, however, and had to 
reinstall the RPM.

On Feb 14, 2004, at 11:17 AM, Jonathan Chen wrote:

> That would be great!   Thanks!
>
> After trying to upgrade to 5.8.3, my RT 3.0.8 broke and upgrading to 
> 3.0.9 did not help either. Spent a lot of hours trying to make it work 
> and in the end worked a couple of hours to downgrade back to 5.8.0 (RH 
> RPM).
>
> I did not expect upgrading perl would be such a hassle.   Maybe its 
> because of RH9+Perl=Hassle and others are just fine. =)
>
> Jonathan Chen
>
> -----Original Message-----
> From: Patrick LeBoutillier [mailto:patl at fusemail.com]
> Sent: Saturday, February 14, 2004 10:52 AM
> To: Ruslan U. Zakirov
> Cc: rt-users at fsck.com; Jonathan Chen
> Subject: Re: [rt-users] [wiki] Updates and problems.
>
> Hi,
>
>> New article:
>> http://wiki.bestpractical.com/cgi-bin/index.cgi?ScripExecOrder
>
> This stuff is gold. Finally some light on how Scripts are processed.
>
> Also, I will be posting instructions on compiling perl 5.8.3 on the 
> Wiki.
> 5.8.3
> is still faily new and many distros don't have packages for it yet.
>
> Patrick
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
--
matthew zeier - "Nothing in life is to be feared.  It is only to be
understood." - Marie Curie



From Travis_Niedens at redlands.edu  Sat Feb 14 20:00:14 2004
From: Travis_Niedens at redlands.edu (Niedens, Travis)
Date: Sat, 14 Feb 2004 17:00:14 -0800
Subject: [rt-users] 3.0.9 for Windows
Message-ID: <30D0F22BE0464E4F98580F12FD65D7A83438A6@exch.redlands.edu>

Anyone know when 3.0.9 for Windows might be out? 

Thanks,

Travis Niedens
Network Manager
University of Redlands


From scott at cae.com  Sat Feb 14 20:02:34 2004
From: scott at cae.com (Scott Hebert)
Date: Sat, 14 Feb 2004 20:02:34 -0500
Subject: [rt-users] Perl 5.8.3 upgrade
Message-ID: <69F1436AA435D7118EE1009027B0FF3A08B77401@caemsx02.cae.ca>

Hi,

I was having attachment corruption problems with RT 3.0.8.

I've successfully upgraded perl to 5.8.3 on one installation of RH8 and RT
3.0.8 (my production box) and one installation of RH9 and RT 3.0.9.

I used all the defaults from the perl Configure script.

One problem I did have was the installation Log::Dispatch from CPAN on my
RH9 installation. I fudged it by hardcoding a few variables in
site_perl/5.8.3/Module/Build/Compat.pm. They were "$perl", "$os_type" and
the arguments for the "foreach my $action" loop .

I can give anyone more info if they need it.

SH





From JChen at paymentone.com  Sat Feb 14 20:50:07 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Sat, 14 Feb 2004 17:50:07 -0800
Subject: [rt-users] Perl 5.8.3 upgrade
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7C7@CPMAL00.corpnet.p1.local>

Matthew,

I did somewhat close to you.   1st time I messed up myself and the 2nd time I used about 60% of RH's config_args.

Can you do me a favor please check template #7 (Status Change 
- Ticket status changed) what info do you have there?


For some reason, instead of the owner change name it gives the Owner ID.

The template should be stock template...
========================================================
Subject: Status Changed to: {$Transaction->NewValue}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}
==============================================================

My scrip setting is
"On Owner Change Notify Requestors, Ccs and AdminCcs with template Status Change"
==========================================================================

Email example....
-----Original Message-----
From: RT [mailto:rt3 at 172.16.200.200] On Behalf Of RT Admin via RT
Sent: Saturday, February 14, 2004 4:09 PM
To: Jonathan Chen
Subject: [PaymentOne #7] Status Changed to: 12


http://172.16.200.200:80/rt/Ticket/Display.html?id=7

This transaction appears to have no content
===========================================================================




From mailbag at anothernet.com  Sat Feb 14 22:04:58 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Sat, 14 Feb 2004 22:04:58 -0500
Subject: [rt-users] RE: Initiating a ticket
In-Reply-To: <200402142327.i1ENRoSJ018680@droid.daze.net>
Message-ID: 

Not a problem!  I entered the new rows by hand and was able to implement the
new functionality without issues.

And it works great!

Thanks!

Chago

> -----Original Message-----
> From: Bill Gerrard via Treo 600 [mailto:bill at daze.net]
> Sent: Saturday, February 14, 2004 6:06 PM
> To: Adolfo Santiago; rt-users at lists.bestpractical.com
> Subject: RE: Initiating a ticket
>
>
>
> >steps in the documentation is to "Create the following records in your
> >ScripConditions table".  Does this mean I need to go directly
> into the RT3
> >database and manually add new records to the appropriate table?
>
> There are "insert.pl" perl scripts to do this in RT2 but in
> looking at one
> I don't think it will work with RT3 as is and I haven't come across a
> script coded for RT3.  If anyone has one or has the knowledge to code one
> up it would be appreciated by all I'm sure.
>
> In the mean time, yes you just need to add new records to the
> ScripConditions table in your SQL database of choice.
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From mailbag at anothernet.com  Sat Feb 14 22:07:28 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Sat, 14 Feb 2004 22:07:28 -0500
Subject: [rt-users] To drop or to truncate? And how do you delete an
	attachment?
Message-ID: 

What's the consensus?  Does it make more sense to delete attachments that
exceed the MaxAttachmentSize?  Or is it better just to drop them?  If they
are dropped, will I know about it?

Our maximum is 1.5 Megs and we hardly ever get attachments.

Also, how do you delete attachments?

Thanks!

Chago




From rich+rt at lafferty.ca  Sat Feb 14 22:55:15 2004
From: rich+rt at lafferty.ca (Rich Lafferty)
Date: Sat, 14 Feb 2004 22:55:15 -0500
Subject: [rt-users] To drop or to truncate? And how do you delete an
	attachment?
In-Reply-To: 
References: 
Message-ID: <20040215035515.GB376@lafferty.ca>

On Sat, Feb 14, 2004 at 10:07:28PM -0500, Adolfo Santiago  wrote:
> What's the consensus?  Does it make more sense to delete attachments that
> exceed the MaxAttachmentSize?  Or is it better just to drop them?  If they
> are dropped, will I know about it?

The standard response to mail that cannot be processed is to return
a bounce message telling the sender that delivery failed.

(On the Internet I would add to this that it is important to scan the
incoming mail for viruses, so that you are not sending virus
notifications, because the sender of email-borne viruses is typically
forged.)

  -Rich

-- 
Rich Lafferty --------------+-----------------------------------------------
 Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
 http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
rich at lafferty.ca -----------+-----------------------------------------------


From mailbag at anothernet.com  Sat Feb 14 23:10:13 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Sat, 14 Feb 2004 23:10:13 -0500
Subject: [rt-users] To drop or to truncate? And how do you delete
	anattachment?
In-Reply-To: <20040215035515.GB376@lafferty.ca>
Message-ID: 

Good point.  And if I'm limiting the incoming mail to 1.5 megs (at the
server), RT shouldn't see anything bigger than that, so it's a moot point to
do anything about it in RT.

Thanks!

Chago

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rich
> Lafferty
> Sent: Saturday, February 14, 2004 10:55 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] To drop or to truncate? And how do you delete
> anattachment?
>
>
> On Sat, Feb 14, 2004 at 10:07:28PM -0500, Adolfo Santiago
>  wrote:
> > What's the consensus?  Does it make more sense to delete
> attachments that
> > exceed the MaxAttachmentSize?  Or is it better just to drop
> them?  If they
> > are dropped, will I know about it?
>
> The standard response to mail that cannot be processed is to return
> a bounce message telling the sender that delivery failed.
>
> (On the Internet I would add to this that it is important to scan the
> incoming mail for viruses, so that you are not sending virus
> notifications, because the sender of email-borne viruses is typically
> forged.)
>
>   -Rich
>
> --
> Rich Lafferty
> --------------+-----------------------------------------------
>  Ottawa, Ontario, Canada    |  Save the Pacific Northwest Tree Octopus!
>  http://www.lafferty.ca/    |    http://zapatopi.net/treeoctopus.html
> rich at lafferty.ca
> -----------+-----------------------------------------------
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From cubic at acronis.ru  Sun Feb 15 02:41:21 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sun, 15 Feb 2004 10:41:21 +0300
Subject: [rt-users] [wiki] Updates and problems.
In-Reply-To: 
References: 
Message-ID: <402F22A1.7010402@acronis.ru>

Tim Wilson wrote:
> I'd like to let everyone know that I've created a page called ScripRequests
> (http://wiki.bestpractical.com/cgi-bin/index.cgi?ScripRequests) where you
> can propose a custom scrip that you'd like and see if anyone will give help.
> 
> -Tim
> 
I don't like this idea. I think wiki is better for archiving complex 
answers, when answers already have been discussed a lot on ML.

When people ask for help with scrips, it's very rare that sameone write 
full scrip, suggestions and not more. If someone want full solution on 
request then take some money and go to Jesse.

		Good luck. Ruslan.


From autrijus at autrijus.org  Sun Feb 15 05:38:40 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sun, 15 Feb 2004 18:38:40 +0800
Subject: [rt-users] 3.0.9 for Windows
In-Reply-To: <30D0F22BE0464E4F98580F12FD65D7A83438A6@exch.redlands.edu>
References: <30D0F22BE0464E4F98580F12FD65D7A83438A6@exch.redlands.edu>
Message-ID: <20040215103840.GB70044@aut.dyndns.org>

On Sat, Feb 14, 2004 at 05:00:14PM -0800, Niedens, Travis wrote:
> Anyone know when 3.0.9 for Windows might be out? 

In a few days, max 1 week. :)

/Autrijus/
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From les at futuresource.com  Sun Feb 15 10:57:20 2004
From: les at futuresource.com (Les Mikesell)
Date: Sun, 15 Feb 2004 09:57:20 -0600
Subject: [rt-users] [wiki] Updates and problems.
In-Reply-To: <402F22A1.7010402@acronis.ru>
References: 
	<402F22A1.7010402@acronis.ru>
Message-ID: <1076860640.8106.8.camel@les-home.futuresource.com>

On Sun, 2004-02-15 at 01:41, Ruslan U. Zakirov wrote:
> > I'd like to let everyone know that I've created a page called ScripRequests
> > (http://wiki.bestpractical.com/cgi-bin/index.cgi?ScripRequests) where you
> > can propose a custom scrip that you'd like and see if anyone will give help.
> > 
> > -Tim
> > 
> I don't like this idea. I think wiki is better for archiving complex 
> answers, when answers already have been discussed a lot on ML.
> 

Wiki's are exactly as good as the users want to make them.  If you
see something you don't like, you can change it.

> When people ask for help with scrips, it's very rare that sameone write 
> full scrip, suggestions and not more. If someone want full solution on 
> request then take some money and go to Jesse.

It it very much in the spirit of free software to share a solution
after you have finished it for yourself and a wiki makes for a
lot easier browsing/feedback that wading through READMEs in
ftp subdirectories.

---
  Les Mikesell
   les at futuresource.com




From patl at fusemail.com  Sun Feb 15 16:14:23 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Sun, 15 Feb 2004 15:14:23 -0600 (CST)
Subject: [rt-users] Wiki suggestion
In-Reply-To: <1076860640.8106.8.camel@les-home.futuresource.com>
References: <402F22A1.7010402@acronis.
	ru> <1076860640.8106.8.camel@les-home.futuresource.com>
Message-ID: <3937.24.202.127.244.1076879663.squirrel@www.fusemail.com>

Hi all,

Is it possible to diminish the interline spacing in the Wiki stylesheet? I
find it makes stuff hard to read and makes for too much scrolling.

Anybody else agree or is it just me (that's possible...)?

Patrick


From Damien.Lederer at itsa.gov.au  Sun Feb 15 16:49:36 2004
From: Damien.Lederer at itsa.gov.au (Lederer, Damien)
Date: Mon, 16 Feb 2004 08:49:36 +1100
Subject: [rt-users] Template woes...
Message-ID: 

Folks,

I've been trying to set up a Template to create an approval.  However once I
start to get a little bit fancy it seems to stop working.  When I create a
Template such as this:

===Create-Ticket: ftlapproval
{
  my $admin;
  $admin = "me at here";
}
Queue: OTISS-approvals
Type: Approval
Depended-On-By: TOP
AdminCc: { $admin }
Subject: Approval for ticket: {$Tickets{'TOP'}->Id} -
{$Tickets{'TOP'}->Subject}
Content: Your approval is requested for the
ticket {$Tickets{'TOP'}->Id}: {$Tickets{'TOP'}->Subject}
ENDOFCONTENT

It seems that "$admin" is never replaced, ie AdminCc is blank in the
resulting approval ticket.  So I tried using the template in the example in
the manual (http://www.bestpractical.com/rt/docs/3.0/appendix5-approvals.txt
 ) and I
can't get it to work either.  Ie, the "@admin" array defined in the upper
block does not work further down with "AdminCc: {join ("\nAdminCc:
", at admins) }".

Of course, if I hard code the value in then it works  (ie, use "AdminCc:
me at here" in the body of the Template).

Does anybody know why the variables defined in the upper block do not seem
to be valid further down the Template?


Ta muchly!

Damien Lederer


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From pdh at bestpractical.com  Sun Feb 15 17:16:25 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 16 Feb 2004 08:16:25 +1000
Subject: [rt-users] Exporting / Importing databases Or,
	Moving from 3.0.2 on sparc, to 3.0.8 on intel.
In-Reply-To: <402D76AA.2000109@ebrary.com>
References: <402D76AA.2000109@ebrary.com>
Message-ID: <20040215221625.GA715@moreton.com.au>

Max Riz wrote:
>  Now the trick is to migrate the data from the old instance (3.0.2 on
> solaris/sparc) to the new instance (3.0.8 on Linux/x86). Are there any
> currently existing tools to perform the database migration? Should we
> just do a MySQL (our db) database dump, and then try to import it on
> the new machine? Has someone done a similar migration before with some
> measure of success?

You should be able to just move the database (making sure you're
importing into InnoDB tables), and check for any schema changes
in etc/schema.mysql. I don't *think* there's anything else to do.
But I'm sure someone will correct me if I'm wrong :-)

>  I have read the PDF document, and googled the mailing list but I have
> not found a solution. There exist procedures, scripts and stories of
> 2 -> 3 migrations, but not much on 3.X -> 3.Y.

"make upgrade" is the usual 3.0.x++ approach.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Sun Feb 15 17:20:35 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 16 Feb 2004 08:20:35 +1000
Subject: [rt-users] RE: Initiating a ticket
In-Reply-To: <200402142327.i1ENRoSJ018680@droid.daze.net>
References: <200402142327.i1ENRoSJ018680@droid.daze.net>
Message-ID: <20040215222035.GB715@moreton.com.au>

Bill Gerrard via Treo 600 wrote:
> There are "insert.pl" perl scripts to do this in RT2 but in looking at one 
> I don't think it will work with RT3 as is and I haven't come across a 
> script coded for RT3.  If anyone has one or has the knowledge to code one 
> up it would be appreciated by all I'm sure.

With RT3 each scrip really should have a datafile for feeding
to rt-setup-database, which does the work. See, for example:

http://lists.fsck.com/pipermail/rt-users/2003-June/014651.html

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


From pdh at bestpractical.com  Sun Feb 15 17:25:23 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 16 Feb 2004 08:25:23 +1000
Subject: [rt-users] Template woes...
In-Reply-To: 
References: 
Message-ID: <20040215222523.GC715@moreton.com.au>

Lederer, Damien wrote:
> I've been trying to set up a Template to create an approval.  However once I
> start to get a little bit fancy it seems to stop working.  When I create a
> Template such as this:
> 
> AdminCc: { $admin }

Try one of the following, depending on your intent:

AdminCc: {$Ticket->AdminCcAddresses}
AdminCc: {$Tickets{'TOP'}->AdminCcAddresses}
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From Damien.Lederer at itsa.gov.au  Sun Feb 15 17:35:54 2004
From: Damien.Lederer at itsa.gov.au (Lederer, Damien)
Date: Mon, 16 Feb 2004 09:35:54 +1100
Subject: [rt-users] Template woes...
Message-ID: 

> Try one of the following, depending on your intent:
>
> AdminCc: {$Ticket->AdminCcAddresses}
> AdminCc: {$Tickets{'TOP'}->AdminCcAddresses}

Actually, I'm pulling the address from an external source.  I just dropped
that part of the code to make it easier to read (of course, the AdminCc is
verified as a valid RT user).  

The workflow surrounding this ticket dictates that it be passed for approval
through many different people at various stages.  These approvers only need
to be notified when the ticket comes within their scope of the workflow.
Therefore I don't want to add them ALL as AdminCc's of the original
ticket... only for the approval.

The example template in the manual suggested that I could pass variables
from the first block through to subsequent blocks in the body of the
template.  But I just can't seem to get that to work :(


From john.gebhardt2 at verizon.net  Sun Feb 15 21:41:53 2004
From: john.gebhardt2 at verizon.net (John Gebhardt)
Date: Sun, 15 Feb 2004 21:41:53 -0500
Subject: [rt-users] Localization doesn't work properly
Message-ID: <000901c3f436$703727a0$6400a8c0@GebLap2>

I just installed the Windows version rt-3.0.8.exe. It installed just
fine on my Windows XP desktop and seems to be running fine except for
the localization.
 
When I log in as a user and set my language preference to say, German,
the UI for the user preferences page comes up in German but the
"Results" pane lists 2 instances of the error "Lang: Permission Denied".
When I go to another page, the GUI returns to English.
 
Also, the Help points to Chinese documentation. How can I get it to
point at the English docs.
 
Otherwise, RT looks like a fine piece of software.
 
 
Thanks,
 
John
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From Damien.Lederer at itsa.gov.au  Sun Feb 15 21:52:37 2004
From: Damien.Lederer at itsa.gov.au (Lederer, Damien)
Date: Mon, 16 Feb 2004 13:52:37 +1100
Subject: [rt-users] Version in footer of webpage not incremented after an
	upgrade
Message-ID: 

Folks,

I recently upgraded my 3.0.7_01 installation of RT to 3.0.9 using the
specified procedures.  When I logged onto the system, the bottom of the page
said that it was still 3.0.7_01.  So I completely removed RT from the
system.  I dropped the database and rm'd the entire RT installed directory.
I installed from scratch again and bounced apache, however when I logged
onto RT as root (the initial user) it still said it was 3.0.7_01.  So I
completely cleaned out everything from the browser - the cache, the history,
the cookies etc.  However it STILL says it's 3.0.7_01.  I cannot for the
life of me work out why.  The file ${INSTALL}/rt/lib/RT.pm has a variable
called "VERSION" that is correct.. 3.0.9.  Yet the web pages beg to differ.

Does anybody know what's going on?

Ta muchly!


Damien Lederer

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From pdh at bestpractical.com  Sun Feb 15 23:04:18 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 16 Feb 2004 14:04:18 +1000
Subject: [rt-users] Version in footer of webpage not incremented after an
	upgrade
In-Reply-To: 
References: 
Message-ID: <20040216040418.GJ715@moreton.com.au>

Lederer, Damien wrote:
> I installed from scratch again and bounced apache, however when I logged
> onto RT as root (the initial user) it still said it was 3.0.7_01.  So I

Did you *stop* and *start* apache? "reload"ing doesn't count.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From Damien.Lederer at itsa.gov.au  Sun Feb 15 23:26:06 2004
From: Damien.Lederer at itsa.gov.au (Lederer, Damien)
Date: Mon, 16 Feb 2004 15:26:06 +1100
Subject: [rt-users] Version in footer of webpage not incremented after
	an upgrade
Message-ID: 

> Lederer, Damien wrote:
>> I installed from scratch again and bounced apache, however when I logged
>> onto RT as root (the initial user) it still said it was 3.0.7_01.  So I
>
> Did you *stop* and *start* apache? "reload"ing doesn't count.

Ahh, just confirmed a "graceful" restart does not do the trick.  However an
actual stop and start fixed it right up.  You're a legend, Phil!  Thanks!

Hey, 3.0.9 is much faster.

Thanks so much for all your efforts on RT, guys.


Damien


From bill at daze.net  Mon Feb 16 02:56:22 2004
From: bill at daze.net (bill at daze.net)
Date: Sun, 15 Feb 2004 23:56:22 -0800 (PST)
Subject: [rt-users] Re: Initiating a ticket
In-Reply-To: <20040216040446.D52A311542@pallas.eruditorum.org>
References: <20040216040446.D52A311542@pallas.eruditorum.org>
Message-ID: <20040215235028.W41941@droid.daze.net>

> > There are "insert.pl" perl scripts to do this in RT2 but in looking at one
> > I don't think it will work with RT3 as is and I haven't come across a
> > script coded for RT3.  If anyone has one or has the knowledge to code one
> > up it would be appreciated by all I'm sure.
>
> With RT3 each scrip really should have a datafile for feeding
> to rt-setup-database, which does the work. See, for example:

Thanks Phil.  I see that the process is a bit easier in RT3 than it was in
RT2.  I just wish this stuff was documented better.

> http://lists.fsck.com/pipermail/rt-users/2003-June/014651.html

FYI, it appears the syntax of the "rt-setup-database" has changed since that
example was written.  I figured out the correct syntax and have updated the
wiki document at http://wiki.bestpractical.com/cgi-bin/index.cgi?AnyTransactionSource


From george at alink.co.za  Mon Feb 16 05:36:15 2004
From: george at alink.co.za (George Barnett)
Date: Mon, 16 Feb 2004 10:36:15 +0000
Subject: [rt-users] Error bounces?
Message-ID: <40309D1F.2080300@alink.co.za>

Hi All,

I keep getting messages such as this:

-----

RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (peter at 123.com).

You might need to grant 'Everyone' the right 'CreateTicket' for the
queue itsupport.

-----

I have all the correct permissions (createticket is given globally to 
everyone).  Is there anything else that can cause this?

Cheers,

-- 

George Barnett, Scsa
Reality Engineer

eml: george at alink.co.za
gsm: +44 778 884 7205
www: www.alink.co.za


"Prostetnic Vogon Jeltz smiled very slowly. This was done
not so much for effect as because he was trying to remember
the sequence of muscle movements. "


From nickc at voyager.net  Mon Feb 16 07:24:52 2004
From: nickc at voyager.net (Nick)
Date: Mon, 16 Feb 2004 07:24:52 -0500
Subject: [rt-users] RT 3.0.4 System Errors
Message-ID: 

RT 3.0.4 and Im running into system errors whenever I try to add a
permission or whenever anybody is attempting to create a ticket through
email or directly in RT.  It was running fine for about two months and now
its dead in the water.  I checked the MySQL database and nothing looked out
of place there.  Any help would be greatly appreciated!!  :)

-Nick



From mixo at coza.net.za  Mon Feb 16 08:54:33 2004
From: mixo at coza.net.za (Mixo Shiburi)
Date: 16 Feb 2004 15:54:33 +0200
Subject: [rt-users] Creating an article
Message-ID: <1076939673.3916.3.camel@mixo.coza.net.za>

When trying to create an ariticle as a privileged user I get the 
following error
**+++++*
*RTFM Error*   No permission to view Article
*+++++

But I can create articles as super user. I have tried setting following 
rights:
AdminClass
CreateArticle
ModifyACL
ModifyArticle
SeeClass
ShowACL
ShowArticle
ShowArticleHistory
to the groups "Everyone", and  "Privileged", but that didnt help. I have
also tried
setting the rights for the user without much succes either.

And, is there a way to get articles listed as they are in the first 
version of rtfm,
i.e. like here http://fsck.com/rtfm/ in version 2?

RT 3.0.8
RTFM 2.0.2



From mailbag at anothernet.com  Mon Feb 16 10:38:13 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Mon, 16 Feb 2004 10:38:13 -0500
Subject: [rt-users] Error bounces?
In-Reply-To: <40309D1F.2080300@alink.co.za>
Message-ID: 

Just a shot in the dark from a newbie...

Have you checked the following settings in RT_SiteConfig.pm?

$LookupSenderInExternalDatabase

$SenderMustExistInExternalDatabase

Chago


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of George
> Barnett
> Sent: Monday, February 16, 2004 5:36 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Error bounces?
> 
> 
> Hi All,
> 
> I keep getting messages such as this:
> 
> -----
> 
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email (peter at 123.com).
> 
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue itsupport.
> 
> -----
> 
> I have all the correct permissions (createticket is given globally to 
> everyone).  Is there anything else that can cause this?
> 
> Cheers,
> 
> -- 
> 
> George Barnett, Scsa
> Reality Engineer
> 
> eml: george at alink.co.za
> gsm: +44 778 884 7205
> www: www.alink.co.za
> 
> 
> "Prostetnic Vogon Jeltz smiled very slowly. This was done
> not so much for effect as because he was trying to remember
> the sequence of muscle movements. "
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
> 



From mailbag at anothernet.com  Mon Feb 16 10:49:53 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Mon, 16 Feb 2004 10:49:53 -0500
Subject: [rt-users] "undef" settings and searching the list archives
Message-ID: 

For settings like:

Set($LogToFile, undef);

If I want to enable logging to a file, how do I do it?  Do I turn the
"undef" into a "1", or a "0", or a "yes"?

Also, are the list archives searchable?  Looking in monthly files or
downloading the entire 65 Meg archive is not practical for me.

Thanks!

Chago





From michael at maurer-it.com  Mon Feb 16 10:54:20 2004
From: michael at maurer-it.com (Michael Pilz)
Date: Mon, 16 Feb 2004 16:54:20 +0100
Subject: =?iso-8859-1?Q?Re=3A_=5Brt-users=5D_critical_bug_with_german_letter?=
	=?iso-8859-1?Q?_=27=DF=27?=
Message-ID: <87844F3B84E88E4EA0CD476EA3B9F71D06EE15@himalaya.maurer-it.com>

Hi Hanno
I'm quit confused with this patch
i dont know where(witch line number in Web.pm) 
i have to put this " Charset => 'utf8'
uAwg

--------------------------------------------------
Michael Pilz          Maurer IT Systeml?sungen KEG
                                     Projektleiter

Kohlgasse 51/9              Tel: +43 1 545 449 715
A - 1050 WIEN               Fax: +43 1 545 449 722
                          Mobil: +43 699 1104 3539 
michael at maurer-it.com     http://www.maurer-it.com
-------------------------------------------------- 
 


From ah30 at harrisonfamily.com  Mon Feb 16 10:55:34 2004
From: ah30 at harrisonfamily.com (Andy Harrison)
Date: Mon, 16 Feb 2004 10:55:34 -0500
Subject: [rt-users] "undef" settings and searching the list archives
In-Reply-To: 
References: 
Message-ID: <20040216105534.1cec715a@andy>


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On Mon, 16 Feb 2004 10:49:53 -0500, Adolfo Santiago wrote
Subject: "[rt-users] "undef" settings and searching the list archives"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

> For settings like:
> 
>  Set($LogToFile, undef);
> 
>  If I want to enable logging to a file, how do I do it?  Do I turn the
>  "undef" into a "1", or a "0", or a "yes"?

Any value that would cause it to be defined.

>  Also, are the list archives searchable?  Looking in monthly files or
>  downloading the entire 65 Meg archive is not practical for me.

Yes, it's at the bottom of the page in the mailing list section at
bestpractical.com.

-- 
Andy Harrison
(full headers for details)



From hwagener at hamburg.fcb.com  Mon Feb 16 11:13:44 2004
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Mon, 16 Feb 2004 17:13:44 +0100
Subject: [rt-users] off topic: exim4 on debian disables pipe_trnasport
Message-ID: <18303418-609B-11D8-A4E4-003065DC18B8@hamburg.fcb.com>

Dear list,
the newest package for exim4 on debian has pipes disabled by default in 
the /etc/aliases b default, which means Your favorite request tracker 
won't get any mails anymore. There is a hint in 
/usr/share/doc/exim4-config/README.Debian.gz that You need to reenable 
the pipe_transport again in 
/etc/exim4/conf.d/router/400_exim4-config_system_aliases.

But, just removing the comment from the line containing

pipe_transport = address_pipe

does not suffice, no even after reloading the configuration or stopping 
and starting exim4 completely.

If someone could shed some light on the situation, I'd be very happy. 
Up till now, I was very happy with exim4, but this leaves me out in the 
cold.

BTW: The error is logged as:

2004-02-16 17:04:10 1AskvM-0001QW-4f == |/usr/bin/rt-mailgate --queue 
edvintern --action correspond --url http://rt.yyy.zzz.com/ 
 R=system_aliases defer (-30): pipe_transport 
unset in system_aliases router



From mailbag at anothernet.com  Mon Feb 16 11:25:56 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Mon, 16 Feb 2004 11:25:56 -0500
Subject: [rt-users] "undef" settings and searching the list archives
In-Reply-To: <20040216105534.1cec715a@andy>
Message-ID: 

Thanks!

Just wondering...  The main search form and the results pages don't display
any of the graphics/icons.  All I get are the little square with the red
X's.  Is this normal or is my browser just not getting them?  For example:

http://lists.bestpractical.com/htdig/star.gif

Doesn't show up for me.

Chago

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Andy
> Harrison
> Sent: Monday, February 16, 2004 10:56 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] "undef" settings and searching the list archives
>
>
>
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> On Mon, 16 Feb 2004 10:49:53 -0500, Adolfo Santiago wrote
> Subject: "[rt-users] "undef" settings and searching the list archives"
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
>
> > For settings like:
> >
> >  Set($LogToFile, undef);
> >
> >  If I want to enable logging to a file, how do I do it?  Do I turn the
> >  "undef" into a "1", or a "0", or a "yes"?
>
> Any value that would cause it to be defined.
>
> >  Also, are the list archives searchable?  Looking in monthly files or
> >  downloading the entire 65 Meg archive is not practical for me.
>
> Yes, it's at the bottom of the page in the mailing list section at
> bestpractical.com.
>
> --
> Andy Harrison
> (full headers for details)
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From murphy at genome.chop.edu  Mon Feb 16 13:08:07 2004
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Mon, 16 Feb 2004 13:08:07 -0500
Subject: [rt-users] rt 3.0.9 and DBIx::SearchBuilder 0.97
Message-ID: <128AA072-60AB-11D8-B969-0003930D3626@genome.chop.edu>

I believe the powers that be are aware of this, but this is an 
unpleasant trap for the unwary (i.e. most users):

The 0.97 version of DBIx::SearchBuilder that you get if you install via 
the CPAN module is not the correct version needed for 3.0.9 (the 
Columns object doesn't exist.)

It seems that this should be fixed on CPAN.  Barring this, I would have 
hoped for a special note in the README or UPGRADING files.

Thanks,
Kevin



From mrz at intelenet.net  Mon Feb 16 13:19:59 2004
From: mrz at intelenet.net (matthew zeier)
Date: Mon, 16 Feb 2004 10:19:59 -0800
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
Message-ID: <015501c3f4b9$7cf5b370$88180a0a@MRZTP>


Can someone clafify the attachment corruption issue?  Is it strickly a perl
issue or a rt 3.0.8 vs 3.0.9 issue?

I'd like to upgrade RT but the perl upgrade might not happen real quick.


--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From myk1 at ptgrey.com  Mon Feb 16 13:26:07 2004
From: myk1 at ptgrey.com (Mike White)
Date: Mon, 16 Feb 2004 10:26:07 -0800
Subject: [rt-users] RT3.0.9 Attachment performance feedback
Message-ID: <40310B3F.9030501@ptgrey.com>


Hey all,

This weekend i upgraded our system to RT 3.0.9.  I was really looking 
forward to this release as our company uses a ton of attachments in 
tickets and we were getting serious performance issues.  The server is a 
2.0GHz Dell with a gig of ram.  I'm using FastCGI and apache 1.3.29.

Before i upgraded i ran some tests on the previous 3.0.8 system.  On a 
large ticket with a single 10k attachment i reloaded the ticket in 
mozilla several times and got the following load times, in seconds: 17, 
28, 19, 36.

Then i did the following:

  - Upgraded the system from Redhat 9 to Fedora Core 1 using yum and a 
local repository. (so easy!)
  - Downloaded the perl 5.8.3 source RPM from Fedora Core 2 Testing, 
changed the SPEC file to have threading off (20% speedup according to 
perl docs), compiled and installed it.
  - Installed RT 3.0.9, SearchBuilder 0.97 (the CPAN version worked fine 
for me), and all new dependent CPAN modules.

Then i ran my test again, but this time i timed from when i hit reload 
to when the page was entirely rendered. I got the following times, in 
seconds: 17, 17, 18, 17.


So it looks like performance has gotten more consistent, which is 
definitely a step in the right direction.  The incremental rendering is 
also a huge improvement since page rendering and the important fields 
for scanning tickets (requestor, status) are displayed super quick.




From myk1 at ptgrey.com  Mon Feb 16 13:27:52 2004
From: myk1 at ptgrey.com (Mike White)
Date: Mon, 16 Feb 2004 10:27:52 -0800
Subject: [rt-users] rt 3.0.9 and DBIx::SearchBuilder 0.97
In-Reply-To: <128AA072-60AB-11D8-B969-0003930D3626@genome.chop.edu>
References: <128AA072-60AB-11D8-B969-0003930D3626@genome.chop.edu>
Message-ID: <40310BA8.8020903@ptgrey.com>


Kevin Murphy wrote:

> The 0.97 version of DBIx::SearchBuilder that you get if you install via 
> the CPAN module is not the correct version needed for 3.0.9 (the Columns 
> object doesn't exist.)


I upgraded yesterday using a CPAN mirror and didn't run into any problems..?



From mailbag at anothernet.com  Mon Feb 16 13:28:22 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Mon, 16 Feb 2004 13:28:22 -0500
Subject: [rt-users] Is RT's syslog facility "RT" (as in RT.info, RT.warn,
	etc)?
Message-ID: 

Is RT's syslog facility "RT" (as in RT.info, RT.warn, etc)?

I need to know in order to set up a dedicated syslog log...

Thanks!

Chago





From myk1 at ptgrey.com  Mon Feb 16 13:31:39 2004
From: myk1 at ptgrey.com (Mike White)
Date: Mon, 16 Feb 2004 10:31:39 -0800
Subject: [rt-users] Back to mod_perl?
Message-ID: <40310C8B.8020702@ptgrey.com>


Now that it's generally agreed that the attachment corruption issue has 
been solved, i'm wondering if i should go back to mod_perl from FastCGI. 
   Do you think mod_perl is faster?

Ideally, even, i'd like to use a single install of Apache 2.0 from RPMs 
rather than a custom-compiled Apache 1.3.29.  Has mod_perl 2.x reached 
any level of stability wrt RT yet?

Thanks,
mike




From cubic at acronis.ru  Mon Feb 16 13:40:00 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 16 Feb 2004 21:40:00 +0300
Subject: [rt-users] Back to mod_perl?
In-Reply-To: <40310C8B.8020702@ptgrey.com>
References: <40310C8B.8020702@ptgrey.com>
Message-ID: <40310E80.1050405@acronis.ru>

Mike White wrote:
> 
> Now that it's generally agreed that the attachment corruption issue has 
> been solved, i'm wondering if i should go back to mod_perl from FastCGI. 
>   Do you think mod_perl is faster?
Don't know really(I use mp1), but wish to know too.
> 
> Ideally, even, i'd like to use a single install of Apache 2.0 from RPMs 
> rather than a custom-compiled Apache 1.3.29.  Has mod_perl 2.x reached 
> any level of stability wrt RT yet?
mp2 from Distributors still suck.
Make your own Apache1 rpm spec.
> 
> Thanks,
> mike
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From mrz at intelenet.net  Mon Feb 16 13:41:35 2004
From: mrz at intelenet.net (matthew zeier)
Date: Mon, 16 Feb 2004 10:41:35 -0800
Subject: [rt-users] removing deleted tickets
Message-ID: <017f01c3f4bc$879f5120$88180a0a@MRZTP>


Anyone have a method (script) to remove deleted tickets and all it's
components from the db?


--
matthew zeier                        | "Nothing in life is to be feared.
InteleNet Communications, Inc.       |  It is only to be understood."
(949) 784-7904                       |       - Marie Curie



From jesse at bestpractical.com  Mon Feb 16 13:45:39 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 16 Feb 2004 13:45:39 -0500
Subject: [rt-users] rt 3.0.9 and DBIx::SearchBuilder 0.97
In-Reply-To: <40310BA8.8020903@ptgrey.com>
References: <128AA072-60AB-11D8-B969-0003930D3626@genome.chop.edu>
	<40310BA8.8020903@ptgrey.com>
Message-ID: <20040216184539.GP23591@fsck.com>




On Mon, Feb 16, 2004 at 10:27:52AM -0800, Mike White wrote:
> 
> Kevin Murphy wrote:
> 
> >The 0.97 version of DBIx::SearchBuilder that you get if you install via 
> >the CPAN module is not the correct version needed for 3.0.9 (the Columns 
> >object doesn't exist.)

It's the Columns method on the DBIx::SearchBuilder class. And according
to the copy I downloaded from CPAN, it does very much exist.  I'd bet
that you've probably rebuilt perl and not rebuilt mod_perl..and that's
causing you to get old versions of modules.

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


From cubic at acronis.ru  Mon Feb 16 14:05:08 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Mon, 16 Feb 2004 22:05:08 +0300
Subject: [rt-users] RT HTML Cleaner v2
Message-ID: <40311464.7050403@acronis.ru>

I've slightly reworked my patch which clean and disply html parts on WebUI.

Our support team find this useful.

Installation:
$> perl -e 'install HTML::Scrubber' -MCPAN
$> cd /path/to/rt3/

test:
$> cat /path/to/rt3.html_display.patch | patch -p1 --dry-run

Hunk #1 succeeded at 66 with fuzz 2.
Is ok it's just due versions changes.

install:
$> cat /path/to/rt3.html_display.patch | patch -p1

revert:
$> cat /path/to/rt3.html_display.patch | patch -p1 -R

		Good luck. Ruslan.

ps. Feedback is wellcome.
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From perreal at lyon.cemagref.fr  Mon Feb 16 15:05:12 2004
From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=)
Date: Mon, 16 Feb 2004 21:05:12 +0100
Subject: [rt-users] RT HTML Cleaner v2
In-Reply-To: <40311464.7050403@acronis.ru>
References: <40311464.7050403@acronis.ru>
Message-ID: <40312278.7070101@lyon.cemagref.fr>

Personnaly, I rewrote some Attachment and Transaction subs (with _Local) 
that uses HTML::TreeBuilder and HTML::FormatText to converts HTML to 
plain/text, which in turn can be display in WebUI and used as 
transaction content in mail templates. Although we lose some format, the 
output is generaly more useful than nothing, what is unpatched RT 
returns in theses cases. BTW this also handles text/enriched parts (an 
obscure though RFC'ed format mainly produced by Eudora, Qualcomm's mailer).

Best regards,

-- 
Guillaume Perr?al.

Responsable informatique,
Cemagref, groupement de Lyon,
France.

T?l: (+33) 4.72.20.87.87.
Fax: (+33) 4.78.47.78.75.
Site: http://www.lyon.cemagref.fr/



Ruslan U. Zakirov a ?crit :

> I've slightly reworked my patch which clean and disply html parts on 
> WebUI.
>
> Our support team find this useful.
>
> Installation:
> $> perl -e 'install HTML::Scrubber' -MCPAN
> $> cd /path/to/rt3/
>
> test:
> $> cat /path/to/rt3.html_display.patch | patch -p1 --dry-run
>
> Hunk #1 succeeded at 66 with fuzz 2.
> Is ok it's just due versions changes.
>
> install:
> $> cat /path/to/rt3.html_display.patch | patch -p1
>
> revert:
> $> cat /path/to/rt3.html_display.patch | patch -p1 -R
>
>         Good luck. Ruslan.
>
> ps. Feedback is wellcome.
>
>------------------------------------------------------------------------
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.bestpractical.com
>http://lists.bestpractical.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>  
>

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From iqbala at qwestip.net  Mon Feb 16 16:07:35 2004
From: iqbala at qwestip.net (Asif Iqbal)
Date: Mon, 16 Feb 2004 16:07:35 -0500
Subject: [rt-users] Carriage Return on Wiki Page
Message-ID: <20040216210735.GB10620@qwestip.net>

Hi Jesse et al.

How do I make my kwiki page not to ignore my carriage return ? I noticed
all lines get unwrapped unless I put a blank line between lines.

Any help/suggestion or direction to a separate mailing list would be
greatly appreciated

Thanks
-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There's no place like 127.0.0.1


From Damien.Lederer at itsa.gov.au  Mon Feb 16 17:12:15 2004
From: Damien.Lederer at itsa.gov.au (Lederer, Damien)
Date: Tue, 17 Feb 2004 09:12:15 +1100
Subject: [rt-users] Template help REALLY required
Message-ID: 

Folks,

I've been pushing RT here to the department I'm working in, saying that it
can implement just about any workflow required.  But I can't seem to get the
templates working properly and now I'm faced with having egg on my face
because RT just doesn't seem to work.

My scenario is this:  A user creates a ticket in a queue.  An approval is
created that is sent to the originator's supervisor.  The relationship
between requester and their supervisor is held in an external system.  I can
get the block of code in the template to lookup the supervisor, but I cannot
get it to assign the supervisor as the AdminCc in the approval template. Eg:

	===Create-Ticket: approval
	{
	   ... Lookup code...
	   my @admins;
	   push (@admins, "supervisor's email address");
	}
	AdminCc: {join ("\nAdminCc: ", at admins) }


The example template does something extremely similar to this
(http://www.bestpractical.com/rt/docs/3.0/appendix5-approvals.txt).  The
example populates an array called "@admins" which is used later to assign to
the "AdminCc:" section of the template.  However this does not work for
me...  the value of "@admins" is NOT passed through... it just turns out
blank.

I asked this question before, but no answers were forthcoming.  Does anybody
know how to resolve this?  Has anybody used variables/arrays in their
templates in this manner?  Can anybody confirm/deny whether this works?  Am
I asking the wrong mailing list?  Should I ask rt-devel?


Damien Lederer

Solaris Administrator
ITSA Information Technology



From perreal at lyon.cemagref.fr  Mon Feb 16 17:46:14 2004
From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=)
Date: Mon, 16 Feb 2004 23:46:14 +0100
Subject: [rt-users] Template help REALLY required
In-Reply-To: 
References: 
Message-ID: <40314836.8060609@lyon.cemagref.fr>

Lederer, Damien a ?crit :

>[snip]
>	===Create-Ticket: approval
>	{
>	   ... Lookup code...
>	   my @admins;
>	   push (@admins, "supervisor's email address");
>	}
>	AdminCc: {join ("\nAdminCc: ", at admins) }
>
>
>The example template does something extremely similar to this
>(http://www.bestpractical.com/rt/docs/3.0/appendix5-approvals.txt).  The
>example populates an array called "@admins" which is used later to assign to
>the "AdminCc:" section of the template.  However this does not work for
>me...  the value of "@admins" is NOT passed through... it just turns out
>blank.
>
>I asked this question before, but no answers were forthcoming.  Does anybody
>know how to resolve this?  Has anybody used variables/arrays in their
>templates in this manner?  Can anybody confirm/deny whether this works?  Am
>I asking the wrong mailing list?  Should I ask rt-devel?
>  
>
Each template code block corresponds is translated into a real Perl 
block. So I think your problem may be related to using "my @admins" 
between braces: the list @admins is syntaxically scoped to the frist 
block and thus is out of scope of the second block.

You can either try to use only one block :

{
   ... Lookup code...
   my @admins;
   push (@admins, "supervisor's email address");
   $OUT = map "\nAdminCc: $_", @admins;
}

(see Text::Template man page for usage of the $OUT variable).

Or omit the my() statement :

{
   ... Lookup code...
   @admins = (); # Even this can be facultative, depending of leading code
   push (@admins, "supervisor's email address");
}
AdminCc: {join ("\nAdminCc: ", at admins) }

-- 
Guillaume Perr?al.

Responsable informatique,
Cemagref, groupement de Lyon,
France.

T?l: (+33) 4.72.20.87.87.
Fax: (+33) 4.78.47.78.75.
Site: http://www.lyon.cemagref.fr/




From perreal at lyon.cemagref.fr  Mon Feb 16 17:52:49 2004
From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=)
Date: Mon, 16 Feb 2004 23:52:49 +0100
Subject: [rt-users] Is RT's syslog facility "RT" (as in RT.info, RT.warn, 
	etc)?
In-Reply-To: 
References: 
Message-ID: <403149C1.5040007@lyon.cemagref.fr>

RT's syslog facility is Log::Dispatch::Syslog default one : "user". (You 
should look for InitLogging sub in lib/RT.pm).

Adolfo Santiago a ?crit :

>Is RT's syslog facility "RT" (as in RT.info, RT.warn, etc)?
>
>I need to know in order to set up a dedicated syslog log...
>
>Thanks!
>
>Chago
>
>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.bestpractical.com
>http://lists.bestpractical.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>  
>

-- 
Guillaume Perr?al.

Responsable informatique,
Cemagref, groupement de Lyon,
France.

T?l: (+33) 4.72.20.87.87.
Fax: (+33) 4.78.47.78.75.
Site: http://www.lyon.cemagref.fr/




From rmillisl at gdcanada.com  Mon Feb 16 18:46:48 2004
From: rmillisl at gdcanada.com (Randy Millis)
Date: Mon, 16 Feb 2004 16:46:48 -0700
Subject: [rt-users] RT 3 on solaris 9 x86 no connection to syslog 
Message-ID: <00f901c3f4e7$24c68ac0$67fc1eac@gdcan.com>

Ok, new problem - I have the WebUI running finally - but got this problem
and would like some suggestions:

Logged in as root I:
- Click the "New Ticket In" button with the default (and only queue)
selected
- I enter a subject
- I put some details in to describe the issue
- I click Create and get the following error (full long error text included
below)

-cut-
System error

      error:  no connection to syslog available at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77

      context:  ...
            187:  # whether they should generate a full stack trace
(confess() and cluck())
            188:  # or simply report the caller's package (croak() and
carp()), respectively.
            189:  # confess() and croak() die, carp() and cluck() warn.
            190:
            191:  sub croak { die shortmess @_ }
            192:  sub confess { die longmess @_ }
            193:  sub carp { warn shortmess @_ }
            194:  sub cluck { warn longmess @_ }
            195:
            ...

      code stack:  /opt/lib/perl5/5.8.1/Carp.pm:191
      /opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm:429
      /opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm:293
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Output.pm:41
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm:95
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm:74
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm:22
      /opt/rt3/lib/RT.pm:235
      /opt/lib/perl5/5.8.1/Carp.pm:193
      /opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm:427
      /opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm:293
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Output.pm:41
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm:95
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm:74
      /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm:22
      /opt/rt3/lib/RT/I18N.pm:333
      /opt/rt3/lib/RT/I18N.pm:309
      /opt/rt3/lib/RT/I18N.pm:164
      /opt/rt3/lib/RT/I18N.pm:139
      /opt/rt3/lib/RT/Interface/Web.pm:494
      /opt/rt3/lib/RT/Interface/Web.pm:251
      /opt/rt3/share/html/Ticket/Display.html:69
      /opt/rt3/share/html/Ticket/Create.html:246
      /opt/rt3/share/html/autohandler:163

raw error































no connection to syslog available at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77


Trace begun at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Exceptions.pm line
131
HTML::Mason::Exceptions::rethrow_exception('no connection to syslog
available at /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line
77^J') called at /opt/lib/perl5/5.8.1/Carp.pm line 191
Carp::croak('no connection to syslog available') called at
/opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm line 429
Sys::Syslog::connect('no connection to syslog available') called at
/opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm line 293
Sys::Syslog::syslog('WARNING', '%s', 'unix dgram connect: Socket operation
on non-socket at /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line
77^J (/opt/rt3/lib/RT.pm:235)^J') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77
Log::Dispatch::Syslog::log_message('Log::Dispatch::Syslog=HASH(0x94bae78)',
'message', 'unix dgram connect: Socket operation on non-socket at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77^J
(/opt/rt3/lib/RT.pm:235)^J', 'name', 'syslog', 'level', 'warning') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Output.pm line 41
Log::Dispatch::Output::log(undef, 'message', 'unix dgram connect: Socket
operation on non-socket at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77^J', 'name',
'syslog', 'level', 'warning') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm line 95
Log::Dispatch::_log_to('Log::Dispatch=HASH(0x94b601c)', 'message', 'unix
dgram connect: Socket operation on non-socket at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77^J', 'name',
'syslog', 'level', 'warning') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm line 74
Log::Dispatch::log('Log::Dispatch=HASH(0x94b601c)', 'level', 'warning',
'message', 'unix dgram connect: Socket operation on non-socket at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77^J') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm line 22
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x94b601c)', 'unix dgram
connect: Socket operation on non-socket at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77^J') called at
/opt/rt3/lib/RT.pm line 235
RT::__ANON__('unix dgram connect: Socket operation on non-socket at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77^J') called at
/opt/lib/perl5/5.8.1/Carp.pm line 193
Carp::carp('unix dgram connect: Socket operation on non-socket') called at
/opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm line 427
Sys::Syslog::connect('unix dgram connect: Socket operation on non-socket')
called at /opt/lib/perl5/5.8.1/i86pc-solaris/Sys/Syslog.pm line 293
Sys::Syslog::syslog('DEBUG', '%s', 'Guessed encoding: ascii^J') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77
Log::Dispatch::Syslog::log_message('Log::Dispatch::Syslog=HASH(0x94bae78)',
'message', 'Guessed encoding: ascii^J', 'name', 'syslog', 'level', 'debug')
called at /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Output.pm line 41
Log::Dispatch::Output::log(undef, 'message', 'Guessed encoding: ascii',
'name', 'syslog', 'level', 'debug') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm line 95
Log::Dispatch::_log_to('Log::Dispatch=HASH(0x94b601c)', 'message', 'Guessed
encoding: ascii', 'name', 'syslog', 'level', 'debug') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm line 74
Log::Dispatch::log('Log::Dispatch=HASH(0x94b601c)', 'level', 'debug',
'message', 'Guessed encoding: ascii') called at
/opt/lib/perl5/site_perl/5.8.1/Log/Dispatch.pm line 22
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x94b601c)', 'Guessed encoding:
ascii') called at /opt/rt3/lib/RT/I18N.pm line 333
RT::I18N::_GuessCharset('Content-Type: text/plain^JContent-Disposition:
inline^JContent-Transfer-Encoding: binary^JMIME-Version: 1.0^JX-Mailer:
MIME-tools 5.411 (Entity 5.404)^JSubject: test1^Jt4rest') called at
/opt/rt3/lib/RT/I18N.pm line 309
RT::I18N::_FindOrGuessCharset('MIME::Entity=HASH(0x9842430)') called at
/opt/rt3/lib/RT/I18N.pm line 164
RT::I18N::SetMIMEEntityToEncoding('MIME::Entity=HASH(0x9842430)', 'utf-8')
called at /opt/rt3/lib/RT/I18N.pm line 139
RT::I18N::SetMIMEEntityToUTF8('MIME::Entity=HASH(0x9842430)') called at
/opt/rt3/lib/RT/Interface/Web.pm line 494
HTML::Mason::Commands::MakeMIMEEntity('Subject', 'test1', 'From', undef,
'Cc', '', 'Body', 't4rest') called at /opt/rt3/lib/RT/Interface/Web.pm line
251
HTML::Mason::Commands::CreateTicket('Attachments', undef, 'new-RefersTo',
'', 'AdminCc', '', 'MemberOf-new', '', 'FinalPriority', 0, 'Due', '',
'TimeWorked', '', 'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new',
'', 'Status', 'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '') called at /opt/rt3/share/html/Ticket/Display.html line 69
HTML::Mason::Commands::__ANON__('AdminCc', '', 'new-RefersTo', '',
'MemberOf-new', '', 'FinalPriority', 0, 'InitialPriority', 0, 'TimeWorked',
'', 'Due', '', 'Subject', 'test1', 'RefersTo-new', '', 'Requestors',
'root at localhost', 'Status', 'new', 'id', 'new', 'Cc', '', 'new-DependsOn',
'', 'Starts', '', 'Queue', 'cgyengtest', 'TimeLeft', '', 'DependsOn-new',
'', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '', 'Attach', '')
called at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9708e6
c)', 'AdminCc', '', 'new-RefersTo', '', 'MemberOf-new', '', 'FinalPriority',
0, 'InitialPriority', 0, 'TimeWorked', '', 'Due', '', 'Subject', 'test1',
'RefersTo-new', '', 'Requestors', 'root at localhost', 'Status', 'new', 'id',
'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest',
'TimeLeft', '', 'DependsOn-new', '', 'Content', 't4rest', 'Owner', '',
'new-MemberOf', '', 'Attach', '') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 1074
eval {...}('HTML::Mason::Component::FileBased=HASH(0x9708e6c)', 'AdminCc',
'', 'new-RefersTo', '', 'MemberOf-new', '', 'FinalPriority', 0,
'InitialPriority', 0, 'TimeWorked', '', 'Due', '', 'Subject', 'test1',
'RefersTo-new', '', 'Requestors', 'root at localhost', 'Status', 'new', 'id',
'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest',
'TimeLeft', '', 'DependsOn-new', '', 'Content', 't4rest', 'Owner', '',
'new-MemberOf', '', 'Attach', '') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'AdminCc', '', 'new-RefersTo', '',
'MemberOf-new', '', 'FinalPriority', 0, 'InitialPriority', 0, 'TimeWorked',
'', 'Due', '', 'Subject', 'test1', 'RefersTo-new', '', 'Requestors',
'root at localhost', 'Status', 'new', 'id', 'new', 'Cc', '', 'new-DependsOn',
'', 'Starts', '', 'Queue', 'cgyengtest', 'TimeLeft', '', 'DependsOn-new',
'', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '', 'Attach', '')
called at /opt/rt3/share/html/Ticket/Create.html line 246
HTML::Mason::Commands::__ANON__('new-RefersTo', '', 'AdminCc', '',
'MemberOf-new', '', 'FinalPriority', 0, 'Due', '', 'TimeWorked', '',
'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new', '', 'Status',
'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '', 'new-RefersTo', '', 'AdminCc', '', 'MemberOf-new', '',
'FinalPriority', 0, 'Due', '', 'TimeWorked', '', 'InitialPriority', 0,
'Subject', 'test1', 'RefersTo-new', '', 'Status', 'new', 'Requestors',
'root at localhost', 'id', 'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '',
'Queue', 'cgyengtest', 'DependsOn-new', '', 'TimeLeft', '', 'Content',
't4rest', 'Owner', '', 'new-MemberOf', '', 'Attach', '') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96cfa3
0)', 'new-RefersTo', '', 'AdminCc', '', 'MemberOf-new', '', 'FinalPriority',
0, 'Due', '', 'TimeWorked', '', 'InitialPriority', 0, 'Subject', 'test1',
'RefersTo-new', '', 'Status', 'new', 'Requestors', 'root at localhost', 'id',
'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest',
'DependsOn-new', '', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '',
'new-MemberOf', '', 'Attach', '', 'new-RefersTo', '', 'AdminCc', '',
'MemberOf-new', '', 'FinalPriority', 0, 'Due', '', 'TimeWorked', '',
'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new', '', 'Status',
'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '') called at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm
line 1074
eval {...}('HTML::Mason::Component::FileBased=HASH(0x96cfa30)',
'new-RefersTo', '', 'AdminCc', '', 'MemberOf-new', '', 'FinalPriority', 0,
'Due', '', 'TimeWorked', '', 'InitialPriority', 0, 'Subject', 'test1',
'RefersTo-new', '', 'Status', 'new', 'Requestors', 'root at localhost', 'id',
'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest',
'DependsOn-new', '', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '',
'new-MemberOf', '', 'Attach', '', 'new-RefersTo', '', 'AdminCc', '',
'MemberOf-new', '', 'FinalPriority', 0, 'Due', '', 'TimeWorked', '',
'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new', '', 'Status',
'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '') called at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm
line 1068
HTML::Mason::Request::comp(undef, undef, 'new-RefersTo', '', 'AdminCc', '',
'MemberOf-new', '', 'FinalPriority', 0, 'Due', '', 'TimeWorked', '',
'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new', '', 'Status',
'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '', 'new-RefersTo', '', 'AdminCc', '', 'MemberOf-new', '',
'FinalPriority', 0, 'Due', '', 'TimeWorked', '', 'InitialPriority', 0,
'Subject', 'test1', 'RefersTo-new', '', 'Status', 'new', 'Requestors',
'root at localhost', 'id', 'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '',
'Queue', 'cgyengtest', 'DependsOn-new', '', 'TimeLeft', '', 'Content',
't4rest', 'Owner', '', 'new-MemberOf', '', 'Attach', '') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x
982e5c4)', 'new-RefersTo', '', 'AdminCc', '', 'MemberOf-new', '',
'FinalPriority', 0, 'Due', '', 'TimeWorked', '', 'InitialPriority', 0,
'Subject', 'test1', 'RefersTo-new', '', 'Status', 'new', 'Requestors',
'root at localhost', 'id', 'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '',
'Queue', 'cgyengtest', 'DependsOn-new', '', 'TimeLeft', '', 'Content',
't4rest', 'Owner', '', 'new-MemberOf', '', 'Attach', '') called at
/opt/rt3/share/html/autohandler line 163
HTML::Mason::Commands::__ANON__('new-RefersTo', '', 'AdminCc', '',
'MemberOf-new', '', 'FinalPriority', 0, 'Due', '', 'TimeWorked', '',
'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new', '', 'Status',
'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8d4e4f
8)', 'new-RefersTo', '', 'AdminCc', '', 'MemberOf-new', '', 'FinalPriority',
0, 'Due', '', 'TimeWorked', '', 'InitialPriority', 0, 'Subject', 'test1',
'RefersTo-new', '', 'Status', 'new', 'Requestors', 'root at localhost', 'id',
'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest',
'DependsOn-new', '', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '',
'new-MemberOf', '', 'Attach', '') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 1069
eval {...}('HTML::Mason::Component::FileBased=HASH(0x8d4e4f8)',
'new-RefersTo', '', 'AdminCc', '', 'MemberOf-new', '', 'FinalPriority', 0,
'Due', '', 'TimeWorked', '', 'InitialPriority', 0, 'Subject', 'test1',
'RefersTo-new', '', 'Status', 'new', 'Requestors', 'root at localhost', 'id',
'new', 'Cc', '', 'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest',
'DependsOn-new', '', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '',
'new-MemberOf', '', 'Attach', '') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'new-RefersTo', '',
'AdminCc', '', 'MemberOf-new', '', 'FinalPriority', 0, 'Due', '',
'TimeWorked', '', 'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new',
'', 'Status', 'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '') called at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm
line 338
eval {...}(undef, undef, undef, 'new-RefersTo', '', 'AdminCc', '',
'MemberOf-new', '', 'FinalPriority', 0, 'Due', '', 'TimeWorked', '',
'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new', '', 'Status',
'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '') called at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm
line 338
eval {...}(undef, undef, undef, 'new-RefersTo', '', 'AdminCc', '',
'MemberOf-new', '', 'FinalPriority', 0, 'Due', '', 'TimeWorked', '',
'InitialPriority', 0, 'Subject', 'test1', 'RefersTo-new', '', 'Status',
'new', 'Requestors', 'root at localhost', 'id', 'new', 'Cc', '',
'new-DependsOn', '', 'Starts', '', 'Queue', 'cgyengtest', 'DependsOn-new',
'', 'TimeLeft', '', 'Content', 't4rest', 'Owner', '', 'new-MemberOf', '',
'Attach', '') called at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm
line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x982e5
c4)') called at /opt/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm
line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x982e5c4)') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl
er=HASH(0x982e5c4)') called at
/opt/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(
0x92d8078)', 'Apache=SCALAR(0x977b1f4)') called at /opt/rt3/bin/webmux.pl
line 118
RT::Mason::handler('Apache=SCALAR(0x977b1f4)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x977b1f4)') called at /dev/null line 0
-cut-



From pdh at snapgear.com  Mon Feb 16 18:58:12 2004
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 17 Feb 2004 09:58:12 +1000
Subject: [rt-users] RT 3 on solaris 9 x86 no connection to syslog
In-Reply-To: <00f901c3f4e7$24c68ac0$67fc1eac@gdcan.com>
References: <00f901c3f4e7$24c68ac0$67fc1eac@gdcan.com>
Message-ID: <20040216235812.GI2810@moreton.com.au>

Randy Millis wrote:
>       error:  no connection to syslog available at
> /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77

http://www.google.com/search?q=solaris+syslog+site:fsck.com

common problem, discussed to death...
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From bill at daze.net  Mon Feb 16 19:03:01 2004
From: bill at daze.net (bill at daze.net)
Date: Mon, 16 Feb 2004 16:03:01 -0800 (PST)
Subject: [rt-users] Re: Carriage Return on Wiki Page
In-Reply-To: <20040216234718.BE9D61141F@pallas.eruditorum.org>
References: <20040216234718.BE9D61141F@pallas.eruditorum.org>
Message-ID: <20040216160020.U54670@droid.daze.net>


> How do I make my kwiki page not to ignore my carriage return ? I noticed
> all lines get unwrapped unless I put a blank line between lines.

Short answer: what you want to do isn't a feature of Kwiki.

Long answer:

Go to http://www.kwiki.org/index.cgi?KwikiAnswers and search for
"newlines".  There are at least two questions with different answers on
this subject on that page.


From rmillisl at gdcanada.com  Mon Feb 16 19:05:41 2004
From: rmillisl at gdcanada.com (Randy Millis)
Date: Mon, 16 Feb 2004 17:05:41 -0700
Subject: [rt-users] RT 3 on solaris 9 x86 no connection to syslog
References: <00f901c3f4e7$24c68ac0$67fc1eac@gdcan.com>
	<20040216235812.GI2810@moreton.com.au>
Message-ID: <011201c3f4e9$c8140b60$67fc1eac@gdcan.com>

Thanks I'll have a look. Must have used the wrong keywords when I googled
and searched the list.:-(

----- Original Message ----- 
From: "Phil Homewood" 
To: 
Sent: Monday, February 16, 2004 4:58 PM
Subject: Re: [rt-users] RT 3 on solaris 9 x86 no connection to syslog


> Randy Millis wrote:
> >       error:  no connection to syslog available at
> > /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77
>
> http://www.google.com/search?q=solaris+syslog+site:fsck.com
>
> common problem, discussed to death...
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - A CyberGuard Company
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From pdh at bestpractical.com  Mon Feb 16 19:06:08 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 17 Feb 2004 10:06:08 +1000
Subject: [rt-users] Error bounces?
In-Reply-To: <40309D1F.2080300@alink.co.za>
References: <40309D1F.2080300@alink.co.za>
Message-ID: <20040217000608.GK2810@moreton.com.au>

George Barnett wrote:
> RT could not load a valid user, and RT's configuration does not allow
> for the creation of a new user for this email (peter at 123.com).
> 
> You might need to grant 'Everyone' the right 'CreateTicket' for the
> queue itsupport.

Error might be a bit misleading. Could the missing right be
ReplyToTicket instead?
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Mon Feb 16 19:10:28 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 17 Feb 2004 10:10:28 +1000
Subject: [rt-users] "undef" settings and searching the list archives
In-Reply-To: 
References: <20040216105534.1cec715a@andy>
	
Message-ID: <20040217001028.GL2810@moreton.com.au>

Adolfo Santiago wrote:
> Just wondering...  The main search form and the results pages don't display
> any of the graphics/icons.  All I get are the little square with the red
> X's.  Is this normal or is my browser just not getting them?  For example:
> 
> http://lists.bestpractical.com/htdig/star.gif
> 
> Doesn't show up for me.

No, it doesn't. It's a bug, but it doesn't affect the operation
of the search at any rate.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From rmillisl at gdcanada.com  Mon Feb 16 19:47:29 2004
From: rmillisl at gdcanada.com (Randy Millis)
Date: Mon, 16 Feb 2004 17:47:29 -0700
Subject: [rt-users] RT 3 on solaris 9 x86 no connection to syslog
References: <00f901c3f4e7$24c68ac0$67fc1eac@gdcan.com>
	<20040216235812.GI2810@moreton.com.au>
Message-ID: <012301c3f4ef$9effef40$67fc1eac@gdcan.com>

Hi all,

I tried adding "Set($LogToFile      , 'debug');" in
/opt/rt3/etc/RT_SiteConfig.pm and got an error in apache's error_log "Log
directory /opt/rt3/var/log not found or couldn't be written." so I chowned
"Log directory /opt/rt3/var/log" to www:www and gave the group write
permission (e.g. "drwxrwxr-x   2 www      www          512 Feb 16 17:21
log").

This create the file rt.log after an apache restart, but I got the same
errors in the webUI on creation of a ticket and the following in rt.log

-cut-
[Tue Feb 17 00:46:04 2004] [debug]: Guessed encoding: ascii
(/opt/rt3/lib/RT/I18N.pm:333)
[Tue Feb 17 00:46:04 2004] [warning]: unix dgram connect: Socket operation
on non-socket at /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line
77
 (/opt/rt3/lib/RT.pm:235)
-cut-

I also tried adding "Set($LogToSyslog    , undef);" and "Set($LogToScreen
, 'error');" and performing an apache stop:start but same webUI errors, but
nothing in rt.log. :-(


----- Original Message ----- 
From: "Phil Homewood" 
To: 
Sent: Monday, February 16, 2004 4:58 PM
Subject: Re: [rt-users] RT 3 on solaris 9 x86 no connection to syslog


> Randy Millis wrote:
> >       error:  no connection to syslog available at
> > /opt/lib/perl5/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77
>
> http://www.google.com/search?q=solaris+syslog+site:fsck.com
>
> common problem, discussed to death...
> -- 
> Phil Homewood, Systems Janitor, http://www.SnapGear.com
> pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
> SnapGear - A CyberGuard Company
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From autrijus at autrijus.org  Mon Feb 16 20:42:27 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Tue, 17 Feb 2004 09:42:27 +0800
Subject: [rt-users] Re: Carriage Return on Wiki Page
In-Reply-To: <20040216160020.U54670@droid.daze.net>
References: <20040216234718.BE9D61141F@pallas.eruditorum.org>
	<20040216160020.U54670@droid.daze.net>
Message-ID: <20040217014227.GB83060@aut.dyndns.org>

On Mon, Feb 16, 2004 at 04:03:01PM -0800, bill at daze.net wrote:
> > How do I make my kwiki page not to ignore my carriage return ? I noticed
> > all lines get unwrapped unless I put a blank line between lines.
> 
> Short answer: what you want to do isn't a feature of Kwiki.

Shorter answer is: Indent it. :-)  Just like PODs.

Thanks,
/Autrijus/
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From rmillisl at gdcanada.com  Mon Feb 16 21:01:10 2004
From: rmillisl at gdcanada.com (Randy Millis)
Date: Mon, 16 Feb 2004 19:01:10 -0700
Subject: [rt-users] RT 3 on solaris 9 x86 no connection to syslog
References: <00f901c3f4e7$24c68ac0$67fc1eac@gdcan.com><20040216235812.GI2810@moreton.com.au>
	<012301c3f4ef$9effef40$67fc1eac@gdcan.com>
Message-ID: <013a01c3f4f9$e9cc72f0$67fc1eac@gdcan.com>

Ok, this seems to be resolved now:

The fix for me was to set the following lines in BOTH RT_SiteConfig.pm AND
RT_Config.pm :

Set($LogToSyslog    , undef);
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

Is this a bug?

Why do the entries in RT_SiteConfig.pm not override those in RT_Config.pm?



From rt-users at umpquanet.com  Mon Feb 16 21:20:02 2004
From: rt-users at umpquanet.com (James Long)
Date: Mon, 16 Feb 2004 18:20:02 -0800
Subject: [rt-users] "Message not recorded" when replying to one specific
	ticket
Message-ID: <20040217022002.GA5766@ns.museum.rain.com>

I'm running RT 3.0.8 with postgresql-7.4.1_1 on FreeBSD 5.2-RELEASE-p2.
Full pkg_info output is farther below.

I have one ticket which gives me "Message not recorded" errors whenever I 
send email to post against that ticket.  I get a reply from " via RT"
which appears below.  No other tickets I have tried have this problem.  

Where should I look next to troubleshoot this?  I tried reinstalling the 
p5-Log-Dispatch-2.03 port, with no improvement.  What troubleshooting can
I perform next to determine how to diagnose and correct the problem?

The ticket *may* have had a leading and/or trailing space in the requestor's
email address when created (via the web interface), but I'm not sure that's
relevant.  The space does not show up in the ticket display (which doesn't
surprise me), and I have since deleted both the original requestors and
added them back in manually, ensuring that there are no leading or trailing
spaces in the addresses.  The ticket was created with two requestors,
such as

name1 at example.com, name2 at example.com


Thanks, and regards from Portland,

Jim Long




-----Original Message-----
From: via RT [mailto:support at example.com]
Sent: Monday, February 16, 2004 5:39 PM
Subject: [example.com #278] Binghamton: ensure that all project
managers have access to terminal server 




Program fragment delivered error ``no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Syslog.pm line 77

Stack:
  [/usr/local/lib/perl5/5.8.2/Carp.pm:191]
  [/usr/local/lib/perl5/5.8.2/mach/Sys/Syslog.pm:429]
  [/usr/local/lib/perl5/5.8.2/mach/Sys/Syslog.pm:337]
  [/usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Syslog.pm:77]
  [/usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Output.pm:41]
  [/usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch.pm:95]
  [/usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch.pm:74]
  [/usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch.pm:22]
  [/usr/local/rt3/lib/RT.pm:247]
  [/usr/local/lib/perl5/5.8.2/Carp.pm:194]
  [/usr/local/rt3/lib/RT/Principal_Overlay.pm:354]
  [/usr/local/rt3/lib/RT/User_Overlay.pm:1450]
  [/usr/local/rt3/lib/RT/CurrentUser.pm:305]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:779]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:755]
  [/usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder/Record.pm:409]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:334]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:251]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:193]
  [template:6]
  [/usr/local/rt3/lib/RT/Template_Overlay.pm:395]
  [/usr/local/rt3/lib/RT/Template_Overlay.pm:315]
  [/usr/local/rt3/lib/RT/Action/SendEmail.pm:210]
  [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:199]
  [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:402]
  [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:345]
  [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:196]
  [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:118]
  [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3801]
  [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:2319]
  [/usr/local/rt3/lib/RT/Interface/Email.pm:709]
  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31]''




ImageMagick-nox11-5.5.7.16 Image processing tools
apache-1.3.29_1     The extremely popular Apache http server.  Very fast, very 
autoconf-2.13.000227_5 Automatically configure source code on many Un*x platforms 
bash-2.05b.007      The GNU Bourne Again Shell
bison-1.75_2        A parser generator from FSF, (mostly) compatible with Yacc
cvsup-without-gui-16.1h General network file distribution system optimized for CVS 
db41-4.1.25_1       The Berkeley DB package, revision 4.1
expat-1.95.6_1      XML 1.0 parser written in C
fastest_cvsup-0.2.8 Finds fastest CVSup server
gettext-0.13.1      GNU gettext package
gmake-3.80_2        GNU version of 'make' utility
jpeg-6b_1           IJG's jpeg compression utilities
libiconv-1.9.1_3    A character set conversion library
m4-1.4_1            GNU m4
mkisofs-2.0.3_1     Create iso9660/Rock Ridge/Joliet filesystems
mod_perl-1.28       Embeds a Perl interpreter in the Apache server
p5-Apache-DBI-0.92  DBI persistent connection, authentication and authorization
p5-Apache-Session-1.54_2 A persistence framework for session data
p5-Apache-Test-1.07 Test.pm wrapper with helpers for testing Apache
p5-Authen-SASL-2.06 Perl5 module for SASL authentication
p5-CGI.pm-3.04,1    Simple Common Gateway Interface Class for Perl
p5-Cache-Cache-1.02 Cache::Cache -- Perl Cache interface
p5-Carp-Assert-0.17 Executable comments like the ANSI C library assert.h
p5-Class-Container-0.10 Glues object frameworks together transparently
p5-Class-Data-Inheritable-0.02 Inheritable, overridable class data
p5-Class-Fields-0.201 Set of modules to operate with class fields and members acc
p5-Class-ReturnValue-0.52 A return-value object that can be treated as a boolean,arra
p5-DBD-Pg-1.22_3    Provides access to PostgreSQL databases through the DBI
p5-DBI-1.40         The perl5 Database Interface.  Required for DBD::* modules
p5-DBIx-SearchBuilder-0.96 Perl extension for easy SQL SELECT Statement generation
p5-Devel-StackTrace-1.04 Stack trace and stack trace frame objects
p5-Digest-1.05      Modules that calculate message digests
p5-Digest-MD5-2.33  Perl5 interface to the MD5 algorithm
p5-Digest-SHA1-2.07 Perl interface to the SHA-1 Algorithm
p5-Error-0.15       Perl module to provide Error/exception support for perl: Er
p5-Exception-Class-1.16 A module that allows you to declare real exception classes 
p5-File-Temp-0.12_1 Perl5 module to generate temporary files or directories saf
p5-Font-AFM-1.18    An interface to Adobe font metrics files
p5-FreezeThaw-0.43  A module for converting Perl structures to strings and back
p5-Getopt-Long-2.34 Perl module for extended processing of command line options
p5-HTML-Format-2.03 A module to format HTML to text or PS
p5-HTML-Mason-1.25  High-performance, dynamic web site authoring system
p5-HTML-Parser-3.34 Perl5 module for parse HTML tag
p5-HTML-Tagset-3.03 Some useful data table in parsing HTML
p5-HTML-Tree-3.18   A collection of modules to manupulate HTML syntax trees
p5-I18N-LangTags-0.29 Functions for dealing with RFC-1766-style language tags
p5-IO-Socket-SSL-0.95 Perl5 interface to SSL sockets
p5-IO-stringy-2.108 Perl5 module for using IO handles with non-file objects
p5-IPC-ShareLite-0.09 A simple interface to access shared memory
p5-Locale-Maketext-1.08 A framework for software localization and inheritance-based
p5-Locale-Maketext-Fuzzy-0.02 Locale::Maketext::Fuzzy - Maketext from already interpolate
p5-Locale-Maketext-Lexicon-0.34 Use other catalog formats in Locale::Maketext
p5-Log-Dispatch-2.03 A suite of OO modules for logging messages to multiple outp
p5-MIME-Base64-3.00 Perl5 module for Base64 and Quoted-Printable encodings
p5-MIME-Tools-5.411a_3,1 A set of perl5 modules for MIME
p5-MLDBM-2.01       Store multi-level hash structure in single level tied hash
p5-Mail-Sendmail-0.79 Perl module implementing a simple, platform-independent mai
p5-Mail-Tools-1.60  Perl5 modules for dealing with Internet e-mail messages
p5-Net-1.17,1       Perl5 modules to access and use network protocols
p5-Net-SSLeay-1.23  Perl5 interface to SSL
p5-Params-Validate-0.72 Validate method/function parameters
p5-PodParser-1.26   Modules to work with POD (Plain Old Documentation)
p5-Regexp-Common-2.113 Regexp::Common - Provide commonly requested regular express
p5-Storable-2.09    Persistency for perl data structures
p5-Term-ReadKey-2.21 A perl5 module for simple terminal control
p5-Test-Harness-2.38_1 Run perl standard test scripts with statistics
p5-Test-Inline-0.16 Test::Inline - Inlining your tests next to the code being t
p5-Test-Simple-0.47_1 Basic utilities for writing tests in perl
p5-Text-Autoformat-1.12 Automatic and manual text wrapping and reformating formatti
p5-Text-Quoted-1.5  Text::Quoted - Extract the structure of a quoted mail messa
p5-Text-Reform-1.11 Manual text wrapping and reformatting
p5-Text-Template-1.44 Expand template text with embedded Perl
p5-Text-Wrapper-1.000 Simple word wrapping routine
p5-Time-HiRes-1.55,1 A perl5 module implementing High resolution time, sleep, an
p5-Time-modules-2003.1126 Set of modules for time manipulation
p5-URI-1.30         Perl5 interface to Uniform Resource Identifier (URI) refere
p5-WWW-Mechanize-0.72 This module is to help you automate interaction with a webs
p5-base-2.03        Set of modules to operate with inheritance and class fields
p5-libapreq-1.3     Generic Apache Request Library
p5-libwww-5.76      Perl5 library for WWW access
perl-5.8.2_4        Practical Extraction and Report Language
php4-4.3.4_6        PHP Scripting Language (Apache Module and CLI)
pkgconfig-0.15.0_1  A utility used to retrieve information about installed libr
png-1.2.5_3         Library for manipulating PNG images
popt-1.6.4_2        A getopt(3) like library with a number of enhancements, fro
portupgrade-20040208 FreeBSD ports/packages administration and management tool s
postgresql-7.4.1_1  The most advanced open-source database available anywhere
rsync-2.6.0         A network file distribution/synchronization utility
rt3-3.0.8           RT is an industrial-grade ticketing system written in Perl
ruby-1.6.8.2003.10.15 An object-oriented interpreted scripting language
ruby-bdb1-0.2.1     Ruby interface to Berkeley DB revision 1.8x with full featu
ruby-shim-ruby18-1.8.1.p3 A set of Ruby modules to provide Ruby 1.8 functionalities
samba-2.2.8a_1      A free SMB and CIFS client and server for UNIX
snobol-0.99.4_1     0.99.4 release of ``The Macro Implementation of SNOBOL4 in 
sudo-1.6.7.5        Allow others to run commands as root
tiff-3.6.1_1        Tools and library routines for working with TIFF images


From pdh at snapgear.com  Mon Feb 16 22:37:27 2004
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 17 Feb 2004 13:37:27 +1000
Subject: [rt-users] RT 3 on solaris 9 x86 no connection to syslog
In-Reply-To: <013a01c3f4f9$e9cc72f0$67fc1eac@gdcan.com>
References: <012301c3f4ef$9effef40$67fc1eac@gdcan.com>
	<013a01c3f4f9$e9cc72f0$67fc1eac@gdcan.com>
Message-ID: <20040217033727.GP2810@moreton.com.au>

Randy Millis wrote:
> Why do the entries in RT_SiteConfig.pm not override those in RT_Config.pm?

They do, except when you Set($something, undef). It's a 
known limitation.

Setting (in your case) LogToSyslog to '' (an empty string)
should be a suitable workaround.

-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From m.husband at leadup.com.au  Mon Feb 16 23:05:35 2004
From: m.husband at leadup.com.au (Mike Husband)
Date: Tue, 17 Feb 2004 14:05:35 +1000
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
In-Reply-To: <015501c3f4b9$7cf5b370$88180a0a@MRZTP>
Message-ID: <001a01c3f50b$4bc98810$8f90a8c0@internal.leadup.com.au>


All the discussions I have seen suggest that it is a perl issue.
You need to upgrade to perl 5.8.3, regardless of the RT upgrade.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of matthew
> zeier
> Sent: Tuesday, 17 February 2004 4:20 AM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
> 
> 
> 
> Can someone clafify the attachment corruption issue?  Is it 
> strickly a perl
> issue or a rt 3.0.8 vs 3.0.9 issue?
> 
> I'd like to upgrade RT but the perl upgrade might not happen 
> real quick.
> 
> 



From bill at daze.net  Mon Feb 16 23:04:54 2004
From: bill at daze.net (bill at daze.net)
Date: Mon, 16 Feb 2004 20:04:54 -0800 (PST)
Subject: [rt-users] Re: Carriage Return on Wiki Page
In-Reply-To: <20040217014227.GB83060@aut.dyndns.org>
References: <20040216234718.BE9D61141F@pallas.eruditorum.org>
	<20040216160020.U54670@droid.daze.net>
	<20040217014227.GB83060@aut.dyndns.org>
Message-ID: <20040216200253.D57884@droid.daze.net>

> Shorter answer is: Indent it. :-)  Just like PODs.

But that turns it into 
 formatted text.  Not sure if that's what the
original poster is looking for.  It would be nice it kwiki supported 

tags, but that is a bit off topic for this list.  ;-)


From nickc at voyager.net  Mon Feb 16 23:53:34 2004
From: nickc at voyager.net (Nick)
Date: Mon, 16 Feb 2004 23:53:34 -0500
Subject: [rt-users] "Couldn =?iso-8859-1?q?=B9?=
	t create ticket due to internal 	error" Any Ideas?
Message-ID: 

Attempted Ticket Creation through E-Mail:
-----------
[error]: Couldn't create a ticket group of type 'Requestor' for ticket
1473:Could not create group (/home/rt/lib/RT/Ticket_Overlay.pm:1314)

[crit]: Couldn't create ticket groups for ticket 1473. aborting Ticket
creation. (/home/rt/lib/RT/Ticket_Overlay.pm:528)

[crit]: Ticket could not be created due to an internal error
(/home/rt/lib/RT/Interface/Email.pm:579)

[error]: Create failed: 0 / 0 / Ticket could not be created due to an
internal error  (/home/rt/lib/RT/Interface/Email.pm:583)
-----------


Attempted Ticket Creation through RT:
-----------
[error]: Couldn't create a ticket group of type 'Requestor' for ticket 1474:
Could not create group (/home/rt/lib/RT/Ticket_Overlay.pm:1314)

[crit]: Couldn't create ticket groups for ticket 1474. aborting Ticket
creation. (/home/rt/lib/RT/Ticket_Overlay.pm:528)

[error]: WebRT: Ticket could not be created due to an internal error ()
(/home/rt/share/html/Elements/Error:53)
------------


RT was running fine until Friday when a co-worker set up a new queue and
added new users.  Now whenever there is a ticket creation attempt I get the
above errors.  Any ideas?   Could it be a database problem?   Sorry RT
newbie here. =/

-Nick



From pape-rt at inf.fu-berlin.de  Tue Feb 17 03:09:41 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Tue, 17 Feb 2004 09:09:41 +0100
Subject: [rt-users] removing deleted tickets
In-Reply-To: <017f01c3f4bc$879f5120$88180a0a@MRZTP>
References: <017f01c3f4bc$879f5120$88180a0a@MRZTP>
Message-ID: <2147483647.1077008981@eremix>

Hallo matthew,

--Am Montag, 16. Februar 2004 10:41 Uhr -0800 schrieb matthew zeier 
:

> Anyone have a method (script) to remove deleted tickets and all it's
> components from the db?

mine is attached. It works for RT 3 upto 3.0.9. You need to change the 
first line to the pah of your perl binary.

Dirk.
-------------- next part --------------
#!/export/perl/bin/perl
#
# Steve Poirier - steve at inet-technologies.com
# edited by Tim Allwine tallwine at oreilly.com
# to use with RT2 and MySQL
# edited by Tony Aiuto  to deal with Links
# edited by Jonas Lincoln  to work with RT3 and mysql
# edited by Dirk Pape  to cope with Role-Groups (RT 3)

use strict;
my $date = shift;
my $ticketnbr = 0;

if ( ! $date ) { $date=`/bin/date -I -d "3 months ago"`; }
print "$date\n";

# Replace this with your RT_LIB_PATH
use lib "/export/rt3/lib";
# Replace this with your RT_ETC_PATH
use lib "/export/rt3/etc";

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

#Clean out all the nasties from the environment
CleanEnv();

#Load etc/config.pm and drop privs
RT::LoadConfig();

#Connect to the database and get RT::SystemUser and RT::Nobody loaded
RT::Init();

(my $x=RT::Handle->new)->Connect;

my $dbh = $x->dbh() or die "Couldn't connect to RT database";

my $sql = "SELECT id FROM Tickets WHERE Status=? AND LastUpdated < \'$date\'";
my $sth = $dbh->prepare($sql);
$sth->execute('deleted');

# proceed with deletion

my $d_sth     = $dbh->prepare('SELECT id FROM Transactions where Ticket=?');
my $stid      = $dbh->prepare('DELETE FROM Attachments WHERE TransactionId=?');
my $sttrans   = $dbh->prepare( 'DELETE FROM Transactions WHERE Ticket=?');
my $stobjects = $dbh->prepare( 'DELETE FROM TicketCustomFieldValues WHERE Ticket=?');
my $stlinks1  = $dbh->prepare( 'DELETE FROM Links WHERE LocalBase=?');
my $stlinks2  = $dbh->prepare( 'DELETE FROM Links WHERE LocalTarget=?');
my $d_groups  = $dbh->prepare( 'SELECT id FROM Groups WHERE Domain="RT::Ticket-Role" AND Instance=?');
my $grpmbrs   = $dbh->prepare( 'DELETE FROM GroupMembers WHERE GroupId=?');
my $groups    = $dbh->prepare( 'DELETE FROM Groups WHERE Domain="RT::Ticket-Role" AND Instance=?');
my $stticket  = $dbh->prepare( 'DELETE FROM Tickets WHERE id=?');

while ( my ($ticketid) = $sth->fetchrow_array() )  {
    print "\nticket $ticketid is dead and last updated before $date. Deleting:  ";
    $d_sth->execute($ticketid);

# delete Attachments for this ticket
    print "Attachments. ";
    while ( my ($transid) = $d_sth->fetchrow_array() )  {
	  $stid->execute($transid);
    }

# delete Ticket in Transactions table
    print "Transactions. ";
    $sttrans->execute($ticketid);

# delete TicketRole groups for this ticket
    print "TicketRole groupmembers. ";
    $d_groups->execute($ticketid);
    while ( my ($groupid) = $d_groups->fetchrow_array() )  {
	  $grpmbrs->execute($groupid);
    }
    print "TicketRole groups. ";
    $groups->execute($ticketid);

# delete Ticket in ObjectKeywords table
    print "ObjectKeywords. ";
    $stobjects->execute($ticketid);

# delete Ticket from the Links table
    print "Links1. ";
    $stlinks1->execute($ticketid);
    print "Links2. ";
    $stlinks2->execute($ticketid);

# delete Ticket from the Tickets table
    print "Ticket. ";
    $stticket->execute($ticketid);

    $ticketnbr++;
}
print "\nDone. Deleted $ticketnbr tickets.\n\n";

exit;

From mixo at coza.net.za  Tue Feb 17 03:54:25 2004
From: mixo at coza.net.za (mixo)
Date: Tue, 17 Feb 2004 10:54:25 +0200
Subject: [rt-users] Creating an article
In-Reply-To: <1076939673.3916.3.camel@mixo.coza.net.za>
References: <1076939673.3916.3.camel@mixo.coza.net.za>
Message-ID: <4031D6C1.5050505@coza.net.za>

Issue disappered after upgrading to rtfm 2.0.3rc5.

Mixo Shiburi wrote:

>When trying to create an ariticle as a privileged user I get the 
>following error
>**+++++*
>*RTFM Error*   No permission to view Article
>*+++++
>
>But I can create articles as super user. I have tried setting following 
>rights:
>AdminClass
>CreateArticle
>ModifyACL
>ModifyArticle
>SeeClass
>ShowACL
>ShowArticle
>ShowArticleHistory
>to the groups "Everyone", and  "Privileged", but that didnt help. I have
>also tried
>setting the rights for the user without much succes either.
>
>And, is there a way to get articles listed as they are in the first 
>version of rtfm,
>i.e. like here http://fsck.com/rtfm/ in version 2?
>
>RT 3.0.8
>RTFM 2.0.2
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.bestpractical.com
>http://lists.bestpractical.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>  
>




From mux at qualigaz.com  Tue Feb 17 05:10:52 2004
From: mux at qualigaz.com (Maxime Henrion)
Date: Tue, 17 Feb 2004 11:10:52 +0100
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
Message-ID: <001501c3f53e$533b0460$2c27a8c0@Sandrine>

    Hello,


I'm getting the following error when trying to display a ticket after
having updated RT to 3.0.9.  What did I miss?

Thanks in advance,
Maxime

      error:  Can't locate object method "Columns" via package
"RT::Attachments" at
/usr/share/request-tracker3/html/Ticket/Elements/ShowAttachments line
66.

      context:  ...
            62:  my %documents;
            63:  my $transactions = $Ticket->Transactions();
            64:  while (my $trans = $transactions->Next()) {
            65:  my $attachments = $trans->Attachments();
            66:  $attachments->Columns( qw( Id Filename ContentType
Headers Subject Parent ContentEncoding ContentType TransactionId) );
            67:  $attachments->Limit(FIELD => 'Filename', OPERATOR =>
'IS NOT', VALUE => 'NULL', QUOTEVALUE => 0, ENTRYAGGREGATOR => 'AND');
            68:  $attachments->Limit(FIELD => 'Filename', OPERATOR =>
'!=', VALUE => '', ENTRYAGGREGATOR => 'AND');
            69:  while (my $attach = $attachments->Next()) {
            70:  next unless ($attach->Filename());
            ...

      code stack:
/usr/share/request-tracker3/html/Ticket/Elements/ShowAttachments:66
      /usr/share/request-tracker3/html/Ticket/Elements/ShowSummary:68
      /usr/share/request-tracker3/html/Ticket/Display.html:33
      /usr/share/request-tracker3/html/autohandler:195

raw error



From fw at deneb.enyo.de  Tue Feb 17 05:53:36 2004
From: fw at deneb.enyo.de (Florian Weimer)
Date: Tue, 17 Feb 2004 11:53:36 +0100
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
In-Reply-To: <001501c3f53e$533b0460$2c27a8c0@Sandrine>
References: <001501c3f53e$533b0460$2c27a8c0@Sandrine>
Message-ID: <20040217105336.GA5420@deneb.enyo.de>

Maxime Henrion wrote:

> I'm getting the following error when trying to display a ticket after
> having updated RT to 3.0.9.  What did I miss?

It looks as if RT doesn't find the most recent DBIx::SearchBuilder
version (0.97).


From sury.ondrej at globe.cz  Tue Feb 17 06:00:40 2004
From: sury.ondrej at globe.cz (=?iso-8859-2?Q?Ond=F8ej_Sur=FD?=)
Date: Tue, 17 Feb 2004 12:00:40 +0100
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
In-Reply-To: <015501c3f4b9$7cf5b370$88180a0a@MRZTP>
References: <015501c3f4b9$7cf5b370$88180a0a@MRZTP>
Message-ID: <1077015639.3256.63.camel@ondrej.sury.org>

It's perl issue.  rt 3.0.8 with perl 5.8.3 has no problems.

O.

On Mon, 2004-02-16 at 19:19, matthew zeier wrote:
> Can someone clafify the attachment corruption issue?  Is it strickly a perl
> issue or a rt 3.0.8 vs 3.0.9 issue?
> 
> I'd like to upgrade RT but the perl upgrade might not happen real quick.
> 
> 
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Ond?ej Sur? 
Globe Internet s.r.o.



From mh+rt-users at zugschlus.de  Tue Feb 17 07:38:36 2004
From: mh+rt-users at zugschlus.de (Marc Haber)
Date: Tue, 17 Feb 2004 13:38:36 +0100
Subject: [rt-users] off topic: exim4 on debian disables pipe_trnasport
In-Reply-To: <18303418-609B-11D8-A4E4-003065DC18B8@hamburg.fcb.com>
References: <18303418-609B-11D8-A4E4-003065DC18B8@hamburg.fcb.com>
Message-ID: <20040217123836.GD30247@torres.ka0.zugschlus.de>

On Mon, Feb 16, 2004 at 05:13:44PM +0100, Harald Wagener wrote:
> the newest package for exim4 on debian has pipes disabled by default in 
> the /etc/aliases b default, which means Your favorite request tracker 
> won't get any mails anymore. There is a hint in 
> /usr/share/doc/exim4-config/README.Debian.gz that You need to reenable 
> the pipe_transport again in 
> /etc/exim4/conf.d/router/400_exim4-config_system_aliases.

You might want to use the solution from Debian Bug #229052. It saves
you the risk of allowing pipes from the system aliases file, and
automatically picks up new queues from the rt3 configuration - no MTA
configuration needed.

Please consider using a dedicated router/transport.

> But, just removing the comment from the line containing
> 
> pipe_transport = address_pipe
> 
> does not suffice, no even after reloading the configuration or stopping 
> and starting exim4 completely.

What do your logs say after that change?

Greetings
Marc

-- 
-----------------------------------------------------------------------------
Marc Haber         | "I don't trust Computers. They | Mailadresse im Header
Karlsruhe, Germany |  lose things."    Winona Ryder | Fon: *49 721 966 32 15
Nordisch by Nature |  How to make an American Quilt | Fax: *49 721 966 31 29


From dpickard at tadis.com  Tue Feb 17 09:46:47 2004
From: dpickard at tadis.com (Duncan Pickard)
Date: Tue, 17 Feb 2004 09:46:47 -0500
Subject: [rt-users] RT-Crontab configuration
Message-ID: 

OK-
    I was trying to figure out why the priority of my tickets was not going
up.  So I poked arround and found the rt-crontool file.  AH-HA!  I need to
set up a cron job somewhere to do this.  However, rt-crontool does not
appear to be documented anywhere.  I eventualy found ./rtcrontool --help,
but that was not very enlightening.  I am looking to have the priority of my
tickets move from their origina priority at creation, twards their final
priority at due date.  I am guessing I will need to set up a dummy user (rt3
perhaps) who is a member of the group rt, and have the rt-crontool executed
at regular intervals, what I can't figure out are what options I would use
for rt-crontool.  Any ideas?

                                                                            
               - D. Pickard



From chris.poupart at mcgill.ca  Tue Feb 17 10:03:19 2004
From: chris.poupart at mcgill.ca (Chris Poupart)
Date: Tue, 17 Feb 2004 10:03:19 -0500
Subject: [rt-users] Custom Fields
Message-ID: <40322D37.3020902@mcgill.ca>

Hi Folks,

I was wondering if there are any limits on the number of custom fields 
that can be set up for a particular queue.  Is it 5, 10, "unlimited"?

Thanks!

-- Chris



From scott at cae.com  Tue Feb 17 10:11:24 2004
From: scott at cae.com (Scott Hebert)
Date: Tue, 17 Feb 2004 10:11:24 -0500
Subject: [rt-users] Custom Fields
Message-ID: <69F1436AA435D7118EE1009027B0FF3A08B77428@caemsx02.cae.ca>

Not sure about a limit for CFs for a queue but I currently have 44 global
custom fields. I'm running rt 3.0.8, rh80 with perl 5.8.3.

SH

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Chris
Poupart
Sent: Tuesday, February 17, 2004 10:03 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Custom Fields


Hi Folks,

I was wondering if there are any limits on the number of custom fields 
that can be set up for a particular queue.  Is it 5, 10, "unlimited"?

Thanks!

-- Chris

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

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





From asterr at pobox.com  Tue Feb 17 10:21:03 2004
From: asterr at pobox.com (asterr)
Date: Wed, 18 Feb 2004 00:21:03 +0900 (JST)
Subject: [rt-users] RT-Crontab configuration
In-Reply-To: 
Message-ID: 

I have cronjobs like the following:

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

Change the --search-arg argument to match the queue you want to escalate 
priorities for.  I do one cronjob per queue -- there may be a more efficient
way to do this.

-Aaron

On Tue, 17 Feb 2004, Duncan Pickard wrote:

> OK-
>     I was trying to figure out why the priority of my tickets was not going
> up.  So I poked arround and found the rt-crontool file.  AH-HA!  I need to
> set up a cron job somewhere to do this.  However, rt-crontool does not
> appear to be documented anywhere.  I eventualy found ./rtcrontool --help,
> but that was not very enlightening.  I am looking to have the priority of my
> tickets move from their origina priority at creation, twards their final
> priority at due date.  I am guessing I will need to set up a dummy user (rt3
> perhaps) who is a member of the group rt, and have the rt-crontool executed
> at regular intervals, what I can't figure out are what options I would use
> for rt-crontool.  Any ideas?
> 
>                                                                             
>                - D. Pickard
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> 
> 



From murphy at genome.chop.edu  Tue Feb 17 10:35:56 2004
From: murphy at genome.chop.edu (Kevin Murphy)
Date: Tue, 17 Feb 2004 10:35:56 -0500
Subject: [rt-users] rt 3.0.9 and DBIx::SearchBuilder 0.97
In-Reply-To: <40310BA8.8020903@ptgrey.com>
Message-ID: 

OK, OK!  I confess, I went off half-cocked, for which I apologize.  
CPAN _is_ dispensing 0.97_02.

-Kevin



From rcassily at DENOVIS.COM  Tue Feb 17 10:40:17 2004
From: rcassily at DENOVIS.COM (Cassily, Ryan)
Date: Tue, 17 Feb 2004 10:40:17 -0500
Subject: [rt-users] delete/disable custom fields in RTFM
Message-ID: 

Is there a way to delete or disable a custom field in RTFM?  I see no option available.  RT 3.0.8 / RTFM 2.0.2.

Thanks in advance.


From kmoran at servecentric.com  Tue Feb 17 10:41:03 2004
From: kmoran at servecentric.com (Kevin Moran)
Date: Tue, 17 Feb 2004 15:41:03 -0000
Subject: [rt-users] Priorities on RT2
Message-ID: 

Hi,

I'm trying to priorities on RT2 but the priorities don't seem to
increase over time.  Is this automatically setup to do so or do I have
to change something in my setup?

Regards,
Kevin

-------------- next part --------------
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From iqbala at qwestip.net  Tue Feb 17 10:52:29 2004
From: iqbala at qwestip.net (Asif Iqbal)
Date: Tue, 17 Feb 2004 10:52:29 -0500
Subject: [rt-users] Re: Carriage Return on Wiki Page
In-Reply-To: <20040216200253.D57884@droid.daze.net>
References: <20040216234718.BE9D61141F@pallas.eruditorum.org>
	<20040216160020.U54670@droid.daze.net>
	<20040217014227.GB83060@aut.dyndns.org>
	<20040216200253.D57884@droid.daze.net>
Message-ID: <20040217155229.GE10620@qwestip.net>

bill at daze.net wrote:
> > Shorter answer is: Indent it. :-)  Just like PODs.
> 
> But that turns it into 
 formatted text.  Not sure if that's what the
> original poster is looking for.  It would be nice it kwiki supported 

> tags, but that is a bit off topic for this list.  ;-)

I was looking for 
 support. I wish there were a mailing list for
this


-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There's no place like 127.0.0.1


From jim.rowan at starcore-dsp.com  Tue Feb 17 11:08:58 2004
From: jim.rowan at starcore-dsp.com (Jim Rowan)
Date: Tue, 17 Feb 2004 10:08:58 -0600
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
Message-ID: 

For what it's worth,

We were happily operating for a long time with perl 5.8.0, rt 3.06 (and
earlier) on FreeBSD 4.9, and never saw any corruption issues.  We
upgraded perl to 5.8.2 in order to run a test/devel instance of RT
alongside our production instance.  After that perl upgrade we started
experiencing the corruption.  

I can't say that the installation details of the two perl instances were
the same, so it might not have been related to the version but to
something about how it was built.  In addition, a few modules were
upgraded (I used CPAN), so it might be related to versions of some
module...

An upgrade to 5.8.3 fixed it.

Jim

> -----Original Message-----
> From: Mike Husband [mailto:m.husband at leadup.com.au]
> Sent: Monday, February 16, 2004 10:06 PM
> To: rt-users at lists.fsck.com
> Subject: RE: [rt-users] attachment corruption, 5.8.0 v 5.8.3
> 
> 
> All the discussions I have seen suggest that it is a perl issue.
> You need to upgrade to perl 5.8.3, regardless of the RT upgrade.
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of
matthew
> > zeier
> > Sent: Tuesday, 17 February 2004 4:20 AM
> > To: rt-users at lists.fsck.com
> > Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
> >
> >
> >
> > Can someone clafify the attachment corruption issue?  Is it
> > strickly a perl
> > issue or a rt 3.0.8 vs 3.0.9 issue?
> >
> > I'd like to upgrade RT but the perl upgrade might not happen
> > real quick.
> >
> >
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


From Joseph_Micciche at Progressive.com  Tue Feb 17 11:20:02 2004
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 17 Feb 2004 11:20:02 -0500
Subject: Subject: [rt-users] RT-Crontab configuration
Message-ID: 





> I am looking to have the priority of my
> tickets move from their origina priority at creation, twards their final
> priority at due date.  I am guessing I will need to set up a dummy user
(rt3
> perhaps) who is a member of the group rt, and have the rt-crontool
executed
> at regular intervals, what I can't figure out are what options I would
use
> for rt-crontool.  Any ideas?

We used the rt-escalate and rt-remind scripts avaialble on this page:

http://www.fsck.com/pub/rt/contrib/3.0/

and simply added them to crontab.

# Crontab Entries for Request Tracker
#
# RT-Escalate.pl escalates the priority of open tickets daily
#
10 3 * * 1-5 /usr/local/rt3/utils/rt-escalate.pl
#
# RT-Remind.pl generates an email to ticket owners every day
# letting them know what tickets they still have open.
#
10 3 * * 1-5 /usr/local/rt3/utils/rt-remind.pl
#
# End Request Tracker

You can skip the remind script, but our folks seem to like it. :-)

Joe Micciche



From JChen at paymentone.com  Tue Feb 17 11:43:14 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Tue, 17 Feb 2004 08:43:14 -0800
Subject: [rt-users] removing deleted tickets
Message-ID: <6D6E09D687772640AA41F009EB85FE050436F7@CPMAL00.corpnet.p1.local>

This script is interesting.   I'm not a perl programmer but I'm wondering if it can be modified to delete ALL tickets from ALL queues so RT would start assigning tickets with #1 again.  If it is, how would I go about it?  If there is a script like this already available, please lead me to one.   
 
Thanks!
 
-Jonathan
Message: 5
Date: Tue, 17 Feb 2004 09:09:41 +0100
From: Dirk Pape 
Subject: Re: [rt-users] removing deleted tickets
To: matthew zeier , rt-users at lists.fsck.com
Message-ID: <2147483647.1077008981 at eremix>
Content-Type: text/plain; charset="us-ascii"

Hallo matthew,

--Am Montag, 16. Februar 2004 10:41 Uhr -0800 schrieb matthew zeier
:

> Anyone have a method (script) to remove deleted tickets and all it's
> components from the db?

mine is attached. It works for RT 3 upto 3.0.9. You need to change the
first line to the pah of your perl binary.

Dirk.
-------------- next part --------------
#!/export/perl/bin/perl
#
# Steve Poirier - steve at inet-technologies.com
# edited by Tim Allwine tallwine at oreilly.com
# to use with RT2 and MySQL
# edited by Tony Aiuto  to deal with Links
# edited by Jonas Lincoln  to work with RT3 and mysql
# edited by Dirk Pape  to cope with Role-Groups (RT 3)

use strict;
my $date = shift;
my $ticketnbr = 0;

if ( ! $date ) { $date=`/bin/date -I -d "3 months ago"`; }
print "$date\n";

# Replace this with your RT_LIB_PATH
use lib "/export/rt3/lib";
# Replace this with your RT_ETC_PATH
use lib "/export/rt3/etc";

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

#Clean out all the nasties from the environment
CleanEnv();

#Load etc/config.pm and drop privs
RT::LoadConfig();

#Connect to the database and get RT::SystemUser and RT::Nobody loaded
RT::Init();

(my $x=RT::Handle->new)->Connect;

my $dbh = $x->dbh() or die "Couldn't connect to RT database";

my $sql = "SELECT id FROM Tickets WHERE Status=? AND LastUpdated < \'$date\'";
my $sth = $dbh->prepare($sql);
$sth->execute('deleted');

# proceed with deletion

my $d_sth     = $dbh->prepare('SELECT id FROM Transactions where Ticket=?');
my $stid      = $dbh->prepare('DELETE FROM Attachments WHERE TransactionId=?');
my $sttrans   = $dbh->prepare( 'DELETE FROM Transactions WHERE Ticket=?');
my $stobjects = $dbh->prepare( 'DELETE FROM TicketCustomFieldValues WHERE Ticket=?');
my $stlinks1  = $dbh->prepare( 'DELETE FROM Links WHERE LocalBase=?');
my $stlinks2  = $dbh->prepare( 'DELETE FROM Links WHERE LocalTarget=?');
my $d_groups  = $dbh->prepare( 'SELECT id FROM Groups WHERE Domain="RT::Ticket-Role" AND Instance=?');
my $grpmbrs   = $dbh->prepare( 'DELETE FROM GroupMembers WHERE GroupId=?');
my $groups    = $dbh->prepare( 'DELETE FROM Groups WHERE Domain="RT::Ticket-Role" AND Instance=?');
my $stticket  = $dbh->prepare( 'DELETE FROM Tickets WHERE id=?');

while ( my ($ticketid) = $sth->fetchrow_array() )  {
    print "\nticket $ticketid is dead and last updated before $date. Deleting:  ";
    $d_sth->execute($ticketid);

# delete Attachments for this ticket
    print "Attachments. ";
    while ( my ($transid) = $d_sth->fetchrow_array() )  {
          $stid->execute($transid);
    }

# delete Ticket in Transactions table
    print "Transactions. ";
    $sttrans->execute($ticketid);

# delete TicketRole groups for this ticket
    print "TicketRole groupmembers. ";
    $d_groups->execute($ticketid);
    while ( my ($groupid) = $d_groups->fetchrow_array() )  {
          $grpmbrs->execute($groupid);
    }
    print "TicketRole groups. ";
    $groups->execute($ticketid);

# delete Ticket in ObjectKeywords table
    print "ObjectKeywords. ";
    $stobjects->execute($ticketid);

# delete Ticket from the Links table
    print "Links1. ";
    $stlinks1->execute($ticketid);
    print "Links2. ";
    $stlinks2->execute($ticketid);

# delete Ticket from the Tickets table
    print "Ticket. ";
    $stticket->execute($ticketid);

    $ticketnbr++;
}
print "\nDone. Deleted $ticketnbr tickets.\n\n";

exit;

------------------------------


 
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From rroff at stny.rr.com  Tue Feb 17 11:50:52 2004
From: rroff at stny.rr.com (Russ Roff)
Date: Tue, 17 Feb 2004 11:50:52 -0500
Subject: [rt-users] Dropping the RT database
Message-ID: <001a01c3f576$3444dc60$de500f0a@RUSSROFF>

OK, I've played with RT 3 enough now.  I'm ready to roll this thing out to the rest of my world.

I want to get rid of all the test tickets, queues, etc. that I've been playing with and start fresh.

Is there an easy way to drop the DB and start from scratch?  I know there was an option to use with make, but I I've wiped the source tree I originally built from (doh!).

Thanks!

Russ
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From ah30 at harrisonfamily.com  Tue Feb 17 11:59:40 2004
From: ah30 at harrisonfamily.com (Andy Harrison)
Date: Tue, 17 Feb 2004 11:59:40 -0500
Subject: [rt-users] Dropping the RT database
In-Reply-To: <001a01c3f576$3444dc60$de500f0a@RUSSROFF>
References: <001a01c3f576$3444dc60$de500f0a@RUSSROFF>
Message-ID: <20040217115940.61af78ad@andy>


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On Tue, 17 Feb 2004 11:50:52 -0500, Russ Roff wrote
Subject: "[rt-users] Dropping the RT database"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

> OK, I've played with RT 3 enough now.  I'm ready to roll this thing out to the rest of my world.
> 
> I want to get rid of all the test tickets, queues, etc. that I've been playing with and start fresh.
> 
> Is there an easy way to drop the DB and start from scratch?  I know there was an option to use with make, but I I've wiped the source tree I originally built from (doh!).
> 
> Thanks!
> 
> Russ

Redownload the source and do it again.

-- 
Andy Harrison
(full headers for details)


From lists-rt at pimb.org  Tue Feb 17 12:14:25 2004
From: lists-rt at pimb.org (lists-rt at pimb.org)
Date: Tue, 17 Feb 2004 17:14:25 +0000
Subject: [rt-users] Dropping the RT database
In-Reply-To: <20040217115940.61af78ad@andy>
References: <001a01c3f576$3444dc60$de500f0a@RUSSROFF>
	<20040217115940.61af78ad@andy>
Message-ID: <20040217171425.GA14765@faith.gentoo.org>

On Tue, Feb 17, 2004 at 11:59:40AM -0500, Andy Harrison wrote:
> On Tue, 17 Feb 2004 11:50:52 -0500, Russ Roff wrote
> > Is there an easy way to drop the DB and start from scratch?  I know there was an option to use with make, but I I've wiped the source tree I originally built from (doh!).
> 
> Redownload the source and do it again.

Or just use $RTROOT/sbin/rt-setup-database, which is what the make option calls to do the work anyway.

rt-setup-database --action drop --dba  --prompt-for-dba-password

followed by

rt-setup-database --action init --dba  --prompt-for-dba-password

ought to do the trick i think (though this is from memory, you understand)

hth

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


From cchilds at mcgrawcom.net  Tue Feb 17 12:14:35 2004
From: cchilds at mcgrawcom.net (Clancy Childs)
Date: Tue, 17 Feb 2004 12:14:35 -0500
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
Message-ID: <49571D700004D9409E131F4D4E87964B94F63A@MAIL.bcm-tel.com>

Actually, I upgraded from whatever perl comes with redhat 9 to perl 5.8.3 and I still have attachment corruption issues.
I used the source installation from CPAN and the same config args are the original RH install of perl.
I am using RT 3.0.8 with Apache2 and mod_perl2.
Is there something I should be looking for in my httpd.conf?
Attachments are corrupted when attached to emails and when attached through the web front-end.
Thanks,
Clancy Childs
McGraw Communications

-----Original Message-----
From: Ondrej Sur? [mailto:sury.ondrej at globe.cz]
Sent: Tuesday, February 17, 2004 6:01 AM
To: matthew zeier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] attachment corruption, 5.8.0 v 5.8.3


It's perl issue.  rt 3.0.8 with perl 5.8.3 has no problems.

O.

On Mon, 2004-02-16 at 19:19, matthew zeier wrote:
> Can someone clafify the attachment corruption issue?  Is it strickly a perl
> issue or a rt 3.0.8 vs 3.0.9 issue?
> 
> I'd like to upgrade RT but the perl upgrade might not happen real quick.
> 
> 
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Ond?ej Sur? 
Globe Internet s.r.o.

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

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

From awahlfeldt at subshell.com  Tue Feb 17 12:20:10 2004
From: awahlfeldt at subshell.com (Andreas Wahlfeldt)
Date: Tue, 17 Feb 2004 18:20:10 +0100
Subject: [rt-users] Re: Priorities on RT2
References: <20040217164939.9752E1122A@pallas.eruditorum.org>
Message-ID: <04d101c3f57a$4c22a520$0f00000a@bernoulli>

hi kevin,

the escalation of priorities is NOT an out-of-the-box feature in rt2.
take a look at the rt-addons
(http://download.bestpractical.com/pub/rt/contrib/2.0/rt-addons/). there
you'll find the "escalator.README" which describes what changes you'll have
to make in your rt2 install. the mentioned "EscalatePriority.pm" is located
in
'http://download.bestpractical.com/pub/rt/contrib/2.0/rt-addons/ScripActions
/EscalatePriority/'.

good luck.

cu
andreas

__________________________

Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt at subshell.com
__________________________


> Date: Tue, 17 Feb 2004 15:41:03 -0000
> From: "Kevin Moran" 
> Subject: [rt-users] Priorities on RT2
> To: 
> Message-ID:
>

>
> Content-Type: text/plain; charset="us-ascii"
>
> Hi,
>
> I'm trying to priorities on RT2 but the priorities don't seem to
> increase over time.  Is this automatically setup to do so or do I have
> to change something in my setup?
>
> Regards,
> Kevin



From myra at ack.Berkeley.EDU  Tue Feb 17 12:20:38 2004
From: myra at ack.Berkeley.EDU (Myra Chachkin)
Date: Tue, 17 Feb 2004 09:20:38 -0800
Subject: [rt-users] Re: Dropping the RT database
In-Reply-To: <20040217170016.EBFFA113CA@pallas.eruditorum.org>;
	from rt-users-request@lists.bestpractical.com on Tue, Feb 17,
	2004 at 12:00:16PM -0500
References: <20040217170016.EBFFA113CA@pallas.eruditorum.org>
Message-ID: <20040217092038.B10931@ack.Berkeley.EDU>

How about 

  /usr/local/rt3/sbin/rt-setup-database --force --action drop --dba YOURDBA --dba-password YOURPASSWORD
  /usr/local/rt3/sbin/rt-setup-database --force --action init --dba YOURDBA --dba-password YOURPASSWORD

Regards,
Myra

> > OK, I've played with RT 3 enough now.  I'm ready to roll this thing out to the rest of my world.
> > 
> > I want to get rid of all the test tickets, queues, etc. that I've been playing with and start fresh.
> > 
> > Is there an easy way to drop the DB and start from scratch?  I know there was an option to use with make, but I I've wiped the source tree I originally built from (doh!).
> > 
> > Thanks!
> > 
> > Russ
> 
> Redownload the source and do it again.
> 
> -- 
> Andy Harrison


From J.Ritschmann at tiscon.com  Tue Feb 17 13:03:21 2004
From: J.Ritschmann at tiscon.com (Joachim Ritschmann)
Date: Tue, 17 Feb 2004 19:03:21 +0100
Subject: [rt-users] Approvals
Message-ID: <410A796D112A3643B11B633E8739E11C2C2A14@extis.tiscon.com>

Hi,
what is the secret of approvals?
I've studied the doc, searched in the kWiki page and the rt-user list,
played around with the CreateTicket.pm, but I still don't get the trick.
How do I set up an approval in the queue General.Approval
if a ticket is created in the queue General?
I can't figure out where I have to put the parts of code which are in the
example in the appnedix of the documentation.

Thanks in advance
___________________________________
Ritschi  =B-)

Lose your dreams and you will lose your mind
Rolling Stones - Ruby Tuesday

From J.Ritschmann at tiscon.com  Tue Feb 17 13:10:23 2004
From: J.Ritschmann at tiscon.com (Joachim Ritschmann)
Date: Tue, 17 Feb 2004 19:10:23 +0100
Subject: [rt-users] Commandline interface
Message-ID: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>

Hi,
some days ago I promised to share the perl code I wrote to
create tickets via an external HTML form using the commandline.
I created some HTML files and made them available on:
http://public.tiscon.com
Any comments, hints, ideas are welcome.
___________________________________
Ritschi  =B-)

Lose your dreams and you will lose your mind
Rolling Stones - Ruby Tuesday


From jritchie at bible.edu  Tue Feb 17 13:35:55 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Tue, 17 Feb 2004 13:35:55 -0500
Subject: [rt-users] removing deleted tickets
In-Reply-To: <6D6E09D687772640AA41F009EB85FE050436F7@CPMAL00.corpnet.p1.local>
References: <6D6E09D687772640AA41F009EB85FE050436F7@CPMAL00.corpnet.p1.local>
Message-ID: <20040217133555.5d6a3ae5.jritchie@bible.edu>

See the replies to message "Dropping the RT database". I think that's what you
want.

JSR/

Jonathan Chen scripted ::

>This script is interesting.   I'm not a perl programmer but I'm
>wondering if it can be modified to delete ALL tickets from ALL queues so
>RT would start assigning tickets with #1 again.  If it is, how would I
>go about it?  If there is a script like this already available, please
>lead me to one.   
> 
>Thanks!
> 
>-Jonathan
>Message: 5
>Date: Tue, 17 Feb 2004 09:09:41 +0100
>From: Dirk Pape 
>Subject: Re: [rt-users] removing deleted tickets
>To: matthew zeier , rt-users at lists.fsck.com
>Message-ID: <2147483647.1077008981 at eremix>
>Content-Type: text/plain; charset="us-ascii"
>
>Hallo matthew,
>
>--Am Montag, 16. Februar 2004 10:41 Uhr -0800 schrieb matthew zeier
>:
>
>> Anyone have a method (script) to remove deleted tickets and all it's
>> components from the db?
>
>mine is attached. It works for RT 3 upto 3.0.9. You need to change the
>first line to the pah of your perl binary.
>
>Dirk.
>-------------- next part --------------
>#!/export/perl/bin/perl
>#
># Steve Poirier - steve at inet-technologies.com
># edited by Tim Allwine tallwine at oreilly.com
># to use with RT2 and MySQL
># edited by Tony Aiuto  to deal with Links
># edited by Jonas Lincoln  to work with RT3 and
>mysql
># edited by Dirk Pape  to cope with
>Role-Groups (RT 3)
>
>use strict;
>my $date = shift;
>my $ticketnbr = 0;
>
>if ( ! $date ) { $date=`/bin/date -I -d "3 months ago"`; }
>print "$date\n";
>
># Replace this with your RT_LIB_PATH
>use lib "/export/rt3/lib";
># Replace this with your RT_ETC_PATH
>use lib "/export/rt3/etc";
>
>use RT::Interface::CLI  qw(CleanEnv loc
>                           GetCurrentUser GetMessageContent);
>use RT::Group;
>use RT;
>
>#Clean out all the nasties from the environment
>CleanEnv();
>
>#Load etc/config.pm and drop privs
>RT::LoadConfig();
>
>#Connect to the database and get RT::SystemUser and RT::Nobody loaded
>RT::Init();
>
>(my $x=RT::Handle->new)->Connect;
>
>my $dbh = $x->dbh() or die "Couldn't connect to RT database";
>
>my $sql = "SELECT id FROM Tickets WHERE Status=? AND LastUpdated <
>\'$date\'";
>my $sth = $dbh->prepare($sql);
>$sth->execute('deleted');
>
># proceed with deletion
>
>my $d_sth     = $dbh->prepare('SELECT id FROM Transactions where
>Ticket=?');
>my $stid      = $dbh->prepare('DELETE FROM Attachments WHERE
>TransactionId=?');
>my $sttrans   = $dbh->prepare( 'DELETE FROM Transactions WHERE
>Ticket=?');
>my $stobjects = $dbh->prepare( 'DELETE FROM TicketCustomFieldValues
>WHERE Ticket=?');
>my $stlinks1  = $dbh->prepare( 'DELETE FROM Links WHERE LocalBase=?');
>my $stlinks2  = $dbh->prepare( 'DELETE FROM Links WHERE LocalTarget=?');
>my $d_groups  = $dbh->prepare( 'SELECT id FROM Groups WHERE
>Domain="RT::Ticket-Role" AND Instance=?');
>my $grpmbrs   = $dbh->prepare( 'DELETE FROM GroupMembers WHERE
>GroupId=?');
>my $groups    = $dbh->prepare( 'DELETE FROM Groups WHERE
>Domain="RT::Ticket-Role" AND Instance=?');
>my $stticket  = $dbh->prepare( 'DELETE FROM Tickets WHERE id=?');
>
>while ( my ($ticketid) = $sth->fetchrow_array() )  {
>    print "\nticket $ticketid is dead and last updated before $date.
>Deleting:  ";
>    $d_sth->execute($ticketid);
>
># delete Attachments for this ticket
>    print "Attachments. ";
>    while ( my ($transid) = $d_sth->fetchrow_array() )  {
>          $stid->execute($transid);
>    }
>
># delete Ticket in Transactions table
>    print "Transactions. ";
>    $sttrans->execute($ticketid);
>
># delete TicketRole groups for this ticket
>    print "TicketRole groupmembers. ";
>    $d_groups->execute($ticketid);
>    while ( my ($groupid) = $d_groups->fetchrow_array() )  {
>          $grpmbrs->execute($groupid);
>    }
>    print "TicketRole groups. ";
>    $groups->execute($ticketid);
>
># delete Ticket in ObjectKeywords table
>    print "ObjectKeywords. ";
>    $stobjects->execute($ticketid);
>
># delete Ticket from the Links table
>    print "Links1. ";
>    $stlinks1->execute($ticketid);
>    print "Links2. ";
>    $stlinks2->execute($ticketid);
>
># delete Ticket from the Tickets table
>    print "Ticket. ";
>    $stticket->execute($ticketid);
>
>    $ticketnbr++;
>}
>print "\nDone. Deleted $ticketnbr tickets.\n\n";
>
>exit;
>
>------------------------------
>
>
> 
>


-- 
System Administrator
Washington Bible College/Capital Bible Seminary
http://www.bible.edu

Sound words, I know, Timothy is to use,
And old wives' fables he is to refuse
But yet grave Paul him nowhere doth forbid
The use of parables, in which lay hid
That gold, those pearls, and precious stones that were
Worth digging for, and that with greatest care.
-- From "The Author's Apology For His Book"
   "The Pilgrim's Progress" by John Bunyan


From rt at chaka.net  Tue Feb 17 12:52:28 2004
From: rt at chaka.net (Todd Chapman)
Date: Tue, 17 Feb 2004 12:52:28 -0500
Subject: [rt-users] Upgrading Perl for RT question
Message-ID: <20040217175228.GK3082@chaka.net>

I'm running RT 3.0.8 on Suse 8.2. If I understand correctly
I need to upgrade to perl 5.8.3 so that I can install RT
3.0.9.

Does upgrading Perl also mean I need to recompile mod_perl?

If so, I am faced with finding or creating updated Perl and
mod_perl RPMs, which a Google search has not turned up.

Can anyone tell me the easiest upgrade path to take?

Thanks.

-Todd



From bferrell at quicknet.net  Tue Feb 17 13:51:20 2004
From: bferrell at quicknet.net (Bruce Ferrell)
Date: Tue, 17 Feb 2004 10:51:20 -0800
Subject: [rt-users] Upgrading Perl for RT question
In-Reply-To: <20040217175228.GK3082@chaka.net>
References: <20040217175228.GK3082@chaka.net>
Message-ID: <1077043880.3475.43.camel@bferrell-lin.quicknet.net>

Use apachetoolbox

On Tue, 2004-02-17 at 09:52, Todd Chapman wrote:
> I'm running RT 3.0.8 on Suse 8.2. If I understand correctly
> I need to upgrade to perl 5.8.3 so that I can install RT
> 3.0.9.
> 
> Does upgrading Perl also mean I need to recompile mod_perl?
> 
> If so, I am faced with finding or creating updated Perl and
> mod_perl RPMs, which a Google search has not turned up.
> 
> Can anyone tell me the easiest upgrade path to take?
> 
> Thanks.
> 
> -Todd
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-- 
Bruce Ferrell
Director, Network Operations/IS
Quicknet Technologies, Inc.
office: 1-415-864-5225 X524
mobile: 1-510-393-3344



From jim.goss at privacyinc.com  Tue Feb 17 13:59:08 2004
From: jim.goss at privacyinc.com (Jim Goss)
Date: Tue, 17 Feb 2004 12:59:08 -0600
Subject: [rt-users] RE: Mason Exceptions.pm startup error
Message-ID: <01AC31836072264CB16F111175B9E7790822B3@brandeis.PrivacyInc.Local>


Replying to myself primarily for the mail archives (for future people
who may have this same problem).

I was able to resolve the below problem by completely rebuilding
mod_perl & apache (despite the fact that apache reported that mod_perl
was built and there'd been no errors in the original build).  Most
likely I goofed something up the first time around and didn't realize
it.

Thanks,

Jim Goss
Director of Network Operations
Privacy, Inc. 

> -----Original Message-----
> From: Jim Goss
> Sent: Friday, January 30, 2004 4:28 PM
> To: 'rt-users at lists.bestpractical.com'
> Subject: Mason Exceptions.pm startup error
> 
> 
> Hello all,
> 
> I just recently built up a new machine (using fedora) and installed
apache
> 1.3.29 with modperl1 1.29.  However, when I start apache I'm getting
the
> following:
> 
> Odd number of elements in hash assignment at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Exceptions.pm line 154.
> [Fri Jan 30 16:12:13 2004] [error] unknown field
>  passed to constructor for class HTML::Mason::ExceptionCompilation
failed
> in require at /opt/rt3/bin/webmux.pl line 57.
> BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 63.
> Compilation failed in require at (eval 5) line 1.
> 
> Syntax error on line 961 of /usr/local/apache/conf/httpd.conf:
> unknown field
>  passed to constructor for class HTML::Mason::ExceptionCompilation
failed
> in require at /opt/rt3/bin/webmux.pl line 57.
> BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 63.
> Compilation failed in require at (eval 5) line 1.
> 
> /usr/local/apache/bin/apachectl start: httpd could not be started
> 
> 
> I'm not a perl jockey, though I've used RT for about a year and a half
> (just changed jobs and now setting it up in my position).  I searched
the
> archives and saw one other person who had this problem but never got a
> response to their query.
> 
> Any suggestions on how to correct this?
> 
> Thanks,
> 
> Jim Goss
> Director of Network Operations
> Privacy, Inc.




From sturner at MIT.EDU  Tue Feb 17 13:57:27 2004
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 17 Feb 2004 13:57:27 -0500
Subject: [rt-users] Commandline interface
In-Reply-To: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>
Message-ID: <5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>

I'm curious - why this approach rather than a NoAuth web page
within RT?

Thanks,
Steve

At 07:10 PM 2/17/2004 +0100, Joachim Ritschmann wrote:
>Hi,
>some days ago I promised to share the perl code I wrote to
>create tickets via an external HTML form using the commandline.
>I created some HTML files and made them available on:
>http://public.tiscon.com
>Any comments, hints, ideas are welcome.
>___________________________________
>Ritschi  =B-)
>
>Lose your dreams and you will lose your mind
>Rolling Stones - Ruby Tuesday
>_______________________________________________
>rt-users mailing list
>rt-users at lists.bestpractical.com
>http://lists.bestpractical.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
-------------- next part --------------
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From sean.perry at intransa.com  Tue Feb 17 14:06:41 2004
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 17 Feb 2004 11:06:41 -0800
Subject: [rt-users] Is RT's syslog facility "RT" (as in RT.info, RT.warn, 
	etc)?
In-Reply-To: 
References: 
Message-ID: <40326641.1060406@intransa.com>

Adolfo Santiago wrote:

> Is RT's syslog facility "RT" (as in RT.info, RT.warn, etc)?
> 
> I need to know in order to set up a dedicated syslog log...
> 

defining a new syslog facility is not trivial.  You have to inform the 
syslog daemon(s) involved about the new facility.  This means if you 
have a syslog system you need to update it as well.



From mailbag at anothernet.com  Tue Feb 17 14:12:48 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Tue, 17 Feb 2004 14:12:48 -0500
Subject: [rt-users] Is RT's syslog facility "RT" (as in RT.info, RT.warn,
	etc)?
In-Reply-To: <40326641.1060406@intransa.com>
Message-ID: 

What I meant to say was a separate log just for that facility, not create a
new facility.  Sorry about the confusion.

I have separate logs for each of the facilities.  For example:

/var/log/kernel
/var/log/user
/var/log/local7
/var/log/mail (this is a common facility-specific log file)

I wanted to know which facility RT was logging to so I could "tail" that log
file.  Another posted indicated the facility used by RT is "user", so now I
keep an eye on my brand new RT installation by "tail -f /var/log/user".

Chago

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Sean Perry
> Sent: Tuesday, February 17, 2004 2:07 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Is RT's syslog facility "RT" (as in RT.info,
> RT.warn, etc)?
>
>
> Adolfo Santiago wrote:
>
> > Is RT's syslog facility "RT" (as in RT.info, RT.warn, etc)?
> >
> > I need to know in order to set up a dedicated syslog log...
> >
>
> defining a new syslog facility is not trivial.  You have to inform the
> syslog daemon(s) involved about the new facility.  This means if you
> have a syslog system you need to update it as well.
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From JChen at paymentone.com  Tue Feb 17 14:09:56 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Tue, 17 Feb 2004 11:09:56 -0800
Subject: [rt-users] Dropping the RT database
Message-ID: <6D6E09D687772640AA41F009EB85FE050436F8@CPMAL00.corpnet.p1.local>

I saw them.  But If I drop the database, wouldn't it remove all my settings for each queues/users/script settings?  I only want to remove all tickets and nothing more.
 
 
-Jonathan

________________________________

From: Josiah Ritchie [mailto:jritchie at bible.edu]
Sent: Tue 2/17/2004 10:35 AM
To: Jonathan Chen; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] removing deleted tickets



See the replies to message "Dropping the RT database". I think that's what you 
want. 

JSR/ 

Jonathan Chen scripted :: 

>This script is interesting.   I'm not a perl programmer but I'm 
>wondering if it can be modified to delete ALL tickets from ALL queues so 
>RT would start assigning tickets with #1 again.  If it is, how would I 
>go about it?  If there is a script like this already available, please 
>lead me to one.   
> 
>Thanks! 
> 
>-Jonathan 
>Message: 5 
>Date: Tue, 17 Feb 2004 09:09:41 +0100 
>From: Dirk Pape  
>Subject: Re: [rt-users] removing deleted tickets 
>To: matthew zeier , rt-users at lists.fsck.com 
>Message-ID: <2147483647.1077008981 at eremix> 
>Content-Type: text/plain; charset="us-ascii" 
> 
>Hallo matthew, 
> 
>--Am Montag, 16. Februar 2004 10:41 Uhr -0800 schrieb matthew zeier 
>: 
> 
>> Anyone have a method (script) to remove deleted tickets and all it's 
>> components from the db? 
> 
>mine is attached. It works for RT 3 upto 3.0.9. You need to change the 
>first line to the pah of your perl binary. 
> 
>Dirk. 
>-------------- next part -------------- 
>#!/export/perl/bin/perl 
># 
># Steve Poirier - steve at inet-technologies.com 
># edited by Tim Allwine tallwine at oreilly.com 
># to use with RT2 and MySQL 
># edited by Tony Aiuto  to deal with Links 
># edited by Jonas Lincoln  to work with RT3 and 
>mysql 
># edited by Dirk Pape  to cope with 
>Role-Groups (RT 3) 
> 
>use strict; 
>my $date = shift; 
>my $ticketnbr = 0; 
> 
>if ( ! $date ) { $date=`/bin/date -I -d "3 months ago"`; } 
>print "$date\n"; 
> 
># Replace this with your RT_LIB_PATH 
>use lib "/export/rt3/lib"; 
># Replace this with your RT_ETC_PATH 
>use lib "/export/rt3/etc"; 
> 
>use RT::Interface::CLI  qw(CleanEnv loc 
>                           GetCurrentUser GetMessageContent); 
>use RT::Group; 
>use RT; 
> 
>#Clean out all the nasties from the environment 
>CleanEnv(); 
> 
>#Load etc/config.pm and drop privs 
>RT::LoadConfig(); 
> 
>#Connect to the database and get RT::SystemUser and RT::Nobody loaded 
>RT::Init(); 
> 
>(my $x=RT::Handle->new)->Connect; 
> 
>my $dbh = $x->dbh() or die "Couldn't connect to RT database"; 
> 
>my $sql = "SELECT id FROM Tickets WHERE Status=? AND LastUpdated < 
>\'$date\'"; 
>my $sth = $dbh->prepare($sql); 
>$sth->execute('deleted'); 
> 
># proceed with deletion 
> 
>my $d_sth     = $dbh->prepare('SELECT id FROM Transactions where 
>Ticket=?'); 
>my $stid      = $dbh->prepare('DELETE FROM Attachments WHERE 
>TransactionId=?'); 
>my $sttrans   = $dbh->prepare( 'DELETE FROM Transactions WHERE 
>Ticket=?'); 
>my $stobjects = $dbh->prepare( 'DELETE FROM TicketCustomFieldValues 
>WHERE Ticket=?'); 
>my $stlinks1  = $dbh->prepare( 'DELETE FROM Links WHERE LocalBase=?'); 
>my $stlinks2  = $dbh->prepare( 'DELETE FROM Links WHERE LocalTarget=?'); 
>my $d_groups  = $dbh->prepare( 'SELECT id FROM Groups WHERE 
>Domain="RT::Ticket-Role" AND Instance=?'); 
>my $grpmbrs   = $dbh->prepare( 'DELETE FROM GroupMembers WHERE 
>GroupId=?'); 
>my $groups    = $dbh->prepare( 'DELETE FROM Groups WHERE 
>Domain="RT::Ticket-Role" AND Instance=?'); 
>my $stticket  = $dbh->prepare( 'DELETE FROM Tickets WHERE id=?'); 
> 
>while ( my ($ticketid) = $sth->fetchrow_array() )  { 
>    print "\nticket $ticketid is dead and last updated before $date. 
>Deleting:  "; 
>    $d_sth->execute($ticketid); 
> 
># delete Attachments for this ticket 
>    print "Attachments. "; 
>    while ( my ($transid) = $d_sth->fetchrow_array() )  { 
>          $stid->execute($transid); 
>    } 
> 
># delete Ticket in Transactions table 
>    print "Transactions. "; 
>    $sttrans->execute($ticketid); 
> 
># delete TicketRole groups for this ticket 
>    print "TicketRole groupmembers. "; 
>    $d_groups->execute($ticketid); 
>    while ( my ($groupid) = $d_groups->fetchrow_array() )  { 
>          $grpmbrs->execute($groupid); 
>    } 
>    print "TicketRole groups. "; 
>    $groups->execute($ticketid); 
> 
># delete Ticket in ObjectKeywords table 
>    print "ObjectKeywords. "; 
>    $stobjects->execute($ticketid); 
> 
># delete Ticket from the Links table 
>    print "Links1. "; 
>    $stlinks1->execute($ticketid); 
>    print "Links2. "; 
>    $stlinks2->execute($ticketid); 
> 
># delete Ticket from the Tickets table 
>    print "Ticket. "; 
>    $stticket->execute($ticketid); 
> 
>    $ticketnbr++; 
>} 
>print "\nDone. Deleted $ticketnbr tickets.\n\n"; 
> 
>exit; 
> 
>------------------------------ 
> 
> 
> 
> 


-- 
System Administrator 
Washington Bible College/Capital Bible Seminary 
http://www.bible.edu 

Sound words, I know, Timothy is to use, 
And old wives' fables he is to refuse 
But yet grave Paul him nowhere doth forbid 
The use of parables, in which lay hid 
That gold, those pearls, and precious stones that were 
Worth digging for, and that with greatest care. 
-- From "The Author's Apology For His Book" 
   "The Pilgrim's Progress" by John Bunyan 

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From greig at hamiltron.net  Tue Feb 17 13:29:35 2004
From: greig at hamiltron.net (Greig McGill)
Date: Wed, 18 Feb 2004 07:29:35 +1300 (NZDT)
Subject: [rt-users] rt3 and Debian Woody
In-Reply-To: <5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
References: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>
	<5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
Message-ID: <1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>

Failed to fetch
http://people.debian.org/~sjq/debian/dists/woody/rt3/binary-i386/Packages 
404 Not Found
Failed to fetch
http://people.debian.org/~sjq/debian/dists/woody/rt3/source/Sources  404
Not Found

So, these seem to have disappeared.  Are they coming back?  Is there
another repository?  Those packages made life so nice! :-)

-- 
Greig McGill




From phurley at tacc.utexas.edu  Tue Feb 17 14:34:52 2004
From: phurley at tacc.utexas.edu (Patrick Hurley)
Date: Tue, 17 Feb 2004 13:34:52 -0600
Subject: [rt-users] Commandline interface
Message-ID: 

> I'm curious - why this approach rather than a NoAuth web page
> within RT?

I have the same question, although it looks like what you've done is
nice.

I'm personally in the middle of attempting to modify SelfService so it
would actually use custom fields -- we definitely need specific
information from users, and I don't think making everyone privileged is
a decent solution.  I find it interesting that the perl code for ticket
creation in SelfService is rather different than the code used for
ticket creation in the privileged interface (under /share/html/Ticket).

Of course, being new to perl doesn't make it any easier.


ph.




From phurley at tacc.utexas.edu  Tue Feb 17 14:43:14 2004
From: phurley at tacc.utexas.edu (Patrick Hurley)
Date: Tue, 17 Feb 2004 13:43:14 -0600
Subject: [rt-users] rt 3.0.9 dist:  HOWTO directory?
Message-ID: 


Am I correct in thinking the HOWTO directory containded in
rt-3-0-9.tar.gz shouldn't be included in the distribution?  It seems to
contain information concerning RT development procedures, version
control, etc....



ph.



From sean.perry at intransa.com  Tue Feb 17 14:44:34 2004
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 17 Feb 2004 11:44:34 -0800
Subject: [rt-users] rt3 and Debian Woody
In-Reply-To: <1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>
References: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>	<5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
	<1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>
Message-ID: <40326F22.2060003@intransa.com>

Greig McGill wrote:

> Failed to fetch
> http://people.debian.org/~sjq/debian/dists/woody/rt3/binary-i386/Packages 
> 404 Not Found
> Failed to fetch
> http://people.debian.org/~sjq/debian/dists/woody/rt3/source/Sources  404
> Not Found
> 
> So, these seem to have disappeared.  Are they coming back?  Is there
> another repository?  Those packages made life so nice! :-)
> 

or perhaps they have been updated.  did you run apt-get update? 
sometimes this happens if you try to retrieve something during a mirror 
update.



From greig at hamiltron.net  Tue Feb 17 13:51:28 2004
From: greig at hamiltron.net (Greig McGill)
Date: Wed, 18 Feb 2004 07:51:28 +1300 (NZDT)
Subject: [rt-users] rt3 and Debian Woody
In-Reply-To: <40326F22.2060003@intransa.com>
References: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>	<5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
	<1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>
	<40326F22.2060003@intransa.com>
Message-ID: <1209.203.167.190.117.1077043888.squirrel@www.hamiltron.net>

>> Failed to fetch
>> http://people.debian.org/~sjq/debian/dists/woody/rt3/binary-i386/Packages
>>  404 Not Found
>> Failed to fetch
>> http://people.debian.org/~sjq/debian/dists/woody/rt3/source/Sources
>> 404 Not Found
>>
>> So, these seem to have disappeared.  Are they coming back?  Is there
>> another repository?  Those packages made life so nice! :-)
>>
>
> or perhaps they have been updated.  did you run apt-get update?
> sometimes this happens if you try to retrieve something during a mirror
> update.

Yep - that was from an apt-get update.  The ~sjq package repository is no
longer there.

-- 
Greig McGill




From ah30 at harrisonfamily.com  Tue Feb 17 15:08:40 2004
From: ah30 at harrisonfamily.com (Andy Harrison)
Date: Tue, 17 Feb 2004 15:08:40 -0500
Subject: [rt-users] Commandline interface
In-Reply-To: 
References: 
Message-ID: <20040217150840.2f47109c@andy>


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On Tue, 17 Feb 2004 13:34:52 -0600, Patrick Hurley wrote
Subject: "RE: [rt-users] Commandline interface"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

> I'm personally in the middle of attempting to modify SelfService so it
>  would actually use custom fields -- we definitely need specific
>  information from users, and I don't think making everyone privileged is
>  a decent solution.  I find it interesting that the perl code for ticket
>  creation in SelfService is rather different than the code used for
>  ticket creation in the privileged interface (under /share/html/Ticket).
> 
>  Of course, being new to perl doesn't make it any easier.

I found it easier just to take the Ticket/Create.html doc and make a
custom version of it.

Then I made custom versions of /Ticket/Elements/EditCustomFields and
/Ticket/Elements/EditCustomField and pointed my newly created document
(Systems-Create.html) to the new EditCustomFields doc, which needed to
be changed to point to my new EditCustomField doc.

EditCustomFields isn't very different from stock at all, mainly it's
additions to point to a new mason doc that I created so that you can
click on a link and pop up a little window that displays a table with
values and descriptions for the clicked custom field.

I modified EditCustomField more heavily.  It has dynamic rowsize for
custom fields of type 'FreeformMultiple' with a max of 30.  And also a
few cheesy lines that choose different SELECTED items for custom
fields of type 'Select', like:

$Default = "CSS" if $CustomField->Name eq "Group";

% if ($TicketObj) {
  <% $Values->HasEntry($value->Name) && ($selected = 1) && 'SELECTED' %>
% } elsif ($Default) {
  <% ($Default eq $value->Name) && ($selected = 1) && 'SELECTED' %>
% }


-- 
Andy Harrison
(full headers for details)


From sean.perry at intransa.com  Tue Feb 17 15:09:53 2004
From: sean.perry at intransa.com (Sean Perry)
Date: Tue, 17 Feb 2004 12:09:53 -0800
Subject: [rt-users] rt3 and Debian Woody
In-Reply-To: <1209.203.167.190.117.1077043888.squirrel@www.hamiltron.net>
References: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>	<5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
	<1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>
	<40326F22.2060003@intransa.com>
	<1209.203.167.190.117.1077043888.squirrel@www.hamiltron.net>
Message-ID: <40327511.60708@intransa.com>

Greig McGill wrote:

>>>Failed to fetch
>>>http://people.debian.org/~sjq/debian/dists/woody/rt3/binary-i386/Packages
>>> 404 Not Found
>>>Failed to fetch
>>>http://people.debian.org/~sjq/debian/dists/woody/rt3/source/Sources
>>>404 Not Found
>>>
>>>So, these seem to have disappeared.  Are they coming back?  Is there
>>>another repository?  Those packages made life so nice! :-)
>>>
>>
>>or perhaps they have been updated.  did you run apt-get update?
>>sometimes this happens if you try to retrieve something during a mirror
>>update.
> 
> 
> Yep - that was from an apt-get update.  The ~sjq package repository is no
> longer there.
> 

didn't notice you were pulling from a user's directory.  Sorry about 
that. 3.0.8 is in unstable and 3.0.6 is in sarge (the next release).

Sarge is shaping up nicely, you might want to consider upgrading.
Otherwise, backporting it should not be too hard.  The worst of it will 
probably be the perl depends.




From ah30 at harrisonfamily.com  Tue Feb 17 15:11:12 2004
From: ah30 at harrisonfamily.com (Andy Harrison)
Date: Tue, 17 Feb 2004 15:11:12 -0500
Subject: [rt-users] rt 3.0.9 dist:  HOWTO directory?
In-Reply-To: 
References: 
Message-ID: <20040217151112.794cf7bc@andy>


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On Tue, 17 Feb 2004 13:43:14 -0600, Patrick Hurley wrote
Subject: "[rt-users] rt 3.0.9 dist:  HOWTO directory?"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

>  Am I correct in thinking the HOWTO directory containded in
>  rt-3-0-9.tar.gz shouldn't be included in the distribution?  It seems to
>  contain information concerning RT development procedures, version
>  control, etc....

RT is an open source project that accepts code and patches from
helpful contributors.

-- 
Andy Harrison
(full headers for details)



From greig at hamiltron.net  Tue Feb 17 14:33:45 2004
From: greig at hamiltron.net (Greig McGill)
Date: Wed, 18 Feb 2004 08:33:45 +1300 (NZDT)
Subject: [rt-users] rt3 and Debian Woody
In-Reply-To: <40327511.60708@intransa.com>
References: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>	<5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
	<1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>
	<40326F22.2060003@intransa.com>
	<1209.203.167.190.117.1077043888.squirrel@www.hamiltron.net>
	<40327511.60708@intransa.com>
Message-ID: <1178.203.167.190.117.1077046425.squirrel@www.hamiltron.net>


> didn't notice you were pulling from a user's directory.  Sorry about
> that. 3.0.8 is in unstable and 3.0.6 is in sarge (the next release).
>
> Sarge is shaping up nicely, you might want to consider upgrading.
> Otherwise, backporting it should not be too hard.  The worst of it will
> probably be the perl depends.

Hmmm, I think you're missing my point! :)
Someone already has backported it to woody.  That someone being Stephen
Quinney.  Duplicating all that work would be a waste of time.
I'm simply wondering where the existing backport has gone.

By the way, sorry for CC'ing you before.  The webmail client I'm using has
no reply-to-list function, and this list doesn't do reply-to munging it
seems.  Guess which side of *that* holy way I fall on? ;)

-- 
Greig McGill




From Dean.Brissinger at vexcel.com  Tue Feb 17 20:04:48 2004
From: Dean.Brissinger at vexcel.com (Dean Brissinger)
Date: Tue, 17 Feb 2004 18:04:48 -0700
Subject: [rt-users] rt and Mac OSX Panther server
In-Reply-To: <402EE2F2@mailserv66>
References: <402EE2F2@mailserv66>
Message-ID: <1077066287.30164.223.camel@NevDull.int.vexcel.com>

Peter and anyone else trying to use Panther:

    Panther is not well documented.  So here is a 10-step guide to the
trials you will encounter and the things out outside of the
documentation that you need to know.

1) Disable the firewall:

        To make setup and debugging a whole lot easier you should make
        sure the firewall is NOT running.  Open the firewall tab in the
        Sharing control panel and click Stop if it is running.



2) Repair the buggy Panther Perl:

        Panther has a bug in it that prevents DBD::mysql from
        building!    The patch is to edit the file:
        
               
        /System/Library/Perl/5.8.1/darwin-thread-multi-2level/Config.pm
        
        Locate this line:
        
                ld='MACOSX_DEPLOYMENT_TARGET=10.3 cc'
        
        and replace it with:
        
                ld='env MACOSX_DEPLOYMENT_TARGET=10.3 cc'
        


3) Build an Apache server with a static mod_perl module:

        Apache must be built statically with mod_perl.  I've tested the
        mod_perl that comes with Panther and had very bad results.
        
        * Download the current mod_perl1 from http://perl.apache.org/.
        
        * Download Apache 1.3.29 from
        http://httpd.apache.org/download.cgi.
        
        * For the most part you will use the mod_perl1 instructions for
        building and installing your new web server.  A few catches:  a)
        Do NOT trust the quick and dirty guide for the impatient!  It
        skips critical steps!  b) to build the Makefile and configure
        for Panther's existing httpd.conf you need to add some
        APACI_ARGS that configure Apache.  This is done by using this
        command in place of the command provided in the mod_perl
        documentation (broken in to multiple lines just for e-mail
        formatting):
        
        % perl Makefile.PL APACHE_SRC=../apache_1.3.29/src \
               DO_HTTPD=1 USE_APACI=1 \
               APACI_ARGS="--enable-module=most \
               --enable-shared=max --with-layout=Darwin" \
               EVERYTHING=1
        
        

4) Remove apple's HFS and Rendezvous modules:

        Edit /etc/httpd/httpd.conf and comment out the lines that try to
        load hfs_apple_module and rendezvous_apple_module.  There are 4
        of them.
        
        There may be a way to get the hfs and rendezvous modules to
        work.  However, this is not something I needed support for and
        spent no time on.  I doubt it, but you may find help for these
        modules on http://www.opendarwin.org/.  I believe they are
        Apple's and unavailable as source.



5) Install MySQL

        You need mysql before you can build all the Perl dependancies
        for RT.  I suggest Complete MySQL from
        http://www.serverlogistics.com/mysql.php.  The Installer is a
        standard MacX install GUI.  There are two things you must beware
        of:
        
        
                * To install the Complete MySQL control panel.  Just
                double-click it.  Don't drag it to the PrefPanes
                folder.  This behavior was changed in Panther and the
                documentation for Complete MySQL was not updated.
                
                * DON'T SET A MYSQL ROOT PASSWORD.  A mysql root
                password will prevent the Perl dependencies from
                building with CPAN.  If you want to use this feature set
                the password only after RT is up and running.



6) Setup RT!  (YAY!)

        You should follow the directions provided with RT.  A few of the
        perl modules required by RT must be forced to install because
        the tests want to run as user nobody.  For these 3 or so perl
        modules just force the install.  There is also one that has 3
        failed tests (98% passed).  You should force this one to install
        also as the failures do not affect RT.  As of this writing, I
        have only gotten RT 3.0.8 to work on Panther.  3.0.9 may or may
        not work.
        
        To force a perl module to install using CPAN start CPAN from the
        command prompt then use the force install command:
        
        
                % perl -MCPAN -e shell
                cpan> force install DBI::mysql
                
        
        Using DBI::mysql as an example.



7) Setup Postfix

        The postfix configuration on 10.3 is standard.  Refer to the
        Postfix documentation.  I cannot explain in detail how to
        configure it because e-mail is unique to your environment. 
        However, the things you will need to do include enabling SMTP in
        /etc/postfix/master.cf to let your Panther machine get mail from
        outside hosts.  You will also need to setup an aliases file to
        put the RT e-mail aliases in.  In the postfix file look for
        alias_maps.  Then set it up like so:
        
        
                alias_maps = hash:/etc/aliases
        
        
        You then can edit /etc/aliases, add the RT aliases, and you are
        set to go.  One small oddity I found with Panther is that you
        have to run two commands to get the aliases to "really" take
        effect:
        
        
                # postalias /etc/aliases
                # newaliases



8) Setup the firewall and start it:

        Not ever environment is concerned with security.  If you are
        not, leave the firewall off.  If you are, turn the firewall on
        but make sure to open ports for web hosting (port 80, WWW) and
        receiving e-mail (port 25, SMTP).



9) Help is on-line:

        Check out the RT3 users list at bestpractical.com for any
        problems you bump in to.  Google is also a great resource. 
        Searching for an exact error message in Google groups often
        shows that someone already had the same problem.  Once you've
        got it working, you should share your wisdom with others and
        help support free software for all.  :-)



10) Go back to step 9.



On Fri, 2004-02-13 at 20:03, peter.hein at wright.edu wrote:

> My adventures with OS X Panther and rt
> 
> After a couple of re-installs of the os and variations on compiling and 
> installing I come to the list of 
> wisdom for guidance. I have read about problems with DBI and DBD perl modules 
> with Panther - 
> along with lines of threaded versions vs non threaded. I have also read of 
> problems using gcc3 
> instead of gcc2 when compiling the modules. I have gone through the 
> perl/threaded-darwin../ env 
> config change. This fixed some issues while breaking others. I was able to 
> force install DBI - by 
> hand, but it never worked quite right and DBD still never installed. In fact 
> for the life of me I can't 
> get these two to work in any way. It seems there is a dark road to travel to 
> get these components to 
> run under Panther.
> 
> I have a dual-1.25G4 Panther Server 10.3.2 all updates. I have compile my own 
> Apache 1.3.x, and 
> installed MySQl 4.x and they work fine. It is this perl issue that keeps 
> beating me down. While I 
> don't usually noodle under the hood everyday, I don't get lost when I get in 
> the trenches - until now 
> !?!
> 
> Is it worth fighting this battle? I have read, it seems, that most/some people 
> have it running on 
> 10.2.8. Does this make installation easier due to earlier versions of 
> software? I don't mind using 
> 10.2.8 if this issue clear up. I do have a license for Jaguar Server at the 
> office.
> 
> Peter N. Hein
> Wright State University - CaTS - Network Services
> Macintosh Software Specialist II
> peter.hein at wright.edu
> voice: 937.775.4949
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm






Dean J. Brissinger
Senior Systems Administrator

303-583-0278 (direct)
303-583-0200 (main)
303-583-0246 (fax)
Dean.Brissinger at vexcel.com
www.vexcel.com

1690 38th Street
Boulder, CO  80301  USA
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From ZalafR at Leadingedgegroup.com.au  Tue Feb 17 23:59:43 2004
From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf)
Date: Wed, 18 Feb 2004 15:59:43 +1100
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C2805E@legsydms01.leadingedgegroup.com.au>

I have a problem with RT3 where it wont let me email attachments in but I
can put them into a ticket using the web interface. Would that also be fixed
if I upgraded to perl v 5.8.3? Im currently using 5.8.0 (redhat 8.0)



-----Original Message-----
From: Clancy Childs [mailto:cchilds at mcgrawcom.net] 
Sent: Wednesday, February 18, 2004 4:15 AM
To: Ondrej Sur?; matthew zeier
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] attachment corruption, 5.8.0 v 5.8.3


Actually, I upgraded from whatever perl comes with redhat 9 to perl 5.8.3
and I still have attachment corruption issues. I used the source
installation from CPAN and the same config args are the original RH install
of perl. I am using RT 3.0.8 with Apache2 and mod_perl2. Is there something
I should be looking for in my httpd.conf? Attachments are corrupted when
attached to emails and when attached through the web front-end. Thanks,
Clancy Childs McGraw Communications

-----Original Message-----
From: Ondrej Sur? [mailto:sury.ondrej at globe.cz]
Sent: Tuesday, February 17, 2004 6:01 AM
To: matthew zeier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] attachment corruption, 5.8.0 v 5.8.3


It's perl issue.  rt 3.0.8 with perl 5.8.3 has no problems.

O.

On Mon, 2004-02-16 at 19:19, matthew zeier wrote:
> Can someone clafify the attachment corruption issue?  Is it strickly a 
> perl issue or a rt 3.0.8 vs 3.0.9 issue?
> 
> I'd like to upgrade RT but the perl upgrade might not happen real 
> quick.
> 
> 
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com 
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at 
> http://fsck.com/rtfm
-- 
Ond?ej Sur? 
Globe Internet s.r.o.

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

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


From ZalafR at Leadingedgegroup.com.au  Wed Feb 18 00:04:34 2004
From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf)
Date: Wed, 18 Feb 2004 16:04:34 +1100
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C28060@legsydms01.leadingedgegroup.com.au>

Sorry by "wont let me" I mean to say that If I email the attachment in, it
becomes corrupted.. Unless it's a text file or similar. Only non text files
are corrupted.

-----Original Message-----
From: Rabbie Zalaf 
Sent: Wednesday, February 18, 2004 4:00 PM
To: 'Clancy Childs'; Ondrej Sur?; matthew zeier
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] attachment corruption, 5.8.0 v 5.8.3


I have a problem with RT3 where it wont let me email attachments in but I
can put them into a ticket using the web interface. Would that also be fixed
if I upgraded to perl v 5.8.3? Im currently using 5.8.0 (redhat 8.0)



-----Original Message-----
From: Clancy Childs [mailto:cchilds at mcgrawcom.net] 
Sent: Wednesday, February 18, 2004 4:15 AM
To: Ondrej Sur?; matthew zeier
Cc: rt-users at lists.fsck.com
Subject: RE: [rt-users] attachment corruption, 5.8.0 v 5.8.3


Actually, I upgraded from whatever perl comes with redhat 9 to perl 5.8.3
and I still have attachment corruption issues. I used the source
installation from CPAN and the same config args are the original RH install
of perl. I am using RT 3.0.8 with Apache2 and mod_perl2. Is there something
I should be looking for in my httpd.conf? Attachments are corrupted when
attached to emails and when attached through the web front-end. Thanks,
Clancy Childs McGraw Communications

-----Original Message-----
From: Ondrej Sur? [mailto:sury.ondrej at globe.cz]
Sent: Tuesday, February 17, 2004 6:01 AM
To: matthew zeier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] attachment corruption, 5.8.0 v 5.8.3


It's perl issue.  rt 3.0.8 with perl 5.8.3 has no problems.

O.

On Mon, 2004-02-16 at 19:19, matthew zeier wrote:
> Can someone clafify the attachment corruption issue?  Is it strickly a
> perl issue or a rt 3.0.8 vs 3.0.9 issue?
> 
> I'd like to upgrade RT but the perl upgrade might not happen real
> quick.
> 
> 
> --
> matthew zeier                        | "Nothing in life is to be feared.
> InteleNet Communications, Inc.       |  It is only to be understood."
> (949) 784-7904                       |       - Marie Curie
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
-- 
Ond?ej Sur? 
Globe Internet s.r.o.

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

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

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


From cubic at acronis.ru  Wed Feb 18 02:34:44 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 18 Feb 2004 10:34:44 +0300
Subject: [rt-users] Custom Fields
In-Reply-To: <40322D37.3020902@mcgill.ca>
References: <40322D37.3020902@mcgill.ca>
Message-ID: <40331594.2050505@acronis.ru>

Chris Poupart wrote:
> Hi Folks,
> 
> I was wondering if there are any limits on the number of custom fields 
> that can be set up for a particular queue.  Is it 5, 10, "unlimited"?
> 
> Thanks!
> 
> -- Chris
> 
Almost unlimit. You don't need so many fields :)


From monakhv at ot.ru  Wed Feb 18 02:56:49 2004
From: monakhv at ot.ru (Dmitry Monakhov)
Date: Wed, 18 Feb 2004 10:56:49 +0300
Subject: [rt-users] rt-3.0.9 and Ticket number search
Message-ID: <40331AC1.4000601@ot.ru>


After upgrade rt-3.0.8 -> 3.0.9 I can't do ticket search by its number
in the field located in the top right corner of the frame.

Any ideas or comments?


-- 
Dmitry Monakhov System Administrator
Open Technologies, tel: +7(095)787-7027
e-mail: monakhv at ot.ru, http://www.ot.ru/


From jesse at bestpractical.com  Wed Feb 18 02:58:42 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Feb 2004 02:58:42 -0500
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <40331AC1.4000601@ot.ru>
References: <40331AC1.4000601@ot.ru>
Message-ID: <20040218075842.GL23591@fsck.com>


On Wed, Feb 18, 2004 at 10:56:49AM +0300, Dmitry Monakhov wrote:
> 
> After upgrade rt-3.0.8 -> 3.0.9 I can't do ticket search by its number
> in the field located in the top right corner of the frame.
> 
> Any ideas or comments?

It works here. How does it fail for you?

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


From monakhv at ot.ru  Wed Feb 18 03:00:19 2004
From: monakhv at ot.ru (Dmitry Monakhov)
Date: Wed, 18 Feb 2004 11:00:19 +0300
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <20040218075842.GL23591@fsck.com>
References: <40331AC1.4000601@ot.ru> <20040218075842.GL23591@fsck.com>
Message-ID: <40331B93.4070406@ot.ru>



Jesse Vincent wrote:
> On Wed, Feb 18, 2004 at 10:56:49AM +0300, Dmitry Monakhov wrote:
> 
>>After upgrade rt-3.0.8 -> 3.0.9 I can't do ticket search by its number
>>in the field located in the top right corner of the frame.
>>
>>Any ideas or comments?
> 
> 
> It works here. How does it fail for you?
> 
HTTP/1.1 200 OK Date: Wed, 18 Feb 2004 07:59:31 GMT Server: 
Apache/1.3.29 (Unix) mod_perl/1.29 mod_ssl/2.8.16 OpenSSL/0.9.7c 
Location: /rt/Ticket/Display.html?id=6614 Keep-Alive: timeout=15, max=98 
Connection: Keep-Alive Transfer-Encoding: chunked Content-Type: 
text/html; charset=iso-8859-1
OK
The document has moved here.

Apache/1.3.29 Server at test.ot.ru Port 80


-- 
Dmitry Monakhov System Administrator
Open Technologies, tel: +7(095)787-7027
e-mail: monakhv at ot.ru, http://www.ot.ru/


From jesse at bestpractical.com  Wed Feb 18 03:12:17 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Feb 2004 03:12:17 -0500
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <40331B93.4070406@ot.ru>
References: <40331AC1.4000601@ot.ru> <20040218075842.GL23591@fsck.com>
	<40331B93.4070406@ot.ru>
Message-ID: <20040218081217.GM23591@fsck.com>


If you log into rt3.fsck.com as guest/guest, does it work for you?


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


From monakhv at ot.ru  Wed Feb 18 03:23:55 2004
From: monakhv at ot.ru (Dmitry Monakhov)
Date: Wed, 18 Feb 2004 11:23:55 +0300
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <20040218081217.GM23591@fsck.com>
References: <40331AC1.4000601@ot.ru> <20040218075842.GL23591@fsck.com>
	<40331B93.4070406@ot.ru> <20040218081217.GM23591@fsck.com>
Message-ID: <4033211B.5040902@ot.ru>



Jesse Vincent wrote:
> If you log into rt3.fsck.com as guest/guest, does it work for you?

Yes It does!

But the point is in my case in rt-3.0.8 it worked perfectly till upgrade 
to version 3.0.9. To make sure that the problem in the RT version I 
returned to the previous one and had succeeded to make search.


-- 
Dmitry Monakhov System Administrator
Open Technologies, tel: +7(095)787-7027
e-mail: monakhv at ot.ru, http://www.ot.ru/


From pape-rt at inf.fu-berlin.de  Wed Feb 18 04:16:26 2004
From: pape-rt at inf.fu-berlin.de (Dirk Pape)
Date: Wed, 18 Feb 2004 10:16:26 +0100
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <40331B93.4070406@ot.ru>
References: <40331AC1.4000601@ot.ru> <20040218075842.GL23591@fsck.com>
	<40331B93.4070406@ot.ru>
Message-ID: <2147483647.1077099386@eremix>

Hello Dmitry,

--Am Mittwoch, 18. Februar 2004 11:00 Uhr +0300 schrieb Dmitry Monakhov 
:

> HTTP/1.1 200 OK Date: Wed, 18 Feb 2004 07:59:31 GMT Server: Apache/1.3.29
> (Unix) mod_perl/1.29 mod_ssl/2.8.16 OpenSSL/0.9.7c Location:
> /rt/Ticket/Display.html?id=6614 Keep-Alive: timeout=15, max=98
> Connection: Keep-Alive Transfer-Encoding: chunked Content-Type:
> text/html; charset=iso-8859-1
> OK
> The document has moved here.

I had the same problem her. After reinstalling RTFM (newest rc) and 
removing /var/cache/* it works here. Dont know if one of the things 
suffices.

Regards,
Dirk.


From stephen at jadevine.org.uk  Wed Feb 18 04:27:33 2004
From: stephen at jadevine.org.uk (Stephen Quinney)
Date: Wed, 18 Feb 2004 09:27:33 +0000
Subject: [rt-users] rt3 and Debian Woody
In-Reply-To: <1178.203.167.190.117.1077046425.squirrel@www.hamiltron.net>
References: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>
	<5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
	<1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>
	<40326F22.2060003@intransa.com>
	<1209.203.167.190.117.1077043888.squirrel@www.hamiltron.net>
	<40327511.60708@intransa.com>
	<1178.203.167.190.117.1077046425.squirrel@www.hamiltron.net>
Message-ID: <20040218092733.GA15256@computing-services.oxford.ac.uk>

On Wed, Feb 18, 2004 at 08:33:45AM +1300, Greig McGill wrote:
> 
> > didn't notice you were pulling from a user's directory.  Sorry about
> > that. 3.0.8 is in unstable and 3.0.6 is in sarge (the next release).
> >
> > Sarge is shaping up nicely, you might want to consider upgrading.
> > Otherwise, backporting it should not be too hard.  The worst of it will
> > probably be the perl depends.
> 
> Hmmm, I think you're missing my point! :)
> Someone already has backported it to woody.  That someone being Stephen
> Quinney.  Duplicating all that work would be a waste of time.
> I'm simply wondering where the existing backport has gone.

Apologies for not saying anything about this before now.

When Debian had some of its servers cracked a while back all the stuff
in people's public_html directories on people.debian.org got removed
and we all lost our logins for a while. Since then i've not had the
time to recreate all the backports of packages needed to get rt3 for
woody.

There is also the fact that people are seeing such huge improvements
with perl 5.8.3 over any previous version of perl. This suggests to me
that I shouldn't really be encouraging people to use rt3 with perl 5.6.

As it stands I am not going to have the time for a while to get back
to this, (we may or may not want woody packages of rt3 at my work). I
would recommend that people seriously consider running a sarge box if
they want rt3 with Debian now. It has all the packages you need and
should be using to run rt3, with full support from myself and the
other maintainer of the request-tracker3 package.

Stephen Quinney
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From monakhv at ot.ru  Wed Feb 18 04:34:44 2004
From: monakhv at ot.ru (Dmitry Monakhov)
Date: Wed, 18 Feb 2004 12:34:44 +0300
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <2147483647.1077099386@eremix>
References: <40331AC1.4000601@ot.ru> <20040218075842.GL23591@fsck.com>
	<40331B93.4070406@ot.ru> <2147483647.1077099386@eremix>
Message-ID: <403331B4.6070507@ot.ru>



Dirk Pape wrote:
> Hello Dmitry,
> 
> --Am Mittwoch, 18. Februar 2004 11:00 Uhr +0300 schrieb Dmitry Monakhov 
> :
> 
>> HTTP/1.1 200 OK Date: Wed, 18 Feb 2004 07:59:31 GMT Server: Apache/1.3.29
>> (Unix) mod_perl/1.29 mod_ssl/2.8.16 OpenSSL/0.9.7c Location:
>> /rt/Ticket/Display.html?id=6614 Keep-Alive: timeout=15, max=98
>> Connection: Keep-Alive Transfer-Encoding: chunked Content-Type:
>> text/html; charset=iso-8859-1
>> OK
>> The document has moved here.
> 
> 
> I had the same problem her. After reinstalling RTFM (newest rc) and 
> removing /var/cache/* it works here. Dont know if one of the things 
> suffices.
> 



Thanks it's working! I've installed RTFM-2.0.3RC5 and after then
all right. Thank you Dirk!

-- 
Dmitry Monakhov System Administrator
Open Technologies, tel: +7(095)787-7027
e-mail: monakhv at ot.ru, http://www.ot.ru/


From ritu at netcore.co.in  Wed Feb 18 06:01:24 2004
From: ritu at netcore.co.in (Ritu Khetan)
Date: Wed, 18 Feb 2004 16:31:24 +0530
Subject: [rt-users] Appending original message in Correspondence mails
Message-ID: <1077102084.1287.5.camel@efv2.netcore.co.in>

Hello All,

   What tag should be used in the templates to append the original
message of the ticket when a Correspondence is sent or when a Resolved
response is sent to the external users.

I tried {$Transaction->Content()}, but it didnt work.

Regards,
Ritu

----------------------------------------------------------------

NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134

MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in

Pragatee: Integrated Server-Software Suite: http://www.pragatee.com

Emergic Freedom: Server-centric Computing: http://www.emergic.com

BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com

Deeshaa: Rural Development: http://www.deeshaa.com

Rajesh Jain's Weblog on Technology: http://www.emergic.org
----------------------------------------------------------------

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From cubic at acronis.ru  Wed Feb 18 06:45:03 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 18 Feb 2004 14:45:03 +0300
Subject: [rt-users] Appending original message in Correspondence mails
In-Reply-To: <1077102084.1287.5.camel@efv2.netcore.co.in>
References: <1077102084.1287.5.camel@efv2.netcore.co.in>
Message-ID: <4033503F.7070109@acronis.ru>

Ritu Khetan wrote:
> Hello All,
> 
>    What tag should be used in the templates to append the original 
> message of the ticket when a Correspondence is sent or when a Resolved 
> response is sent to the external users.
> 
> I tried {$Transaction->Content()}, but it didnt work.

{$Ticket->Transactions->First->Content()}
> 
> Regards,
> Ritu
> 
> ----------------------------------------------------------------
> 
> NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
> 
> MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
> 
> Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
> 
> Emergic Freedom: Server-centric Computing: http://www.emergic.com
> 
> BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
> 
> Deeshaa: Rural Development: http://www.deeshaa.com
> 
> Rajesh Jain's Weblog on Technology: http://www.emergic.org
> ----------------------------------------------------------------
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm



From enrique at eurociber.es  Wed Feb 18 07:08:06 2004
From: enrique at eurociber.es (Enrique Iglesias Rodriguez)
Date: Wed, 18 Feb 2004 13:08:06 +0100
Subject: [rt-users] spliting rt installation on a queue basis.
Message-ID: <200402181308.06309.enrique@eurociber.es>

Hello there.

I'm planning to split a current RT3 installation into several machines. The 
guideline to use in the split is getting server A with queues 1, 2... server 
B with queues 3,4,5... 

Is there a 'standard' way to accomplish something like this? Should I to 
examine the RT3 db schema in detail to split the database? Any comment is 
appreciated.

Greetings.
-- 
    Enrique Iglesias Rodriguez


From daniel at 34SP.com  Wed Feb 18 07:12:53 2004
From: daniel at 34SP.com (Daniel Foster)
Date: Wed, 18 Feb 2004 12:12:53 +0000
Subject: [rt-users] RT HTML Cleaner v2
In-Reply-To: <40312278.7070101@lyon.cemagref.fr>
References: <40311464.7050403@acronis.ru> <40312278.7070101@lyon.cemagref.fr>
Message-ID: <403356C5.2060500@34SP.com>

> Personnaly, I rewrote some Attachment and Transaction subs (with _Local) 
> that uses HTML::TreeBuilder and HTML::FormatText to converts HTML to 
> plain/text, which in turn can be display in WebUI and used as 
> transaction content in mail templates. Although we lose some format, the 
> output is generaly more useful than nothing, what is unpatched RT 
> returns in theses cases. BTW this also handles text/enriched parts (an 
> obscure though RFC'ed format mainly produced by Eudora, Qualcomm's mailer).

Do you have a patch for this, Guillaume?

-- 
Daniel Foster
Technical Director
34SP.com


From ah30 at harrisonfamily.com  Wed Feb 18 07:35:07 2004
From: ah30 at harrisonfamily.com (Andy Harrison)
Date: Wed, 18 Feb 2004 07:35:07 -0500
Subject: [rt-users] Dropping the RT database
In-Reply-To: <6D6E09D687772640AA41F009EB85FE050436F8@CPMAL00.corpnet.p1.local>
References: <6D6E09D687772640AA41F009EB85FE050436F8@CPMAL00.corpnet.p1.local>
Message-ID: <20040218073507.4031337b@andy>


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
On Tue, 17 Feb 2004 11:09:56 -0800, Jonathan Chen wrote
Subject: "RE: [rt-users] Dropping the RT database"
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

> I saw them.  But If I drop the database, wouldn't it remove all my settings for each queues/users/script settings?  I only want to remove all tickets and nothing more.

Tickets, Search Criteria: Subject "doesn't contain" howmuchwoodwouldawoodchuckchuck

Choose "Update all these tickets at once"

Make Status "Deleted"


-- 
Andy Harrison
(full headers for details)



From jari at utu.fi  Wed Feb 18 08:27:11 2004
From: jari at utu.fi (Jari Lehtonen)
Date: Wed, 18 Feb 2004 15:27:11 +0200
Subject: [rt-users] attachment corruption, 5.8.0 v 5.8.3
In-Reply-To: <49571D700004D9409E131F4D4E87964B94F63A@MAIL.bcm-tel.com>
References: <49571D700004D9409E131F4D4E87964B94F63A@MAIL.bcm-tel.com>
Message-ID: <2147483647.1077118031@joydivision.utu.fi>

On tiistai 17. helmikuu 2004 12:14 -0500 Clancy Childs 
 wrote:

> Actually, I upgraded from whatever perl comes with redhat 9 to perl 5.8.3
> and I still have attachment corruption issues. I used the source

Have you rebuilt mod_perl to use the new perl version?

-- 
        Jari Lehtonen
        Unix & Network services
        Computing Center
        University of Turku, Finland


From prlawrence at Lehigh.EDU  Wed Feb 18 08:59:39 2004
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Wed, 18 Feb 2004 08:59:39 -0500
Subject: [rt-users] Easiest distro for RT 3?
Message-ID: <40336FCB.3020403@lehigh.edu>

I currently have RedHat 7.3 on our RT 2 server.  I plan to switch to a 
new distro soon, and make the switch to RT3 at the same time.

I thought I might wait for the next Fedora release (2.6 kernel, etc.), 
but thought I might ask which distro is the easiest to configure and 
administer with RT.

Opinions?

Thanks,
prl


From cubic at acronis.ru  Wed Feb 18 09:12:42 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 18 Feb 2004 17:12:42 +0300
Subject: [rt-users] Easiest distro for RT 3?
In-Reply-To: <40336FCB.3020403@lehigh.edu>
References: <40336FCB.3020403@lehigh.edu>
Message-ID: <403372DA.3040707@acronis.ru>

Phil Lawrence wrote:
> I currently have RedHat 7.3 on our RT 2 server.  I plan to switch to a 
> new distro soon, and make the switch to RT3 at the same time.
> 
> I thought I might wait for the next Fedora release (2.6 kernel, etc.), 
> but thought I might ask which distro is the easiest to configure and 
> administer with RT.
> 
> Opinions?
That distro which you know better.
If you read this list then you can see that people use it on different 
systems: RH7,8,9, FreeBSD, Windows, Solaris, Debian, Fedora...

May be on systems where mp2 by default FastCGI is easy way.

If you want non ascii support you have to use perl5.8.3 which no one 
provide so you should build your own perl package, RPM...

Some distro still use MySQL 3.x, but it's *better* use 4.0.x

There is installation guides on wiki.bestpractical.com for several 
platforms.

We use RH9 with manualy compiled Apache1,mp1,perl...
> 
> Thanks,
> prl


From kfh at mqsoftware.com  Wed Feb 18 09:18:15 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 18 Feb 2004 08:18:15 -0600
Subject: [rt-users] Easiest distro for RT 3?
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1313@mailservermn.mqsoftware.com>

I've installed on RH 8, RH9, and Fedora Core 1.  By *FAR* the easiest
was Fedora.  Got it up and running in modperl2 with no issues, fastest
install (for me) on record......

Kelly F. Hickel
Senior Software Architect
MQSoftware, Inc
952.345.8677
kfh at mqsoftware.com


> -----Original Message-----
> From: Phil Lawrence [mailto:prlawrence at Lehigh.EDU]
> Sent: Wednesday, February 18, 2004 8:00 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Easiest distro for RT 3?
> 
> I currently have RedHat 7.3 on our RT 2 server.  I plan to switch to a
> new distro soon, and make the switch to RT3 at the same time.
> 
> I thought I might wait for the next Fedora release (2.6 kernel, etc.),
> but thought I might ask which distro is the easiest to configure and
> administer with RT.
> 
> Opinions?
> 
> Thanks,
> prl
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm


From webmaster at rochester.rr.com  Wed Feb 18 09:20:16 2004
From: webmaster at rochester.rr.com (Justin C. Sherrill)
Date: Wed, 18 Feb 2004 09:20:16 -0500
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <40331AC1.4000601@ot.ru>
References: <40331AC1.4000601@ot.ru>
Message-ID: <200402180920.16706.webmaster@rochester.rr.com>

On Wednesday 18 February 2004 02:56 am, Dmitry Monakhov wrote:
> After upgrade rt-3.0.8 -> 3.0.9 I can't do ticket search by its number
> in the field located in the top right corner of the frame.
>
> Any ideas or comments?

This may seem dopey, but how do you search by ticket number?  This doesn't 
seem immediately obvious looking at the ticket search page.  (in 3.0.8)


From cubic at acronis.ru  Wed Feb 18 09:27:22 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 18 Feb 2004 17:27:22 +0300
Subject: [rt-users] rt-3.0.9 and Ticket number search
In-Reply-To: <200402180920.16706.webmaster@rochester.rr.com>
References: <40331AC1.4000601@ot.ru>
	<200402180920.16706.webmaster@rochester.rr.com>
Message-ID: <4033764A.2090604@acronis.ru>

Justin C. Sherrill wrote:
> On Wednesday 18 February 2004 02:56 am, Dmitry Monakhov wrote:
> 
>>After upgrade rt-3.0.8 -> 3.0.9 I can't do ticket search by its number
>>in the field located in the top right corner of the frame.
>>
>>Any ideas or comments?
> 
> 
> This may seem dopey, but how do you search by ticket number?  This doesn't 
> seem immediately obvious looking at the ticket search page.  (in 3.0.8)

:)
Enter ticket id in right up corner of the page near search button.

	Good luck. Ruslan


From kmoran at servecentric.com  Wed Feb 18 09:43:59 2004
From: kmoran at servecentric.com (Kevin Moran)
Date: Wed, 18 Feb 2004 14:43:59 -0000
Subject: [rt-users] RE: Priorities on RT2
Message-ID: 

Thanks Andreas,

Does anyone know is Escalation built into RT3?

Regards,
Kevin 

-----Original Message-----
From: Andreas Wahlfeldt [mailto:awahlfeldt at subshell.com] 
Sent: 17 February 2004 17:20
To: rt-users at lists.bestpractical.com
Cc: Kevin Moran
Subject: Re: Priorities on RT2

hi kevin,

the escalation of priorities is NOT an out-of-the-box feature in rt2.
take a look at the rt-addons
(http://download.bestpractical.com/pub/rt/contrib/2.0/rt-addons/). there
you'll find the "escalator.README" which describes what changes you'll
have to make in your rt2 install. the mentioned "EscalatePriority.pm" is
located in
'http://download.bestpractical.com/pub/rt/contrib/2.0/rt-addons/ScripAct
ions
/EscalatePriority/'.

good luck.

cu
andreas

__________________________

Andreas Wahlfeldt
subshell GmbH
Weidenallee 1
20357 Hamburg

t +49.40. 431 362-25
f +49.40. 431 362-29
e awahlfeldt at subshell.com
__________________________


> Date: Tue, 17 Feb 2004 15:41:03 -0000
> From: "Kevin Moran" 
> Subject: [rt-users] Priorities on RT2
> To: 
> Message-ID:
>

>
> Content-Type: text/plain; charset="us-ascii"
>
> Hi,
>
> I'm trying to priorities on RT2 but the priorities don't seem to 
> increase over time.  Is this automatically setup to do so or do I have

> to change something in my setup?
>
> Regards,
> Kevin



From paulh at logicsquad.net  Wed Feb 18 09:47:56 2004
From: paulh at logicsquad.net (Paul A. Hoadley)
Date: Thu, 19 Feb 2004 01:17:56 +1030
Subject: [rt-users] Hiding queues per-user in the 'Quick search' list
Message-ID: <20040218144756.GC93514@grover.logicsquad.net>

Hello,

This may be straightforward, but I cannot seem to find it in the
manual.  I have a user U who has no rights relating to a list L, yet L
appears in U's 'Quick search' list of queues on the home page.
Clicking on L shows a screen with zero tickets, but is there a way to
remove L from U's 'Quick search' list?


-- 
Paul.

mailto:paulh at logicsquad.net
mailto:phoadley at maths.adelaide.edu.au


From cubic at acronis.ru  Wed Feb 18 09:49:39 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Wed, 18 Feb 2004 17:49:39 +0300
Subject: [rt-users] Hiding queues per-user in the 'Quick search' list
In-Reply-To: <20040218144756.GC93514@grover.logicsquad.net>
References: <20040218144756.GC93514@grover.logicsquad.net>
Message-ID: <40337B83.8020606@acronis.ru>

Paul A. Hoadley wrote:
> Hello,
> 
> This may be straightforward, but I cannot seem to find it in the
> manual.  I have a user U who has no rights relating to a list L, yet L
> appears in U's 'Quick search' list of queues on the home page.
> Clicking on L shows a screen with zero tickets, but is there a way to
> remove L from U's 'Quick search' list?
> 
> 
SeeQueue right


From mailbag at anothernet.com  Wed Feb 18 10:54:58 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Wed, 18 Feb 2004 10:54:58 -0500
Subject: [rt-users] Hiding queues per-user in the 'Quick search' list
In-Reply-To: <20040218144756.GC93514@grover.logicsquad.net>
Message-ID: 

Does the user belong to a global group that can see the queue?

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Paul A.
> Hoadley
> Sent: Wednesday, February 18, 2004 9:48 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Hiding queues per-user in the 'Quick search' list
> 
> 
> Hello,
> 
> This may be straightforward, but I cannot seem to find it in the
> manual.  I have a user U who has no rights relating to a list L, yet L
> appears in U's 'Quick search' list of queues on the home page.
> Clicking on L shows a screen with zero tickets, but is there a way to
> remove L from U's 'Quick search' list?
> 
> 
> -- 
> Paul.
> 
> mailto:paulh at logicsquad.net
> mailto:phoadley at maths.adelaide.edu.au
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
> 



From mailbag at anothernet.com  Wed Feb 18 10:56:05 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Wed, 18 Feb 2004 10:56:05 -0500
Subject: [rt-users] re: Sorting history in descending order
In-Reply-To: 
Message-ID: 

I implemented this code in RT 3.0.8 and it works great!  Thanks!

Chago

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of William
> George
> Sent: Wednesday, February 11, 2004 6:02 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] re: Sorting history in descending order
> 
> 
> Adolfo Santiago wrote:
> 
> >Hello.  I would like to see ticket history sorted in descending 
> order, with
> >the most recent transactions on top, and the oldest at the 
> bottom.  I can't
> > find a reference to this in the docs.  How can I get it done?
> 
> 
> I've used the following code in Ticket/Elements/ShowHistory, My 
> changes were for RT2, but it seems to work in RT3.
> 
> You need to add an Order by
> 
> <%INIT>
> 
> my $Transactions = $Ticket->Transactions;
> # order by here
> $Transactions->OrderBy( ALIAS => 'main',
>                   FIELD => 'Created',
>                   ORDER => 'DESC');
> my $i;
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
> 



From sean.perry at intransa.com  Wed Feb 18 11:44:26 2004
From: sean.perry at intransa.com (Sean Perry)
Date: Wed, 18 Feb 2004 08:44:26 -0800
Subject: [rt-users] Easiest distro for RT 3?
In-Reply-To: <40336FCB.3020403@lehigh.edu>
References: <40336FCB.3020403@lehigh.edu>
Message-ID: <4033966A.8050202@intransa.com>

Phil Lawrence wrote:

> I currently have RedHat 7.3 on our RT 2 server.  I plan to switch to a 
> new distro soon, and make the switch to RT3 at the same time.
> 
> I thought I might wait for the next Fedora release (2.6 kernel, etc.), 
> but thought I might ask which distro is the easiest to configure and 
> administer with RT.
> 

On Debian sarge and up you can do a fresh OS install and then simply type:

apt-get install request-tracker3

apt will get all of the depends for you.  After that cd to 
/usr/share/doc/request-tracker3 and follow the directions.  Had it up 
and running in about 2 hours from empty hard drive to fully setup.



From jamesd at jml.net  Wed Feb 18 11:56:45 2004
From: jamesd at jml.net (James Davis)
Date: Wed, 18 Feb 2004 16:56:45 +0000 (GMT)
Subject: [rt-users] Questions
Message-ID: 

Hello,

The company I'm working for is looking to switch to RT from our current
ticketing system. Per user licensing issues are getting in the way of our
productivity and we're all for moving to a GPL based package.

I'm pleased so far with the installation of RT that I've performed ontop
of a Debian installation, however there are a few features in our current
software that we find to be useful and I'd like to know if there's
something similar available through RT or an extention to RT.

Basically the existing software allows us to enter the items supported for
specific contracts with the SLA response/fix times specified on a per item
basis. We can then configure the software to alert us before the response
time runs out. Is it possible to achieve this through RT without creating
queues for each item under contract?

I could of course write the functionality myself but would like to know if
this has been done before starting on it.

Thanks,

James

--
"You're turning into a penguin. Stop it"
http://jamesd.ukgeeks.co.uk/




From Dean.Brissinger at vexcel.com  Wed Feb 18 12:13:56 2004
From: Dean.Brissinger at vexcel.com (Dean Brissinger)
Date: Wed, 18 Feb 2004 10:13:56 -0700
Subject: [rt-users] MINI HOWTO: Setup RT on MacOS Panther
Message-ID: <1077124436.6796.244.camel@NevDull.int.vexcel.com>

Sorry for the previous post in HTML format.  This one is in text only
format and hopefully everyone can see it.

Panther is not well documented.  So here is a 10-step guide to 
the trials you will encounter and the things out outside of 
the documentation that you need to know.


1) DISABLE THE FIREWALL
    To make setup and debugging a whole lot easier you should 
    make sure the firewall is NOT running.  Open the firewall 
    tab in the Sharing control panel and click Stop if it is 
    running.


2) REPAIR THE BUGGY PANTHER PERL
    Panther has a bug in it that prevents DBD::mysql from 
    building!  The patch is to edit the file:

 /System/Library/Perl/5.8.1/darwin-thread-multi-2level/Config.pm

    Locate this line:

        ld='MACOSX_DEPLOYMENT_TARGET=10.3 cc'
        
    and replace it with:

        ld='env MACOSX_DEPLOYMENT_TARGET=10.3 cc'
        
        
3) BUILD AN APACHE SERVER WITH STATIC MOD_PERL MODULE
    Apache must be built statically with mod_perl.  I've 
    tested the mod_perl that comes with Panther and had very 
    bad results.

    a) Get the current mod_perl1 from http://perl.apache.org/
    b) Get Apache 1.3.29 from http://httpd.apache.org/download.cgi
    c) For the most part you will use the mod_perl1 
       instructions for building and installing your new web 
       server.  A few catches:  
        a) Do NOT trust the quick and dirty guide for the 
           impatient!  It skips critical steps!  
        b) to build the Makefile and configure for Panther's
           existing httpd.conf you need to add some APACI_ARGS
           that configure Apache.  This is done by using this
           command in place of the command provided in the
           mod_perl documentation (broken in to multiple lines
           just for e-mail formatting):

        % perl Makefile.PL APACHE_SRC=../apache_1.3.29/src \
               DO_HTTPD=1 USE_APACI=1 \
               APACI_ARGS="--enable-module=most \
               --enable-shared=max --with-layout=Darwin" \
               EVERYTHING=1


4) REMOVE APPLE'S HFS AND RENDEZVOUS MODULES:
    Edit /etc/httpd/httpd.conf and comment out the lines that 
    try to load hfs_apple_module and rendezvous_apple_module.  
    There are 4 of them.

    There may be a way to get the hfs and rendezvous modules 
    to work.  However, this is not something I needed support 
    for and spent no time on.  I doubt it, but you may find 
    help for these modules on http://www.opendarwin.org/.  I 
    believe they are Apple's and unavailable as source.



5) INSTALL MYSQL
    You need mysql before you can build all the Perl 
    dependancies for RT.  I suggest Complete MySQL from 
    http://www.serverlogistics.com/ mysql.php.  The Installer 
    is a standard MacX install GUI.  There are two things you 
    must beware of:
        
        a) To install the Complete MySQL control panel.  Just 
           double-click it.  Don't drag it to the PrefPanes 
           folder.  This behavior was changed in Panther and 
           the documentation for Complete MySQL was not
           updated.

        b) DON'T SET A MYSQL ROOT PASSWORD.  A mysql root 
           password will prevent the Perl dependencies from 
           building with CPAN.  If you want to use this 
           feature set the password only after RT is up and 
           running. 


6) INSTALL REQUEST TRACKER
    You should follow the directions provided with RT.  A few 
    of the perl modules required by RT must be forced to 
    install because the tests want to run as user nobody.  For 
    these 3 or so perl modules just force the install.  There 
    is also one that has 3 failed tests (98% passed).  You 
    should force this one to install also as the failures do 
    not affect RT.  As of this writing, I have only gotten RT 
    3.0.8 to work on Panther.  3.0.9 may or may not work.
        
    To force a perl module to install using CPAN start CPAN 
    from the command prompt then use the force install command:
        
        % perl -MCPAN -e shell
            cpan> force install DBI::mysql
                
    Using DBI::mysql as an example.


7) SETUP POSTFIX
    The postfix configuration on 10.3 is standard.  Refer to 
    the Postfix documentation.  I cannot explain in detail how 
    to configure it because e-mail is unique to your 
    environment.  However, the things you will need to do
    include enabling SMTP in /etc/postfix/master.cf to let
    your Panther machine get mail from outside hosts.  You
    will also need to setup an aliases file to put the RT 
    e-mail aliases in.  In the postfix file look for 
    alias_maps.  Then set it up like so:
        
        alias_maps = hash:/etc/aliases
                
    You then can edit /etc/aliases, add the RT aliases, and 
    you are set to go.  One small oddity I found with Panther
    is that you have to run two commands to get the aliases to
    "really" take effect:

        # postalias /etc/aliases
        # newaliases
                

8) SETUP THE FIREWALL AND START IT
    Not ever environment is concerned with security.  If you 
    are not, leave the firewall off.  If you are, turn the
    firewall on but make sure to open ports for web hosting
    (port 80, WWW) and receiving e-mail (port 25, SMTP).


9) HELP IS ON-LINE
    Check out the RT3 users list at bestpractical.com for any 
    problems you bump in to.  Google is also a great 
    resource.  Searching for an exact error message in Google
    groups often shows that someone already had the same
    problem.  Once you've got it working, you should share
    your wisdom with others and help support free software for
    all.  
        

10) GO BACK TO STEP 9




From cerion at terpsichore.ws  Wed Feb 18 11:49:16 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Wed, 18 Feb 2004 17:49:16 +0100
Subject: [rt-users] rt-mailgate problem with 'SSLVerifyClient require'
Message-ID: <200402181749.16308.cerion@terpsichore.ws>


Hi,
I'm having trouble with rt-mailgate and ssl...
I should first say that I've got RT up and working, with ssl, as long as no 
client certificate is required.  Both email and the web interfaces work fine.

However, as soon as I set (in httpd.conf)
SSLVerifyClient require
SSLVerifyDepth  1
...I can't get mail through to the webserver anymore.

Does anyone have any idea what I'm doing wrong?
I've googled and read docs and rt-users until my eyes are dry - I have no idea 
what to try next!

Below are details/results of things I've tried so far...

`rt-mailgate --queue Bugs --action comment --debug --url https://
request_tracker.local < ~/foo`
=> "500 SSL negotiation failed:"

apache/error_log:
---
[error] mod_ssl: SSL handshake failed (server request_tracker.local:443, 
client 192.168.1.102) (OpenSSL library error follows)
[error] OpenSSL: error:140890C7:SSL routines:SSL3_GET_CLIENT_CERTIFICATE:peer 
did not return a certificate [Hint: No CAs known to server for verification?]
[error] mod_ssl: SSL handshake failed (server request_tracker.local:443, 
client 192.168.1.102) (OpenSSL library error follows)
[error] OpenSSL: error:140710CA:SSL routines:REQUEST_CERTIFICATE:peer error no 
certificate
---

I've tried installing:
Crypt::SSLeay, Net::SSLeay, libio-socket-ssl-perl

If I type in a shell 'GET https://request_tracker.local'
I get back 500 SSL negotiation failed:

I would like to only 'listen' on port 443 and require client certificates, but 
for testing purposes, apache is still listening on port 80, too.

Here's an httpd.conf extract:
(I've tried with and without the 

   DocumentRoot /frop/local/rt3/share/html
   ServerName request_tracker.local
   AddDefaultCharset UTF-8

   PerlModule Apache::DBI
   PerlRequire /frop/local/rt3/bin/webmux.pl

   
      SetHandler perl-script
      PerlHandler RT::Mason
   

   ErrorLog /frop/local/apache/logs/error_log
   TransferLog /frop/local/apache/logs/access_log

   # This was a suggested solution to handle "mailgateway and ssl"
   #  - supposed to open https to localhost, by connecting with http instead
   # http://marc.free.net.ph/message/20040114.021916.34ac6493.html
   #
   Alias /rt3/REST/1.0  /frop/local/rt3/share/html/REST/1.0
   
      Satisfy Any
      Options FollowSymLinks Indexes ExecCGI
      AllowOverride None
      Order deny,allow
      Allow from request_tracker.local
      Allow from localhost
   

SSLEngine on
SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:
+eNULL

SSLCertificateFile /frop/local/apache/conf/ssl.crt/server.crt
SSLCertificateKeyFile /frop/local/apache/conf/ssl.key/server.key
SSLCertificateChainFile /frop/local/apache/conf/ssl.crt/ca.crt
SSLCACertificatePath /frop/local/apache/conf/ssl.crt
SSLCACertificateFile /frop/local/apache/conf/ssl.crt/ca.crt
SSLVerifyClient require
SSLVerifyDepth  1
--------------


Any help _much_ appreciated - my head is hurting from the brick wall!
Cerion



From jritchie at bible.edu  Wed Feb 18 12:57:03 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Wed, 18 Feb 2004 12:57:03 -0500
Subject: [rt-users] Dropping the RT database
In-Reply-To: <20040218073507.4031337b@andy>
References: <6D6E09D687772640AA41F009EB85FE050436F8@CPMAL00.corpnet.p1.local>
	<20040218073507.4031337b@andy>
Message-ID: <20040218125703.2ed4e6c1.jritchie@bible.edu>

Andy Harrison scripted ::

>Tickets, Search Criteria: Subject "doesn't contain"
>howmuchwoodwouldawoodchuckchuck
>
>Choose "Update all these tickets at once"
>
>Make Status "Deleted"

Beautifully simple. Thanks!


From greig at hamiltron.net  Wed Feb 18 13:29:39 2004
From: greig at hamiltron.net (Greig McGill)
Date: Thu, 19 Feb 2004 07:29:39 +1300
Subject: [rt-users] rt3 and Debian Woody
In-Reply-To: <20040218092733.GA15256@computing-services.oxford.ac.uk>
References: <410A796D112A3643B11B633E8739E11C4C123A@extis.tiscon.com>
	<5.2.1.1.2.20040217135010.020f7518@po14.mit.edu>
	<1145.203.167.190.117.1077042575.squirrel@www.hamiltron.net>
	<40326F22.2060003@intransa.com>
	<1209.203.167.190.117.1077043888.squirrel@www.hamiltron.net>
	<40327511.60708@intransa.com>
	<1178.203.167.190.117.1077046425.squirrel@www.hamiltron.net>
	<20040218092733.GA15256@computing-services.oxford.ac.uk>
Message-ID: <1077128979.25149.2.camel@tyr.hamiltron.net>

On Wed, 2004-02-18 at 22:27, Stephen Quinney wrote:
> Apologies for not saying anything about this before now.
> 
> When Debian had some of its servers cracked a while back all the stuff
> in people's public_html directories on people.debian.org got removed
> and we all lost our logins for a while. Since then i've not had the
> time to recreate all the backports of packages needed to get rt3 for
> woody.
> 
> There is also the fact that people are seeing such huge improvements
> with perl 5.8.3 over any previous version of perl. This suggests to me
> that I shouldn't really be encouraging people to use rt3 with perl 5.6.
> 
> As it stands I am not going to have the time for a while to get back
> to this, (we may or may not want woody packages of rt3 at my work). I
> would recommend that people seriously consider running a sarge box if
> they want rt3 with Debian now. It has all the packages you need and
> should be using to run rt3, with full support from myself and the
> other maintainer of the request-tracker3 package.
> 
> Stephen Quinney

Thanks Stephen.  Mystery solved! :)

Greig.



From sean.perry at intransa.com  Wed Feb 18 13:39:31 2004
From: sean.perry at intransa.com (Sean Perry)
Date: Wed, 18 Feb 2004 10:39:31 -0800
Subject: [rt-users] implementing policies
Message-ID: <4033B163.8030702@intransa.com>

How are people on this list dealing with ticket policies?  For instance, 
I would like to prevent people from closing tickets if they did not 
specify how long they worked on the ticket.  Or prevent any ticket from 
being closed on the General queue.

Currently, I have hacked up the code in the html files to deal with 
this.  However it is not scaling well and feels a bit of a kluge.

Can this be handled in the library somehow?  Can I fail an operation and 
return a useful "Tickets must have time worked to be closed" message?



From mailbag at anothernet.com  Wed Feb 18 14:12:40 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Wed, 18 Feb 2004 14:12:40 -0500
Subject: [rt-users] Viewing downloads in a separate browser
Message-ID: 

How can I get the "Download (untitled)" link to open the attachment/message
in a separate browser?

I searched the archives but couldn't find anything about this.

Thanks!

Chago





From bill at daze.net  Wed Feb 18 15:13:27 2004
From: bill at daze.net (bill at daze.net)
Date: Wed, 18 Feb 2004 12:13:27 -0800 (PST)
Subject: [rt-users] Re: Hiding queues per-user in the 'Quick search' list
In-Reply-To: <20040218170008.D326A112FE@pallas.eruditorum.org>
References: <20040218170008.D326A112FE@pallas.eruditorum.org>
Message-ID: <20040218121110.U89144@droid.daze.net>

> This may be straightforward, but I cannot seem to find it in the
> manual.  I have a user U who has no rights relating to a list L, yet L
> appears in U's 'Quick search' list of queues on the home page.
> Clicking on L shows a screen with zero tickets, but is there a way to
> remove L from U's 'Quick search' list?

We didn't like that default behavior either so we added this to our
install a long time ago.  It suppresses queues from the quick search list
that the user does not have ShowTicket rights for.


1) Copy the standard QuickSearch element to your local area

cp share/html/Elements/Quicksearch local/html/Elements/Quicksearch


2) Now editing your local copy, add the "next if" line shown below after
the while:


while (my $queue = $Queues->Next) {

     next if !$queue->CurrentUserHasRight('ShowTicket');


Note that this was done on RT 3.0.0 through 3.0.4.  We haven't installed
later versions yet and it's possible the QuickSearch code may have
changed.  Probably not, but it's possible.



--
 <=> ASK and you shall receive <=>


From ewatson at pointserve.com  Wed Feb 18 15:25:33 2004
From: ewatson at pointserve.com (Watson, Erik)
Date: Wed, 18 Feb 2004 14:25:33 -0600
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
Message-ID: <01C2B45CAAA9F541AFB100876D088B234D4F76@ptscorp-exc01.pointserve.com>

Ok I am having trouble getting it to look at the new DBIx::SearchBuilder. I
have made and remade it and installed it to no avail. Does anyone else have
any more detailed instructions on how to fix this?

Oh and on the upgrade, did anyone else notice that RT now sends 2 replies to
the customer now?

Thanks in advance,
Erik Watson 
Manager - Network Operations
PointServe, Inc. 
110 Wild Basin Rd. Suite 300 
Austin, TX 78746 
Office (512) 617-5387 
Fax (512) 617-0466 



-----Original Message-----
From: Florian Weimer [mailto:fw at deneb.enyo.de] 
Sent: Tuesday, February 17, 2004 4:54 AM
To: Maxime Henrion
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9


Maxime Henrion wrote:

> I'm getting the following error when trying to display a ticket after 
> having updated RT to 3.0.9.  What did I miss?

It looks as if RT doesn't find the most recent DBIx::SearchBuilder version
(0.97). _______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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


From rt at chaka.net  Wed Feb 18 14:38:48 2004
From: rt at chaka.net (Todd Chapman)
Date: Wed, 18 Feb 2004 14:38:48 -0500
Subject: [rt-users] Re: Hiding queues per-user in the 'Quick search' list
In-Reply-To: <20040218121110.U89144@droid.daze.net>
References: <20040218170008.D326A112FE@pallas.eruditorum.org>
	<20040218121110.U89144@droid.daze.net>
Message-ID: <20040218193848.GS3082@chaka.net>

It would be much more Perlish to say:

next unless $queue->CurrentUserHasRight('ShowTicket');

-Todd

On Wed, Feb 18, 2004 at 12:13:27PM -0800, bill at daze.net wrote:
> > This may be straightforward, but I cannot seem to find it in the
> > manual.  I have a user U who has no rights relating to a list L, yet L
> > appears in U's 'Quick search' list of queues on the home page.
> > Clicking on L shows a screen with zero tickets, but is there a way to
> > remove L from U's 'Quick search' list?
> 
> We didn't like that default behavior either so we added this to our
> install a long time ago.  It suppresses queues from the quick search list
> that the user does not have ShowTicket rights for.
> 
> 
> 1) Copy the standard QuickSearch element to your local area
> 
> cp share/html/Elements/Quicksearch local/html/Elements/Quicksearch
> 
> 
> 2) Now editing your local copy, add the "next if" line shown below after
> the while:
> 
> 
> while (my $queue = $Queues->Next) {
> 
>      next if !$queue->CurrentUserHasRight('ShowTicket');
> 
> 
> Note that this was done on RT 3.0.0 through 3.0.4.  We haven't installed
> later versions yet and it's possible the QuickSearch code may have
> changed.  Probably not, but it's possible.
> 
> 
> 
> --
>  <=> ASK and you shall receive <=>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


From paulh at logicsquad.net  Wed Feb 18 17:10:38 2004
From: paulh at logicsquad.net (Paul A. Hoadley)
Date: Thu, 19 Feb 2004 08:40:38 +1030
Subject: [rt-users] Hiding queues per-user in the 'Quick search' list
In-Reply-To: <40337B83.8020606@acronis.ru>
References: <20040218144756.GC93514@grover.logicsquad.net>
	<40337B83.8020606@acronis.ru>
Message-ID: <20040218221038.GA99200@grover.logicsquad.net>

On Wed, Feb 18, 2004 at 05:49:39PM +0300, Ruslan U. Zakirov wrote:
> Paul A. Hoadley wrote:
>
> >This may be straightforward, but I cannot seem to find it in the
> >manual.  I have a user U who has no rights relating to a list L, yet L
> >appears in U's 'Quick search' list of queues on the home page.
> >Clicking on L shows a screen with zero tickets, but is there a way to
> >remove L from U's 'Quick search' list?
>
> SeeQueue right

U has 'No rights granted' for this queue.  The user-defined group that
U is in has 'No rights granted'.  Should this be sufficient?  (NB: if
U selects L from the 'Quick search' list, no tickets come up as
expected.  I just want L off U's list.)


-- 
Paul.

mailto:paulh at logicsquad.net
mailto:phoadley at maths.adelaide.edu.au


From paulh at logicsquad.net  Wed Feb 18 17:15:00 2004
From: paulh at logicsquad.net (Paul A. Hoadley)
Date: Thu, 19 Feb 2004 08:45:00 +1030
Subject: [rt-users] Hiding queues per-user in the 'Quick search' list
In-Reply-To: <20040218221038.GA99200@grover.logicsquad.net>
References: <20040218144756.GC93514@grover.logicsquad.net>
	<40337B83.8020606@acronis.ru>
	<20040218221038.GA99200@grover.logicsquad.net>
Message-ID: <20040218221500.GB99200@grover.logicsquad.net>

On Thu, Feb 19, 2004 at 08:40:38AM +1030, Paul A. Hoadley wrote:

> U has 'No rights granted' for this queue.  The user-defined group
> that U is in has 'No rights granted'.  Should this be sufficient?
> (NB: if U selects L from the 'Quick search' list, no tickets come up
> as expected.  I just want L off U's list.)

Damn---I had 'SeeQueue' granted to 'Everyone' as a global right for
some reason.  Fixed now.

Thanks for all replies.


-- 
Paul.

mailto:paulh at logicsquad.net
mailto:phoadley at maths.adelaide.edu.au


From David.Swift at spokesoftware.com  Wed Feb 18 16:59:45 2004
From: David.Swift at spokesoftware.com (David Swift)
Date: Wed, 18 Feb 2004 13:59:45 -0800
Subject: [rt-users] ShowHistory Modification to show last communication
Message-ID: 

After playing with a mod that was posted to this file earlier, I found
that often the last item in a history list was only a status change
message.  After fielding a few confused developers' requests, I added
some code to find the last communication in a transaction list.

I've posted the whole file below - if you drop this in
rt3/local/html/Ticket/Elements it will cause only the last communication
to appear when a ticket summary is displayed, and the whole histry when
they click the 'History' link. 

%# BEGIN LICENSE BLOCK
%# 
%# Copyright (c) 1996-2003 Jesse Vincent 
%# 
%# (Except where explictly superceded by other copyright notices)
%# 
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%# 
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE.  See the GNU
%# General Public License for more details.
%# 
%# Unless otherwise specified, all modifications, corrections or
%# extensions to this work which alter its source code become the
%# property of Best Practical Solutions, LLC when submitted for
%# inclusion in the work.
%# 
%# 
%# END LICENSE BLOCK
<%perl>
#
#   Returns the last communication transaction in the passed
Transactions list
#
sub show_last_communication {
  my ($list) = @_;
  my ($picked);

  while (my $Transaction = $list->Next) {
    $picked = $Transaction if ( $Transaction->Type =~
m/(Create)|(Correspond)|(Comment)/ );
  }

  return $picked;
}

if ($ShowDisplayModes or $ShowTitle) {
my $title;
my $titleright;
if ($ShowTitle) {
    $title = loc('History');
}
else {
    $title = ' ';
}
$titleright = loc('Display mode') . ":";
if ($ShowHeaders &&  $ShowHeaders == $Ticket->Id ) {
    $titleright .= "["
      . loc("Brief headers")
      . "] ["
      . loc("Full headers") . "]";
}
else {
    $titleright .= "["
      . loc("Brief headers")
      . "] ["
      . loc("Full headers") . "]";
}

<& /Elements/TitleBoxStart, title => $title, titleright => $titleright,
bodyclass=> ''&>
% }


% if ($m->request_comp()->title=~/Ticket\/Display\.html/) {
%   my $Transaction = show_last_communication($Transactions);
    
    <& ShowTransaction, Ticket => $Ticket, Transaction => $Transaction,
ShowHeaders => $ShowHeaders, Collapsed => $Collapsed, RowNum => $i,
ShowTitleBarCommands => $ShowTitleBarCommands  &>

% } else {
%   while (my $Transaction = $Transactions->Next) {
%     my $skip = 0;
%     $m->comp('/Elements/Callback', _CallbackName => 'SkipTransaction',
Transaction => $Transaction, skip => \$skip, %ARGS);
%     next if $skip;
%     $i++;
%	if ($Transactions->IsLast) {
	
% 	}
	    <& ShowTransaction, Ticket => $Ticket, Transaction =>
$Transaction, ShowHeaders => $ShowHeaders, Collapsed => $Collapsed,
RowNum => $i, ShowTitleBarCommands => $ShowTitleBarCommands  &>
%  }
% }


% if ($ShowDisplayModes or $ShowTitle) {
<& /Elements/TitleBoxEnd &>
% }

<%INIT>

my $Transactions = $Ticket->Transactions;
my $i;


<%ARGS>
$URIFile => 'Display.html'
$Ticket => undef
$ShowHeaders => undef
$Collapsed => undef
$ShowTitle => 1
$ShowDisplayModes => 1
$ShowTitleBarCommands => 1



From cerion at terpsichore.ws  Wed Feb 18 17:13:12 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Wed, 18 Feb 2004 23:13:12 +0100
Subject: [rt-users] rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: 
References: 
Message-ID: <200402182313.12735.cerion@terpsichore.ws>

On Wednesday 18 February 2004 22:22, Mark Williams wrote:
> Your 443 port may not be open. You can do a quick check by getting to a
> command prompt and typing:
Unfortunately, ports are certainly open.

> PS - I'm thinking that as long as you don't require the client
> certificate, it's not using port 443, so all's well. The services are
> running, but not being accessed so you can't tell they're blocked by
> your machine's firewall.
I didn't know it worked like that... Are you saying that even if I specify 
https in the rt-mailgate command, it will fall back to 'http' if it can?
Mind you, mailing was previously fine even if I set apache to listen only to 
443:
---

#Listen 80
Listen 443

---
Wouldn't this stop that?

Can anyone confirm (give pointers to?) a setup that works when using 
'SSLVerifyClient require'?
Many thanks,
Cerion



> >>> Cerion Armour-Brown  02/18/04 08:49AM >>>
>
> Hi,
> I'm having trouble with rt-mailgate and ssl...
> I should first say that I've got RT up and working, with ssl, as long
> as no
> client certificate is required.  Both email and the web interfaces work
> fine.
>
> However, as soon as I set (in httpd.conf)
> SSLVerifyClient require
> SSLVerifyDepth  1
> ...I can't get mail through to the webserver anymore.
>
> Does anyone have any idea what I'm doing wrong?
> I've googled and read docs and rt-users until my eyes are dry - I have
> no idea
> what to try next!
>
> Below are details/results of things I've tried so far...
>
> `rt-mailgate --queue Bugs --action comment --debug --url https://
> request_tracker.local < ~/foo`
> => "500 SSL negotiation failed:"
>
> apache/error_log:
> ---
> [error] mod_ssl: SSL handshake failed (server
> request_tracker.local:443,
> client 192.168.1.102) (OpenSSL library error follows)
> [error] OpenSSL: error:140890C7:SSL
> routines:SSL3_GET_CLIENT_CERTIFICATE:peer
> did not return a certificate [Hint: No CAs known to server for
> verification?]
> [error] mod_ssl: SSL handshake failed (server
> request_tracker.local:443,
> client 192.168.1.102) (OpenSSL library error follows)
> [error] OpenSSL: error:140710CA:SSL routines:REQUEST_CERTIFICATE:peer
> error no
> certificate
> ---
>
> I've tried installing:
> Crypt::SSLeay, Net::SSLeay, libio-socket-ssl-perl
>
> If I type in a shell 'GET https://request_tracker.local'
> I get back 500 SSL negotiation failed:
>
> I would like to only 'listen' on port 443 and require client
> certificates, but
> for testing purposes, apache is still listening on port 80, too.
>
> Here's an httpd.conf extract:
> (I've tried with and without the
> 
>    DocumentRoot /frop/local/rt3/share/html
>    ServerName request_tracker.local
>    AddDefaultCharset UTF-8
>
>    PerlModule Apache::DBI
>    PerlRequire /frop/local/rt3/bin/webmux.pl
>
>    
>       SetHandler perl-script
>       PerlHandler RT::Mason
>    
>
>    ErrorLog /frop/local/apache/logs/error_log
>    TransferLog /frop/local/apache/logs/access_log
>
>    # This was a suggested solution to handle "mailgateway and ssl"
>    #  - supposed to open https to localhost, by connecting with http
> instead
>    # http://marc.free.net.ph/message/20040114.021916.34ac6493.html
>    #
>    Alias /rt3/REST/1.0  /frop/local/rt3/share/html/REST/1.0
>    
>       Satisfy Any
>       Options FollowSymLinks Indexes ExecCGI
>       AllowOverride None
>       Order deny,allow
>       Allow from request_tracker.local
>       Allow from localhost
>    
>
> SSLEngine on
> SSLCipherSuite
> ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:
> +eNULL
>
> SSLCertificateFile /frop/local/apache/conf/ssl.crt/server.crt
> SSLCertificateKeyFile /frop/local/apache/conf/ssl.key/server.key
> SSLCertificateChainFile /frop/local/apache/conf/ssl.crt/ca.crt
> SSLCACertificatePath /frop/local/apache/conf/ssl.crt
> SSLCACertificateFile /frop/local/apache/conf/ssl.crt/ca.crt
> SSLVerifyClient require
> SSLVerifyDepth  1
> --------------
>
>
> Any help _much_ appreciated - my head is hurting from the brick wall!
> Cerion
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm



From jim.goss at privacyinc.com  Wed Feb 18 17:42:33 2004
From: jim.goss at privacyinc.com (Jim Goss)
Date: Wed, 18 Feb 2004 16:42:33 -0600
Subject: [rt-users] MySQL upgrade to 4.0
Message-ID: <01AC31836072264CB16F111175B9E77908232B@brandeis.PrivacyInc.Local>


Hello all,

OK, so I got RT up and running on my Fedora box OK, but was getting
periodic HTTP 500 errors when using the site (about 1 in 5 or 7 hits).
I reviewed the docs and saw that mysql 4.0 was the required version and
fedora was using an older version.  So I installed 4.0 and recompiled
DBD::mysql all successfully.

However, upon restarting mysql then visiting my RT webpage I get a 500
error and my apache error_log shows:

DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Can't
connect to local MySQL server through socket '/var/lib/mysql/mysql.sock'
(2) at /usr/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line
132
[Wed Feb 18 13:54:30 2004] [error] Connect Failed Can't connect to local
MySQL server through socket '/var/lib/mysql/mysql.sock' (2)
 at /opt/rt3/lib/RT.pm line 149


Apparently, the new mysql is using /tmp/mysql.sock instead of
/var/lib/mysql/mysql.sock.  So, for kicks I tried creating a softlink
for /var/lib/mysql/mysql.sock to /tmp/mysql.sock.  However, this either
doesn't work, or there is now some other problem:


DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
denied for user: 'rt_user at localhost' (Using password: YES) at
/usr/lib/perl5/site_perl/5.8.1/DBIx/SearchBuilder/Handle.pm line 132
[Wed Feb 18 13:59:56 2004] [error] Connect Failed Access denied for
user: 'rt_user at localhost' (Using password: YES)
 at /opt/rt3/lib/RT.pm line 149


The user rt_user is properly configured in mysql, as I can log in
manually as that user and navigate the rt3 database.

Does anyone have any thoughts?

Thanks,

Jim Goss
Director of Network Operations
Privacy, Inc. 




From m.husband at leadup.com.au  Wed Feb 18 17:39:25 2004
From: m.husband at leadup.com.au (Mike Husband)
Date: Thu, 19 Feb 2004 08:39:25 +1000
Subject: [rt-users] RT-Crontab configuration
In-Reply-To: 
Message-ID: <006501c3f670$10615490$8f90a8c0@internal.leadup.com.au>


See the HowTos link under
http://wiki.bestpractical.com/cgi-bin/index.cgi?HomePage

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Duncan
> Pickard
> Sent: Wednesday, 18 February 2004 12:47 AM
> To: Rt-Users
> Subject: [rt-users] RT-Crontab configuration
>
>
> OK-
>     I was trying to figure out why the priority of my tickets
> was not going
> up.  So I poked arround and found the rt-crontool file.
> AH-HA!  I need to
> set up a cron job somewhere to do this.  However, rt-crontool does not
> appear to be documented anywhere.  I eventualy found
> ./rtcrontool --help,
> but that was not very enlightening.  I am looking to have the
> priority of my
> tickets move from their origina priority at creation, twards
> their final
> priority at due date.  I am guessing I will need to set up a
> dummy user (rt3
> perhaps) who is a member of the group rt, and have the
> rt-crontool executed
> at regular intervals, what I can't figure out are what
> options I would use
> for rt-crontool.  Any ideas?
>
>
>
>                - D. Pickard
>



From m.husband at leadup.com.au  Wed Feb 18 17:55:12 2004
From: m.husband at leadup.com.au (Mike Husband)
Date: Thu, 19 Feb 2004 08:55:12 +1000
Subject: [rt-users] removing deleted tickets
In-Reply-To: <6D6E09D687772640AA41F009EB85FE050436F7@CPMAL00.corpnet.p1.local>
Message-ID: <006a01c3f672$44fdbc50$8f90a8c0@internal.leadup.com.au>

If you want to remove all tickets and restart with ticket #1 you will also
need to reset the ticket counter in the database.
 
I'm not sure how to do this with mysql, but with postgresql you will need to
do something like the following in psql:
   alter sequence tickets_id_seq restart with 1
 
You will need to do something similar for the following tables:
  tickets, ticketcustomfieldvalues, transactions, links, attachments
 
Use \dt to see a list of tables, \ds to see a list of sequence counters.
 
Hope this helps.
 
Mike
 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jonathan Chen
Sent: Wednesday, 18 February 2004 2:43 AM
To: rt-users at lists.bestpractical.com; pape-rt at inf.fu-berlin.de
Subject: [rt-users] removing deleted tickets


This script is interesting.   I'm not a perl programmer but I'm wondering if
it can be modified to delete ALL tickets from ALL queues so RT would start
assigning tickets with #1 again.  If it is, how would I go about it?  If
there is a script like this already available, please lead me to one.   
 
Thanks!
 
-Jonathan

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From iqbala at qwestip.net  Wed Feb 18 18:08:52 2004
From: iqbala at qwestip.net (Asif Iqbal)
Date: Wed, 18 Feb 2004 18:08:52 -0500
Subject: [rt-users] Comparison matrix , Remedy .vs. RT
Message-ID: <20040218230852.GA9189@qwestip.net>

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Thanks for any suggestion/direction on this
-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There's no place like 127.0.0.1


From aturner at netscreen.com  Wed Feb 18 18:21:46 2004
From: aturner at netscreen.com (Aaron Turner)
Date: Wed, 18 Feb 2004 15:21:46 -0800
Subject: [rt-users] Comparison matrix , Remedy .vs. RT
In-Reply-To: <20040218230852.GA9189@qwestip.net>
References: <20040218230852.GA9189@qwestip.net>
Message-ID: <20040218232146.GE1001@netscreen.com>

For one, unlike Remedy, it works with browsers other then IE.  Oh and
it's free. :)

On Wed, Feb 18, 2004 at 06:08:52PM -0500, Asif Iqbal wrote:
> Hi All
> 
> Is there a comparison matrix on functionality between Remedy and RT ?
> 
> I need to convince my company to use RT over Remedy.

-- 
Aaron Turner      work: 408-543-4025
Sr. Security Engineer                    fax:  408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.
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From Travis_Niedens at redlands.edu  Wed Feb 18 18:15:45 2004
From: Travis_Niedens at redlands.edu (Niedens, Travis)
Date: Wed, 18 Feb 2004 15:15:45 -0800
Subject: [rt-users] Comparison matrix , Remedy .vs. RT
Message-ID: <30D0F22BE0464E4F98580F12FD65D7A83438F6@exch.redlands.edu>

Wow, never heard that type of question on here.

Fiscally, I bet it would be an easy sale if this is a new deployment.
However, if you already use Remedy, it has been my experience that any
company that uses Remedy has invested thousands of dollars in consulting
costs just to get it to where all the different groups using it can do their
job.  You would have to go through all that again with RT unless Jesse
makes/sells a Remedy2RT script/program :)  Another hurdle would be data
conversion - moving from your existing Remedy schema to that of RT and
insuring that all the tickets are intact.  

Travis

 

-----Original Message-----
From: Asif Iqbal [mailto:iqbala at qwestip.net] 
Sent: Wednesday, February 18, 2004 3:09 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Comparison matrix , Remedy .vs. RT

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Thanks for any suggestion/direction on this
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1
_______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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



From iqbala at qwestip.net  Wed Feb 18 18:31:58 2004
From: iqbala at qwestip.net (Asif Iqbal)
Date: Wed, 18 Feb 2004 18:31:58 -0500
Subject: [rt-users] Comparison matrix , Remedy .vs. RT
In-Reply-To: <20040218232146.GE1001@netscreen.com>
References: <20040218230852.GA9189@qwestip.net>
	<20040218232146.GE1001@netscreen.com>
Message-ID: <20040218233158.GB9189@qwestip.net>

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From JChen at paymentone.com  Wed Feb 18 18:28:23 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Wed, 18 Feb 2004 15:28:23 -0800
Subject: [rt-users] removing deleted tickets
Message-ID: <6D6E09D687772640AA41F009EB85FE050436FA@CPMAL00.corpnet.p1.local>

Thanks Mike,
 
I guess this will be something I'll look into when I get back to work.    I'll probably use the php MySQL admin to do my deeds. =)     I am sure I will find commands similar to what you had (hopefully).
 
-Jonathan
 
-----------------------------------------------------------------
Message: 7
Date: Thu, 19 Feb 2004 08:55:12 +1000
From: "Mike Husband" 
Subject: RE: [rt-users] removing deleted tickets
To: 
Message-ID: <006a01c3f672$44fdbc50$8f90a8c0 at internal.leadup.com.au>
Content-Type: text/plain; charset="iso-8859-1"

If you want to remove all tickets and restart with ticket #1 you will also
need to reset the ticket counter in the database.

I'm not sure how to do this with mysql, but with postgresql you will need to
do something like the following in psql:
   alter sequence tickets_id_seq restart with 1

You will need to do something similar for the following tables:
  tickets, ticketcustomfieldvalues, transactions, links, attachments

Use \dt to see a list of tables, \ds to see a list of sequence counters.

Hope this helps.

Mike

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From rroff at stny.rr.com  Wed Feb 18 20:19:54 2004
From: rroff at stny.rr.com (Russ Roff)
Date: Wed, 18 Feb 2004 20:19:54 -0500
Subject: [rt-users] Customizing RT 3.0 -- Best Practices?
Message-ID: <002501c3f686$7b1bb5d0$02406118@RUSSROFF>

Hello again, everyone.  I'm stuck.

I love RT, and I think it will do wonders for my organization.  However, I need to customize it signficantly for it to be user-friendly.

I need custom input/modify/display forms for tickets in various queues.  Such as, template forms for various queues (or types of tickets in queues) so that they match the mentality of the input user.

I need to "automate" simple things like adding CC groups.  Such as, check off the boxes of the groups who need to be CC'd on this ticket (instead of searching and adding them them individually).

What I've started to do is create custom ticket/Create.html ticket/Modify.html, etc. forms in order to accomplish this.  I'm thinking of creating a custom start page to link users to these various templates.  However, this seems really cumbersome.  I've not finished one yet, so I don't even know if this will work.

Is there anyone who has accomplished any of this yet, or any "best practices" in doing such a thing?  I want to keep RT as intact as possible, but it's looking more and more like I'll have to unbundle it.  I'm having a real difficult time with perldoc (name the module here) documentation.  It all seems disjointed and uncohesive.  (Nothing against the developers - what I have is still more than I'd expect from a free product..)

Thanks again.
 
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From mailbag at anothernet.com  Wed Feb 18 21:00:41 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Wed, 18 Feb 2004 21:00:41 -0500
Subject: [rt-users] RT-Crontab configuration
In-Reply-To: 
Message-ID: 

I'm running the script as indicated below, but the priorities are being
pegged at 99, regardless of the due date.  I'm running:

/opt/rt3/bin/rt-crontool --search
RT::Search::ActiveTicketsInQueue --search-arg Manager \
--action RT::Action::EscalatePriority --verbose

The queue is set up to start with a priority of 1, end with a priority of
99, and with requests due in 1 day.  However, we often change the due date.

What am I doing wrong?  I've read RTWiki and the list archives.

Thanks!

Chago


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of asterr
> Sent: Tuesday, February 17, 2004 10:21 AM
> To: Duncan Pickard
> Cc: Rt-Users
> Subject: Re: [rt-users] RT-Crontab configuration
>
>
> I have cronjobs like the following:
>
> 13 0 * * * /opt/RT/bin/rt-crontool --action
> RT::Action::EscalatePriority --search
> RT::Search::ActiveTicketsInQueue --search-arg changecontrol
>
> Change the --search-arg argument to match the queue you want to escalate
> priorities for.  I do one cronjob per queue -- there may be a
> more efficient
> way to do this.
>
> -Aaron
>
> On Tue, 17 Feb 2004, Duncan Pickard wrote:
>
> > OK-
> >     I was trying to figure out why the priority of my tickets
> was not going
> > up.  So I poked arround and found the rt-crontool file.  AH-HA!
>  I need to
> > set up a cron job somewhere to do this.  However, rt-crontool does not
> > appear to be documented anywhere.  I eventualy found
> ./rtcrontool --help,
> > but that was not very enlightening.  I am looking to have the
> priority of my
> > tickets move from their origina priority at creation, twards their final
> > priority at due date.  I am guessing I will need to set up a
> dummy user (rt3
> > perhaps) who is a member of the group rt, and have the
> rt-crontool executed
> > at regular intervals, what I can't figure out are what options
> I would use
> > for rt-crontool.  Any ideas?
> >
> >
>
> >                - D. Pickard
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
> >
> >
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From kfh at mqsoftware.com  Wed Feb 18 21:03:30 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Wed, 18 Feb 2004 20:03:30 -0600
Subject: [rt-users] RT-Crontab configuration
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1336@mailservermn.mqsoftware.com>

If the ticket is at or past the due date when the script is run, the
priority becomes the max.  It's not clear to me from your description
(due in 1 day. However, we often change the due date), whether or not
the tickets are already past their due date, but it seems likely.  Note
that if the due date is past, and the script bumps the priority to 99,
merely changing the due date won't lower the priority.

-Kelly

> -----Original Message-----
> From: Adolfo Santiago [mailto:mailbag at anothernet.com]
> Sent: Wednesday, February 18, 2004 8:01 PM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT-Crontab configuration
> 
> I'm running the script as indicated below, but the priorities are
being
> pegged at 99, regardless of the due date.  I'm running:
> 
> /opt/rt3/bin/rt-crontool --search
> RT::Search::ActiveTicketsInQueue --search-arg Manager \
> --action RT::Action::EscalatePriority --verbose
> 
> The queue is set up to start with a priority of 1, end with a priority
of
> 99, and with requests due in 1 day.  However, we often change the due
> date.
> 
> What am I doing wrong?  I've read RTWiki and the list archives.
> 
> Thanks!
> 
> Chago
> 
> 
> > -----Original Message-----
> > From: rt-users-bounces at lists.bestpractical.com
> > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of asterr
> > Sent: Tuesday, February 17, 2004 10:21 AM
> > To: Duncan Pickard
> > Cc: Rt-Users
> > Subject: Re: [rt-users] RT-Crontab configuration
> >
> >
> > I have cronjobs like the following:
> >
> > 13 0 * * * /opt/RT/bin/rt-crontool --action
> > RT::Action::EscalatePriority --search
> > RT::Search::ActiveTicketsInQueue --search-arg changecontrol
> >
> > Change the --search-arg argument to match the queue you want to
escalate
> > priorities for.  I do one cronjob per queue -- there may be a
> > more efficient
> > way to do this.
> >
> > -Aaron
> >
> > On Tue, 17 Feb 2004, Duncan Pickard wrote:
> >
> > > OK-
> > >     I was trying to figure out why the priority of my tickets
> > was not going
> > > up.  So I poked arround and found the rt-crontool file.  AH-HA!
> >  I need to
> > > set up a cron job somewhere to do this.  However, rt-crontool does
not
> > > appear to be documented anywhere.  I eventualy found
> > ./rtcrontool --help,
> > > but that was not very enlightening.  I am looking to have the
> > priority of my
> > > tickets move from their origina priority at creation, twards their
> final
> > > priority at due date.  I am guessing I will need to set up a
> > dummy user (rt3
> > > perhaps) who is a member of the group rt, and have the
> > rt-crontool executed
> > > at regular intervals, what I can't figure out are what options
> > I would use
> > > for rt-crontool.  Any ideas?
> > >
> > >
> >
> > >                - D. Pickard
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.bestpractical.com
> > > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
> > >
> > >
> > >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
> >
> >  ** CRM114 Whitelisted by: lists.bestpractical.com **
> >
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm



From dmd at speakeasy.org  Wed Feb 18 21:15:06 2004
From: dmd at speakeasy.org (David M Dennis)
Date: Wed, 18 Feb 2004 18:15:06 -0800 (PST)
Subject: [rt-users] Best practices to follow when migrating RT2 to RT3 and
	mysql errors
Message-ID: 

Dear List,

On a fresh RT-3.0.9 I have attempted to migrate our fairly substantial
RT-2.0.15 database.  mysql-4.0.17 on both ends.

When running dumpfile-to-rt-3.0 the script barfs out an mysql error,
referring to max_allowed_packet .

The attachment in question (see below) is 1155441 bytes large, the
workstation I'm running this on is 256 MB RAM, and I increased
max_allowed_packet in my.cnf from (no value) to 256 MB.  I also
tried it at 128 MB.  Still same error.

What would best practices be at this point to get the database migrated?

I reported this to the dev list, and basically was as we used to say,
"shone off."  Which is fine, but somebody must have run into this before.

Thanks for any assistance or further suggestions for reading material.


+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------



From dmd at speakeasy.org  Wed Feb 18 21:23:12 2004
From: dmd at speakeasy.org (David M Dennis)
Date: Wed, 18 Feb 2004 18:23:12 -0800 (PST)
Subject: [rt-users] Best practices to follow when migrating RT2 to RT3
	and	mysql errors
In-Reply-To: 
Message-ID: 

Meant to send the error, not the full attachment.  Here it is:

.t-395
Couldn't create attachment
$VAR1 = {
          'Subject' => '',
          'ContentType' => 'text/plain',
          'Filename' => 'media-inc.log',
          'Headers' => 'Content-Type: TEXT/PLAIN; charset=US-ASCII;
name="media-inc.log"
Content-Transfer-Encoding: BASE64
Content-ID: 
Content-Description:
Content-Disposition: attachment; filename="media-inc.log"
X-RT-Original-Encoding: us-ascii
',
          'Creator' => '4',
          'Parent' => '1501',
          'Created' => '2003-06-03 22:45:31',
          'ContentEncoding' => 'none',
          'id' => '1503',
          'TransactionId' => '2238'
        };

Got a packet bigger than 'max_allowed_packet'
[Thu Feb 19 01:35:58 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 714.
 (/opt/rt3/lib/RT.pm:254)


+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------

On Wed, 18 Feb 2004, David M Dennis wrote:

> Dear List,
>
> On a fresh RT-3.0.9 I have attempted to migrate our fairly substantial
> RT-2.0.15 database.  mysql-4.0.17 on both ends.
>
> When running dumpfile-to-rt-3.0 the script barfs out an mysql error,
> referring to max_allowed_packet .
>
> The attachment in question (see below) is 1155441 bytes large, the
> workstation I'm running this on is 256 MB RAM, and I increased
> max_allowed_packet in my.cnf from (no value) to 256 MB.  I also
> tried it at 128 MB.  Still same error.
>
> What would best practices be at this point to get the database migrated?
>
> I reported this to the dev list, and basically was as we used to say,
> "shone off."  Which is fine, but somebody must have run into this before.
>
> Thanks for any assistance or further suggestions for reading material.
>
>
> +-------------------------
> + Dave Dennis
> + Seattle, WA
> + dmd at speakeasy.org
> + http://www.dmdennis.com
> +-------------------------
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From jesse at bestpractical.com  Wed Feb 18 21:30:53 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 18 Feb 2004 21:30:53 -0500
Subject: [rt-users] Best practices to follow when migrating RT2 to RT3 and
	mysql errors
In-Reply-To: 
References: 
Message-ID: <20040219023053.GT8250@fsck.com>




On Wed, Feb 18, 2004 at 06:15:06PM -0800, David M Dennis wrote:
> Dear List,
> 
> On a fresh RT-3.0.9 I have attempted to migrate our fairly substantial
> RT-2.0.15 database.  mysql-4.0.17 on both ends.
> 
> When running dumpfile-to-rt-3.0 the script barfs out an mysql error,
> referring to max_allowed_packet .
> 
> I reported this to the dev list, and basically was as we used to say,
> "shone off."  Which is fine, but somebody must have run into this before.

Well, I told you to look at mysql's documentation and then pointed you
at the specific reference for how to fix it. I'm not quite sure how that
counts as "shone off."  But the documentation does tell you how to
configure mysql to do the right thing. It was:

http://www.mysql.com/doc/en/Packet_too_large.html                                                                                   



> 
> Thanks for any assistance or further suggestions for reading material.
> 
> 
> +-------------------------
> + Dave Dennis
> + Seattle, WA
> + dmd at speakeasy.org
> + http://www.dmdennis.com
> +-------------------------
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

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


From jamie.baddeley at fx.net.nz  Wed Feb 18 22:14:58 2004
From: jamie.baddeley at fx.net.nz (Jamie Baddeley)
Date: Thu, 19 Feb 2004 16:14:58 +1300
Subject: [rt-users] Easiest distro for RT 3?
In-Reply-To: <4033966A.8050202@intransa.com>
References: <40336FCB.3020403@lehigh.edu>  <4033966A.8050202@intransa.com>
Message-ID: <1077160498.7670.144.camel@titan.fx.net.nz>

Hi Guys,

I've been considering my options for running rt3 on debian. I had come
to 2 conclusions.
1. Run stable and pin rt3 to unstable 
2. Run unstable.

Option 1 is ugly. Option 2 was pretty much the way I was going to go.

I didn't really consider using sarge, as security wise it's in no mans
land and my RT3 will online.

I'm also gonna separate the (pg) db from the webserver/frontend. The db
will run on stable. See any issues with this?

thoughts?

jamie

On Thu, 2004-02-19 at 05:44, Sean Perry wrote:

> 
> On Debian sarge and up you can do a fresh OS install and then simply type:
> 
> apt-get install request-tracker3
> 
> apt will get all of the depends for you.  After that cd to 
> /usr/share/doc/request-tracker3 and follow the directions.  Had it up 
> and running in about 2 hours from empty hard drive to fully setup.
> 




From autrijus at autrijus.org  Wed Feb 18 22:42:15 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Thu, 19 Feb 2004 11:42:15 +0800
Subject: [rt-users] Easiest distro for RT 3?
In-Reply-To: <4033966A.8050202@intransa.com>
References: <40336FCB.3020403@lehigh.edu>  <4033966A.8050202@intransa.com>
Message-ID: <1077162135.15522.3.camel@localhost>

? ?, 2004-02-19 00:44, Sean Perry ???
> On Debian sarge and up you can do a fresh OS install and then simply type:
> apt-get install request-tracker3

On FreeBSD, you can cvsup to the latest ports tree, and type:

	cd /usr/ports/rt3
	make install

And it will Just Work.  If you're feel adventurous, there is even a
prettified Tabbed UI available as /usr/ports/rt3-elixus/. :-)

Thanks,
/Autrijus/
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From alex at rnp.br  Wed Feb 18 23:16:14 2004
From: alex at rnp.br (Alex Soares de Moura)
Date: Thu, 19 Feb 2004 01:16:14 -0300 (EST)
Subject: [rt-users] Easiest distro for RT 3?
In-Reply-To: <1077162135.15522.3.camel@localhost>
References: <40336FCB.3020403@lehigh.edu>  <4033966A.8050202@intransa.com>
	<1077162135.15522.3.camel@localhost>
Message-ID: <20040219011104.V5897@haake.nc-rj.rnp.br>

Hello,

On Thu, 19 Feb 2004, Autrijus Tang wrote:

> Date: Thu, 19 Feb 2004 11:42:15 +0800
> From: Autrijus Tang 
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Easiest distro for RT 3?
>
> ??? ???, 2004-02-19 00:44, Sean Perry ?????????
> > On Debian sarge and up you can do a fresh OS install and then simply type:
> > apt-get install request-tracker3
>
> On FreeBSD, you can cvsup to the latest ports tree, and type:
>
> 	cd /usr/ports/rt3

You mean: /usr/ports/www/rt3.

> 	make install
>
> And it will Just Work.  If you're feel adventurous, there is even a
> prettified Tabbed UI available as /usr/ports/rt3-elixus/. :-)

Again, it would be: /usr/ports/www/rt3-elixus


Best regards,

Alex
RNP - NOC


From ZalafR at Leadingedgegroup.com.au  Wed Feb 18 23:48:48 2004
From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf)
Date: Thu, 19 Feb 2004 15:48:48 +1100
Subject: [rt-users] Priority wont change
Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C28075@legsydms01.leadingedgegroup.com.au>

Hi all,

Why is it that the priority on our tickets does not change after a ticket is
created?

I set the start and finish priority's and I also set the time that a ticket
is due in but the priority never changes!

Rabbie.


From autrijus at autrijus.org  Thu Feb 19 00:08:16 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Thu, 19 Feb 2004 13:08:16 +0800
Subject: [rt-users] Easiest distro for RT 3?
In-Reply-To: <20040219011104.V5897@haake.nc-rj.rnp.br>
References: <40336FCB.3020403@lehigh.edu> <4033966A.8050202@intransa.com>
	<1077162135.15522.3.camel@localhost>
	<20040219011104.V5897@haake.nc-rj.rnp.br>
Message-ID: <20040219050816.GA572@aut.dyndns.org>

On Thu, Feb 19, 2004 at 01:16:14AM -0300, Alex Soares de Moura wrote:
> > On FreeBSD, you can cvsup to the latest ports tree, and type:
> > 	cd /usr/ports/rt3
> 
> You mean: /usr/ports/www/rt3.
> 
> > 	make install
> >
> > And it will Just Work.  If you're feel adventurous, there is even a
> > prettified Tabbed UI available as /usr/ports/rt3-elixus/. :-)
> 
> Again, it would be: /usr/ports/www/rt3-elixus

Right.  I blame my lack of sleep.  Thanks!

/Autrijus/
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From m.husband at leadup.com.au  Thu Feb 19 00:07:58 2004
From: m.husband at leadup.com.au (Mike Husband)
Date: Thu, 19 Feb 2004 15:07:58 +1000
Subject: [rt-users] Priority wont change
In-Reply-To: <5237E8DD31703E4B8F18DE416229C8C0C28075@legsydms01.leadingedgegroup.com.au>
Message-ID: <00ad01c3f6a6$580459b0$8f90a8c0@internal.leadup.com.au>


See HowTos under http://wiki.bestpractical.com/cgi-bin/index.cgi?HomePage


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rabbie
> Zalaf
> Sent: Thursday, 19 February 2004 2:49 PM
> To: rt
> Subject: [rt-users] Priority wont change
> 
> 
> Hi all,
> 
> Why is it that the priority on our tickets does not change 
> after a ticket is
> created?
> 
> I set the start and finish priority's and I also set the time 
> that a ticket
> is due in but the priority never changes!
> 
> Rabbie.
> http://fsck.com/rtfm


From ritu at netcore.co.in  Thu Feb 19 00:24:13 2004
From: ritu at netcore.co.in (Ritu Khetan)
Date: Thu, 19 Feb 2004 10:54:13 +0530
Subject: [rt-users] Appending original message in Correspondence mails
In-Reply-To: <4033503F.7070109@acronis.ru>
References: <1077102084.1287.5.camel@efv2.netcore.co.in>
	<4033503F.7070109@acronis.ru>
Message-ID: <1077168253.20865.0.camel@efv2.netcore.co.in>

Thanks Ruslan!

Regards,
Ritu

On Wed, 2004-02-18 at 17:15, Ruslan U. Zakirov wrote:

> Ritu Khetan wrote:
> > Hello All,
> > 
> >    What tag should be used in the templates to append the original 
> > message of the ticket when a Correspondence is sent or when a Resolved 
> > response is sent to the external users.
> > 
> > I tried {$Transaction->Content()}, but it didnt work.
> 
> {$Ticket->Transactions->First->Content()}
> > 
> > Regards,
> > Ritu
> > 
> > ----------------------------------------------------------------
> > 
> > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
> > 
> > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
> > 
> > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
> > 
> > Emergic Freedom: Server-centric Computing: http://www.emergic.com
> > 
> > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
> > 
> > Deeshaa: Rural Development: http://www.deeshaa.com
> > 
> > Rajesh Jain's Weblog on Technology: http://www.emergic.org
> > ----------------------------------------------------------------
> > 
> > 
> > ------------------------------------------------------------------------
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 

----------------------------------------------------------------

NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134

MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in

Pragatee: Integrated Server-Software Suite: http://www.pragatee.com

Emergic Freedom: Server-centric Computing: http://www.emergic.com

BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com

Deeshaa: Rural Development: http://www.deeshaa.com

Rajesh Jain's Weblog on Technology: http://www.emergic.org
----------------------------------------------------------------

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From nate at natetech.com  Thu Feb 19 00:35:59 2004
From: nate at natetech.com (Nate Duehr)
Date: Wed, 18 Feb 2004 22:35:59 -0700
Subject: [rt-users] Best practices to follow when migrating RT2 to RT3 and
	mysql errors
In-Reply-To: <20040219023053.GT8250@fsck.com>
References: 
	<20040219023053.GT8250@fsck.com>
Message-ID: <20040219053559.GD6525@natetech.com>

On Wed, Feb 18, 2004 at 09:30:53PM -0500, Jesse Vincent wrote:
> Well, I told you to look at mysql's documentation and then pointed you
> at the specific reference for how to fix it. I'm not quite sure how that
> counts as "shone off."  But the documentation does tell you how to
> configure mysql to do the right thing. It was:
> 
> http://www.mysql.com/doc/en/Packet_too_large.html                                                                                   
I had to bump this up twice during a recent upgrade, and it was
surprising how big those darn attachments really get.  ;-)

-- 
Nate Duehr 


From mailbag at anothernet.com  Thu Feb 19 01:45:02 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Thu, 19 Feb 2004 01:45:02 -0500
Subject: [rt-users] RT-Crontab configuration
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1336@mailservermn.mqsoftware.com>
Message-ID: 

I see.  Basically, our time limits are too short for the escalation
calculation.  Not to mention the due date comes up very fast.

I looked around some more and found the EscalatePriorityLinear module and
implemented that.  It works quite well.

Chago



> -----Original Message-----
> From: Kelly F. Hickel [mailto:kfh at mqsoftware.com]
> Sent: Wednesday, February 18, 2004 9:04 PM
> To: Adolfo Santiago; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] RT-Crontab configuration
>
>
> If the ticket is at or past the due date when the script is run, the
> priority becomes the max.  It's not clear to me from your description
> (due in 1 day. However, we often change the due date), whether or not
> the tickets are already past their due date, but it seems likely.  Note
> that if the due date is past, and the script bumps the priority to 99,
> merely changing the due date won't lower the priority.
>
> -Kelly
>
> > -----Original Message-----
> > From: Adolfo Santiago [mailto:mailbag at anothernet.com]
> > Sent: Wednesday, February 18, 2004 8:01 PM
> > To: rt-users at lists.bestpractical.com
> > Subject: RE: [rt-users] RT-Crontab configuration
> >
> > I'm running the script as indicated below, but the priorities are
> being
> > pegged at 99, regardless of the due date.  I'm running:
> >
> > /opt/rt3/bin/rt-crontool --search
> > RT::Search::ActiveTicketsInQueue --search-arg Manager \
> > --action RT::Action::EscalatePriority --verbose
> >
> > The queue is set up to start with a priority of 1, end with a priority
> of
> > 99, and with requests due in 1 day.  However, we often change the due
> > date.
> >
> > What am I doing wrong?  I've read RTWiki and the list archives.
> >
> > Thanks!
> >
> > Chago
> >
> >
> > > -----Original Message-----
> > > From: rt-users-bounces at lists.bestpractical.com
> > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of asterr
> > > Sent: Tuesday, February 17, 2004 10:21 AM
> > > To: Duncan Pickard
> > > Cc: Rt-Users
> > > Subject: Re: [rt-users] RT-Crontab configuration
> > >
> > >
> > > I have cronjobs like the following:
> > >
> > > 13 0 * * * /opt/RT/bin/rt-crontool --action
> > > RT::Action::EscalatePriority --search
> > > RT::Search::ActiveTicketsInQueue --search-arg changecontrol
> > >
> > > Change the --search-arg argument to match the queue you want to
> escalate
> > > priorities for.  I do one cronjob per queue -- there may be a
> > > more efficient
> > > way to do this.
> > >
> > > -Aaron
> > >
> > > On Tue, 17 Feb 2004, Duncan Pickard wrote:
> > >
> > > > OK-
> > > >     I was trying to figure out why the priority of my tickets
> > > was not going
> > > > up.  So I poked arround and found the rt-crontool file.  AH-HA!
> > >  I need to
> > > > set up a cron job somewhere to do this.  However, rt-crontool does
> not
> > > > appear to be documented anywhere.  I eventualy found
> > > ./rtcrontool --help,
> > > > but that was not very enlightening.  I am looking to have the
> > > priority of my
> > > > tickets move from their origina priority at creation, twards their
> > final
> > > > priority at due date.  I am guessing I will need to set up a
> > > dummy user (rt3
> > > > perhaps) who is a member of the group rt, and have the
> > > rt-crontool executed
> > > > at regular intervals, what I can't figure out are what options
> > > I would use
> > > > for rt-crontool.  Any ideas?
> > > >
> > > >
> > >
> > > >                - D. Pickard
> > > >
> > > > _______________________________________________
> > > > rt-users mailing list
> > > > rt-users at lists.bestpractical.com
> > > > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > > >
> > > > Have you read the FAQ? The RT FAQ Manager lives at
> > http://fsck.com/rtfm
> > > >
> > > >
> > > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.bestpractical.com
> > > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
> > >
> > >  ** CRM114 Whitelisted by: lists.bestpractical.com **
> > >
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
>




From mailbag at anothernet.com  Thu Feb 19 01:47:01 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Thu, 19 Feb 2004 01:47:01 -0500
Subject: [rt-users] Priority wont change
In-Reply-To: <5237E8DD31703E4B8F18DE416229C8C0C28075@legsydms01.leadingedgegroup.com.au>
Message-ID: 

There's a related thread going on right now.  Search for the subject:

RT-Crontab configuration

Chago

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rabbie
> Zalaf
> Sent: Wednesday, February 18, 2004 11:49 PM
> To: rt
> Subject: [rt-users] Priority wont change
> 
> 
> Hi all,
> 
> Why is it that the priority on our tickets does not change after 
> a ticket is
> created?
> 
> I set the start and finish priority's and I also set the time 
> that a ticket
> is due in but the priority never changes!
> 
> Rabbie.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
> 



From jesse at bestpractical.com  Thu Feb 19 03:45:51 2004
From: jesse at bestpractical.com (jesse at bestpractical.com)
Date: Thu, 19 Feb 2004 09:45:51 +0100
Subject: [rt-users] [rt-announce] unknown
Message-ID: <20040219084557.319D011151@pallas.eruditorum.org>

that is bad
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_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-announce

From jesse at bestpractical.com  Thu Feb 19 03:48:17 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2004 03:48:17 -0500
Subject: [rt-users] [rt-announce] Re "unknown"
Message-ID: <20040219084817.GV8250@fsck.com>

A virus forged mail from me to rt-announce. I'd recommend against
opening that last message.  We're looking into what we can do to
further-lock down the rt-announce list to prevent this in the future.


	Jesse

-- 
http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
rt-announce mailing list
rt-announce at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-announce


From daniel at 34SP.com  Thu Feb 19 05:35:39 2004
From: daniel at 34SP.com (Daniel Foster)
Date: Thu, 19 Feb 2004 10:35:39 +0000
Subject: [rt-users] Customizing RT 3.0 -- Best Practices?
In-Reply-To: <002501c3f686$7b1bb5d0$02406118@RUSSROFF>
References: <002501c3f686$7b1bb5d0$02406118@RUSSROFF>
Message-ID: <4034917B.9080103@34SP.com>

Hi Russ

> Is there anyone who has accomplished any of this yet, or any "best 
> practices" in doing such a thing?  I want to keep RT as intact as 
> possible, but it's looking more and more like I'll have to unbundle it.  

You may be better off on the rt-devel list, but basically RT has a 
wonderful extensions mechanism.  I'm just starting to play with it, but 
it might help to install RTFM and see how that handles extending RT's 
functionality.

-- 
Daniel Foster
Technical Director
34SP.com


From hwagener at hamburg.fcb.com  Thu Feb 19 05:52:17 2004
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Thu, 19 Feb 2004 11:52:17 +0100
Subject: [rt-users] CSV export extension for RT3
Message-ID: 

Hello,
my users want to export tickets to an excel readable format. I know 
that there was a csv-format exporter for RT 2. Does something like it 
exist for RT3? As I could not find it in the contrib download area for 
2.0, does anybody have the old RT2 csv exporter at hand?

Regards,
     Harald



From abigabaw at eahd.or.ug  Thu Feb 19 09:37:28 2004
From: abigabaw at eahd.or.ug (Wilson Abigaba)
Date: Thu, 19 Feb 2004 17:37:28 +0300 (EAT)
Subject: [rt-users] RT error: Queue could not be loaded
Message-ID: <20040219173344.J31279@nemesis.eahd.or.ug>

hi all

My RT ahs been functioning well but of recent, someone deleted every thing
from the CachedGroupMembers table and now on creating tickets, i recieve
that error in the subject!
Any ideas how i can rectify that? Thanks
regds,
Wilson


From prlawrence at Lehigh.EDU  Thu Feb 19 09:39:47 2004
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Thu, 19 Feb 2004 09:39:47 -0500
Subject: [rt-users] Easiest distro for RT 3?
In-Reply-To: <1077160498.7670.144.camel@titan.fx.net.nz>
References: <40336FCB.3020403@lehigh.edu> <4033966A.8050202@intransa.com>
	<1077160498.7670.144.camel@titan.fx.net.nz>
Message-ID: <4034CAB3.2070704@lehigh.edu>

Jamie Baddeley wrote:

> Hi Guys,
> 
> I've been considering my options for running rt3 on debian. I had come
> to 2 conclusions.
> 1. Run stable and pin rt3 to unstable 
> 2. Run unstable.
> 
> Option 1 is ugly. Option 2 was pretty much the way I was going to go.
> 
> I didn't really consider using sarge, as security wise it's in no mans
> land and my RT3 will online.
> 
> I'm also gonna separate the (pg) db from the webserver/frontend. The db
> will run on stable. See any issues with this?

I just installed Debian for the first time on a home box.  I haven't 
even figured out yet how to get dselect to show me testing packages!  :-\

But what do you mean about sarge being unsecure?  Isn't Sarge "testing", 
whereas "sid" is unstable?  Wouldn't that mean sid is less assured of 
security than sarge?

Phil


From christian.steger at ripe.at  Thu Feb 19 09:42:44 2004
From: christian.steger at ripe.at (Christian Steger)
Date: Thu, 19 Feb 2004 15:42:44 +0100 (CET)
Subject: [rt-users] question regarding import from 2to3
Message-ID: <2075.192.168.20.60.1077201764.squirrel@wm.ripe.at>


hello there,

i have tried to dump rt2-tickets and to import it into rt3

the version i am using is 3-0-9. (rt import v1.23)

following error appeard:

relevant data cutted:
......-----
.uCreating user _yin-yang at utanet.at
.uCreating user _zoddel at mens-to-women-net.com
.
Importing groups
ggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr[Thu
Feb 19 14:23:41 2004] [crit]: 1 (/var/rt3/lib/RT/ACE_Overlay.pm:884)
[Thu Feb 19 14:23:41 2004] [crit]: Can't load a principal for id 
(/var/rt3/lib/RT/ACE_Overlay.pm:885)
rrrrrrrrqqqqqqqqqqqqqqqqqqImporting tickets...t-3142
.t-3150
------untill
.t-4558
Couldn't create trans
$VAR1 = {
          'Ticket' => '4874',
          'Creator' => undef,
          'ActivateScrips' => '0'
        };

any idea why it intterupt importing data?

thannks for any replys!

chris


From meeroh at mit.edu  Thu Feb 19 09:56:08 2004
From: meeroh at mit.edu (Miro Jurisic)
Date: Thu, 19 Feb 2004 09:56:08 -0500
Subject: [rt-users] Easiest distro for RT 3?
Message-ID: 

>I currently have RedHat 7.3 on our RT 2 server.  I plan to switch to 
>a new distro soon, and make the switch to RT3 at the same time.
>
>I thought I might wait for the next Fedora release (2.6 kernel, 
>etc.), but thought I might ask which distro is the easiest to 
>configure and administer with RT.

I use Debian with RT3. Specifically, I use Debian/stable with RT from 
Debian/testing (and whatever dependencies that also requires from 
testing). This is trivial to install: you start by installing stable, 
then you add the testing apt sources to your /etc/apt/sources.list, 
and then you run

apt-get install --target-release testing request-tracker3

and all the dependencies are taken care of for you.

The RT3 in testing is at 3.0.6, which is a little behind unstable 
(3.0.8), but the lag usually isn't more than a few weeks, and I 
prefer not to run other packages from unstable.

hth

meeroh
-- 

 | KB1FMP

A: Because it reverses the logical flow of conversation.
Q: Why is top posting frowned upon?


From pjsm at fct.unl.pt  Thu Feb 19 10:01:14 2004
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Thu, 19 Feb 2004 15:01:14 +0000 (WET)
Subject: [rt-users] Re: [fsck.com #5135] Problems with Subject Encoding or
 RFC2047 violated on SendEmail.pm 
In-Reply-To: 
References: 
Message-ID: 

	Hi again!

	I solved the problem... provided patch in attachment...

	Jesse, please take a look and merge it whenever you can. 

--
	Paulo Matos
-------------- next part --------------
#
# rt-3.0.8-RFC2047fix_on_SendMail.pm.patch
#
# * 2004.02.19 Paulo Matos 
#
# Solves rt3 #5135
# - Problems with Subject Encoding or RFC2047 violated on SendEmail.pm
#
diff -uNr RT.orig/Action/SendEmail.pm RT/Action/SendEmail.pm
--- RT.orig/Action/SendEmail.pm	Wed Feb 18 01:50:36 2004
+++ RT/Action/SendEmail.pm	Thu Feb 19 14:22:29 2004
@@ -663,15 +663,41 @@
 sub MIMEEncodeString {
     my  $self = shift;
     my $value = shift;
-    my $enc = shift;
+    # using RFC2047 notation, sec 2.
+    # encoded-word = "=?" charset "?" encoding "?" encoded-text "?="
+    my $charset = shift;
+    my $encoding = 'B';
+    # An 'encoded-word' may not be more than 75 characters long
+    #
+    # MIME encoding increases 4/3*(number of bytes), and always in multiples
+    # of 4. Thus we have to find the best available value of bytes available
+    # for each chunk.
+    #
+    # First we get the integer max which max*4/3 would fit on space.
+    # Then we find the greater multiple of 3 lower or equal than $max.
+    my $max = int(((75-length('=?'.$charset.'?'.$encoding.'?'.'?='))*3)/4);
+    $max = int($max/3)*3;
 
     chomp $value;
     return ($value) unless $value =~ /[^\x20-\x7e]/;
 
     $value =~ s/\s*$//;
     Encode::_utf8_off($value);
-    my $res = Encode::from_to( $value, "utf-8", $enc );
-    $value = encode_mimeword( $value,  'B', $enc );
+    my $res = Encode::from_to( $value, "utf-8", $charset );
+   
+    if ($max > 0) {
+      # copy value and split in chuncks
+      my $str=$value;
+      my @chunks = unpack("a$max" x int(length($str)/$max 
+                                  + ((length($str) % $max) ? 1:0)), $str);
+      # encode an join chuncks
+      $value = join " ", 
+                     map encode_mimeword( $_, $encoding, $charset ), @chunks ;
+      return($value); 
+    } else {
+      # gives an error...
+      $RT::Logger->crit("Can't encode! Charset or encoding too big.\n");
+    }
 }
 
 # }}}

From cerion at terpsichore.ws  Thu Feb 19 10:31:58 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Thu, 19 Feb 2004 16:31:58 +0100
Subject: [rt-users] rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: <1077202291.6900.134.camel@osiris.gravity.psu.edu>
References: <200402181749.16308.cerion@terpsichore.ws>
	<1077202291.6900.134.camel@osiris.gravity.psu.edu>
Message-ID: <200402191631.58948.cerion@terpsichore.ws>

On Thursday 19 February 2004 15:51, Jeff Minelli wrote:
> On Wed, 2004-02-18 at 11:49, Cerion Armour-Brown wrote:
> > I'm having trouble with rt-mailgate and ssl...
> > I should first say that I've got RT up and working, with ssl, as long as
> > no client certificate is required.  Both email and the web interfaces
> > work fine.
> >
> > However, as soon as I set (in httpd.conf)
> > SSLVerifyClient require
> > SSLVerifyDepth  1
> > ...I can't get mail through to the webserver anymore.
> >
> > Does anyone have any idea what I'm doing wrong?
>
> Before I make any assumptions, are you really using client certificate
> authentication?
> -jeff

Yep - I need this to run over the internet.

I would have thought it was possible to set up apache so it didn't require 
client certs from localhost... but I don't even know if I'm asking the right 
questions!
Cerion



From jschubert at linearcorp.com  Thu Feb 19 10:25:25 2004
From: jschubert at linearcorp.com (John Schubert)
Date: Thu, 19 Feb 2004 07:25:25 -0800
Subject: [rt-users] Comparison matrix , Remedy .vs. RT
In-Reply-To: <20040218230852.GA9189@qwestip.net>
Message-ID: <001201c3f6fc$99598c40$4501a8c0@pchalliev>

I know I'll be slightly unpopular with this, but I think they're two
different "beasts".  Remedy is to RT, as MySQL is to Oracle.  This isn't
a slam on anyone, or saying one is better.  They're just better in
different lights.

Advantages of RT
Free, Free (as in beer)
Openly supported and source available
Easy to set up out of the box

Advantages of Remedy
Supports larger databases of information (Oracle)
GUI is much more configurable
Modify without learning coding (PHP, Perl, etc), such as adding fields
that are dependant upon other fields.


These are observations from using Remedy for 5 years, and RT for about 3
months.  We didn't use any consultants for Remedy. Just one person who
spent a few hours a month making modifications as Management saw fit.  I
did learn one thing important from the Remdedy admin..... never upgrade
on a Friday afternoon, right before a 3-day weekend.  You might run into
problems and end up staying late to get the system back up.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asif
Iqbal
Sent: Wednesday, February 18, 2004 3:09 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Comparison matrix , Remedy .vs. RT

Hi All

Is there a comparison matrix on functionality between Remedy and RT ?

I need to convince my company to use RT over Remedy.

Thanks for any suggestion/direction on this
-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There's no place like 127.0.0.1
_______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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



From pjsm at fct.unl.pt  Thu Feb 19 11:15:05 2004
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Thu, 19 Feb 2004 16:15:05 +0000 (WET)
Subject: [rt-users] Re: [fsck.com #5286] User Autocreated 'when added as a
 watcher' != 'on ticket submission' 
In-Reply-To: 
References: 
Message-ID: 

	Patch provided to solve this problem...

	Fixes also minor typo described on #5157

--
	Paulo Matos
-------------- next part --------------
#
# rt-3.0.8-Autocreation_with_name.patch 
#
# * 2004.02.19 Paulo Matos 
#
# Solves 
# rt3 #5286
# - User Autocreated 'when added as a watcher' != 'on ticket submission'
# rt3 #5157
# - typo in User_Overlay.pm (line 301)
#
diff -uNr RT.orig/Queue_Overlay.pm RT/Queue_Overlay.pm
--- RT.orig/Queue_Overlay.pm	Wed Feb 18 01:50:37 2004
+++ RT/Queue_Overlay.pm	Mon Feb 16 15:38:33 2004
@@ -48,6 +48,7 @@
 use vars qw(@STATUS @ACTIVE_STATUS @INACTIVE_STATUS $RIGHTS);
 use RT::Groups;
 use RT::ACL;
+use RT::EmailParser;
 
 
 @ACTIVE_STATUS = qw(new open stalled);
@@ -602,10 +603,13 @@
         # if the user doesn't exist, we need to create a new user
              my $new_user = RT::User->new($RT::SystemUser);
 
+            my ( $Address, $Name ) =  
+               RT::EmailParser::ParseAddressFromHeader('', $args{'Email'});
+
             my ( $Val, $Message ) = $new_user->Create(
-                Name => $args{'Email'},
-                EmailAddress => $args{'Email'},
-                RealName     => $args{'Email'},
+                Name => $Address,
+                EmailAddress => $Address,
+                RealName     => $Name,
                 Privileged   => 0,
                 Comments     => 'Autocreated when added as a watcher');
             unless ($Val) {
diff -uNr RT.orig/User_Overlay.pm RT/User_Overlay.pm
--- RT.orig/User_Overlay.pm	Wed Feb 18 01:50:37 2004
+++ RT/User_Overlay.pm	Wed Feb 18 02:34:32 2004
@@ -53,6 +53,7 @@
 use Digest::MD5;
 use RT::Principals;
 use RT::ACE;
+use RT::EmailParser;
 
 
 # {{{ sub _Accessible 
@@ -298,7 +299,7 @@
 
     unless ($stash_id) {
         $RT::Handle->Rollback();
-        $RT::Logger->crit("Couldn't stash the user in groumembers");
+        $RT::Logger->crit("Couldn't stash the user in groupmembers");
         return ( 0, $self->loc('Could not create user') );
     }
 
@@ -576,13 +577,17 @@
 
         my ($val, $message);
 
+	my ( $Address, $Name ) =
+		RT::EmailParser::ParseAddressFromHeader('', $email);
+	$email = $Address;
+
         $self->LoadByEmail($email);
         $message = $self->loc('User loaded');
         unless ($self->Id) {
             ( $val, $message ) = $self->Create(
                 Name => $email,
                 EmailAddress => $email,
-                RealName     => $email,
+                RealName     => $Name,
                 Privileged   => 0,
                 Comments     => 'Autocreated when added as a watcher');
             unless ($val) {

From dmd at speakeasy.org  Thu Feb 19 11:17:57 2004
From: dmd at speakeasy.org (David M Dennis)
Date: Thu, 19 Feb 2004 08:17:57 -0800 (PST)
Subject: [rt-users] Best practices to follow when migrating RT2 to RT3
	and mysql errors
In-Reply-To: <20040219023053.GT8250@fsck.com>
Message-ID: 

I did that, same error.  As previously attempted to explain.

(I raised the max_allowed_packet even tho the mysql doc implies it
is not needed in 4.X, and upon doing so saw no gain in RT migration)

So if anyone wants to suggest something else it would probably be helpful.

Thanks.


+-------------------------
+ Dave Dennis
+ Seattle, WA
+ dmd at speakeasy.org
+ http://www.dmdennis.com
+-------------------------

On Wed, 18 Feb 2004, Jesse Vincent wrote:

>
>
>
> On Wed, Feb 18, 2004 at 06:15:06PM -0800, David M Dennis wrote:
> > Dear List,
> >
> > On a fresh RT-3.0.9 I have attempted to migrate our fairly substantial
> > RT-2.0.15 database.  mysql-4.0.17 on both ends.
> >
> > When running dumpfile-to-rt-3.0 the script barfs out an mysql error,
> > referring to max_allowed_packet .
> >
> > I reported this to the dev list, and basically was as we used to say,
> > "shone off."  Which is fine, but somebody must have run into this before.
>
> Well, I told you to look at mysql's documentation and then pointed you
> at the specific reference for how to fix it. I'm not quite sure how that
> counts as "shone off."  But the documentation does tell you how to
> configure mysql to do the right thing. It was:
>
> http://www.mysql.com/doc/en/Packet_too_large.html
>
>
>
> >
> > Thanks for any assistance or further suggestions for reading material.
> >
> >
> > +-------------------------
> > + Dave Dennis
> > + Seattle, WA
> > + dmd at speakeasy.org
> > + http://www.dmdennis.com
> > +-------------------------
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
> --
> http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>



From schmidt at falkag.com  Thu Feb 19 11:19:40 2004
From: schmidt at falkag.com (Oliver Schmidt)
Date: Thu, 19 Feb 2004 17:19:40 +0100
Subject: [rt-users] Active the logging, log file
Message-ID: 

Hi List,

i just have a short question about the logging in RT.

Within the quellcode i often see lines like '$RT::Logger->error("")'

First question: Do i have to activate the loggin in any global way?
Second question: Where are these entries written in, or which file is used?

Thanks in advance for help.

Regards,
Oliver


From NickP at cesinc.com  Thu Feb 19 11:45:17 2004
From: NickP at cesinc.com (Nick Pleis)
Date: Thu, 19 Feb 2004 10:45:17 -0600
Subject: [rt-users] HELP!! Mysql and Group woes
Message-ID: <919EC9AC0B167C458F22FD88F9D692942F617A@MACALLAN>

I showed up to work today and after several months of flawless RT execution,
I had several hundred complaints from RT about not being able to create
users. This is a problem on all of our Queues.

The e-mail I'm getting looks like:



RT could not load a valid user, and RT's configuration does not allow for
the creation of a new user for this email (***@****).

You might need to grant 'Everyone' the right 'CreateTicket' for the queue
*****.


This is obviously a problem. I'm quite positive the queue is configured
correctly (it's been working for quite some time basically untouched). I've
verified this morning that all of the permissions are in fact correct.

Poking around the logs reveals:


[Thu Feb 19 16:21:44 2004] [warning]: DBD::mysql::st
execute failed: Lost connection to MySQL server during
query at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Store/DBI.pm
line 86.
 (/opt/rt3/lib/RT.pm:247)
[Thu Feb 19 16:21:44 2004] [warning]: DBD::mysql::st
execute failed: Lost connection to MySQL server during
query at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm
line 410.
 (/opt/rt3/lib/RT.pm:247)
[Thu Feb 19 16:21:44 2004] [warning]:
RT::Handle=HASH(0x984b5b0) couldn't execute the query
'SELECT  * FROM GroupMembers WHERE GroupId = ? AND
MemberId = ?' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm
line 417.
 (/opt/rt3/lib/RT.pm:247)
[Thu Feb 19 16:22:41 2004] [warning]:
GroupMember::Create called with a bogus Group arg
(/opt/rt3/lib/RT/GroupMember_Overlay.pm:82)



Followed by a bounce on basically every new user trying to send us a ticket.

PLEASE PLEASE help me... I can't find an obvious fix and we're literally
bouncing every e-mail that's coming in this morning.

Nick Pleis
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From ewatson at pointserve.com  Thu Feb 19 11:55:58 2004
From: ewatson at pointserve.com (Watson, Erik)
Date: Thu, 19 Feb 2004 10:55:58 -0600
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
Message-ID: <01C2B45CAAA9F541AFB100876D088B234D4F96@ptscorp-exc01.pointserve.com>

Anyone, anyone... Bueller, Bueller?!?!


-----Original Message-----
From: Watson, Erik [mailto:ewatson at pointserve.com] 
Sent: Wednesday, February 18, 2004 2:26 PM
To: 'rt-users at lists.fsck.com'
Subject: RE: [rt-users] Failed upgrade from 3.0.8 to 3.0.9


Ok I am having trouble getting it to look at the new DBIx::SearchBuilder. I
have made and remade it and installed it to no avail. Does anyone else have
any more detailed instructions on how to fix this?

Oh and on the upgrade, did anyone else notice that RT now sends 2 replies to
the customer now?

Thanks in advance,
Erik Watson 
Manager - Network Operations
PointServe, Inc. 
110 Wild Basin Rd. Suite 300 
Austin, TX 78746 
Office (512) 617-5387 
Fax (512) 617-0466 



-----Original Message-----
From: Florian Weimer [mailto:fw at deneb.enyo.de] 
Sent: Tuesday, February 17, 2004 4:54 AM
To: Maxime Henrion
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9


Maxime Henrion wrote:

> I'm getting the following error when trying to display a ticket after
> having updated RT to 3.0.9.  What did I miss?

It looks as if RT doesn't find the most recent DBIx::SearchBuilder version
(0.97). _______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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

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


From Dean.Brissinger at vexcel.com  Thu Feb 19 12:04:27 2004
From: Dean.Brissinger at vexcel.com (Dean Brissinger)
Date: Thu, 19 Feb 2004 10:04:27 -0700
Subject: [rt-users] Moving WREQ to RT
Message-ID: <1077210266.6796.289.camel@NevDull.int.vexcel.com>

Has anyone moved a WREQ database in to Request Tracker?  If so, please
let me know how this can be done.





Dean J. Brissinger
Senior Systems Administrator

303-583-0278 (direct)
303-583-0200 (main)
303-583-0246 (fax)
Dean.Brissinger at vexcel.com
www.vexcel.com

1690 38th Street
Boulder, CO  80301  USA
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From patl at fusemail.com  Thu Feb 19 12:14:09 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Thu, 19 Feb 2004 12:14:09 -0500
Subject: [rt-users] Wiki Update
In-Reply-To: <001201c3f6fc$99598c40$4501a8c0@pchalliev>
References: <001201c3f6fc$99598c40$4501a8c0@pchalliev>
Message-ID: <1077210849.29757.10.camel@pc087.unigiciel.com>

I've added 2 sections to the wiki:

Compiling 5.8.3 (incomplete and somewhat subjective)
http://wiki.bestpractical.com/cgi-bin/index.cgi?CompilingPerl583

Cleanly Customizing RT
http://wiki.bestpractical.com/cgi-bin/index.cgi?CleanlyCustomizeRT


Please validate and update is necessary...

Patrick



From torsten.brumm at kuehne-nagel.com  Thu Feb 19 12:29:12 2004
From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm)
Date: Thu, 19 Feb 2004 18:29:12 +0100
Subject: [rt-users] Problems running RT3.0.9 under RH9
Message-ID: 

Hi @All,

today we set up a new RT3.0.9 under Redhat 9. We used the following options:

1. httpd-2.0.40-21.9 (from redhat / rpm)
2. speedycgi-apache2-2.22-1 (rpm install)
3. speedycgi-2.22-1 (rpm install)

We have configured rt with the following options:

configure --with-db-rt-pass=password --with-web-user=apache --with-web-group
=apache

and have done the test: perl
sbin/rt-test-dependencies --with-MYSQL --with-SPEEDYCGI

after that, we installed it with perl
sbin/rt-test-dependencies --with-MYSQL --with-SPEEDYCGI --install

Output:

perl:
        5.8.0...found
SPEEDYCGI dependencies:
        CGI 2.92...found
        CGI::SpeedyCGI ...found
MASON dependencies:
        Params::Validate 0.02...found
        Cache::Cache ...found
        Exception::Class ...found
        HTML::Mason 1.16...found
        MLDBM ...found
        Errno ...found
        FreezeThaw ...found
        Digest::MD5 2.27...found
        CGI::Cookie 1.20...found
        Storable 2.08...found
        Apache::Session 1.53...found
MAILGATE dependencies:
        HTML::TreeBuilder ...found
        HTML::FormatText ...found
        Getopt::Long ...found
        LWP::UserAgent ...found
CLI dependencies:
        Getopt::Long 2.24...found
CORE dependencies:
        Digest::MD5 2.27...found
        DBI 1.37...found
        Test::Inline ...found
        Class::ReturnValue 0.40...found
        DBIx::SearchBuilder 0.97...found
        Text::Template ...found
        File::Spec 0.8...found
        HTML::Entities ...found
        Net::Domain ...found
        Log::Dispatch 2.0...found
        Locale::Maketext 1.06...found
        Locale::Maketext::Lexicon 0.32...found
        Locale::Maketext::Fuzzy ...found
        MIME::Entity 5.108...found
        Mail::Mailer 1.57...found
        Net::SMTP ...found
        Text::Wrapper ...found
        Time::ParseDate ...found
        File::Temp ...found
        Term::ReadKey ...found
        Text::Autoformat ...found
        Text::Quoted 1.3...found
        Scalar::Util ...found
DEV dependencies:
        Regexp::Common ...found
        Time::HiRes ...found
        Test::Inline ...found
        WWW::Mechanize ...found
MYSQL dependencies:
        DBD::mysql 2.1018...found


OK, not all of this Modules are installed automatically, some Modules we
must install by hand with force install in cpan shell (Apache::Session 1.53)

Our httpd.conf looks like:

--cut--
LoadModule speedycgi_module /usr/lib/httpd/modules/mod_speedycgi.so
AddHandler speedycgi-script .scgi
NameVirtualHost *

        ServerName ticket-new.int.kn
        ServerAdmin support at company.com
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8
        ScriptAlias /rt3/ "/opt/rt3/bin/mason_handler.scgi"
        Alias /rt3/ "/opt/rt3/bin/mason_handler.scgi"
        Alias /bin/ "/opt/rt3/bin/"
        Alias /error/ "/var/www/"
        
                SetHandler speedycgi-script
                Options +ExecCGI
                Action text/html /bin/mason_handler.scgi
        
        Action text/html "/bin/mason_handler.scgi"

--cut--

So far, no problem, we installed the RT and the Database and we connect to
RT, all fine. After this we started testing RT3, but if we creat a ticket
with an attachment, we are not able to open this attached file from the
ticket. We get the following error message in the logs:

/var/log/httpd/error.log:

[Thu Feb 19 18:09:32 2004] [error] [client 10.x.x.x] File does not exist:
/opt/rt3/share/html/Ticket/Attachment/22, referer:
http://ticket-new.int.kn/Ticket/Display.html?id=3
[Thu Feb 19 18:09:32 2004] [error] [client 10.x.x.x] (2)No such file or
directory: cannot access type map file: /var/www/HTTP_NOT_FOUND.html.var,
referer: http://ticket-new.int.kn/Ticket/Display.html?id=3

and in the webbrowser:

Not Found
The requested URL /Ticket/Attachment/22/55/rtfm-2.0-manual-v1.0.pdf was not
found on this server.

Additionally, a 403 Forbidden error was encountered while trying to use an
ErrorDocument to handle the request.


----------------------------------------------------------------------------
----

Apache/2.0.40 Server at ticket-new.int.kn Port 80

--cut--

Does anyone have a idea whats going wrong??

Thanks for the support.

Torsten Brumm



From mark.boyd at moser-inc.com  Thu Feb 19 12:30:50 2004
From: mark.boyd at moser-inc.com (Mark Boyd)
Date: Thu, 19 Feb 2004 12:30:50 -0500
Subject: [rt-users] DBI active kids > kids problem
Message-ID: <4034f2ca.4997.0@moser-inc.com>

Hello all -

I am new to RT and really think it is a cool product.  I have 3.0.8 installed
on a Sun box for testing and I'm continually getting an error message about
"DBI active kids (2) > kids (1)".  I'm using MySQL 4.0.17, running on Solaris
9 with Perl 5.8.3, DBI 1.40 and DBD-mysql 2.1018 and Apache 1.3.29.  It seems
that no matter what I try to do, I cannot seem to fix this.  The error occurs
nearly every time I attempt to create a ticket.  Does anyone have any suggestions
as to how to fix this?  I know one thing I need to try is to upgrade the DBD-mysql
module to 2.9003, which is the latest.  I'm not a Perl expert, so I'm not sure
what I'm doing wrong with my setup.  Any help would be greatly appreciated!
 Thanks in advance.

Mark Boyd
Team Leader, Data Management Group
Moser, Inc.
http://www.moser-inc.com
eMail: mark.boyd at moser-inc.com


From jesse at bestpractical.com  Thu Feb 19 14:21:47 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Thu, 19 Feb 2004 14:21:47 -0500
Subject: [rt-users] CSV export extension for RT3
In-Reply-To: 
References: 
Message-ID: <20040219192146.GX8250@fsck.com>




On Thu, Feb 19, 2004 at 11:52:17AM +0100, Harald Wagener wrote:
> Hello,
> my users want to export tickets to an excel readable format. I know 
> that there was a csv-format exporter for RT 2. Does something like it 
> exist for RT3? As I could not find it in the contrib download area for 
> 2.0, does anybody have the old RT2 csv exporter at hand?

It will ship as part of RT 3.2

	-Jesse

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

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


From feargal at thecia.ie  Thu Feb 19 15:29:31 2004
From: feargal at thecia.ie (Feargal Reilly)
Date: Thu, 19 Feb 2004 20:29:31 +0000
Subject: [rt-users] Moving WREQ to RT
In-Reply-To: <1077210266.6796.289.camel@NevDull.int.vexcel.com>
References: <1077210266.6796.289.camel@NevDull.int.vexcel.com>
Message-ID: <20040219202931.229178e8.feargal@thecia.ie>

Does the wreq database differ from the req database?
IIRC wreq was a fork in the req developement, so it may not differ too much.
There were scripts to import a req database into RTv1 so, in theory, you could (tediously) import your wreq database into a req database, import that into RT1, then import that into RT2, and then import that into RT3.

It would probably be faster to just write a script to do the import directly though.

-fr.

On Thu, 19 Feb 2004 10:04:27 -0700
Dean Brissinger  wrote:

> Has anyone moved a WREQ database in to Request Tracker?  If so, please
> let me know how this can be done.
> 
> 
> 
> 
> 
> Dean J. Brissinger
> Senior Systems Administrator
> 
> 303-583-0278 (direct)
> 303-583-0200 (main)
> 303-583-0246 (fax)
> Dean.Brissinger at vexcel.com
> www.vexcel.com
> 
> 1690 38th Street
> Boulder, CO  80301  USA
> 


-- 
Feargal Reilly,
Systems Administrator,
The FBI.

Ph: +353.14924830

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From rt at chaka.net  Thu Feb 19 14:44:10 2004
From: rt at chaka.net (Todd Chapman)
Date: Thu, 19 Feb 2004 14:44:10 -0500
Subject: [rt-users] RT 3.0.8 command line problems
Message-ID: <20040219194410.GY3082@chaka.net>

I am trying to process an e-mail using a script (via
procmail) and then call the rt CLI to create the
ticket. The problem is that the text of the text contains
newlines and other possible bad characters. I have escaped
the quotes but I can't get it to work.

Here's the code:

        $out .= $body->as_string;
        $out =~ s/\"/\\\"/gs;
        my $arg = "create -t ticket set subject=\"$subject\" set requestor=$requestor set queue=Test set text=\"$out\"";
        system "/opt/rt3/bin/rt $arg";


The error I get is: rt: edit: No variables to set.

I can get it to work by escaping the newlines but I want
my newlines to be preserved.

Can anyone suggest an easy, non-interactive way to get this
to work?

Thanks!

-Todd


From paul at distributel.net  Thu Feb 19 15:38:09 2004
From: paul at distributel.net (Paul Khavkine)
Date: Thu, 19 Feb 2004 15:38:09 -0500 (EST)
Subject: [rt-users] RT3/Apache2/FastCGI
Message-ID: <20040219153346.W13096-100000@krusty.mtl.distributel.net>



Hi folks.


I'm trying to install RT3 with FastCGI and Apache2.
The install went fairly well but when i start apache i get the following
errors in apache logs:

[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: comm with server "/usr/local/RT/bin/mason_handler.fcgi" aborted: idle timeout (30 sec)
[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/RT/bin/mason_handler.fcgi"
[Thu Feb 19 15:36:25 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds

Some info on the install:

skinner# uname -a
FreeBSD skinner 5.2-CURRENT FreeBSD 5.2-CURRENT #0: Thu Feb  5 15:00:15
EST 2004     root at skinner:/usr/src/sys/i386/compile/SKINNER  i386

HEAD / HTTP/1.1
HTTP/1.1 400 Bad Request
Date: Thu, 19 Feb 2004 20:36:45 GMT
Server: Apache/2.0.48 (Unix) mod_fastcgi/2.4.2 mod_ssl/2.0.48
OpenSSL/0.9.7c
Connection: close
Content-Type: text/html; charset=iso-8859-1

Any ideas ?

Thanx
Paul

************************************************
Paul Khavkine
Network Administrator
DISTRIBUTEL Communications.
740 Notre Dame West, Suite 1135
Montreal, Quebec, Canada, H3C 3X6
1-514-877-5505 x 263
http://www.distributel.net
************************************************



From paul at distributel.net  Thu Feb 19 15:40:27 2004
From: paul at distributel.net (Paul Khavkine)
Date: Thu, 19 Feb 2004 15:40:27 -0500 (EST)
Subject: [rt-users] RT3/Apache2/FastCGI
In-Reply-To: <20040219153346.W13096-100000@krusty.mtl.distributel.net>
Message-ID: <20040219153932.T13792-100000@krusty.mtl.distributel.net>


Also. I get the following when i start httpd:

[Thu Feb 19 15:39:09 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" restarted (pid 3913) Can't locate /usr/local/RT/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/RT/local/lib /usr/local/RT/lib /usr/local/lib/perl5/site_perl/5.8.2/mach /usr/local/lib/perl5/site_perl/5.8.2 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.2/BSDPAN /usr/local/lib/perl5/5.8.2/mach /usr/local/lib/perl5/5.8.2 .) at /usr/local/RT/lib/RT.pm line 105.Compilation failed in require at /usr/local/RT/bin/mason_handler.fcgi line 28.
[Thu Feb 19 15:39:10 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" (pid 3913) terminated by calling exit with status '13'

On Thu, 19 Feb 2004, Paul Khavkine wrote:

>
>
>Hi folks.
>
>
>I'm trying to install RT3 with FastCGI and Apache2.
>The install went fairly well but when i start apache i get the following
>errors in apache logs:
>
>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: comm with server "/usr/local/RT/bin/mason_handler.fcgi" aborted: idle timeout (30 sec)
>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/RT/bin/mason_handler.fcgi"
>[Thu Feb 19 15:36:25 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds
>
>Some info on the install:
>
>skinner# uname -a
>FreeBSD skinner 5.2-CURRENT FreeBSD 5.2-CURRENT #0: Thu Feb  5 15:00:15
>EST 2004     root at skinner:/usr/src/sys/i386/compile/SKINNER  i386
>
>HEAD / HTTP/1.1
>HTTP/1.1 400 Bad Request
>Date: Thu, 19 Feb 2004 20:36:45 GMT
>Server: Apache/2.0.48 (Unix) mod_fastcgi/2.4.2 mod_ssl/2.0.48
>OpenSSL/0.9.7c
>Connection: close
>Content-Type: text/html; charset=iso-8859-1
>
>Any ideas ?
>
>Thanx
>Paul
>
>************************************************
>Paul Khavkine
>Network Administrator
>DISTRIBUTEL Communications.
>740 Notre Dame West, Suite 1135
>Montreal, Quebec, Canada, H3C 3X6
>1-514-877-5505 x 263
>http://www.distributel.net
>************************************************
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.bestpractical.com
>http://lists.bestpractical.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>


************************************************
Paul Khavkine
Network Administrator
DISTRIBUTEL Communications.
740 Notre Dame West, Suite 1135
Montreal, Quebec, Canada, H3C 3X6
1-514-877-5505 x 263
http://www.distributel.net
************************************************



From doogles at doogles.com  Thu Feb 19 16:10:01 2004
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Thu, 19 Feb 2004 15:10:01 -0600 (CST)
Subject: [rt-users] Interesting RT Reaction to Attachments
Message-ID: 

I sent an email a few moments ago through RT, and it had five attachments.
It looked like this when it was sent:

: These documents are the documentation I have provided the customer.
:
: I am putting them in the ticket for future reference.

When it came back it looked like this:

:  <> Th <> es
: <> e  <> do <>
: cuments are the documentation I have provided the customer.
:
: I am putting them in the ticket for future reference.

Obviously, all the data is there but the place RT decided to reference the
other documents is a bit interesting.  The first document would be right
(before the text), but documents 2-5 are in very interesting spots.  Is this
just a simple cosmetic bug?

-j


From scott at cae.com  Thu Feb 19 15:48:49 2004
From: scott at cae.com (Scott Hebert)
Date: Thu, 19 Feb 2004 15:48:49 -0500
Subject: [rt-users] RT3/Apache2/FastCGI
Message-ID: <69F1436AA435D7118EE1009027B0FF3A08B77468@caemsx02.cae.ca>

The RT_*Config.pm files are not readable by the web-server process.

SH

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Paul
Khavkine
Sent: Thursday, February 19, 2004 3:40 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT3/Apache2/FastCGI



Also. I get the following when i start httpd:

[Thu Feb 19 15:39:09 2004] [warn] FastCGI: server
"/usr/local/RT/bin/mason_handler.fcgi" restarted (pid 3913) Can't locate
/usr/local/RT/etc/RT_SiteConfig.pm in @INC (@INC contains:
/usr/local/RT/local/lib /usr/local/RT/lib
/usr/local/lib/perl5/site_perl/5.8.2/mach
/usr/local/lib/perl5/site_perl/5.8.2 /usr/local/lib/perl5/site_perl/5.6.1
/usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.2/BSDPAN
/usr/local/lib/perl5/5.8.2/mach /usr/local/lib/perl5/5.8.2 .) at
/usr/local/RT/lib/RT.pm line 105.Compilation failed in require at
/usr/local/RT/bin/mason_handler.fcgi line 28.
[Thu Feb 19 15:39:10 2004] [warn] FastCGI: server
"/usr/local/RT/bin/mason_handler.fcgi" (pid 3913) terminated by calling exit
with status '13'

On Thu, 19 Feb 2004, Paul Khavkine wrote:

>
>
>Hi folks.
>
>
>I'm trying to install RT3 with FastCGI and Apache2.
>The install went fairly well but when i start apache i get the following
>errors in apache logs:
>
>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: comm with
server "/usr/local/RT/bin/mason_handler.fcgi" aborted: idle timeout (30 sec)
>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI:
incomplete headers (0 bytes) received from server
"/usr/local/RT/bin/mason_handler.fcgi"
>[Thu Feb 19 15:36:25 2004] [warn] FastCGI: server
"/usr/local/RT/bin/mason_handler.fcgi" has failed to remain running for 30
seconds given 3 attempts, its restart interval has been backed off to 600
seconds
>
>Some info on the install:
>
>skinner# uname -a
>FreeBSD skinner 5.2-CURRENT FreeBSD 5.2-CURRENT #0: Thu Feb  5 15:00:15
>EST 2004     root at skinner:/usr/src/sys/i386/compile/SKINNER  i386
>
>HEAD / HTTP/1.1
>HTTP/1.1 400 Bad Request
>Date: Thu, 19 Feb 2004 20:36:45 GMT
>Server: Apache/2.0.48 (Unix) mod_fastcgi/2.4.2 mod_ssl/2.0.48
>OpenSSL/0.9.7c
>Connection: close
>Content-Type: text/html; charset=iso-8859-1
>
>Any ideas ?
>
>Thanx
>Paul
>
>************************************************
>Paul Khavkine
>Network Administrator
>DISTRIBUTEL Communications.
>740 Notre Dame West, Suite 1135
>Montreal, Quebec, Canada, H3C 3X6
>1-514-877-5505 x 263
>http://www.distributel.net
>************************************************
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.bestpractical.com
>http://lists.bestpractical.com/mailman/listinfo/rt-users
>
>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>


************************************************
Paul Khavkine
Network Administrator
DISTRIBUTEL Communications.
740 Notre Dame West, Suite 1135
Montreal, Quebec, Canada, H3C 3X6
1-514-877-5505 x 263
http://www.distributel.net
************************************************

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

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





From jtaylor at bastyr.edu  Thu Feb 19 15:53:17 2004
From: jtaylor at bastyr.edu (Jason Taylor)
Date: Thu, 19 Feb 2004 12:53:17 -0800
Subject: [rt-users] RT3/Apache2/FastCGI
In-Reply-To: <20040219153932.T13792-100000@krusty.mtl.distributel.net>
References: <20040219153932.T13792-100000@krusty.mtl.distributel.net>
Message-ID: <4035223D.80000@bastyr.edu>

Try setting permissions on both RT_SiteConfig.pm and RT_Config.pm so 
that they're readable by the whichever user apache is running as.  In my 
case I just set the owner on both to 'www'.

Paul Khavkine wrote:

> Also. I get the following when i start httpd:
> 
> [Thu Feb 19 15:39:09 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" restarted (pid 3913) Can't locate /usr/local/RT/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/RT/local/lib /usr/local/RT/lib /usr/local/lib/perl5/site_perl/5.8.2/mach /usr/local/lib/perl5/site_perl/5.8.2 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.2/BSDPAN /usr/local/lib/perl5/5.8.2/mach /usr/local/lib/perl5/5.8.2 .) at /usr/local/RT/lib/RT.pm line 105.Compilation failed in require at /usr/local/RT/bin/mason_handler.fcgi line 28.
> [Thu Feb 19 15:39:10 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" (pid 3913) terminated by calling exit with status '13'
> 
> On Thu, 19 Feb 2004, Paul Khavkine wrote:
> 
> 
>>
>>Hi folks.
>>
>>
>>I'm trying to install RT3 with FastCGI and Apache2.
>>The install went fairly well but when i start apache i get the following
>>errors in apache logs:
>>
>>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: comm with server "/usr/local/RT/bin/mason_handler.fcgi" aborted: idle timeout (30 sec)
>>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/RT/bin/mason_handler.fcgi"
>>[Thu Feb 19 15:36:25 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds
>>
>>Some info on the install:
>>
>>skinner# uname -a
>>FreeBSD skinner 5.2-CURRENT FreeBSD 5.2-CURRENT #0: Thu Feb  5 15:00:15
>>EST 2004     root at skinner:/usr/src/sys/i386/compile/SKINNER  i386
>>
>>HEAD / HTTP/1.1
>>HTTP/1.1 400 Bad Request
>>Date: Thu, 19 Feb 2004 20:36:45 GMT
>>Server: Apache/2.0.48 (Unix) mod_fastcgi/2.4.2 mod_ssl/2.0.48
>>OpenSSL/0.9.7c
>>Connection: close
>>Content-Type: text/html; charset=iso-8859-1
>>
>>Any ideas ?
>>
>>Thanx
>>Paul
>>
>>************************************************
>>Paul Khavkine
>>Network Administrator
>>DISTRIBUTEL Communications.
>>740 Notre Dame West, Suite 1135
>>Montreal, Quebec, Canada, H3C 3X6
>>1-514-877-5505 x 263
>>http://www.distributel.net
>>************************************************
>>
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.bestpractical.com
>>http://lists.bestpractical.com/mailman/listinfo/rt-users
>>
>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
> 
> 
> 
> ************************************************
> Paul Khavkine
> Network Administrator
> DISTRIBUTEL Communications.
> 740 Notre Dame West, Suite 1135
> Montreal, Quebec, Canada, H3C 3X6
> 1-514-877-5505 x 263
> http://www.distributel.net
> ************************************************
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


From paul at distributel.net  Thu Feb 19 16:00:40 2004
From: paul at distributel.net (Paul Khavkine)
Date: Thu, 19 Feb 2004 16:00:40 -0500 (EST)
Subject: [rt-users] RT3/Apache2/FastCGI
In-Reply-To: <4035223D.80000@bastyr.edu>
Message-ID: <20040219160007.P15062-100000@krusty.mtl.distributel.net>


That was the case, Problem fixed.

Thanx
Paul

On Thu, 19 Feb 2004, Jason Taylor wrote:

>Try setting permissions on both RT_SiteConfig.pm and RT_Config.pm so
>that they're readable by the whichever user apache is running as.  In my
>case I just set the owner on both to 'www'.
>
>Paul Khavkine wrote:
>
>> Also. I get the following when i start httpd:
>>
>> [Thu Feb 19 15:39:09 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" restarted (pid 3913) Can't locate /usr/local/RT/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/RT/local/lib /usr/local/RT/lib /usr/local/lib/perl5/site_perl/5.8.2/mach /usr/local/lib/perl5/site_perl/5.8.2 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.2/BSDPAN /usr/local/lib/perl5/5.8.2/mach /usr/local/lib/perl5/5.8.2 .) at /usr/local/RT/lib/RT.pm line 105.Compilation failed in require at /usr/local/RT/bin/mason_handler.fcgi line 28.
>> [Thu Feb 19 15:39:10 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" (pid 3913) terminated by calling exit with status '13'
>>
>> On Thu, 19 Feb 2004, Paul Khavkine wrote:
>>
>>
>>>
>>>Hi folks.
>>>
>>>
>>>I'm trying to install RT3 with FastCGI and Apache2.
>>>The install went fairly well but when i start apache i get the following
>>>errors in apache logs:
>>>
>>>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: comm with server "/usr/local/RT/bin/mason_handler.fcgi" aborted: idle timeout (30 sec)
>>>[Thu Feb 19 15:35:42 2004] [error] [client 66.38.181.24] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/RT/bin/mason_handler.fcgi"
>>>[Thu Feb 19 15:36:25 2004] [warn] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds
>>>
>>>Some info on the install:
>>>
>>>skinner# uname -a
>>>FreeBSD skinner 5.2-CURRENT FreeBSD 5.2-CURRENT #0: Thu Feb  5 15:00:15
>>>EST 2004     root at skinner:/usr/src/sys/i386/compile/SKINNER  i386
>>>
>>>HEAD / HTTP/1.1
>>>HTTP/1.1 400 Bad Request
>>>Date: Thu, 19 Feb 2004 20:36:45 GMT
>>>Server: Apache/2.0.48 (Unix) mod_fastcgi/2.4.2 mod_ssl/2.0.48
>>>OpenSSL/0.9.7c
>>>Connection: close
>>>Content-Type: text/html; charset=iso-8859-1
>>>
>>>Any ideas ?
>>>
>>>Thanx
>>>Paul
>>>
>>>************************************************
>>>Paul Khavkine
>>>Network Administrator
>>>DISTRIBUTEL Communications.
>>>740 Notre Dame West, Suite 1135
>>>Montreal, Quebec, Canada, H3C 3X6
>>>1-514-877-5505 x 263
>>>http://www.distributel.net
>>>************************************************
>>>
>>>_______________________________________________
>>>rt-users mailing list
>>>rt-users at lists.bestpractical.com
>>>http://lists.bestpractical.com/mailman/listinfo/rt-users
>>>
>>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>>
>>
>>
>>
>> ************************************************
>> Paul Khavkine
>> Network Administrator
>> DISTRIBUTEL Communications.
>> 740 Notre Dame West, Suite 1135
>> Montreal, Quebec, Canada, H3C 3X6
>> 1-514-877-5505 x 263
>> http://www.distributel.net
>> ************************************************
>>
>> _______________________________________________
>> rt-users mailing list
>> rt-users at lists.bestpractical.com
>> http://lists.bestpractical.com/mailman/listinfo/rt-users
>>
>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>


************************************************
Paul Khavkine
Network Administrator
DISTRIBUTEL Communications.
740 Notre Dame West, Suite 1135
Montreal, Quebec, Canada, H3C 3X6
1-514-877-5505 x 263
http://www.distributel.net
************************************************



From leon at iwa-solutions.com  Thu Feb 19 16:28:19 2004
From: leon at iwa-solutions.com (Leon Sonntag)
Date: Thu, 19 Feb 2004 14:28:19 -0700
Subject: [rt-users] Queue escalation chaos
Message-ID: <6.0.1.1.0.20040219141552.05522d40@iwapps4.iwapps.com>

I'm in the process of setting up Queue escalation on my RT system using the 
rt-crontool script.  Right now I am running it on one queue.  Eventually, I 
will be applying it to all queues though.

My question is can multiple queues be escalated at the same time?  I will 
be doing this with a cron job.  I am concerned that the MYSQL backend (and 
therefore RT) will get confused.


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

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



From MHanley at cxtec.com  Thu Feb 19 17:37:22 2004
From: MHanley at cxtec.com (Matt Hanley)
Date: Thu, 19 Feb 2004 17:37:22 -0500
Subject: [rt-users] rt-3.0.9 and Ticket number search
Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F07199E2A@cxmail2>

This thread existed earlier, however none of the solutions have fixed my
problem.

I upgraded from rt-3.0.8 to rt-3.0.9 and when I use the search in the upper
right hand corner I get a page indicating that the "document has moved
here".  The link it gives does go to the correct page.  The fix I read said
to upgrade RTFM, which I did to 2.0.3rc5.  I restarted the web server, but
still I'm having the problem.

Anyone?

-matt


Matthew Hanley
mhanley at cxtec.com


From m.husband at leadup.com.au  Thu Feb 19 17:55:41 2004
From: m.husband at leadup.com.au (Mike Husband)
Date: Fri, 20 Feb 2004 08:55:41 +1000
Subject: [rt-users] Queue escalation chaos
In-Reply-To: <6.0.1.1.0.20040219141552.05522d40@iwapps4.iwapps.com>
Message-ID: <001e01c3f73b$80cd86b0$8f90a8c0@internal.leadup.com.au>


I wrote a wrapper script which specifies which queues to escalate.

Someone else on the list uses one cron job per queue.


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Leon
> Sonntag
> Sent: Friday, 20 February 2004 7:28 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Queue escalation chaos
> 
> 
> I'm in the process of setting up Queue escalation on my RT 
> system using the 
> rt-crontool script.  Right now I am running it on one queue.  
> Eventually, I 
> will be applying it to all queues though.
> 
> My question is can multiple queues be escalated at the same 
> time?  I will 
> be doing this with a cron job.  I am concerned that the MYSQL 
> backend (and 
> therefore RT) will get confused.
> 
> 
> Most anything is easy after you've done it successfully a few times
> 
> Leon Sonntag
> Innovative Web Applications
> leon at iwa-solutions dot com 
> 



From casimir at tgsnopec.com  Thu Feb 19 18:01:35 2004
From: casimir at tgsnopec.com (Casimir Couvillion)
Date: Thu, 19 Feb 2004 17:01:35 -0600
Subject: [rt-users] Interesting RT Reaction to Attachments
Message-ID: <9B0FC33CEC686F42B07A6CBE1D2B1732243444@stilts.us.tgsnopec.com>

Did you drag and drop the attachments into an HTML email? Perhaps you
dropped them into the middle of the text and RT dealt with them where is
found them.

---
 
Casimir Couvillion -- Sr. Systems Analyst
TGS-NOPEC Geophysical Co. 2500 CityWest Blvd., Suite 2000 Houston, TX
77042 USA
713-860-2126 (office) -- 713-860-2251 (fax) -- 713-449-1497 (cellular)
casimir at tgsnopec.com (office) -- 7134491497 at mobile.att.net (SMS)


-----Original Message-----
From: Jason A. Diegmueller [mailto:doogles at doogles.com] 
Sent: Thursday, February 19, 2004 3:10 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Interesting RT Reaction to Attachments


I sent an email a few moments ago through RT, and it had five
attachments. It looked like this when it was sent:

: These documents are the documentation I have provided the customer.
:
: I am putting them in the ticket for future reference.

When it came back it looked like this:

:  <> Th <> es
: <> e  <> do <>
: cuments are the documentation I have provided the customer.
:
: I am putting them in the ticket for future reference.

Obviously, all the data is there but the place RT decided to reference
the other documents is a bit interesting.  The first document would be
right (before the text), but documents 2-5 are in very interesting
spots.  Is this just a simple cosmetic bug?

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

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



From jorge.alves at acime.gov.pt  Thu Feb 19 18:01:41 2004
From: jorge.alves at acime.gov.pt (Jorge Alves)
Date: Thu, 19 Feb 2004 23:01:41 -0000
Subject: [rt-users] Viewing downloads in a separate browser
In-Reply-To: 
Message-ID: 

Easy!

Edit the html page and add a target="_blank" in the   part.
(sorry but i dont have the access to the filesystem now to give you the
right path)

Best regards,
Jorge

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Adolfo
Santiago
Sent: quarta-feira, 18 de Fevereiro de 2004 19:13
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Viewing downloads in a separate browser


How can I get the "Download (untitled)" link to open the attachment/message
in a separate browser?

I searched the archives but couldn't find anything about this.

Thanks!

Chago



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

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




From doogles at doogles.com  Thu Feb 19 18:31:38 2004
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Thu, 19 Feb 2004 17:31:38 -0600 (CST)
Subject: [rt-users] Interesting RT Reaction to Attachments
In-Reply-To: <9B0FC33CEC686F42B07A6CBE1D2B1732243444@stilts.us.tgsnopec.com>
References: <9B0FC33CEC686F42B07A6CBE1D2B1732243444@stilts.us.tgsnopec.com>
Message-ID: 

Well, I sent the email plain text using Outlook 2003.  I never send HTML
emails, so I can't comment on that.

-j

On Thu, 19 Feb 2004, Casimir Couvillion wrote:

> Did you drag and drop the attachments into an HTML email? Perhaps you
> dropped them into the middle of the text and RT dealt with them where is
> found them.
>
> ---
>
> Casimir Couvillion -- Sr. Systems Analyst
> TGS-NOPEC Geophysical Co. 2500 CityWest Blvd., Suite 2000 Houston, TX
> 77042 USA
> 713-860-2126 (office) -- 713-860-2251 (fax) -- 713-449-1497 (cellular)
> casimir at tgsnopec.com (office) -- 7134491497 at mobile.att.net (SMS)
>
>
> -----Original Message-----
> From: Jason A. Diegmueller [mailto:doogles at doogles.com]
> Sent: Thursday, February 19, 2004 3:10 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Interesting RT Reaction to Attachments
>
>
> I sent an email a few moments ago through RT, and it had five
> attachments. It looked like this when it was sent:
>
> : These documents are the documentation I have provided the customer.
> :
> : I am putting them in the ticket for future reference.
>
> When it came back it looked like this:
>
> :  <> Th <> es
> : <> e  <> do <>
> : cuments are the documentation I have provided the customer.
> :
> : I am putting them in the ticket for future reference.
>
> Obviously, all the data is there but the place RT decided to reference
> the other documents is a bit interesting.  The first document would be
> right (before the text), but documents 2-5 are in very interesting
> spots.  Is this just a simple cosmetic bug?
>
> -j
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>


From m.husband at leadup.com.au  Thu Feb 19 18:42:04 2004
From: m.husband at leadup.com.au (Mike Husband)
Date: Fri, 20 Feb 2004 09:42:04 +1000
Subject: [rt-users] ShowHistory Modification to show last communication
Message-ID: <001f01c3f741$fb868d60$8f90a8c0@internal.leadup.com.au>


David Swift wrote:

After playing with a mod that was posted to this file earlier, I found
that often the last item in a history list was only a status change
message.  After fielding a few confused developers' requests, I added
some code to find the last communication in a transaction list.

-------------

I have modified David's code to
  - display the first and last comment
  - display appropriate titles

Install in rt3/local/html/Ticket/Elements.

Mike
-------------- next part --------------
A non-text attachment was scrubbed...
Name: ShowHistory.gz
Type: application/x-gzip
Size: 1565 bytes
Desc: not available
URL: 

From pdh at bestpractical.com  Thu Feb 19 18:49:08 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Fri, 20 Feb 2004 09:49:08 +1000
Subject: [rt-users] RT error: Queue could not be loaded
In-Reply-To: <20040219173344.J31279@nemesis.eahd.or.ug>
References: <20040219173344.J31279@nemesis.eahd.or.ug>
Message-ID: <20040219234908.GZ11031@moreton.com.au>

Wilson Abigaba wrote:
> My RT ahs been functioning well but of recent, someone deleted every thing
> from the CachedGroupMembers table and now on creating tickets, i recieve
> that error in the subject!
> Any ideas how i can rectify that? Thanks

"restore from backup" comes to mind....
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at snapgear.com  Thu Feb 19 18:52:51 2004
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 20 Feb 2004 09:52:51 +1000
Subject: [rt-users] HELP!! Mysql and Group woes
In-Reply-To: <919EC9AC0B167C458F22FD88F9D692942F617A@MACALLAN>
References: <919EC9AC0B167C458F22FD88F9D692942F617A@MACALLAN>
Message-ID: <20040219235251.GA11031@moreton.com.au>

Nick Pleis wrote:
> [Thu Feb 19 16:21:44 2004] [warning]: DBD::mysql::st
> execute failed: Lost connection to MySQL server during
> query at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Store/DBI.pm
> line 86.

MySQL is dying on your query. The MySQL logs might contain
more clues.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at snapgear.com  Thu Feb 19 18:56:05 2004
From: pdh at snapgear.com (Phil Homewood)
Date: Fri, 20 Feb 2004 09:56:05 +1000
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
In-Reply-To: <01C2B45CAAA9F541AFB100876D088B234D4F96@ptscorp-exc01.pointserve.com>
References: <01C2B45CAAA9F541AFB100876D088B234D4F96@ptscorp-exc01.pointserve.com>
Message-ID: <20040219235605.GB11031@moreton.com.au>

Watson, Erik wrote:
> Anyone, anyone... Bueller, Bueller?!?!

I could have sworn someone had already aid this, but maybe not...

> Ok I am having trouble getting it to look at the new DBIx::SearchBuilder. I
> have made and remade it and installed it to no avail. Does anyone else have
> any more detailed instructions on how to fix this?

Have you, by any chance, upgraded perl and not rebuilt mod_perl?

> Oh and on the upgrade, did anyone else notice that RT now sends 2 replies to
> the customer now?

No. Check your scrips, both per-queue and global...
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From ewatson at pointserve.com  Thu Feb 19 19:02:20 2004
From: ewatson at pointserve.com (Watson, Erik)
Date: Thu, 19 Feb 2004 18:02:20 -0600
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
Message-ID: <01C2B45CAAA9F541AFB100876D088B234D4FBA@ptscorp-exc01.pointserve.com>

Phil,
Thank you very much for responding. Yes I did upgrade perl and no I didn't
rebuild mod_perl. Would that cause the error that I am getting:

error:  Can't locate object method "Columns" via package "RT::Attachments"
at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66.
 
context:  ...   
62:  my %documents; 
63:  my $transactions = $Ticket->Transactions(); 
64:  while (my $trans = $transactions->Next()) { 
65:  my $attachments = $trans->Attachments(); 
66:  $attachments->Columns( qw( Id Filename ContentType Headers Subject
Parent ContentEncoding ContentType TransactionId) ); 
67:  $attachments->Limit(FIELD => 'Filename', OPERATOR => 'IS NOT', VALUE =>
'NULL', QUOTEVALUE => 0, ENTRYAGGREGATOR => 'AND'); 
68:  $attachments->Limit(FIELD => 'Filename', OPERATOR => '!=', VALUE => '',
ENTRYAGGREGATOR => 'AND'); 
69:  while (my $attach = $attachments->Next()) { 
70:  next unless ($attach->Filename()); 
...   
 
code stack:  /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66
g /opt/rt3/share/html/Ticket/Elements/ShowSummary:68
g /opt/rt3/share/html/Ticket/Display.html:33
g /opt/rt3/share/html/autohandler:195
g  
raw error

Also, I did check and 3.0.9 must have installed quite a few more scripts, so
I will get to work fixing those right now. Thanks again and I look forward
to your reply


Erik 



-----Original Message-----
From: Phil Homewood [mailto:pdh at snapgear.com] 
Sent: Thursday, February 19, 2004 5:56 PM
To: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9


Watson, Erik wrote:
> Anyone, anyone... Bueller, Bueller?!?!

I could have sworn someone had already aid this, but maybe not...

> Ok I am having trouble getting it to look at the new 
> DBIx::SearchBuilder. I have made and remade it and installed it to no 
> avail. Does anyone else have any more detailed instructions on how to 
> fix this?

Have you, by any chance, upgraded perl and not rebuilt mod_perl?

> Oh and on the upgrade, did anyone else notice that RT now sends 2 
> replies to the customer now?

No. Check your scrips, both per-queue and global...
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph:
+61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company
_______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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


From pdh at snapgear.com  Thu Feb 19 19:06:36 2004
From: pdh at snapgear.com ('Phil Homewood')
Date: Fri, 20 Feb 2004 10:06:36 +1000
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
In-Reply-To: <01C2B45CAAA9F541AFB100876D088B234D4FBA@ptscorp-exc01.pointserve.com>
References: <01C2B45CAAA9F541AFB100876D088B234D4FBA@ptscorp-exc01.pointserve.com>
Message-ID: <20040220000636.GC11031@moreton.com.au>

Watson, Erik wrote:
> Thank you very much for responding. Yes I did upgrade perl and no I didn't
> rebuild mod_perl. Would that cause the error that I am getting:

Indeed it would. Your new DBIx::SB is installed under the new
perl, not the one that mod_perl was built with. Rebuild your
mod_perl and be happy.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From ewatson at pointserve.com  Thu Feb 19 19:27:13 2004
From: ewatson at pointserve.com (Watson, Erik)
Date: Thu, 19 Feb 2004 18:27:13 -0600
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
Message-ID: <01C2B45CAAA9F541AFB100876D088B234D4FBB@ptscorp-exc01.pointserve.com>

Bad news... This is a Mandrake box and both apache and mod_perl were both
rpm's :( I tried uninstalling and reinstalling the rpms to no avail... Any
suggestions?

Erik



-----Original Message-----
From: 'Phil Homewood' [mailto:pdh at snapgear.com] 
Sent: Thursday, February 19, 2004 6:07 PM
To: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9


Watson, Erik wrote:
> Thank you very much for responding. Yes I did upgrade perl and no I 
> didn't rebuild mod_perl. Would that cause the error that I am getting:

Indeed it would. Your new DBIx::SB is installed under the new perl, not the
one that mod_perl was built with. Rebuild your mod_perl and be happy.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph:
+61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company
_______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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


From pdh at snapgear.com  Thu Feb 19 19:29:34 2004
From: pdh at snapgear.com ('Phil Homewood')
Date: Fri, 20 Feb 2004 10:29:34 +1000
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
In-Reply-To: <01C2B45CAAA9F541AFB100876D088B234D4FBB@ptscorp-exc01.pointserve.com>
References: <01C2B45CAAA9F541AFB100876D088B234D4FBB@ptscorp-exc01.pointserve.com>
Message-ID: <20040220002934.GG11031@moreton.com.au>

Watson, Erik wrote:
> Bad news... This is a Mandrake box and both apache and mod_perl were both
> rpm's :( I tried uninstalling and reinstalling the rpms to no avail... Any
> suggestions?

Use the Source, Erik...

If you installed perl from an RPM, there should also be a
vendor-supplied mod_perl to accompany it. If you built
perl manually, then you get to play the same game with
mod_perl...
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From seph at directionless.org  Thu Feb 19 20:26:59 2004
From: seph at directionless.org (seph)
Date: Thu, 19 Feb 2004 20:26:59 -0500
Subject: [rt-users] Re: Easiest distro for RT 3?
In-Reply-To: <4034CAB3.2070704@lehigh.edu> (Phil Lawrence's message of "Thu,
	19 Feb 2004 09:39:47 -0500")
References: <40336FCB.3020403@lehigh.edu> <4033966A.8050202@intransa.com>
	<1077160498.7670.144.camel@titan.fx.net.nz>
	<4034CAB3.2070704@lehigh.edu>
Message-ID: 

>> I didn't really consider using sarge, as security wise it's in no
>> mans land and my RT3 will online.
>
> But what do you mean about sarge being unsecure?  Isn't Sarge
> "testing", whereas "sid" is unstable?  Wouldn't that mean sid is less
> assured of security than sarge?

Only stable recieves security updates. For unstable, you wait till the
maintainer releases a new package (usually quite promptly), though I
don't think it usually get's pushed into testing very fast.

seph


From seph at directionless.org  Thu Feb 19 20:29:26 2004
From: seph at directionless.org (seph)
Date: Thu, 19 Feb 2004 20:29:26 -0500
Subject: [rt-users] Re: rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: <200402191631.58948.cerion@terpsichore.ws> (Cerion
	Armour-Brown's message of "Thu, 19 Feb 2004 16:31:58 +0100")
References: <200402181749.16308.cerion@terpsichore.ws>
	<1077202291.6900.134.camel@osiris.gravity.psu.edu>
	<200402191631.58948.cerion@terpsichore.ws>
Message-ID: 

> Yep - I need this to run over the internet.
>
> I would have thought it was possible to set up apache so it didn't require 
> client certs from localhost... but I don't even know if I'm asking the right 
> questions!
> Cerion

It is possible to set apache up to not require ssl or clients certs or
whatever from localhost (or any other specific address). Apache's auth
systems is very flexible, make use of the Satisfy directive and read
apache's docs. Or search the mailing list hard enough for the last
time it was posted.

seph


From mailbag at anothernet.com  Thu Feb 19 20:38:03 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Thu, 19 Feb 2004 20:38:03 -0500
Subject: [rt-users] Viewing downloads in a separate browser
In-Reply-To: 
Message-ID: 

Thanks for the reply.  I kinda already knew that, though...

What I'm looking for is precisely which file I need to modify.  I've looked
in the various *History* and *Display*, but can't figure out where the code
that generates that link is.

Chago

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jorge
> Alves
> Sent: Thursday, February 19, 2004 6:02 PM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Viewing downloads in a separate browser
>
>
> Easy!
>
> Edit the html page and add a target="_blank" in the   part.
> (sorry but i dont have the access to the filesystem now to give you the
> right path)
>
> Best regards,
> Jorge
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Adolfo
> Santiago
> Sent: quarta-feira, 18 de Fevereiro de 2004 19:13
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Viewing downloads in a separate browser
>
>
> How can I get the "Download (untitled)" link to open the
> attachment/message
> in a separate browser?
>
> I searched the archives but couldn't find anything about this.
>
> Thanks!
>
> Chago
>
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From cerion at terpsichore.ws  Thu Feb 19 19:58:49 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Fri, 20 Feb 2004 01:58:49 +0100
Subject: [rt-users] rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: <200402191631.58948.cerion@terpsichore.ws>
References: <200402181749.16308.cerion@terpsichore.ws>
	<1077202291.6900.134.camel@osiris.gravity.psu.edu>
	<200402191631.58948.cerion@terpsichore.ws>
Message-ID: <200402200158.49339.cerion@terpsichore.ws>

On Thursday 19 February 2004 16:31, Cerion Armour-Brown wrote:
> On Thursday 19 February 2004 15:51, Jeff Minelli wrote:
> > On Wed, 2004-02-18 at 11:49, Cerion Armour-Brown wrote:
> > > I'm having trouble with rt-mailgate and ssl...
> > > I should first say that I've got RT up and working, with ssl, as long
> > > as no client certificate is required.  Both email and the web
> > > interfaces work fine.
> > >
> > > However, as soon as I set (in httpd.conf)
> > > SSLVerifyClient require
> > > SSLVerifyDepth  1
> > > ...I can't get mail through to the webserver anymore.
> > >
> > > Does anyone have any idea what I'm doing wrong?
> >
> > Before I make any assumptions, are you really using client certificate
> > authentication?
> > -jeff
>
> Yep - I need this to run over the internet.
>
> I would have thought it was possible to set up apache so it didn't require
> client certs from localhost... but I don't even know if I'm asking the
> right questions!
> Cerion

Ok, I give up...
Unless someone has some other suggestion, I'm just going to let apache listen 
to both port 80 and 443, and firewall off port 80.
Horrible, I know, but this allows me to 'require' a client certificate on 
https, but still let rt-mailgate connect via http...

Suuurrrely there has to be a better way?

Is there really no-one out there with 'client certs required', who has also 
managed to get rt-mailgate working?

Many thanks,
Cerion



From philliplucs at infolearn.com.au  Fri Feb 20 00:51:28 2004
From: philliplucs at infolearn.com.au (philliplucs at infolearn.com.au)
Date: Fri, 20 Feb 2004 16:51:28 +1100 (EST)
Subject: [rt-users] rt and fastcgi apache configuration help needed
Message-ID: <38640.202.76.175.36.1077256288.squirrel@webmail.infolearn.com.au>

Hi to the group,

I need some ideas to get started on a solution to an apache configuration
problem.

At the moment I can get RT working with apache and fastcgi with the
following configuration:


DocumentRoot "/usr/local/rt3/share/html"
ServerName rt.valhalla.com
ServerAdmin webmaster at valhalla.com
FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi
AddHandler fastcgi-script fcgi
ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/
-- some other stuff relating to ssl --


But this is not the only service I want to run. I also need to run http,
mail, cgi-scripts. The current setup affects these. I am making only small
inroads on these problems currently.

Thanks in advance,
Phillip Lucs









From jamie.baddeley at fx.net.nz  Fri Feb 20 02:21:43 2004
From: jamie.baddeley at fx.net.nz (jamie.baddeley at fx.net.nz)
Date: 20 Feb 2004 20:21:43 +1300
Subject: [rt-users] Comparison matrix , Remedy .vs. RT
In-Reply-To: <001201c3f6fc$99598c40$4501a8c0@pchalliev>
References: <001201c3f6fc$99598c40$4501a8c0@pchalliev>
Message-ID: <1077261704.1539.8.camel@munter>

so why did you move to RT?

On Fri, 2004-02-20 at 04:25, John Schubert wrote:
> I know I'll be slightly unpopular with this, but I think they're two
> different "beasts".  Remedy is to RT, as MySQL is to Oracle.  This isn't
> a slam on anyone, or saying one is better.  They're just better in
> different lights.
> 
> Advantages of RT
> Free, Free (as in beer)
> Openly supported and source available
> Easy to set up out of the box
> 
> Advantages of Remedy
> Supports larger databases of information (Oracle)
> GUI is much more configurable
> Modify without learning coding (PHP, Perl, etc), such as adding fields
> that are dependant upon other fields.
> 
> 
> These are observations from using Remedy for 5 years, and RT for about 3
> months.  We didn't use any consultants for Remedy. Just one person who
> spent a few hours a month making modifications as Management saw fit.  I
> did learn one thing important from the Remdedy admin..... never upgrade
> on a Friday afternoon, right before a 3-day weekend.  You might run into
> problems and end up staying late to get the system back up.
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asif
> Iqbal
> Sent: Wednesday, February 18, 2004 3:09 PM
> To: rt-users at lists.fsck.com
> Subject: [rt-users] Comparison matrix , Remedy .vs. RT
> 
> Hi All
> 
> Is there a comparison matrix on functionality between Remedy and RT ?
> 
> I need to convince my company to use RT over Remedy.
> 
> Thanks for any suggestion/direction on this
> -- 
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> There's no place like 127.0.0.1
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
-- 
Jamie Baddeley
FX Networks Ltd
Wellington, New Zealand



From cerion at terpsichore.ws  Fri Feb 20 05:06:07 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Fri, 20 Feb 2004 11:06:07 +0100
Subject: [rt-users] Re: rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: 
References: <200402181749.16308.cerion@terpsichore.ws>
	<200402191631.58948.cerion@terpsichore.ws>
	
Message-ID: <200402201106.07546.cerion@terpsichore.ws>

On Friday 20 February 2004 02:29, seph wrote:
> > Yep - I need this to run over the internet.
> >
> > I would have thought it was possible to set up apache so it didn't
> > require client certs from localhost... but I don't even know if I'm
> > asking the right questions!
> > Cerion
>
> It is possible to set apache up to not require ssl or clients certs or
> whatever from localhost (or any other specific address). Apache's auth
> systems is very flexible, make use of the Satisfy directive and read
> apache's docs. Or search the mailing list hard enough for the last
> time it was posted.
>
> seph

Really appreciate the feedback, but if you mean this:
---
        Alias /rt3/REST/1.0  /opt/rt3/share/html/REST/1.0
        
                Satisfy Any
                Options FollowSymLinks Indexes ExecCGI
                AllowOverride None
                Order deny,allow
                Allow from localhost
        
---
It doesn't work for me, if I also set "SSLVerifyClient require"

Can you verify that it _should_ work?
Thanks,
Cerion



From atossava at cc.helsinki.fi  Fri Feb 20 07:14:14 2004
From: atossava at cc.helsinki.fi (Atro Tossavainen)
Date: Fri, 20 Feb 2004 14:14:14 +0200 (EET)
Subject: [rt-users] "People" tab gone crazy
Message-ID: <200402201214.i1KCEEuY008496@kruuna.Helsinki.FI>

Hi,

I recently moved our RT 2.0.6 installation from one machine to another
and have run into problems.  I made sure I copied the entire Perl tree
from the old box, but managed later to "upgrade" the Perl on the new
machine to a slightly newer release, quite likely destroying (the
links to) some of the site-installed Perl modules in the process.

I downloaded a fresh copy of the 2.0.6 source code and did a "make
testdeps", which told me that only Getopt::Long was missing.  I
installed that and stopped and started Apache, but it didn't change
things.

The symptoms are such that everything is working otherwise all right,
but in every place where there is a pulldown menu for owner, the only
choices are "-" and "Nobody".  It is still possible for the queue
admins to take or steal RT cases and everybody gets the proper view of
the cases they own, but it is not possible to give a case to somebody
else because the accounts of the admins are not shown in the pulldown
menus.  It has also become impossible to "Find people whose user id
contains ______" in the New watchers section of the People tab -
though it is possible to enter the new requestors' e-mail addresses
manually and if RT already knows those addresses it will show the
corresponding real name information correctly.

In other words, it's annoying, but it's not fatal.  Nonetheless, I'd
like to fix this.  Is there another fix besides starting from a clean
Perl install and adding all the necessary modules?

-- 
Atro Tossavainen (Mr.)               / The Institute of Biotechnology at
Systems Analyst, Techno-Amish &     / the University of Helsinki, Finland,
+358-9-19158939  UNIX Dinosaur     / employs me, but my opinions are my own.
< URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS


From alex at rnp.br  Fri Feb 20 08:29:13 2004
From: alex at rnp.br (Alex Soares de Moura)
Date: Fri, 20 Feb 2004 10:29:13 -0300 (EST)
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
In-Reply-To: <20040220000636.GC11031@moreton.com.au>
References: <01C2B45CAAA9F541AFB100876D088B234D4FBA@ptscorp-exc01.pointserve.com>
	<20040220000636.GC11031@moreton.com.au>
Message-ID: <20040220102540.P84631@haake.nc-rj.rnp.br>


On Fri, 20 Feb 2004, 'Phil Homewood' wrote:

> Date: Fri, 20 Feb 2004 10:06:36 +1000
> From: 'Phil Homewood' 
> Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
>
> Watson, Erik wrote:
> > Thank you very much for responding. Yes I did upgrade perl and no I didn't
> > rebuild mod_perl. Would that cause the error that I am getting:
>
> Indeed it would. Your new DBIx::SB is installed under the new
> perl, not the one that mod_perl was built with. Rebuild your
> mod_perl and be happy.
> --
> Phil Homewood, Systems Janitor, http://www.SnapGear.com

IHMO, it's interesting to recompile _every_ perl dependent package and
perl modules.

my $0.02.

alex


From m-liebman at northwestern.edu  Fri Feb 20 09:21:25 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 20 Feb 2004 09:21:25 -0500
Subject: [rt-users] Viewing downloads in a separate browser
In-Reply-To: 
References: 
	
Message-ID: <20040220142124.GA23004@SDF.LONESTAR.ORG>

On Thu, Feb 19, 2004 at 08:38:03PM -0500, Adolfo Santiago wrote:
> Thanks for the reply.  I kinda already knew that, though...
> 
> What I'm looking for is precisely which file I need to modify.  I've looked
> in the various *History* and *Display*, but can't figure out where the code
> that generates that link is.

Copy /path/to/rt3/share/html/Ticket/Elements/ShowTransaction to
/path/to/rt3/local/html/Elements/ShowTransaction and modify it there.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From rthompson at interpublic.com  Fri Feb 20 10:17:48 2004
From: rthompson at interpublic.com (Ray Thompson)
Date: Fri, 20 Feb 2004 09:17:48 -0600
Subject: [rt-users] Changing rtname (again)
Message-ID: 

Hello,

I'm in the process of moving/ugrading our RT2 instance on one server to RT 3.0.9 on another.  

The RT2 server has an rtname that reflects the old name of our company and the RT3 server's rtname reflects the new company name and department.  

I've made changes to EmailParser.pm as suggested in  http://lists.fsck.com/pipermail/rt-users/2003-August/016193.html; (Thanks Larry!)  RT3 now accepts tickets with either rtname and routes to the correct ticket.  Everything is wonderful.

Is there anything else that I need to be worried about?  There aren't any other RT systems on our network with either of the two rtnames so that's a non-issue.

In the ticket mentioned above it was suggested that all instances of old_rtname be replace with new_rtname in the Transactions table.  Is that necessary?

Thanks. 

-- 
Regards,
Ray Thompson



From george at alink.co.za  Fri Feb 20 10:51:33 2004
From: george at alink.co.za (George Barnett)
Date: Fri, 20 Feb 2004 15:51:33 +0000
Subject: [rt-users] multiple RT interfaces on the same apache server
Message-ID: <40362D05.5090608@alink.co.za>

Hi,

I'm battling to get 2 copies of RT running on the same server.  I'm 
seeing the following:

Feb 20 15:36:16 rtfe01 RT: [Mason] Cannot resolve file to component: 
/usr/local/rt3-ticket-archive/share/html/index.html (is file outside 
component root?) at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 
847.  (/usr/local/rt3/lib/RT.pm:247)

The RT was built to point at /usr/local/rt3-ticket-archive/ - why would 
it be using /usr/local/rt3?

Any ideas?

Cheers,

-- 

George Barnett, Scsa
Reality Engineer

eml: george at alink.co.za
gsm: +44 778 884 7205
www: www.alink.co.za


... A lie can be half way round the world before the truth has got its 
boots on.


From m-liebman at northwestern.edu  Fri Feb 20 10:58:03 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 20 Feb 2004 10:58:03 -0500
Subject: [rt-users] Customizing RT 3.0 -- Best Practices?
In-Reply-To: <002501c3f686$7b1bb5d0$02406118@RUSSROFF>
References: <002501c3f686$7b1bb5d0$02406118@RUSSROFF>
Message-ID: <20040220155803.GB23004@SDF.LONESTAR.ORG>

On Wed, Feb 18, 2004 at 08:19:54PM -0500, Russ Roff wrote:
> Is there anyone who has accomplished any of this yet, or any "best
> practices" in doing such a thing?

The two most important things are to use HTML::Mason's local feature
and the overlay feature of most of the RT API modules. If you are
going to add or customize Mason components put them in
/path/to/rt3/local/html. Leave /path/to/rt3/share/html alone. For code
overlays, make your changes in *_Local.pm. There are a few existing
*_Overlay.pm modules that you can use as a starting point.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From cag at us.ibm.com  Fri Feb 20 11:01:12 2004
From: cag at us.ibm.com (Christian Gilmore)
Date: Fri, 20 Feb 2004 09:01:12 -0700
Subject: [rt-users] Re: rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: <200402201106.07546.cerion@terpsichore.ws>
Message-ID: 

SSLVerifyClient can be set on a per-directory basis, so you can set the 
self-service links that mailgate needs to 'SSLVerifyClient none' or you 
could put up an entirely new virtual host on a separate port perhaps that 
would accept connections from only localhost and would require no SSL 
client verification. You may want to read the mod_ssl reference 
documentation at www.modssl.org. It spells out these options.

Thanks,
Christian

----------------------
Christian Gilmore
Technology Leader, CISSP
GeT Support Application Development
IBM Software Group




Cerion Armour-Brown  
Sent by: rt-users-bounces at lists.bestpractical.com
02/20/04 04:06 AM

To
seph 
cc
rt-users at lists.bestpractical.com
Subject
[rt-users] Re: rt-mailgate problem with 'SSLVerifyClient require'






On Friday 20 February 2004 02:29, seph wrote:
> > Yep - I need this to run over the internet.
> >
> > I would have thought it was possible to set up apache so it didn't
> > require client certs from localhost... but I don't even know if I'm
> > asking the right questions!
> > Cerion
>
> It is possible to set apache up to not require ssl or clients certs or
> whatever from localhost (or any other specific address). Apache's auth
> systems is very flexible, make use of the Satisfy directive and read
> apache's docs. Or search the mailing list hard enough for the last
> time it was posted.
>
> seph

Really appreciate the feedback, but if you mean this:
---
        Alias /rt3/REST/1.0  /opt/rt3/share/html/REST/1.0
        
                Satisfy Any
                Options FollowSymLinks Indexes ExecCGI
                AllowOverride None
                Order deny,allow
                Allow from localhost
        
---
It doesn't work for me, if I also set "SSLVerifyClient require"

Can you verify that it _should_ work?
Thanks,
Cerion

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

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

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From m-liebman at northwestern.edu  Fri Feb 20 11:15:34 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Fri, 20 Feb 2004 11:15:34 -0500
Subject: [rt-users] Interesting RT Reaction to Attachments
In-Reply-To: 
References: <9B0FC33CEC686F42B07A6CBE1D2B1732243444@stilts.us.tgsnopec.com>
	
Message-ID: <20040220161534.GC23004@SDF.LONESTAR.ORG>

On Thu, Feb 19, 2004 at 05:31:38PM -0600, Jason A. Diegmueller wrote:
> Well, I sent the email plain text using Outlook 2003.  I never send HTML
> emails, so I can't comment on that.

If you are sending through an exchange server, it could silently be
converting your text/plain to text/html. Also, even if sending
text/plain email from Outlook you are still at the mercy of its
text/html to text/plain converter which is random at best.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From torsten.brumm at kuehne-nagel.com  Fri Feb 20 11:29:49 2004
From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm)
Date: Fri, 20 Feb 2004 17:29:49 +0100
Subject: [rt-users] Problem attachments under RT3.0.9
Message-ID: 

Hi @ All,

another Problem: If i attach an attachment, this works if the attachment is
smaller than 1 MB, a greater one will not be attached. in the
rt_siteconfig.pm the attachment value is set to 10 mb?!?

And the interessting point: the attachement (greater than 1 mb) will be
shown in the ticket as comment.

Any Ideas ?

Greetings

Torsten Brumm



From sturner at MIT.EDU  Fri Feb 20 11:11:34 2004
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 20 Feb 2004 11:11:34 -0500
Subject: [rt-users] Mason forgets to use local
Message-ID: <5.2.1.1.2.20040220105929.02100570@po14.mit.edu>

I thought I'd find this problem in the archives/FAQs, but I can't...

Some mods I had made to Mason pages mysteriously disappeared
recently from the Web UI, and a new page I had added started to return a 
404 error.
The apache log said:
[error] [Mason] File does not exist: 
/rt/share/html/Ticket/ExtraLargeDisplay.html

Well of course that file doesn't exist, it's in the rt/local hierarchy as 
are my mods
to existing pages.

I stopped & started apache and, magically, my mods and my new page
reappeared.

So my question is, why would Mason suddenly forget to look in the local
area, and why would an apache stop/start jog its memory?

RT 3.0.8, mod_perl 1.29, Mason 1.23

Thanks,
Steve



From doogles at doogles.com  Fri Feb 20 12:01:01 2004
From: doogles at doogles.com (Jason A. Diegmueller)
Date: Fri, 20 Feb 2004 11:01:01 -0600 (CST)
Subject: [rt-users] Interesting RT Reaction to Attachments
In-Reply-To: <20040220161534.GC23004@SDF.LONESTAR.ORG>
References: <9B0FC33CEC686F42B07A6CBE1D2B1732243444@stilts.us.tgsnopec.com>
	
	<20040220161534.GC23004@SDF.LONESTAR.ORG>
Message-ID: 

Confirmed that it has to be something with Exchange, because the same
problem is not exhibited when sending from Pine.

I guess workaround is leave a line or two of whitespace near the top of the
email from Outlook.

Thanks!

-j

On Fri, 20 Feb 2004, Michael S. Liebman wrote:

> On Thu, Feb 19, 2004 at 05:31:38PM -0600, Jason A. Diegmueller wrote:
> > Well, I sent the email plain text using Outlook 2003.  I never send HTML
> > emails, so I can't comment on that.
>
> If you are sending through an exchange server, it could silently be
> converting your text/plain to text/html. Also, even if sending
> text/plain email from Outlook you are still at the mercy of its
> text/html to text/plain converter which is random at best.
>
> Michael
> --
> Michael S. Liebman                      m-liebman at northwestern.edu
>                   http://msl521.freeshell.org/
> "I have vision and the rest of the world wears bifocals."
>         -Paul Newman in "Butch Cassidy & the Sundance Kid"
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>


From sean.perry at intransa.com  Fri Feb 20 11:46:03 2004
From: sean.perry at intransa.com (Sean Perry)
Date: Fri, 20 Feb 2004 08:46:03 -0800
Subject: [rt-users] repost: implementing policies
Message-ID: <403639CB.8080704@intransa.com>

(My last posting managed to slip through the cracks, so let's try again)

How are people on this list dealing with ticket policies?  For instance, 
I would like to prevent people from closing tickets if they did not 
specify how long they worked on the ticket.  Or prevent any ticket from 
being closed on the General queue.

Currently, I have hacked up the code in the html files to deal with 
this.  However it is not scaling well and feels a bit of a kluge.

Can this be handled in the library somehow?  Can I fail an operation and 
return a useful "Tickets must have time worked to be closed" message?


From dans at audifans.com  Fri Feb 20 11:51:29 2004
From: dans at audifans.com (Dan Simoes)
Date: Fri, 20 Feb 2004 11:51:29 -0500
Subject: [rt-users] RT on gentoo
Message-ID: <40363B11.2030406@audifans.com>

I'm having a hard time getting RT to install on a gentoo system.  If 
anyone has any guidance, please let me know.  I know there is no ebuild 
(portage) for gentoo except for a half-baked one from July or so.  I 
used RT a few years back and don't recall it being this hard to get 
going, but I'm looking forward to using it again.  Thanks.



From mailbag at anothernet.com  Fri Feb 20 11:55:42 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Fri, 20 Feb 2004 11:55:42 -0500
Subject: [rt-users] Viewing tickets with activity in the last X hours
Message-ID: 

How do you create a search, that can be saved and works when clicked on,
that allows you to view tickets with activity (last update) in the last X
hours?

We have the search criteria down on RT 3.0.8.  For example, if we want to
view all tickets updated in the last 12 hours, and we are on the U.S. east
coast, which is GMT -5 hours:

Last Updated | After | -17 Hours

The -17 hours = going back 12 hours (-12) + -5 hours because the database
deals in GMT.  It is very important to specify "hours".

The problem is that bookmarks we save with this criteria don't work.  They
end up giving us random results, usually based on other criteria we may have
had in view before we clicked on the bookmark.

What are we doing wrong?  We are clicking on the "Bookmarkable URL for this
search" link before saving the bookmark.

And, is there any way around the GMT thing?  People are really barking at
having to do the math, even as amazingly simple as it is (number of hours
going back + 5, add a negative sign in front and the text "hours" at the
end).

Thanks.

Chago




From phurley at tacc.utexas.edu  Fri Feb 20 12:01:55 2004
From: phurley at tacc.utexas.edu (Patrick Hurley)
Date: Fri, 20 Feb 2004 11:01:55 -0600
Subject: [rt-users] RT on gentoo
Message-ID: 

> I'm having a hard time getting RT to install on a gentoo system.  If
> anyone has any guidance, please let me know.  I know there is no
ebuild
> (portage) for gentoo except for a half-baked one from July or so.  I
> used RT a few years back and don't recall it being this hard to get
> going, but I'm looking forward to using it again.  Thanks.

I just completed an install of RT 3.0.9 w/ MySQL on gentoo, but I
haven't done too much testing to make sure it functions properly -- I
know I can login, and that's about it.

But I just followed the RT install guidelines, and they seemed to work.
The few difficulties I ran into:

1) Statically compiling apache 1.3 w/ mod_perl.  Lots o' discussions on
gentoo forums about doing this, and apparently it's not really possible
to do this through in ebuild.  I went ahead and just emerged apache 1.3
with mod_perl as a DSO, just purely out of curiosity in seeing what
would happen.  

2) Perl modules, of course.  Same kind of problems I had with Red Hat.
I didn't really use ebuilds for the perl modules, as they are not really
up to date.  So I manually CPAN'd all of them.  A couple I had to
manually compile and install.  If I remember correctly, there was in
issue with the mod_perl tests with Apache::Test and/or libapreq -- the
tests kept failing, I installed anyway, and all seems fine.

I think that's about it.


ph.



From kfh at mqsoftware.com  Fri Feb 20 12:02:43 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Fri, 20 Feb 2004 11:02:43 -0600
Subject: [rt-users] Problem attachments under RT3.0.9
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A136C@mailservermn.mqsoftware.com>

There's a seting in MySQL (I'm assuming that this is what you're using)
that defaults to 1mb.  I can't remember the setting off the top of my
head, but google should be able to find it.  You have to make sure it's
as large as the largest attachment you want to store.
-Kelly

> -----Original Message-----
> From: HAM MI-IH / Torsten Brumm
[mailto:torsten.brumm at kuehne-nagel.com]
> Sent: Friday, February 20, 2004 10:30 AM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Problem attachments under RT3.0.9
> 
> Hi @ All,
> 
> another Problem: If i attach an attachment, this works if the
attachment
> is
> smaller than 1 MB, a greater one will not be attached. in the
> rt_siteconfig.pm the attachment value is set to 10 mb?!?
> 
> And the interessting point: the attachement (greater than 1 mb) will
be
> shown in the ticket as comment.
> 
> Any Ideas ?
> 
> Greetings
> 
> Torsten Brumm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm



From dans at audifans.com  Fri Feb 20 12:06:48 2004
From: dans at audifans.com (Dan Simoes)
Date: Fri, 20 Feb 2004 12:06:48 -0500
Subject: [rt-users] RT on gentoo
In-Reply-To: 
References: 
Message-ID: <40363EA8.4080706@audifans.com>

Thanks for your reply.  I'm using apache2, but that's not even an issue yet.
I really want to do as much as I can via portage, and avoid CPAN.
I'm down to only 4 or so missing ebuilds.

gentoo is becoming quite popular these days and I think it would be a 
good addition to the FAQ.

Patrick Hurley wrote:

>>I'm having a hard time getting RT to install on a gentoo system.  If
>>anyone has any guidance, please let me know.  I know there is no
>>    
>>
>ebuild
>  
>
>>(portage) for gentoo except for a half-baked one from July or so.  I
>>used RT a few years back and don't recall it being this hard to get
>>going, but I'm looking forward to using it again.  Thanks.
>>    
>>
>
>I just completed an install of RT 3.0.9 w/ MySQL on gentoo, but I
>haven't done too much testing to make sure it functions properly -- I
>know I can login, and that's about it.
>
>But I just followed the RT install guidelines, and they seemed to work.
>The few difficulties I ran into:
>
>1) Statically compiling apache 1.3 w/ mod_perl.  Lots o' discussions on
>gentoo forums about doing this, and apparently it's not really possible
>to do this through in ebuild.  I went ahead and just emerged apache 1.3
>with mod_perl as a DSO, just purely out of curiosity in seeing what
>would happen.  
>
>2) Perl modules, of course.  Same kind of problems I had with Red Hat.
>I didn't really use ebuilds for the perl modules, as they are not really
>up to date.  So I manually CPAN'd all of them.  A couple I had to
>manually compile and install.  If I remember correctly, there was in
>issue with the mod_perl tests with Apache::Test and/or libapreq -- the
>tests kept failing, I installed anyway, and all seems fine.
>
>I think that's about it.
>
>
>ph.
>
>  
>



From mailbag at anothernet.com  Fri Feb 20 12:44:34 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Fri, 20 Feb 2004 12:44:34 -0500
Subject: [rt-users] Viewing downloads in a separate browser
In-Reply-To: <20040220142124.GA23004@SDF.LONESTAR.ORG>
Message-ID: 

Thanks!  I will give that a try.

One question about the paths you mentioned... I see a lot of people
referring to (in my case):

/opt/rt3/local/html/...

That directory exists on my system, but there is current nothing in it.
Does RT3 look in there first, and then in /opt/rt3/share/html/...?

Thanks!

Chago


> -----Original Message-----
> From: Michael S. Liebman [mailto:m-liebman at northwestern.edu]
> Sent: Friday, February 20, 2004 9:21 AM
> To: Adolfo Santiago
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Viewing downloads in a separate browser
>
>
> On Thu, Feb 19, 2004 at 08:38:03PM -0500, Adolfo Santiago wrote:
> > Thanks for the reply.  I kinda already knew that, though...
> >
> > What I'm looking for is precisely which file I need to modify.
> I've looked
> > in the various *History* and *Display*, but can't figure out
> where the code
> > that generates that link is.
>
> Copy /path/to/rt3/share/html/Ticket/Elements/ShowTransaction to
> /path/to/rt3/local/html/Elements/ShowTransaction and modify it there.
>
> Michael
> --
> Michael S. Liebman                      m-liebman at northwestern.edu
>                   http://msl521.freeshell.org/
> "I have vision and the rest of the world wears bifocals."
>         -Paul Newman in "Butch Cassidy & the Sundance Kid"
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From pjsm at fct.unl.pt  Fri Feb 20 12:49:10 2004
From: pjsm at fct.unl.pt (Paulo Matos)
Date: Fri, 20 Feb 2004 17:49:10 +0000 (WET)
Subject: [rt-users] RT on gentoo
In-Reply-To: <40363B11.2030406@audifans.com>
References: <40363B11.2030406@audifans.com>
Message-ID: 

On Fri, 20 Feb 2004, Dan Simoes wrote:

> I'm having a hard time getting RT to install on a gentoo system.  If 
> anyone has any guidance, please let me know.  I know there is no ebuild 
> (portage) for gentoo except for a half-baked one from July or so.  I 
> used RT a few years back and don't recall it being this hard to get 
> going, but I'm looking forward to using it again.  Thanks.

I'll give you some pointers that might help. Doing an ebuild for 3.0.9 
might not be so hard using the work that already haas been done.

To deal with perl modules Gentoo has done something very interesting it, i.e.
# g-cpan.pl MODULE
makes a .ebuild and installs the module 

(very similar tools are cpan2rpm for RPM, http://perl.arix.com/cpan2rpm/
and dh-make-perl for DEBs)


Pointers
--------
* Gentoo Forum discussion on this
http://forums.gentoo.org/viewtopic.php?t=52692&start=50

*RT ebuild (for 3.0.1 and 3.0.4)
http://josiah.ritchietribe.net/RT.net-www.tar.gz
 +CVS used for this package (development stop apparently)
  http://cvs.extros.ca/cgi-bin/viewcvs.cgi/RT-Gentoo/net-www/



	Hope this helps,

--
	Paulo Matos
 ----------------------------------- ----------------------------------
|Sys & Net Admin                    | Servi?o de Inform?tica           |
|Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596             |
|Universidade Nova de Lisboa        | Fax: +351-21-2948548             |
|P-2829-516 Caparica                | e-Mail: pjsm at fct.unl.pt          |
 ----------------------------------- ----------------------------------


From mailbag at anothernet.com  Fri Feb 20 12:56:13 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Fri, 20 Feb 2004 12:56:13 -0500
Subject: [rt-users] Viewing downloads in a separate browser
In-Reply-To: <20040220142124.GA23004@SDF.LONESTAR.ORG>
Message-ID: 

I found the spot to make the change.  For posterity, it was this line:

Original:

<&|/l&>Download <% $message->Filename || loc('(untitled)')
%> <% $size %>

Modified:
                      |
                      V
<&|/l&>Download <% $message->Filename || loc('(untitled)')
%> <% $size %>

Now, attachments open in a separate browser.

As we used to say in the military: "Works great, lasts a long time."

Thanks!

Chago


> -----Original Message-----
> From: Michael S. Liebman [mailto:m-liebman at northwestern.edu]
> Sent: Friday, February 20, 2004 9:21 AM
> To: Adolfo Santiago
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Viewing downloads in a separate browser
>
>
> On Thu, Feb 19, 2004 at 08:38:03PM -0500, Adolfo Santiago wrote:
> > Thanks for the reply.  I kinda already knew that, though...
> >
> > What I'm looking for is precisely which file I need to modify.
> I've looked
> > in the various *History* and *Display*, but can't figure out
> where the code
> > that generates that link is.
>
> Copy /path/to/rt3/share/html/Ticket/Elements/ShowTransaction to
> /path/to/rt3/local/html/Elements/ShowTransaction and modify it there.
>
> Michael
> --
> Michael S. Liebman                      m-liebman at northwestern.edu
>                   http://msl521.freeshell.org/
> "I have vision and the rest of the world wears bifocals."
>         -Paul Newman in "Butch Cassidy & the Sundance Kid"
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From mailbag at anothernet.com  Fri Feb 20 13:13:42 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Fri, 20 Feb 2004 13:13:42 -0500
Subject: [rt-users] Problem attachments under RT3.0.9
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A136C@mailservermn.mqsoftware.com>
Message-ID: 

Isn't it "max_allowed_packet".

Chago


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Kelly F.
> Hickel
> Sent: Friday, February 20, 2004 12:03 PM
> To: HAM MI-IH / Torsten Brumm; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Problem attachments under RT3.0.9
> 
> 
> There's a seting in MySQL (I'm assuming that this is what you're using)
> that defaults to 1mb.  I can't remember the setting off the top of my
> head, but google should be able to find it.  You have to make sure it's
> as large as the largest attachment you want to store.
> -Kelly
> 
> > -----Original Message-----
> > From: HAM MI-IH / Torsten Brumm
> [mailto:torsten.brumm at kuehne-nagel.com]
> > Sent: Friday, February 20, 2004 10:30 AM
> > To: rt-users at lists.bestpractical.com
> > Subject: [rt-users] Problem attachments under RT3.0.9
> > 
> > Hi @ All,
> > 
> > another Problem: If i attach an attachment, this works if the
> attachment
> > is
> > smaller than 1 MB, a greater one will not be attached. in the
> > rt_siteconfig.pm the attachment value is set to 10 mb?!?
> > 
> > And the interessting point: the attachement (greater than 1 mb) will
> be
> > shown in the ticket as comment.
> > 
> > Any Ideas ?
> > 
> > Greetings
> > 
> > Torsten Brumm
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > 
> > Have you read the FAQ? The RT FAQ Manager lives at
> http://fsck.com/rtfm
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> 
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
> 



From patl at fusemail.com  Fri Feb 20 13:19:57 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Fri, 20 Feb 2004 13:19:57 -0500
Subject: [rt-users] Inter-RT communication
In-Reply-To: <1077261704.1539.8.camel@munter>
References: <001201c3f6fc$99598c40$4501a8c0@pchalliev>
	<1077261704.1539.8.camel@munter>
Message-ID: <1077301197.29757.36.camel@pc087.unigiciel.com>

Hi,

I currently manage 2 RT installations. One for our Customer Support
office and an internal one for our IT departement.

I'm wondering if it is possible to forward or refer to tickets to other
RT installations. I've seen somewhere that Best Practical products use
URIs of the form:

    fsck.com-rt://croesus.com/ticket/1102

to refer to objects. Can these be used in some way to communicate
between different RT installations?

Patrick



From patl at fusemail.com  Fri Feb 20 13:26:07 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Fri, 20 Feb 2004 13:26:07 -0500
Subject: [rt-users] Attachments in the file system?
In-Reply-To: <40363B11.2030406@audifans.com>
References: <40363B11.2030406@audifans.com>
Message-ID: <1077301567.29757.43.camel@pc087.unigiciel.com>

Hi,

Our requestors regularly send in very large attachments in thre emails
and the database is getting fairly big.

What I would like to do is save attachments on the file system instead
of in the database, i.e. in:

	/var/www/html/rt/attachments/[TicketId]/[TransactionId]/[AttachmentId]/filename

Then I could have the attachment URLs point directly to the file on disk
instead of in the database.

Has anyone ever modified RT in this fashion? I'm thinking it shouldn't
be to hard, but maybe I'm wrong...

Patrick



From jritchie at bible.edu  Fri Feb 20 14:12:36 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Fri, 20 Feb 2004 14:12:36 -0500
Subject: [rt-users] RT on gentoo
In-Reply-To: <40363B11.2030406@audifans.com>
References: <40363B11.2030406@audifans.com>
Message-ID: <20040220141236.4b156271.jritchie@bible.edu>

Dan Simoes scripted ::

>I'm having a hard time getting RT to install on a gentoo system.  If 
>anyone has any guidance, please let me know.  I know there is no
>ebuild (portage) for gentoo except for a half-baked one from July or
>so.  I used RT a few years back and don't recall it being this hard
>to get going, but I'm looking forward to using it again.  Thanks.

I just did it and I (flickerfly) was largely involved in that
half-baked version (it was pretty bad). Just too many depends. That's
one of the few failings of Portage IMHO. They don't seem to want to
integrate it with CPAN and they don't keep the modules up-to-date.
Eventually I'll learn enough of something to get it done for myself.

Your best bet is to just use CPAN and get what you need from there.
Gentoo doesn't have the right versions of thing and if you do get some
installed, you'll be consistently asked to downgrade until they get
them, which for most hasn't happened for almost a year now.

If you read the README on RT, there is a script that will check
depends and install what it can't find. There was one I had to do in
CPAN manually. I also had to use Apache 1.3 and mod_perl 1.27, but I
got both out of Portage after some convincing. RT and Perl Mods are
the only thing I did outside of Portage.

Anyway, it's very possible. I've actually had it running on three
different Gentoo systems at this point. I've put issues in and out. I
haven't been terribly deep in my testing, but no problems. I'm working
on getting Exchange to keep from blocking messages to postfix on my
network and than get NT Domain/AD Authentication working and this'll
be ready for handling real work.

It's been kinda a side project until last week or so.

JSR/


From jritchie at bible.edu  Fri Feb 20 14:17:29 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Fri, 20 Feb 2004 14:17:29 -0500
Subject: [rt-users] AD/NT Authentication
Message-ID: <20040220141729.0d081590.jritchie@bible.edu>

I have managed to get Apache to Authenticate the RT site with the AD
server using Apache::AuthenSmb. (Thanks to Rick Rezinas for some hacks
to Smb.pm!) That only adds a second authentication to RT though. I'm
still getting the RT specific login screen. Can I tell it to use
Apache Authentication instead of it's own somehow? I seem to remember
hearing this was possible, but haven't been able to find information
in it through google or pushing around the wiki.

I expect it's a setting somewhere. If it's in a document, I'd prefer
to read my way through rather than waste you time. Just need a
pointer.

Thanks,
JSR/


From rick.rezinas at qsent.com  Fri Feb 20 14:08:44 2004
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Fri, 20 Feb 2004 11:08:44 -0800
Subject: [rt-users] AD/NT Authentication
In-Reply-To: <20040220141729.0d081590.jritchie@bible.edu>
References: <20040220141729.0d081590.jritchie@bible.edu>
Message-ID: <20040220190844.GF4645@yeti.qsent.com>

make sure this is set in your RT SiteConfig file:

Set($WebExternalAuth , 1 );

rick

On Fri, 20 Feb 2004, Josiah Ritchie wrote:

> I have managed to get Apache to Authenticate the RT site with the AD
> server using Apache::AuthenSmb. (Thanks to Rick Rezinas for some hacks
> to Smb.pm!) That only adds a second authentication to RT though. I'm
> still getting the RT specific login screen. Can I tell it to use
> Apache Authentication instead of it's own somehow? I seem to remember
> hearing this was possible, but haven't been able to find information
> in it through google or pushing around the wiki.
> 
> I expect it's a setting somewhere. If it's in a document, I'd prefer
> to read my way through rather than waste you time. Just need a
> pointer.
> 
> Thanks,
> JSR/
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

--
Rick Rezinas
Unix Systems Administrator
Qsent, Inc.


When Gladstone was British Prime Minister he visited Michael Faraday's
laboratory and asked if some esoteric substance called `Electricity'
would ever have practical significance.
"One day, sir, you will tax it," was the answer.
					        	-- Science, 1994



From jesse at bestpractical.com  Fri Feb 20 14:20:08 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 20 Feb 2004 14:20:08 -0500
Subject: [rt-users] Inter-RT communication
In-Reply-To: <1077301197.29757.36.camel@pc087.unigiciel.com>
References: <001201c3f6fc$99598c40$4501a8c0@pchalliev>
	<1077261704.1539.8.camel@munter>
	<1077301197.29757.36.camel@pc087.unigiciel.com>
Message-ID: 

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


On Feb 20, 2004, at 1:19 PM, Patrick LeBoutillier wrote:

> Hi,
>
> I currently manage 2 RT installations. One for our Customer Support
> office and an internal one for our IT departement.
>
> I'm wondering if it is possible to forward or refer to tickets to other
> RT installations. I've seen somewhere that Best Practical products use
> URIs of the form:
>
>     fsck.com-rt://croesus.com/ticket/1102
>
> to refer to objects. Can these be used in some way to communicate
> between different RT installations?


It's something we did some initial design work on a while back, but 
haven't yet written code to support.

Best,

	Jesse



> Patrick
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.3 (Darwin)

iD8DBQFANl3wQaM/s3DrrJARApOuAJ9J47uA9F3r7Y0tePlO/HMKUq2GrACfcKV/
1KChXRSLGyDToS2Mpctg0V0=
=HRNX
-----END PGP SIGNATURE-----



From jritchie at bible.edu  Fri Feb 20 14:39:09 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Fri, 20 Feb 2004 14:39:09 -0500
Subject: [rt-users] AD/NT Authentication
In-Reply-To: <20040220190844.GF4645@yeti.qsent.com>
References: <20040220141729.0d081590.jritchie@bible.edu>
	<20040220190844.GF4645@yeti.qsent.com>
Message-ID: <20040220143909.7be0c6eb.jritchie@bible.edu>

Rick Rezinas scripted ::

>make sure this is set in your RT SiteConfig file:
>
>Set($WebExternalAuth , 1 );

That seemed to only work for users that I already have in the RT db.
You got me in the right place though. I found this and it finished it
all up.

Set($WebExternalAuto , 1);

Thanks for all your help Rick. You've been priceless getting this
thing running. :-) It would have taken me infinitely longer without
your help. I have one last thing with postfix, but I think I'll take
that to the postfix list.

JSR/


From mbrletic at visalia.k12.ca.us  Fri Feb 20 14:50:09 2004
From: mbrletic at visalia.k12.ca.us (Mat Brletic)
Date: Fri, 20 Feb 2004 11:50:09 -0800
Subject: [rt-users] "Notify Other Recipients"
Message-ID: <403664F1.5030405@visalia.k12.ca.us>

Hello.

Does anyone know how and where to specify the email addresses when using 
an action of  "Notify Other Recipients" in a Scrip ?

Mat



From nevans at fedex.com  Fri Feb 20 14:49:23 2004
From: nevans at fedex.com (Nathan Evans)
Date: Fri, 20 Feb 2004 13:49:23 -0600
Subject: [rt-users] Numeric usernames don't work
Message-ID: <304E38B7F0C51E4993C7D316A5B517920160BCD5@MEMEXCH02V.corp.ds.fedex.com>

I tried creating a username with an all numeric ID (e.g. "12345"). When
I try to login, I get "Error Your username or password is incorrect".
However, if I put an alphabetic character in the username, it works
fine.

Is there a reason my configuration won't accept a totally numeric
username? BTW, employees are issued numeric userids.

RH8/RT3.0.8/mysql3.23.58/apache1.3.29+mod_perl/perl5.8.3/

Thanks

Nathan Evans




From JChen at paymentone.com  Fri Feb 20 18:13:29 2004
From: JChen at paymentone.com (Jonathan Chen)
Date: Fri, 20 Feb 2004 15:13:29 -0800
Subject: [rt-users] RT Statistics Error
Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7D7@CPMAL00.corpnet.p1.local>

Hello all,

I've tried to figure this problem out what's causing Statistics addon to spit out these error msgs and I seem to be stumped.   I thought it might be dir/file ownership, changed from root:bin to rt3:rt3 like the /opt/rt3 folder and that did not resolve the issue.    Now I am a bit stuck  as to what is causing this...   It only happens with RT Statistics...

rt.log 
[Fri Feb 20 22:43:58 2004] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.
pm:355

apache error log
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Trying to check R
T::Queue rights for an unspecified RT::Queue at /opt/rt3/lib/RT/Principal_Overlay.pm line 354, referer: http://request.tracker.ip.com/rt/Sta
tistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      RT::Principa
l::HasRight('RT::Principal=HASH(0x92fd57c)','Object','RT::Queue=HASH(0x92b8d3c)','Right','SeeQueue') called at /opt/rt3/lib/RT/User_
Overlay.pm line 1450, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      RT::User::Ha
sRight('RT::User=HASH(0x92f41f4)','Object','RT::Queue=HASH(0x92b8d3c)','Right','SeeQueue') called at /opt/rt3/lib/RT/CurrentUser.pm 
line 305, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      RT::CurrentU
ser::HasRight('RT::CurrentUser=HASH(0x8c2a804)','Object','RT::Queue=HASH(0x92b8d3c)','Right','SeeQueue') called at /opt/rt3/lib/RT/Q
ueue_Overlay.pm line 1004, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      RT::Queue::H
asRight('RT::Queue=HASH(0x92b8d3c)','Principal','RT::CurrentUser=HASH(0x8c2a804)','Right','SeeQueue') called at /opt/rt3/lib/RT/Queu
e_Overlay.pm line 970, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      RT::Queue::C
urrentUserHasRight('RT::Queue=HASH(0x92b8d3c)','SeeQueue') called at /opt/rt3/local/html/Statistics/CallsMultiQueue/index.html line 
21, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      HTML::Mason:
:Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134, referer: http://request.tracker.ip.com/rt/S
tatistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      HTML::Mason:
:Component::run('HTML::Mason::Component::FileBased=HASH(0x8c21588)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm 
line 1074, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      eval {...} c
alled at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/
index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      HTML::Mason:
:Request::comp('undef','undef') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760, referer: http://172.16.200.
200/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      HTML::Mason:
:Request::call_next('HTML::Mason::Request::CGI=HASH(0x8c1df58)') called at /opt/rt3/share/html/autohandler line 189, referer: http:/
/request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      HTML::Mason:
:Commands::__ANON__() called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134, referer: http://request.tracker.ip.com/rt/S
tatistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      HTML::Mason:
:Component::run('HTML::Mason::Component::FileBased=HASH(0x8c228f0)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm 
line 1069, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      eval {...} c
alled at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068, referer: http://request.tracker.ip.com/rt/Statistics/CallsQueueDay/
index.html
[Fri Feb 20 14:43:58 2004] [error] [client 172.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr:      HTML::Mason:
:Request::comp('undef','undef','undef') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338, referer: http://172
.16.200.200/rt/Statistics/CallsQueueDay/index.html



From ewatson at pointserve.com  Fri Feb 20 18:22:28 2004
From: ewatson at pointserve.com (Watson, Erik)
Date: Fri, 20 Feb 2004 17:22:28 -0600
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
Message-ID: <01C2B45CAAA9F541AFB100876D088B234D4FEF@ptscorp-exc01.pointserve.com>

Well I am starting over.... New box, new os, everything by source

Wish me luck

Erik 



-----Original Message-----
From: Alex Soares de Moura [mailto:alex at rnp.br] 
Sent: Friday, February 20, 2004 7:29 AM
To: 'rt-users at lists.fsck.com'
Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9



On Fri, 20 Feb 2004, 'Phil Homewood' wrote:

> Date: Fri, 20 Feb 2004 10:06:36 +1000
> From: 'Phil Homewood' 
> Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
>
> Watson, Erik wrote:
> > Thank you very much for responding. Yes I did upgrade perl and no I 
> > didn't rebuild mod_perl. Would that cause the error that I am 
> > getting:
>
> Indeed it would. Your new DBIx::SB is installed under the new perl, 
> not the one that mod_perl was built with. Rebuild your mod_perl and be 
> happy.
> --
> Phil Homewood, Systems Janitor, http://www.SnapGear.com

IHMO, it's interesting to recompile _every_ perl dependent package and perl
modules.

my $0.02.

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

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


From nate at natetech.com  Fri Feb 20 18:23:06 2004
From: nate at natetech.com (Nate Duehr)
Date: Fri, 20 Feb 2004 16:23:06 -0700
Subject: [rt-users] Problem attachments under RT3.0.9
In-Reply-To: 
References: 
Message-ID: 


On Feb 20, 2004, at 11:13 AM, Adolfo Santiago wrote:

> Isn't it "max_allowed_packet".

Yes.

Nate Duehr, nate at natetech.com



From seph at directionless.org  Fri Feb 20 19:33:39 2004
From: seph at directionless.org (seph)
Date: Fri, 20 Feb 2004 19:33:39 -0500
Subject: [rt-users] Re: multiple RT interfaces on the same apache server
In-Reply-To: <40362D05.5090608@alink.co.za> (George Barnett's message of
	"Fri, 20 Feb 2004 15:51:33 +0000")
References: <40362D05.5090608@alink.co.za>
Message-ID: 

> I'm battling to get 2 copies of RT running on the same server.  I'm
> seeing the following:

are you trying to get them to run in the same apache? If you're using
mod_perl, you can only have 1. You should be able to have multiple
instances with fastcgi though, and of course, by running multiple apaches.

seph


From seph at directionless.org  Fri Feb 20 19:49:52 2004
From: seph at directionless.org (seph)
Date: Fri, 20 Feb 2004 19:49:52 -0500
Subject: [rt-users] Re: AD/NT Authentication
In-Reply-To: <20040220143909.7be0c6eb.jritchie@bible.edu> (Josiah Ritchie's
	message of "Fri, 20 Feb 2004 14:39:09 -0500")
References: <20040220141729.0d081590.jritchie@bible.edu>
	<20040220190844.GF4645@yeti.qsent.com>
	<20040220143909.7be0c6eb.jritchie@bible.edu>
Message-ID: 

>>Set($WebExternalAuth , 1 );
>
> That seemed to only work for users that I already have in the RT db.
> You got me in the right place though. I found this and it finished it
> all up.

That's correct, rt still needs to have its own concept of the
user. I've seen patches to make rt use an external user db, but I
tend to prefer having rt autocreate users as needed. There's a setting
that controls whether rt autocreates authenticated web users, and an
overlayable function (in Interface/Web) that sets the user info.

seph


From cubic at acronis.ru  Sat Feb 21 05:21:15 2004
From: cubic at acronis.ru (Ruslan U. Zakirov)
Date: Sat, 21 Feb 2004 13:21:15 +0300
Subject: [rt-users] Viewing downloads in a separate browser
In-Reply-To: 
References: 
Message-ID: <4037311B.9070800@acronis.ru>

Adolfo Santiago wrote:
> Thanks!  I will give that a try.
> 
> One question about the paths you mentioned... I see a lot of people
> referring to (in my case):
> 
> /opt/rt3/local/html/...
> 
> That directory exists on my system, but there is current nothing in it.
> Does RT3 look in there first, and then in /opt/rt3/share/html/...?
Yes, you are right here. It's specialy for overriding things. Just be 
carefull on upgrade, ShowTransaction could be changed in new version, 
but you'll never see this.
		Best regards. Ruslan.
> 
> Thanks!
> 
> Chago
> 
> 


From cerion at terpsichore.ws  Sat Feb 21 05:35:22 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Sat, 21 Feb 2004 11:35:22 +0100
Subject: [rt-users] Re: rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: 
References: 
Message-ID: <200402211135.23333.cerion@terpsichore.ws>

On Friday 20 February 2004 17:01, Christian Gilmore wrote:
> SSLVerifyClient can be set on a per-directory basis, so you can set the
> self-service links that mailgate needs to 'SSLVerifyClient none' or you
> could put up an entirely new virtual host on a separate port perhaps that
> would accept connections from only localhost and would require no SSL
> client verification. You may want to read the mod_ssl reference
> documentation at www.modssl.org. It spells out these options.
> Thanks,
> Christian

Many thanks for all the pointers - perhaps I should have figured this out, but 
really helps having some confirmation I'm on the right lines...
I implemented the separate virtual host idea - that works fine - but can't get 
the other way (of putting everything in one virtual host) to work yet... if 
anyone felt like posting their http.conf snippet for this, I'd appreciate it 
a LOT!
Thanks again,
Cerion



From iqbala at qwestip.net  Sat Feb 21 19:12:26 2004
From: iqbala at qwestip.net (Asif Iqbal)
Date: Sat, 21 Feb 2004 19:12:26 -0500
Subject: [rt-users] Changing the "Don't refresh this page" default?
In-Reply-To: 
References: <01a101c3f113$dce91000$0300a8c0@smokelaptop>
	
Message-ID: <20040222001226.GA7105@qwestip.net>

Espen Wiborg wrote:
> "Eric Hunter"  writes:
> > Is it an easy thing to change?  It would be better to have it
> > default to 2 or 5 minutes for us... :)
> 
> Make a local copy of share/html/index.html and add the following to
> the %init section:
> 
> unless ($session{'home_refresh_interval'}) {
>     $session{'home_refresh_interval'} = 120;  # Value in seconds.
> }
> 
> Warning:  Untested code!
> 


It is working for my firefox and ie browser. Thanks -

> -- 
> Espen Wiborg 
> Java is a WORA language! (Write Once, Run Away)
> 	-- James Vandenberg (on progstone at egroups.com)
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
There's no place like 127.0.0.1


From autrijus at autrijus.org  Sat Feb 21 21:06:18 2004
From: autrijus at autrijus.org (Autrijus Tang)
Date: Sun, 22 Feb 2004 10:06:18 +0800
Subject: [rt-users] 3.0.9-win32 - testers wanted
Message-ID: <20040222020618.GA26888@aut.dyndns.org>

The 3.0.9-based win32 package is out:

    http://p4.elixus.org/dist/rt-3.0.9pre1.exe
    1,099,277 bytes

This version features a drastically different system for
outgoing (and eventually incoming, in rt 3.0.10) mails,
based on the "emailrelay" project.

Also, the Apache2 configuration has been changed
to use  instead of .

There should be no user-visible changes; set the SMTP
gateway and Reply-To as usual.  Upgrading should be
straightforward.

However, I have only done limited testing on my WinXP Home
machine, so I am not 100% certain that it will not fail
in some unpredictable ways.

I'll appreciate any feedbacks.  Also, do not forget to
back up your database before upgrading. :-)

Thanks,
/Autrijus/
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From ewatson at pointserve.com  Sun Feb 22 01:31:36 2004
From: ewatson at pointserve.com (Watson, Erik)
Date: Sun, 22 Feb 2004 00:31:36 -0600
Subject: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
Message-ID: <01C2B45CAAA9F541AFB100876D088B2354C1C0@ptscorp-exc01.pointserve.com>

I almost have it back up and running correctly, now all I am getting is...

[root at rt3 apache_1.3.29]# /usr/local/apache/bin/apachectl start Odd number
of elements in hash assignment at
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line 154. [Sun
Feb 22 02:04:34 2004] [error] unknown field mod_perl must be compiled with
PERL_METHOD_HANDLERS=1 (or EVERYTHING=1) to use  passed to constructor for
class HTML::Mason::ExceptionCompilation failed in require at
/opt/rt3/bin/webmux.pl line 57. BEGIN failed--compilation aborted at
/opt/rt3/bin/webmux.pl line 63. Compilation failed in require at (eval 5)
line 1.

Syntax error on line 957 of /usr/local/apache/conf/httpd.conf:
unknown field mod_perl must be compiled with PERL_METHOD_HANDLERS=1 (or
EVERYTHING=1) to use  passed to constructor for class
HTML::Mason::ExceptionCompilation failed in require at
/opt/rt3/bin/webmux.pl line 57. BEGIN failed--compilation aborted at
/opt/rt3/bin/webmux.pl line 63. Compilation failed in require at (eval 5)
line 1.

/usr/local/apache/bin/apachectl start: httpd could not be started


I have compiled mod_perl with EVERYTHING=1 and it didn't help. Any
suggestions would be appreciated.

Thanks,
Erik

-----Original Message-----
From: Cerion Armour-Brown [mailto:cerion at terpsichore.ws] 
Sent: Friday, February 20, 2004 5:45 PM
To: Watson, Erik
Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9


Just done the same - In case you haven't come across them before, this guys'

scripts are really handy for everything bar RT:
http://englanders.cc/~jason/howtos.php
good luck!
Cerion


On Saturday 21 February 2004 00:22, Watson, Erik wrote:
> Well I am starting over.... New box, new os, everything by source
>
> Wish me luck
>
> Erik
>
>
>
> -----Original Message-----
> From: Alex Soares de Moura [mailto:alex at rnp.br]
> Sent: Friday, February 20, 2004 7:29 AM
> To: 'rt-users at lists.fsck.com'
> Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
>
> On Fri, 20 Feb 2004, 'Phil Homewood' wrote:
> > Date: Fri, 20 Feb 2004 10:06:36 +1000
> > From: 'Phil Homewood' 
> > Subject: Re: [rt-users] Failed upgrade from 3.0.8 to 3.0.9
> >
> > Watson, Erik wrote:
> > > Thank you very much for responding. Yes I did upgrade perl and no I
> > > didn't rebuild mod_perl. Would that cause the error that I am
> > > getting:
> >
> > Indeed it would. Your new DBIx::SB is installed under the new perl,
> > not the one that mod_perl was built with. Rebuild your mod_perl and be
> > happy.
> > --
> > Phil Homewood, Systems Janitor, http://www.SnapGear.com
>
> IHMO, it's interesting to recompile _every_ perl dependent package and
perl
> modules.
>
> my $0.02.
>
> alex
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


From linux at trusoft.co.za  Sun Feb 22 07:43:23 2004
From: linux at trusoft.co.za (Andre Truter)
Date: Sun, 22 Feb 2004 14:43:23 +0200
Subject: [rt-users] Setting up Apache 1.3 for RT3 without virtual host
Message-ID: <1077453802.2994.64.camel@obelix.linux.bogus>

Hi All,

I have to set up a Request Tracker site and I managed to get it set up
using the Virtual host in the Apache configuration, as it is explained
in the RT3 installation guide. This is a test setup on my own machines.

The test server info:
SuSE Linux 9.0 (i586)
Apache/1.3.28 (Linux/SuSE) PHP/4.3.3 mod_perl/1.28

But, the problem is that with the production setup, I cannot use a
virtual host.  The client don't want to use that.

So, I tried to set up the Apache with an Alias, but the only
documentation that I can find is from the RT2 documentation and mailing
list archives.

This is what i added to my httpd.conf file, at the end of the section
where the other Perl stuff is. (I tried it first in an included file at
the end of httpd.conf):

----
Alias /rt/ /opt/rt3/share/html
                                                                               PerlRequire /opt/rt3/bin/webmux.pl 
                                                

  SetHandler perl-script
  PerlHandler RT::Mason


----

Apache seems happy, but when I go to http://example.com/rt/
it gives me the directory listing of /opt/rt3/share/html

When I try:
http://example.com/rt/index.html
I get the following error (this is hte raw output):

----
Component path given to Interp->load must be absolute (was given
index.html)

Trace begun at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Interp.pm line 235
HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8ea1be4)', 'index.html') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 198
eval {...}('HTML::Mason::Interp=HASH(0x8ea1be4)', 'index.html') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 186
HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0x969d2bc)') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 166
HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_format', 'html', 'error_mode', 'output', 'interp', 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req', 'Apache=SCALAR(0x878fe18)') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 60
HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler', 'error_format', 'html', 'error_mode', 'output', 'interp', 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req', 'Apache=SCALAR(0x878fe18)') called at /usr/lib/perl5/site_perl/5.8.1/Class/Container.pm line 265
Class::Container::call_method('HTML::Mason::Interp=HASH(0x8ea1be4)', 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req', 'Apache=SCALAR(0x878fe18)') called at /usr/lib/perl5/site_perl/5.8.1/Class/Container.pm line 343
Class::Container::create_delayed_object('HTML::Mason::Interp=HASH(0x8ea1be4)', 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req', 'Apache=SCALAR(0x878fe18)') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Interp.pm line 213
HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req', 'Apache=SCALAR(0x878fe18)') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 863
eval {...}('HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req', 'Apache=SCALAR(0x878fe18)') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 862
HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'Apache=SCALAR(0x878fe18)') called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 789
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'Apache=SCALAR(0x878fe18)') called at /opt/rt3/bin/webmux.pl line 134
eval {...}('HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'Apache=SCALAR(0x878fe18)') called at /opt/rt3/bin/webmux.pl line 134
RT::Mason::handler('Apache=SCALAR(0x878fe18)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x878fe18)') called at /dev/null line 0

----

Are there some other settings that I need to change/set?

Thanks                        

-- 
Andre Truter    Software Engineer   Registered Linux user #185282
ICQ #40935899   AIM: trusoftzaf     http://www.trusoft.co.za

~ "Oh Bother!" said the Borg, "We assimilated the Pooh!" ~



From patl at fusemail.com  Sun Feb 22 10:04:43 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Sun, 22 Feb 2004 09:04:43 -0600 (CST)
Subject: [rt-users] Setting up Apache 1.3 for RT3 without virtual host
In-Reply-To: <1077453802.2994.64.camel@obelix.linux.bogus>
References: <1077453802.2994.64.camel@obelix.linux.bogus>
Message-ID: <42743.24.202.127.244.1077462283.fusewebmail@www.fusemail.com>

Hi,

Try removing the last / in the Alias (/rt instead of /rt/).
This worked for me (before I switched to Fast-CGI):

Alias /rt /usr/local/rt3/share/html
PerlModule Apache::DBI
PerlRequire /usr/local/rt3/bin/webmux.pl

    SetHandler perl-script
    PerlHandler RT::Mason



Patrick


> Hi All,
>
> I have to set up a Request Tracker site and I managed to get it set up
> using the Virtual host in the Apache configuration, as it is explained
> in the RT3 installation guide. This is a test setup on my own machines.
>
> The test server info:
> SuSE Linux 9.0 (i586)
> Apache/1.3.28 (Linux/SuSE) PHP/4.3.3 mod_perl/1.28
>
> But, the problem is that with the production setup, I cannot use a
> virtual host.  The client don't want to use that.
>
> So, I tried to set up the Apache with an Alias, but the only
> documentation that I can find is from the RT2 documentation and mailing
> list archives.
>
> This is what i added to my httpd.conf file, at the end of the section
> where the other Perl stuff is. (I tried it first in an included file at
> the end of httpd.conf):
>
> ----
> Alias /rt/ /opt/rt3/share/html
>                                                                                PerlRequire
> /opt/rt3/bin/webmux.pl
>
> 
>   SetHandler perl-script
>   PerlHandler RT::Mason
> 
>
> ----
>
> Apache seems happy, but when I go to http://example.com/rt/
> it gives me the directory listing of /opt/rt3/share/html
>
> When I try:
> http://example.com/rt/index.html
> I get the following error (this is hte raw output):
>
> ----
> Component path given to Interp->load must be absolute (was given
> index.html)
>
> Trace begun at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Interp.pm line
> 235
> HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x8ea1be4)',
> 'index.html') called at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 198
> eval {...}('HTML::Mason::Interp=HASH(0x8ea1be4)', 'index.html') called at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 186
> HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0x969d2bc)')
> called at /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Request.pm line 166
> HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler',
> 'error_format', 'html', 'error_mode', 'output', 'interp',
> 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args',
> 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)',
> 'apache_req', 'Apache=SCALAR(0x878fe18)') called at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 60
> HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler',
> 'error_format', 'html', 'error_mode', 'output', 'interp',
> 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html', 'args',
> 'ARRAY(0x896c90c)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)',
> 'apache_req', 'Apache=SCALAR(0x878fe18)') called at
> /usr/lib/perl5/site_perl/5.8.1/Class/Container.pm line 265
> Class::Container::call_method('HTML::Mason::Interp=HASH(0x8ea1be4)',
> 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp',
> 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req',
> 'Apache=SCALAR(0x878fe18)') called at
> /usr/lib/perl5/site_perl/5.8.1/Class/Container.pm line 343
> Class::Container::create_delayed_object('HTML::Mason::Interp=HASH(0x8ea1be4)',
> 'request', 'interp', 'HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp',
> 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req',
> 'Apache=SCALAR(0x878fe18)') called at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/Interp.pm line 213
> HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0x8ea1be4)',
> 'comp', 'index.html', 'args', 'ARRAY(0x896c90c)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req',
> 'Apache=SCALAR(0x878fe18)') called at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 863
> eval {...}('HTML::Mason::Interp=HASH(0x8ea1be4)', 'comp', 'index.html',
> 'args', 'ARRAY(0x896c90c)', 'ah',
> 'HTML::Mason::ApacheHandler=HASH(0x852d3cc)', 'apache_req',
> 'Apache=SCALAR(0x878fe18)') called at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 862
> HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0x852d3cc)',
> 'Apache=SCALAR(0x878fe18)') called at
> /usr/lib/perl5/site_perl/5.8.1/HTML/Mason/ApacheHandler.pm line 789
> HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x852d3cc)',
> 'Apache=SCALAR(0x878fe18)') called at /opt/rt3/bin/webmux.pl line 134
> eval {...}('HTML::Mason::ApacheHandler=HASH(0x852d3cc)',
> 'Apache=SCALAR(0x878fe18)') called at /opt/rt3/bin/webmux.pl line 134
> RT::Mason::handler('Apache=SCALAR(0x878fe18)') called at /dev/null line 0
> eval {...}('Apache=SCALAR(0x878fe18)') called at /dev/null line 0
>
> ----
>
> Are there some other settings that I need to change/set?
>
> Thanks
>
> --
> Andre Truter    Software Engineer   Registered Linux user #185282
> ICQ #40935899   AIM: trusoftzaf     http://www.trusoft.co.za
>
> ~ "Oh Bother!" said the Borg, "We assimilated the Pooh!" ~
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>



From linux at trusoft.co.za  Sun Feb 22 11:43:28 2004
From: linux at trusoft.co.za (Andre Truter)
Date: Sun, 22 Feb 2004 18:43:28 +0200
Subject: [rt-users] Setting up Apache 1.3 for RT3 without virtual host
In-Reply-To: <42743.24.202.127.244.1077462283.fusewebmail@www.fusemail.com>
References: <1077453802.2994.64.camel@obelix.linux.bogus>
	<42743.24.202.127.244.1077462283.fusewebmail@www.fusemail.com>
Message-ID: <1077468208.2994.67.camel@obelix.linux.bogus>

On Sun, 2004-02-22 at 17:04, Patrick LeBoutillier wrote:
> Hi,
> 
> Try removing the last / in the Alias (/rt instead of /rt/).
> This worked for me (before I switched to Fast-CGI):
> 

Yes!

Now it works!
So simple a solution.  :-)

Thanks Patrick!

-- 
Andre Truter    Software Engineer   Registered Linux user #185282
ICQ #40935899   AIM: trusoftzaf     http://www.trusoft.co.za

~ "Oh Bother!" said the Borg, "We assimilated the Pooh!" ~



From pmcgraw at aamc.org  Sun Feb 22 11:44:16 2004
From: pmcgraw at aamc.org (Paula McGraw)
Date: Sun, 22 Feb 2004 11:44:16 -0500
Subject: [rt-users] 3.0.9-win32 - testers wanted
Message-ID: 

Upgraded from 3.0.8 to 3.0.9 last night on a pre-production system 

After DB backup (try new MySQL Administrator tool -
http://www.mysql.com/downloads/administrator.html ) ran the setup,
had issues overwriting a number of dlls.  Since my install is
pre-production, and the hour was late, decided to simply uninstall
\common\httpd and \common\perl then re-ran the v3.0.9 install -
success.

Current status - db is fine, have outbound email working, taking a
break before getting back to handling Reply-To - need to remember
where/what to edit

>>> Autrijus Tang  2/21/2004 9:06:18 PM >>>
The 3.0.9-based win32 package is out:

    http://p4.elixus.org/dist/rt-3.0.9pre1.exe 
    1,099,277 bytes

This version features a drastically different system for
outgoing (and eventually incoming, in rt 3.0.10) mails,
based on the "emailrelay" project.

Also, the Apache2 configuration has been changed
to use  instead of .

There should be no user-visible changes; set the SMTP
gateway and Reply-To as usual.  Upgrading should be
straightforward.

However, I have only done limited testing on my WinXP Home
machine, so I am not 100% certain that it will not fail
in some unpredictable ways.

I'll appreciate any feedbacks.  Also, do not forget to
back up your database before upgrading. :-)

Thanks,
/Autrijus/


From krishopper at cybernetik.net  Sun Feb 22 13:26:07 2004
From: krishopper at cybernetik.net (Kristofer Pettijohn)
Date: Sun, 22 Feb 2004 12:26:07 -0600
Subject: [rt-users] MessageID ?
Message-ID: <20040222182607.GA55644@cybernetik.net>


Two questions, actually:

1) Is the MessageId column in the attachments field even being used
   for anything?  Everything there is blank in my database for stuff
   coming in.

2) Following that question, is there a decent way (or just a
   suggestion or point in the right direction at least) to have RT
   check a message coming in that doesn't have    [ OrgName #5 ]
   in the subject line to see if it is an "In-Reply-To:" (or using
   the 'References' header, too to another message that has had a
   ticket created, and change the status of that In-Reply-To messages
   to be a correspondance with the original ticket?

Thanks!

Kristofer


From jamie.baddeley at fx.net.nz  Sun Feb 22 17:56:50 2004
From: jamie.baddeley at fx.net.nz (Jamie Baddeley)
Date: Mon, 23 Feb 2004 11:56:50 +1300
Subject: [rt-users] Installing RT3 database on Debian Stable
Message-ID: <1077490609.7659.26.camel@titan.fx.net.nz>

Hi,

I'm creating a setup where I have RT3 frontend running on Debian Sid,
and the Postgres DB running on a different machine that has Debian
Stable.

I've run into a snag, where I'm trying to use the rt-setup-database to
populate postgres.

Of course rt-setup-database is expecting some perl modules that don't
exist on my stable machine. :-(

I've managed to workaround this by pinning the machine to testing, and
apt-getting the required perl libraries:
i.e.
liblocale-maketext-fuzzy-perl
liblocale-maketext-lexicon-perl
liblocale-maketext-perl

and copying the specific RT modules over:
/usr/share/perl5/RT.pm
/usr/share/perl5/RT/I18N.pm

This was working well until I hit this one:

Can't locate Encode/compat.pm in @INC 

I can't find this module anywhere in debian packages.

I'm left with two choices:
a) manually install Encode::compat from CPAN
b) Find a way of populating the database with out needing to use
rt-setup-database.

Has anyone else tried this sort of thing, or am I on my own?

Help?

TIA

jamie

-- 




From jesse at bestpractical.com  Sun Feb 22 18:07:10 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 22 Feb 2004 18:07:10 -0500
Subject: [rt-users] Installing RT3 database on Debian Stable
In-Reply-To: <1077490609.7659.26.camel@titan.fx.net.nz>
References: <1077490609.7659.26.camel@titan.fx.net.nz>
Message-ID: 

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

>
> Can't locate Encode/compat.pm in @INC
>

That says to me that you're running on perl 5.6, which is explicitly 
unsupported. But if you need to run on 5.6.1, you'll need 
Encode::compat. If you upgrade to perl 5.8, the dependency will go 
away.
>
>
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.3 (Darwin)

iD8DBQFAOTYjQaM/s3DrrJARAml4AJ9lmDfrWR1LkmZ2q2WxOLFvXn4NXwCgvqSy
3rckshyzQh4OOGxUYisd6Ug=
=JbRr
-----END PGP SIGNATURE-----



From jamie.baddeley at fx.net.nz  Sun Feb 22 18:18:59 2004
From: jamie.baddeley at fx.net.nz (Jamie Baddeley)
Date: Mon, 23 Feb 2004 12:18:59 +1300
Subject: [rt-users] Installing RT3 database on Debian Stable
In-Reply-To: 
References: <1077490609.7659.26.camel@titan.fx.net.nz>
	
Message-ID: <1077491938.7661.34.camel@titan.fx.net.nz>

Hi Jesse,

I realise this.

I can't find a Debian package that has Encode::compat

The only reason I really need perl for what I'm doing on this machine is
to populate the db. (right?)

If I can find a way to a) populate the db without using
rt-setup-database or b) solve the non-existence of Encode::compat in
debian then I think my problem will be solved....

BTW I do have the DB running on another machine. Can we do interesting
things with pg_dumpall?

jamie

On Mon, 2004-02-23 at 12:07, Jesse Vincent wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> >
> > Can't locate Encode/compat.pm in @INC
> >
> 
> That says to me that you're running on perl 5.6, which is explicitly 
> unsupported. But if you need to run on 5.6.1, you'll need 
> Encode::compat. If you upgrade to perl 5.8, the dependency will go 
> away.
> >
> >
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.3 (Darwin)
> 
> iD8DBQFAOTYjQaM/s3DrrJARAml4AJ9lmDfrWR1LkmZ2q2WxOLFvXn4NXwCgvqSy
> 3rckshyzQh4OOGxUYisd6Ug=
> =JbRr
> -----END PGP SIGNATURE-----
-- 




From jesse at bestpractical.com  Sun Feb 22 18:26:27 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Sun, 22 Feb 2004 18:26:27 -0500
Subject: [rt-users] Installing RT3 database on Debian Stable
In-Reply-To: <1077491938.7661.34.camel@titan.fx.net.nz>
References: <1077490609.7659.26.camel@titan.fx.net.nz>
	
	<1077491938.7661.34.camel@titan.fx.net.nz>
Message-ID: <8974D666-658E-11D8-9778-000A95AF033C@bestpractical.com>

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


On Feb 22, 2004, at 6:18 PM, Jamie Baddeley wrote:

> Hi Jesse,
>
> The only reason I really need perl for what I'm doing on this machine 
> is
> to populate the db. (right?)

Oh, you're running RT on a different box? Populate the database from 
the remote box.
>
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.2.3 (Darwin)

iD8DBQFAOTqpQaM/s3DrrJARAiqDAKCoTTkbeuOZQU28witpwuTMiI+ujgCfYKhk
C38mS3UbDzjO3NXtCPf5a2E=
=mG5A
-----END PGP SIGNATURE-----



From Damien.Lederer at itsa.gov.au  Sun Feb 22 19:08:36 2004
From: Damien.Lederer at itsa.gov.au (Lederer, Damien)
Date: Mon, 23 Feb 2004 11:08:36 +1100
Subject: [rt-users] Rights to untake a ticket?
Message-ID: 

Heh..  I'm being incredibly stupid, but I just can't seem to see where.

I have a Scrip that removes the owner of a ticket upon a certain status of a
Custom Field.  The condition works fine, but I'm doing something incredibly
wrong in the Custom Action but just cannot for the life of me see where.
Could anybody pass their eyeball(s) over this and maybe let me know what I'm
doing wrong?

Custom action cleanup code:

	my $retval = undef;

	my $curr_owner = RT::User->new($RT::SystemUser);
	$curr_owner->Load( $self->TicketObj->Owner );
	$RT::Logger->info("Current owner: " . $curr_owner->Name);

	$retval = $self->TicketObj->Untake;
	$RT::Logger->info("UnAssign: Result code is: $retval");

	return ($retval);

Ok, this actually runs, but I get this result in the log file:

	[info]: Current owner: xxxxx ((eval 2163):6)
	[info]: UnAssign: Result code is: You can only reassign tickets that
you own or that are unowned ((eval 2163):9)

Now, I've checked and re-checked that the user xxxxx DOES own the ticket.
The user can manually set the owner to Nobody via the webpage.  This user
also has full rights... they've got the ModifyTicket right, and I even gave
them SuperUser access.  However this script just continuously fails to work.

If anybody has any suggestions I would be most appreciative.


Damien Lederer


From jamie.baddeley at fx.net.nz  Sun Feb 22 19:10:17 2004
From: jamie.baddeley at fx.net.nz (Jamie Baddeley)
Date: Mon, 23 Feb 2004 13:10:17 +1300
Subject: [rt-users] Installing RT3 database on Debian Stable
In-Reply-To: <8974D666-658E-11D8-9778-000A95AF033C@bestpractical.com>
References: <1077490609.7659.26.camel@titan.fx.net.nz>
	
	<1077491938.7661.34.camel@titan.fx.net.nz>
	<8974D666-658E-11D8-9778-000A95AF033C@bestpractical.com>
Message-ID: <1077495016.7659.39.camel@titan.fx.net.nz>

Hmm. Good Idea. Change around the existing RT_SiteConfig.pm to
temporarily repoint at the new db.

thanks! - that should fix it.



:-)

jamie

On Mon, 2004-02-23 at 12:26, Jesse Vincent wrote:
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> 
> On Feb 22, 2004, at 6:18 PM, Jamie Baddeley wrote:
> 
> > Hi Jesse,
> >
> > The only reason I really need perl for what I'm doing on this machine 
> > is
> > to populate the db. (right?)
> 
> Oh, you're running RT on a different box? Populate the database from 
> the remote box.
> >
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.2.3 (Darwin)
> 
> iD8DBQFAOTqpQaM/s3DrrJARAiqDAKCoTTkbeuOZQU28witpwuTMiI+ujgCfYKhk
> C38mS3UbDzjO3NXtCPf5a2E=
> =mG5A
> -----END PGP SIGNATURE-----
-- 




From diener at netcloud.ch  Sun Feb 22 19:33:08 2004
From: diener at netcloud.ch (Georg Diener)
Date: Mon, 23 Feb 2004 01:33:08 +0100
Subject: [rt-users] (no subject)
Message-ID: <30DD45D78A55004C8B543CD7B65C914529DE0B@ncwts003.ncg.ch>

Hello rt-users-members

I'd like to use the value of a globally defined CF in a template. 
The earlier discussed sting {$Ticket->FirstCustomFieldValue('name')} is not
working at all. 

Thanks for any help on this, kind regards

Georg Diener, +41 79 277 9768, Netcloud AG . http://www.netcloud.ch



From pdh at bestpractical.com  Sun Feb 22 19:51:13 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 23 Feb 2004 10:51:13 +1000
Subject: [rt-users] Numeric usernames don't work
In-Reply-To: <304E38B7F0C51E4993C7D316A5B517920160BCD5@MEMEXCH02V.corp.ds.fedex.com>
References: <304E38B7F0C51E4993C7D316A5B517920160BCD5@MEMEXCH02V.corp.ds.fedex.com>
Message-ID: <20040223005113.GE717@moreton.com.au>

Nathan Evans wrote:
> Is there a reason my configuration won't accept a totally numeric
> username? BTW, employees are issued numeric userids.

Yes. See the Load() function in lib/RT/User_Overlay.pm.
Changing that is likely to cause significant breakage.

I'd recommend prefixing your userids with a letter to
turn them into RT usernames, if your staff can handle
that.

It might also be possible to have the login form check
for all-numeric usernames and prepend said letter for
you...
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at snapgear.com  Sun Feb 22 19:52:07 2004
From: pdh at snapgear.com (Phil Homewood)
Date: Mon, 23 Feb 2004 10:52:07 +1000
Subject: [rt-users] "Notify Other Recipients"
In-Reply-To: <403664F1.5030405@visalia.k12.ca.us>
References: <403664F1.5030405@visalia.k12.ca.us>
Message-ID: <20040223005207.GF717@moreton.com.au>

Mat Brletic wrote:
> Does anyone know how and where to specify the email addresses when using 
> an action of  "Notify Other Recipients" in a Scrip ?

The OtherRecipients are those specified in the various address
fields on the correspond/comment page.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From pdh at bestpractical.com  Sun Feb 22 19:58:45 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 23 Feb 2004 10:58:45 +1000
Subject: [rt-users] MessageID ?
In-Reply-To: <20040222182607.GA55644@cybernetik.net>
References: <20040222182607.GA55644@cybernetik.net>
Message-ID: <20040223005845.GG717@moreton.com.au>

Kristofer Pettijohn wrote:
> 1) Is the MessageId column in the attachments field even being used
>    for anything?  Everything there is blank in my database for stuff
>    coming in.

I don't think it's currently used, but Jesse might have words
to say there...

> 2) Following that question, is there a decent way (or just a
>    suggestion or point in the right direction at least) to have RT
>    check a message coming in that doesn't have    [ OrgName #5 ]
>    in the subject line to see if it is an "In-Reply-To:" (or using
>    the 'References' header, too to another message that has had a
>    ticket created, and change the status of that In-Reply-To messages
>    to be a correspondance with the original ticket?

I'd probably look at augmenting RT::EmailParser::ParseTicketId()
to take and check the In-Reply-To and/or References headers,
which would require a slight adjustment of the parameters passed
to it from RT::Interface::Email::Gateway(). Doesn't look all that
hard, if you can make use of the MessageId field mentioned above...
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Sun Feb 22 20:13:13 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 23 Feb 2004 11:13:13 +1000
Subject: [rt-users] Viewing tickets with activity in the last X hours
In-Reply-To: 
References: 
Message-ID: <20040223011313.GH717@moreton.com.au>

Adolfo Santiago wrote:
> And, is there any way around the GMT thing?  People are really barking at
> having to do the math, even as amazingly simple as it is (number of hours
> going back + 5, add a negative sign in front and the text "hours" at the
> end).

"Last Updated" "Before" "12 hours ago" seems to DTRT under 3.0.9.
There have been a couple of odd timezone glitches fixed in recent
times, though I did think 3.0.8 would have been OK.
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From Damien.Lederer at itsa.gov.au  Sun Feb 22 20:25:01 2004
From: Damien.Lederer at itsa.gov.au (Lederer, Damien)
Date: Mon, 23 Feb 2004 12:25:01 +1100
Subject: [rt-users] Rights to untake a ticket?
Message-ID: 

Ahh, I found my own problem by inserting a stack of debugging into
Ticket_Overlay.pm

I assumed that the Scrip was run by the user who was logged in to the web
ui.  However the Scrip was REALLY being run as user RT_System (id: 1).  So I
changed my code to:

	$retval = $self->TicketObj->SetOwner( $RT::Nobody->UserObj->Id,
'Force');

And it works!

Hopefully this might help somebody in the future.


    - Damien

>	$retval = $self->TicketObj->Untake;
>	$RT::Logger->info("UnAssign: Result code is: $retval");
>
>	return ($retval);
>
>Ok, this actually runs, but I get this result in the log file:
>
>	[info]: Current owner: xxxxx ((eval 2163):6)
>	[info]: UnAssign: Result code is: You can only reassign tickets that
you own
> or that are unowned ((eval 2163):9)



From psilver at ultrafast.com.au  Sun Feb 22 20:56:36 2004
From: psilver at ultrafast.com.au (Peter Silver)
Date: 23 Feb 2004 11:56:36 +1000
Subject: [rt-users] Large number of Groups/GroupMembers since Upgrade
Message-ID: <1077501396.518.161.camel@pete>

Hi,

We've recently upgraded from RT 2.0.14 to 3.0.9.  Our DB numbers on
2.0.14 were;

  Tickets:       83,935
  Users:         40,641
  Groups:	     13
  GroupMembers:      61

Since upgrading into the 3.0.x series the figures are now;

  Tickets:       88,282
  Users:         42,414
  Groups:       395,834
  GroupMembers: 303,748

The general feel of our instance of RT is now very sluggish, and I'm
wondering if the huge increase in the number of Groups & GroupMembers
would affect the overall performance?

Below are the last 10 rows in the Groups table.

mysql> select * from Groups order by id desc limit 10;
+--------+------+-------------+-----------------+-----------+----------+
| id     | Name | Description | Domain          | Type      | Instance |
+--------+------+-------------+-----------------+-----------+----------+
| 438360 | NULL | NULL        | RT::Ticket-Role | AdminCc   |   136642 |
| 438359 | NULL | NULL        | RT::Ticket-Role | Cc        |   136642 |
| 438358 | NULL | NULL        | RT::Ticket-Role | Owner     |   136642 |
| 438357 | NULL | NULL        | RT::Ticket-Role | Requestor |   136642 |
| 438356 | NULL | NULL        | RT::Ticket-Role | AdminCc   |   136641 |
| 438355 | NULL | NULL        | RT::Ticket-Role | Cc        |   136641 |
| 438354 | NULL | NULL        | RT::Ticket-Role | Owner     |   136641 |
| 438353 | NULL | NULL        | RT::Ticket-Role | Requestor |   136641 |
| 438352 | NULL | NULL        | RT::Ticket-Role | AdminCc   |   136640 |
| 438351 | NULL | NULL        | RT::Ticket-Role | Cc        |   136640 |
+--------+------+-------------+-----------------+-----------+----------+


thanks,

Peter Silver




From cerion at terpsichore.ws  Mon Feb 23 05:31:35 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Mon, 23 Feb 2004 11:31:35 +0100
Subject: [rt-users] Re: rt-mailgate problem with 'SSLVerifyClient require'
In-Reply-To: <200402211135.23333.cerion@terpsichore.ws>
References: 
	<200402211135.23333.cerion@terpsichore.ws>
Message-ID: <200402231131.35758.cerion@terpsichore.ws>


Can someone please verify what I've done here - I'm pretty new to this!

I found that if I specify "SSLVerifyClient require" in the base of the VH, it 
overrides any further  changes... so the answer was to put the 
base "SSLVerifyClient require" also in a , like so:

   
      SSLVerifyClient require
      SSLVerifyDepth  1
      # Deny all non-SSL requests - guard against bad config:
      SSLRequireSSL
      # Don't allow anything to override the SSL requirements:
      SSLOptions +StrictRequire
   

   # Allow access to this dir:
   
      Order Deny,Allow
      Deny from all
      # Allow access from local_hostname - 'localhost' won't work!
      Allow from my_hostname
      SSLVerifyClient none
   

I understand now that this works because on a  basis, an SSL 
re-negotiation is done AFTER the header info is received... as opposed to the 
VH level, the SSL handshake happens BEFORE header info is received, so can't 
get hostname before too late.

Can anyone tell me if there is (or is not!) anything bad, security-wise, about 
what I've done here, as opposed to setting the "SSLVerifyClient require" at 
the VH level?

Many thanks,
Cerion



From george at alink.co.za  Mon Feb 23 07:07:10 2004
From: george at alink.co.za (George Barnett)
Date: Mon, 23 Feb 2004 12:07:10 +0000
Subject: [rt-users] RTFM breakage
Message-ID: <4039ECEE.7000000@alink.co.za>

Hi,

I've created an RTFM class for canned responses, which has a wikitext 
single customer field.  I created a new article, inserted text into the 
wikitext field everything was ok.  If I try open the article though, I 
get the following:

T::FM::ArticleCFValue::WikiFormattedContent Unimplemented in 
HTML::Mason::Commands. 
(/usr/local/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32)


Trace begun at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('RT::FM::ArticleCFValue::WikiFormattedContent 
Unimplemented in HTML::Mason::Commands. 
(/usr/local/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 
32) ^J') called at 
/usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 457
DBIx::SearchBuilder::Record::AUTOLOAD('RT::FM::ArticleCFValue=HASH(0x9391424)') 
called at 
/usr/local/rt3/share/html/RTFM/Article/Elements/ShowCustomFields line 32
HTML::Mason::Commands::__ANON__('article', 
'RT::FM::Article=HASH(0x96e5bb4)') called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96dfc18)', 
'article', 'RT::FM::Article=HASH(0x96e5bb4)') called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074
eval {...}('HTML::Mason::Component::FileBased=HASH(0x96dfc18)', 
'article', 'RT::FM::Article=HASH(0x96e5bb4)') called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'article', 
'RT::FM::Article=HASH(0x96e5bb4)') called at 
/usr/local/rt3/share/html/RTFM/Article/Display.html line 25
HTML::Mason::Commands::__ANON__('id', 3, 'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x97fda1c)', 
'id', 3, 'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074
eval {...}('HTML::Mason::Component::FileBased=HASH(0x97fda1c)', 'id', 3, 
'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, 'id', 3, 'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x96d04e4)', 
'id', 3) called at /usr/local/rt3/share/html/autohandler line 189
HTML::Mason::Commands::__ANON__('id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x91ef430)', 
'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1069
eval {...}('HTML::Mason::Component::FileBased=HASH(0x91ef430)', 'id', 3) 
called at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm 
line 1068
HTML::Mason::Request::comp(undef, undef, undef, 'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
eval {...}(undef, undef, undef, 'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338
eval {...}(undef, undef, undef, 'id', 3) called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x96d04e4)') 
called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134
eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x96d04e4)') called 
at /usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x96d04e4)') 
called at 
/usr/local/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x92558e4)', 
'Apache=SCALAR(0x97decf0)') called at /usr/local/rt3/bin/webmux.pl line 134
eval {...}('HTML::Mason::ApacheHandler=HASH(0x92558e4)', 
'Apache=SCALAR(0x97decf0)') called at /usr/local/rt3/bin/webmux.pl line 134
RT::Mason::handler('Apache=SCALAR(0x97decf0)') called at /dev/null line 0
eval {...}('Apache=SCALAR(0x97decf0)') called at /dev/null line 0

Any ideas or assistance would be appreciated.

Cheers,

-- 

George Barnett, Scsa
Reality Engineer

eml: george at alink.co.za
gsm: +44 778 884 7205
www: www.alink.co.za


"Sentiment without action is the anathama of the soul"      -- Edward Abbey


From ritu at netcore.co.in  Mon Feb 23 07:41:35 2004
From: ritu at netcore.co.in (Ritu Khetan)
Date: Mon, 23 Feb 2004 18:11:35 +0530
Subject: [rt-users] Giving a mail source as parameter to rt-mailgate through
	command line
Message-ID: <1077539753.9010.24.camel@efv2.netcore.co.in>

Hi all,

   Is it possible to run rt-mailgate through the command line wherein
the mail message source is passed as a parameter instead of running it
through a MTA?

   I have to fine tune my system to read mails from a mailbox and give
it to RT directly rather than going through a MTA.

I have tried the following in a perl script,
"/opt/rt3/bin/rt-mailgate --queue 'Myqueue' --action correspond --url
'http://192.168.2.3:4000/' < $string

$string being the complete message source

But this returns the following error  -
sh: Return-Path:: No such file or directory
sh: X-Sieve:: command not found
sh: -c: line 3: syntax error near unexpected token `(l'
'h: -c: line 3: `Received: from localhost (localhost [127.0.0.1])

Please suggest ...

Regards,
Ritu

----------------------------------------------------------------

NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134

MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in

Pragatee: Integrated Server-Software Suite: http://www.pragatee.com

Emergic Freedom: Server-centric Computing: http://www.emergic.com

BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com

Deeshaa: Rural Development: http://www.deeshaa.com

Rajesh Jain's Weblog on Technology: http://www.emergic.org
----------------------------------------------------------------

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From asterr at pobox.com  Mon Feb 23 07:59:11 2004
From: asterr at pobox.com (asterr)
Date: Mon, 23 Feb 2004 21:59:11 +0900 (JST)
Subject: [rt-users] Giving a mail source as parameter to rt-mailgate
	through command line
In-Reply-To: <1077539753.9010.24.camel@efv2.netcore.co.in>
Message-ID: 

Put the message in a file and redirect the file into rt-mailgate.

On Mon, 23 Feb 2004, Ritu Khetan wrote:

> Hi all,
> 
>    Is it possible to run rt-mailgate through the command line wherein
> the mail message source is passed as a parameter instead of running it
> through a MTA?
> 
>    I have to fine tune my system to read mails from a mailbox and give
> it to RT directly rather than going through a MTA.
> 
> I have tried the following in a perl script,
> "/opt/rt3/bin/rt-mailgate --queue 'Myqueue' --action correspond --url
> 'http://192.168.2.3:4000/' < $string
> 
> $string being the complete message source
> 
> But this returns the following error  -
> sh: Return-Path:: No such file or directory
> sh: X-Sieve:: command not found
> sh: -c: line 3: syntax error near unexpected token `(l'
> 'h: -c: line 3: `Received: from localhost (localhost [127.0.0.1])
> 
> Please suggest ...
> 
> Regards,
> Ritu
> 
> ----------------------------------------------------------------
> 
> NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
> 
> MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
> 
> Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
> 
> Emergic Freedom: Server-centric Computing: http://www.emergic.com
> 
> BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
> 
> Deeshaa: Rural Development: http://www.deeshaa.com
> 
> Rajesh Jain's Weblog on Technology: http://www.emergic.org
> ----------------------------------------------------------------
> 
> 



From ii at took.ekilat.com  Mon Feb 23 08:21:34 2004
From: ii at took.ekilat.com (Angus D Madden)
Date: Mon, 23 Feb 2004 08:21:34 -0500
Subject: [rt-users] Installing RT3 database on Debian Stable
In-Reply-To: <1077491938.7661.34.camel@titan.fx.net.nz>
References: <1077490609.7659.26.camel@titan.fx.net.nz>
	
	<1077491938.7661.34.camel@titan.fx.net.nz>
Message-ID: <20040223132134.GP16670@took>

Jamie Baddeley, Mon, Feb 23, 2004 at 12:18:59PM +1300: 
> 
> I realise this.
> 
> I can't find a Debian package that has Encode::compat

Did you try `dh-make-perl --cpan Encode::compat' ?  That's the preferred
way to make debs from perl modules that aren't yet packaged.

[OT] Do the RT developers have a target distribution/platform, or do they
just try to always use the latest version of everything?  Sorry if this
is a FAQ.

g


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From jritchie at bible.edu  Mon Feb 23 09:15:33 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Mon, 23 Feb 2004 09:15:33 -0500
Subject: [rt-users] Re: AD/NT Authentication
In-Reply-To: 
References: <20040220141729.0d081590.jritchie@bible.edu>
	<20040220190844.GF4645@yeti.qsent.com>
	<20040220143909.7be0c6eb.jritchie@bible.edu>
	
Message-ID: <20040223091533.430cb6eb@penguin>

seph scripted ::

>>>Set($WebExternalAuth , 1 );
>>
>> That seemed to only work for users that I already have in the RT
>db.> You got me in the right place though. I found this and it
>finished it> all up.
>
>That's correct, rt still needs to have its own concept of the
>user. I've seen patches to make rt use an external user db, but I
>tend to prefer having rt autocreate users as needed. There's a
>setting that controls whether rt autocreates authenticated web users,
>and an overlayable function (in Interface/Web) that sets the user
>info.

Okay, so /opt/rt3/lib/RT/Interface/Web.pm is where I set default
permissions. I'm guessing that I want to set them when the user is
created in this subroutine (lines 162-192):

sub WebExternalAutoInfo {
    my $user = shift;

    my %user_info;

    $user_info{'Privileged'} = 1;

    if ($^O !~ /^(?:riscos|MacOS|MSWin32|dos|os2)$/) {
        # Populate fields with information from Unix /etc/passwd

        my ($comments, $realname) = (getpwnam($user))[5, 6];
        $user_info{'Comments'} = $comments if defined $comments;
        $user_info{'RealName'} = $realname if defined $realname;
    }
    elsif ($^O eq 'MSWin32' and eval 'use Net::AdminMisc; 1') {
        # Populate fields with information from NT domain controller
    }

    # and return the wad of stuff
    return {%user_info};
}

# }}}

I'm thinking if I new enough about perl I could pull what I want out
of User_Overlay to add into this and take care of it. Perhaps there is
a better way of doing this anyway. Any pointers or examples would be
appreciated. Thanks, JSR/


From mherz at RigakuMSC.com  Mon Feb 23 10:40:10 2004
From: mherz at RigakuMSC.com (Michael Herz)
Date: Mon, 23 Feb 2004 09:40:10 -0600
Subject: [rt-users] Apache will not restart.
Message-ID: <200402231539.i1NFdMVx010826@mail.rigaku.com>

I'm a new user trying to get RT up and running for the first time. I've gone
through the documentation up to the point I added the  lines
into my httpd.conf file. Once I added the lines and tried to stop/start
Apache I get an error : 

 Bareword "REDIRECT" not allowed while "strict subs" in use at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 188.!BEGIN
not safe after errors--compilation aborted at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line
197.!Compilation failed in require at /opt/rt3/bin/webmux.pl line 57.!BEGIN
failed--compilation aborted at /opt/rt3/bin/webmux.pl line 63.!Compilation
failed in require at (eval 2) line 1.!

I did a search through the [rt-users] mail archive and found this entry:

> You are aware that you're doomed if you expect both the RT instances
> to coexist under mod_perl on the same machine, right? mod_perl does
> not play nicely with multiple apps. :-(

However, it doesn't go on to say if that fixed the problem or not. Is this
something that happens often and if so will a 2nd Apache instance fix the
problem? If so can anyone give me a link or instruction on how to run a 2nd
Apache instance? I have tried to use Google to find out a How-To but have
had no luck. Thank you in advance.

*************************
MHerz - Rigaku/MSC
*************************




From mathew at osogrande.com  Mon Feb 23 10:40:23 2004
From: mathew at osogrande.com (Mathew Anderson)
Date: Mon, 23 Feb 2004 08:40:23 -0700 (MST)
Subject: [rt-users] Upgrade from 3.0.7_01 to 3.0.9 error
Message-ID: <3591.129.121.5.113.1077550823.squirrel@webmail.osogrande.com>


Hello -
I recently upgraded from 3.0.7_01 to 3.0.9.  The ugrade seemed to have
gone well, until I tried to open a ticket.

(This is on redhat 9, with MySQL on the localhost)

Logging in, viewing the ticket ques is fine. But when I select a ticket to
view I get the following:


System error
error:  	Can't locate object method "Columns" via package
"RT::Attachments" at
/usr/local/rt/share/html/Ticket/Elements/ShowAttachments line 66.
context:
...
62:  	my %documents;
63:  	my $transactions = $Ticket->Transactions();
64:  	while (my $trans = $transactions->Next()) {
65:  	my $attachments = $trans->Attachments();
66:  	$attachments->Columns( qw( Id Filename ContentType Headers Subject
Parent ContentEncoding ContentType TransactionId) );
67:  	$attachments->Limit(FIELD => 'Filename', OPERATOR => 'IS NOT', VALUE
=> 'NULL', QUOTEVALUE => 0, ENTRYAGGREGATOR => 'AND');
68:  	$attachments->Limit(FIELD => 'Filename', OPERATOR => '!=', VALUE =>
'', ENTRYAGGREGATOR => 'AND');
69:  	while (my $attach = $attachments->Next()) {
70:  	next unless ($attach->Filename());
...
code stack:  	/usr/local/rt/share/html/Ticket/Elements/ShowAttachments:66
/usr/local/rt/share/html/Ticket/Elements/ShowSummary:68
/usr/local/rt/share/html/Ticket/Display.html:33
/usr/local/rt/share/html/autohandler:195

When I moved back my copy of 3.0.7_01 I can see some of the tickets fine,
but some also give this error.

Any pointers on how to fix this?
Thanks

Mathew Anderson



From mathew at osogrande.com  Mon Feb 23 11:12:43 2004
From: mathew at osogrande.com (Mathew Anderson)
Date: Mon, 23 Feb 2004 09:12:43 -0700 (MST)
Subject: [rt-users] Upgrade from 3.0.7_01 to 3.0.9 error
In-Reply-To: <3591.129.121.5.113.1077550823.squirrel@webmail.osogrande.com>
References: <3591.129.121.5.113.1077550823.squirrel@webmail.osogrande.com>
Message-ID: <3799.129.121.5.113.1077552763.squirrel@webmail.osogrande.com>

>
> When I moved back my copy of 3.0.7_01 I can see some of the tickets fine,
> but some also give this error.

Sorry for leaving the error out.. but it seemed to have stableized itself.
After going to a ticket number, and pressing "display" again. the tickets
came up.  Wierd. but we are back and running under 3.0.7_01.


-Mathew


From jgedeon at qualcomm.com  Mon Feb 23 12:21:40 2004
From: jgedeon at qualcomm.com (John Gedeon)
Date: Mon, 23 Feb 2004 09:21:40 -0800
Subject: [rt-users] Upgrade from 3.0.7_01 to 3.0.9 error
In-Reply-To: <3799.129.121.5.113.1077552763.squirrel@webmail.osogrande.com>
References: <3591.129.121.5.113.1077550823.squirrel@webmail.osogrande.com>
	<3799.129.121.5.113.1077552763.squirrel@webmail.osogrande.com>
Message-ID: <20040223172140.GA10240@brockton.qualcomm.com>

On Mon, Feb 23, 2004 at 09:12:43AM -0700, Mathew Anderson wrote:
> >
> > When I moved back my copy of 3.0.7_01 I can see some of the tickets fine,
> > but some also give this error.
> 
> Sorry for leaving the error out.. but it seemed to have stableized itself.
> After going to a ticket number, and pressing "display" again. the tickets
> came up.  Wierd. but we are back and running under 3.0.7_01.

What version of DBIx::SearchBuilder are you using? I think 3.0.9 requires DBIx::SearchBuilder 0.97 (The latest one)

John


From jesse at bestpractical.com  Mon Feb 23 12:22:11 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 23 Feb 2004 12:22:11 -0500
Subject: [rt-users] Large number of Groups/GroupMembers since Upgrade
In-Reply-To: 
References: 
Message-ID: 


On Feb 23, 2004, at 6:11 AM, Stefan Seiz wrote:
>
> Ouch, i have 10165 Groups and 8776 GroupMembers as well. This seems 
> really
> weird to me, unless, with every new ticket/user there's a pseudo group
> created or such.

Correct. You'll note also that RT3 doesn't have "Watchers" anymore. 
Everything is done with groups.


> --
> Stefan Seiz 
> Spamto: 
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
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From rroff at stny.rr.com  Mon Feb 23 12:29:40 2004
From: rroff at stny.rr.com (Russ Roff)
Date: Mon, 23 Feb 2004 12:29:40 -0500
Subject: [rt-users] 3.0.9 Customizing in ~/local not working
Message-ID: <000c01c3fa32$9e957690$de500f0a@RUSSROFF>

Hey all,

I read the WIKI re: making customizations by copying RT source files to the RT_HOME/local tree, but I'm not having any luck getting this to work.

I've modified /opt/rt3/local/share/html/Elements/Header and Login pages with some cosmetic changes.  I bounced Apache, closed all of my browser windows, cleared my browser cache, and the still un-modified pages are showing up.

Any ideas what I might be missing?

Regards,

Russ
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From paul at distributel.net  Mon Feb 23 12:40:43 2004
From: paul at distributel.net (Paul Khavkine)
Date: Mon, 23 Feb 2004 12:40:43 -0500 (EST)
Subject: [rt-users] FastCGI install very slow
Message-ID: <20040223123707.V36269-100000@krusty.mtl.distributel.net>


Hi folks.

I have installed RT3.0.9 on apache2 2.0.48 and fast_cgi 2.4.2 and very
often it seems very slow. I also see various errors in the log file:

[Mon Feb 23 11:30:00 2004] [error] [client 66.38.181.24] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR:  invalid input syntax for integer: "" at /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder/Handle.pm line 410., referer: http://rt.mtndods.distributel.net/Admin/Users/Modify.html
[Mon Feb 23 11:30:00 2004] [error] [client 66.38.181.24] FastCGI: server "/usr/local/RT/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x8c23c4c) couldn't execute the query 'SELECT  * FROM Principals WHERE PrincipalType ILIKE ? AND (ObjectId IS NULL OR ObjectId = '')' at /usr/local/lib/perl5/site_perl/5.8.2/DBIx/SearchBuilder/Handle.pm line 417., referer: http://rt.mtndods.distributel.net/Admin/Users/Modify.html
[Mon Feb 23 12:00:04 2004] [error] [client 66.38.181.24] FastCGI: comm with server "/usr/local/RT/bin/mason_handler.fcgi" aborted: idle timeout (30 sec), referer: http://rt.mtndods.distributel.net/Search/Listing.html?ValueOfStatus=open&ValueOfStatus=new&StatusOp=%3D&QueueOp=%3D&ValueOfQueue=7&RowsPerPage=50&NewSearch=1

I'm using PostgreSQL 7.4.1


Thanx
Paul

************************************************
Paul Khavkine
Network Administrator
DISTRIBUTEL Communications.
740 Notre Dame West, Suite 1135
Montreal, Quebec, Canada, H3C 3X6
1-514-877-5505 x 263
http://www.distributel.net
************************************************



From rroff at stny.rr.com  Mon Feb 23 13:48:19 2004
From: rroff at stny.rr.com (Russ Roff)
Date: Mon, 23 Feb 2004 13:48:19 -0500
Subject: [rt-users] 3.0.9 Customizing in ~/local not working
References: <000c01c3fa32$9e957690$de500f0a@RUSSROFF>
Message-ID: <003401c3fa3d$9b2ccf20$de500f0a@RUSSROFF>

My bad...  I put the modified components in the _WRONG_directory.

They don't go in ~/local/share/html, but rather ~/local/html.

Amazing what you're mind does to you when it _THINKS_ it knows what it's talking about.
  ----- Original Message ----- 
  From: Russ Roff 
  To: rt-users at lists.bestpractical.com 
  Sent: Monday, February 23, 2004 12:29 PM
  Subject: [rt-users] 3.0.9 Customizing in ~/local not working


  Hey all,

  I read the WIKI re: making customizations by copying RT source files to the RT_HOME/local tree, but I'm not having any luck getting this to work.

  I've modified /opt/rt3/local/share/html/Elements/Header and Login pages with some cosmetic changes.  I bounced Apache, closed all of my browser windows, cleared my browser cache, and the still un-modified pages are showing up.

  Any ideas what I might be missing?

  Regards,

  Russ


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From mailbag at anothernet.com  Mon Feb 23 14:03:28 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Mon, 23 Feb 2004 14:03:28 -0500
Subject: [rt-users] Viewing tickets with activity in the last X hours
In-Reply-To: <20040223011313.GH717@moreton.com.au>
Message-ID: 

That works.  We are now using "Last Updated After 12 Hours Ago" and that
brings up only those tickets that have been most recently updated, which is
exactly what we want.  Thanks!

The URL bookmark still doesn't work, though.  If I save it to my favorites
(with or without clicking on "Bookmarkable URL for this search"), and then I
click on the bookmark I just created, the behavior I get is different
depending on the conditions, but neither result is what's expected.

1.  If I start with a blank slate ("New Search"), I get 0 results.  It's
like clicking on the "Search" button without specifying any criteria.

2.  If I start with something already displayed (from some other bookmark),
I get the same results as those of the previous bookmarks.

So, what we've done is create by hand two simple URL links that give us what
we want.  Here they are (prefix with HTTP:):

Created on or after 12 hours ago

//RT-HOST/Search/Listing.html?CompileRestriction=1&DateType=Told&DateOp=%3E&
ValueOfDate=12+hours+ago&TicketsSortBy=LastUpdated&TicketsSortOrder=DESC&Ref
reshSearchInterval=600&Action=Search

Updated on or after 12 hours ago

//RT-HOST/Search/Listing.html?CompileRestriction=1&DateType=LastUpdated&Date
Op=%3E&ValueOfDate=12+hours+ago&TicketsSortBy=LastUpdated&TicketsSortOrder=D
ESC&RefreshSearchInterval=600&Action=Search

The only problem with these is that we first have to clear any existing
criteria ("New Search") before we click on the bookmark.  Otherwise, the
results won't be correct.  But that's a lot better than having to enter the
criteria by hand each time.

Chago


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil
> Homewood
> Sent: Sunday, February 22, 2004 8:13 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Viewing tickets with activity in the last X
> hours
>
>
> Adolfo Santiago wrote:
> > And, is there any way around the GMT thing?  People are really
> barking at
> > having to do the math, even as amazingly simple as it is
> (number of hours
> > going back + 5, add a negative sign in front and the text "hours" at the
> > end).
>
> "Last Updated" "Before" "12 hours ago" seems to DTRT under 3.0.9.
> There have been a couple of odd timezone glitches fixed in recent
> times, though I did think 3.0.8 would have been OK.
> --
> ?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From rick.rezinas at qsent.com  Mon Feb 23 15:13:46 2004
From: rick.rezinas at qsent.com (Rick Rezinas)
Date: Mon, 23 Feb 2004 12:13:46 -0800
Subject: [rt-users] mailgate issues
Message-ID: <20040223201346.GT4645@yeti.qsent.com>

I'm using RT 3.0.9p2 with qmail.

I had been having several troubles with mailgate (was using sendmail
setting) in which 1) attachments were treated oddly, often times stating
that a message had no content, and 2) Sender was being set as the HTTP
server user.

So, I changed sendmail to sendmailpipe (args: -oi -t) and all seemed
well, until my HTML-encoded email sending users started to complain that
their messages weren't showing up.  And they aren't.  I'm seeing errors
in the qmail error logs:

delivery 99: deferral:
RT_server_error.//The_RT_server_which_handled_your_email_did_not_behave_as_expected._It/said:

...

Unknown_encoding:_7bit_at_/usr/local/lib/perl5/5.8.2/sun4-solaris/Encode/Guess.pm_line_43.

...

_my_$e_=_find_encoding($c)_or_die_"Unknown_encoding:_$c";/____//____/_____

  I couldn't find the answer in the RT list archives.  If someone has a
better solution (or if there isn't a problem and I'm just using the API
incorrectly) I'd be interested in being corrected.



Problem: RT 3.0.7_01 issue.  $Ticket->FirstCustomFieldValue(x), where x
is the integer id of a custom field or its textual name, should return
the value of the custom field.  If the custom field is a global one
rather than queue specific then it only works if the integer id of the
custom field (i.e. the value in the 'id' column of the CustomFields
table) is specified.  It seems like it should work using the id or name
of the custom field whether it is a global or queue specific custom
field.


Cause:  This is because FirstCustomFieldValue makes a call to
CustomFieldValues which then either loads the custom fields by id (works
fine) or by using the id of the queue that the ticket is in
($Ticket->QueueObj->Id).  A queue ID is an integer > 1.  A queue id of 0
signals a global value so passing in the ticket's queue id means that a
global custom field value can't be retrieved if one wants to specify the
custom field by name.


Fix:

- Copy $RT_HOME/lib/RT/Ticket_Overlay.pm to
$RT_HOME/local/lib/RT/Ticket_Local.pm

- Cut out everything except the FirstCustomFieldValue and
CustomFieldValues subroutines.

- Modify both to pass an additional parameter ($isGlobalCustomField).
If that parameter is passed, then have CustomFieldValues make its call
for the custom field values as:

   $cf->LoadByNameAndQueue(Name => $field, Queue => 0);


otherwise go with the RT default which only works if the custom field is
queue specific:


   $cf->LoadByNameAndQueue(Name => $field, Queue =>
$self->QueueObj->Id);


- Restarting Apache then means that having the following in a Mason
page:

   <%$Ticket->FirstCustomFieldValue("Foo", 1)%>

   Will invoke the new code and display the value of global custom field
"Foo".

   Having the Mason code as the usual RT call:

   <%$Ticket->FirstCustomFieldValue("Foo")%>

   so other RT pages will continue to work as they always have: This
change (as far as I can see) doesn't break any existing code.



  The code for Ticket_Local.pm is given below.  Even if this change
turns out to be unnecessary it illustrates how **trivial** it is to
**easily** change/extend RT given the thought that went into the
*_Overlay.pm, *_Local.pm, *_Vendor.pm conventions and directory
structure.







Gurdon Merchant Jr.
  gmerchant at invisibleit.com
  Invisible IT
  http://www.invisibleit.com/







use strict;
no warnings qw(redefine);


sub FirstCustomFieldValue {
    my $self = shift;
    my $field = shift;
    my $isGlobalCustomField = shift; # Set to true if requesting a
global custom field by name.

    my $values = $self->CustomFieldValues($field, $isGlobalCustomField);
    if ($values->First) {
        return $values->First->Content;
    } else {
        return undef;
    }

}


sub CustomFieldValues {
    my $self  = shift;
    my $field = shift;
    my $isGlobalCustomField = shift; # Set to true if requesting a
global custom field by name.

    my $cf = RT::CustomField->new($self->CurrentUser);

    if ($field =~ /^\d+$/) {
        $cf->LoadById($field);
    } else {
        if ($isGlobalCustomField) {
           $cf->LoadByNameAndQueue(Name => $field, Queue => 0);
        } else {
           $cf->LoadByNameAndQueue(Name => $field, Queue =>
$self->QueueObj->Id);
        }
    }
    my $cf_values = RT::TicketCustomFieldValues->new( $self->CurrentUser
);
    $cf_values->LimitToCustomField($cf->id);
    $cf_values->LimitToTicket($self->Id());

    # @values is a CustomFieldValues object;
    return ($cf_values);
}


1;







From kfh at mqsoftware.com  Mon Feb 23 18:18:04 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Mon, 23 Feb 2004 17:18:04 -0600
Subject: [rt-users] How can I setup one drop down list to affect the
	contents of another?
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A13E8@mailservermn.mqsoftware.com>

(Warning, the following may be impossible, but I need to do it anyway,
so there! ;> )

 

Our support folks want to be able to create tickets when customers call
in as opposed to sending an email (fair enough so far, I say).  We want
to get the requestor field set properly for customer that's calling in
(right, yeah, OK).  They don't want to have to know or type the caller's
email address or username into the Requestors field (OK, well, I can
understand that too).

 

So, I modified Create.html, added an Organization and Person (for lack
of a better, non-overloaded term) and I have the Organization box doing
what I want (listing all the unique org names for all users), but now
for the tricky bit.  I want the Person field to contain a list of all
the users with the same org name as chosen in the Org drop down.  So, I
seem to have (at least) a couple problems.  How to get the selected org
value (which presumably only exists in the browser until they hit a
button) into the routine to populate the Person drop down (except it's
too late since it's populated before they selected an Org), and do so in
a way that doesn't get confused between multiple users creating tickets
at the same time.

 

So, I think that I need a way for the Org drop down to take an action
when a selection is made, that will cause the form to repopulate, and I
need to get the value into the other drop down, which I could probably
do with mason globals, but how would I keep the sessions sorted out.

 

Hopefully I'm making this harder than it really is, and some kind soul
can guide me out of this maze of twisty little passages........

 

-- 

Kelly F. Hickel

Senior Software Architect

MQSoftware, Inc

952.345.8677

kfh at mqsoftware.com

 

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From pdh at snapgear.com  Mon Feb 23 19:02:43 2004
From: pdh at snapgear.com (Phil Homewood)
Date: Tue, 24 Feb 2004 10:02:43 +1000
Subject: [rt-users] Giving a mail source as parameter to rt-mailgate
	through command line
In-Reply-To: <1077539753.9010.24.camel@efv2.netcore.co.in>
References: <1077539753.9010.24.camel@efv2.netcore.co.in>
Message-ID: <20040224000243.GU717@moreton.com.au>

Ritu Khetan wrote:
>    Is it possible to run rt-mailgate through the command line wherein
> the mail message source is passed as a parameter instead of running it
> through a MTA?

Sure. (Well, message passed on stdin, not as a parameter...)

> "/opt/rt3/bin/rt-mailgate --queue 'Myqueue' --action correspond --url
> 'http://192.168.2.3:4000/' < $string
>
> $string being the complete message source

You either want to "echo $string | rt-mailgate", or run
"rt-mailgate < messagefile". Or similar.
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company



From amelton at gservices-us.com  Mon Feb 23 19:22:25 2004
From: amelton at gservices-us.com (amelton at gservices-us.com)
Date: Mon, 23 Feb 2004 16:22:25 -0800 (PST)
Subject: [rt-users] Add Custom Fields to Comment Screen
Message-ID: <45215.67.104.14.46.1077582145@sun-qmail18.laserlink.net>

How difficult is it to add a custom field to the comment/reply/resolve
screen?  On the create screen, all of my custom fileds for a given queue
appear, but subsequent changes or comments require the user to access the
jumbo tab to have access to the custom fields.

I'd like to select one of the custom fields for a queue and populate the
comment/reply/resolve screen with it.  The other fields could also appear,
but I really only want the one.

Is that something that I have to change in the GUI or edit the file
directly?  How can I do it?

Sorry if the question has already been asked.  I couldn't find the answer
in my searches...

Thanks.




From ritu at netcore.co.in  Tue Feb 24 02:05:02 2004
From: ritu at netcore.co.in (Ritu Khetan)
Date: Tue, 24 Feb 2004 12:35:02 +0530
Subject: [rt-users] Giving a mail source as parameter to rt-mailgate
	through command line
In-Reply-To: 
References: 
Message-ID: <1077606302.21674.2.camel@efv2.netcore.co.in>

Thanks! Just didnt think of this... 

Regards,
Ritu
On Mon, 2004-02-23 at 18:29, asterr wrote:

> Put the message in a file and redirect the file into rt-mailgate.
> 
> On Mon, 23 Feb 2004, Ritu Khetan wrote:
> 
> > Hi all,
> > 
> >    Is it possible to run rt-mailgate through the command line wherein
> > the mail message source is passed as a parameter instead of running it
> > through a MTA?
> > 
> >    I have to fine tune my system to read mails from a mailbox and give
> > it to RT directly rather than going through a MTA.
> > 
> > I have tried the following in a perl script,
> > "/opt/rt3/bin/rt-mailgate --queue 'Myqueue' --action correspond --url
> > 'http://192.168.2.3:4000/' < $string
> > 
> > $string being the complete message source
> > 
> > But this returns the following error  -
> > sh: Return-Path:: No such file or directory
> > sh: X-Sieve:: command not found
> > sh: -c: line 3: syntax error near unexpected token `(l'
> > 'h: -c: line 3: `Received: from localhost (localhost [127.0.0.1])
> > 
> > Please suggest ...
> > 
> > Regards,
> > Ritu
> > 
> > ----------------------------------------------------------------
> > 
> > NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134
> > 
> > MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in
> > 
> > Pragatee: Integrated Server-Software Suite: http://www.pragatee.com
> > 
> > Emergic Freedom: Server-centric Computing: http://www.emergic.com
> > 
> > BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com
> > 
> > Deeshaa: Rural Development: http://www.deeshaa.com
> > 
> > Rajesh Jain's Weblog on Technology: http://www.emergic.org
> > ----------------------------------------------------------------
> > 
> > 
> 

----------------------------------------------------------------

NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134

MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in

Pragatee: Integrated Server-Software Suite: http://www.pragatee.com

Emergic Freedom: Server-centric Computing: http://www.emergic.com

BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com

Deeshaa: Rural Development: http://www.deeshaa.com

Rajesh Jain's Weblog on Technology: http://www.emergic.org
----------------------------------------------------------------

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From kmoran at servecentric.com  Tue Feb 24 04:45:05 2004
From: kmoran at servecentric.com (Kevin Moran)
Date: Tue, 24 Feb 2004 09:45:05 -0000
Subject: [rt-users] RT customization fields
Message-ID: 

Hi,

I'm looking to create a keyword called Severity with a rating of 1 to 4.
When a ticket creatorand chooses a severity I would like this to also
automatically change the priority and due date to match the severity of
the ticket.  My perl scripting is non-existent so if someon could help
that would be great.

Regards,
Kevin

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From MCYIP at mtr.com.hk  Tue Feb 24 05:33:57 2004
From: MCYIP at mtr.com.hk (Raymond Man Chun Yip)
Date: Tue, 24 Feb 2004 18:33:57 +0800
Subject: [rt-users] word wrap in custom field
Message-ID: 

I create a custom field of TextSingle in RTFM.  When I display the article, the text in the field becomes a long line and does not wrap itself.  How can I have it wrapped automatically?

Regards,

Raymond


Take the MTR. Enjoy More Time For Life. 


*** Email Disclaimer ***
The information contained in this e-mail is confidential and is intended solely for the addressee.  If you are not the intended recipient, please notify the sender immediately and delete this e-mail from your system.  Any unauthorised use, disclosure, copying, printing, forwarding or dissemination of any part of this information is prohibited.  MTR Corporation Limited does not accept responsibility for the content of any e-mail transmitted by its staff for any reason other than bona fide business purposes.  Any information that is not transmitted via secure, tamper-proof technology should not be relied upon, unless advised or agreed otherwise in writing by an authorised representative of the Corporation. 
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From James.Little at onetel.co.uk  Tue Feb 24 05:43:16 2004
From: James.Little at onetel.co.uk (Little, James)
Date: Tue, 24 Feb 2004 10:43:16 -0000
Subject: [rt-users] RT 3.0.8 and Word Documents
Message-ID: <26763A87AB861745B5C2BD0341DC0B2E0116397A@cpqdlex02.onetel.co.uk>

Hi.

Whenever a word document is saved into RT, it does not download correctly
(Word can't convert the document..) - for some reason this didnt happen when
I first installed RT, but did after a few days (even though I havn't changed
anything with the box within those days).

Anyhow know if this is a common bug, or how to resolve it?

Thanks

---------
James Little
Web Development
Phone  : 0161 342 9443
Mobile : 0789 965 3761
Fax    : 0871 433 7985
 ___               ___       _ 
| . |._ _  ___    |_ _| ___ | |
| | || ' |/ ._> _  | | / ._>| |
`___'|_|_|\___.<_> |_| \___.|_|
                               
Landline.Internet.Mobile

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From m-liebman at northwestern.edu  Tue Feb 24 09:10:06 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Tue, 24 Feb 2004 09:10:06 -0500
Subject: [rt-users] RT 3.0.8 and Word Documents
In-Reply-To: <26763A87AB861745B5C2BD0341DC0B2E0116397A@cpqdlex02.onetel.co.uk>
References: <26763A87AB861745B5C2BD0341DC0B2E0116397A@cpqdlex02.onetel.co.uk>
Message-ID: <20040224141006.GB11345@SDF.LONESTAR.ORG>

On Tue, Feb 24, 2004 at 10:43:16AM -0000, Little, James wrote:
> Hi.
> 
> Whenever a word document is saved into RT, it does not download correctly
[snip happens]
> Anyhow know if this is a common bug, or how to resolve it?

If your Perl is older than 5.8.3, then yes, this is a common bug and
you should upgrade to 5.8.3.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From jritchie at bible.edu  Tue Feb 24 10:14:56 2004
From: jritchie at bible.edu (Josiah Ritchie)
Date: Tue, 24 Feb 2004 10:14:56 -0500
Subject: [rt-users] RT customization fields
In-Reply-To: 
References: 
Message-ID: <20040224101456.333641f8@penguin>

Kevin Moran scripted ::

>Hi, 
>
>I'm looking to create a keyword called Severity with a rating of 1 to
>4. When a ticket creatorand chooses a severity I would like this to
>also automatically change the priority and due date to match the
>severity of the ticket.  My perl scripting is non-existent so if
>someon could help that would be great.

Just curious: How does Severity and Priority differ? I would think
that they would be linked in such a way that they don't ever separate
and that this is therefore a pointless endeavor, but watching this and
other lists constantly stretches my understanding of things. I sense
such an experience here.

Thanks,
JSR/


From seph at directionless.org  Tue Feb 24 10:02:30 2004
From: seph at directionless.org (seph)
Date: Tue, 24 Feb 2004 10:02:30 -0500
Subject: [rt-users] Re: How can I setup one drop down list to affect the
 contents of another?
In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A13E8@mailservermn.mqsoftware.com>
	(Kelly F. Hickel's message of "Mon, 23 Feb 2004 17:18:04 -0600")
References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A13E8@mailservermn.mqsoftware.com>
Message-ID: 

> So, I think that I need a way for the Org drop down to take an action
> when a selection is made, that will cause the form to repopulate, and I
> need to get the value into the other drop down, which I could probably
> do with mason globals, but how would I keep the sessions sorted out.

I think you want to look at using javascript to muck with the form
contents. At least, that's how folks usually seem to be doing it.

seph


From rroff at stny.rr.com  Tue Feb 24 10:12:29 2004
From: rroff at stny.rr.com (Russ Roff)
Date: Tue, 24 Feb 2004 10:12:29 -0500
Subject: [rt-users] Scrip eval/template execute timing
Message-ID: <000a01c3fae8$9eb9cfc0$de500f0a@RUSSROFF>

I couldn't think of a better subject line - this might not be a scrip/template question at all.

I have custom fields associated with a queue.  If I reassign a ticket from that queue to another queue, I lose visibility of those fields.

I'd like to grab all of the custom fields and put them in as a comment on the ticket when it changes queues, so they are still visible.  I think one way to do this would be with a scrip and template, but I'm not sure if it will work.

If I build a scrip that matches a queue change condition, would it be evaluated after the action (queue change) has occurred, thus making the data I want to consolidate with a template unavailable?

I'm asking before doing in this case because I don't want to go to all the trouble of figuring out custom scrip/template coding if this isn't even possible.

Or is there a different way to go about doing this?

Thanks!
Russ
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From kfh at mqsoftware.com  Tue Feb 24 10:15:52 2004
From: kfh at mqsoftware.com (Kelly F. Hickel)
Date: Tue, 24 Feb 2004 09:15:52 -0600
Subject: [rt-users] Scrip eval/template execute timing
Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A13F5@mailservermn.mqsoftware.com>

I would have liked to do this also, but it turns out you can't.  Even if
you create identically named custom fields in each queue, they're not
the same custom field.  I suppose you probably could code something to
make it appear to work, but it would be a lot of effort, and probably a
bit flakey.

 

The end result is that you need to create Global Custom Fields instead
of Queue Custom Fields.  That's no problem if you wanted all the queues
to have the same fields, but if you really want custom fields that
belong to multiple (but not all) groups, you probably have to do
something like multiple RT instances......

 

-- 

Kelly F. Hickel

Senior Software Architect

MQSoftware, Inc

952.345.8677

kfh at mqsoftware.com

 

  _____  

From: Russ Roff [mailto:rroff at stny.rr.com] 
Sent: Tuesday, February 24, 2004 9:12 AM
To: rt-users at lists.fsck.com
Subject: [rt-users] Scrip eval/template execute timing

 

I couldn't think of a better subject line - this might not be a
scrip/template question at all.

 

I have custom fields associated with a queue.  If I reassign a ticket
from that queue to another queue, I lose visibility of those fields.

 

I'd like to grab all of the custom fields and put them in as a comment
on the ticket when it changes queues, so they are still visible.  I
think one way to do this would be with a scrip and template, but I'm not
sure if it will work.

 

If I build a scrip that matches a queue change condition, would it be
evaluated after the action (queue change) has occurred, thus making the
data I want to consolidate with a template unavailable?

 

I'm asking before doing in this case because I don't want to go to all
the trouble of figuring out custom scrip/template coding if this isn't
even possible.

 

Or is there a different way to go about doing this?

 

Thanks!

Russ

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From krishopper at cybernetik.net  Tue Feb 24 10:52:39 2004
From: krishopper at cybernetik.net (Kristofer Pettijohn)
Date: Tue, 24 Feb 2004 09:52:39 -0600
Subject: [rt-users] MessageID ?
In-Reply-To: <20040223005845.GG717@moreton.com.au>
References: <20040222182607.GA55644@cybernetik.net>
	<20040223005845.GG717@moreton.com.au>
Message-ID: <20040224155239.GA18395@cybernetik.net>

On Mon, Feb 23, 2004 at 10:58:45AM +1000, Phil Homewood wrote:
> Kristofer Pettijohn wrote:
> > 1) Is the MessageId column in the attachments field even being used
> >    for anything?  Everything there is blank in my database for stuff
> >    coming in.
> 
> I don't think it's currently used, but Jesse might have words
> to say there...

I'd be curious if he'd like to speak up ;)

> > 2) Following that question, is there a decent way (or just a
> >    suggestion or point in the right direction at least) to have RT
> >    check a message coming in that doesn't have    [ OrgName #5 ]
> >    in the subject line to see if it is an "In-Reply-To:" (or using
> >    the 'References' header, too to another message that has had a
> >    ticket created, and change the status of that In-Reply-To messages
> >    to be a correspondance with the original ticket?
> 
> I'd probably look at augmenting RT::EmailParser::ParseTicketId()
> to take and check the In-Reply-To and/or References headers,
> which would require a slight adjustment of the parameters passed
> to it from RT::Interface::Email::Gateway(). Doesn't look all that
> hard, if you can make use of the MessageId field mentioned above...

I've gone ahead and am willing to submit this if anyone is interested.

Kristofer



From tynor at iintiip.com  Tue Feb 24 11:59:02 2004
From: tynor at iintiip.com (Steve Tynor)
Date: Tue, 24 Feb 2004 11:59:02 -0500
Subject: [rt-users] install question: 3.0.9/perl 5.8.3/etc.: Apache::Request
Message-ID: <16443.33494.932260.612513@gromit.iintiip.com>

I've decided to stop banging my head against mysterious attachment
errors when trying to use the Redhat9 RPM-based perl and apache2.  So
I've compiled perl 5.83, apache, mod_perl1, mod_ssl and am trying to
configure rt 3.0.9.  I'm stuck with cpan not being able to install
Apache::Request.  In the log, I can clearly see it looking at
/etc/httpd/ for conf files, but that is where the Redhat9 apache2
configs are stored; I need it to see the apache I built from source in
/usr/local/apache.

I can't uninstall the old apache and perl on this box. I need them both
to coexist. (at least until the new RT is running cleanly).  Everything
else seems to be ready to go, but until rt-test-dependencies is happy, I
can't proceed.  Can anyone advice what perl magic may be required to
install Apache::Request (which in turn wants Apache::Test) on a box that
not only has two versions of perl (5.8.0 in /bin and 5.8.3 in
/usr/local/bin) but also two apaches (2.x in /bin and 1.x in
/usr/local/apache)?

I know this isn't really an RT-specific issue - surely more of a perl
question, but I'm not a perl kinda guy and I'd guess that others on this
list have faced the same problem when trying to wean themselves away
from Redhat-rpm-based semi-broken installations.

Thanks!
Steve



from the CPAN log:

....
  CPAN.pm: Going to build S/ST/STAS/Apache-Test-1.07.tar.gz

    generating script t/TEST
*** file /etc/httpd/conf.d/*.conf does not exist
Checking if your kit is complete...
....
Can't locate Apache/TestRun.pm in @INC (@INC contains: lib
/usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3
/usr/local/lib/perl5/site_perl/5.8.3/i686-linux
/usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .).
BEGIN failed--compilation aborted.
....
make[1]: Leaving directory `/root/.cpan/build/libapreq-1.3/Cookie'
PERL_DL_NONLAZY=1 /usr/local/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/*....t/*.t does not exist
FAILED--1 test script could be run, alas--no output ever seen
make: *** [test_dynamic] Error 2
  /usr/bin/make test -- NOT OK



From khera at kcilink.com  Tue Feb 24 12:04:03 2004
From: khera at kcilink.com (Vivek Khera)
Date: Tue, 24 Feb 2004 12:04:03 -0500
Subject: [rt-users] rt2 SendmailArguments only honors first argument?
Message-ID: <72AF9E31-66EB-11D8-8AEB-000A9578CFCC@kcilink.com>

It appears that in rt2 the $RT::SendmailArguments only honors the first 
argument given it.

We got notice from some idiot ISP that they block all messages with 
SMTP sender www@ in the theory that it is some sort of 
infected machine.  Right.  So I needed to change the sender of all RT 
originated messages, since the web server runs as user www.

My first try was this:

$SendmailArguments="-oi -f$CorrespondAddress";

That is, I just added -f$CorrespondAddress to the existing "-oi".

However, the sender address reported in the mail logs was still www@ 
which seemed strange.  So then I tried this:

$SendmailArguments="-f$CorrespondAddress -oi";

Now suddenly the sender address was reported properly.  However, I'm 
afraid that the -oi flag may be ignored, which could potentially cause 
problems.  Yes, I *did* stop and restart the httpd between every config 
file change.  My mailer is postfix, in case it happens to be a 
difference between Sendmail brand "sendmail" and postfix' "sendmail".

I haven't looked into how RT3 handles the sending of mail, but if it is 
still using MIME::Entity->send() as inherited from Mail::Internet and 
Mail::Mailer, I suspect it will also suffer this problem.  It appears 
to me that perhaps SendmailArguments should be split into an array 
rather than being copied into $RT::MailParams verbatim.  I haven't 
tested this theory, though.

Anyone else run into anything similar?

=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
Vivek Khera, Ph.D.                Khera Communications, Inc.
Internet: khera at kciLink.com       Rockville, MD  +1-301-869-4449 x806
AIM: vivekkhera Y!: vivek_khera   http://www.khera.org/~vivek/



From m-liebman at northwestern.edu  Tue Feb 24 12:37:23 2004
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Tue, 24 Feb 2004 12:37:23 -0500
Subject: [rt-users] RT customization fields
In-Reply-To: <20040224101456.333641f8@penguin>
References: 
	<20040224101456.333641f8@penguin>
Message-ID: <20040224173723.GA12867@SDF.LONESTAR.ORG>

On Tue, Feb 24, 2004 at 10:14:56AM -0500, Josiah Ritchie wrote:
> Just curious: How does Severity and Priority differ? I would think
> that they would be linked in such a way that they don't ever separate
> and that this is therefore a pointless endeavor, but watching this and
> other lists constantly stretches my understanding of things. I sense
> such an experience here.

Severity is usually regarded as the customer's perspective on just how
bad something is. Priority is often the internal assignment of working
order. You may work on customer A's medium severity issue before you
work on customer B's high severity issue because customer A has a
faster response SLA than customer B.

HTH,
Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From mailbag at anothernet.com  Tue Feb 24 12:54:13 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Tue, 24 Feb 2004 12:54:13 -0500
Subject: [rt-users] Slow ticket open - how to improve performance?
Message-ID: 

Opening tickets can sometimes take a long time (15-20 seconds).  Ours is a
brand new installation (just entered the second week), we only have two
users, and less than 400 tickets.

What can we do?  We've noticed that tickets with longer histories take
longer to come up (makes sense), but these histories are usually composed of
simple things like status changes, ownership changes, and short messages or
comments.

I've gone over the archives and implemented as many of the improvements I
found (MySQL memory settings, database indexes, etc).  Here are the indexes
I created:

1.  alter table TicketCustomFieldValues add index (Ticket);
2.  create index CacheMemId on CachedGroupMembers(MemberId);
3.  create index CacheGrouID on CachedGroupMembers (GroupId);
4.  create index CacheMemIdGrouId on CachedGroupMembers(MemberId,GroupId);
5.  create index PrincipalType on Principals(PrincipalType);
6.  create index CustomField on TicketCustomFieldValues(CustomField);
7.  create index Domain on Groups(domain);
8.  create index Instance on Groups(instance);

The above are in addition to the indexes the RT came with "out of the box".

Our hardware and software set up is:

1.  RT 3.0.8
2.  Apache 1.3.29 using mod_perl (all compiled with the latest source as of
2/1/2004)
3.  MySQL 3.23.58  (compiled with the latest source as of 2/1/2004)
4.  Athlon 800 Mhz, 256 Meg RAM
5.  100 Mbit LAN
6.  Caldera OpenLinux 3.11 (Linux kernel v2.4.13).

What are we missing?  How can we improve?  Is the hardware not enough?
Should we add more memory? Here's the output of the "free" command:

             total       used       free     shared    buffers     cached
Mem:        255448     243956      11492         12       2652      87184
-/+ buffers/cache:     154120     101328
Swap:       208836     136640      72196

Are we too constrained?

Any help would be much, much appreciated.

Thanks!

Chago




From kpietri at nvps.net  Tue Feb 24 13:17:12 2004
From: kpietri at nvps.net (Karl Pietri)
Date: Tue, 24 Feb 2004 13:17:12 -0500
Subject: [rt-users] Slow ticket open - how to improve performance?
References: 
Message-ID: <019d01c3fb02$6cf30c80$0202010a@hslantech>

We were experiancing slow being slow in general and also had a similar mem
situation (11 physical free).  Upgrading it to 512 sped things up 90%

-Karl Pietri
----- Original Message -----
From: "Adolfo Santiago" 
To: 
Sent: Tuesday, February 24, 2004 12:54 PM
Subject: [rt-users] Slow ticket open - how to improve performance?


> Opening tickets can sometimes take a long time (15-20 seconds).  Ours is a
> brand new installation (just entered the second week), we only have two
> users, and less than 400 tickets.
>
> What can we do?  We've noticed that tickets with longer histories take
> longer to come up (makes sense), but these histories are usually composed
of
> simple things like status changes, ownership changes, and short messages
or
> comments.
>
> I've gone over the archives and implemented as many of the improvements I
> found (MySQL memory settings, database indexes, etc).  Here are the
indexes
> I created:
>
> 1.  alter table TicketCustomFieldValues add index (Ticket);
> 2.  create index CacheMemId on CachedGroupMembers(MemberId);
> 3.  create index CacheGrouID on CachedGroupMembers (GroupId);
> 4.  create index CacheMemIdGrouId on CachedGroupMembers(MemberId,GroupId);
> 5.  create index PrincipalType on Principals(PrincipalType);
> 6.  create index CustomField on TicketCustomFieldValues(CustomField);
> 7.  create index Domain on Groups(domain);
> 8.  create index Instance on Groups(instance);
>
> The above are in addition to the indexes the RT came with "out of the
box".
>
> Our hardware and software set up is:
>
> 1.  RT 3.0.8
> 2.  Apache 1.3.29 using mod_perl (all compiled with the latest source as
of
> 2/1/2004)
> 3.  MySQL 3.23.58  (compiled with the latest source as of 2/1/2004)
> 4.  Athlon 800 Mhz, 256 Meg RAM
> 5.  100 Mbit LAN
> 6.  Caldera OpenLinux 3.11 (Linux kernel v2.4.13).
>
> What are we missing?  How can we improve?  Is the hardware not enough?
> Should we add more memory? Here's the output of the "free" command:
>
>              total       used       free     shared    buffers     cached
> Mem:        255448     243956      11492         12       2652      87184
> -/+ buffers/cache:     154120     101328
> Swap:       208836     136640      72196
>
> Are we too constrained?
>
> Any help would be much, much appreciated.
>
> Thanks!
>
> Chago
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From phurley at tacc.utexas.edu  Tue Feb 24 13:19:43 2004
From: phurley at tacc.utexas.edu (Patrick Hurley)
Date: Tue, 24 Feb 2004 12:19:43 -0600
Subject: [rt-users] install question: 3.0.9/perl 5.8.3/etc.:
	Apache::Request
Message-ID: 

Whenever I encountered problems with cpan installing modules, the best solution I found was to go to cpan.org and download/compile/install the modules manually.  I've never had a problem with this (except for a weird thing under gentoo, but that's another story).
 
ph.

________________________________

From: rt-users-bounces at lists.bestpractical.com on behalf of Steve Tynor
Sent: Tue 2/24/2004 10:59 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] install question: 3.0.9/perl 5.8.3/etc.: Apache::Request



I've decided to stop banging my head against mysterious attachment
errors when trying to use the Redhat9 RPM-based perl and apache2.  So
I've compiled perl 5.83, apache, mod_perl1, mod_ssl and am trying to
configure rt 3.0.9.  I'm stuck with cpan not being able to install
Apache::Request.  In the log, I can clearly see it looking at
/etc/httpd/ for conf files, but that is where the Redhat9 apache2
configs are stored; I need it to see the apache I built from source in
/usr/local/apache.

I can't uninstall the old apache and perl on this box. I need them both
to coexist. (at least until the new RT is running cleanly).  Everything
else seems to be ready to go, but until rt-test-dependencies is happy, I
can't proceed.  Can anyone advice what perl magic may be required to
install Apache::Request (which in turn wants Apache::Test) on a box that
not only has two versions of perl (5.8.0 in /bin and 5.8.3 in
/usr/local/bin) but also two apaches (2.x in /bin and 1.x in
/usr/local/apache)?

I know this isn't really an RT-specific issue - surely more of a perl
question, but I'm not a perl kinda guy and I'd guess that others on this
list have faced the same problem when trying to wean themselves away
from Redhat-rpm-based semi-broken installations.

Thanks!
Steve



from the CPAN log:

....
  CPAN.pm: Going to build S/ST/STAS/Apache-Test-1.07.tar.gz

    generating script t/TEST
*** file /etc/httpd/conf.d/*.conf does not exist
Checking if your kit is complete...
....
Can't locate Apache/TestRun.pm in @INC (@INC contains: lib
/usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3
/usr/local/lib/perl5/site_perl/5.8.3/i686-linux
/usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .).
BEGIN failed--compilation aborted.
....
make[1]: Leaving directory `/root/.cpan/build/libapreq-1.3/Cookie'
PERL_DL_NONLAZY=1 /usr/local/bin/perl "-MExtUtils::Command::MM" "-e"
"test_harness(0, 'blib/lib', 'blib/arch')" t/*.t
t/*....t/*.t does not exist
FAILED--1 test script could be run, alas--no output ever seen
make: *** [test_dynamic] Error 2
  /usr/bin/make test -- NOT OK

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

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




From mailbag at anothernet.com  Tue Feb 24 13:41:02 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Tue, 24 Feb 2004 13:41:02 -0500
Subject: [rt-users] Slow ticket open - how to improve performance?
In-Reply-To: <019d01c3fb02$6cf30c80$0202010a@hslantech>
Message-ID: 

I'm buying more memory today.  The nagging I keep hearing is getting a
little old...

In any case, I don't understand why we've been so stingy with the memory on
this server.  Even our regular office workstations have AT LEAST that much.

I'll report back in with the improvement (or lack thereof).

What about any other potential improvements?  Anyone?

Chago


> -----Original Message-----
> From: Karl Pietri [mailto:kpietri at nvps.net]
> Sent: Tuesday, February 24, 2004 1:17 PM
> To: Adolfo Santiago; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Slow ticket open - how to improve performance?
>
>
> We were experiancing slow being slow in general and also had a similar mem
> situation (11 physical free).  Upgrading it to 512 sped things up 90%
>
> -Karl Pietri
> ----- Original Message -----
> From: "Adolfo Santiago" 
> To: 
> Sent: Tuesday, February 24, 2004 12:54 PM
> Subject: [rt-users] Slow ticket open - how to improve performance?
>
>
> > Opening tickets can sometimes take a long time (15-20 seconds).
>  Ours is a
> > brand new installation (just entered the second week), we only have two
> > users, and less than 400 tickets.
> >
> > What can we do?  We've noticed that tickets with longer histories take
> > longer to come up (makes sense), but these histories are
> usually composed
> of
> > simple things like status changes, ownership changes, and short messages
> or
> > comments.
> >
> > I've gone over the archives and implemented as many of the
> improvements I
> > found (MySQL memory settings, database indexes, etc).  Here are the
> indexes
> > I created:
> >
> > 1.  alter table TicketCustomFieldValues add index (Ticket);
> > 2.  create index CacheMemId on CachedGroupMembers(MemberId);
> > 3.  create index CacheGrouID on CachedGroupMembers (GroupId);
> > 4.  create index CacheMemIdGrouId on
> CachedGroupMembers(MemberId,GroupId);
> > 5.  create index PrincipalType on Principals(PrincipalType);
> > 6.  create index CustomField on TicketCustomFieldValues(CustomField);
> > 7.  create index Domain on Groups(domain);
> > 8.  create index Instance on Groups(instance);
> >
> > The above are in addition to the indexes the RT came with "out of the
> box".
> >
> > Our hardware and software set up is:
> >
> > 1.  RT 3.0.8
> > 2.  Apache 1.3.29 using mod_perl (all compiled with the latest source as
> of
> > 2/1/2004)
> > 3.  MySQL 3.23.58  (compiled with the latest source as of 2/1/2004)
> > 4.  Athlon 800 Mhz, 256 Meg RAM
> > 5.  100 Mbit LAN
> > 6.  Caldera OpenLinux 3.11 (Linux kernel v2.4.13).
> >
> > What are we missing?  How can we improve?  Is the hardware not enough?
> > Should we add more memory? Here's the output of the "free" command:
> >
> >              total       used       free     shared    buffers
>    cached
> > Mem:        255448     243956      11492         12       2652
>     87184
> > -/+ buffers/cache:     154120     101328
> > Swap:       208836     136640      72196
> >
> > Are we too constrained?
> >
> > Any help would be much, much appreciated.
> >
> > Thanks!
> >
> > Chago
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.bestpractical.com
> > http://lists.bestpractical.com/mailman/listinfo/rt-users
> >
> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
> >
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From jesse at bestpractical.com  Tue Feb 24 14:38:00 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 24 Feb 2004 14:38:00 -0500
Subject: [rt-users] MessageID ?
In-Reply-To: <20040224155239.GA18395@cybernetik.net>
References: <20040222182607.GA55644@cybernetik.net>
	<20040223005845.GG717@moreton.com.au>
	<20040224155239.GA18395@cybernetik.net>
Message-ID: 


On Feb 24, 2004, at 10:52 AM, Kristofer Pettijohn wrote:

> On Mon, Feb 23, 2004 at 10:58:45AM +1000, Phil Homewood wrote:
>> Kristofer Pettijohn wrote:
>>> 1) Is the MessageId column in the attachments field even being used
>>>    for anything?  Everything there is blank in my database for stuff
>>>    coming in.
>>
>> I don't think it's currently used, but Jesse might have words
>> to say there...
>
> I'd be curious if he'd like to speak up ;)

Not currently used. iirc, there's a patch to at least pull out the data 
floating around.
-------------- next part --------------
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From pdh at bestpractical.com  Tue Feb 24 17:09:22 2004
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 25 Feb 2004 08:09:22 +1000
Subject: [rt-users] Slow ticket open - how to improve performance?
In-Reply-To: 
References: 
Message-ID: <20040224220922.GX717@moreton.com.au>

Adolfo Santiago wrote:
> 3.  MySQL 3.23.58  (compiled with the latest source as of 2/1/2004)

Not supported. And if it's not built with InnoDB support, and
if RT is not using InnoDB tables, then there's a big performance
problem right there...
-- 
?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From adam at baz.org  Tue Feb 24 17:18:28 2004
From: adam at baz.org (Adam Hirsch)
Date: Tue, 24 Feb 2004 17:18:28 -0500
Subject: [rt-users] $EDITOR and cli reply
Message-ID: <20040224221828.GA3046@baz.org>

Hoy, folks -- 

I'm trying to automate updating tickets via the CLI, using the "-a" flag
to attach my updates.  Unless I specify  -m " " on the command line,
though, the CLI insists on opening up $EDITOR to look at the reply
template.  While specifying a one-space message works, it's a little
clunky.  Anyone played with this at all?

Adam

-- 
      Adam Edmund Hirsch  dAchsHund mErmaid  adam at baz.org
      mucH AdmirEd hands mr mEdiA dacHshund  http://web.baz.org/~adam/


From berger at netbios.fr  Tue Feb 24 17:23:55 2004
From: berger at netbios.fr (Christophe Berger)
Date: Tue, 24 Feb 2004 23:23:55 +0100
Subject: [rt-users] open tickets count with restricted users, bug?
Message-ID: <403BCEFB.7@netbios.fr>

Hello,

I set a client group which has only acces to tickets is made, but when 
somebody of this group logs on he sees the total ticket count per queue 
on the welcome page.
Is this a bug or did I do somethinh wrong?
Is it a patch? if not, i'll correct it...

Thanks

-- 
Christophe Berger | chris at berger.cx | http://chris.berger.cx
GPG FP: 3C64 1415 7E51 469A D334 6370 426E 9C00 CB74 F360



From jesse at bestpractical.com  Tue Feb 24 17:38:40 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 24 Feb 2004 17:38:40 -0500
Subject: [rt-users] open tickets count with restricted users, bug?
In-Reply-To: <403BCEFB.7@netbios.fr>
References: <403BCEFB.7@netbios.fr>
Message-ID: <31CE904D-671A-11D8-9D35-000A95AF033C@bestpractical.com>


On Feb 24, 2004, at 5:23 PM, Christophe Berger wrote:

> Hello,
>
> I set a client group which has only acces to tickets is made, but when 
> somebody of this group logs on he sees the total ticket count per 
> queue on the welcome page.
> Is this a bug or did I do somethinh wrong?
> Is it a patch? if not, i'll correct it...

So, the problem is that to apply ACLs, it's about 10x the computational 
intensity of getting raw counts.

I'd love to see a solution that doesn't totally kill performance, though

	Best
	Jesse

> Thanks
>
> -- 
> Christophe Berger | chris at berger.cx | http://chris.berger.cx
> GPG FP: 3C64 1415 7E51 469A D334 6370 426E 9C00 CB74 F360
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>



From adam at baz.org  Tue Feb 24 17:56:06 2004
From: adam at baz.org (Adam Hirsch)
Date: Tue, 24 Feb 2004 17:56:06 -0500
Subject: [rt-users] $EDITOR and cli reply
In-Reply-To: <20040224221828.GA3046@baz.org>
References: <20040224221828.GA3046@baz.org>
Message-ID: <20040224225606.GA4242@baz.org>

Fixed my own problem by having the rt cli tool accept a message on STDIN, with
a "-m -" flag.  Dunno if this'll be useful to anyone else, but hey, it made
doing my updates much, much easier, and doesn't seem to negatively impact any
of the rest of the cli functionality... 

Jesse, et al -- lemme know if you folks are going to roll this into the
release tree, so I won't have to keep maintaining the diffs as I upgrade.

*** rt.orig     Tue Feb 24 17:43:03 2004
--- rt  Tue Feb 24 17:51:39 2004
***************
*** 514,520 ****
                  my $a = $_ eq "-b" ? \@bcc : \@cc;
                  @$a = split /\s*,\s*/, shift @ARGV;
              }
!             elsif (/-m/) { $msg = shift @ARGV }
              elsif (/-w/) { $wtime = shift @ARGV }
          }
          elsif (!$id && m|^(?:ticket/)?($idlist)$|) {
--- 514,526 ----
                  my $a = $_ eq "-b" ? \@bcc : \@cc;
                  @$a = split /\s*,\s*/, shift @ARGV;
              }
!             elsif (/-m/) { 
!               $msg = shift @ARGV;
!               if ($msg =~ /^-$/) {
!                       undef $msg;
!                       while () { $msg .= $_ }
!                 }
!               }
              elsif (/-w/) { $wtime = shift @ARGV }
          }
          elsif (!$id && m|^(?:ticket/)?($idlist)$|) {

Adam

-- 
                                  What I am I am, and say not.
  adam hirsch                                   Being is the great explainer.
                                        - Henry Thoreau


From pdh at snapgear.com  Tue Feb 24 18:17:48 2004
From: pdh at snapgear.com (Phil Homewood)
Date: Wed, 25 Feb 2004 09:17:48 +1000
Subject: [rt-users] rt2 SendmailArguments only honors first argument?
In-Reply-To: <72AF9E31-66EB-11D8-8AEB-000A9578CFCC@kcilink.com>
References: <72AF9E31-66EB-11D8-8AEB-000A9578CFCC@kcilink.com>
Message-ID: <20040224231748.GD717@moreton.com.au>

Vivek Khera wrote:
> It appears that in rt2 the $RT::SendmailArguments only honors the first 
> argument given it.

Can you verify this, say, by pointing $SendmailPath to
a wrapper script and capturing the args it sees?
-- 
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company


From mailbag at anothernet.com  Tue Feb 24 19:17:18 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Tue, 24 Feb 2004 19:17:18 -0500
Subject: [rt-users] Slow ticket open - how to improve performance?
In-Reply-To: 
Message-ID: 

Follow up...

Put in 512 Megs of RAM to bring up the box to 784 Megs or so.

I see performance improvements here and there, in some cases great
improvements (like bringing up a list of tickets).  But there are still
"pockets of resistance".  Like this one ticket that takes about 10 seconds
to open.  Nothing special about it, just several comments and responses.

But I don't regret putting in the extra memory.

Chago


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Adolfo
> Santiago
> Sent: Tuesday, February 24, 2004 1:41 PM
> To: rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Slow ticket open - how to improve performance?
>
>
> I'm buying more memory today.  The nagging I keep hearing is getting a
> little old...
>
> In any case, I don't understand why we've been so stingy with the
> memory on
> this server.  Even our regular office workstations have AT LEAST
> that much.
>
> I'll report back in with the improvement (or lack thereof).
>
> What about any other potential improvements?  Anyone?
>
> Chago
>
>
> > -----Original Message-----
> > From: Karl Pietri [mailto:kpietri at nvps.net]
> > Sent: Tuesday, February 24, 2004 1:17 PM
> > To: Adolfo Santiago; rt-users at lists.bestpractical.com
> > Subject: Re: [rt-users] Slow ticket open - how to improve performance?
> >
> >
> > We were experiancing slow being slow in general and also had a
> similar mem
> > situation (11 physical free).  Upgrading it to 512 sped things up 90%
> >
> > -Karl Pietri
> > ----- Original Message -----
> > From: "Adolfo Santiago" 
> > To: 
> > Sent: Tuesday, February 24, 2004 12:54 PM
> > Subject: [rt-users] Slow ticket open - how to improve performance?
> >
> >
> > > Opening tickets can sometimes take a long time (15-20 seconds).
> >  Ours is a
> > > brand new installation (just entered the second week), we
> only have two
> > > users, and less than 400 tickets.
> > >
> > > What can we do?  We've noticed that tickets with longer histories take
> > > longer to come up (makes sense), but these histories are
> > usually composed
> > of
> > > simple things like status changes, ownership changes, and
> short messages
> > or
> > > comments.
> > >
> > > I've gone over the archives and implemented as many of the
> > improvements I
> > > found (MySQL memory settings, database indexes, etc).  Here are the
> > indexes
> > > I created:
> > >
> > > 1.  alter table TicketCustomFieldValues add index (Ticket);
> > > 2.  create index CacheMemId on CachedGroupMembers(MemberId);
> > > 3.  create index CacheGrouID on CachedGroupMembers (GroupId);
> > > 4.  create index CacheMemIdGrouId on
> > CachedGroupMembers(MemberId,GroupId);
> > > 5.  create index PrincipalType on Principals(PrincipalType);
> > > 6.  create index CustomField on TicketCustomFieldValues(CustomField);
> > > 7.  create index Domain on Groups(domain);
> > > 8.  create index Instance on Groups(instance);
> > >
> > > The above are in addition to the indexes the RT came with "out of the
> > box".
> > >
> > > Our hardware and software set up is:
> > >
> > > 1.  RT 3.0.8
> > > 2.  Apache 1.3.29 using mod_perl (all compiled with the
> latest source as
> > of
> > > 2/1/2004)
> > > 3.  MySQL 3.23.58  (compiled with the latest source as of 2/1/2004)
> > > 4.  Athlon 800 Mhz, 256 Meg RAM
> > > 5.  100 Mbit LAN
> > > 6.  Caldera OpenLinux 3.11 (Linux kernel v2.4.13).
> > >
> > > What are we missing?  How can we improve?  Is the hardware not enough?
> > > Should we add more memory? Here's the output of the "free" command:
> > >
> > >              total       used       free     shared    buffers
> >    cached
> > > Mem:        255448     243956      11492         12       2652
> >     87184
> > > -/+ buffers/cache:     154120     101328
> > > Swap:       208836     136640      72196
> > >
> > > Are we too constrained?
> > >
> > > Any help would be much, much appreciated.
> > >
> > > Thanks!
> > >
> > > Chago
> > >
> > >
> > > _______________________________________________
> > > rt-users mailing list
> > > rt-users at lists.bestpractical.com
> > > http://lists.bestpractical.com/mailman/listinfo/rt-users
> > >
> > > Have you read the FAQ? The RT FAQ Manager lives at
http://fsck.com/rtfm
> >
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>


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

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




From mailbag at anothernet.com  Tue Feb 24 19:19:17 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Tue, 24 Feb 2004 19:19:17 -0500
Subject: [rt-users] Slow ticket open - how to improve performance?
In-Reply-To: <20040224220922.GX717@moreton.com.au>
Message-ID: 

It is built with InnoDB and those are the types of tables RT is using.

How much of a pain would it be to upgrade to 4.X from 3.23.58?  Will I have
to recompile other things, like Apache and PHP?

Thanks!

Chago


> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil
> Homewood
> Sent: Tuesday, February 24, 2004 5:09 PM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Slow ticket open - how to improve performance?
>
>
> Adolfo Santiago wrote:
> > 3.  MySQL 3.23.58  (compiled with the latest source as of 2/1/2004)
>
> Not supported. And if it's not built with InnoDB support, and
> if RT is not using InnoDB tables, then there's a big performance
> problem right there...
> --
> ?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
>
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>
>  ** CRM114 Whitelisted by: lists.bestpractical.com **
>




From jesse at bestpractical.com  Tue Feb 24 21:01:17 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 24 Feb 2004 21:01:17 -0500
Subject: [rt-users] $EDITOR and cli reply
In-Reply-To: <20040224225606.GA4242@baz.org>
References: <20040224221828.GA3046@baz.org> <20040224225606.GA4242@baz.org>
Message-ID: <7FB34BDF-6736-11D8-881D-000A95AA631E@bestpractical.com>


On Feb 24, 2004, at 5:56 PM, Adam Hirsch wrote:

> Fixed my own problem by having the rt cli tool accept a message on 
> STDIN, with
> a "-m -" flag.  Dunno if this'll be useful to anyone else, but hey, it 
> made
> doing my updates much, much easier, and doesn't seem to negatively 
> impact any
> of the rest of the cli functionality...
>
> Jesse, et al -- lemme know if you folks are going to roll this into the
> release tree, so I won't have to keep maintaining the diffs as I 
> upgrade.

Forwarded to the rt-bugs queue for application for a future 3.0.x 
release. #5303
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From patl at fusemail.com  Tue Feb 24 21:13:33 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Tue, 24 Feb 2004 20:13:33 -0600 (CST)
Subject: [rt-users] RT 3.0.9: SimpleSearch error
In-Reply-To: <7FB34BDF-6736-11D8-881D-000A95AA631E@bestpractical.com>
References: <20040224221828.GA3046@baz.org> <20040224225606.GA4242@baz.org> 
	<7FB34BDF-6736-11D8-881D-000A95AA631E@bestpractical.com>
Message-ID: <1365.24.202.127.244.1077675213.fusewebmail@www.fusemail.com>

Hi all,

In RT 3.0.9, when I enter a ticket number in the SimpleSearch box in the
righthand corner, I get a blank page. No errors in rt.log nor in
httpd/error_log.

I managed to fix by submitting the SimpleSearch form directly to
/Tickets/Display.html?id=nnn instead to /index.html?q=nnn.

There seems to be a problem with the Mason $m->redirect() call.

Anyone else seen this? I had a similar issue before with an old CGI.pm,
but now I have 3.01.

Patrick


From ritu at netcore.co.in  Wed Feb 25 02:16:04 2004
From: ritu at netcore.co.in (Ritu Khetan)
Date: Wed, 25 Feb 2004 12:46:04 +0530
Subject: [rt-users] RT on perl 5.6.1
Message-ID: <1077693364.31046.59.camel@efv2.netcore.co.in>

Hello All,

   Can RT be installed on a system running perl 5.6.1. The system that I
want to run RT on cannot be upgraded to perl 5.8.0 because of some other
dependencies.

If yes, are there any specific things to be kept in mind and how do I go
about it.

Regards,
Ritu 

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From Scott at ach.org.au  Wed Feb 25 02:23:48 2004
From: Scott at ach.org.au (Scott Chamings)
Date: Wed, 25 Feb 2004 17:53:48 +1030
Subject: [rt-users] Re: rt-users Digest, Vol 4, Issue 88 (Central Induction
	Training 25 Feb)
Message-ID: 

Scott Chamings is currently attending  Central Induction Training and
will not be available until Thurs 26th Febraury 2003.

Urgent enquiries can be forward to Damen Lange.


From say_ten at multiplay.co.uk  Wed Feb 25 03:08:18 2004
From: say_ten at multiplay.co.uk (Matthew Cheale)
Date: Wed, 25 Feb 2004 08:08:18 +0000
Subject: [rt-users] Slow ticket open - how to improve performance?
In-Reply-To: 
References: 
Message-ID: <403C57F2.9080303@multiplay.co.uk>

Upgrading to 4.x should by seamless.

Adolfo Santiago wrote:

> It is built with InnoDB and those are the types of tables RT is using.
> 
> How much of a pain would it be to upgrade to 4.X from 3.23.58?  Will I have
> to recompile other things, like Apache and PHP?
> 
> Thanks!
> 
> Chago
> 
> 
> 
>>-----Original Message-----
>>From: rt-users-bounces at lists.bestpractical.com
>>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil
>>Homewood
>>Sent: Tuesday, February 24, 2004 5:09 PM
>>To: rt-users at lists.bestpractical.com
>>Subject: Re: [rt-users] Slow ticket open - how to improve performance?
>>
>>
>>Adolfo Santiago wrote:
>>
>>>3.  MySQL 3.23.58  (compiled with the latest source as of 2/1/2004)
>>
>>Not supported. And if it's not built with InnoDB support, and
>>if RT is not using InnoDB tables, then there's a big performance
>>problem right there...
>>--
>>?|? http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
>>_______________________________________________
>>rt-users mailing list
>>rt-users at lists.bestpractical.com
>>http://lists.bestpractical.com/mailman/listinfo/rt-users
>>
>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm
>>
>> ** CRM114 Whitelisted by: lists.bestpractical.com **
>>
> 
> 
> 
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-users
> 
> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

-- 
With regards,

Say_Ten

================================================
This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. 

In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137
or return the E.mail to postmaster at multiplay.co.uk.




From torsten.brumm at kuehne-nagel.com  Wed Feb 25 07:26:39 2004
From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm)
Date: Wed, 25 Feb 2004 13:26:39 +0100
Subject: [rt-users] Performance Issues RT3 (following some other treats)
Message-ID: 

Hi @All,

ok, now the most of the configuration problems are fixed, but the new system
is slow!!! Have anyone some system values or settings for fastcgi, mysql and
so on?

OK, what have i done, which test i have made and how is my test environment:

1. Starting with our old RT2

Its based on a:
- PIII-500 with 700 MB RAM
- Apache 1.3
- mod_perl 1.26
- MySQL 3.23
- RT2
- 6000 Users
- 40.000 Tickets in Database
- OK, not bad for an old system with 200 currently working user on it. But
its very slow, too slow to work with it.

2. Coming to our new environment:

- Single Pentium IV Xeon with 2 GB RAM
- Apache 2.0.48
- FastCGI
- MySQL 4
- RT3
- 6000 Users
- 40000 Tickets
- Only one user working on the box !
- OK, its faster, but only with one User!!!

3. Same with a dual prozessor Box:

- Dual Pentium IV Xeon with 2 GB RAM
- Apache 2.0.48
- FastCGI
- MySQL 4
- RT3
- 6000 Users
- 40000 Tickets
- Only one user working on the box !

Tests						Pentium III / 500 	Single Pentium 4		Dual Pentium 4

Press CREATE Ticket				11 sec			1 sec				1 sec
Submit New Ticket					3 sec				4 sec				3 sec

Press Reply Ticket				15 sec			1 sec				1 sec
Submit Reply Ticket				6 sec				6 sec				3 sec

Press Resolve Ticket				24 sec			1 sec				1 sec
Submit Resolve Ticket				3 sec				5 sec				3 sec

Press Create Ticket				17 sec			2 sec				1 sec
Submit Ticket with Attachment			15 sec			16 sec			9 sec
(1,7 MB)

Search for Ticket					2 sec				3 sec				2 sec
Search for Username				13 sec			4 sec				3 sec

Now my configuration:

Apache: httpd.conf

LoadModule fastcgi_module /usr/lib/httpd/modules/mod_fastcgi.so
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes
20 -listen-queue-depth 200 -priority 10

        ServerName ticket-new.company.com
        ServerAdmin support at company.com
        DocumentRoot /opt/rt3/share/html
        AddHandler fastcgi-script .fcgi
        Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
        ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/


MySQL: my.cnf (copied from the my-huge.cnf

[client]
port            = 3306
socket          = /var/lib/mysql/mysql.sock
[mysqld]
port            = 3306
socket          = /var/lib/mysql/mysql.sock
skip-locking
key_buffer = 384M
max_allowed_packet = 10M
table_cache = 512
sort_buffer_size = 20M
read_buffer_size = 20M
myisam_sort_buffer_size = 128M
thread_cache = 64
query_cache_size = 64M
thread_concurrency = 8
[mysqldump]
quick
max_allowed_packet = 32M
[mysql]
no-auto-rehash
[isamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 20M
write_buffer = 20M
[myisamchk]
key_buffer = 256M
sort_buffer_size = 256M
read_buffer = 20M
write_buffer = 20M
[mysqlhotcopy]
interactive-timeout

OK, so far, so good. I have heard something about performance tips and
reindexing mysql database, where can i get mor information about this ?!

Kind Regards

Torsten Brumm



From patl at fusemail.com  Wed Feb 25 08:43:50 2004
From: patl at fusemail.com (Patrick LeBoutillier)
Date: Wed, 25 Feb 2004 08:43:50 -0500
Subject: [rt-users] RT on perl 5.6.1
In-Reply-To: <1077693364.31046.59.camel@efv2.netcore.co.in>
References: <1077693364.31046.59.camel@efv2.netcore.co.in>
Message-ID: <1077716630.29757.1146.camel@pc087.unigiciel.com>

On Wed, 2004-02-25 at 02:16, Ritu Khetan wrote:
> Hello All,
> 
>    Can RT be installed on a system running perl 5.6.1. The system that
> I want to run RT on cannot be upgraded to perl 5.8.0 because of some
> other dependencies.
> 

But maybe you can install both at the same time and use 5.8.3 only 
for RT...

Patrick



From Lisa_Lagergren at national.com.au  Wed Feb 25 09:02:41 2004
From: Lisa_Lagergren at national.com.au (Lisa_Lagergren at national.com.au)
Date: Thu, 26 Feb 2004 01:02:41 +1100
Subject: [rt-users] Lisa Lagergren is out of the office.
Message-ID: 


I will be out of the office starting  24/02/2004 and will not return until
27/02/2004.

Hi,
I'm away from the office for a couple of days.
For general Midrange issues please e-mail the Enterprise Support Mailbox -
ENT_Support.

Regards,
  Lisa.

__________________________________________________________________________
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or commercialise the information if you are authorised to do so.  Any views
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integrity of this communication has been maintained nor that the
communication is free of errors, virus or interference.




From Richard.Ellis at Sun.COM  Wed Feb 25 09:47:33 2004
From: Richard.Ellis at Sun.COM (Richard Ellis)
Date: Wed, 25 Feb 2004 14:47:33 +0000 (GMT)
Subject: [rt-users] Odd Error Message  rt 3.0.9
Message-ID: 

I'm seeing an odd error message when logging in to 3-0-9.

error:   	RT::CurrentUser::Authenticate Unimplemented in HTML::Mason::Commands. (/usr/local/rt3/share/html/autohandler line 184)
context:  	
...  	
453:  	else {
454:  	my ($package, $filename, $line);
455:  	($package, $filename, $line) = caller;
456:  	
457:  	die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
458:  	}
459:  	
460:  	}
461:  	
...  	
code stack:  	/usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:457
/usr/local/rt3/share/html/autohandler:184
raw error

If I Shift+reload so that it re posts the data, it logs in correctly.

Anyone point me in the right direction to find the bug?

Thanks

Rik



From pwagland at allshare.nl  Wed Feb 25 09:47:29 2004
From: pwagland at allshare.nl (Paul Wagland)
Date: Wed, 25 Feb 2004 15:47:29 +0100
Subject: [rt-users] RT customization fields
In-Reply-To: <20040224101456.333641f8@penguin>
References: 
	<20040224101456.333641f8@penguin>
Message-ID: <1077720449.2560.165.camel@paulw-desktop.allshare.nl>

On Tue, 2004-02-24 at 16:14, Josiah Ritchie wrote:

> Just curious: How does Severity and Priority differ? I would think
> that they would be linked in such a way that they don't ever separate
> and that this is therefore a pointless endeavor, but watching this and
> other lists constantly stretches my understanding of things. I sense
> such an experience here.

Well, I don't know about others, but for us, they do often have a
correlation, in that most high severity things are also high priority,
but it is possible to have a cosmetic change (low severity) that is very
important to a customer (high priority). It is also possible to have a
known problem, with a known work-around (low-medium severity) that is
affecting several customers (medium-high priority).

I have also seen severity used as a "work effort required" indicator.

As always, your mileage will vary...

Cheers,
Paul




From jschubert at linearcorp.com  Wed Feb 25 09:47:54 2004
From: jschubert at linearcorp.com (John Schubert)
Date: Wed, 25 Feb 2004 06:47:54 -0800
Subject: [rt-users] RT on perl 5.6.1
In-Reply-To: <1077716630.29757.1146.camel@pc087.unigiciel.com>
Message-ID: <000501c3fbae$59d7c4e0$4501a8c0@pchalliev>

I've been running RT 3 on perl 5.6 for 4 or 5 months with no problems,
other than getting the statistics add-on to show graphs.  And, I have a
feeling that's just because one of the perl modules didn't load
correctly or is missing something. (In other words, if I just spent some
time I'm sure I could get that to work too, but I don't need pretty
graphs right now....raw stats are fine).

We use attachments as well.  So go ahead and give it a try.  I'm sure it
will be fine (and if not... Ritu told you so :-)~   Just kidding.

John

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Patrick
LeBoutillier
Sent: Wednesday, February 25, 2004 5:44 AM
To: Ritu Khetan
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] RT on perl 5.6.1

On Wed, 2004-02-25 at 02:16, Ritu Khetan wrote:
> Hello All,
> 
>    Can RT be installed on a system running perl 5.6.1. The system that
> I want to run RT on cannot be upgraded to perl 5.8.0 because of some
> other dependencies.
> 

But maybe you can install both at the same time and use 5.8.3 only 
for RT...

Patrick

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

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



From cerion at terpsichore.ws  Wed Feb 25 10:54:01 2004
From: cerion at terpsichore.ws (Cerion Armour-Brown)
Date: Wed, 25 Feb 2004 16:54:01 +0100
Subject: [rt-users] rt-cvsgate - no 'Tag' data
Message-ID: <200402251654.01562.cerion@terpsichore.ws>

Hi
I've just setup rt-cvsgate, but have a problem:
I want the cvs 'Tag' written to the message, but $file->{'tag'} always returns 
empty...
 - I can't find much on the web that talks about the option 't' (for tags) in 
the args %{Vvts}... most places just talk of %{sVv}

Does anyone know how I can fix this?

I realise I can also get the tag from the  (at the mo, it's just thrown 
away), but if someone knows how to 'enable' the 't' option, that'd be nicer.

Cerion

PS I've re-written rt_handler... it was a bit broken...
If multiple tickets specified, the message was concat'd from one ticket msg to 
the next...
Also, the diff line could never work, 'cos of the kludge with #0...
It should now DTRT - correct msg for multiple tickets, diff line works, and 
any '0' ticket id's are simply ignored.
If anyone's interested, I'll post it.



From jesse at bestpractical.com  Wed Feb 25 11:10:40 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 25 Feb 2004 11:10:40 -0500
Subject: [rt-users] rt-cvsgate - no 'Tag' data
In-Reply-To: <200402251654.01562.cerion@terpsichore.ws>
References: <200402251654.01562.cerion@terpsichore.ws>
Message-ID: <28415AE2-67AD-11D8-881D-000A95AA631E@bestpractical.com>


On Feb 25, 2004, at 10:54 AM, Cerion Armour-Brown wrote:

> Hi
> I've just setup rt-cvsgate, but have a problem:
> I want the cvs 'Tag' written to the message, but $file->{'tag'} always 
> returns
> empty...
>  - I can't find much on the web that talks about the option 't' (for 
> tags) in
> the args %{Vvts}... most places just talk of %{sVv}
>
> Does anyone know how I can fix this?

I believe you need to install NetBSD's hacked version of CVS.
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From jesse at bestpractical.com  Wed Feb 25 11:37:26 2004
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 25 Feb 2004 11:37:26 -0500
Subject: [rt-users] Odd Error Message  rt 3.0.9
In-Reply-To: 
References: 
Message-ID: 


On Feb 25, 2004, at 9:47 AM, Richard Ellis wrote:

> I'm seeing an odd error message when logging in to 3-0-9.
>
> error:   	RT::CurrentUser::Authenticate Unimplemented in 
> HTML::Mason::Commands. (/usr/local/rt3/share/html/autohandler line 
> 184)
> context:

So. I'm betting that you're not running RT 3.0.9, but rather some other 
branch of the RT codebase. Because autohandler doesn't call 
"Authenticate" ever. 
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From edk at grandvirtual.com  Wed Feb 25 11:42:33 2004
From: edk at grandvirtual.com (Ed Kershenbaum)
Date: Wed, 25 Feb 2004 11:42:33 -0500
Subject: [rt-users] RTFM: Mason Error after adding a FreeFormSingle field to
	an RT cl ass
Message-ID: <7C2AE1DF94B0D1438F2EBF482230488601D7DA37@user146.grandvirtual.com>

[I'm new to RT/RTFM.  Should I file this as a bug?]
 
I added a FreeFormSingle custom field to RTFM called "Response Code" and
enabled the field for an existing class.
 
After do so, I get a Mason error when trying to add an new article or modify
and existing article in that class.
 
TextSingle seems to work fine.  Is this a known bug, or am I missing
something?
 
When the page renders, the following problems occur:
 
- The new FreeFormSingle single field contains the value "
Type eq 'FreeformSingle') { 
2:   
4:  % } 
5:  % elsif ($CustomFieldObj->Type eq 'FreeformMultiple') { 
6: