From ritu at netcore.co.in Thu Jan 1 01:20:04 2004 From: ritu at netcore.co.in (Ritu Khetan) Date: Thu, 01 Jan 2004 11:50:04 +0530 Subject: [rt-users] Changing one's preferences In-Reply-To: <3FF2BE76.8040708@acronis.ru> References: <1072872362.8168.1.camel@efv2.netcore.co.in> <3FF2BE76.8040708@acronis.ru> Message-ID: <1072938004.14709.3.camel@efv2.netcore.co.in> Thanks Ruslan! Regards, Ritu On Wed, 2003-12-31 at 17:47, Ruslan U. Zakirov wrote: > Ritu Khetan wrote: > > Hello All, > > > > Can someone tell me why does RT tell me "Permission denied" when i try > > to change my email address in Preferences. Are there any specific rights > > associated with Preferences? > 1) 'ModifySelf' right. > 2) Some fields could be modified only with right 'AdminUsers'(Name, > Comments...) > > > > 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 ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From requesttracker at websquared.com Thu Jan 1 17:02:57 2004 From: requesttracker at websquared.com (requesttracker at websquared.com) Date: Thu, 1 Jan 2004 17:02:57 -0500 (EST) Subject: [rt-users] Windows RT version 3.0.7 observations Message-ID: <40707.151.197.10.97.1072994577.squirrel@mail.websquared.com> I have installed WinRT. I installed MySQL and Apache first. The problem with the WinRT install at this time is that you need to run it many times. Each time you will open up a new file into the directory that contains the setup file. It's a pain and Autrijus knows about it however that is the way it is for now. There should be 5 oin-... files when it is ready to install everything. BTW, I don't have it working yet. I get the login screen on the web page but can't log on. The initdb.cgi file apparently worked but I don't think it completed what it had to do. My RT3 database was put into another location so I copied it to the MySQL data location but that didn't help. Not sure if I need to get the MySQL version that was installed by WinRT running or not. I have an error when I try to open the users table in MySQL. Can't find users.innodb. Not sure what to do with it. good luck with your install :) -- AC From jesse at bestpractical.com Thu Jan 1 17:47:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Jan 2004 17:47:39 -0500 Subject: [rt-users] issue with attachments In-Reply-To: <3FF28A7D.70909@coza.net.za> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> <200312291142.36621.mick@onramp.ca> <200312291213.30424.mick@onramp.ca> <20031229173347.GO11393@fsck.com> <3FF28A7D.70909@coza.net.za> Message-ID: <20040101224739.GE11393@fsck.com> > I am currently using rt 3.0.7_01 and certain JPEGS are corrupted, they > seem to have extra bytes > added to them. I which version is this known to be fixed? Can you try with 3.0.8rc1? And if that doesn't fix it, can you verify that the problem is still there with mod_perl1 or at least the current beta of mod_perl2 (you're 3 revs out of date) > > System > mod_perl-1.99_09-10custom > redhat 9 > apache 2 > > > _______________________________________________ > rt-users mailing list > rt-users at lists.fsck.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 jesse at bestpractical.com Thu Jan 1 17:49:43 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Jan 2004 17:49:43 -0500 Subject: [rt-users] Searching merged tickets yields missing results In-Reply-To: <000a01c3cfc6$3acf3c40$42b3dfaa@cinergi> References: <000a01c3cfc6$3acf3c40$42b3dfaa@cinergi> Message-ID: <20040101224943.GF11393@fsck.com> On Wed, Dec 31, 2003 at 12:47:58PM -0500, Ben Goodwin wrote: > This is definitely a bug.. I'm hoping someone can help narrow down where/how to fix it. I have three tickets in question. 1269, 1270, and 1271. 1269 and 1270 have been merged. 1271 talks about 1269 and 1270. The original content of 1269 was simply 'testcandidate1' and 1270 was 'testcandidate2'. If I search for content like 'testcandidate2' I get no results. I opened 1271 for myself to resolve this bug which contains 'testcandidate2' in it as well, so searches now show just ticket 1271. The problem is that the SQL string is limiting to tickets.id = tickets.effectiveid, which will strip out all merged tickets. d'oh! Merged tickets should never show up in search results, only the tickets that they were merged into. does 1269 not have its id == its EffectiveId? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From ben at atomicmatrix.net Thu Jan 1 20:46:23 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 1 Jan 2004 20:46:23 -0500 Subject: [rt-users] Searching merged tickets yields missing results References: <000a01c3cfc6$3acf3c40$42b3dfaa@cinergi> <20040101224943.GF11393@fsck.com> Message-ID: <000701c3d0d2$3a5c4160$6b01a8c0@energizer> > Merged tickets should never show up in search results, only the tickets > that they were merged into. does 1269 not have its id == its > EffectiveId? The contents should cause a search match and result in the 'real' ticket number being displayed, but it doesn't; 1269 should show up in the list of tickets when I perform my search. 1269's EID is 1269, and 1270's is 1269. -=| Ben From autrijus at autrijus.org Fri Jan 2 03:07:32 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Fri, 02 Jan 2004 16:07:32 +0800 Subject: [rt-users] Windows RT version 3.0.7 observations In-Reply-To: <40707.151.197.10.97.1072994577.squirrel@mail.websquared.com> References: <40707.151.197.10.97.1072994577.squirrel@mail.websquared.com> Message-ID: <1073030851.839.6.camel@localhost> ?b ?, 2004-01-02 06:02, requesttracker at websquared.com ?g?D?G > I have installed WinRT. I installed MySQL and Apache first. The problem > with the WinRT install at this time is that you need to run it many times. > Each time you will open up a new file into the directory that contains the > setup file. It's a pain and Autrijus knows about it however that is the > way it is for now. It has since been fixed here, and will be part of 3.0.8 release. I do have a 3.0.8rc installer deployed to clients, but the official installer will probably have to wait till Jesse releases 3.0.8final. > Not sure if I need to get the MySQL version that was installed by WinRT > running or not. Apache should start MySQL listening on port 8285 as soon as it starts up... I'd be happy if you can run http://localhost:8282/initdb.cgi again and paste the error messages to me. :) Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 187 bytes Desc: ????????? URL: From mixo at coza.net.za Fri Jan 2 03:39:51 2004 From: mixo at coza.net.za (mixo) Date: Fri, 02 Jan 2004 10:39:51 +0200 Subject: [rt-users] issue with attachments In-Reply-To: <20040101224739.GE11393@fsck.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> <200312291142.36621.mick@onramp.ca> <200312291213.30424.mick@onramp.ca> <20031229173347.GO11393@fsck.com> <3FF28A7D.70909@coza.net.za> <20040101224739.GE11393@fsck.com> Message-ID: <3FF52E57.2020802@coza.net.za> Jesse Vincent wrote: >Can you try with 3.0.8rc1? And if that doesn't fix it, can you verify >that the problem is still there with mod_perl1 or at least the current >beta of mod_perl2 (you're 3 revs out of date) > Changing line 348 in 'lib/RT/I18N.pm' from my $fallback = 'iso-8859-1'; to my $fallback = 'UTF-8'; seems to have solved the problem. But I am still observing this. Unfortunately, I cannot do an upgrade yet as the machine is in production and hence requires planing for that, amd more than that, the benifits of upgrading sill need to be looked at. BTW, the corrupted attachments came from emails without "content-transfer-ecoding" header being set for the plain text part of the email.. From marcus at mediaflex.no Fri Jan 2 10:13:04 2004 From: marcus at mediaflex.no (Marcus Ramberg) Date: Fri, 02 Jan 2004 16:13:04 +0100 Subject: [rt-users] User_Local.pm / LDAP Auth woes Message-ID: <3FF58A80.3030006@mediaflex.no> Hi, I was very pleased to find the nice ldap auth module for RT here on the list, and when installed, it worked like a charm. However, after upgrading to 3.0.8pre1 it seems to have stopped working. Nothing that I can see in the logs either. Anyone else had trouble with this? It auths local users just fine though, (root can still get in ;) Marcus From myra at ack.Berkeley.EDU Fri Jan 2 13:52:24 2004 From: myra at ack.Berkeley.EDU (Myra Chachkin) Date: Fri, 2 Jan 2004 10:52:24 -0800 Subject: [rt-users] problem with rt2-to-rt3 upgrade Message-ID: <20040102105223.E25782@ack.Berkeley.EDU> Hi all, Happy New Year! I'm having trouble with the rt2-to-rt3 upgrade, and I haven't seen my particular problem mentioned on the list. I'm upgrading from: SunOS 5.7 postgres 7.2.2 perl 5.6.1 apache 1.3.27 mod_perl 1.27 RT 2.0.15 To two machines: FreeBSD 5.1-CURRENT postgres 7.3.4 FreeBSD 5.2-BETA perl 5.8.2 apache 2.0.48 mod_perl 1.99r10 (I know, I've been warned...) RT 3.0.7 postgres 7.3.4 frontend RT 2.0.15 libraries (for the export/import scripts) The new RT frontend comes up fine. My problem is with the rt-2.0-to-dumpfile and dumpfile-to-rt-3.0 scripts (I have version 1.20 of both scripts). When I first tried rt-2.0-to-dumpfile, it had problems with many tickets with binary attachments. It would reach one of these tickets and hang. I marked these 'dead' in the RT2 db and set "$export_dead = 0" so the script would skip them, and eventually got through the entire export successfully. But, at one point when I'd unloaded almost 2,000 tickets (before hitting a problem ticket), I went ahead and tried the dumpfile-to-rt-3.0 script. After adding "BEGIN { $Storable::interwork_56_64bit = 1; }", it worked fine. Since then, I've been unable to import the additional 4,000 tickets in the RT2 db. I don't see any errors from the script -- it announces each ticket number as usual. It takes just as long (really long!) to process the new tickets as the old ones. And there are no errors in the postgres log. But, nothing is inserted into the database. I've completely dropped and re-installed the RT3 db (using the rt-setup-database script), and I've tried running rt-2.0-to-dumpfile with the "since" option. I think I even re-installed the entire RT3 port. I see the users, groups, queues, and first 2,000 tickets re-imported into the clean database when I re-run the script, but not the remaining tickets. I must be missing something really obvious...? Thanks very much for any advice. Myra From jesse at bestpractical.com Fri Jan 2 16:38:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 Jan 2004 16:38:32 -0500 Subject: [rt-users] [rt-announce] RT 3.0.8 Message-ID: <20040102213832.GA20340@fsck.com> Happy New Year! RT 3.0.8 is now available. This release includes a number of bug fixes, minor improvements, enhanced tests and performance improvements. RT 3.0.8 can be downloaded from: http://download.bestpractical.com/pub/rt/release/ 79cb76b1662988836914aaadc71a5bf6 rt-3-0-8.tar.gz 22ef9ace2f1fad5666a5de91ccc10f73 rt-3-0-8.tar.gz.sig This release of RT is signed with my gpg key with the following id and fingerprint: 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 Complete change log: rt.3.D000, C0, jesse, Thu Mar 13 20:43:23 2003, RT: Request Tracker, branch 3.0. Change Delta Brief Description 355 289 Minor cleanups to RT cli tool 356 290 Fixup to rt-setup-database tool for local schema 357 291 Display.html takes TicketObj; Update.html uses it 358 292 localization for link text, not whole link 359 293 ProcessTicketCustomFieldUpdates takes TicketObj 360 294 Transaction batching 363 295 protect against reentrancy in Ticket::DESTROY 365 296 FastCGI fix to make the CLI work 366 297 #4415: Fix for imporeting merged tickets 368 298 Regression and upgrade cleanups 367 299 Ticket creation and updates via the Web UI were sometimes encoded wrong 369 300 CLI tool should pass through orderby arg 371 302 none 372 303 Decode uuencoded attachments 373 304 Fixing next/prev ticket navigation (#4461) it sometimes disappeared. 375 305 Ticket counts became inaccurate after repeated web searches 376 306 Certain non-western From: headers were being mangled 377 307 Numerous CLI improvements 378 308 Bumping to 3.0.8pre2 379 309 Switching to new I18NSafe lowercasing behaviour for Pg 380 310 Adding a new index doubles my performance on /index.html 381 311 Importing fixes from ourinternet 382 312 Researching email corruption 197 313 Fixing CreaetTickets documentation 383 314 #4572: Fix searching on links 385 315 #4554: callbacks should be ordered 386 316 #4552 arguments for AddCustomFieldValues 387 317 #4455: Better handling of bad link URIs 388 318 #3725: Making CLI display newly created tickets ids 389 319 #3736: Backport RT 3.1 'inplace' layout 390 320 #3813: the CreateTickets scripaction couldn't handle customfields 391 321 #3608: search by ccs and adminccs in addition to requestors 114 322 #3066: crontool docs 393 323 #4711: search ON Dates 392 324 order SelfService tickets by numeric id 395 325 Bumping to 3.0.8RC1 396 326 AutoOpen should set correct type for Status transaction 397 327 Fixing apparent SQL error on logout. Actually bug in localization 21 328 #2587: turn off autocomplete in RT's search box 309 329 #3660: add a 'timeout' flag to the rt-mailgate 315 330 #3608: fixing quicksearch to work with new watcher search 398 331 Allow RT::CurrentUser to load objects based on RT::User objects passed in; Backported a fix to the Language Selector for non-traditional languages; bumped to 3.0.8 -- 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 jesse at bestpractical.com Fri Jan 2 17:19:21 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 Jan 2004 17:19:21 -0500 Subject: [rt-users] [rt-announce] DBIx::SearchBuilder 0.96 Message-ID: <20040102221921.GV11393@fsck.com> A new release of DBIx::SearchBuilder will be available from CPAN as soon as it percolates through the CPAN upload process. This version of DBIx::SearchBuilder contains a fix for a long-standing bug in which "Collections" of objects such as lists of tickets or queues weren't properly fetched from RT's internal cache but instead grabbed from the database. While this version of SearchBuilder can be used with previous versions of RT, we strongly recommend it be used in conjunction with RT 3.0.8. Best, Jesse Vincent Best Practical -- 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 laborie at sbm.net.sa Sat Jan 3 13:47:53 2004 From: laborie at sbm.net.sa (Fabrice LABORIE) Date: Sat, 03 Jan 2004 21:47:53 +0300 Subject: [rt-users] RT3.0.8 on RHFC1 "Couldn't prepare Open Tickets" Message-ID: <6.0.1.1.0.20040103212902.02500910@saturn.sbm.net.sa> hi everyone ! I am running into a problem on a fresh install of RT 3.0.8 on RedHat Fedora Core 1 ( httpd-2.0.47-10 / mysql-3.23.58-4 / mod_perl-1.99_09-10 / DBIx::SearchBuilder 0.96 ) the Owner is not getting notified of events: I do see that the default scrips are supposed to be run: " Scrips which apply to all queues On Correspond Open Tickets with template Blank On Create Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction On Correspond Notify AdminCcs with template Admin Correspondence On Correspond Notify Requestors and Ccs with template Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve Notify Requestors with template Resolved " but it seems that rt is choking on something "Couldn't prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:346)" so the recipient is not set for the scrips. in the archive I saw a few "Couldn't prepare Open Tickets" posts, but nothing really helpful. this is the log extract.... any idea ? thank you for your help. Fabrice. [Sat Jan 3 18:23:05 2004] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Re: [SBM #8] AutoReply: abuse case 8 (/opt/rt3/lib/RT/I18N.pm:200) [Sat Jan 3 18:23:05 2004] [debug]: Found a ticket ID. It's 8 (/opt/rt3/lib/RT/EmailParser.pm:288) [Sat Jan 3 18:23:06 2004] [info]: RT::Scrip=HASH(0xa9e86b0): Couldn't prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:346) [Sat Jan 3 18:23:07 2004] [info]: #8/31 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Sat Jan 3 18:23:07 2004] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) [Sat Jan 3 18:23:08 2004] [info]: #8/31 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Sat Jan 3 18:23:08 2004] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) [Sat Jan 3 18:23:09 2004] [info]: #8/31 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Sat Jan 3 18:23:09 2004] [info]: From jesse at bestpractical.com Sat Jan 3 13:55:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 3 Jan 2004 13:55:15 -0500 Subject: [rt-users] RT3.0.8 on RHFC1 "Couldn't prepare Open Tickets" In-Reply-To: <6.0.1.1.0.20040103212902.02500910@saturn.sbm.net.sa> References: <6.0.1.1.0.20040103212902.02500910@saturn.sbm.net.sa> Message-ID: <20040103185515.GZ11393@fsck.com> On Sat, Jan 03, 2004 at 09:47:53PM +0300, Fabrice LABORIE wrote: > hi everyone ! > I believe that it's working correctly and should only fire when correspondence happens on a new stalled or resolved ticket. FWIW, Mysql 3.23 is unsupported. You really don't want to be running RT with it. > > I am running into a problem on a fresh install of RT 3.0.8 on RedHat Fedora > Core 1 > ( httpd-2.0.47-10 / mysql-3.23.58-4 / mod_perl-1.99_09-10 / > DBIx::SearchBuilder 0.96 ) > > > the Owner is not getting notified of events: > > I do see that the default scrips are supposed to be run: > " > Scrips which apply to all queues > On Correspond Open Tickets with template Blank > On Create Autoreply To Requestors with template Autoreply > On Create Notify AdminCcs with template Transaction > On Correspond Notify AdminCcs with template Admin Correspondence > On Correspond Notify Requestors and Ccs with template Correspondence > On Correspond Notify Other Recipients with template Correspondence > On Comment Notify AdminCcs as Comment with template Admin Comment > On Comment Notify Other Recipients as Comment with template Correspondence > On Resolve Notify Requestors with template Resolved > " > > but it seems that rt is choking on something "Couldn't prepare Open Tickets > (/opt/rt3/lib/RT/Scrip_Overlay.pm:346)" > so the recipient is not set for the scrips. > > in the archive I saw a few "Couldn't prepare Open Tickets" posts, but > nothing really helpful. > > > this is the log extract.... > > any idea ? > > thank you for your help. > > Fabrice. > > > > [Sat Jan 3 18:23:05 2004] [debug]: Converting 'us-ascii' to 'utf-8' for > text/plain - Re: [SBM #8] AutoReply: abuse case 8 > (/opt/rt3/lib/RT/I18N.pm:200) > [Sat Jan 3 18:23:05 2004] [debug]: Found a ticket ID. It's 8 > (/opt/rt3/lib/RT/EmailParser.pm:288) > [Sat Jan 3 18:23:06 2004] [info]: RT::Scrip=HASH(0xa9e86b0): Couldn't > prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:346) > [Sat Jan 3 18:23:07 2004] [info]: > #8/31 - Scrip > 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Sat Jan 3 18:23:07 2004] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > [Sat Jan 3 18:23:08 2004] [info]: > #8/31 - Scrip > 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Sat Jan 3 18:23:08 2004] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > [Sat Jan 3 18:23:09 2004] [info]: > #8/31 - Scrip > 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > [Sat Jan 3 18:23:09 2004] [info]: > > > _______________________________________________ > 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 autrijus at autrijus.org Sat Jan 3 13:10:56 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Sun, 04 Jan 2004 02:10:56 +0800 Subject: [rt-users] [rt-announce] RT 3.0.8-win32 Message-ID: <1073153455.1978.1.camel@localhost> I'm happy to announce a Microsoft Windows installer for RT 3.0.8, available at: http://p4.elixus.org/snap/rt-3.0.8.exe MD5 (rt-3.0.8.exe) = 181578ba5e1ab02bd22bbd9280a6b289 This version fixed the dreaded download failure problem, and is based on: rt-3.0.8 rt-elixus-9493 (TabbedUI, etc) httpd-2.0.48 perl-5.8.2 mod_perl-1.99_12 mysql-4.0.15 The installation directory still must be: C:\Program Files\OurInternet\Request Tracker This version only supports sending mails via a SMTP gateway; the "pop3-mailgate" wrapper is still untested and unlikely to work out-of-the-box. Patches welcome! If your local Exchange server is slow, users may notice significant delays on requesting/approving/processing tickets. In that case, please download the "emailrelay" program from http://emailrelay.sourceforge.net/ and use its immediate-proxy mode to listen on localhost:2500, and point RT to that address. Upgrading should be straghtforward -- just run the installer. However, a full backup of the "rt3" database is advised: cd C:\Program Files\OurInternet\Common\mysql\bin mysqldump -uroot -P8285 --add-drop-table rt3 > c:\rt3.txt Afterwards, if upgrading does not work for any reason, you may consider doing a "clean upgrade" by stopping the "Request Tracker" service from the Apache Service Monitor (or the "Services" system utility), close the Apache Services Monitor, and then (assuming the installer is under C:\): cd C:\Program Files\OurInternet\Common\mysql\bin mysqladmin -uroot -P8285 shutdown cd C:\Program Files ren OurInternet OurInternet.old start C:\rt-3.0.8.exe cd C:\Program Files\OurInternet\Common\mysql\bin mysql -uroot -P8285 rt3 < c:\rt3.txt Enjoy! /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 187 bytes Desc: ????????? URL: -------------- next part -------------- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-announce From geoff at knauth.org Sat Jan 3 18:22:02 2004 From: geoff at knauth.org (Geoffrey Knauth) Date: Sat, 3 Jan 2004 18:22:02 -0500 Subject: [rt-users] is it possible to change requestor? Message-ID: I was setting up an initial database. I entered a ticket, and the requestor was listed as me (gknauth). But really, I got the request from someone else (say, John Smith). I would like to change the Requestor of the ticket to jsmith, but I can't find a way to do it. I can only find a way to delete the requestor gknauth. For now, I'm running RT on my own, to keep track of my own queue of tasks. I'd still like to keep track of who the requestor of a ticket really is. Geoffrey -- Geoffrey S. Knauth | http://knauth.org/gsk From grule at bbn.com Sat Jan 3 18:33:19 2004 From: grule at bbn.com (Gary Rule) Date: Sat, 03 Jan 2004 18:33:19 -0500 Subject: [rt-users] is it possible to change requestor? In-Reply-To: References: Message-ID: <3FF7513F.3070908@bbn.com> Click on the ticket -> On the left side choose "people". Check the check box to delete the requester just below that where it says "Add new watchers:" choose requester from the type list box and put in the email address of the requester. Gary Geoffrey Knauth wrote: > I was setting up an initial database. I entered a ticket, and the > requestor was listed as me (gknauth). > > But really, I got the request from someone else (say, John Smith). I > would like to change the Requestor of the ticket to jsmith, but I can't > find a way to do it. I can only find a way to delete the requestor > gknauth. > > For now, I'm running RT on my own, to keep track of my own queue of > tasks. I'd still like to keep track of who the requestor of a ticket > really is. > > Geoffrey > -- > Geoffrey S. Knauth | http://knauth.org/gsk > > _______________________________________________ > 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 girgen at pingpong.net Sat Jan 3 20:46:52 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Sun, 04 Jan 2004 02:46:52 +0100 Subject: [rt-users] cannot change own language preference unless having AdminUsers rights Message-ID: <255210000.1073180812@palle.girgensohn.se> Hi, In our setup, users cannot update their own language preference. It seems, from checking the sql queries, that the right "AdminUsers" is required. This cannot be correct. Is there something corrupt in our database, or is it a bug? /Palle PS. Also, very odd, one of our users got the interface in Norwegian, since, in her browser's list of accepted languages, the only language was Swedish. Cool AI to pick Norweigian, but really, if your a Swede you're far more used to English than Norwegian. Sad but true. Of course she does not have AdminUsers rights, so she couldn't get rid of it either... Until we added English to the list of accepted languages in her browser settings. DS. From geoff at knauth.org Sat Jan 3 20:47:59 2004 From: geoff at knauth.org (Geoffrey Knauth) Date: Sat, 3 Jan 2004 20:47:59 -0500 Subject: [rt-users] is it possible to change requestor? In-Reply-To: <3FF7513F.3070908@bbn.com> References: <3FF7513F.3070908@bbn.com> Message-ID: <06C6FC2C-3E58-11D8-8B70-0003939EFE88@knauth.org> FWIW, I ended up just putting in bogus email addresses -- non-existent users with no domain, so at some point I may get local errors from my Mac's sendmail, or maybe not if RT's not even trying to send email. That at least lets me categorize the tickets by requestor. Geoffrey -- Geoffrey S. Knauth | http://knauth.org/gsk On Jan 3, 2004, at 18:33, Gary Rule wrote: > Click on the ticket -> On the left side choose "people". Check the > check box to delete the requester just below that where it says "Add > new watchers:" > > choose requester from the type list box and put in the email address > of the requester. > > Gary > > Geoffrey Knauth wrote: > >> I was setting up an initial database. I entered a ticket, and the >> requestor was listed as me (gknauth). >> But really, I got the request from someone else (say, John Smith). I >> would like to change the Requestor of the ticket to jsmith, but I >> can't find a way to do it. I can only find a way to delete the >> requestor gknauth. >> For now, I'm running RT on my own, to keep track of my own queue of >> tasks. I'd still like to keep track of who the requestor of a ticket >> really is. >> Geoffrey >> -- >> Geoffrey S. Knauth | http://knauth.org/gsk >> _______________________________________________ >> 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 girgen at pingpong.net Sat Jan 3 21:20:31 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Sun, 04 Jan 2004 03:20:31 +0100 Subject: [rt-users] cannot change own language preference unless having AdminUsers rights In-Reply-To: <255210000.1073180812@palle.girgensohn.se> References: <255210000.1073180812@palle.girgensohn.se> Message-ID: <274960000.1073182831@palle.girgensohn.se> It seems I have a corrupt database after upgrading to 3.0.7, and I suspect this is behind the trouble. Sorry for bothering you. /Palle --On s?ndag, januari 04, 2004 02.46.52 +0100 Palle Girgensohn wrote: > Hi, > > In our setup, users cannot update their own language preference. It > seems, from checking the sql queries, that the right "AdminUsers" is > required. This cannot be correct. Is there something corrupt in our > database, or is it a bug? > > /Palle > > > PS. Also, very odd, one of our users got the interface in Norwegian, > since, in her browser's list of accepted languages, the only language was > Swedish. Cool AI to pick Norweigian, but really, if your a Swede you're > far more used to English than Norwegian. Sad but true. Of course she does > not have AdminUsers rights, so she couldn't get rid of it either... Until > we added English to the list of accepted languages in her browser > settings. DS. > > > > _______________________________________________ > 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 Sun Jan 4 11:33:29 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 4 Jan 2004 11:33:29 -0500 Subject: [rt-users] [rt-announce] RTFM 2.0.2 Message-ID: <20040104163329.GH11393@fsck.com> RTFM 2.0.2 is now available from http://download.bestpractical.com/pub/rt/release/ bf149e23c504f2ef67e247a626d72308 RTFM-2.0.2.tar.gz cb314fd43788436688f1eebef9293aaa RTFM-2.0.2.tar.gz.sig (You'll note that a PGP signature is available. It is signed with my 1024-bit DSA key, ID 70EBAC90, created 2000-10-26) This release features a number of bugfixes and small improvements, as well as one "major" feature. RTFM now supports a new "WikiTextSingle" custom field type. This works identically to the existing TextSingle custom field type, except Wiki Markup (as implemented by Text::WikiFormat) is available to article authors. In addition, RTFM's UI has been tweaked to do the right thing when a user clicks on a WikiLink to a page that doesn't exist. This is also the first release of RTFM since our migration from aegis to subversion (http://subversion.tigris.org). You can browse the subversion repository on the web at http://svn.bestpractical.com/viewcvs.cgi Currently, RTFM, RT 3.1, rt2-to-rt3, DBIx-SearchBuilder and Business-Hours are being developed in Subversion. RTIR and RT 3.0 are still being developed in aegis, though we expect to move development to svn as we work out the kinks with the other projects. It is our hope that subversion will help make Best Practical's source and development process easier for external developers to follow and contribute to. Currently direct repository access is somewhat restricted, but as we set up apache2, we expect to make public read-only access available via http. -- 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 Morgan.Nilsson at ateles.se Sun Jan 4 18:21:12 2004 From: Morgan.Nilsson at ateles.se (Morgan Nilsson) Date: Mon, 05 Jan 2004 00:21:12 +0100 Subject: [rt-users] Separated queues Message-ID: <3FF89FE8.5060107@ateles.se> Hi. I use: RT 3.0.7_01 on fedora with postgresql-7.3.4-11. I would like to separate queues for different users. I would not even like the users to know about each other or other queues, etc. Has anyone used RT this way? I did a test setup, but I could not stop users from clicking on Configuration and then list all other users (I read the message about hiding the tab...). Also when searching for tickets you can choose all other owners in the dropdown. I got "Found 1 ticket", but none was displayed when searching for another owner than myself. The idea is to have our support use one system for different customer. This way we can have an overview of all issues. The customers should be able to login and create new tickets and close tickets, etc, in their queue only. But it is not very good if they know about the other tickets, customers, queues or groups. What else must I consider to have this setup? /Morgan From cubic at acronis.ru Mon Jan 5 02:45:19 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 05 Jan 2004 10:45:19 +0300 Subject: [rt-users] can't login through web interface In-Reply-To: <4FBD7D35-3BDA-11D8-9F5E-0003939EFE88@knauth.org> References: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> <3FF2BF09.1000205@acronis.ru> <3FF2DB47.5000206@acronis.ru> <4FBD7D35-3BDA-11D8-9F5E-0003939EFE88@knauth.org> Message-ID: <3FF9160F.3010703@acronis.ru> Geoffrey Knauth wrote: > On Dec 31, 2003, at 09:20, Ruslan U. Zakirov wrote: > >> Geoffrey Knauth wrote: >> >>> I tried root/password, thanks. After I press the Login button, I >>> just get another login screen with Username/Password blank. >> >> And no error message close login box? > > > No error. > >> Try specify login and pass in URL: >> rt.example.com/?name=root&pass=password > > > Tried that, same behavior (login screen displays again). > >> rt log within debug level? > > > I'll have to figure out how to get rt to dump logs or debug logs. Right > now, I don't see that rt is logging anything. Use RT_SiteConfig.pm By default RT uses SysLog, but you can specify standalone file. Defautls are in RT_Config.pm Look in your configs again: httpd, RT. I really don't know where problem is. If you are using httpd2 and mp2 then try to update it from sources. Good luck. Ruslan. > >> httpd logs? > > > access_log provided an interesting clue: > 127.0.0.1 - - [31/Dec/2003:09:25:50 -0500] "user=root&pass=passwordGET > /favicon.ico HTTP/1.1" 501 392 > > I never saw CGI parameters appear *before* GET like this. Looks wrong. > And indeed: > > error_log is not happy about that either: > [Wed Dec 31 03:23:48 2003] [notice] Apache/1.3.28 (Darwin) mod_perl/1.26 > configured -- resuming normal operations > [Wed Dec 31 03:23:48 2003] [notice] Accept mutex: flock (Default: flock) > [Wed Dec 31 09:25:35 2003] [error] [client 127.0.0.1] File does not > exist: /opt/rt3/share/html/favicon.ico > [Wed Dec 31 09:25:50 2003] [error] [client 127.0.0.1] Invalid method in > request user=root&pass=passwordGET /favicon.ico HTTP/1.1 > >> Update Digest::MD5 to latest. > > > $ perldoc -m Digest::MD5 | grep 'VERSION =' > $VERSION = '2.33'; # $Date: 2003/12/07 08:40:18 $ > >> What browser you are using? > > > On Mac OS X: Safari 1.0, IE 5.5, NS 7. Same behavior for each browser. So it's server side issue. > >> Can you view Cookies? There is should be something like RT_SID if >> don't use external auth. > > > Yes, the cookie is there. Seems to like httpd relaited error. > >> Good luck. Ruslan. Happy new year to all of you. > > > Thanks. S novym godom! Happy New Year! Thanks. > > Geoffrey > -- > Geoffrey S. Knauth | http://knauth.org/gsk > From mixo at coza.net.za Mon Jan 5 03:43:54 2004 From: mixo at coza.net.za (mixo) Date: Mon, 05 Jan 2004 10:43:54 +0200 Subject: [rt-users] RT 3.0.8 In-Reply-To: <20040102213832.GA20340@fsck.com> References: <20040102213832.GA20340@fsck.com> Message-ID: <3FF923CA.2030602@coza.net.za> Jesse Vincent wrote: >Happy New Year! > >RT 3.0.8 is now available. This release includes a number of bug fixes, >minor improvements, enhanced tests and performance improvements. > >RT 3.0.8 can be downloaded from: > > http://download.bestpractical.com/pub/rt/release/ > 79cb76b1662988836914aaadc71a5bf6 rt-3-0-8.tar.gz > 22ef9ace2f1fad5666a5de91ccc10f73 rt-3-0-8.tar.gz.sig > >This release of RT is signed with my gpg key with the following >id and fingerprint: > > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > >Complete change log: > >rt.3.D000, C0, jesse, Thu Mar 13 20:43:23 2003, RT: Request Tracker, branch 3.0. > > Change Delta Brief Description > 355 289 Minor cleanups to RT cli tool > 356 290 Fixup to rt-setup-database tool for local schema > 357 291 Display.html takes TicketObj; Update.html uses it > 358 292 localization for link text, not whole link > 359 293 ProcessTicketCustomFieldUpdates takes TicketObj > 360 294 Transaction batching > 363 295 protect against reentrancy in Ticket::DESTROY > 365 296 FastCGI fix to make the CLI work > 366 297 #4415: Fix for imporeting merged tickets > 368 298 Regression and upgrade cleanups > 367 299 Ticket creation and updates via the Web UI were sometimes > encoded wrong > 369 300 CLI tool should pass through orderby arg > 371 302 none > 372 303 Decode uuencoded attachments > I take it this is the attachment corruption issue? From frank.thommen at inf.ethz.ch Mon Jan 5 05:36:00 2004 From: frank.thommen at inf.ethz.ch (Frank Thommen) Date: Mon, 05 Jan 2004 11:36:00 +0100 Subject: [rt-users] RT3 database structure documentation? References: <3FE3434C.211D6BCC@inf.ethz.ch> <6.0.1.1.2.20031220191429.02a27750@pop.mail.yahoo.com> Message-ID: <3FF93E10.A4E4C7B7@inf.ethz.ch> > >RT1 was a little bit more straightforward in this respect :-) > > Which is exactly the reason why you shouldn't go mucking in the database > directly. It is strongly encouraged that you use the API for accessing the > RT database. It takes care of all the complications for you. Hmm. I'd love to, but there are 116 (!) libraries, through with we'd have to scroll and I didn't find any overview/outlay/synopsis of the overall structure of the libraries. Most of the libraries' documentation is quite marginal (only raw function descriptions, no examples, no overviews). frank From geoff at knauth.org Mon Jan 5 09:01:58 2004 From: geoff at knauth.org (Geoffrey Knauth) Date: Mon, 5 Jan 2004 09:01:58 -0500 Subject: [rt-users] can't login through web interface In-Reply-To: <3FF9160F.3010703@acronis.ru> References: <6E82A1F6-3B77-11D8-B608-0003939EFE88@knauth.org> <3FF2BF09.1000205@acronis.ru> <3FF2DB47.5000206@acronis.ru> <4FBD7D35-3BDA-11D8-9F5E-0003939EFE88@knauth.org> <3FF9160F.3010703@acronis.ru> Message-ID: What finally got me up and running was building my own apache with statically linked mod_perl1, instead of just "enabling" the dynamic mod_perl1 in the apache that comes with Mac OS X. Thanks for your help. Geoffrey -- Geoffrey S. Knauth | http://knauth.org/gsk On Jan 5, 2004, at 02:45, Ruslan U. Zakirov wrote: > Geoffrey Knauth wrote: >> On Dec 31, 2003, at 09:20, Ruslan U. Zakirov wrote: >>> Geoffrey Knauth wrote: >>> >>>> I tried root/password, thanks. After I press the Login button, I >>>> just get another login screen with Username/Password blank. >>> >>> And no error message close login box? >> No error. >>> Try specify login and pass in URL: >>> rt.example.com/?name=root&pass=password >> Tried that, same behavior (login screen displays again). >>> rt log within debug level? >> I'll have to figure out how to get rt to dump logs or debug logs. >> Right now, I don't see that rt is logging anything. > > Use RT_SiteConfig.pm > By default RT uses SysLog, but you can specify standalone file. > Defautls are in RT_Config.pm > > Look in your configs again: httpd, RT. > I really don't know where problem is. > > If you are using httpd2 and mp2 then try to update it from sources. > > Good luck. Ruslan. >>> httpd logs? >> access_log provided an interesting clue: >> 127.0.0.1 - - [31/Dec/2003:09:25:50 -0500] >> "user=root&pass=passwordGET /favicon.ico HTTP/1.1" 501 392 >> I never saw CGI parameters appear *before* GET like this. Looks >> wrong. And indeed: >> error_log is not happy about that either: >> [Wed Dec 31 03:23:48 2003] [notice] Apache/1.3.28 (Darwin) >> mod_perl/1.26 configured -- resuming normal operations >> [Wed Dec 31 03:23:48 2003] [notice] Accept mutex: flock (Default: >> flock) >> [Wed Dec 31 09:25:35 2003] [error] [client 127.0.0.1] File does not >> exist: /opt/rt3/share/html/favicon.ico >> [Wed Dec 31 09:25:50 2003] [error] [client 127.0.0.1] Invalid method >> in request user=root&pass=passwordGET /favicon.ico HTTP/1.1 >>> Update Digest::MD5 to latest. >> $ perldoc -m Digest::MD5 | grep 'VERSION =' >> $VERSION = '2.33'; # $Date: 2003/12/07 08:40:18 $ >>> What browser you are using? >> On Mac OS X: Safari 1.0, IE 5.5, NS 7. Same behavior for each >> browser. > So it's server side issue. >>> Can you view Cookies? There is should be something like RT_SID if >>> don't use external auth. >> Yes, the cookie is there. > Seems to like httpd relaited error. From witold_koziel at kaplan.com Mon Jan 5 10:26:54 2004 From: witold_koziel at kaplan.com (Witold Koziel) Date: Mon, 5 Jan 2004 10:26:54 -0500 Subject: [rt-users] GroupService RT3 Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2FFCC73A@888mail1.kaplaninc.com> Scenario described below matches exactly our environment needs. I have found several posts in the archives re: GroupService on RT2. Is there a similar solution available on RT3? (we are running RT 3.0.7_01) -Thanks, Witold Koziel ------------------------------------------------------------------------ ----------------- GroupService ------------ Author: Harald Kollera Date: 2002-11-11 What is it? Our customers are competitors and they don't want that others see their problems and we don't want our customers see our internal tickets. But all tickets are about the same product, so it is impossible to handle a lot of different queues. The solution was to create a new kind of user between unprivileged and privileged, so called underprivileged users or unprivileged groups. All the users of a group share a nickname beginning with X_ and they are unprivileged. When logging in they get a new interface with a button "show group tickets". So they can see all their own tickets as well as the tickets their X_ group has requested, but nothing else. This works also in the modified search interface. But using the normal groups and privileges for groups it is possible to manage also sub-groups within the X_ groups. To handle this I added a new interface GroupService (copied from SelfService) and changed the autohandler a little bit. From mccainca at centurytel.net Mon Jan 5 10:54:10 2004 From: mccainca at centurytel.net (al mccain) Date: Mon, 5 Jan 2004 09:54:10 -0600 (CST) Subject: [rt-users] Bulk Updating Message-ID: Hello, I'm having a problem with bulk updates. For some reason, i can only update 50 at a time. Even if i were to show unlimited tickets. Anyone know how I can fix this ? Thanks, Al From rjansen at vub.ac.be Mon Jan 5 11:05:48 2004 From: rjansen at vub.ac.be (Jansen Robert) Date: Mon, 5 Jan 2004 17:05:48 +0100 Subject: [rt-users] Re: RT 3.0.8 and RTFM 2.0.2 issues Message-ID: Hi, Testing RT 3.0.8 and RFTM 2.0.2 I think I found 2 issues regarding RTFM. 1) a newly created custom field ( I was testing the new Wiki fields ) doesn't show up when trying to modify an existing article. 2) When trying to create a new article an error is thrown: System error error: Can't call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3. context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281 /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField:3 /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomFields:28 /usr/local/packages/rt3/share/html/RTFM/Article/Edit.html:39 /usr/local/packages/rt3/share/html/autohandler:189 raw error Can't call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3. Trace begun at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3.^J') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Can\'t call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3.^J') called at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3 HTML::Mason::Commands::__ANON__('CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1758364)', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x1758364)', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'EditCustomField', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomFields line 28 HTML::Mason::Commands::__ANON__('ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x174067c)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x174067c)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'Elements/EditCustomFields', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/packages/rt3/share/html/RTFM/Article/Edit.html line 39 HTML::Mason::Commands::__ANON__('Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'Class', 2) called at /usr/local/packages/rt3/share/html/autohandler line 189 HTML::Mason::Commands::__ANON__('Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 787 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x12794d4)', 'Apache=SCALAR(0x16f1234)') called at /usr/local/packages/rt3/bin/webmux.pl line 134 eval {...}('HTML::Mason::ApacheHandler=HASH(0x12794d4)', 'Apache=SCALAR(0x16f1234)') called at /usr/local/packages/rt3/bin/webmux.pl line 134 RT::Mason::handler('Apache=SCALAR(0x16f1234)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x16f1234)') called at /dev/null line 0 Or is it just me ? can anyone confirm this ? TIA Regards -- -------------------------- Brussels University Pleinlaan 2 Computer Center VUB/ULB (VUBnet) Ing. Robert Jansen B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be Tel: +32-2-650.36.94 Secr: +32-2-650.37.38 Fax: +32-2-650.37.40 -------------------------- From jschubert at linearcorp.com Mon Jan 5 03:11:40 2004 From: jschubert at linearcorp.com (John Schubert) Date: 05 Jan 2004 08:11:40 +0000 Subject: [rt-users] RT 3.0.8 In-Reply-To: <3FF923CA.2030602@coza.net.za> References: <20040102213832.GA20340@fsck.com> <3FF923CA.2030602@coza.net.za> Message-ID: <1073290300.2463.13.camel@localhost.localdomain> > Jesse Vincent wrote: > > >Happy New Year! > > > >RT 3.0.8 is now available. This release includes a number of bug fixes, > >minor improvements, enhanced tests and performance improvements. > > > >RT 3.0.8 can be downloaded from: > > > > http://download.bestpractical.com/pub/rt/release/ > > 79cb76b1662988836914aaadc71a5bf6 rt-3-0-8.tar.gz > > 22ef9ace2f1fad5666a5de91ccc10f73 rt-3-0-8.tar.gz.sig > > > >This release of RT is signed with my gpg key with the following > >id and fingerprint: > > > > 70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90 > > > >Complete change log: > > > >rt.3.D000, C0, jesse, Thu Mar 13 20:43:23 2003, RT: Request Tracker, branch 3.0. > > > > Change Delta Brief Description > > 355 289 Minor cleanups to RT cli tool > > 356 290 Fixup to rt-setup-database tool for local schema > > 357 291 Display.html takes TicketObj; Update.html uses it > > 358 292 localization for link text, not whole link > > 359 293 ProcessTicketCustomFieldUpdates takes TicketObj > > 360 294 Transaction batching > > 363 295 protect against reentrancy in Ticket::DESTROY > > 365 296 FastCGI fix to make the CLI work > > 366 297 #4415: Fix for imporeting merged tickets > > 368 298 Regression and upgrade cleanups > > 367 299 Ticket creation and updates via the Web UI were sometimes > > encoded wrong > > 369 300 CLI tool should pass through orderby arg > > 371 302 none > > 372 303 Decode uuencoded attachments Jesse, Thanks for the great work and the update. I'm new to RT (relatively) so I'm curious about the procedure for upgrading. I took a look at the TAR file and see a bunch of changes to /sbin and /lib files, however it extracts to a rt-3-0-8 directory. Since the standard, default install directory is /opt/rt3, what's the preferred method of installation? I did look for a README and the RT docs on the website but didn't see anything that could be applied. Just a suggestion, but maybe with RT4 we could go to a directory structure where each version resides in it's own directory and then a sym link from the base directory (root or opt?) takes you to the most recent e.g. [john at localhost rt3]$ ls -l drwxr-xr-x 2 root root 1024 Nov 2 rt1 drwxr-xr-x 2 root root 1024 Dec 3 rt2 drwxr-xr-x 2 root root 1024 Jan 2 rt3 drwxr-xr-x 2 root root 1024 Jan 31 rt3.0.8 lrwxrwxrwx 2 root root 1024 Jan 31 rt -> rt3.0.8 My apologies if this is already possible and I'm just not savy (or awake) enough to figure it out. I like this method because if an upgrade goes awry, it's easy and fast to back out by changing the sym link back. John From marziani at oasis.com Mon Jan 5 11:12:26 2004 From: marziani at oasis.com (Michael Marziani) Date: Mon, 5 Jan 2004 10:12:26 -0600 Subject: [rt-users] Can't find in docs: how users check ticket status? In-Reply-To: Message-ID: I'm sure I just missed something, but I've scanned the documents for this information and have not found it: Is there a method for [unprivileged] users to obtain current ticket status and perhaps retrieve the ticket history? Thanks! -Michael From rt at chaka.net Mon Jan 5 10:23:43 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 5 Jan 2004 10:23:43 -0500 Subject: [rt-users] RT 3.0.8 In-Reply-To: <1073290300.2463.13.camel@localhost.localdomain> References: <20040102213832.GA20340@fsck.com> <3FF923CA.2030602@coza.net.za> <1073290300.2463.13.camel@localhost.localdomain> Message-ID: <20040105152343.GZ17728@chaka.net> Upgrading is mentioned in the README. 5b FOR UPGRADING: (Within the RT 3.0.x series) Read through the UPGRADING document included in this distribution. It may contain important instructions for updating your database As root, type: make install (replace "make" with the local name for Make, if you need to) This will build new binaries, config files and libraries without overwriting your RT database. It may then instruct you to update your RT system database objects Also, there is an UPGRADING document. -Todd > > Jesse, > Thanks for the great work and the update. I'm new to RT (relatively) so > I'm curious about the procedure for upgrading. I took a look at the TAR > file and see a bunch of changes to /sbin and /lib files, however it > extracts to a rt-3-0-8 directory. Since the standard, default install > directory is /opt/rt3, what's the preferred method of installation? I > did look for a README and the RT docs on the website but didn't see > anything that could be applied. > > Just a suggestion, but maybe with RT4 we could go to a directory > structure where each version resides in it's own directory and then a > sym link from the base directory (root or opt?) takes you to the most > recent > > e.g. > > [john at localhost rt3]$ ls -l > drwxr-xr-x 2 root root 1024 Nov 2 rt1 > drwxr-xr-x 2 root root 1024 Dec 3 rt2 > drwxr-xr-x 2 root root 1024 Jan 2 rt3 > drwxr-xr-x 2 root root 1024 Jan 31 rt3.0.8 > lrwxrwxrwx 2 root root 1024 Jan 31 rt -> rt3.0.8 > > My apologies if this is already possible and I'm just not savy (or > awake) enough to figure it out. I like this method because if an upgrade > goes awry, it's easy and fast to back out by changing the sym link back. > > John > > _______________________________________________ > 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 Mon Jan 5 11:18:45 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 05 Jan 2004 19:18:45 +0300 Subject: [rt-users] Can't find in docs: how users check ticket status? In-Reply-To: References: Message-ID: <3FF98E65.4040908@acronis.ru> Michael Marziani wrote: > I'm sure I just missed something, but I've scanned the documents for this > information and have not found it: > > Is there a method for [unprivileged] users to obtain current ticket status > and perhaps retrieve the ticket history? SelfService 1) '/SelfService' in URL. 2) Or setup password for email created user and log under this account into RT WebUI. Are you looking for something like this? Mail notifications. 1) Create scrip that notifies requestors about status changes. Best Regards. Ruslan. > > Thanks! > > -Michael > > _______________________________________________ > 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 Michael.Frazer at InterCept.Net Mon Jan 5 11:21:25 2004 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Mon, 5 Jan 2004 11:21:25 -0500 Subject: [rt-users] RT 3.0.8 Message-ID: One last thing to keep in mind: remember to restart Apache. It seems pretty automatic to do that anyway, but I once upgraded to 3.0.6 on a development system before my morning coffee and spent about 2 hours trying to figure out why it was still running on 3.0.2. :) -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Monday, January 05, 2004 10:24 AM To: John Schubert Cc: RT Users Subject: Re: [rt-users] RT 3.0.8 Upgrading is mentioned in the README. 5b FOR UPGRADING: (Within the RT 3.0.x series) Read through the UPGRADING document included in this distribution. It may contain important instructions for updating your database As root, type: make install (replace "make" with the local name for Make, if you need to) This will build new binaries, config files and libraries without overwriting your RT database. It may then instruct you to update your RT system database objects Also, there is an UPGRADING document. -Todd > > Jesse, > Thanks for the great work and the update. I'm new to RT (relatively) so > I'm curious about the procedure for upgrading. I took a look at the TAR > file and see a bunch of changes to /sbin and /lib files, however it > extracts to a rt-3-0-8 directory. Since the standard, default install > directory is /opt/rt3, what's the preferred method of installation? I > did look for a README and the RT docs on the website but didn't see > anything that could be applied. > > Just a suggestion, but maybe with RT4 we could go to a directory > structure where each version resides in it's own directory and then a > sym link from the base directory (root or opt?) takes you to the most > recent > > e.g. > > [john at localhost rt3]$ ls -l > drwxr-xr-x 2 root root 1024 Nov 2 rt1 > drwxr-xr-x 2 root root 1024 Dec 3 rt2 > drwxr-xr-x 2 root root 1024 Jan 2 rt3 > drwxr-xr-x 2 root root 1024 Jan 31 rt3.0.8 > lrwxrwxrwx 2 root root 1024 Jan 31 rt -> rt3.0.8 > > My apologies if this is already possible and I'm just not savy (or > awake) enough to figure it out. I like this method because if an upgrade > goes awry, it's easy and fast to back out by changing the sym link back. > > John > > _______________________________________________ > 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 Mon Jan 5 11:28:41 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Jan 2004 11:28:41 -0500 Subject: [rt-users] RT 3.0.8 In-Reply-To: <1073290300.2463.13.camel@localhost.localdomain> References: <20040102213832.GA20340@fsck.com> <3FF923CA.2030602@coza.net.za> <1073290300.2463.13.camel@localhost.localdomain> Message-ID: <20040105162841.GP11393@fsck.com> > Just a suggestion, but maybe with RT4 we could go to a directory > structure where each version resides in it's own directory and then a > sym link from the base directory (root or opt?) takes you to the most > recent ./configure --prefix=/opt/rt-3.0.8-that-i-installed-tuesday. Same as with any other package that uses autoconf. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From marziani at oasis.com Mon Jan 5 11:30:04 2004 From: marziani at oasis.com (Michael Marziani) Date: Mon, 5 Jan 2004 10:30:04 -0600 Subject: [rt-users] Can't find in docs: how users check ticket status? In-Reply-To: <3FF98E65.4040908@acronis.ru> Message-ID: Ok, I am attempting to log into the self-service as an unprivileged (autocreated) user, but it will not allow this without a password. Is there a default password set up for autocreated users? Thanks! -Michael -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Monday, January 05, 2004 10:19 AM To: Michael Marziani Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can't find in docs: how users check ticket status? Michael Marziani wrote: > I'm sure I just missed something, but I've scanned the documents for this > information and have not found it: > > Is there a method for [unprivileged] users to obtain current ticket status > and perhaps retrieve the ticket history? SelfService 1) '/SelfService' in URL. 2) Or setup password for email created user and log under this account into RT WebUI. Are you looking for something like this? Mail notifications. 1) Create scrip that notifies requestors about status changes. Best Regards. Ruslan. > > Thanks! > > -Michael > > _______________________________________________ > 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 elacour at easter-eggs.com Mon Jan 5 11:31:55 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Mon, 5 Jan 2004 17:31:55 +0100 Subject: [rt-users] RT 3.0.8 In-Reply-To: <20040105152343.GZ17728@chaka.net> References: <20040102213832.GA20340@fsck.com> <3FF923CA.2030602@coza.net.za> <1073290300.2463.13.camel@localhost.localdomain> <20040105152343.GZ17728@chaka.net> Message-ID: <20040105163155.GC23454@easter-eggs.com> On Mon, Jan 05, 2004 at 10:23:43AM -0500, Todd Chapman wrote: > Upgrading is mentioned in the README. > > 5b FOR UPGRADING: (Within the RT 3.0.x series) > > > Read through the UPGRADING document included in this distribution. > It may contain important instructions for updating your database > > As root, type: > make install (replace "make" with the local name for ^^^^^^^ Typo: make upgrade -- 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 rt at mas.ml1.net Mon Jan 5 11:40:08 2004 From: rt at mas.ml1.net (MAS) Date: Mon, 05 Jan 2004 16:40:08 +0000 Subject: [rt-users] RT 3.0.8 In-Reply-To: <20040105162841.GP11393@fsck.com> References: <20040102213832.GA20340@fsck.com> <3FF923CA.2030602@coza.net.za> <1073290300.2463.13.camel@localhost.localdomain> <20040105162841.GP11393@fsck.com> Message-ID: <9538704.1073320808@[192.168.0.235]> --On 05 January 2004 11:28 -0500 Jesse Vincent wrote: >> Just a suggestion, but maybe with RT4 we could go to a directory >> structure where each version resides in it's own directory and then a >> sym link from the base directory (root or opt?) takes you to the most >> recent > > ./configure --prefix=/opt/rt-3.0.8-that-i-installed-tuesday. Same as > with any other package that uses autoconf. Incidentally, while the topic of installation is being discussed, what's the install-sh script in the root source directory for? mike From cubic at acronis.ru Mon Jan 5 11:39:14 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 05 Jan 2004 19:39:14 +0300 Subject: [rt-users] Can't find in docs: how users check ticket status? In-Reply-To: References: Message-ID: <3FF99332.4000706@acronis.ru> Michael Marziani wrote: > Ok, I am attempting to log into the self-service as an unprivileged > (autocreated) user, but it will not allow this without a password. Is there > a default password set up for autocreated users? Thanks! They have '*NO-PASSWORD*' value by default(in DB) and it will never match any. Best regards. Ruslan. > > -Michael > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Monday, January 05, 2004 10:19 AM > To: Michael Marziani > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Can't find in docs: how users check ticket > status? > > > Michael Marziani wrote: > >>I'm sure I just missed something, but I've scanned the documents for this >>information and have not found it: >> >>Is there a method for [unprivileged] users to obtain current ticket status >>and perhaps retrieve the ticket history? > > > SelfService > 1) '/SelfService' in URL. > 2) Or setup password for email created user and log under this account > into RT WebUI. > Are you looking for something like this? > > Mail notifications. > 1) Create scrip that notifies requestors about status changes. > > Best Regards. Ruslan. > >>Thanks! >> >>-Michael >> >>_______________________________________________ >>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 Michael_Maloney at nyce.net Mon Jan 5 11:43:17 2004 From: Michael_Maloney at nyce.net (Maloney, Michael) Date: Mon, 5 Jan 2004 11:43:17 -0500 Subject: [rt-users] Can't find in docs: how users check ticket status? Message-ID: Same problem here. When a new autocreated user gets added to the database, their password is set to "*NO PASSWORD*", however, the "STAFF" user passwords have been hashed (MD5???) and are scrambled. So I think the problem is that the autocreated passwords are in the database in clear text, but should be hashed. I don't care if an autocreated user's password is set to "password" or whatever, just as long as I don't have to do any manual steps to correct the password. -----Original Message----- From: Michael Marziani [mailto:marziani at oasis.com] Sent: Monday, January 05, 2004 11:30 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Can't find in docs: how users check ticket status? Ok, I am attempting to log into the self-service as an unprivileged (autocreated) user, but it will not allow this without a password. Is there a default password set up for autocreated users? Thanks! -Michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Mon Jan 5 11:53:34 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 05 Jan 2004 19:53:34 +0300 Subject: [rt-users] Can't find in docs: how users check ticket status? In-Reply-To: References: Message-ID: <3FF9968E.6040505@acronis.ru> Maloney, Michael wrote: > Same problem here. When a new autocreated user gets added to the > database, their password is set to "*NO PASSWORD*", however, the "STAFF" > user passwords have been hashed (MD5???) and are scrambled. So I think > the problem is that the autocreated passwords are in the database in > clear text, but should be hashed. I don't care if an autocreated user's > password is set to "password" or whatever, just as long as I don't have > to do any manual steps to correct the password. As I've understood you want specify password for autocreated users. I don't know way to do it. It's just wrong and insecure. There was threads on the list about generating random passwords for new users, you have to read them. Good luck. Ruslan. > > > -----Original Message----- > From: Michael Marziani [mailto:marziani at oasis.com] > Sent: Monday, January 05, 2004 11:30 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Can't find in docs: how users check ticket status? > > > Ok, I am attempting to log into the self-service as an unprivileged > (autocreated) user, but it will not allow this without a password. Is > there a default password set up for autocreated users? Thanks! > > -Michael > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 jschubert at linearcorp.com Mon Jan 5 04:03:26 2004 From: jschubert at linearcorp.com (John Schubert) Date: 05 Jan 2004 09:03:26 +0000 Subject: [rt-users] RT 3.0.8 In-Reply-To: References: Message-ID: <1073293406.2463.20.camel@localhost.localdomain> On Mon, 2004-01-05 at 16:21, Mike Frazer wrote: > One last thing to keep in mind: remember to restart Apache. It seems pretty > automatic to do that anyway, but I once upgraded to 3.0.6 on a development > system before my morning coffee and spent about 2 hours trying to figure out > why it was still running on 3.0.2. :) > > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Monday, January 05, 2004 10:24 AM > To: John Schubert > Cc: RT Users > Subject: Re: [rt-users] RT 3.0.8 > > > Upgrading is mentioned in the README. > > 5b FOR UPGRADING: (Within the RT 3.0.x series) > > > Read through the UPGRADING document included in this distribution. > It may contain important instructions for updating your database > > As root, type: > make install (replace "make" with the local name for > Make, if you need to) > > This will build new binaries, config files and libraries without > overwriting your RT database. > > It may then instruct you to update your RT system database objects > > > > Also, there is an UPGRADING document. > Thanks Mike ( and Jesse). I did see that section in the RT docs online, but I didn't think I'd have to recompile, so that was my mistake. Looking at it a 3rd time, the Makefile should have given it away. My apologies (again). After spending 4 weeks (on and off) making RT3 work with RH, I'm leary about any upgrade that doesn't have an easy back out. When you recompile, is there a way to back out if things go wrong? John From Michael_Maloney at nyce.net Mon Jan 5 12:09:50 2004 From: Michael_Maloney at nyce.net (Maloney, Michael) Date: Mon, 5 Jan 2004 12:09:50 -0500 Subject: [rt-users] Can't find in docs: how users check ticket status? Message-ID: I'm using RT strictly as an internal application, on my intranet. My site is not publicly accessible, and I don't have a problem with my users looking at any ticket. If all autocreated users are by default "Non-Privileged", then isn't RT still secure? I'm not allowing them to change tickets, just view them. It might be nice to have something in RT_SiteConfig, to allow/not allow "default" autocreated passwords and be able to set that password. In the meantime, I'll try and locate the thread about random passwords (any ideas about the month?). -Mike M. -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Monday, January 05, 2004 11:54 AM To: Maloney, Michael Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can't find in docs: how users check ticket status? Maloney, Michael wrote: > Same problem here. When a new autocreated user gets added to the > database, their password is set to "*NO PASSWORD*", however, the "STAFF" > user passwords have been hashed (MD5???) and are scrambled. So I think > the problem is that the autocreated passwords are in the database in > clear text, but should be hashed. I don't care if an autocreated user's > password is set to "password" or whatever, just as long as I don't have > to do any manual steps to correct the password. As I've understood you want specify password for autocreated users. I don't know way to do it. It's just wrong and insecure. There was threads on the list about generating random passwords for new users, you have to read them. Good luck. Ruslan. > > > -----Original Message----- > From: Michael Marziani [mailto:marziani at oasis.com] > Sent: Monday, January 05, 2004 11:30 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Can't find in docs: how users check ticket > status? > > > Ok, I am attempting to log into the self-service as an unprivileged > (autocreated) user, but it will not allow this without a password. Is > there a default password set up for autocreated users? Thanks! > > -Michael > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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 -------------- An HTML attachment was scrubbed... URL: From marziani at oasis.com Mon Jan 5 12:11:57 2004 From: marziani at oasis.com (Michael Marziani) Date: Mon, 5 Jan 2004 11:11:57 -0600 Subject: [rt-users] Can't find in docs: how users check ticket status? In-Reply-To: <3FF9968E.6040505@acronis.ru> Message-ID: I agree, it would be insecure. I would much rather have a system where the user could send a majordomo-like command to RT in an email which could prompt RT to send the current ticket status, and a summary of recent updates. Now RT would, of course, only allow this if the email was from the requestor. I'm sure this could be programmed in, but I don't have the time to do it right now. Has anyone else created a similar feature to your knowledge? Thanks for all the info BTW! -Michael -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ruslan U. Zakirov Sent: Monday, January 05, 2004 10:54 AM To: Maloney, Michael Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can't find in docs: how users check ticket status? Maloney, Michael wrote: > Same problem here. When a new autocreated user gets added to the > database, their password is set to "*NO PASSWORD*", however, the "STAFF" > user passwords have been hashed (MD5???) and are scrambled. So I think > the problem is that the autocreated passwords are in the database in > clear text, but should be hashed. I don't care if an autocreated user's > password is set to "password" or whatever, just as long as I don't have > to do any manual steps to correct the password. As I've understood you want specify password for autocreated users. I don't know way to do it. It's just wrong and insecure. There was threads on the list about generating random passwords for new users, you have to read them. Good luck. Ruslan. > > > -----Original Message----- > From: Michael Marziani [mailto:marziani at oasis.com] > Sent: Monday, January 05, 2004 11:30 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Can't find in docs: how users check ticket status? > > > Ok, I am attempting to log into the self-service as an unprivileged > (autocreated) user, but it will not allow this without a password. Is > there a default password set up for autocreated users? Thanks! > > -Michael > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 bobg at uic.edu Mon Jan 5 12:18:50 2004 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 05 Jan 2004 11:18:50 -0600 Subject: [rt-users] Can't find in docs: how users check ticket status? In-Reply-To: Your message of "Mon, 05 Jan 2004 19:53:34 +0300." <3FF9968E.6040505@acronis.ru> Message-ID: <200401051718.i05HIovC024096@shark.cc.uic.edu> Don't know about your environment, but in my case I have two kinds of users, those with @uic.edu addresses (and a couple other permutations I can recognize) and those with completely external addresses. Almost everyone at UIC already has accounts, with passwords in ldap. So I've set RT to $WebExternalAuth = 1, so that everyone using the web interface uses their ldap password. I don't pre-create accounts (other than for consultants, where I need to set the privs.) When a normal user logs in via web, $WebExternalAuto=1 creates the RT account, and when a user sends in an email, I munge the email address to extract what I know is the correct login name (if possible) so again I create user accounts in real time. But the passwords are already known, so they can log in and do normal unprivleged things. Those whose email addresses I don't recognize can't login. bobg >Maloney, Michael wrote: >> Same problem here. When a new autocreated user gets added to the >> database, their password is set to "*NO PASSWORD*", however, the "STAFF" >> user passwords have been hashed (MD5???) and are scrambled. So I think >> the problem is that the autocreated passwords are in the database in >> clear text, but should be hashed. I don't care if an autocreated user's >> password is set to "password" or whatever, just as long as I don't have >> to do any manual steps to correct the password. >As I've understood you want specify password for autocreated users. >I don't know way to do it. It's just wrong and insecure. >There was threads on the list about generating random passwords for new >users, you have to read them. > Good luck. Ruslan. >> >> >> -----Original Message----- >> From: Michael Marziani [mailto:marziani at oasis.com] >> Sent: Monday, January 05, 2004 11:30 AM >> To: rt-users at lists.bestpractical.com >> Subject: RE: [rt-users] Can't find in docs: how users check ticket status? >> >> >> Ok, I am attempting to log into the self-service as an unprivileged >> (autocreated) user, but it will not allow this without a password. Is >> there a default password set up for autocreated users? Thanks! >> >> -Michael >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> 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 mariana.lopes at multicert.com Mon Jan 5 13:00:06 2004 From: mariana.lopes at multicert.com (Mariana Martins Lopes) Date: Mon, 05 Jan 2004 18:00:06 +0000 Subject: [rt-users] Problems creating tickets un RT2 Message-ID: <3FF9A626.9020203@multicert.com> Hi! I still can't create tickets using the command line, unless I use Linux's user root. Can you please tell me where the function LoadByCol is defined? Because I can't find it and I think that's where my problem is:-( Thanks in advance, Mariana Hello! I'm using RT2, and when I try to use de CLI to create a ticket, I get the following message: "No RT user found. Please consult your RT administrator." If I try to create the ticket with the user root, I can do it, without any problems. One other thing is that using the RT Web interface, I defined that the Unix login of an user (able to create tickets) is the one with which I'm trying to create the ticket. Have you got any suggestions, of what may be happening? Thanks! Mariana -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 4790 bytes Desc: S/MIME Cryptographic Signature URL: From phurley at tacc.utexas.edu Mon Jan 5 14:22:16 2004 From: phurley at tacc.utexas.edu (Patrick Hurley) Date: Mon, 5 Jan 2004 13:22:16 -0600 Subject: [rt-users] RH9 + Apache2 + FastCGI: Couldn't write to session directory. Message-ID: Greetings, I've been attempting to resolve this issue for a few days now, and have looked at docs, archives, etc. -- I've noticed that others have also received the error before, but have not found a solution. I'm certain there's something I'm overlooking. Error when accessing site: - RT Couldn't write to session directory '/opt/rt3/var/session_data': DBD::Pg::st execute failed: ERROR: Relation "sessions" does not exist at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Store/DBI.pm line 42. - These directories: /opt/rt3/var/log /opt/rt3/var/mason_data /opt/rt3/var/session_data are all apache:apache, apache is run under apache:apache, and RT was configured with web user and group as apache:apache. make fixperms has been run to verify permissions. Any guidance, insight, suggestions would be greatly appreciated. Thanks, ph. From sean.perry at intransa.com Mon Jan 5 14:36:06 2004 From: sean.perry at intransa.com (Sean Perry) Date: Mon, 05 Jan 2004 11:36:06 -0800 Subject: [rt-users] RT 3.0.8 In-Reply-To: <9538704.1073320808@[192.168.0.235]> References: <20040102213832.GA20340@fsck.com> <3FF923CA.2030602@coza.net.za> <1073290300.2463.13.camel@localhost.localdomain> <20040105162841.GP11393@fsck.com> <9538704.1073320808@[192.168.0.235]> Message-ID: <3FF9BCA6.1090807@intransa.com> MAS wrote: > --On 05 January 2004 11:28 -0500 Jesse Vincent > wrote: > > >>>Just a suggestion, but maybe with RT4 we could go to a directory >>>structure where each version resides in it's own directory and then a >>>sym link from the base directory (root or opt?) takes you to the most >>>recent >> >>./configure --prefix=/opt/rt-3.0.8-that-i-installed-tuesday. Same as >>with any other package that uses autoconf. > > > Incidentally, while the topic of installation is being discussed, what's > the install-sh script in the root source directory for? > That is a standard part of the autotools suite. It is used by the makefiles. From kfh at mqsoftware.com Mon Jan 5 14:37:58 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 5 Jan 2004 13:37:58 -0600 Subject: [rt-users] BugList.html from Contrib Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C091@mailservermn.mqsoftware.com> OK, maybe I'm just missing it, but what has to be done to make the BugList page work in my RT? I put it in NoAuth, but it seems that I have to create some particular queue, every time I load it, I get "Queue Not Found". Besides creating the correct queue, is there anything else I have to do to get it set up? Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From dmaze at cag.lcs.mit.edu Mon Jan 5 14:49:04 2004 From: dmaze at cag.lcs.mit.edu (David Z Maze) Date: Mon, 05 Jan 2004 14:49:04 -0500 Subject: [rt-users] Re: RT 3.0.8 In-Reply-To: <9538704.1073320808@[192.168.0.235]> (MAS's message of "Mon, 05 Jan 2004 16:40:08 +0000") References: <20040102213832.GA20340@fsck.com> <3FF923CA.2030602@coza.net.za> <1073290300.2463.13.camel@localhost.localdomain> <20040105162841.GP11393@fsck.com> <9538704.1073320808@[192.168.0.235]> Message-ID: <87ptdyqiq7.fsf@everett.mit.edu> MAS writes: > Incidentally, while the topic of installation is being discussed, > what's the install-sh script in the root source directory for? Most autoconfiscated packages have it; I believe it can be used in place of /usr/bin/install if your (antiquated) system doesn't happen to include it. It's just a shell script, the top of the file has some history on where it came from. -- David Z. Maze dmaze at cag.lcs.mit.edu Research Scientist http://www.mit.edu/~dmaze/ MIT LCS Computer Architecture Group http://www.cag.lcs.mit.edu/commit/ From blair at orcaware.com Mon Jan 5 14:50:23 2004 From: blair at orcaware.com (Blair Zajac) Date: Mon, 05 Jan 2004 11:50:23 -0800 Subject: [rt-users] RE: RT 3.0.8 References: <20040105192530.8CBEE113B2@pallas.eruditorum.org> Message-ID: <3FF9BFFF.66FA2368@orcaware.com> >From John Schubert > > Thanks Mike ( and Jesse). I did see that section in the RT docs online, > but I didn't think I'd have to recompile, so that was my mistake. > Looking at it a 3rd time, the Makefile should have given it away. My > apologies (again). After spending 4 weeks (on and off) making RT3 work > with RH, I'm leary about any upgrade that doesn't have an easy back > out. When you recompile, is there a way to back out if things go > wrong? I always install RT into a fresh directory, in this case, rt-3.0.8, and then update 1) httpd.conf 2) /etc/smrsh/rt-mailgate 3) /etc/aliases 4) etc/RT_SiteConfig.pm to point to the new version. I do a diff between the old and new unmodified etc/RT_SiteConfig.pm to see if there's any new options that I need to take into account. If there's a problem, it's easy to back down to the previous version. It's a little more work, but pretty safe this way. Best, Blair -- Blair Zajac Plots of your system's performance - http://www.orcaware.com/orca/ From m-liebman at northwestern.edu Mon Jan 5 14:52:02 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 5 Jan 2004 14:52:02 -0500 Subject: [rt-users] BugList.html from Contrib In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C091@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C091@mailservermn.mqsoftware.com> Message-ID: <20040105195202.GA3661@SDF.LONESTAR.ORG> On Mon, Jan 05, 2004 at 01:37:58PM -0600, Kelly F. Hickel wrote: > OK, maybe I'm just missing it, but what has to be done to make the > BugList page work in my RT? I put it in NoAuth, but it seems that I > have to create some particular queue, every time I load it, I get "Queue > Not Found". Besides creating the correct queue, is there anything else > I have to do to get it set up? It's not a matter of creating the "correct queue," but specifying the queue to check. You can either change the default queue in the Mason component or pass it as a GET variable. Tack "?q=your-queue-name" onto the end of the Buglist.html URL. 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 murphy at genome.chop.edu Mon Jan 5 15:14:25 2004 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 5 Jan 2004 15:14:25 -0500 Subject: [rt-users] Upgrading RT 3.0.8 (was RT 3.0.8) In-Reply-To: <1073293406.2463.20.camel@localhost.localdomain> Message-ID: > When you recompile, is there a way to back out if things go > wrong? In a lazier variation on Blair's theme, I always install into the same location, but beforehand I make a copy of the RT web directory. E.g., in my case: cd /usr/local/ sudo cp -Rp rt3 rt3.2004-01-02 I also make sure I have an at-hand backup of the rt database. On top of my existing automated tape backups, I usually do something like this right before an upgrade: cd /usr/local/pgsql su - postgres pg_dump rt3 >rt3.2004-01-02.dump The above commands are specific to my setup. In addition to modifying RT_SiteConfig.pm as Blair indicates, if you have made custom versions of any RT files in the 'local' subdirectory, you would want to diff those against the new ones and merge in any changes. (Do all this before restarting Apache, eh?) As far as I understand, if you are upgrading from a recent version, you can often downgrade by just swapping the old web directory back in and restarting Apache. If the upgrade involved any database changes (which should be documented, hopefully), then a downgrade would also involve restoring the database. For the truly paranoid, you would test the new version of RT using separate Apache and database instances and mail aliases, etc, before installing it for real. Thankfully my application doesn't need that level of robustness. If you have made Perl module upgrades along with the RT upgrade, there is potential danger there, but not usually. -Kevin From jschubert at linearcorp.com Mon Jan 5 07:18:10 2004 From: jschubert at linearcorp.com (John Schubert) Date: 05 Jan 2004 12:18:10 +0000 Subject: [rt-users] RE: RT 3.0.8 In-Reply-To: <3FF9BFFF.66FA2368@orcaware.com> References: <20040105192530.8CBEE113B2@pallas.eruditorum.org> <3FF9BFFF.66FA2368@orcaware.com> Message-ID: <1073305090.2458.51.camel@localhost.localdomain> > I always install RT into a fresh directory, in this case, rt-3.0.8, and > then update > > 1) httpd.conf > 2) /etc/smrsh/rt-mailgate > 3) /etc/aliases > 4) etc/RT_SiteConfig.pm > > to point to the new version. > > I do a diff between the old and new unmodified etc/RT_SiteConfig.pm to see > if there's any new options that I need to take into account. > > If there's a problem, it's easy to back down to the previous > version. > > It's a little more work, but pretty safe this way. Blair, Thanks! I like your approach, so that's the way I'll do it. I have a long background of military and telecom "operations", so having a back-out plan (and doing upgrades outside of business hours) is very important to me for platform stability reasons. I'll just add steps to "cp httpd.conf httpd.last.working.conf" (etc). Doing more prep work before an upgrade is time well spent in my book, so I don't mind the extra work. John From john at portagebay.com Mon Jan 5 15:22:57 2004 From: john at portagebay.com (John Newhoff) Date: Mon, 5 Jan 2004 12:22:57 -0800 Subject: [rt-users] RT 3.08 - Can't call method "Qutoe" Message-ID: I installed RT 3.0.6 (upgraded to 3.0.8 today) and managed to get it running to the point where I can log in via the web interface and create tickets. I've not created any new queues yet, just working with the default 'general' queue. Generally, the second time I try to display the tickets in the queue (by clicking the 'General' link under the quick search section, or other ways), I get the error message: Can't call method 'quote' on an undefined value at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 645 I found a post from someone with a similar error and it was suggested they verify that they don't have an old version of DBI.pm causing a problem, but as far as I can determine, I have the latest versions of of the Apache-DBI and Apache-Session packages installed. Can anyone point me in the right direction? Thanks, John -- --------------------------------------------------------------------------- Portage Bay Solutions, Inc. mailto:john at portagebay.com Database Programming and Training Services (206) 542-4656 http://www.portagebay.com From jschubert at linearcorp.com Mon Jan 5 07:25:55 2004 From: jschubert at linearcorp.com (John Schubert) Date: 05 Jan 2004 12:25:55 +0000 Subject: [rt-users] Upgrading RT 3.0.8 (was RT 3.0.8) In-Reply-To: References: Message-ID: <1073305556.2458.59.camel@localhost.localdomain> On Mon, 2004-01-05 at 20:14, Kevin Murphy wrote: > In a lazier variation on Blair's theme, I always install into the same > location, but beforehand I make a copy of the RT web directory. E.g., > in my case: > > cd /usr/local/ > sudo cp -Rp rt3 rt3.2004-01-02 > > I also make sure I have an at-hand backup of the rt database. On top > of my existing automated tape backups, I usually do something like this > right before an upgrade: > > cd /usr/local/pgsql > su - postgres > pg_dump rt3 >rt3.2004-01-02.dump > > The above commands are specific to my setup. > > In addition to modifying RT_SiteConfig.pm as Blair indicates, if you > have made custom versions of any RT files in the 'local' subdirectory, > you would want to diff those against the new ones and merge in any > changes. (Do all this before restarting Apache, eh?) This was one of my fears. I have spent some time customizing the index and some other pages, so I didn't want an upgrade to whack the changes. This is why I liked Blair's solution. Then I can just "diff" away and change back anything changed. Your suggestion also gave me the idea of tarring/zipping, rather than CPing the directory. Either way this gives me some ideas. Thanks! I know they're newbie questions, but I haven't had to wear my "sys admin" hat in a couple of years (other than getting RH up and running). Maybe that's why I've been procrastinating on the MySQL data backups and looking into upgrading from MySQL 3.23.xx John From kfh at mqsoftware.com Mon Jan 5 17:04:14 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 5 Jan 2004 16:04:14 -0600 Subject: [rt-users] Contrib/Statistics3? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C095@mailservermn.mqsoftware.com> Is anyone using Statistics wirh RT 3 (specifically 3.0.0.8)? I just added it to my install and am seeing a couple of strange things. I added a bunch of tickets and closed one, just so I could see how it works, and I noticed that wherever it displays the dates (say Requests by multiple queues per day), it's displaying the stats for today as "Fri 2" (Mon 5 doesn't appear in the table). Also, none of the graphics seem to get generated. I installed GD::Graph from CPAN (had to get an updated libgd to make it work), and ran it's samples, they all seem fine, but I just get the little red x for the graphs in the stats package. No errors in the RT or apache log files................ Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From russj at dimstar.net Mon Jan 5 17:32:36 2004 From: russj at dimstar.net (Russ Johnson) Date: Mon, 05 Jan 2004 14:32:36 -0800 Subject: [rt-users] Configuring Pg?? Message-ID: <3FF9E604.4080205@dimstar.net> OK, I'm really close to getting all the modules installed. In fact, there's only one left to install. DBD-Pg The reason I'm having difficulty is the lack of step by step instructions on installing this module. Maybe someone on this list is running a similar setup, and can tell me what I need to feel it. I'm configuring RT on one machine, with Postgres on a different machine. The RT machine is Mandrake 9.1 (so I get perl 5.8). DB server is Redhat 7.3 (Postgres 7.2). When I run the install for DBD::Pg, (cpan or rt-test-deps) it asks me for "Path to pg_config?" What do I feed it? This ISN'T the machine with the database on it. Is there anything else I should know before continuing with this installation using multiple machines? Thanks in advance. Russ Johnson From mrz at intelenet.net Mon Jan 5 18:00:31 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 5 Jan 2004 15:00:31 -0800 Subject: [rt-users] rt-3.0.8, unable to open attachements Message-ID: <041701c3d3df$b86a5550$88180a0a@MRZTP> Since upgrading to 3.0.8, I'm no unable to open any attachments in any ticket. New attachments fail as well. This problem only appears to happen with IE. Firebird has no problems with it. Hopefully this is not by design. Any clues? -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From jesse at bestpractical.com Mon Jan 5 18:03:44 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Jan 2004 18:03:44 -0500 Subject: [rt-users] rt-3.0.8, unable to open attachements In-Reply-To: <041701c3d3df$b86a5550$88180a0a@MRZTP> References: <041701c3d3df$b86a5550$88180a0a@MRZTP> Message-ID: <20040105230344.GD11393@fsck.com> On Mon, Jan 05, 2004 at 03:00:31PM -0800, matthew zeier wrote: > > Since upgrading to 3.0.8, I'm no unable to open any attachments in any > ticket. New attachments fail as well. This problem only appears to happen > with IE. Firebird has no problems with it. How does it fail? What's the RT server sending back to you? Are you sure it's not downloading the attachments? > Hopefully this is not by design. Certainly not. > > Any clues? > > -- > matthew zeier | "Nothing in life is to be feared. > InteleNet Communications, Inc. | It is only to be understood." > (949) 784-7904 | - Marie Curie > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mrz at intelenet.net Mon Jan 5 18:08:47 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 5 Jan 2004 15:08:47 -0800 Subject: [rt-users] rt-3.0.8, unable to open attachements References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> Message-ID: <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> IE gives me the ever helpful message "Internet Explorer cannot download .... .pdf from helpdesk.intelenet.net. Internet Explorer was not able to open this Internet site. The requested site is either unavailable or cannot be found. Please try again later." Nothing in the apache error logs or rt logs. I'm not clued enough to see exactly what RT is sending IE, unfortunately. ----- Original Message ----- From: "Jesse Vincent" To: "matthew zeier" Cc: Sent: Monday, January 05, 2004 3:03 PM Subject: Re: [rt-users] rt-3.0.8, unable to open attachements > > > > On Mon, Jan 05, 2004 at 03:00:31PM -0800, matthew zeier wrote: > > > > Since upgrading to 3.0.8, I'm no unable to open any attachments in any > > ticket. New attachments fail as well. This problem only appears to happen > > with IE. Firebird has no problems with it. > > How does it fail? What's the RT server sending back to you? Are you sure > it's not downloading the attachments? > > > > Hopefully this is not by design. > > Certainly not. > > > > > Any clues? > > > > -- > > matthew zeier | "Nothing in life is to be feared. > > InteleNet Communications, Inc. | It is only to be understood." > > (949) 784-7904 | - Marie Curie > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > From jesse at bestpractical.com Mon Jan 5 18:21:30 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Jan 2004 18:21:30 -0500 Subject: [rt-users] rt-3.0.8, unable to open attachements In-Reply-To: <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> Message-ID: <20040105232130.GF11393@fsck.com> On Mon, Jan 05, 2004 at 03:08:47PM -0800, matthew zeier wrote: > IE gives me the ever helpful message > > "Internet Explorer cannot download .... .pdf from helpdesk.intelenet.net. > > Internet Explorer was not able to open this Internet site. The requested > site is either unavailable or cannot be found. Please try again later." > > Nothing in the apache error logs or rt logs. I'm not clued enough to see > exactly what RT is sending IE, unfortunately. Ok. in share/html/SetupSessionCookie, there are two lines sending "Cache control" headers. Blow them away. Tell me if that works. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mrz at intelenet.net Mon Jan 5 18:22:48 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 5 Jan 2004 15:22:48 -0800 Subject: [rt-users] rt-3.0.8, unable to open attachements References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> Message-ID: <047e01c3d3e2$d5074940$88180a0a@MRZTP> And to complicate things, this doesn't work on the production server but does work on my test box. Now I have no idea how to debug this. ----- Original Message ----- From: "Jesse Vincent" To: "matthew zeier" Cc: Sent: Monday, January 05, 2004 3:03 PM Subject: Re: [rt-users] rt-3.0.8, unable to open attachements > > > > On Mon, Jan 05, 2004 at 03:00:31PM -0800, matthew zeier wrote: > > > > Since upgrading to 3.0.8, I'm no unable to open any attachments in any > > ticket. New attachments fail as well. This problem only appears to happen > > with IE. Firebird has no problems with it. > > How does it fail? What's the RT server sending back to you? Are you sure > it's not downloading the attachments? > > > > Hopefully this is not by design. > > Certainly not. > > > > > Any clues? > > > > -- > > matthew zeier | "Nothing in life is to be feared. > > InteleNet Communications, Inc. | It is only to be understood." > > (949) 784-7904 | - Marie Curie > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From mrz at intelenet.net Mon Jan 5 18:24:53 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 5 Jan 2004 15:24:53 -0800 Subject: [rt-users] rt-3.0.8, unable to open attachements References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> <20040105232130.GF11393@fsck.com> Message-ID: <048801c3d3e3$1f4a0f10$88180a0a@MRZTP> Yes, that fixed it. ----- Original Message ----- From: "Jesse Vincent" To: "matthew zeier" Cc: Sent: Monday, January 05, 2004 3:21 PM Subject: Re: [rt-users] rt-3.0.8, unable to open attachements > > > > On Mon, Jan 05, 2004 at 03:08:47PM -0800, matthew zeier wrote: > > IE gives me the ever helpful message > > > > "Internet Explorer cannot download .... .pdf from helpdesk.intelenet.net. > > > > Internet Explorer was not able to open this Internet site. The requested > > site is either unavailable or cannot be found. Please try again later." > > > > Nothing in the apache error logs or rt logs. I'm not clued enough to see > > exactly what RT is sending IE, unfortunately. > > Ok. in share/html/SetupSessionCookie, there are two lines sending "Cache > control" headers. Blow them away. Tell me if that works. > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > From jesse at bestpractical.com Mon Jan 5 18:26:24 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Jan 2004 18:26:24 -0500 Subject: [rt-users] rt-3.0.8, unable to open attachements In-Reply-To: <048801c3d3e3$1f4a0f10$88180a0a@MRZTP> References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> <20040105232130.GF11393@fsck.com> <048801c3d3e3$1f4a0f10$88180a0a@MRZTP> Message-ID: <20040105232624.GG11393@fsck.com> On Mon, Jan 05, 2004 at 03:24:53PM -0800, matthew zeier wrote: > Yes, that fixed it. Good, but damn it. IE's looking at headers designed to stop intermediate caches from storing RT's pages. It's just not supposed to do that. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tim_wilson at hopkins.k12.mn.us Mon Jan 5 18:30:17 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Mon, 05 Jan 2004 17:30:17 -0600 Subject: [rt-users] Contrib/Statistics3? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C095@mailservermn.mqsoftware.com> Message-ID: On 1/5/04 4:04 PM, "Kelly F. Hickel" wrote: > Is anyone using Statistics wirh RT 3 (specifically 3.0.0.8)? I haven't had any luck with Statistics yet. I'm running 3.0.6 here and I thought I'd found the latest version of the Statistics package. I installed it according to the directions, but I get a 404 and "The requested URL /Statistics/index.html was not found on this server." I didn't have much more luck with RTFM. Again, I followed the directions exactly, but I don't see any RTFM link at all. I'm puzzled. BTW, I'm running this on Debian (testing) with Postgres. I'd love to hear any suggestions. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From sean.perry at intransa.com Mon Jan 5 19:06:11 2004 From: sean.perry at intransa.com (Sean Perry) Date: Mon, 05 Jan 2004 16:06:11 -0800 Subject: [rt-users] rt-3.0.8, unable to open attachements In-Reply-To: <20040105232624.GG11393@fsck.com> References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> <20040105232130.GF11393@fsck.com> <048801c3d3e3$1f4a0f10$88180a0a@MRZTP> <20040105232624.GG11393@fsck.com> Message-ID: <3FF9FBF3.2090802@intransa.com> Jesse Vincent wrote: > > > On Mon, Jan 05, 2004 at 03:24:53PM -0800, matthew zeier wrote: > >>Yes, that fixed it. > > > Good, but damn it. IE's looking at headers designed to stop intermediate > caches from storing RT's pages. It's just not supposed to do that. > or is Matthew the victim of a transparent cache which is not playing nice? From mnagel at willingminds.com Mon Jan 5 19:12:04 2004 From: mnagel at willingminds.com (Mark D. Nagel) Date: Mon, 05 Jan 2004 16:12:04 -0800 Subject: [rt-users] rt-3.0.8, unable to open attachements In-Reply-To: <20040105232624.GG11393@fsck.com> References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> <20040105232130.GF11393@fsck.com> <048801c3d3e3$1f4a0f10$88180a0a@MRZTP> <20040105232624.GG11393@fsck.com> Message-ID: <3FF9FD54.80103@willingminds.com> Jesse Vincent wrote: > On Mon, Jan 05, 2004 at 03:24:53PM -0800, matthew zeier wrote: > >>Yes, that fixed it. > > > Good, but damn it. IE's looking at headers designed to stop intermediate > caches from storing RT's pages. It's just not supposed to do that. > You might find this helpful: http://cvs.sf.net/viewcvs.py/squirrelmail/squirrelmail/doc/ie_ssl.txt?rev=1.2 This will let you tune Apache to talk to IE very slowly using small words so it can understand better. Apparently, this is a well-known bug in IE (that MS considers a feature, of course). Mark -- Mark D. Nagel, CCIE #3177 Principal Consultant, Willing Minds LLC tel/fax: 949-623-9853, web: http://www.willingminds.com/ From kfh at mqsoftware.com Mon Jan 5 19:40:18 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 5 Jan 2004 18:40:18 -0600 Subject: [rt-users] Contrib/Statistics3? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C097@mailservermn.mqsoftware.com> Well, I'm on redhat 9, and I unpacked into /opt/rt3/local/html/Statistics, and I didn't have a problem with it not being found. Same with RTFM. They both should show up in the blue bar on the right of the RT pages. -Kelly > -----Original Message----- > From: Tim Wilson [mailto:tim_wilson at hopkins.k12.mn.us] > Sent: Monday, January 05, 2004 5:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Contrib/Statistics3? > > On 1/5/04 4:04 PM, "Kelly F. Hickel" wrote: > > > Is anyone using Statistics wirh RT 3 (specifically 3.0.0.8)? > > I haven't had any luck with Statistics yet. I'm running 3.0.6 here and I > thought I'd found the latest version of the Statistics package. I > installed > it according to the directions, but I get a 404 and "The requested URL > /Statistics/index.html was not found on this server." > > I didn't have much more luck with RTFM. Again, I followed the directions > exactly, but I don't see any RTFM link at all. I'm puzzled. BTW, I'm > running > this on Debian (testing) with Postgres. > > I'd love to hear any suggestions. > > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA > ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 > > _______________________________________________ > 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 Jan 5 19:44:19 2004 From: mrz at intelenet.net (matthew zeier) Date: Mon, 5 Jan 2004 16:44:19 -0800 Subject: [rt-users] rt-3.0.8, unable to open attachements References: <041701c3d3df$b86a5550$88180a0a@MRZTP> <20040105230344.GD11393@fsck.com> <045801c3d3e0$dfd1a7a0$88180a0a@MRZTP> <20040105232130.GF11393@fsck.com> <048801c3d3e3$1f4a0f10$88180a0a@MRZTP><20040105232624.GG11393@fsck.com> <3FF9FBF3.2090802@intransa.com> Message-ID: <04fd01c3d3ee$386b9e40$88180a0a@MRZTP> > > Good, but damn it. IE's looking at headers designed to stop intermediate > > caches from storing RT's pages. It's just not supposed to do that. > > > > or is Matthew the victim of a transparent cache which is not playing nice? > No :) I own all the pieces between me and the box running RT... no cache in the middle, unless google's toolbar is "helping" me. From garrett at gothik.org Mon Jan 5 20:12:20 2004 From: garrett at gothik.org (Garrett Scott) Date: Mon, 5 Jan 2004 17:12:20 -0800 Subject: [rt-users] Contrib/Statistics3? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C097@mailservermn.mqsoftware.com> Message-ID: <35A83334B6930240B6C6058D5285607F4FCD7B@EXC-LAX-C002.sylmark.com> Statistics shows up on my blue bar as well (when unpacked into /opt/rt3/local/html/) however a 404 is generated when attempting to access it. Error logs show: [Mon Jan 05 17:20:38 2004] [error] [client xxx.xxx.xxx.xxx] File does not exist: /opt/rt3/share/html/Statistics, referer: xxxxxxxxxxxxxxxxx So rt3 is looking at the /local/ dir, but apache isn't. Is there a config line that needs to be added to httpd.conf? (or maybe a modperl include that isn't being read) Other then that - a happy rt3 user here. ---- Garrett Scott -----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: Monday, January 05, 2004 4:40 PM To: Tim Wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Contrib/Statistics3? Well, I'm on redhat 9, and I unpacked into /opt/rt3/local/html/Statistics, and I didn't have a problem with it not being found. Same with RTFM. They both should show up in the blue bar on the right of the RT pages. -Kelly > -----Original Message----- > From: Tim Wilson [mailto:tim_wilson at hopkins.k12.mn.us] > Sent: Monday, January 05, 2004 5:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Contrib/Statistics3? > > On 1/5/04 4:04 PM, "Kelly F. Hickel" wrote: > > > Is anyone using Statistics wirh RT 3 (specifically 3.0.0.8)? > > I haven't had any luck with Statistics yet. I'm running 3.0.6 here and I > thought I'd found the latest version of the Statistics package. I > installed > it according to the directions, but I get a 404 and "The requested URL > /Statistics/index.html was not found on this server." > > I didn't have much more luck with RTFM. Again, I followed the directions > exactly, but I don't see any RTFM link at all. I'm puzzled. BTW, I'm > running > this on Debian (testing) with Postgres. > > I'd love to hear any suggestions. > > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA > ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 > > _______________________________________________ > 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 kfh at mqsoftware.com Mon Jan 5 20:22:07 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 5 Jan 2004 19:22:07 -0600 Subject: [rt-users] Contrib/Statistics3? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD038A8C@mailservermn.mqsoftware.com> First try pointing your browser directly to /Statistics/index.html I had to load it directly once, then it started working. You also might try restarting apache. -Kelly -----Original Message----- From: Garrett Scott [mailto:garrett at gothik.org] Sent: Mon 1/5/2004 7:12 PM To: Kelly F. Hickel; 'Tim Wilson'; rt-users at lists.bestpractical.com Cc: Subject: RE: [rt-users] Contrib/Statistics3? Statistics shows up on my blue bar as well (when unpacked into /opt/rt3/local/html/) however a 404 is generated when attempting to access it. Error logs show: [Mon Jan 05 17:20:38 2004] [error] [client xxx.xxx.xxx.xxx] File does not exist: /opt/rt3/share/html/Statistics, referer: xxxxxxxxxxxxxxxxx So rt3 is looking at the /local/ dir, but apache isn't. Is there a config line that needs to be added to httpd.conf? (or maybe a modperl include that isn't being read) Other then that - a happy rt3 user here. ---- Garrett Scott -----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: Monday, January 05, 2004 4:40 PM To: Tim Wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Contrib/Statistics3? Well, I'm on redhat 9, and I unpacked into /opt/rt3/local/html/Statistics, and I didn't have a problem with it not being found. Same with RTFM. They both should show up in the blue bar on the right of the RT pages. -Kelly > -----Original Message----- > From: Tim Wilson [mailto:tim_wilson at hopkins.k12.mn.us] > Sent: Monday, January 05, 2004 5:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Contrib/Statistics3? > > On 1/5/04 4:04 PM, "Kelly F. Hickel" wrote: > > > Is anyone using Statistics wirh RT 3 (specifically 3.0.0.8)? > > I haven't had any luck with Statistics yet. I'm running 3.0.6 here and I > thought I'd found the latest version of the Statistics package. I > installed > it according to the directions, but I get a 404 and "The requested URL > /Statistics/index.html was not found on this server." > > I didn't have much more luck with RTFM. Again, I followed the directions > exactly, but I don't see any RTFM link at all. I'm puzzled. BTW, I'm > running > this on Debian (testing) with Postgres. > > I'd love to hear any suggestions. > > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA > ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 > > _______________________________________________ > 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 seph at directionless.org Mon Jan 5 20:30:35 2004 From: seph at directionless.org (seph) Date: Mon, 05 Jan 2004 20:30:35 -0500 Subject: [rt-users] Re: RH9 + Apache2 + FastCGI: Couldn't write to session directory. In-Reply-To: (Patrick Hurley's message of "Mon, 5 Jan 2004 13:22:16 -0600") References: Message-ID: > I've been attempting to resolve this issue for a few days now, and > have looked at docs, archives, etc. -- I've noticed that others have > also received the error before, but have not found a solution. I'm > certain there's something I'm overlooking. Did you read the various posts about RT and RH9 not getting along? (I know they don't with mod_perl, I forget if they do or don't for fastcgi) seph From garrett at gothik.org Mon Jan 5 20:40:27 2004 From: garrett at gothik.org (Garrett Scott) Date: Mon, 5 Jan 2004 17:40:27 -0800 Subject: [rt-users] Contrib/Statistics3? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD038A8C@mailservermn.mqsoftware.com> Message-ID: <35A83334B6930240B6C6058D5285607F4FCD7E@EXC-LAX-C002.sylmark.com> Fixed. Apparently the README install docs, changed over the course of rt3 development. =) Below is what I HAD (new version is in the readme). Amazing what rtfm will do: # # ServerName xxx.xxx.xxx.xxx # DocumentRoot /opt/rt3/share/html # AddDefaultCharset UTF-8 # # this line applies to Apache2+mod_perl2 only # PerlModule Apache2 Apache::compat # PerlModule Apache::DBI # PerlRequire /opt/rt3/bin/webmux.pl # # SetHandler perl-script # PerlHandler RT::Mason # # # SetHandler perl-script # PerlHandler RT::Mason # # # SetHandler perl-script # PerlHandler RT::Mason # # ---- Garrett Scott -----Original Message----- From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Monday, January 05, 2004 5:22 PM To: Garrett Scott; Tim Wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Contrib/Statistics3? First try pointing your browser directly to /Statistics/index.html I had to load it directly once, then it started working. You also might try restarting apache. -Kelly -----Original Message----- From: Garrett Scott [mailto:garrett at gothik.org] Sent: Mon 1/5/2004 7:12 PM To: Kelly F. Hickel; 'Tim Wilson'; rt-users at lists.bestpractical.com Cc: Subject: RE: [rt-users] Contrib/Statistics3? Statistics shows up on my blue bar as well (when unpacked into /opt/rt3/local/html/) however a 404 is generated when attempting to access it. Error logs show: [Mon Jan 05 17:20:38 2004] [error] [client xxx.xxx.xxx.xxx] File does not exist: /opt/rt3/share/html/Statistics, referer: xxxxxxxxxxxxxxxxx So rt3 is looking at the /local/ dir, but apache isn't. Is there a config line that needs to be added to httpd.conf? (or maybe a modperl include that isn't being read) Other then that - a happy rt3 user here. ---- Garrett Scott -----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: Monday, January 05, 2004 4:40 PM To: Tim Wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Contrib/Statistics3? Well, I'm on redhat 9, and I unpacked into /opt/rt3/local/html/Statistics, and I didn't have a problem with it not being found. Same with RTFM. They both should show up in the blue bar on the right of the RT pages. -Kelly > -----Original Message----- > From: Tim Wilson [mailto:tim_wilson at hopkins.k12.mn.us] > Sent: Monday, January 05, 2004 5:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Contrib/Statistics3? > > On 1/5/04 4:04 PM, "Kelly F. Hickel" wrote: > > > Is anyone using Statistics wirh RT 3 (specifically 3.0.0.8)? > > I haven't had any luck with Statistics yet. I'm running 3.0.6 here and I > thought I'd found the latest version of the Statistics package. I > installed > it according to the directions, but I get a 404 and "The requested URL > /Statistics/index.html was not found on this server." > > I didn't have much more luck with RTFM. Again, I followed the directions > exactly, but I don't see any RTFM link at all. I'm puzzled. BTW, I'm > running > this on Debian (testing) with Postgres. > > I'd love to hear any suggestions. > > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA > ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 > > _______________________________________________ > 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 kfh at mqsoftware.com Mon Jan 5 20:46:21 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 5 Jan 2004 19:46:21 -0600 Subject: [rt-users] Contrib/Statistics3? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD038A8F@mailservermn.mqsoftware.com> Good. So, now if you start looking at the statistics, do the displays make sense? My issue is that stat reports from today seem to end last week (last displayed date is "Fri 2"), but the numbers displayed are from today. Also, the graphics don't show up for me. -Kelly -----Original Message----- From: Garrett Scott [mailto:garrett at gothik.org] Sent: Mon 1/5/2004 7:40 PM To: rt-users at lists.bestpractical.com Cc: Subject: RE: [rt-users] Contrib/Statistics3? Fixed. Apparently the README install docs, changed over the course of rt3 development. =) Below is what I HAD (new version is in the readme). Amazing what rtfm will do: # # ServerName xxx.xxx.xxx.xxx # DocumentRoot /opt/rt3/share/html # AddDefaultCharset UTF-8 # # this line applies to Apache2+mod_perl2 only # PerlModule Apache2 Apache::compat # PerlModule Apache::DBI # PerlRequire /opt/rt3/bin/webmux.pl # # SetHandler perl-script # PerlHandler RT::Mason # # # SetHandler perl-script # PerlHandler RT::Mason # # # SetHandler perl-script # PerlHandler RT::Mason # # ---- Garrett Scott -----Original Message----- From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Monday, January 05, 2004 5:22 PM To: Garrett Scott; Tim Wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Contrib/Statistics3? First try pointing your browser directly to /Statistics/index.html I had to load it directly once, then it started working. You also might try restarting apache. -Kelly -----Original Message----- From: Garrett Scott [mailto:garrett at gothik.org] Sent: Mon 1/5/2004 7:12 PM To: Kelly F. Hickel; 'Tim Wilson'; rt-users at lists.bestpractical.com Cc: Subject: RE: [rt-users] Contrib/Statistics3? Statistics shows up on my blue bar as well (when unpacked into /opt/rt3/local/html/) however a 404 is generated when attempting to access it. Error logs show: [Mon Jan 05 17:20:38 2004] [error] [client xxx.xxx.xxx.xxx] File does not exist: /opt/rt3/share/html/Statistics, referer: xxxxxxxxxxxxxxxxx So rt3 is looking at the /local/ dir, but apache isn't. Is there a config line that needs to be added to httpd.conf? (or maybe a modperl include that isn't being read) Other then that - a happy rt3 user here. ---- Garrett Scott -----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: Monday, January 05, 2004 4:40 PM To: Tim Wilson; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Contrib/Statistics3? Well, I'm on redhat 9, and I unpacked into /opt/rt3/local/html/Statistics, and I didn't have a problem with it not being found. Same with RTFM. They both should show up in the blue bar on the right of the RT pages. -Kelly > -----Original Message----- > From: Tim Wilson [mailto:tim_wilson at hopkins.k12.mn.us] > Sent: Monday, January 05, 2004 5:30 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Contrib/Statistics3? > > On 1/5/04 4:04 PM, "Kelly F. Hickel" wrote: > > > Is anyone using Statistics wirh RT 3 (specifically 3.0.0.8)? > > I haven't had any luck with Statistics yet. I'm running 3.0.6 here and I > thought I'd found the latest version of the Statistics package. I > installed > it according to the directions, but I get a 404 and "The requested URL > /Statistics/index.html was not found on this server." > > I didn't have much more luck with RTFM. Again, I followed the directions > exactly, but I don't see any RTFM link at all. I'm puzzled. BTW, I'm > running > this on Debian (testing) with Postgres. > > I'd love to hear any suggestions. > > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA > ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 > > _______________________________________________ > 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 phurley at tacc.utexas.edu Tue Jan 6 00:09:29 2004 From: phurley at tacc.utexas.edu (Patrick Hurley) Date: Mon, 5 Jan 2004 23:09:29 -0600 Subject: [rt-users] RE: RH9 + Apache2 + FastCGI: Couldn't write to session directory. Message-ID: > Did you read the various posts about RT and RH9 not getting along? (I > know they don't with mod_perl, I forget if they do or don't for > fastcgi) I've read quite a few -- google'd, searched the archives, and have gone through the archives in detail (up to June 03 at this point). My impression is that people run into more problems using mod_perl under RH9, and those using fastcgi haven't encountered too much difficulty. I've picked up a good amount of info to theoretically properly configure apache with fastcgi, and have seen the same error message in the archives, but not a solution that seems to work for me. Since I wasn't the one to initially put RH on the system, I'm contemplating starting over and rebuilding apache, perl, etc. from the sources. Whether that will actually help or not, I don't know. ph. From phurley at tacc.utexas.edu Tue Jan 6 00:09:29 2004 From: phurley at tacc.utexas.edu (Patrick Hurley) Date: Mon, 5 Jan 2004 23:09:29 -0600 Subject: [rt-users] RE: RH9 + Apache2 + FastCGI: Couldn't write to session directory. Message-ID: > Did you read the various posts about RT and RH9 not getting along? (I > know they don't with mod_perl, I forget if they do or don't for > fastcgi) I've read quite a few -- google'd, searched the archives, and have gone through the archives in detail (up to June 03 at this point). My impression is that people run into more problems using mod_perl under RH9, and those using fastcgi haven't encountered too much difficulty. I've picked up a good amount of info to theoretically properly configure apache with fastcgi, and have seen the same error message in the archives, but not a solution that seems to work for me. Since I wasn't the one to initially put RH on the system, I'm contemplating starting over and rebuilding apache, perl, etc. from the sources. Whether that will actually help or not, I don't know. ph. -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 3898 bytes Desc: not available URL: From myqu at hotmail.com Tue Jan 6 02:21:21 2004 From: myqu at hotmail.com (Ada Hui) Date: Tue, 06 Jan 2004 07:21:21 +0000 Subject: [rt-users] How to work with Statistics3 Message-ID: Dear All, I've trying to make the Statistic 3 work for RT. I seems installed GD::Graph successfully after a lot of work (install every little thing to make GD work and then GD::Graph). However the graphs still doesn't show and i haven't got the link in the left panel. I wonder if i have miss anything (i unpacked it into /opt/rt3/share/html and installed GD::Graph)? Btw, is there any guide with Statistics3? coz i don't really know what i expect to see. Though i'm sure i haven't got what i should have. For example, in the RT Statistics: Calls per queue per day page, there is edv-b edv-hh edvintern columns, what does that mean? Can anyone tell me a bit more about this statistics package? I'm sorry if i asked any stupid question but i do tried to read the list achieve and can't find much clue. Thanks in advance for anyone's help! Best Rgds, Ada _________________________________________________________________ No masks required! Use MSN Messenger to chat with friends and family. http://go.msnserver.com/HK/25382.asp From myqu at hotmail.com Tue Jan 6 02:24:46 2004 From: myqu at hotmail.com (Ada Hui) Date: Tue, 06 Jan 2004 07:24:46 +0000 Subject: [rt-users] How to work with Statistics3 Message-ID: Dear All, I've trying to make the Statistic 3 work for RT. I seems installed GD::Graph successfully after a lot of work (install every little thing to make GD work and then GD::Graph). However the graphs still doesn't show and i haven't got the link in the left panel. I wonder if i have miss anything (i unpacked it into /opt/rt3/share/html and installed GD::Graph)? Btw, is there any guide with Statistics3? coz i don't really know what i expect to see. Though i'm sure i haven't got what i should have. For example, in the RT Statistics: Calls per queue per day page, there is edv-b edv-hh edvintern columns, what does that mean? Can anyone tell me a bit more about this statistics package? I'm sorry if i asked any stupid question but i do tried to read the list achieve and can't find much clue. Thanks in advance for anyone's help! Best Rgds, Ada _________________________________________________________________ Get 10Mb extra storage for MSN Hotmail. Subscribe Now! http://join.msn.com/?pgmarket=en-hk From rt at mas.ml1.net Tue Jan 6 07:42:04 2004 From: rt at mas.ml1.net (MAS) Date: Tue, 06 Jan 2004 12:42:04 +0000 Subject: RT Install Locations and symlinks (was Re: [rt-users] RE: RT 3.0.8) Message-ID: <11358123.1073392924@[192.168.0.235]> --On 05 January 2004 11:50 -0800 Blair Zajac wrote: >> From John Schubert >> When you recompile, is there a way to back out if things go wrong? > > I always install RT into a fresh directory, in this case, rt-3.0.8, and > then update > > 1) httpd.conf > 2) /etc/smrsh/rt-mailgate > 3) /etc/aliases > 4) etc/RT_SiteConfig.pm > > to point to the new version. I'm looking into doing this with a symlink, so my installation would look like this: $ ls -l drwxr-xr-x 9 root root 4096 Nov 5 14:06 rt-3.0.6 drwxr-xr-x 9 root root 4096 Nov 24 18:10 rt-3.0.7 drwxr-xr-x 9 root root 4096 Jan 5 11:11 rt-3.0.8 lrwxrwxrwx 1 root root 9 Jan 6 09:45 rt3 -> rt-3.0.8/ But I can't get it to work. When I point apache at the symlinked directory, I get a 404 error, but when I poing it at the real directory it works fine. I've got the FollowSymlinks option on for the appropriate directory, I think; in fact, I turned it on for everything with Options FollowSymlinks and that still doesn't work. Is there something obvious I'm missing, or is this not possible for some reason? thanks! mike From ben at atomicmatrix.net Tue Jan 6 08:07:50 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 6 Jan 2004 08:07:50 -0500 Subject: [rt-users] RT 3.0.6 -> 3.0.8 upgrade; schema question Message-ID: <001401c3d456$16e10ef0$254cb784@cinergi> After upgrading I noted some changes in etc/schema.mysql. I'm applying the changes but there's one question I have. In changing Groups.Instance from varchar(64) to integer, I have several rows which have an empty value. When converting to integer, they'll need to be something. 0? What value should they be? Thanks, -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From mixo at coza.net.za Tue Jan 6 08:29:55 2004 From: mixo at coza.net.za (mixo) Date: Tue, 06 Jan 2004 15:29:55 +0200 Subject: [rt-users] fastcgi on rh9 Message-ID: <3FFAB853.3030807@coza.net.za> I keep getting the error in my logs: ++++++++++++++++++++++ [Tue Jan 06 15:26:16 2004] [error] [client 206.223.136.225] FastCGI: invalid (dynamic) server "/opt/rt3-my-3/share/html/index.html": access for server (uid 48, gid 501) not allowed: execute not allowed ++++++++++++++++++++++ What have I missed in the apache configuration? From tim_wilson at hopkins.k12.mn.us Tue Jan 6 08:45:39 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Tue, 06 Jan 2004 07:45:39 -0600 Subject: [rt-users] Contrib/Statistics3? In-Reply-To: <35A83334B6930240B6C6058D5285607F4FCD7E@EXC-LAX-C002.sylmark.com> Message-ID: On 1/5/04 7:40 PM, "Garrett Scott" wrote: > Fixed. Apparently the README install docs, changed over the course of > rt3 development. =) > > Below is what I HAD (new version is in the readme). Amazing what rtfm > will do: I read the README and followed the directions for Debian users: Debian Users: Just put the contents of this archive into /usr/local/share/request-tracker3/html It doesn't work, however. My error log shows: [Tue Jan 6 07:36:14 2004] [error] [client 10.50.10.116] File does not exist: /usr/share/request-tracker3/html/Statistics/index.html which indicates that Apache isn't looking in /usr/local/share/request-tracker3 like I thought it was supposed to. Garrett, how did you fix this? -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From kfh at mqsoftware.com Tue Jan 6 09:17:55 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 6 Jan 2004 08:17:55 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C098@mailservermn.mqsoftware.com> I don't know that I can help too much, as my graphs don't work either, but you should have unpacked it into /opt/rt3/local/html. The link does show up in my left hand menu bar Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Ada Hui [mailto:myqu at hotmail.com] > Sent: Tuesday, January 06, 2004 1:21 AM > To: rt-users at lists.fsck.com > Subject: [rt-users] How to work with Statistics3 > > Dear All, > > I've trying to make the Statistic 3 work for RT. I seems installed > GD::Graph > successfully after a lot of work (install every little thing to make GD > work > and then GD::Graph). > > However the graphs still doesn't show and i haven't got the link in the > left > panel. I wonder if i have miss anything (i unpacked it into > /opt/rt3/share/html and installed GD::Graph)? Btw, is there any guide with > Statistics3? coz i don't really know what i expect to see. Though i'm sure > i > haven't got what i should have. > > For example, in the RT Statistics: Calls per queue per day page, there is > edv-b edv-hh edvintern columns, what does that mean? Can anyone tell me > a > bit more about this statistics package? I'm sorry if i asked any stupid > question but i do tried to read the list achieve and can't find much clue. > > Thanks in advance for anyone's help! > > Best Rgds, > Ada > > _________________________________________________________________ > No masks required! Use MSN Messenger to chat with friends and family. > http://go.msnserver.com/HK/25382.asp > > _______________________________________________ > rt-users mailing list > rt-users at lists.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 Tue Jan 6 09:21:26 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 6 Jan 2004 09:21:26 -0500 Subject: [rt-users] RE: RH9 + Apache2 + FastCGI: Couldn't write to session directory. In-Reply-To: References: Message-ID: <20040106142126.GA1232@SDF.LONESTAR.ORG> On Mon, Jan 05, 2004 at 11:09:29PM -0600, Patrick Hurley wrote: > My impression is that people run into more problems using mod_perl > under RH9, and those using fastcgi haven't encountered too much > difficulty. There are problems with specific Redhat builds of mod_perl. If you avoid those builds, you will avoid most of the problems. Either compile from the Fedora SRPM or grab an RPM from http://httpd.apache.org/~gozer/mp2/. I haven't run Fastcgi on RH9, but I'm not having problems with it under Fedora. 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 khera at kcilink.com Tue Jan 6 09:31:17 2004 From: khera at kcilink.com (Vivek Khera) Date: Tue, 6 Jan 2004 09:31:17 -0500 Subject: [rt-users] Configuring Pg?? In-Reply-To: <3FF9E604.4080205@dimstar.net> References: <3FF9E604.4080205@dimstar.net> Message-ID: On Jan 5, 2004, at 5:32 PM, Russ Johnson wrote: > I'm configuring RT on one machine, with Postgres on a different > machine. > That's how I run it. > The RT machine is Mandrake 9.1 (so I get perl 5.8). DB server is > Redhat 7.3 (Postgres 7.2). > You'll want to use a newer Postgres. 7.4.1 is out now and very stable. It offers a *significant* improvement in many aspects. At least use 7.3.5 if you're not ready for 7.4. > When I run the install for DBD::Pg, (cpan or rt-test-deps) it asks me > for "Path to pg_config?" > Do you have the Postgres libpq installed on the client machine? DBD::Pg uses it. Also note that DBD::Pg 1.31 (the current on CPAN) has a serious flaw that causes it to dump core. I'd stick with the prior release (1.22) for now. =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= 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 les at futuresource.com Tue Jan 6 09:31:12 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 06 Jan 2004 08:31:12 -0600 Subject: [rt-users] RE: RH9 + Apache2 + FastCGI: Couldn't write to session directory. In-Reply-To: <20040106142126.GA1232@SDF.LONESTAR.ORG> References: <20040106142126.GA1232@SDF.LONESTAR.ORG> Message-ID: <1073399472.21065.9.camel@les-home.futuresource.com> On Tue, 2004-01-06 at 08:21, Michael S. Liebman wrote: > There are problems with specific Redhat builds of mod_perl. If you > avoid those builds, you will avoid most of the problems. Either > compile from the Fedora SRPM or grab an RPM from > http://httpd.apache.org/~gozer/mp2/. > > I haven't run Fastcgi on RH9, but I'm not having problems with it under Fedora. Does this mean that an up2date fedora should work with either the stock mod_perl or fastcgi? --- Les Mikesell les at futuresource.com From Thorsten.Becker at saatchi.de Tue Jan 6 09:35:37 2004 From: Thorsten.Becker at saatchi.de (Thorsten Becker) Date: Tue, 06 Jan 2004 15:35:37 +0100 Subject: [rt-users] text/html e-mail Message-ID: hi all and happy new year, i have a small question. is it possible to view the body of html e-mails directly in the ticket-view (rt-version 3.0.8), without selecting the download link. changes in the rt_config.pm $TrustHTMLAttachments didnt have any effects. thx thorsten -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Tue Jan 6 09:41:19 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 06 Jan 2004 17:41:19 +0300 Subject: [rt-users] text/html e-mail In-Reply-To: References: Message-ID: <3FFAC90F.7000804@acronis.ru> Thorsten Becker wrote: > hi all and happy new year, > > i have a small question. > > is it possible to view the body of html e-mails directly in the > ticket-view (rt-version 3.0.8), without selecting the download link. No. > changes in the rt_config.pm $TrustHTMLAttachments didn?t have any effects. This option change behavior of download link. > thx > thorsten > There was patches and suggestions on list about such tricks with MTA or RT code. Best. Ruslan. From tjk at annapolislinux.org Tue Jan 6 10:10:15 2004 From: tjk at annapolislinux.org (Theodore Knab) Date: Tue, 6 Jan 2004 10:10:15 -0500 Subject: [rt-users] customize size of HTML dialog boxes Message-ID: <20040106151015.GA25040@annapolislinux.org> Is there a special way to modify the size of dialog boxes on RT ? Or do I just go and modify the HTML directly ? For example, I want to increase the size for the 'Describe the issue below:' window on the 'Ticket/Create.html' page. Current settings for the page are as follows: #source code of HTML I want to enlarge Describe the issue below:

#end of source code -- ------------------------------------------ Ted Knab Chester, MD 21619 ------------------------------------------ 35570707f6274702478656021626f6c6964796f6e602f66602478656 02e6164796f6e60237471647560216e6460276c6f62616c60257e696 4797e2a0 From jschubert at linearcorp.com Tue Jan 6 02:24:29 2004 From: jschubert at linearcorp.com (John Schubert) Date: 06 Jan 2004 07:24:29 +0000 Subject: [rt-users] customize size of HTML dialog boxes In-Reply-To: <20040106151015.GA25040@annapolislinux.org> References: <20040106151015.GA25040@annapolislinux.org> Message-ID: <1073373869.2396.37.camel@localhost.localdomain> On Tue, 2004-01-06 at 15:10, Theodore Knab wrote: > Is there a special way to modify the size of dialog boxes on RT ? > > Or do I just go and modify the HTML directly ? Modify the HTML directly. I would also suggest creating a copy of the original beforehand, just as a precaution (e.g. "cp Create.html Create.last.working.html") John From ben at atomicmatrix.net Tue Jan 6 10:27:02 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 6 Jan 2004 10:27:02 -0500 Subject: [rt-users] Newer SearchBuilders & sort order - FYI Message-ID: <000e01c3d469$88e8f950$254cb784@cinergi> I can't find my original messages (they may be on the list archives) regarding SearchBuilder versions > 0.88 where my front list of tickets would change order due to the addition of a DISTINCT in the SELECT clause. MySQL returns the list in a 'nonsensical' order when the order is set to 'priority' and all the ticket priorities are the same. I've gotten around this by changing the order statement in share/html/Elements/MyTickets from $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); to $MyTickets->OrderByCols({FIELD => 'Priority', ORDER => 'DESC'}, {FIELD => 'id', ORDER => 'ASC' }); Other Elements need touching up as needed, too. -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Tue Jan 6 10:56:56 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 6 Jan 2004 10:56:56 -0500 Subject: [rt-users] customize size of HTML dialog boxes In-Reply-To: <1073373869.2396.37.camel@localhost.localdomain> References: <20040106151015.GA25040@annapolislinux.org> <1073373869.2396.37.camel@localhost.localdomain> Message-ID: <20040106155656.GA8815@SDF.LONESTAR.ORG> On Tue, Jan 06, 2004 at 07:24:29AM +0000, John Schubert wrote: > On Tue, 2004-01-06 at 15:10, Theodore Knab wrote: > > Is there a special way to modify the size of dialog boxes on RT ? > > > > Or do I just go and modify the HTML directly ? > > Modify the HTML directly. I would also suggest creating a copy of the > original beforehand, just as a precaution (e.g. "cp Create.html > Create.last.working.html") Not exactly. You need to pass the appropriate argument to the Elements/MessageBox component from the Ticket/Create.html component. Even better than making a copy in the share directory is using Mason's local directory feature. Copy /path/to/rt3/share/html/Ticket/Create.html to /path/to/rt3/local/html/Ticket/Create.html and Mason will Do The Right Thing and use your locally modified version. The local copy shouldn't get blown away during an upgrade. 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 sean.perry at intransa.com Tue Jan 6 10:57:28 2004 From: sean.perry at intransa.com (Sean Perry) Date: Tue, 06 Jan 2004 07:57:28 -0800 Subject: [rt-users] customize size of HTML dialog boxes In-Reply-To: <1073373869.2396.37.camel@localhost.localdomain> References: <20040106151015.GA25040@annapolislinux.org> <1073373869.2396.37.camel@localhost.localdomain> Message-ID: <3FFADAE8.8000804@intransa.com> John Schubert wrote: > On Tue, 2004-01-06 at 15:10, Theodore Knab wrote: > >>Is there a special way to modify the size of dialog boxes on RT ? >> >>Or do I just go and modify the HTML directly ? > > > Modify the HTML directly. I would also suggest creating a copy of the > original beforehand, just as a precaution (e.g. "cp Create.html > Create.last.working.html") > It is even easier than that. Under $PREFIX/rt/local/html make a directory to mimic the standard one (in this case local/html/Ticket/) and copy Create.html there. You can now make local changes that will survive upgrades and you always have the original to fall back on. When you upgrade RT all you have to do is diff the local/* against the new files, merge in any changes, and move on. From garrett at gothik.org Tue Jan 6 12:39:29 2004 From: garrett at gothik.org (Garrett Scott) Date: Tue, 6 Jan 2004 09:39:29 -0800 Subject: [rt-users] Contrib/Statistics3? In-Reply-To: Message-ID: <35A83334B6930240B6C6058D5285607F4FCD7F@EXC-LAX-C002.sylmark.com> Tim, I followed the README section pretty much line for line as follows: ServerName xxx.xxx.xxx DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ---- Garrett Scott -----Original Message----- From: Tim Wilson [mailto:tim_wilson at hopkins.k12.mn.us] Sent: Tuesday, January 06, 2004 5:46 AM To: Garrett Scott; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Contrib/Statistics3? On 1/5/04 7:40 PM, "Garrett Scott" wrote: > Fixed. Apparently the README install docs, changed over the course of > rt3 development. =) > > Below is what I HAD (new version is in the readme). Amazing what rtfm > will do: I read the README and followed the directions for Debian users: Debian Users: Just put the contents of this archive into /usr/local/share/request-tracker3/html It doesn't work, however. My error log shows: [Tue Jan 6 07:36:14 2004] [error] [client 10.50.10.116] File does not exist: /usr/share/request-tracker3/html/Statistics/index.html which indicates that Apache isn't looking in /usr/local/share/request-tracker3 like I thought it was supposed to. Garrett, how did you fix this? -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From ben at atomicmatrix.net Tue Jan 6 12:57:07 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 6 Jan 2004 12:57:07 -0500 Subject: [rt-users] Searching merged tickets yields missing results Message-ID: <000a01c3d47e$80488530$254cb784@cinergi> For now, I've commented out the following code in lib/RT/Tickets_Overlay_SQL.pm # We only want to look at EffectiveId's (mostly) for these searches. unless (exists $self->{_sql_looking_at}{'effectiveid'}) { $self->SUPER::Limit( FIELD => 'EffectiveId', ENTRYAGGREGATOR => 'AND', OPERATOR => '=', QUOTEVALUE => 0, VALUE => 'main.id' ); #TODO, we shouldn't be hard #coding the tablename to main. } I realize two problems this will create, which I can live with for now (recalling tickets 1269 and 1270, 1269 contains 'testcandidate1' and 1270 contains 'testcandidate2' and 1270 was merged into 1269) 1) Searching for 'testcandidate2' will result in link to ticket 1270 instead of 1269 2) Search results will contain duplicate ticket numbers (well, they'll show as different numbers, but they point at the same effective ticket) if a match is found across multiple tickets that are now merged I'm not sure of the proper way to solve this problem. -=| Ben ----- Original Message ----- From: "Ben Goodwin" To: Sent: Thursday, January 01, 2004 8:46 PM Subject: Re: [rt-users] Searching merged tickets yields missing results > > Merged tickets should never show up in search results, only the tickets > > that they were merged into. does 1269 not have its id == its > > EffectiveId? > > The contents should cause a search match and result in the 'real' ticket > number being displayed, but it doesn't; 1269 should show up in the list of > tickets when I perform my search. 1269's EID is 1269, and 1270's is 1269. > > -=| Ben > From jesse at bestpractical.com Tue Jan 6 13:28:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jan 2004 13:28:05 -0500 Subject: [rt-users] RT 3.0.6 -> 3.0.8 upgrade; schema question In-Reply-To: <001401c3d456$16e10ef0$254cb784@cinergi> References: <001401c3d456$16e10ef0$254cb784@cinergi> Message-ID: <20040106182805.GP11393@fsck.com> On Tue, Jan 06, 2004 at 08:07:50AM -0500, Ben Goodwin wrote: > After upgrading I noted some changes in etc/schema.mysql. I'm applying the changes but there's one question I have. In changing Groups.Instance from varchar(64) to integer, I have several rows which have an empty value. When converting to integer, they'll need to be something. 0? What value should they be? 0. But it's not an important schema change within the 3.0.x series. At least not on mysql ;) > > Thanks, > > -=| Ben > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From russj at dimstar.net Tue Jan 6 13:49:02 2004 From: russj at dimstar.net (Russ Johnson) Date: Tue, 06 Jan 2004 10:49:02 -0800 Subject: [rt-users] Contrib/Statistics3? In-Reply-To: <35A83334B6930240B6C6058D5285607F4FCD7F@EXC-LAX-C002.sylmark.com> References: <35A83334B6930240B6C6058D5285607F4FCD7F@EXC-LAX-C002.sylmark.com> Message-ID: <3FFB031E.1010800@dimstar.net> Garrett Scott wrote: > > ServerName xxx.xxx.xxx > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > PerlSetVar MasonArgsMethod CGI > PerlModule Apache2 Apache::compat > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > I finally got mine working yesterday, after installing the -dev postgres package for Mandrake 9.1. However, apache throws an error on startup if I include the Apache::compat part of that one line. Here's the error: [root at deedee root]# /etc/init.d/httpd restart Re-creating /etc/httpd/extramodules Shutting down httpd-perl: [ OK ] Shutting down httpd2: [ OK ] Re-creating /etc/httpd/extramodules Starting httpd-perl: Syntax error on line 53 of /etc/httpd/conf/vhosts/Vhosts.conf: Subroutine exit redefined at /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/Apache2/Apache/compat.pm line 74. Compilation failed in require at (eval 12) line 3. [FAILED] Starting httpd2: [ OK ] [root at deedee root]# Here's the config section: ServerName host.domain.com DocumentRoot /local/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason If I do the following, apache starts with no errors, and I can log into rt3.0.8 just fine. ServerName rt3.tripwire.com DocumentRoot /local/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Russ Johnson From nkishfy at strategicpoint.com Tue Jan 6 14:05:31 2004 From: nkishfy at strategicpoint.com (Nick Kishfy) Date: Tue, 6 Jan 2004 14:05:31 -0500 Subject: [rt-users] common.pm error Message-ID: Any ideas? I'm been running RT for months without error but this one starting popping up today. System error error: Unsupported conversion: Invalid argument at /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm line 115. context: ... 111: } map { 112: Encode::Alias->find_alias($_) || 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 $result; ... code stack: /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:115 /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:91 /usr/lib/perl5/site_perl/5.6.1/Encode/compat/common.pm:83 /opt/rt3/lib/RT/Record.pm:430 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:590 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Record.pm:409 /opt/rt3/lib/RT/User_Overlay.pm:1112 /opt/rt3/lib/RT/User_Overlay.pm:431 /opt/rt3/lib/RT/CurrentUser.pm:285 /opt/rt3/share/html/autohandler:157 -------------- next part -------------- An HTML attachment was scrubbed... URL: From phurley at tacc.utexas.edu Tue Jan 6 16:09:38 2004 From: phurley at tacc.utexas.edu (Patrick Hurley) Date: Tue, 6 Jan 2004 15:09:38 -0600 Subject: [rt-users] RE: RH9 + Apache2 + FastCGI: Couldn't write to session directory. Message-ID: Does Apache need to be compiled with suexec support when using fastcgi? ph. From benjamin at oitsec.umn.edu Tue Jan 6 10:50:32 2004 From: benjamin at oitsec.umn.edu (Ben Allen) Date: Tue, 06 Jan 2004 09:50:32 -0600 Subject: [rt-users] CLI - rt: Malformed RT response Message-ID: <3FFAD948.3060003@oitsec.umn.edu> I'm seeing "Malformed RT response" errors when using the CLI FreeBSD 5.1-p10, RT-3.0.8, Apache 1.3.29+mod_ssl 2.8.16, MySQL 4.0.17 When running with RTDEBUG=3, as the warning requests, I see all of the content I expect for my queries, with 2 blank lines instead of one as stated in the script (snippet below). ===================================================================== v3.0.8 /usr/local/rt3/bin/rt line 730 # The content of the response we get from the RT server consists # of an HTTP-like status line followed by optional header lines, # a blank line, and arbitrary text. my ($head, $text) = split /\n\n/, $res->content, 2; my ($status, @headers) = split /\n/, $head; $text =~ s/\n*$/\n/; # "RT/3.0.1 401 Credentials required" if ($status !~ m#^RT/\d+(?:\.\d+)+(?:-?\w+)? (\d+) ([\w\s]+)$#) { warn "rt: Malformed RT response from $config{server}.\n"; warn "(Rerun with RTDEBUG=3 for details.)\n" if $config{debug} < 3; exit -1; } ===================================================================== When I add a junk collection variable to eat up the extra line, everything works fine (diff -u below). --- rt Mon Jan 5 15:22:26 2004 +++ rt-fixed Tue Jan 6 09:36:01 2004 @@ -732,7 +732,7 @@ # a blank line, and arbitrary text. my ($head, $text) = split /\n\n/, $res->content, 2; - my ($status, @headers) = split /\n/, $head; + my ($junk, $status, @headers) = split /\n/, $head; $text =~ s/\n*$/\n/; # "RT/3.0.1 401 Credentials required" Is my webserver misconfigured? Are others seeing this? Is this likely to break other things with the CLI? I'm connecting to the localhost over clear text to use the CLI. Thanks -- ====================================================================== Benjamin Allen benjamin at oitsec.umn.edu U of MN - OIT 612-625-7885 I try to take one day at a time, but sometimes several days attack me at once. -- Ashleigh Brilliant From jesse at bestpractical.com Tue Jan 6 16:30:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jan 2004 16:30:50 -0500 Subject: [rt-users] CLI - rt: Malformed RT response In-Reply-To: <3FFAD948.3060003@oitsec.umn.edu> References: <3FFAD948.3060003@oitsec.umn.edu> Message-ID: <20040106213050.GV11393@fsck.com> On Tue, Jan 06, 2004 at 09:50:32AM -0600, Ben Allen wrote: > I'm seeing "Malformed RT response" errors when using the CLI I bet you're running RTFM 2.0.0 or 2.0.1. 2.0.2 fixed a bug that caused this. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From benjamin at oitsec.umn.edu Tue Jan 6 14:43:55 2004 From: benjamin at oitsec.umn.edu (Ben Allen) Date: Tue, 06 Jan 2004 13:43:55 -0600 Subject: [rt-users] CLI - rt: Malformed RT response Message-ID: <3FFB0FFB.7060906@oitsec.umn.edu> I'm seeing "Malformed RT response" errors when using the CLI FreeBSD 5.1-p10, RT-3.0.8, Apache 1.3.29+mod_ssl 2.8.16, MySQL 4.0.17 When running with RTDEBUG=3, as the warning requests, I see all of the content I expect for my queries, with 2 blank lines instead of one as stated in the script (snippet below). ===================================================================== v3.0.8 /usr/local/rt3/bin/rt line 730 # The content of the response we get from the RT server consists # of an HTTP-like status line followed by optional header lines, # a blank line, and arbitrary text. my ($head, $text) = split /\n\n/, $res->content, 2; my ($status, @headers) = split /\n/, $head; $text =~ s/\n*$/\n/; # "RT/3.0.1 401 Credentials required" if ($status !~ m#^RT/\d+(?:\.\d+)+(?:-?\w+)? (\d+) ([\w\s]+)$#) { warn "rt: Malformed RT response from $config{server}.\n"; warn "(Rerun with RTDEBUG=3 for details.)\n" if $config{debug} < 3; exit -1; } ===================================================================== When I add a junk collection variable to eat up the extra line, everything works fine (diff -u below). --- rt Mon Jan 5 15:22:26 2004 +++ rt-fixed Tue Jan 6 09:36:01 2004 @@ -732,7 +732,7 @@ # a blank line, and arbitrary text. my ($head, $text) = split /\n\n/, $res->content, 2; - my ($status, @headers) = split /\n/, $head; + my ($junk, $status, @headers) = split /\n/, $head; $text =~ s/\n*$/\n/; # "RT/3.0.1 401 Credentials required" Is my webserver misconfigured? Are others seeing this? Is this likely to break other things with the CLI? I'm connecting to the localhost over clear text to use the CLI. Thanks -- ====================================================================== Benjamin Allen benjamin at oitsec.umn.edu U of MN - OIT 612-625-7885 I try to take one day at a time, but sometimes several days attack me at once. -- Ashleigh Brilliant From jficarra at crosscurrent.com Tue Jan 6 17:01:28 2004 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Tue, 6 Jan 2004 17:01:28 -0500 Subject: [rt-users] RT 3.0.7_1 Prompting for conversion of attachments Message-ID: When adding binary attachments (Word, Excel) through the Web interface, it requests a file conversion. I did some searching on the list archives, and it seemd to be an issue with RT 3.0.3, but it's happening with RT 3.0.7_1. Here is the profile of the RT install: Redhat 9.0 PERL 5.8.0 MySQL 4.0.17 RT 3.0.7_1 I found the following article, http://lists.fsck.com/pipermail/rt-users/2003-April/013248.html, which essentially said to change the order of inbound encodings and set the outbound email encoding to iso-8859-1 in RT_SiteConfig.pm as follows: From: @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii); Set($EmailOutputEncoding , 'utf-8'); To: @EmailInputEncodings = qw(iso-8859-1 utf-8 us-ascii); Set($EmailOutputEncoding , 'iso-8859-1'); This did seem to work. Old attachments don't work, of course, but newly attached ones do. UTF-8 caused me another problem earlier while I was installing the PERL modules....Make complained of a missing separator. The solution I found was to change the LANG shell variable from en_US.UTF-8 to en_US, at least temporarily. Questions: 1) Will the encoding change cause problems in other parts of the applications? 2) Any words of wisdom? 3) Why the heck does UTF-8 seem to cause so many problems? :) Thanks in advance. -Jim Ficarra From rkastl at varsitygold.com Tue Jan 6 17:03:31 2004 From: rkastl at varsitygold.com (Kastl, Rebecca E.) Date: Tue, 6 Jan 2004 15:03:31 -0700 Subject: [rt-users] Installation problem Message-ID: <2A108286EBCFA446B352A549A68B7AFC015A0075@vg-msx-03.corp.varsitygold.com> Everything appears to be unpacked and installed correctly. However, when I finally go to perform the "make --initialize-database" and am prompted for the dba password, I get nothing. This means that I type the password, hit enter, and get no response from the system. After a few minutes, I get the following error message: DBI connect('dbname=template1;host=vg-linux.corp.varistygold.com','postgres' ,...) failed: could not connect to server: Connection timed out at //opt/rt3/sbin/rt-setup-database line 80 Failed to connect to dbi:Pg:dbname=template1;host=vg-linux.corp.varistygold.com as postgres: could not connect to server: Connection timed out at //opt/rt3/sbin/rt-setup-database line 80, line 1. make: *** [initialize-database] Error 255 OS is RH Linux 9.0 The database in use is Postgres 7.3 Help would be appreciated as I've been struggling for acouple weeksnow with getting RT installed and working. -- Rebecca Kastl Network Administrator 480-926-1887 x157 Varsity Gold, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Tue Jan 6 18:32:58 2004 From: seph at directionless.org (seph) Date: Tue, 06 Jan 2004 18:32:58 -0500 Subject: [rt-users] Re: Installation problem In-Reply-To: <2A108286EBCFA446B352A549A68B7AFC015A0075@vg-msx-03.corp.varsitygold.com> (Rebecca E. Kastl's message of "Tue, 6 Jan 2004 15:03:31 -0700") References: <2A108286EBCFA446B352A549A68B7AFC015A0075@vg-msx-03.corp.varsitygold.com> Message-ID: > DBI > connect('dbname=template1;host=vg-linux.corp.varistygold.com','postgres' > ,...) failed: could not connect to server: Connection timed out at > //opt/rt3/sbin/rt-setup-database line 80 > Failed to connect to > dbi:Pg:dbname=template1;host=vg-linux.corp.varistygold.com as postgres: > could not connect to server: Connection timed out at > //opt/rt3/sbin/rt-setup-database line 80, line 1. > make: *** [initialize-database] Error 255 read the error. are you sure that vg-linux.corp.varistygold.com is the right host? it looks like a typo to me. seph From Travis_Niedens at redlands.edu Tue Jan 6 18:38:51 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Tue, 6 Jan 2004 15:38:51 -0800 Subject: [rt-users] Customizing Scrips / Templates Message-ID: <30D0F22BE0464E4F98580F12FD65D7A83436DB@exch.redlands.edu> I'm working on customizing scrips/templates and was wondering if anyone has a simple listing of operators for the scrips for making a custom one and also field listings for the templates. Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 From rkastl at varsitygold.com Tue Jan 6 18:50:54 2004 From: rkastl at varsitygold.com (Kastl, Rebecca E.) Date: Tue, 6 Jan 2004 16:50:54 -0700 Subject: [rt-users] RE: Installation problem Message-ID: <2A108286EBCFA446B352A549A68B7AFC015A00BD@vg-msx-03.corp.varsitygold.com> That is the correct hostname. There is both an "A" record and a "CNAME" record for "vg-linux" and "vg-linux-01" respectively. -- Rebecca Kastl Network Administrator 480-926-1887 x157 Varsity Gold, Inc. > -----Original Message----- > From: seph [mailto:seph at directionless.org] > Sent: Tuesday, January 06, 2004 4:33 PM > To: Kastl, Rebecca E. > Cc: rt-users at lists.bestpractical.com > Subject: Re: Installation problem > > > > DBI > > > connect('dbname=template1;host=vg-linux.corp.varistygold.com','postgre > > s' > > ,...) failed: could not connect to server: Connection timed out at > > //opt/rt3/sbin/rt-setup-database line 80 > > Failed to connect to > > dbi:Pg:dbname=template1;host=vg-linux.corp.varistygold.com > as postgres: > > could not connect to server: Connection timed out at > > //opt/rt3/sbin/rt-setup-database line 80, line 1. > > make: *** [initialize-database] Error 255 > > read the error. > > are you sure that vg-linux.corp.varistygold.com is the right > host? it looks like a typo to me. > > seph > From gregw-rt-users at greg.cex.ca Tue Jan 6 19:28:01 2004 From: gregw-rt-users at greg.cex.ca (Greg White) Date: Tue, 6 Jan 2004 16:28:01 -0800 Subject: [rt-users] RE: Installation problem In-Reply-To: <2A108286EBCFA446B352A549A68B7AFC015A00BD@vg-msx-03.corp.varsitygold.com>; from rkastl@varsitygold.com on Tue, Jan 06, 2004 at 04:50:54PM -0700 References: <2A108286EBCFA446B352A549A68B7AFC015A00BD@vg-msx-03.corp.varsitygold.com> Message-ID: <20040106162801.A45823@greg.cex.ca> On Tue Jan 01/06/04, 2004 at 04:50:54PM -0700, Kastl, Rebecca E. wrote: > That is the correct hostname. > > There is both an "A" record and a "CNAME" record for "vg-linux" and > "vg-linux-01" respectively. Original error: dbi:Pg:dbname=template1;host=vg-linux.corp.varistygold.com Either you've made a cut'n'paste error transcribing the error in your original message, or your mail headers are misleading us as to the nature of your internal DNS structure - I _highly_ doubt that your internal DNS structure contains: varistygold.com N.B. the transposition of characters. If your DNS structure _is_ put together this way, please accept my apologies and smack those who administer your DNS. :) -- Greg White From rjansen at vub.ac.be Tue Jan 6 19:34:43 2004 From: rjansen at vub.ac.be (Jansen Robert) Date: Wed, 7 Jan 2004 01:34:43 +0100 Subject: [rt-users] RT 3.0.8 and RTFM 2.0.2 issues Message-ID: Hi, Testing RT 3.0.8 and RFTM 2.0.2 I think I found 2 issues regarding RTFM. 1) a newly created custom field ( I was testing the new Wiki fields ) doesn't show up when trying to modify an existing article. 2) When trying to create a new article an error is thrown: System error error: Can't call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3. context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281 /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField:3 /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomFields:28 /usr/local/packages/rt3/share/html/RTFM/Article/Edit.html:39 /usr/local/packages/rt3/share/html/autohandler:189 raw error Can't call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3. Trace begun at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3.^J') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Can\'t call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3.^J') called at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3 HTML::Mason::Commands::__ANON__('CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1758364)', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x1758364)', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'EditCustomField', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomFields line 28 HTML::Mason::Commands::__ANON__('ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x174067c)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x174067c)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'Elements/EditCustomFields', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/packages/rt3/share/html/RTFM/Article/Edit.html line 39 HTML::Mason::Commands::__ANON__('Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'Class', 2) called at /usr/local/packages/rt3/share/html/autohandler line 189 HTML::Mason::Commands::__ANON__('Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 787 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x12794d4)', 'Apache=SCALAR(0x16f1234)') called at /usr/local/packages/rt3/bin/webmux.pl line 134 eval {...}('HTML::Mason::ApacheHandler=HASH(0x12794d4)', 'Apache=SCALAR(0x16f1234)') called at /usr/local/packages/rt3/bin/webmux.pl line 134 RT::Mason::handler('Apache=SCALAR(0x16f1234)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x16f1234)') called at /dev/null line 0 Or is it just me ? can anyone confirm this ? TIA Regards -- -------------------------- Brussels University Pleinlaan 2 Computer Center VUB/ULB (VUBnet) Ing. Robert Jansen B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be Tel: +32-2-650.36.94 Secr: +32-2-650.37.38 Fax: +32-2-650.37.40 -------------------------- _______________________________________________ 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 Wed Jan 7 00:43:46 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Wed, 7 Jan 2004 15:43:46 +1000 Subject: [rt-users] priority change as due date draws near Message-ID: <002c01c3d4e1$388f4770$8f90a8c0@citr.com.au> The RT manual description of priority states: By setting a final priority you can make a ticket's priority increase or decrease as its due date draws closer. I have not observed this behaviour. Is there something which needs to be done to make this happen, or is it not built in? Do I need to write my own sql script/cron job to make it happen? Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at mas.ml1.net Wed Jan 7 04:48:26 2004 From: rt at mas.ml1.net (MAS) Date: Wed, 07 Jan 2004 09:48:26 +0000 Subject: [rt-users] priority change as due date draws near In-Reply-To: <002c01c3d4e1$388f4770$8f90a8c0@citr.com.au> References: <002c01c3d4e1$388f4770$8f90a8c0@citr.com.au> Message-ID: <883776.1073468905@[192.168.0.235]> --On 07 January 2004 15:43 +1000 Mike Husband wrote: > The RT manual description of priority states: > By setting a final priority you can make a ticket's priority increase > or decrease > as its due date draws closer. > > I have not observed this behaviour. > Is there something which needs to be done to make this happen, or is it > not built in? > Do I need to write my own sql script/cron job to make it happen? This is answered in the mailing list archives -- I know, because I asked the question last month. It doesn't happen automatically; you need to set up a cron job using bin/rt-crontool. mike From Ian.Grant at cl.cam.ac.uk Wed Jan 7 07:06:30 2004 From: Ian.Grant at cl.cam.ac.uk (Ian Grant) Date: Wed, 7 Jan 2004 12:06:30 +0000 Subject: [rt-users] RE: Installation problem In-Reply-To: <20040106162801.A45823@greg.cex.ca> References: <2A108286EBCFA446B352A549A68B7AFC015A00BD@vg-msx-03.corp.varsitygold.com> <20040106162801.A45823@greg.cex.ca> Message-ID: <20040107120630.06139d7d.Ian.Grant@cl.cam.ac.uk> On Tue, 6 Jan 2004 16:28:01 -0800 Greg White wrote: > Either you've made a cut'n'paste error transcribing the error in your > original message, or your mail headers are misleading us as to the > nature of your internal DNS structure - I _highly_ doubt that your > internal DNS structure contains: > > varistygold.com The problem is partly concealed by someone (http://dp.information.com/ ?) sitting on the mis-spelled domain name, so the mis-typed address vg-linux.corp.varistygold.com does in fact resolve. From coopermj at muohio.edu Wed Jan 7 07:19:59 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Wed, 7 Jan 2004 07:19:59 -0500 Subject: [rt-users] CLI - rt: Malformed RT response In-Reply-To: <20040106213050.GV11393@fsck.com> References: <3FFAD948.3060003@oitsec.umn.edu> <20040106213050.GV11393@fsck.com> Message-ID: I was having the same problem that I think started after installing RTFM 2.0.2 (fresh install) onto RT 3.0.8 (upgrade from 3.0.7), and Ben's fix solved it for me. Thanks, Ben! Jesse, if you need more info, let me know. -Micah -------------------------------------------------------- Micah J. Cooper Manager, Computing Services School of Engineering & Applied Science Miami University, Oxford OH 45056 On Jan 6, 2004, at 4:30 PM, Jesse Vincent wrote: > > > > On Tue, Jan 06, 2004 at 09:50:32AM -0600, Ben Allen wrote: >> I'm seeing "Malformed RT response" errors when using the CLI > > I bet you're running RTFM 2.0.0 or 2.0.1. 2.0.2 fixed a bug that caused > this. > > -- > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3724 bytes Desc: not available URL: From mixo at coza.net.za Wed Jan 7 07:39:45 2004 From: mixo at coza.net.za (mixo) Date: Wed, 07 Jan 2004 14:39:45 +0200 Subject: [rt-users] Last hope ... Message-ID: <3FFBFE11.9070602@coza.net.za> My setup: rt 3.0.8 apache 2 mod_perl2 (custom) mysql 4 Attachments are corrupted at random, but now and then corruption occurs when RT fails to guess the content encoding of the text part of the email. At this point, I am not sure what to do as I have played around with "$EmailOutputEncoding", which sometimes solves the problem, but temporarily. At this point I am considering abandoning RT 3 completely. I am open to suggestions. From coopermj at muohio.edu Wed Jan 7 07:52:10 2004 From: coopermj at muohio.edu (Micah Cooper) Date: Wed, 7 Jan 2004 07:52:10 -0500 Subject: [rt-users] How to work with Statistics3 In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C098@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C098@mailservermn.mqsoftware.com> Message-ID: <4ECE2AD6-4110-11D8-B725-000A95C49134@muohio.edu> I installed to /opt/rt3/local/html and installed GD and GD::Graph w/o error, but also do not get the graphs. Is GD::Graph the only module needed and is there a way to easily test my GD::Graph installation? Thanks -Micah -------------------------------------------------------- Micah J. Cooper Manager, Computing Services School of Engineering & Applied Science Miami University, Oxford OH 45056 On Jan 6, 2004, at 9:17 AM, Kelly F. Hickel wrote: > I don't know that I can help too much, as my graphs don't work either, > but you should have unpacked it into /opt/rt3/local/html. The link > does > show up in my left hand menu bar > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > >> -----Original Message----- >> From: Ada Hui [mailto:myqu at hotmail.com] >> Sent: Tuesday, January 06, 2004 1:21 AM >> To: rt-users at lists.fsck.com >> Subject: [rt-users] How to work with Statistics3 >> >> Dear All, >> >> I've trying to make the Statistic 3 work for RT. I seems installed >> GD::Graph >> successfully after a lot of work (install every little thing to make > GD >> work >> and then GD::Graph). >> >> However the graphs still doesn't show and i haven't got the link in > the >> left >> panel. I wonder if i have miss anything (i unpacked it into >> /opt/rt3/share/html and installed GD::Graph)? Btw, is there any guide > with >> Statistics3? coz i don't really know what i expect to see. Though i'm > sure >> i >> haven't got what i should have. >> >> For example, in the RT Statistics: Calls per queue per day page, > there is >> edv-b edv-hh edvintern columns, what does that mean? Can anyone > tell me >> a >> bit more about this statistics package? I'm sorry if i asked any > stupid >> question but i do tried to read the list achieve and can't find much > clue. >> >> Thanks in advance for anyone's help! >> >> Best Rgds, >> Ada >> >> _________________________________________________________________ >> No masks required! Use MSN Messenger to chat with friends and family. >> http://go.msnserver.com/HK/25382.asp >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.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 fr at wificom.com Wed Jan 7 09:38:15 2004 From: fr at wificom.com (Fabian Ritzmann) Date: Wed, 7 Jan 2004 16:38:15 +0200 Subject: [rt-users] contrib: Bugzilla 2.14.2 -> RT 3.0.6 Message-ID: <20040107163815.38186925.fr@wificom.com> Hi, I recently wrote a script to transfer our bug reports from Bugzilla 2.14.2 to RT 3.0.6. It's quite basic and very sparsely documented. The script is not trying to automatically create users, queues, permissions, custom fields, or anything else except the ticket history, a status, the owner, requestor and attachments. The script uses the RT API where it can, but also goes directly into the DB and mucks around with records, i.e. you better back up the DB first and expect RT to blow up after you ran the whole thing. I assume the script works only against an RT instance with no tickets. You need to modify a couple of variables interspersed throughout the code, i.e. you better read all the comments in the source code first (it's not like there are many anyway) :-). Fabian P.S.: I'm wearing kneecap protectors now. :-) -------------- next part -------------- A non-text attachment was scrubbed... Name: bugz2rt.pl Type: application/octet-stream Size: 11810 bytes Desc: not available URL: From kfh at mqsoftware.com Wed Jan 7 09:38:49 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 7 Jan 2004 08:38:49 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0AF@mailservermn.mqsoftware.com> You can go to where you built GD::Graph (/root/.cpan/build/GDGraph-1.43 if you installed as root via CPAN), type "make samples" and then see if you can view the resulting .png files. That will tell you whether or not GD::Graph is working. I have to tell you that mine is working, although I can't see any graphs in the stats package. I've found a pretty serious bug in the Statistics package, I've fixed one of the reports, but need to go through the rest as well. RT::Date->SetToMidnight() sets the specified date object to midnight GMT, but the rest of the stats package assumes it's midnight local time. I haven't looked into the graph problem yet, but hope to yet this week. I'm also reorganizing the code, hopefully making it easier to read/modify...... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Micah Cooper [mailto:coopermj at muohio.edu] > Sent: Wednesday, January 07, 2004 6:52 AM > To: > Subject: Re: [rt-users] How to work with Statistics3 > > I installed to /opt/rt3/local/html and installed GD and GD::Graph w/o > error, but also do not get the graphs. Is GD::Graph the only module > needed and is there a way to easily test my GD::Graph installation? > > Thanks > -Micah > -------------------------------------------------------- > Micah J. Cooper > Manager, Computing Services > School of Engineering & Applied Science > Miami University, Oxford OH 45056 > On Jan 6, 2004, at 9:17 AM, Kelly F. Hickel wrote: > > > I don't know that I can help too much, as my graphs don't work either, > > but you should have unpacked it into /opt/rt3/local/html. The link > > does > > show up in my left hand menu bar > > > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > >> -----Original Message----- > >> From: Ada Hui [mailto:myqu at hotmail.com] > >> Sent: Tuesday, January 06, 2004 1:21 AM > >> To: rt-users at lists.fsck.com > >> Subject: [rt-users] How to work with Statistics3 > >> > >> Dear All, > >> > >> I've trying to make the Statistic 3 work for RT. I seems installed > >> GD::Graph > >> successfully after a lot of work (install every little thing to make > > GD > >> work > >> and then GD::Graph). > >> > >> However the graphs still doesn't show and i haven't got the link in > > the > >> left > >> panel. I wonder if i have miss anything (i unpacked it into > >> /opt/rt3/share/html and installed GD::Graph)? Btw, is there any guide > > with > >> Statistics3? coz i don't really know what i expect to see. Though i'm > > sure > >> i > >> haven't got what i should have. > >> > >> For example, in the RT Statistics: Calls per queue per day page, > > there is > >> edv-b edv-hh edvintern columns, what does that mean? Can anyone > > tell me > >> a > >> bit more about this statistics package? I'm sorry if i asked any > > stupid > >> question but i do tried to read the list achieve and can't find much > > clue. > >> > >> Thanks in advance for anyone's help! > >> > >> Best Rgds, > >> Ada > >> > >> _________________________________________________________________ > >> No masks required! Use MSN Messenger to chat with friends and family. > >> http://go.msnserver.com/HK/25382.asp > >> > >> _______________________________________________ > >> rt-users mailing list > >> rt-users at lists.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 Joseph_Micciche at Progressive.com Wed Jan 7 09:57:52 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 7 Jan 2004 09:57:52 -0500 Subject: [rt-users] Time in RT? Message-ID: Where does RT get its rt.log timestamp from? Our tickets are created on server time and are correct when viewed in the web UI. However, the /usr/local/rt3/var/log/rt.log timestamps for tickets are off by 5 hours. RT3.0.7_01 on Sun 5.8. Joe Micciche From benjamin at oitsec.umn.edu Wed Jan 7 10:38:55 2004 From: benjamin at oitsec.umn.edu (Ben Allen) Date: Wed, 07 Jan 2004 09:38:55 -0600 Subject: [rt-users] CLI - rt: Malformed RT response In-Reply-To: <20040106213050.GV11393@fsck.com> References: <3FFAD948.3060003@oitsec.umn.edu> <20040106213050.GV11393@fsck.com> Message-ID: <3FFC280F.3030503@oitsec.umn.edu> FYI... I upgraded to RTFM 2.0.2 The patched CLI version still works, and the unpatched still breaks... with the same error. I'll be upgrading RTIR as well soon. Ben Jesse Vincent wrote: > > > On Tue, Jan 06, 2004 at 09:50:32AM -0600, Ben Allen wrote: > >>I'm seeing "Malformed RT response" errors when using the CLI > > > I bet you're running RTFM 2.0.0 or 2.0.1. 2.0.2 fixed a bug that caused > this. > -- ====================================================================== Benjamin Allen benjamin at oitsec.umn.edu U of MN - OIT 612-625-7885 I try to take one day at a time, but sometimes several days attack me at once. -- Ashleigh Brilliant From mixo at coza.net.za Wed Jan 7 10:40:30 2004 From: mixo at coza.net.za (mixo) Date: Wed, 07 Jan 2004 17:40:30 +0200 Subject: [rt-users] issue with attachments In-Reply-To: <20040101224739.GE11393@fsck.com> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> <200312291142.36621.mick@onramp.ca> <200312291213.30424.mick@onramp.ca> <20031229173347.GO11393@fsck.com> <3FF28A7D.70909@coza.net.za> <20040101224739.GE11393@fsck.com> Message-ID: <3FFC286E.9040008@coza.net.za> Jesse Vincent wrote: >Can you try with 3.0.8rc1? And if that doesn't fix it, can you verify >that the problem is still there with mod_perl1 or at least the current >beta of mod_perl2 (you're 3 revs out of date) > I have just upgraded to rt 3.0.8 and the problem disappeared for a few hours, but it started again. From seph at directionless.org Wed Jan 7 10:49:05 2004 From: seph at directionless.org (seph) Date: Wed, 07 Jan 2004 10:49:05 -0500 Subject: [rt-users] Re: Time in RT? In-Reply-To: (Joseph Micciche's message of "Wed, 7 Jan 2004 09:57:52 -0500") References: Message-ID: > Our tickets are created on server time and are correct when viewed in the > web UI. However, the /usr/local/rt3/var/log/rt.log timestamps for tickets > are off by 5 hours. tickets are stored in UTC, but displayed in the local time zone. This behavior is correct. seph From sury.ondrej at globe.cz Wed Jan 7 10:57:39 2004 From: sury.ondrej at globe.cz (=?iso-8859-2?Q?Ond=F8ej_Sur=FD?=) Date: Wed, 07 Jan 2004 16:57:39 +0100 Subject: [rt-users] issue with attachments In-Reply-To: <3FFC286E.9040008@coza.net.za> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <1071871706.2618.16.camel@172-18-10-142.office.lillecorp.com> <200312291142.36621.mick@onramp.ca> <200312291213.30424.mick@onramp.ca> <20031229173347.GO11393@fsck.com> <3FF28A7D.70909@coza.net.za> <20040101224739.GE11393@fsck.com> <3FFC286E.9040008@coza.net.za> Message-ID: <1073491059.32575.4.camel@ondrej.sury.org> On Wed, 2004-01-07 at 16:40, mixo wrote: > Jesse Vincent wrote: > > >Can you try with 3.0.8rc1? And if that doesn't fix it, can you verify > >that the problem is still there with mod_perl1 or at least the current > >beta of mod_perl2 (you're 3 revs out of date) > > > I have just upgraded to rt 3.0.8 and the problem disappeared for a few > hours, but it > started again. I have same behaviour here. I am running 3.0.9pre1 and after new install it seems ok for a while, but then it again starts double encoding messages and corrupting attachments. I am running Debian unstable (because of perl 5.8.2), maybe it is some issue in mod_perl? O. -- Ond?ej Sur? - technick? ?editel SERVERY.CZ --------------------------------------------------- Globe Internet, s.r.o. - http://globe.cz Pl?ni?kova 1, 162 00 Praha 6 - http://mapa.globe.cz Tel.: +420 2 35365000 - info at servery.cz From panu at colorplaza.com Wed Jan 7 11:02:47 2004 From: panu at colorplaza.com (Panu) Date: Wed, 07 Jan 2004 17:02:47 +0100 Subject: [rt-users] RTFM 2.02: still not able to install it In-Reply-To: <20040107143901.1A29F11162@pallas.eruditorum.org> References: <20040107143901.1A29F11162@pallas.eruditorum.org> Message-ID: <3FFC2DA7.9040101@colorplaza.com> I try to install it but whatever I try to do I get the following error: ... Installing /opt/rt3/share/html/./RTFM/fr.po Installing /opt/rt3/share/html/./RTFM/zh_tw.po /usr/bin/perl /opt/rt3/sbin//rt-setup-database --action schema --datadir ./etc/ --dba root --prompt-for-dba-password Base class package "Locale::Maketext::Fuzzy" is empty. (Perhaps you need to 'use' the module which defines that package first.) at /opt/rt3/lib/RT/I18N.pm line 36 BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 36. Compilation failed in require at /opt/rt3/lib/RT.pm line 29. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 29. Compilation failed in require at /opt/rt3/sbin//rt-setup-database line 36. BEGIN failed--compilation aborted at /opt/rt3/sbin//rt-setup-database line 36. make: *** [initdb] Error 255 CPAN says: Fuzzy is installed and I have installed it by hand too. I have commented the line from I18N.pm which just gives another error a little later. I have managed to get the RTFM link to RT, but when it opens RTFM I can't do much (nothing that is). I'm not even sure if the problem is whit Fuzzy or something else. I'm also a complete ass with Perl so bear with me. Panu From rkastl at varsitygold.com Wed Jan 7 11:06:00 2004 From: rkastl at varsitygold.com (Kastl, Rebecca E.) Date: Wed, 7 Jan 2004 09:06:00 -0700 Subject: [rt-users] RE: Installation problem Message-ID: <2A108286EBCFA446B352A549A68B7AFC015A0121@vg-msx-03.corp.varsitygold.com> Thanks to everyone for your help. It appears that my typo was the source of my frustration--or at least part of my frustration. ;) Re-running 'make initialize-database' this morning after correcting everything (essentially re-'make'ing the package) has allowed me to progress a bit. -- Rebecca Kastl Network Administrator 480-926-1887 x157 Varsity Gold, Inc. > > -----Original Message----- > > From: seph [mailto:seph at directionless.org] > > Sent: Tuesday, January 06, 2004 4:33 PM > > To: Kastl, Rebecca E. > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: Installation problem > > > > > > > DBI > > > > > > connect('dbname=template1;host=vg-linux.corp.varistygold.com','postgre > > > s' > > > ,...) failed: could not connect to server: Connection > timed out at > > > //opt/rt3/sbin/rt-setup-database line 80 Failed to connect to > > > dbi:Pg:dbname=template1;host=vg-linux.corp.varistygold.com > > as postgres: > > > could not connect to server: Connection timed out at > > > //opt/rt3/sbin/rt-setup-database line 80, line 1. > > > make: *** [initialize-database] Error 255 > > > > read the error. > > > > are you sure that vg-linux.corp.varistygold.com is the right > > host? it looks like a typo to me. > > > > seph > > > _______________________________________________ > 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 as at sysformance.com Wed Jan 7 11:17:24 2004 From: as at sysformance.com (Aurel Schwarzentruber) Date: Wed, 7 Jan 2004 17:17:24 +0100 Subject: [rt-users] issue with attachments In-Reply-To: <1073491059.32575.4.camel@ondrej.sury.org> References: <1071869658.2618.1.camel@172-18-10-142.office.lillecorp.com> <3FFC286E.9040008@coza.net.za> <1073491059.32575.4.camel@ondrej.sury.org> Message-ID: <200401071717.24358.as@sysformance.com> On Wednesday 07 January 2004 16:57, Ond?ej Sur? wrote: > On Wed, 2004-01-07 at 16:40, mixo wrote: > > Jesse Vincent wrote: > > >Can you try with 3.0.8rc1? And if that doesn't fix it, can you verify > > >that the problem is still there with mod_perl1 or at least the current > > >beta of mod_perl2 (you're 3 revs out of date) > > > > I have just upgraded to rt 3.0.8 and the problem disappeared for a few > > hours, but it > > started again. > > I have same behaviour here. I am running 3.0.9pre1 and after new > install it seems ok for a while, but then it again starts double > encoding messages and corrupting attachments. Same here (double encoding), but with 3.0.8rc1. After I restart apache, the problem goes away for some hours. > I am running Debian unstable (because of perl 5.8.2), maybe it is some > issue in mod_perl? FreeBSD 4.8 RELEASE, Apache 1.3.27, mod_perl-1.27, Perl 5.8.0. One thing that is not compliant with the recommended setup is mod_perl which is compiled as a DSO, not statically. > O. cheers aurel From Timo.Virtaneva at netsol.fi Wed Jan 7 12:58:02 2004 From: Timo.Virtaneva at netsol.fi (Timo Virtaneva) Date: Wed, 7 Jan 2004 19:58:02 +0200 Subject: [rt-users] RT 3 and redhar/fedora Message-ID: <4ECE6FBBA7B4014AB7049C6076164619017933@varasto.netsol.fi> Hi Does anyone have complete installation instructions or quide lines for any of these redhat distributions for RT 3.0 ? Redhat 7.2, 7.3, 8 or 9 Fedora 1 I have tried to get RT 3.0 installed, but I have only got it partially working. All distributions after 7.2 has apache 2.X and 7.2 have wrong perl and so on. Thanks in advance Timo Virtaneva -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jan 7 13:18:00 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 13:18:00 -0500 Subject: [rt-users] Re: Solution to corrupt attachments problem with RT3 and perl In-Reply-To: <20040106062427.GG1768@pandora.x256.com> References: <20040106062427.GG1768@pandora.x256.com> Message-ID: <20040107181800.GG11393@fsck.com> Nicholas has tracked the intermittent bug that causes attachment corruption for some users to a bug in perl's "join" method. There is a potential fix that doesn't involve directly modifying perl's source code, but we don't have that available just yet. On Mon, Jan 05, 2004 at 10:24:27PM -0800, Nicholas Adrian Vinen wrote: > > Hello, > I am a consultant for a company which uses RT for their internal support. They asked me to fix a problem they were having where > attaching binary files to a ticket caused the file to become corrupt sometimes. They tracked it down to the case where the mod_perl > session which serves the request to add the attachment to the ticket has previously been used to perform some ticket-related operation. I > finally tracked down this problem to a bug in perl. Here is a detailed description of the problem: > > When you attach a file to a ticket using RT it saves the file you attach into a file into /tmp. It then adds a MIME::Body::File > record to the MIME::Entity which represents the ticket. Later, it calls make_singlepart() on the MIME::Entity, which converts the entity > into a string. During this process, it calls as_string() on the MIME::Body::File. This causes the file to be read in and printed into a > string using the IO::Scalar object. IO::Scalar's print() function calls the function join() on the data as it is read in, before that > data is appended onto the destination string. > > The problem occurs inside join(). join() recycles string objects into which it does the joining, which it later returns. It never > touches the UTF8 flag on these strings. So, on the initial run, it has no strings to recycle (or few), and when they are created they are > set to ASCII. So all the results of join() are ASCII, which is what MIME and RT wants, as ASCII is also what is used for processing > binary data. The problem is, on the second and subsequent executions of RT within the perl system, the recycled strings often have the > UTF8 flag set. So, join ('', $string), where $string is ASCII, will often return a UTF8 string. When this UTF8 string is later converted > into ASCII it is modified, and so the binary data is corrupted. > > The solution is to apply the following patch to perl (tested with perl 5.8.2), which sets the UTF8 flag on the returned string to > something sensible. > > diff -u perl-5.8.2/doop.c perl-5.8.2-patched/doop.c > --- perl-5.8.2/doop.c 2003-09-30 10:09:51.000000000 -0700 > +++ perl-5.8.2-patched/doop.c 2004-01-05 23:23:13.000000000 -0800 > @@ -647,6 +647,9 @@ > register STRLEN len; > STRLEN delimlen; > STRLEN tmplen; > + int utf8; > + > + utf8 = (SvUTF8(del)!=0); > > (void) SvPV(del, delimlen); /* stringify and get the delimlen */ > /* SvCUR assumes it's SvPOK() and woe betide you if it's not. */ > @@ -674,22 +677,37 @@ > SvTAINTED_off(sv); > > if (items-- > 0) { > - if (*mark) > + if (*mark) { > + utf8 += (SvUTF8(*mark)!=0); > sv_catsv(sv, *mark); > + } > mark++; > } > > if (delimlen) { > for (; items > 0; items--,mark++) { > sv_catsv(sv,del); > + utf8 += (SvUTF8(*mark)!=0); > sv_catsv(sv,*mark); > } > } > else { > - for (; items > 0; items--,mark++) > + for (; items > 0; items--,mark++) { > + utf8 += (SvUTF8(*mark)!=0); > sv_catsv(sv,*mark); > + } > } > SvSETMAGIC(sv); > + if( utf8 ) > + { > + if( utf8 != sp-oldmark+1 && ckWARN_d(WARN_UTF8) ) > + { > + Perl_warner(aTHX_ packWARN(WARN_UTF8), "Joining UTF8 and ASCII strings"); > + } > + SvUTF8_on(sv); > + } else { > + SvUTF8_off(sv); > + } > } > > void > > There may be other perl functions with similar problems; this is beyond the scope of my job, however I hope that the maintainers of > perl will be proactive in attempting to find and fix any similar problems, as the way they have added UTF8 support to perl doesn't make > it obvious when such bugs exist. I'd say that any built-in function that returns a string should be checked for (a) setting the UTF8 flag > at all and (b) whether the value it sets it to is sensible. Also I think warnings when mixed types of strings are passed into functions > are sensible as this can be dangerous, and as we don't know what character set the ASCII strings are in, the routines themselves can't > really handle this case properly if any extended characters are present. > > I hope this helps. > > Nicholas > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From damian at sentex.net Wed Jan 7 13:19:23 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 13:19:23 -0500 Subject: [rt-users] Dealing with ex-employees Message-ID: <20040107181923.GP7398@sentex.net> I'm pretty sure this has been broached a number of times on the list, but I couldn't find anything. Any pointers to previous threads would be appreciated. How are people dealing with ex-employees? We've tossed a number of ideas around about how to deal with their account, and all their previous tickets (customers have a tendancy to just reply to a long-since-resolved ticket instead of opening a new one), but we haven't fully come to a solution that everybody's happy with. The best idea thus far is to revoke *all* rights to RT (user may not be granted rights, user may not access), then set up a custom Scrip that will check to make sure the owner of the ticket being corresponded on may be granted rights. If not, autorespond with a, 'Please send a new message to blahblahblah at sentex.net for help.' But I'm not even sure if we can do this -- I haven't looked at custom Scrip actions yet. From Michael_Maloney at nyce.net Wed Jan 7 13:49:56 2004 From: Michael_Maloney at nyce.net (Maloney, Michael) Date: Wed, 7 Jan 2004 13:49:56 -0500 Subject: [rt-users] Reminders or "ticklers" for unresolved requests... Message-ID: Newbie here... After running RT for a few weeks now, I find that some of my techs are leaving tickets open. How can I get the system to send a "reminder" e-mail to one tech, or all of them (if it's a NEW, non-owned ticket). Thanks, Michael Maloney -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Wed Jan 7 14:00:12 2004 From: seph at directionless.org (seph) Date: Wed, 07 Jan 2004 14:00:12 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107181923.GP7398@sentex.net> (Damian Gerow's message of "Wed, 7 Jan 2004 13:19:23 -0500") References: <20040107181923.GP7398@sentex.net> Message-ID: > The best idea thus far is to revoke *all* rights to RT (user may not be > granted rights, user may not access), the privileged/non-privileged distinction might be useful here. Or groups may provide a useful abstraction barrier. > then set up a custom Scrip that will check to make sure the owner of > the ticket being corresponded on may be granted rights. If I were dealing with this, I'd either set closed tickets to being owned by nobody or change an ex-employee's tickets to nobody. And have followup to tickets owned by nobody going to the group, or the manager. seph From john at trdlnk.com Wed Jan 7 14:03:58 2004 From: john at trdlnk.com (John Giles) Date: Wed, 07 Jan 2004 13:03:58 -0600 Subject: [rt-users] How to work with Statistics3 In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C098@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C098@mailservermn.mqsoftware.com> Message-ID: Can anyone tell those having problems with Statistics3 not showing the charts what versions of these programs need to be installed to make it work GD GD::Graph libgd.so of course, please include any other programs needed I might have missed above. I am on RedHat 9 running RT 3.0.8 with mysql. I have gd-devel-1.8.4-11 installed but I believe the Statistics3 package needs a v2.+ John Giles john at trdlnk.com On Tue, 6 Jan 2004 08:17:55 -0600, Kelly F. Hickel wrote: > I don't know that I can help too much, as my graphs don't work either, > but you should have unpacked it into /opt/rt3/local/html. The link does > show up in my left hand menu bar > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > >> -----Original Message----- >> From: Ada Hui [mailto:myqu at hotmail.com] >> Sent: Tuesday, January 06, 2004 1:21 AM >> To: rt-users at lists.fsck.com >> Subject: [rt-users] How to work with Statistics3 >> >> Dear All, >> >> I've trying to make the Statistic 3 work for RT. I seems installed >> GD::Graph >> successfully after a lot of work (install every little thing to make > GD >> work >> and then GD::Graph). >> >> However the graphs still doesn't show and i haven't got the link in > the >> left >> panel. I wonder if i have miss anything (i unpacked it into >> /opt/rt3/share/html and installed GD::Graph)? Btw, is there any guide > with >> Statistics3? coz i don't really know what i expect to see. Though i'm > sure >> i >> haven't got what i should have. >> >> For example, in the RT Statistics: Calls per queue per day page, > there is >> edv-b edv-hh edvintern columns, what does that mean? Can anyone > tell me >> a >> bit more about this statistics package? I'm sorry if i asked any > stupid >> question but i do tried to read the list achieve and can't find much > clue. >> >> Thanks in advance for anyone's help! >> >> Best Rgds, >> Ada >> >> _________________________________________________________________ >> No masks required! Use MSN Messenger to chat with friends and family. >> http://go.msnserver.com/HK/25382.asp >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.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 damian at sentex.net Wed Jan 7 14:06:53 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 14:06:53 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: References: <20040107181923.GP7398@sentex.net> Message-ID: <20040107190653.GR7398@sentex.net> Thus spake seph (seph at directionless.org) [07/01/04 14:01]: > > The best idea thus far is to revoke *all* rights to RT (user may not be > > granted rights, user may not access), > > the privileged/non-privileged distinction might be useful here. Or > groups may provide a useful abstraction barrier. Yes, but if we leave the account with access to RT, they can continue to correspond via e-mail to older tickets that they owned. While this isn't likely, it's something we'd like to avoid. > > then set up a custom Scrip that will check to make sure the owner of > > the ticket being corresponded on may be granted rights. > > If I were dealing with this, I'd either set closed tickets to being > owned by nobody or change an ex-employee's tickets to nobody. And have > followup to tickets owned by nobody going to the group, or the > manager. That's what we're trying to figure out. Is setting to 'Nobody' enough? Should we make the delegators the owners? How badly will this screw up RT statistics (i.e. Bob leaves, Bob had two thousand resolved tickets, now Sally, a delegator, has an extra two thousand resolved tickets)? I definitely don't want to change the owner of Resolved tickets to Nobody, as there *are* valid reasons for opening a once-resolved ticket. From jesse at bestpractical.com Wed Jan 7 14:10:11 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 14:10:11 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107190653.GR7398@sentex.net> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> Message-ID: <20040107191011.GM11393@fsck.com> On Wed, Jan 07, 2004 at 02:06:53PM -0500, Damian Gerow wrote: > Thus spake seph (seph at directionless.org) [07/01/04 14:01]: > > > The best idea thus far is to revoke *all* rights to RT (user may not be > > > granted rights, user may not access), > > > > the privileged/non-privileged distinction might be useful here. Or > > groups may provide a useful abstraction barrier. > > Yes, but if we leave the account with access to RT, they can continue to > correspond via e-mail to older tickets that they owned. While this isn't > likely, it's something we'd like to avoid. Setting bob's email address to "" should take care of that issue. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dredd at megacity.org Wed Jan 7 14:19:04 2004 From: dredd at megacity.org (Derek J. Balling) Date: Wed, 7 Jan 2004 14:19:04 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107191011.GM11393@fsck.com> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> Message-ID: <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> On Jan 7, 2004, at 2:10 PM, Jesse Vincent wrote: > > > > On Wed, Jan 07, 2004 at 02:06:53PM -0500, Damian Gerow wrote: >> Thus spake seph (seph at directionless.org) [07/01/04 14:01]: >>>> The best idea thus far is to revoke *all* rights to RT (user may >>>> not be >>>> granted rights, user may not access), >>> >>> the privileged/non-privileged distinction might be useful here. Or >>> groups may provide a useful abstraction barrier. >> >> Yes, but if we leave the account with access to RT, they can continue >> to >> correspond via e-mail to older tickets that they owned. While this >> isn't >> likely, it's something we'd like to avoid. > > Setting bob's email address to "" should take care of that issue. ... and for the SECOND person that needs to happen for? To the best of my understanding, RT isn't very forgiving on having multiple users with the same e-mail address. I mentioned this once before, but this is a really serious design flaw, based on an unfounded assumption that an e-mail address will never be re-used by a different person, that person having potentially completely different responsibilities or levels of security. D -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2365 bytes Desc: not available URL: From john at portagebay.com Wed Jan 7 14:21:59 2004 From: john at portagebay.com (John Newhoff) Date: Wed, 7 Jan 2004 11:21:59 -0800 Subject: [rt-users] RT 3.08 - Can't call method "Quote" Message-ID: I installed RT 3.0.6 a couple of weeks ago (upgraded to 3.0.8 today) and managed to get it running to the point where I can log in via the web interface and create tickets. I've not created any new queues yet, just working with the default 'general' queue. Generally, the second time I try to display the tickets in the queue (by clicking the 'General' link under the quick search section, or other ways), I get the error message: Can't call method 'quote' on an undefined value at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 645 I found a post from someone with a similar error (Can't call method 'handle request') and it was suggested they verify that they don't have an old version of DBI.pm causing a problem, but as far as I can determine, I have the latest versions of of the Apache-DBI and Apache-Session packages installed, though I'm not sure which DBI.pm file I should be looking at, since I have two: usr/lib/perl5/site_perl/5.8.0/Apache/Sesssion/Store/DBI.pm version 1.01, installed from Apache-Session-1.54 from CPAN usr/lib/perl5/site_perl/5.8.0/Apache/DBI.pm, version 1.8 installed from CPAN module DBI 1.38 (I think) I've also verified (as suggested by FAQ) that my httpd.conf file does not have PerlFreshRestart On. Though it doesn't have PerlFreshRestart Off either. Can anyone point me in the right direction? Thanks, John -- --------------------------------------------------------------------------- Portage Bay Solutions, Inc. mailto:john at portagebay.com Database Programming and Training Services (206) 542-4656 http://www.portagebay.com From jesse at bestpractical.com Wed Jan 7 14:22:29 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 14:22:29 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> Message-ID: <20040107192229.GP11393@fsck.com> > >Setting bob's email address to "" should take care of that issue. > > ... and for the SECOND person that needs to happen for? > > To the best of my understanding, RT isn't very forgiving on having > multiple users with the same e-mail address. The empty email address is a special case and should work just fine for multiple users. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mike.ridilla at globalcomplianceservices.com Wed Jan 7 14:23:00 2004 From: mike.ridilla at globalcomplianceservices.com (Mike Ridilla) Date: Wed, 7 Jan 2004 14:23:00 -0500 Subject: [rt-users] Problem with Creating a Ticket Message-ID: <40303051A9CCD61195C300508BB3574F36F204@caizexg001.lan.ci-pinkerton.com> Hey everyone, I recently install RT using the following configuration: RT 3.03 Redhat Fedora FastCGI 2.4.2 Apache 1.3.29 MYSQL 4.0.17 After much trial and tribulation, I finally got RT up and running. My only problem is during the creation of a new ticket. After I click the 'Create' button on the 'Create a new ticket' screen, the browser hangs for a bit then I get the standard Apache Internal Server Error page. Apache's error logs show the following: [Wed Jan 7 14:16:49 2004] [error] [client 10.7.3.109] FastCGI: comm with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) [Wed Jan 7 14:16:49 2004] [error] [client 10.7.3.109] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3/bin/mason_handler.fcgi" But the really strange part is that the ticket itself does get created (I see that the ticket gets created from the home page)! I haven't encountered any other errors during my testing of the rest of RT. Has anyone ever seen this error or know what causes it? I searched the web and the RT archives with no luck. Thanks in advance! Mike Ridilla Network Admin - Global Compliance Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jan 7 14:24:29 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 14:24:29 -0500 Subject: [rt-users] Problem with Creating a Ticket In-Reply-To: <40303051A9CCD61195C300508BB3574F36F204@caizexg001.lan.ci-pinkerton.com> References: <40303051A9CCD61195C300508BB3574F36F204@caizexg001.lan.ci-pinkerton.com> Message-ID: <20040107192429.GQ11393@fsck.com> On Wed, Jan 07, 2004 at 02:23:00PM -0500, Mike Ridilla wrote: > Hey everyone, > > I recently install RT using the following configuration: > > RT 3.03 Can you verify that the problem still exists with a recent version of RT, like 3.0.8? -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Wed Jan 7 14:25:19 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 14:25:19 -0500 Subject: [rt-users] RT 3.08 - Can't call method "Quote" In-Reply-To: References: Message-ID: <20040107192519.GR11393@fsck.com> On Wed, Jan 07, 2004 at 11:21:59AM -0800, John Newhoff wrote: > I installed RT 3.0.6 a couple of weeks ago (upgraded to 3.0.8 today) > and managed to get it running to the point where I can log in via the > web interface and create tickets. I've not created any new queues > yet, just working with the default 'general' queue. > > Generally, the second time I try to display the tickets in the queue > (by clicking the 'General' link under the quick search section, or > other ways), I get the error message: > > Can't call method 'quote' on an undefined value at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 645 What version of DBIx::SearchBuilder are you using? Best, Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dredd at megacity.org Wed Jan 7 14:28:43 2004 From: dredd at megacity.org (Derek J. Balling) Date: Wed, 7 Jan 2004 14:28:43 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107192229.GP11393@fsck.com> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> <20040107192229.GP11393@fsck.com> Message-ID: On Jan 7, 2004, at 2:22 PM, Jesse Vincent wrote: > > >>> Setting bob's email address to "" should take care of that issue. >> >> ... and for the SECOND person that needs to happen for? >> >> To the best of my understanding, RT isn't very forgiving on having >> multiple users with the same e-mail address. > > The empty email address is a special case and should work just fine for > multiple users. Is that a recent change? D -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2365 bytes Desc: not available URL: From m-liebman at northwestern.edu Wed Jan 7 14:36:31 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 7 Jan 2004 14:36:31 -0500 Subject: [rt-users] How to work with Statistics3 In-Reply-To: References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C098@mailservermn.mqsoftware.com> Message-ID: <20040107193631.GA8712@SDF.LONESTAR.ORG> On Wed, Jan 07, 2004 at 01:03:58PM -0600, John Giles wrote: > > Can anyone tell those having problems with Statistics3 not showing the > charts > what versions of these programs need to be installed to make it work > GD > GD::Graph > libgd.so I'm running on Fedora and I had no problems once I had all the dependencies properly installed. I'm using stock base or released-updates RPMS unless otherwise noted. httpd-2.0.48-1.2 mod_fastcgi-2.4.2-1 gd-2.0.15-1 gd-devel-2.0.15-1 libbpng-1-2.2.-17 freetype-2.1.4-5 libjpeg-6b-29 zlib-1.2.0.7-2 GD 2.11 (manually installed from CPAN tarball GD::Graph 1.43 (via CPANPLUS) Hope that helps. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From m-liebman at northwestern.edu Wed Jan 7 14:41:26 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 7 Jan 2004 14:41:26 -0500 Subject: [rt-users] RT 3 and redhar/fedora In-Reply-To: <4ECE6FBBA7B4014AB7049C6076164619017933@varasto.netsol.fi> References: <4ECE6FBBA7B4014AB7049C6076164619017933@varasto.netsol.fi> Message-ID: <20040107194126.GB8712@SDF.LONESTAR.ORG> On Wed, Jan 07, 2004 at 07:58:02PM +0200, Timo Virtaneva wrote: > Fedora 1 I've had no problems with the stock Apache. I'm using Fastcgi built with the spec file from http://www.anchor.net.au/~jaq/rt/ but using an updated tarball. 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 damian at sentex.net Wed Jan 7 14:44:32 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 14:44:32 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107192229.GP11393@fsck.com> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> <20040107192229.GP11393@fsck.com> Message-ID: <20040107194432.GV7398@sentex.net> Thus spake Jesse Vincent (jesse at bestpractical.com) [07/01/04 14:24]: > The empty email address is a special case and should work just fine for > multiple users. What does this 'special case' do? Does the e-mail get rejected? Does all correspondance on the ticket go through the normal queue Scrips (i.e. messages sent to AdminCc:'s and Cc:'s), or just sit there in the empty ticket? From jesse at bestpractical.com Wed Jan 7 14:47:59 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 14:47:59 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107194432.GV7398@sentex.net> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> <20040107192229.GP11393@fsck.com> <20040107194432.GV7398@sentex.net> Message-ID: <20040107194759.GT11393@fsck.com> On Wed, Jan 07, 2004 at 02:44:32PM -0500, Damian Gerow wrote: > Thus spake Jesse Vincent (jesse at bestpractical.com) [07/01/04 14:24]: > > The empty email address is a special case and should work just fine for > > multiple users. > > What does this 'special case' do? Does the e-mail get rejected? Does all > correspondance on the ticket go through the normal queue Scrips (i.e. > messages sent to AdminCc:'s and Cc:'s), or just sit there in the empty > ticket? That RT user will no longer have an email address. If you've removed them as a privileged user, they'll won't be able to log in, send mail through RT or have RT send them mail. It doesn't solve the problem of local configuration not notifying anyone other than the owner of a ticket. > _______________________________________________ > 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 jficarra at crosscurrent.com Wed Jan 7 14:53:35 2004 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Wed, 7 Jan 2004 14:53:35 -0500 Subject: [rt-users] Re: Solution to corrupt attachments problem with Message-ID: Forgive my ignorance if this is obvious, but does this apply to the following? RT 3.0.07 PERL 5.8.0 Redhat 9 Apache 1.3.29 (compiled) mod_perl 1.29 (compiled statically into Apache) I had posted a message about being prompted to convert attachments..they looked corrupted. I changed: **************************************************************************** ******** From: @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii); Set($EmailOutputEncoding , 'utf-8'); To: @EmailInputEncodings = qw(iso-8859-1 utf-8 us-ascii); Set($EmailOutputEncoding , 'iso-8859-1'); **************************************************************************** ******** It semed to work, but I imagine because I'm forcing it to use iso-8859-1 for encoding instead of UTF-8. Can/should I apply the patch to PERL 5.8.0? Thanks in advance for your help. -JIm Ficarra >Date: Wed, 7 Jan 2004 13:18:00 -0500 >From: Jesse Vincent >Subject: [rt-users] Re: Solution to corrupt attachments problem with > RT3 and perl >To: rt-devel at lists.bestpractical.com, rt-users at lists.bestpractical.com >Message-ID: <20040107181800.GG11393 at fsck.com> >Content-Type: text/plain; charset=us-ascii > >Nicholas has tracked the intermittent bug that causes attachment >corruption for some users to a bug in perl's "join" method. There is a >potential fix that doesn't involve directly modifying perl's source code, >vbut we don't have that available just yet. > > The solution is to apply the following patch to perl (tested with perl 5.8.2), which sets the UTF8 flag on the returned string to > something sensible. > -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 2436 bytes Desc: not available URL: From damian at sentex.net Wed Jan 7 14:54:12 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 14:54:12 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107194759.GT11393@fsck.com> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> <20040107192229.GP11393@fsck.com> <20040107194432.GV7398@sentex.net> <20040107194759.GT11393@fsck.com> Message-ID: <20040107195412.GX7398@sentex.net> Thus spake Jesse Vincent (jesse at bestpractical.com) [07/01/04 14:48]: > > What does this 'special case' do? Does the e-mail get rejected? Does all > > correspondance on the ticket go through the normal queue Scrips (i.e. > > messages sent to AdminCc:'s and Cc:'s), or just sit there in the empty > > ticket? > > That RT user will no longer have an email address. If you've removed > them as a privileged user, they'll won't be able to log in, send mail > through RT or have RT send them mail. It doesn't solve the problem of > local configuration not notifying anyone other than the owner of a > ticket. That's the problem we're trying to solve -- what happens with all their old tickets? We don't want the notifications going to them (the blanked e-mail address works for that, and also avoids some problems with just fully disabling access to RT for that user), but re-assigning tickets is something we'd like to avoid. It and the custom Scrip action are the best options so far, just wondering if there's anything else we can do. From jesse at bestpractical.com Wed Jan 7 14:56:13 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 14:56:13 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107195412.GX7398@sentex.net> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> <20040107192229.GP11393@fsck.com> <20040107194432.GV7398@sentex.net> <20040107194759.GT11393@fsck.com> <20040107195412.GX7398@sentex.net> Message-ID: <20040107195613.GV11393@fsck.com> > That's the problem we're trying to solve -- what happens with all their old > tickets? We don't want the notifications going to them (the blanked e-mail > address works for that, and also avoids some problems with just fully > disabling access to RT for that user), but re-assigning tickets is something > we'd like to avoid. It and the custom Scrip action are the best options so > far, just wondering if there's anything else we can do. I think a custom scrip-action to Notify the owner if they're a privileged user with an email address, otherwise flip the owner to nobody and notify all adminccs is the "Right" answer. > _______________________________________________ > 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 Michael.Frazer at InterCept.Net Wed Jan 7 14:59:25 2004 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Wed, 7 Jan 2004 14:59:25 -0500 Subject: [rt-users] Re: Dealing with ex-employees Message-ID: Whip up a quick script to change all tickets owned by this particular user to another owner, possibly an admin? -----Original Message----- From: Damian Gerow [mailto:damian at sentex.net] Sent: Wednesday, January 07, 2004 2:54 PM To: Jesse Vincent Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: Dealing with ex-employees Thus spake Jesse Vincent (jesse at bestpractical.com) [07/01/04 14:48]: > > What does this 'special case' do? Does the e-mail get rejected? Does all > > correspondance on the ticket go through the normal queue Scrips (i.e. > > messages sent to AdminCc:'s and Cc:'s), or just sit there in the empty > > ticket? > > That RT user will no longer have an email address. If you've removed > them as a privileged user, they'll won't be able to log in, send mail > through RT or have RT send them mail. It doesn't solve the problem of > local configuration not notifying anyone other than the owner of a > ticket. That's the problem we're trying to solve -- what happens with all their old tickets? We don't want the notifications going to them (the blanked e-mail address works for that, and also avoids some problems with just fully disabling access to RT for that user), but re-assigning tickets is something we'd like to avoid. It and the custom Scrip action are the best options so far, just wondering if there's anything else we can do. _______________________________________________ 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.rowan at starcore-dsp.com Wed Jan 7 15:00:57 2004 From: jim.rowan at starcore-dsp.com (jim.rowan at starcore-dsp.com) Date: Wed, 07 Jan 2004 14:00:57 -0600 (CST) Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107195412.GX7398@sentex.net> References: <20040107194432.GV7398@sentex.net> <20040107194759.GT11393@fsck.com> <20040107195412.GX7398@sentex.net> Message-ID: <20040107.140057.127692325.jmr@starcore-dsp.com> When someone leaves, you could set their address to "", and also do an appropriate blanket "add admincc" on all their tickets. That way someone will get notified and you still show the ticket owned by them. From damian at sentex.net Wed Jan 7 15:04:36 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 15:04:36 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: References: Message-ID: <20040107200436.GY7398@sentex.net> Thus spake Mike Frazer (Michael.Frazer at InterCept.Net) [07/01/04 15:00]: > Whip up a quick script to change all tickets owned by this particular user > to another owner, possibly an admin? That screws up statistics, and I'd rather not. From rmillisl at gdcanada.com Wed Jan 7 15:04:53 2004 From: rmillisl at gdcanada.com (Randy Millis) Date: Wed, 7 Jan 2004 13:04:53 -0700 Subject: [rt-users] RT 3.x Return receipt on certain correspondence events? Message-ID: <027101c3d559$837b08f0$67fc1eac@gdcan.com> I saw this on the list before, but can't seem to locate it in the archives now: Can someone remind me how in RT 3.x I set up a return receipt on certain correspondence events? From khera at kcilink.com Wed Jan 7 15:08:56 2004 From: khera at kcilink.com (Vivek Khera) Date: Wed, 7 Jan 2004 15:08:56 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107195613.GV11393@fsck.com> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> <20040107192229.GP11393@fsck.com> <20040107194432.GV7398@sentex.net> <20040107194759.GT11393@fsck.com> <20040107195412.GX7398@sentex.net> <20040107195613.GV11393@fsck.com> Message-ID: <52CBE242-414D-11D8-B0EF-000A9578CFCC@kcilink.com> On Jan 7, 2004, at 2:56 PM, Jesse Vincent wrote: > I think a custom scrip-action to Notify the owner if they're a > privileged user with an email address, otherwise flip the owner to > nobody and notify all adminccs is the "Right" answer. Seems to me that this might be the correct default behavior for a notify owner scrip... at least it doesn't violate POLA. Vivek Khera, Ph.D. +1-301-869-4449 x806 From rogerk at queernet.org Wed Jan 7 15:09:02 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Wed, 7 Jan 2004 12:09:02 -0800 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107.140057.127692325.jmr@starcore-dsp.com> Message-ID: <7CEFA9CA4D5BE74586551915EC9C9C338057AD@consera1.corpnet.consera.com> > When someone leaves, you could set their address to "", and also do an > appropriate blanket "add admincc" on all their tickets. That way > someone will get notified and you still show the ticket owned by them. I don't get it -- wouldn't you requeue all tickets to whoever takes on their responsibilities? Given that old tickets can be reopened by mail, that seems the only foolproof way to assure they get handled. From jesse at bestpractical.com Wed Jan 7 15:13:11 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 15:13:11 -0500 Subject: Possible fix for UTF8 Corruption (Was Re: [rt-users] Last hope ...) In-Reply-To: <3FFBFE11.9070602@coza.net.za> References: <3FFBFE11.9070602@coza.net.za> Message-ID: <20040107201311.GW11393@fsck.com> Based on the patch to perl I forwarded along earlier today, I've created an altered version of IO-Stringy (which includes IO::Scalar). Because I can't easily reproduce this problem, I'd like those of you who experience it to install this package, stop apache, start it again and tell me whether it resolves the issue. You can download it from: http://download.bestpractical.com/pub/rt/devel/IO-stringy-Hacked-For-UTF8-2.109-BestPractical-Hack-20040107.tar.gz On Wed, Jan 07, 2004 at 02:39:45PM +0200, mixo wrote: > > Attachments are corrupted at random, but now and then corruption occurs > when RT > fails to guess the content encoding of the text part of the email. At > this point, I am not sure > what to do as I have played around with "$EmailOutputEncoding", which > sometimes solves > the problem, but temporarily. At this point I am considering abandoning > RT 3 completely. > I am open to suggestions. > > > _______________________________________________ > 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 damian at sentex.net Wed Jan 7 15:14:19 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 15:14:19 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107195613.GV11393@fsck.com> References: <20040107181923.GP7398@sentex.net> <20040107190653.GR7398@sentex.net> <20040107191011.GM11393@fsck.com> <5B609C28-4146-11D8-96C1-000A27AF5202@megacity.org> <20040107192229.GP11393@fsck.com> <20040107194432.GV7398@sentex.net> <20040107194759.GT11393@fsck.com> <20040107195412.GX7398@sentex.net> <20040107195613.GV11393@fsck.com> Message-ID: <20040107201419.GZ7398@sentex.net> Thus spake Jesse Vincent (jesse at bestpractical.com) [07/01/04 14:58]: > > That's the problem we're trying to solve -- what happens with all their old > > tickets? We don't want the notifications going to them (the blanked e-mail > > address works for that, and also avoids some problems with just fully > > disabling access to RT for that user), but re-assigning tickets is something > > we'd like to avoid. It and the custom Scrip action are the best options so > > far, just wondering if there's anything else we can do. > > I think a custom scrip-action to Notify the owner if they're a > privileged user with an email address, otherwise flip the owner to > nobody and notify all adminccs is the "Right" answer. Okay, those were the two we were thinking of. We'll figure out what to do internally now. Thanks for the tip on the blank e-mail address! From mike.ridilla at globalcomplianceservices.com Wed Jan 7 15:17:28 2004 From: mike.ridilla at globalcomplianceservices.com (Mike Ridilla) Date: Wed, 7 Jan 2004 15:17:28 -0500 Subject: [rt-users] Problem with Creating a Ticket Message-ID: <40303051A9CCD61195C300508BB3574F36F205@caizexg001.lan.ci-pinkerton.com> -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, January 07, 2004 2:24 PM To: Mike Ridilla Cc: 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Problem with Creating a Ticket On Wed, Jan 07, 2004 at 02:23:00PM -0500, Mike Ridilla wrote: > Hey everyone, > > I recently install RT using the following configuration: > > RT 3.03 >>Can you verify that the problem still exists with a recent version of >>RT, like 3.0.8? I just upgraded to 3.0.8 and I'm still having the same problems....any thoughts/hints? Thanks! Mike Ridilla -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Michael.Frazer at InterCept.Net Wed Jan 7 15:19:31 2004 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Wed, 7 Jan 2004 15:19:31 -0500 Subject: [rt-users] Re: Dealing with ex-employees Message-ID: Well then, how about setting up a mail alias to point to someone else's address, use that alias for the departed user's address, and then you will receive notification. Will that do any damage to statistics? -----Original Message----- From: Damian Gerow [mailto:damian at sentex.net] Sent: Wednesday, January 07, 2004 3:05 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: Dealing with ex-employees Thus spake Mike Frazer (Michael.Frazer at InterCept.Net) [07/01/04 15:00]: > Whip up a quick script to change all tickets owned by this particular user > to another owner, possibly an admin? That screws up statistics, and I'd rather not. _______________________________________________ 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 damian at sentex.net Wed Jan 7 15:22:10 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 15:22:10 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <7CEFA9CA4D5BE74586551915EC9C9C338057AD@consera1.corpnet.consera.com> References: <20040107.140057.127692325.jmr@starcore-dsp.com> <7CEFA9CA4D5BE74586551915EC9C9C338057AD@consera1.corpnet.consera.com> Message-ID: <20040107202210.GA7398@sentex.net> Thus spake Roger B.A. Klorese (rogerk at queernet.org) [07/01/04 15:09]: > I don't get it -- wouldn't you requeue all tickets to whoever takes on their > responsibilities? Given that old tickets can be reopened by mail, that > seems the only foolproof way to assure they get handled. What if no one specific person takes on their responsibilities? We have a team of about ten CSR's here who answer the phone (we're a small ISP) -- when a CSR leaves, we don't hire another one on to fill his shoes, they're just another member of the team. All of them/us work together to resolve all the tickets and answer all the calls, no one person is delegated a specific subset of customers. I *think* what we'll wind up doing is a custom Scrip action. The reason is... Bob works here. Bob, over the course of his employment, takes and resolves two thousand tickets. Bob leaves. If we re-assign all of Bob's tickets, that works. But then for *every* employee who leaves (remember, CSR's have an average turnaround of 6-8 months), we have to: - change their e-mail address - remove all rights - possibly change their password - search for and re-assign all their tickets However, if we set up a custom Scrip action that makes sure the owner of the ticket being corresponded on is allowed to be granted rights, then we don't need to re-assign anything, and we can look back and say, 'Hey, Bob resolved 2000 tickets in two years, Sally resolved 1000 tickets in six months, and Steve resolved sixty tickets in one month.' Not sure *what* we'd do with this information, but it'd still be there. :) (No, those numbers aren't even close to accurate.) So with the custom Scrip action, we just have to: - change their e-mail address - remove all rights - possibly change their password That saves a little bit o' time, and is one less thing to forget. From rogerk at queernet.org Wed Jan 7 15:31:58 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Wed, 7 Jan 2004 12:31:58 -0800 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107202210.GA7398@sentex.net> Message-ID: <7CEFA9CA4D5BE74586551915EC9C9C338057B0@consera1.corpnet.consera.com> > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Damian Gerow > Sent: Wednesday, January 07, 2004 12:22 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Re: Dealing with ex-employees > > > What if no one specific person takes on their > responsibilities? We have a > team of about ten CSR's here who answer the phone (we're a > small ISP) -- > when a CSR leaves, we don't hire another one on to fill his > shoes, they're > just another member of the team. All of them/us work > together to resolve > all the tickets and answer all the calls, no one person is delegated a > specific subset of customers. Then the team does, and you have an alias that the whole team's on. When a ticket reawakens, everyone's notified, and somebody steals it. From jesse at bestpractical.com Wed Jan 7 15:52:22 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jan 2004 15:52:22 -0500 Subject: [rt-users] Problem with Creating a Ticket In-Reply-To: <40303051A9CCD61195C300508BB3574F36F205@caizexg001.lan.ci-pinkerton.com> References: <40303051A9CCD61195C300508BB3574F36F205@caizexg001.lan.ci-pinkerton.com> Message-ID: <20040107205222.GA11393@fsck.com> On Wed, Jan 07, 2004 at 03:17:28PM -0500, Mike Ridilla wrote: > > > > I recently install RT using the following configuration: > > > > RT 3.03 > > >>Can you verify that the problem still exists with a recent version of > >>RT, like 3.0.8? > > I just upgraded to 3.0.8 and I'm still having the same problems....any > thoughts/hints? Have a look at your error logs, as a first pass. > Thanks! > Mike Ridilla > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From damian at sentex.net Wed Jan 7 16:25:28 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 16:25:28 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: References: <20040107202210.GA7398@sentex.net> Message-ID: <20040107212528.GD7398@sentex.net> Thus spake Roger B.A. Klorese (rogerk at queernet.org) [07/01/04 15:31]: > Then the team does, and you have an alias that the whole team's on. When a > ticket reawakens, everyone's notified, and somebody steals it. The team is comprised of individuals. The individuals deal with the individual tickets, not the team. The team works /together/ to resolve all the tickets. When Marsha is hired because Matthew left, we don't want to give Marsha all of Steve's tickets -- there might be a valid reason for keeping Steve as the owner. From rogerk at queernet.org Wed Jan 7 16:30:32 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Wed, 7 Jan 2004 13:30:32 -0800 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107212528.GD7398@sentex.net> Message-ID: <7CEFA9CA4D5BE74586551915EC9C9C338057B4@consera1.corpnet.consera.com> > The team is comprised of individuals. The individuals deal with the > individual tickets, not the team. The team works /together/ > to resolve all > the tickets. Yes... > When Marsha is hired because Matthew left, we don't want to > give Marsha all > of Steve's tickets -- there might be a valid reason for > keeping Steve as the > owner. Why would you want to keep Matthew as the owner?! Wouldn't you want to make the *team* the collective owner, until someone actually has to work on it? And make the person actually working on it the owner? From john at portagebay.com Wed Jan 7 16:56:39 2004 From: john at portagebay.com (John Newhoff) Date: Wed, 7 Jan 2004 13:56:39 -0800 Subject: [rt-users] RT 3.08 - Can't call method "Quote" In-Reply-To: <20040107192519.GR11393@fsck.com> References: <20040107192519.GR11393@fsck.com> Message-ID: Version .93 I just upgraded to .96 and that seems to have got me past this problem. Thanks a million! John >On Wed, Jan 07, 2004 at 11:21:59AM -0800, John Newhoff wrote: >> I installed RT 3.0.6 a couple of weeks ago (upgraded to 3.0.8 today) >> and managed to get it running to the point where I can log in via the >> web interface and create tickets. I've not created any new queues >> yet, just working with the default 'general' queue. >> >> Generally, the second time I try to display the tickets in the queue >> (by clicking the 'General' link under the quick search section, or >> other ways), I get the error message: >> >> Can't call method 'quote' on an undefined value at >> /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 645 > >What version of DBIx::SearchBuilder are you using? > > Best, > > Jesse > >-- >http://www.bestpractical.com/rt -- Trouble Ticketing. Free. -- --------------------------------------------------------------------------- Portage Bay Solutions, Inc. mailto:john at portagebay.com Database Programming and Training Services (206) 542-4656 http://www.portagebay.com From mike.ridilla at globalcomplianceservices.com Wed Jan 7 17:02:45 2004 From: mike.ridilla at globalcomplianceservices.com (Mike Ridilla) Date: Wed, 7 Jan 2004 17:02:45 -0500 Subject: [rt-users] Problem with Creating a Ticket Message-ID: <40303051A9CCD61195C300508BB3574F36F208@caizexg001.lan.ci-pinkerton.com> -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, January 07, 2004 3:52 PM To: Mike Ridilla Cc: 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] Problem with Creating a Ticket On Wed, Jan 07, 2004 at 03:17:28PM -0500, Mike Ridilla wrote: > > > > I recently install RT using the following configuration: > > > > RT 3.03 > > >>Can you verify that the problem still exists with a recent version of > >>RT, like 3.0.8? > > I just upgraded to 3.0.8 and I'm still having the same problems....any > thoughts/hints? >Have a look at your error logs, as a first pass. This is the apache error log after I click the 'Create' button to create the ticket and then get the apache internal server error: [Wed Jan 7 16:57:49 2004] [error] [client 10.7.3.109] FastCGI: comm with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) [Wed Jan 7 16:57:49 2004] [error] [client 10.7.3.109] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3/bin/mason_handler.fcgi" Here is the access log from the same incident: 10.7.3.109 - - [07/Jan/2004:16:57:10 -0500] "POST /index.html HTTP/1.1" 200 7268 10.7.3.109 - - [07/Jan/2004:16:57:10 -0500] "GET /NoAuth/webrt.css HTTP/1.1" 200 6945 10.7.3.109 - - [07/Jan/2004:16:57:10 -0500] "GET /NoAuth/images//bplogo.gif HTTP/1.1" 304 - 10.7.3.109 - - [07/Jan/2004:16:57:13 -0500] "GET /Ticket/Create.html?Queue=1 HTTP/1.1" 200 10139 10.7.3.109 - - [07/Jan/2004:16:57:13 -0500] "GET /NoAuth/webrt.css HTTP/1.1" 200 6945 10.7.3.109 - - [07/Jan/2004:16:57:13 -0500] "GET /NoAuth/images//bplogo.gif HTTP/1.1" 304 - 10.7.3.109 - - [07/Jan/2004:16:57:49 -0500] "POST /Ticket/Create.html HTTP/1.1" 500 628 Are there any other RT logs I should be aware of? Thanks! Mike Ridilla Network Admin - GCS > Thanks! > Mike Ridilla > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rmillisl at gdcanada.com Wed Jan 7 17:19:14 2004 From: rmillisl at gdcanada.com (Randy Millis) Date: Wed, 7 Jan 2004 15:19:14 -0700 Subject: [rt-users] RT with Exchange and Confusion over who mail is from Message-ID: <000501c3d56c$487dbcd0$67fc1eac@gdcan.com> I'm running RT on a Solaris host with sendmail, but our shop's primary e-mail system is Exchange Server 2000 / Outlook 2000 on the desktop. I had our IT group setup a mail alias on the exchange server that forwards mail to the MTA on my sun. On Exchange I had them create an address named "engtools" with a description "Eng. Tools Support" in the Global address list.. When I reply to a ticket and the end user gets it in his exchange client, instead of it saying "From: Randy Millis VIA RT" is says "From: Eng. Tools Support". Exchange seems to look up the address "engtools" and fill in the description. If I mail from WebRT to a pop client it works as expected. My user have complained this is confusing - especially if more than one support person is working on a ticket - because they have trouble figuring out WHO is sending the message to them. Anyone in a similar Exchange environment got a work around? From damian at sentex.net Wed Jan 7 17:27:17 2004 From: damian at sentex.net (Damian Gerow) Date: Wed, 7 Jan 2004 17:27:17 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: References: <20040107212528.GD7398@sentex.net> Message-ID: <20040107222717.GE7398@sentex.net> Thus spake Roger B.A. Klorese (rogerk at queernet.org) [07/01/04 16:30]: > > When Marsha is hired because Matthew left, we don't want to > > give Marsha all > > of Steve's tickets -- there might be a valid reason for > > keeping Steve as the > > owner. > > Why would you want to keep Matthew as the owner?! Why wouldn't I? > Wouldn't you want to make the *team* the collective owner, until someone > actually has to work on it? And make the person actually working on it the > owner? Why would I want to shift all the tickets so the *team* is the collective owner? Our workflow dictates that this is much more complicated than just having individual owners, who take the ticket from 'Nobody' (or have it assigned to them). I gain nothing by re-assigning all of Matthew's tickets to someone(s) else, but lose the time it takes to update all these tickets. I also lose the ability to look at past performance of CSR's, to look at current performance, and to be able to find past tickets easier (customer says he was talking to Matthew six months ago, doesn't remember what e-mail address he used -- try finding that ticket, if all of Matt's tickets have been re-assigned). From rogerk at queernet.org Wed Jan 7 17:57:34 2004 From: rogerk at queernet.org (Roger B.A. Klorese) Date: Wed, 7 Jan 2004 14:57:34 -0800 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <20040107222717.GE7398@sentex.net> Message-ID: <7CEFA9CA4D5BE74586551915EC9C9C338057BA@consera1.corpnet.consera.com> > Why would I want to shift all the tickets so the *team* is > the collective > owner? For the closed tickets, in case they reopen? Why would you want to have a terminated employee associated with anything? > Our workflow dictates that this is much more > complicated than just > having individual owners, who take the ticket from 'Nobody' > (or have it > assigned to them). "Nobody" is just an uglier name for "the team." From minelli at psu.edu Wed Jan 7 18:05:57 2004 From: minelli at psu.edu (Jeff Minelli) Date: 07 Jan 2004 18:05:57 -0500 Subject: [rt-users] FastCGI abort when Simplesearch button is hit. Message-ID: <1073516757.20026.74.camel@osiris.gravity.psu.edu> I've got a problem with the Simplesearch on 3.0.8. I can do any alphanumberic query and it will take me to the Search/Listings.html page without fail. But when I do a search that involves one single integer, e.g. 1403, then FastCGI fails and I get a 500 Internal Server Error. The only way to get the RT pages back is to restart the webserver and go to any page other than the one that failed. 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 This is under RHELv3 -- Apache2, fastcgi. Any ideas? Thanks, -jeff From jim.rowan at starcore-dsp.com Wed Jan 7 18:12:15 2004 From: jim.rowan at starcore-dsp.com (jim.rowan at starcore-dsp.com) Date: Wed, 07 Jan 2004 17:12:15 -0600 (CST) Subject: [rt-users] RT with Exchange and Confusion over who mail is from In-Reply-To: <000501c3d56c$487dbcd0$67fc1eac@gdcan.com> References: <000501c3d56c$487dbcd0$67fc1eac@gdcan.com> Message-ID: <20040107.171215.58197625.jmr@starcore-dsp.com> We have a similar situation, and the same complaint. No solution, but an observation: The "Nice" version of the From: line is actually still available. If you connect to Exchange via an IMAP client, you will see "From: Randy Millis VIA RT" again. Thus, it's something specific to outlook -- not exchange. I'd love to have a solution to this! From rui.ferreira at tvcabo.pt Wed Jan 7 18:56:09 2004 From: rui.ferreira at tvcabo.pt (Rui Ferreira) Date: Wed, 7 Jan 2004 23:56:09 -0000 Subject: [rt-users] RE: Possible fix for UTF8 Corruption Message-ID: Hi Jesse, It worked for me. My main problem was with access by https, but with http also had problems not so frequently. Now it seems all working great, can open all attach's created by web or mail. My enviroment is: RT 3.0.8 Perl 5.8.2 with everything up to date with CPAN Apache 1.3.28 Thanks! Rui Ferreira ------------------------------ Message: 10 Date: Wed, 7 Jan 2004 15:13:11 -0500 From: Jesse Vincent Subject: Possible fix for UTF8 Corruption (Was Re: [rt-users] Last hope ...) To: mixo Cc: rt-users at lists.fsck.com Message-ID: <20040107201311.GW11393 at fsck.com> Content-Type: text/plain; charset=us-ascii Based on the patch to perl I forwarded along earlier today, I've created an altered version of IO-Stringy (which includes IO::Scalar). Because I can't easily reproduce this problem, I'd like those of you who experience it to install this package, stop apache, start it again and tell me whether it resolves the issue. You can download it from: http://download.bestpractical.com/pub/rt/devel/IO-stringy-Hacked-For-UTF8-2. 109-BestPractical-Hack-20040107.tar.gz On Wed, Jan 07, 2004 at 02:39:45PM +0200, mixo wrote: > > Attachments are corrupted at random, but now and then corruption occurs > when RT > fails to guess the content encoding of the text part of the email. At > this point, I am not sure > what to do as I have played around with "$EmailOutputEncoding", which > sometimes solves > the problem, but temporarily. At this point I am considering abandoning > RT 3 completely. > I am open to suggestions. > > > _______________________________________________ > 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 david.fandel at overture.com Wed Jan 7 21:23:10 2004 From: david.fandel at overture.com (David Fandel) Date: Wed, 7 Jan 2004 18:23:10 -0800 Subject: [rt-users] Questions about Assigning Global Group Rights Message-ID: I am currently playing around with RT (Currently using RT 3.0.3) I generated the following list of various rights to assign. There are some questions embedded in the list (and at the end of the list), but I'm also kind of interested in whether I am assigning excessive or incomplete rights. ------------------------------------------------------------- Global -> Group Rights: System Groups: Everyone CreateTicket CommentOnTicket ReplyToTicket System Groups: Privileged ModifySelf ShowTicket Roles: Requestor ShowTicket Roles: CC ?? What rights should they get ?? Roles: AdminCC ?? What rights should they get ?? User Defined Groups: <*A - An RT admin group> AdminCustomFields AdminGroup AdminGroupMembership AdminQueue AdminUsers ModifyScrips ModifyTemplate ShowACL ShowScrips ShowTemplate User Defined Groups: <*B - A group with assign ability> ModifyTicket ModifyQueueWatchers SeeQueue User Defined Groups: <*C - A group with answer/comment ability> CommentOnTicket CreateTicket ModifySelf OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments StealTicket TakeTicket Watch *A: An RT admin group - this would have users that would be responsible for creating new queues, scrips, templates and users. *B: A group with assign ability - this would be a group that would monitor a queue and assign tickets to other users for resolution. *C: A group with answer/comment ability - this would be the group actually resolving the tickets. Presumably they could assign themselves a ticket (TakeTicket right) ------------------------------------------------------------- Questions: A. Are any of these groups missing rights? B. Should the User Defined Group B have most of the User Defined Group C rights as well? Or does ModifyTicket essentially give them most of the other Ticket rights? C. When would you want to assign the "WatchAsAdminCC" right? (The comment in the docs "Like Watch, but only as an Admin" is not very clear :) D. When would you want to assign the following rights? AdminGroupMembership DelegateRights Thanks, Dave Fandel Sr Developer (BIG development) From m-liebman at northwestern.edu Wed Jan 7 22:39:13 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 07 Jan 2004 22:39:13 -0500 Subject: [rt-users] Problem with Creating a Ticket In-Reply-To: <40303051A9CCD61195C300508BB3574F36F204@caizexg001.lan.ci-p inkerton.com> References: <40303051A9CCD61195C300508BB3574F36F204@caizexg001.lan.ci-pinkerton.com> Message-ID: <6.0.1.1.2.20040107222640.02931e98@pop.mail.yahoo.com> At 02:23 PM 1/7/2004, Mike Ridilla wrote: >Wed Jan 7 14:16:49 2004] [error] [client 10.7.3.109] FastCGI: comm with >server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle timeout (30 sec) You might want to use the -idle-timeout option for the FastCgiServer directive. Based on Jamie Wilkinson's suggestion, I've set mine to 3600 and haven't had a problem. I'm also using Apache 2.0.48 on Fedora, so your mileage may vary. 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 smiles at callplus.co.nz Wed Jan 7 23:16:36 2004 From: smiles at callplus.co.nz (Stephen Miles) Date: Thu, 08 Jan 2004 17:16:36 +1300 Subject: [rt-users] Problem with Template/Approvals Creation References: <40303051A9CCD61195C300508BB3574F36F204@caizexg001.lan.ci-pinkerton.com> <6.0.1.1.2.20040107222640.02931e98@pop.mail.yahoo.com> Message-ID: <3FFCD9A4.80107@callplus.co.nz> Hi there all, I'm new to the list and the world of rt so sorry if this question has been asked and answered. I did search the list archives but could find no answer so though I would ask here. I am trying to setup a group, queue and make an approval for that queue. I have managed to get it sort of working but only with root as the owner of the approval ticket. Anyway the first problem I am having is an error that reads: [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:355) when I try to create a template for the queue I have made. I have tried making several queues and using the general queue and get the same result. Hence when I go through the approval/workflow creation process the template is not there for use, although it is there in the DB. Any help would be great. System info: debian woody with a 2.4.20 kernel on an intel box. rt version 3.0.8rc1, apache webserver and a mysql backend. Thanks in advance, Stephen ----------------------------------------------------------------------------------------------- This message and any attachments contain privileged and confidential information. If you are not the intended recipient of this message, you are hereby notified that any use, dissemination, distribution or reproduction of this message is prohibited. If you have received this message in error please notify the sender immediately via email and then destroy this message and any attachments. From jean-pierre.forcioli at cyber-networks.fr Thu Jan 8 01:18:47 2004 From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI) Date: Thu, 08 Jan 2004 07:18:47 +0100 Subject: [rt-users] Problem with Template/Approvals Creation In-Reply-To: <3FFCD9A4.80107@callplus.co.nz> References: <40303051A9CCD61195C300508BB3574F36F204@caizexg001.lan.ci-pinkerton.com> <6.0.1.1.2.20040107222640.02931e98@pop.mail.yahoo.com> <3FFCD9A4.80107@callplus.co.nz> Message-ID: <3FFCF647.9090608@cyber-networks.fr> Stephen Miles wrote: > [...] > Anyway the first problem I am having is an error that reads: [crit]: > Trying to check RT::Queue rights for an unspecified RT::Queue > (/opt/rt3/lib/RT/Principal_Overlay.pm:355) when I try to create a > template for the queue I have made. I have tried making several queues > and using the general queue and get the same result. Hence when I go > through the approval/workflow creation process the template is not > there for use, although it is there in the DB. I've exactly the same error message with RT 3.0.7/MySQL 4.0. The message appears only for attempts to create template for a specific queue. So it's impossible to create template for a specific queue. I don't have this problem when creating "global template". Regards. From frankie at easyrider.com Thu Jan 8 01:44:02 2004 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 07 Jan 2004 22:44:02 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Message-ID: <5.2.0.9.0.20040107223256.038f4998@mail.aracnet.com> I have been running RT3 for several months with no problems whatever. The hard drive recently went bad on the server and I had to restore everything from tar files. Not everything copied back automatically so my current problem could be nothing more than a missing file somewhere. When I start mysqld, I have 4 /usr/libexec/mysqld --defaults-.... processes running Every time I do something (log in, click a link, refresh the view), 2 more mysqld processes are started. This continues until something around 14 processes are running at which time the RT web connection dies. Restarting mysqld will restore operation again (briefly). I'm sure that this is going to be a simple fix but unfortunately I am not a DBA and I have very limited RT experience. As near as I can see, everything else is working great. RT3 worked perfectly before the disk problem. The dependencies test for mysql passes. Any help would be hugely appreciated. Thanks in advance! From mixo at coza.net.za Thu Jan 8 03:29:02 2004 From: mixo at coza.net.za (mixo) Date: Thu, 08 Jan 2004 10:29:02 +0200 Subject: Possible fix for UTF8 Corruption (Was Re: [rt-users] Last hope ...) In-Reply-To: <20040107201311.GW11393@fsck.com> References: <3FFBFE11.9070602@coza.net.za> <20040107201311.GW11393@fsck.com> Message-ID: <3FFD14CE.9010801@coza.net.za> For the past 2 hours no corruption to attachments has been reported, so things are looking up. I will report any new cases that are encoutered. Thank you. Jesse Vincent wrote: >Based on the patch to perl I forwarded along earlier today, I've created >an altered version of IO-Stringy (which includes IO::Scalar). Because I >can't easily reproduce this problem, I'd like those of you who >experience it to install this package, stop apache, start it again and >tell me whether it resolves the issue. You can download it from: > > >http://download.bestpractical.com/pub/rt/devel/IO-stringy-Hacked-For-UTF8-2.109-BestPractical-Hack-20040107.tar.gz > > > From alex at rnp.br Thu Jan 8 09:01:31 2004 From: alex at rnp.br (Alex Soares de Moura) Date: Thu, 8 Jan 2004 12:01:31 -0200 (EDT) Subject: [rt-users] iso-8859-1 accented characters problem Message-ID: Jesse, FYI, testing the RT 3.0.8 in a lab environment, I've been able to reproduce the following behaviour. If, in the email subject, there's any iso-8859-1 accented character and the Subject string is more than 17 characters long, the autoreply emails return with an scrambled Subject, although the Subject mentioned in the body of the email is correctly displayed. There's no problem with the long Subjects, if there's no accented characters. Following is the screen capture of the pine email client used in the testings: --------------------------------------------------------- + 8 Jan 8 Imported from RT 1.0 via RT (1696) [RNP-NOC #26551] AutoReply: ? ? ? + N 9 Jan 8 Imported from RT 1.0 via RT (1698) [RNP-NOC #26552] AutoReply: ? ? ? ? ? ? ? + N 10 Jan 8 Imported from RT 1.0 via RT (1712) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTUzXSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg/CDcIOA=?= + N 11 Jan 8 Imported from RT 1.0 via RT (1754) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTU0XSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg4yD1IOog9CDgIMEgy + 12 Jan 8 Imported from RT 1.0 via RT (1772) [RNP-NOC #26555] AutoReply: ESte e um cabecalho comprido para testar o RT REquest Tracke + N 13 Jan 8 Imported from RT 1.0 via RT (1810) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTU2XSBBdXRvUmVwbHk6IEVTdGUg6SB1bSBjYWJlY2FsaG8gY29tcHJpZ + N 14 Jan 8 Imported from RT 1.0 via RT (1703) [RNP-NOC #26557] AutoReply: ? ? ? ? ? ? ? ? + N 15 Jan 8 Imported from RT 1.0 via RT (1725) [RNP-NOC #26558] AutoReply: ? ? ? ? ? ? ? ? ? + N 16 Jan 8 Imported from RT 1.0 via RT (1712) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTU5XSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg9SDqIO0=?= + N 17 Jan 8 Imported from RT 1.0 via RT (1711) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTYwXSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg9SDq7Q==?= --------------------------------------------------------- And below, a copy of the received autoreply (#10 above) --------------------------------------------------------- Date: Thu, 8 Jan 2004 11:40:50 -0200 (EDT) From: Imported from RT 1.0 via RT To: root at dhcp8.nc-rj.rnp.br Subject: =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTUzXSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg/CDcIOA=?= Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "? ? ? ? ? ? ? ? ? ?", 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 [RNP-NOC #26553]. Please include the string: [RNP-NOC #26553] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, --------------------------------------------------------- Thank you for the well done work on this software. Alex -------------- next part -------------- + 8 Jan 8 Imported from RT 1.0 via RT (1696) [RNP-NOC #26551] AutoReply: ? ? ? + N 9 Jan 8 Imported from RT 1.0 via RT (1698) [RNP-NOC #26552] AutoReply: ? ? ? ? ? ? ? + N 10 Jan 8 Imported from RT 1.0 via RT (1712) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTUzXSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg/CDcIOA=?= + N 11 Jan 8 Imported from RT 1.0 via RT (1754) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTU0XSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg4yD1IOog9CDgIMEgy + 12 Jan 8 Imported from RT 1.0 via RT (1772) [RNP-NOC #26555] AutoReply: ESte e um cabecalho comprido para testar o RT REquest Tracke + N 13 Jan 8 Imported from RT 1.0 via RT (1810) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTU2XSBBdXRvUmVwbHk6IEVTdGUg6SB1bSBjYWJlY2FsaG8gY29tcHJpZ + N 14 Jan 8 Imported from RT 1.0 via RT (1703) [RNP-NOC #26557] AutoReply: ? ? ? ? ? ? ? ? + N 15 Jan 8 Imported from RT 1.0 via RT (1725) [RNP-NOC #26558] AutoReply: ? ? ? ? ? ? ? ? ? + N 16 Jan 8 Imported from RT 1.0 via RT (1712) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTU5XSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg9SDqIO0=?= + N 17 Jan 8 Imported from RT 1.0 via RT (1711) =?ISO-8859-1?B?W1JOUC1OT0MgIzI2NTYwXSBBdXRvUmVwbHk6IOEg6SDtIPMg+iDnIMcg9SDq7Q==?= From minelli at psu.edu Thu Jan 8 09:04:54 2004 From: minelli at psu.edu (Jeff Minelli) Date: 08 Jan 2004 09:04:54 -0500 Subject: [rt-users] What is stage under creating scrips? Message-ID: <1073570693.20026.98.camel@osiris.gravity.psu.edu> When one creates a scrip for a queue, there is a dropdown field for Stage which contains TransactionCreate and TransactionBatch. What are they, and how does one choose which on to use? Thanks, -jeff From cubic at acronis.ru Thu Jan 8 09:23:59 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 08 Jan 2004 17:23:59 +0300 Subject: [rt-users] What is stage under creating scrips? In-Reply-To: <1073570693.20026.98.camel@osiris.gravity.psu.edu> References: <1073570693.20026.98.camel@osiris.gravity.psu.edu> Message-ID: <3FFD67FF.80409@acronis.ru> Jeff Minelli wrote: > When one creates a scrip for a queue, there is a dropdown field for > Stage which contains TransactionCreate and TransactionBatch. What are > they, and how does one choose which on to use? Wow. If I understand right it's most impressive feature in last version. One request to WebUI can create more then one transaction. Eg: Resolve = Status change + Reply or Comment + ... In some case it's very hard to write complex scrip because RT execute each scrip just after each triggered transaction creation. If it's true then it's wonderful. Best regards. Ruslan. > > Thanks, > > -jeff > _______________________________________________ > 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 rjansen at vub.ac.be Thu Jan 8 09:28:12 2004 From: rjansen at vub.ac.be (Jansen Robert) Date: Thu, 8 Jan 2004 15:28:12 +0100 Subject: [rt-users] RT 3.0.8 and RTFM 2.0.2 issues Message-ID: Hi, Sorry to be so persistant about this, but didn't anybody see this error ? I think this issue is a NO-GO condition for deployment. ( you can't crete new RTFM articles ! ) So I'm restating the question here: Testing RT 3.0.8 and RFTM 2.0.2 I think I found 2 issues regarding RTFM. 1) a newly created custom field ( I was testing the new Wiki fields ) doesn't show up when trying to modify an existing article. 2) When trying to create a new article an error is thrown: System error error: Can't call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3. context: ... 277: } 278: 279: # All errors returned from this routine will be in exception form. 280: local $SIG{'__DIE__'} = sub { 281: rethrow_exception( $_[0] ); 282: }; 283: 284: # 285: # $m is a dynamically scoped global containing this ... code stack: /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:281 /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField:3 /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomFields:28 /usr/local/packages/rt3/share/html/RTFM/Article/Edit.html:39 /usr/local/packages/rt3/share/html/autohandler:189 raw error Can't call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3. Trace begun at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 121 HTML::Mason::Exceptions::rethrow_exception('Can\'t call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3.^J') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 281 HTML::Mason::Request::__ANON__('Can\'t call method "Content" on an undefined value at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3.^J') called at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomField line 3 HTML::Mason::Commands::__ANON__('CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x1758364)', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x1758364)', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'EditCustomField', 'CustomFieldObj', 'RT::FM::CustomField=HASH(0x174d8a0)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Content', undef, 'id', 'new', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'Class', 2, 'id', 'new', 'CFContent', 'HASH(0x16b7254)') called at /usr/local/packages/rt3/share/html/RTFM/Article/Elements/EditCustomFields line 28 HTML::Mason::Commands::__ANON__('ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x174067c)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x174067c)', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'Elements/EditCustomFields', 'ArticleObj', 'RT::FM::Article=HASH(0x16e4818)', 'CFContent', 'HASH(0x16b7254)', 'ClassObj', 'RT::FM::Class=HASH(0x1719388)', 'id', 'new', 'Class', 2) called at /usr/local/packages/rt3/share/html/RTFM/Article/Edit.html line 39 HTML::Mason::Commands::__ANON__('Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1045 eval {...}('HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HTML::Mason::Component::FileBased=HASH(0x16687ec)', 'Class', 2, 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 735 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'Class', 2) called at /usr/local/packages/rt3/share/html/autohandler line 189 HTML::Mason::Commands::__ANON__('Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1040 eval {...}('HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1039 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 336 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)', 'HASH(0x166caac)', 'HTML::Mason::Component::FileBased=HASH(0x104f4d4)', 'Class', 2) called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 296 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x151f57c)') called at /usr/local/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 787 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x12794d4)', 'Apache=SCALAR(0x16f1234)') called at /usr/local/packages/rt3/bin/webmux.pl line 134 eval {...}('HTML::Mason::ApacheHandler=HASH(0x12794d4)', 'Apache=SCALAR(0x16f1234)') called at /usr/local/packages/rt3/bin/webmux.pl line 134 RT::Mason::handler('Apache=SCALAR(0x16f1234)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x16f1234)') called at /dev/null line 0 Or is it just me ? can anyone confirm this ? TIA Regards -- -------------------------- Brussels University Pleinlaan 2 Computer Center VUB/ULB (VUBnet) Ing. Robert Jansen B-1050 Brussels Belgium (Europe) email: rjansen at vub.ac.be Tel: +32-2-650.36.94 Secr: +32-2-650.37.38 Fax: +32-2-650.37.40 -------------------------- _______________________________________________ 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 perreal at lyon.cemagref.fr Thu Jan 8 09:43:14 2004 From: perreal at lyon.cemagref.fr (=?ISO-8859-1?Q?Guillaume_Perr=E9al?=) Date: Thu, 08 Jan 2004 15:43:14 +0100 Subject: [rt-users] What is stage under creating scrips? In-Reply-To: <3FFD67FF.80409@acronis.ru> References: <1073570693.20026.98.camel@osiris.gravity.psu.edu> <3FFD67FF.80409@acronis.ru> Message-ID: <3FFD6C82.9040007@lyon.cemagref.fr> Ruslan U. Zakirov a ?crit : > Jeff Minelli wrote: > >> When one creates a scrip for a queue, there is a dropdown field for >> Stage which contains TransactionCreate and TransactionBatch. What are >> they, and how does one choose which on to use? > The response is "TransactionCreate" which is original RT behaviour. > Wow. > If I understand right it's most impressive feature in last version. > One request to WebUI can create more then one transaction. > Eg: Resolve = Status change + Reply or Comment + ... From what I read from sources, I think the following events happen in this order (based on your sample) : During request : 1) "Status change" triggers scrips at TransactionCreate stage, 2) "Reply" triggers scripts at TransactionCreate stage. At end of Ticket object lifetime : 1) "Status change" triggers scrips at TransactionBatch stage, 2) "Reply" triggers scrips at TransactionBatch stage. The tricky point is "end of Ticket object lifetime" that sounds to me like "at random" but I may be wrong. Except this point, it seems to be a very interesting feature. I also heard about separating actions' "prepare" and "commit" phases to prepare all actions then to commit them all instead of preparing then commiting each action before the next one. What about this for now ? 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/ From Joseph_Micciche at Progressive.com Thu Jan 8 09:51:53 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Thu, 8 Jan 2004 09:51:53 -0500 Subject: [rt-users] Transaction has no content Message-ID: RT3.0.7_01 We have had a problem since install that the owner of a ticket does not get the actual request via email. Workflow synopsis is: user emails request into RT --> approval ticket created --> request approved --> perform a jumbo update on custom fields and stock fields and assign an owner. The owner gets notified via Global scrip "Owner Change": On Owner Change, Notify Owner, Global Template: Owner Change. Template Owner Change: ************ RT-Attach-Message: yes Subject: New Request Assigned: {$Ticket->Subject} Greetings, You have been identified as the owner of request [#{$Ticket->id()}], " {$Ticket->Subject()}", the text of which appears below. Please work this request and Reply to this email with the requested information or with any questions. ------------------------------------------------------------------------- {$Transaction->Content()} ************ The email to the owner contains the url and will contain any attachments from the original request, but it does not include the text of the original email request. This forces the owner to work it via the web UI, which we don't want and which is a problem for those outside of our intranet (where RT is located). Thanks for any help. Joe Micciche From cubic at acronis.ru Thu Jan 8 10:21:01 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 08 Jan 2004 18:21:01 +0300 Subject: [rt-users] What is stage under creating scrips? In-Reply-To: <3FFD6C82.9040007@lyon.cemagref.fr> References: <1073570693.20026.98.camel@osiris.gravity.psu.edu> <3FFD67FF.80409@acronis.ru> <3FFD6C82.9040007@lyon.cemagref.fr> Message-ID: <3FFD755D.3070500@acronis.ru> Guillaume Perr?al wrote: > Ruslan U. Zakirov a ?crit : > >> Jeff Minelli wrote: >> >>> When one creates a scrip for a queue, there is a dropdown field for >>> Stage which contains TransactionCreate and TransactionBatch. What are >>> they, and how does one choose which on to use? >> >> > The response is "TransactionCreate" which is original RT behaviour. > >> Wow. >> If I understand right it's most impressive feature in last version. >> One request to WebUI can create more then one transaction. >> Eg: Resolve = Status change + Reply or Comment + ... > > > From what I read from sources, I think the following events happen in > this order (based on your sample) : > > During request : > 1) "Status change" triggers scrips at TransactionCreate stage, > 2) "Reply" triggers scripts at TransactionCreate stage. > > At end of Ticket object lifetime : > 1) "Status change" triggers scrips at TransactionBatch stage, > 2) "Reply" triggers scrips at TransactionBatch stage. > > The tricky point is "end of Ticket object lifetime" that sounds to me > like "at random" but I may be wrong. I didn't look at sources yet, but I think lifetime == apache request circle. As I know main code and SearchBuilder cache system all instances drop after respond was sent to user back. > > Except this point, it seems to be a very interesting feature. > > I also heard about separating actions' "prepare" and "commit" phases to > prepare all actions then to commit them all instead of preparing then > commiting each action before the next one. What about this for now ? Didn't track all RT changes in last releases and skip this feature also. Anounce is silent about it too. Thanks Jeff for bringing to light. :) I'm going to upgrade ASAP. I need this feature. > > Best regards, > From damian at sentex.net Thu Jan 8 10:24:54 2004 From: damian at sentex.net (Damian Gerow) Date: Thu, 8 Jan 2004 10:24:54 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: <7CEFA9CA4D5BE74586551915EC9C9C338057BA@consera1.corpnet.consera.com> References: <20040107222717.GE7398@sentex.net> <7CEFA9CA4D5BE74586551915EC9C9C338057BA@consera1.corpnet.consera.com> Message-ID: <20040108152453.GA853@sentex.net> Thus spake Roger B.A. Klorese (rogerk at queernet.org) [07/01/04 17:59]: > For the closed tickets, in case they reopen? Why would you want to have a > terminated employee associated with anything? The whole point was that any re-opening of about 99% of these closed tickets, /should not happen/. > "Nobody" is just an uglier name for "the team." "Nobody", for us, actually means "Nobody". "The team" only includes about 40% of our company. We have other queues that handle other types of work, that don't involve our CSR's. This is actually pretty pointless. This might be the best idea for you and a number of other RT users, but it's not for us, simply because of the way our company and RT installation works. From jesse at bestpractical.com Thu Jan 8 11:22:24 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 11:22:24 -0500 Subject: [rt-users] What is stage under creating scrips? In-Reply-To: <3FFD755D.3070500@acronis.ru> References: <1073570693.20026.98.camel@osiris.gravity.psu.edu> <3FFD67FF.80409@acronis.ru> <3FFD6C82.9040007@lyon.cemagref.fr> <3FFD755D.3070500@acronis.ru> Message-ID: <20040108162224.GO11393@fsck.com> > >The tricky point is "end of Ticket object lifetime" that sounds to me > >like "at random" but I may be wrong. > I didn't look at sources yet, but I think lifetime == apache request > circle. As I know main code and SearchBuilder cache system all instances > drop after respond was sent to user back. Ruslan, you've got it right. > Didn't track all RT changes in last releases and skip this feature also. > Anounce is silent about it too. Thanks Jeff for bringing to light. > :) Sorry about that. There's a small bug in that It was only supposed to appear if you'd set a flag in the config file. But I guess there isn't much point in that now ;) Best Jesse > > I'm going to upgrade ASAP. I need this feature. > > > >Best regards, > > > > > _______________________________________________ > 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 atomicmatrix.net Thu Jan 8 12:59:50 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 8 Jan 2004 12:59:50 -0500 Subject: Fw: [rt-users] Re: Dealing with ex-employees Message-ID: <001901c3d611$38beead0$a94cb784@cinergi> Woops forgot to cc the list... ----- Original Message ----- From: "Ben Goodwin" To: "Damian Gerow" Sent: Thursday, January 08, 2004 10:43 AM Subject: Re: [rt-users] Re: Dealing with ex-employees > What we do is have an 'incoming' queue where our oncall engineer is > responsible for keeping cleared. If a ticket shows up in the queue that's > not resolved or deleted, they'll either see it or get paged about it (cron > job). You could move all the tickets in question to such a queue.. though > that might destroy any queue-specific keywords - I'm not sure. That may > also not work with whatever statistics you're after. The AdminCC route > seems ok .. as would setting the owner to nobody and having a process to > make sure there are no open tickets owned by nobody (we have another cronjob > for this). You'd want to ensure a process where a reopened ticket can't be > missed.. so AdminCC'ing everyone and relying on someone to take it doesn't > seem like a good idea. Perhaps AdminCC'ing the local team lead/manager > instead. Of course you have a different problem is that team lead/manager > leaves :-) > > -=| Ben > From ben at vintela.com Thu Jan 8 13:10:30 2004 From: ben at vintela.com (Ben Bush) Date: Thu, 08 Jan 2004 11:10:30 -0700 Subject: [rt-users] Ability to hide comments in the ticket Message-ID: <3FFD9D16.3060302@vintela.com> Is there a way for me to add comments to a ticket that other priviliged users can see but that the requestor can not see? I find it common to want to document information on a per ticket basis that we may not want to communicate to the person that has opened the ticket. Thanks in advance. Ben From scott at cae.com Thu Jan 8 13:21:16 2004 From: scott at cae.com (Scott Hebert) Date: Thu, 8 Jan 2004 13:21:16 -0500 Subject: [rt-users] How can you temporarily stop RT from sending emails? Message-ID: <69F1436AA435D7118EE1009027B0FF3A08B7720E@caemsx02.cae.ca> Greetings, How can you temporarily stop RT from sending emails? I have made a copy of my production environment in order to do some troubleshooting and I want to make sure that no emails get out. I tried setting MailCommand to 'undef' but it seems that SendEmail.pm is still somehow able to get them out. Thanks SH Scott Hebert Group Leader - Engineering Support Group Military Simulation and Training CAE Inc. From Joseph_Micciche at Progressive.com Thu Jan 8 13:23:29 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Thu, 8 Jan 2004 13:23:29 -0500 Subject: [rt-users] RT3.0.7_01: Attachments over 1MB Message-ID: We are experiencing a problem with adding attachments over 1MB. my.cnf is set to10mb max_packet_size and RT_Config.pm is set to 10mb. Attachments over 1mb are not saved with request, either through email or web UI. rt.log does not have any messages about the attachment error. All attachments up to 1mb are fine. Is there any place else the max attachment size is set? SunOS 5.8 MySQL 4.0.13 RT3.0.7_01 Joe Micciche From tim_wilson at hopkins.k12.mn.us Thu Jan 8 13:31:36 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Thu, 08 Jan 2004 12:31:36 -0600 Subject: [rt-users] Ability to hide comments in the ticket In-Reply-To: <3FFD9D16.3060302@vintela.com> Message-ID: On 1/8/04 12:10 PM, "Ben Bush" wrote: > Is there a way for me to add comments to a ticket that other priviliged > users can see but that the requestor can not see? I find it common to > want to document information on a per ticket basis that we may not want > to communicate to the person that has opened the ticket. You're describing the default behavior for comments. "Reply" sends the message to the requester. "Comment" stays private. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From scott at cae.com Thu Jan 8 13:38:30 2004 From: scott at cae.com (Scott Hebert) Date: Thu, 8 Jan 2004 13:38:30 -0500 Subject: [rt-users] How can you temporarily stop RT from sending email s? Message-ID: <69F1436AA435D7118EE1009027B0FF3A08B7720F@caemsx02.cae.ca> It seems that by setting SendmailPath to be "/some_nonexistent_path" and keeping MailCommand as 'sendmailpipe' has done the trick. Thanks, SH From mpanzitta at peoplematter.com Thu Jan 8 13:56:33 2004 From: mpanzitta at peoplematter.com (Mike Panzitta) Date: Thu, 8 Jan 2004 10:56:33 -0800 Subject: [rt-users] HOWTO: installing RT3 on RH9 with PostgreSQL Message-ID: <2F9C68A560EA594B99CAC26F2D4000EB35AA83@marge.corp.peoplematter.com> I know there has been considerable traffic on this in the past, and I have struggled with it myself to get RT3 running on RedHat 9 using PostgreSQL, Apache 2, and mod_perl2 (1.99). I've gotten the installation to a point where it is repeatable, and here it is. Note that in the prompts, the name of the machine I am installing to is "moe". RedHat 9 - Firewall - allow incoming WWW, SSH, DHCP, SMTP, 5432:tcp - Packages (use these as minimum, only add additional necessary packages) - X Window System - XFree86-xdm - gdm - redhat-config-xfree86 - Gnome Desktop Environment [no packages selected] - Editors - Graphical Internet - mozilla - SQL Database Server - Development Tools - doxygen Make sure that the system has been up2date'ed Apache2/mod_perl2 Obtain the following RPMs from rpmfind.net or another source: - apr-0.9.4-2.src.rpm - apr-util-0.9.4-2.i386.rpm - apr-util-devel-0.9.4-2.i386.rpm - db4-4.1.25-12.i386.rpm - httpd-2.0.47-10.i386.rpm - httpd-devel-2.0.47-8.i386.rpm - mod_perl-1.99_09-10.src.rpm Using the RPMs from above, log in as root and run [root at moe root]# rpm -i apr-0.9.4-2.src.rpm [root at moe root]# rpmbuild -bb /usr/src/redhat/SPECS/apr.spec [root at moe root]# rpm -i /usr/src/redhat/RPMS/i386/apr-0.9.4-2.i386.rpm apr-util-0.9.4-2.i386.rpm db4-4.1.25-12.i386.rpm httpd-2.0.47-10.i386.rpm [root at moe root]# rpm -i /usr/src/redhat/RPMS/i386/apr-devel-0.9.4-2.i386.rpm apr-util-devel-0.9.4-2.i386.rpm httpd-devel-2.0.47-8.i386.rpm [root at moe root]# rpm -i mod_perl-1.99_09-10.src.rpm [root at moe root]# rpmbuild -bb /usr/src/redhat/SPECS/mod_perl.spec [root at moe root]# rpm -i /usr/src/redhat/RPMS/i386/mod_perl-1.99_09-10.i386.rpm Modify /etc/httpd/conf/httpd.conf as needed Create /etc/httpd/conf.d/rt3.conf similar to this: ServerName support.corp.peoplematter.com DocumentRoot /usr/local/rt3/share/html PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Run [root at moe root]# chkconfig --level 345 httpd on PostgreSQL Run [root at moe root]# chkconfig --level 345 postgresql on [root at moe root]# /etc/init.d/postgresql start Modify /var/lib/pgsql/data/postgresql.conf to allow TCP connections (and any other mods you require) Modify /var/lib/pgsql/data/pg_hba.conf to allow local access Run [root at moe root]# /etc/init.d/postgresql restart [root at moe root]# psql -U postgres template1 template1=# alter user postgres with encrypted password ''; template1=# create user rt_user with encrypted password ''; template1=# \q RT3 Unpack rt-3-0-8.tar.gz in /usr/local As root, run [root at moe root]# groupadd rt [root at moe root]# cd /usr/local/rt-3-0-8 [root at moe rt-3-0-8]# ./configure --prefix=/usr/local/rt3 --with-db-type=Pg --with-db-port=5432 --with-db-dba=postgres --with-db-rt-pass= --with-web-user=apache --with-web-group=apache [root at moe rt-3-0-8]# perl -MCPAN -e shell follow " prompt> install Bundle::CPAN " prompt> reload cpan " prompt> install Storable " prompt> exit [root at moe rt-3-0-8]# chmod 755 sbin/* [root at moe rt-3-0-8]# sbin/rt-test-dependencies --with-postgres --with-modperl2 --install [root at moe rt-3-0-8]# sbin/rt-test-dependencies --with-postgres --with-modperl2 --install [root at moe rt-3-0-8]# sbin/rt-test-dependencies --with-postgres --with-modperl2 [root at moe rt-3-0-8]# make install [root at moe rt-3-0-8]# make initialize-database Modify /usr/local/rt3/etc/RT_SiteConfig.pm to your needs Edit /usr/local/rt3/bin/webmux.pl and insert the following line before line 37 (use lib...): use Apache::compat; Run [root at moe root]# /etc/init.d/httpd start You can now install RTFM, add aliases/procmail for rt-mailgate, etc. I hope this helps some RT users outthere; I know I have taken a lot from this list, and this is my opportunity to give back to the community. Thanks, -Mike --- Dr. Michael J. Panzitta VP, Technology PeopleMatter, Inc. www.peoplematter.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at musefoundry.com Thu Jan 8 14:04:36 2004 From: rt at musefoundry.com (AJ) Date: Thu, 8 Jan 2004 14:04:36 -0500 Subject: [rt-users] Separated queues In-Reply-To: Message-ID: Saw this post a few days ago but only last night identified what I think is an issue with the permissions system but very well may be its appropriate execution and I just opened up a huge security hole and would like to run it by your folks before rolling it out. Requirement: Wanted to set up so when someone logs in, they are given a list of queues to create in but only see the queue they are a member of. Quick Summary of environment: RT 3.0.7_RC1 We have two front-ends (different look and feel) but one DB. All permissions are handled through Groups, no individual user perms. Problem: Group A has CreateTicket and See Queue for Queue A Group B has CreateTicket for Queue A Now, the /Elements/SelectNewTicketQueue has: @{$session{'create_in_queues'}} = (); my $q=new RT::Queues($session{'CurrentUser'}); $q->UnLimit; while (my $queue=$q->Next) { if ($queue->CurrentUserHasRight('CreateTicket')) { Perhaps I am missing something, but shouldn't this show all the Queues that the person has CreateTicket in? The behavior I am seeing is that it only shows the queues that the person has both SeeQueue and CreateTicket. Is the CreateTicket right dependent on the SeeQueue right? Now by changing the line that gets the queue list: FROM: my $q=new RT::Queues($session{'CurrentUser'}); TO: my $q=new RT::Queues($RT::SystemUser); I then get the behavior I want and the user is presented with a list of queues that they can create tickets in but not necessarily see. So back to the original question: I got the result I wanted but what did I do in the process? Thanks in advance A.J. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Morgan Nilsson Sent: Sunday, January 04, 2004 6:21 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Separated queues Hi. I use: RT 3.0.7_01 on fedora with postgresql-7.3.4-11. I would like to separate queues for different users. I would not even like the users to know about each other or other queues, etc. Has anyone used RT this way? I did a test setup, but I could not stop users from clicking on Configuration and then list all other users (I read the message about hiding the tab...). Also when searching for tickets you can choose all other owners in the dropdown. I got "Found 1 ticket", but none was displayed when searching for another owner than myself. The idea is to have our support use one system for different customer. This way we can have an overview of all issues. The customers should be able to login and create new tickets and close tickets, etc, in their queue only. But it is not very good if they know about the other tickets, customers, queues or groups. What else must I consider to have this setup? /Morgan _______________________________________________ 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 musefoundry.com Thu Jan 8 14:28:10 2004 From: rt at musefoundry.com (AJ) Date: Thu, 8 Jan 2004 14:28:10 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: Message-ID: Not sure if you got the answer you were looking for but perhaps this would work.. It's a lot simpler than changing your processes Script 1: Create a script that sends a reply if the ticket is already closed Custom condition: return 1 if ($self->TicketObj->Status=~/Closed/); And a template that tells them that the ticket is closed and they must submit a new one. In the OnCorrespond scrip: Change the condition to "User Defined" and use: if ($self->TransactionObj->Type=~/Correspond/) { if (!$self->TicketObj->Status=~/Closed/) { return 1; } } The first one will only process the template if the ticket is closed. The second one replaces the existing OnCorrespond condition with one that will only process the ticket if it is not closed. If it is closed, the OnCorrespond script simply won't be executed. Hope this helps A.J. Fasano Network Solutions Inc -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roger B.A. Klorese Sent: Wednesday, January 07, 2004 5:58 PM To: 'Damian Gerow'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Re: Dealing with ex-employees > Why would I want to shift all the tickets so the *team* is > the collective > owner? For the closed tickets, in case they reopen? Why would you want to have a terminated employee associated with anything? > Our workflow dictates that this is much more > complicated than just > having individual owners, who take the ticket from 'Nobody' > (or have it > assigned to them). "Nobody" is just an uglier name for "the team." _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From damian at sentex.net Thu Jan 8 14:32:02 2004 From: damian at sentex.net (Damian Gerow) Date: Thu, 8 Jan 2004 14:32:02 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: References: Message-ID: <20040108193202.GH853@sentex.net> Thus spake AJ (rt at musefoundry.com) [08/01/04 14:24]: > Not sure if you got the answer you were looking for but perhaps this would > work.. > > It's a lot simpler than changing your processes > > Script 1: Create a script that sends a reply if the ticket is already closed > Custom condition: > return 1 if ($self->TicketObj->Status=~/Closed/); Sometimes, there are valid reasons for re-opening a Resolved ticket, so this won't work. From rt at musefoundry.com Thu Jan 8 15:06:35 2004 From: rt at musefoundry.com (AJ) Date: Thu, 8 Jan 2004 15:06:35 -0500 Subject: [rt-users] Re: Dealing with ex-employees In-Reply-To: Message-ID: I you require some kind of management approval prior to re-opening an issue: Ax the global OnCorrespond and create two scrips: One: if ($self->TransactionObj->Type=~/Correspond/) { if (!$self->TicketObj->Status=~/Closed/) { return 1; } } And the usual correspondence And the other: if ($self->TransactionObj->Type=~/Correspond/) { if ($self->TicketObj->Status=~/Closed/) { return 1; } } Notify Requestors, CCs, and Admin CCs with a template that says this issue is closed, if this is a new issue please open a new ticket. Then even if the original CSR is no longer with the company, at least management will be notified of a request to re-open. The other way you could do it would require making the ex-employee unprivileged and then just leave the correspond the way it is and add another one (this is off the cuff and the actual instantiation of the objects is a bit iffy but you'll get the idea): if ($self->TransactionObj->Type=~/Correspond/) { if (!$self->TicketObj->Owner->HasRight('Object' => $self->TicketObj, 'Right' => 'ModifyTicket')) { return 1; } The Action to notify cc or admincc or both with a template that says that the owner of the ticket does not have any privs. The second way would actually handle ex-employees whether the ticket is closed or not. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Damian Gerow Sent: Thursday, January 08, 2004 2:32 PM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Re: Dealing with ex-employees Thus spake AJ (rt at musefoundry.com) [08/01/04 14:24]: > Not sure if you got the answer you were looking for but perhaps this would > work.. > > It's a lot simpler than changing your processes > > Script 1: Create a script that sends a reply if the ticket is already closed > Custom condition: > return 1 if ($self->TicketObj->Status=~/Closed/); Sometimes, there are valid reasons for re-opening a Resolved ticket, so this won't work. _______________________________________________ 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 musefoundry.com Thu Jan 8 15:29:45 2004 From: rt at musefoundry.com (AJ) Date: Thu, 8 Jan 2004 15:29:45 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done In-Reply-To: Message-ID: Depending on your OS.. For linux each 'thread' shows up in the ps output as mysqld process. So for instance, if you have 20 connections to the db, youll see 20 mysqld processes. Having a number of mysqld processes isn't a huge issue unless you have system resource problems. For example, I manage a website on the side that gets in the neighborhood of 300,000 page views a month. On any given day that RedHat box shows at least 60 or so mysqld processes. For Solaris and I believe AIX and HP (don't quote me on the last two) you'll just see the memory size of the mysqld process get larger but only one mysqld process. It could also be a threading issue. For instance, on the later versions of RedHat, Perl is compiled with threading enabled. I also believe that the mysql/client binary distributions are compiled with threading and thread_safe enabled. In this case you would want to make sure that the webserver is compiled with threading enabled. If using mod_perl, it would give you a warning about that when compiling as a DSO (external module) against apxs on apache. Additionally, mysql has several threading params. First there is thread_concurrency. Even though I haven't seen this on the web, I have several development manuals for mysql 4.x and they all say that this only applies to Solaris.. but wouldn't hurt to set even if you don't have it. There is also thread_cache and thread_stack_size. For mysql itself you could also try modifying the connection params in the my.cnf. max_connections to something respective of how many connections you may expect wait_timeout the default is something huge, like 300 seconds or something. Lower it to 60 seconds or something like that. interactive_timeout this is also high, you can also try reducing this. The timeout params will at least clean up connections made to the db as opposed to holding them. One more thing to do when you notice bad things happening is: Either log in as root and : show processlist Or ./mysqladmin -u -p processlist Both of these will give you a list of the running processes and what they are doing. The mysql config is probably the easiest way to fix the issue. You want to try and stay away from recompiling apps, especially if you are on a box that uses RPMs and such. In the end, the issue is not RT specifically. RT is simply identifying some problem that has always existed, but not seen until activity gets high. A.J. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Frank Saxton Sent: Thursday, January 08, 2004 1:44 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done I have been running RT3 for several months with no problems whatever. The hard drive recently went bad on the server and I had to restore everything from tar files. Not everything copied back automatically so my current problem could be nothing more than a missing file somewhere. When I start mysqld, I have 4 /usr/libexec/mysqld --defaults-.... processes running Every time I do something (log in, click a link, refresh the view), 2 more mysqld processes are started. This continues until something around 14 processes are running at which time the RT web connection dies. Restarting mysqld will restore operation again (briefly). I'm sure that this is going to be a simple fix but unfortunately I am not a DBA and I have very limited RT experience. As near as I can see, everything else is working great. RT3 worked perfectly before the disk problem. The dependencies test for mysql passes. Any help would be hugely appreciated. 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 frankie at easyrider.com Thu Jan 8 15:48:47 2004 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 08 Jan 2004 12:48:47 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Message-ID: <5.2.0.9.0.20040108123837.03807c00@wheresmymailserver.com> Thanks very much for your thoughtful and detailed reply A.J. But I don't think my particular problem is quite that complex. I am running RT-3.0.1 on Redhat Linux 7.3. I am the only RT user and I only create a tiny number of tickets a day. And as I mentioned, RT ran just fine before the hard drive dropped dead. I think I have managed to restore all of the binaries, lib files, config files, etc., but I suspect that one or more may still be missing. If there is a way to turn on tracing or verbose logging, I may be able to get a clue what's spawning these additional threads. The number of additional processes being created isn't a problem per se. I'm just noticing that RT quits working after the mysqld PID count gets up to 14 or so. I never really paid any attention to it before but I don't recall seeing 2 new processes being created every time RT refreshed or any time I clicked any link on the RT web GUI. If I set RT to refresh every 2 minutes, RT will quit after 5-6 minutes just because each refresh will spawn 2 new processes. From ben at vintela.com Thu Jan 8 15:52:51 2004 From: ben at vintela.com (Ben Bush) Date: Thu, 08 Jan 2004 13:52:51 -0700 Subject: [rt-users] Ability to hide comments in the ticket In-Reply-To: References: Message-ID: <3FFDC323.30406@vintela.com> But if the user logs in to the web interface, they can see these comments. Ben Tim Wilson wrote: >On 1/8/04 12:10 PM, "Ben Bush" wrote: > > > >>Is there a way for me to add comments to a ticket that other priviliged >>users can see but that the requestor can not see? I find it common to >>want to document information on a per ticket basis that we may not want >>to communicate to the person that has opened the ticket. >> >> > >You're describing the default behavior for comments. "Reply" sends the >message to the requester. "Comment" stays private. > >-Tim > > > From kfh at mqsoftware.com Thu Jan 8 15:54:34 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 8 Jan 2004 14:54:34 -0600 Subject: [rt-users] Ability to hide comments in the ticket Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0D6@mailservermn.mqsoftware.com> Not if they're an unprivileged user, using the SelfService interface. If they are a privileged user, then yes, they can see them.... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Ben Bush [mailto:ben at vintela.com] > Sent: Thursday, January 08, 2004 2:53 PM > To: Tim Wilson > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Ability to hide comments in the ticket > > But if the user logs in to the web interface, they can see these comments. > > Ben > > Tim Wilson wrote: > > >On 1/8/04 12:10 PM, "Ben Bush" wrote: > > > > > > > >>Is there a way for me to add comments to a ticket that other priviliged > >>users can see but that the requestor can not see? I find it common to > >>want to document information on a per ticket basis that we may not want > >>to communicate to the person that has opened the ticket. > >> > >> > > > >You're describing the default behavior for comments. "Reply" sends the > >message to the requester. "Comment" stays private. > > > >-Tim > > > > > > > > _______________________________________________ > 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 Thu Jan 8 16:02:43 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 16:02:43 -0500 Subject: [rt-users] Ability to hide comments in the ticket In-Reply-To: <3FFDC323.30406@vintela.com> References: <3FFDC323.30406@vintela.com> Message-ID: <20040108210243.GS11393@fsck.com> On Thu, Jan 08, 2004 at 01:52:51PM -0700, Ben Bush wrote: > But if the user logs in to the web interface, they can see these comments. You need to make sure you haven't granted "Everyone" or "Unprivileged Users" the right to ShowTicketComments. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From tim_wilson at hopkins.k12.mn.us Thu Jan 8 16:03:03 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Thu, 08 Jan 2004 15:03:03 -0600 Subject: [rt-users] Default scrip actions Message-ID: Hey everyone, Why are there no Notify AdminCcs and CCs Notify Ccs default scrip actions in RT 3.x? That would fit perfectly with the way I have my RT set up. Alternatively, can anyone suggest the proper custom code to notify Ccs only? -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From jficarra at crosscurrent.com Thu Jan 8 16:07:28 2004 From: jficarra at crosscurrent.com (Jim Ficarra) Date: Thu, 8 Jan 2004 16:07:28 -0500 Subject: Possible fix for UTF8 Corruption (Was Re: [rt-users] Last hope ...) Message-ID: My apologies in advance for any naive questions I may ask. Any help would be greatly appreciated: 1) If I install the fix and it causes other problems, how can I roll back to the previous version of the IO module? 2) Do I need to remove the previous version of IO or just install over top of it? 3) If I have to remove it, *what* is the safest way to do that? Thanks. -Jim Rui Ferreira wrote: >Hi Jesse, > >It worked for me. My main problem was with access by https, but with http >also had problems not so frequently. >Now it seems all working great, can open all attach's created by web or >mail. My enviroment is: > >RT 3.0.8 >Perl 5.8.2 with everything up to date with CPAN >Apache 1.3.28 > > >Thanks! > >Rui Ferreira From jesse at bestpractical.com Thu Jan 8 16:18:49 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 16:18:49 -0500 Subject: [rt-users] Separated queues In-Reply-To: References: Message-ID: <20040108211849.GX11393@fsck.com> On Thu, Jan 08, 2004 at 02:04:36PM -0500, AJ wrote: > > Perhaps I am missing something, but shouldn't this show all the Queues that > the person has CreateTicket in? The behavior I am seeing is that it only > shows the queues that the person has both SeeQueue and CreateTicket. Is the > CreateTicket right dependent on the SeeQueue right? No. Think about the case where users submit tickets by email. You may not want the user to know that a queue exists but may want to let them create tickets there "blind." If you want the user to know that the queue exists, grant them SeeQueue. > > Now by changing the line that gets the queue list: > FROM: > my $q=new RT::Queues($session{'CurrentUser'}); > > TO: > my $q=new RT::Queues($RT::SystemUser); > > I then get the behavior I want and the user is presented with a list of > queues that they can create tickets in but not necessarily see. > > So back to the original question: I got the result I wanted but what did I > do in the process? An end-run around the access control system. :/ > > Thanks in advance > A.J. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Morgan > Nilsson > Sent: Sunday, January 04, 2004 6:21 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Separated queues > > Hi. > > I use: RT 3.0.7_01 on fedora with postgresql-7.3.4-11. > > I would like to separate queues for different users. > I would not even like the users to know about each other > or other queues, etc. Has anyone used RT this way? > > I did a test setup, but I could not stop users from clicking > on Configuration and then list all other users (I read the > message about hiding the tab...). > > Also when searching for tickets you can choose all other owners > in the dropdown. I got "Found 1 ticket", but none was displayed when > searching for another owner than myself. > > The idea is to have our support use one system for different customer. > This way we can have an overview of all issues. > The customers should be able to login and create new tickets and > close tickets, etc, in their queue only. But it is not very good > if they know about the other tickets, customers, queues or groups. > > What else must I consider to have this setup? > > /Morgan > _______________________________________________ > 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 ben at atomicmatrix.net Thu Jan 8 16:27:49 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 8 Jan 2004 16:27:49 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done References: <5.2.0.9.0.20040108123837.03807c00@wheresmymailserver.com> Message-ID: <004001c3d62e$44a0bb90$44b3dfaa@cinergi> What does the following command return when things have run amuck? mysql -e 'show processlist' -=| Ben From ben at vintela.com Thu Jan 8 16:46:36 2004 From: ben at vintela.com (Ben Bush) Date: Thu, 08 Jan 2004 14:46:36 -0700 Subject: [rt-users] Ability to hide comments in the ticket In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0D6@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0D6@mailservermn.mqsoftware.com> Message-ID: <3FFDCFBC.3040200@vintela.com> Ok. I had the permissions setup wrong that allowed them to do this. Thanks for getting me straightened out!! Ben Kelly F. Hickel wrote: >Not if they're an unprivileged user, using the SelfService interface. >If they are a privileged user, then yes, they can see them.... > >Kelly F. Hickel >Senior Software Architect >MQSoftware, Inc >952.345.8677 >kfh at mqsoftware.com > > > > >>-----Original Message----- >>From: Ben Bush [mailto:ben at vintela.com] >>Sent: Thursday, January 08, 2004 2:53 PM >>To: Tim Wilson >>Cc: rt-users at lists.fsck.com >>Subject: Re: [rt-users] Ability to hide comments in the ticket >> >>But if the user logs in to the web interface, they can see these >> >> >comments. > > >>Ben >> >>Tim Wilson wrote: >> >> >> >>>On 1/8/04 12:10 PM, "Ben Bush" wrote: >>> >>> >>> >>> >>> >>>>Is there a way for me to add comments to a ticket that other >>>> >>>> >priviliged > > >>>>users can see but that the requestor can not see? I find it common >>>> >>>> >to > > >>>>want to document information on a per ticket basis that we may not >>>> >>>> >want > > >>>>to communicate to the person that has opened the ticket. >>>> >>>> >>>> >>>> >>>You're describing the default behavior for comments. "Reply" sends >>> >>> >the > > >>>message to the requester. "Comment" stays private. >>> >>>-Tim >>> >>> >>> >>> >>> >>_______________________________________________ >>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 frankie at easyrider.com Thu Jan 8 16:48:48 2004 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 08 Jan 2004 13:48:48 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Message-ID: <5.2.0.9.0.20040108134231.0387d648@wheresmymailserver.com> Ben, Currently running 'ok'... I found a couple of missing binaries and now that I've restored them from the tarball, I seem to be holding at 12 mysqld processes. Don't know what will happen if I open a second RT GUI though. I think A.J. may have had an excellent suggestion about wait_timeout though. It's set at 28800!!!! I tried putting wait_timeout = 60 in the [mysqld] field but apparently I am using the wrong syntax or I am putting it in the wrong place. A 5 second crash course on my.cnf would really help! [root at rt rt3]# /etc/init.d/mysqld status mysqld (pid 26778 26777 26716 26715 26665 26664 26634 26633 26632 26630) is runn ing... [root at rt rt3]# mysql -e 'show processlist' +----+---------+-----------+------+---------+------+-------+------------------+ | Id | User | Host | db | Command | Time | State | Info | +----+---------+-----------+------+---------+------+-------+------------------+ | 1 | rt_user | localhost | rt3 | Sleep | 420 | | NULL | | 2 | rt_user | localhost | rt3 | Sleep | 419 | | NULL | | 3 | rt_user | localhost | rt3 | Sleep | 277 | | NULL | | 4 | rt_user | localhost | rt3 | Sleep | 277 | | NULL | | 7 | rt_user | localhost | rt3 | Sleep | 134 | | NULL | | 8 | rt_user | localhost | rt3 | Sleep | 134 | | NULL | | 9 | root | localhost | NULL | Query | 0 | NULL | show processlist | +----+---------+-----------+------+---------+------+-------+------------------+ [root at rt rt3]# From jesse at bestpractical.com Thu Jan 8 16:58:51 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 16:58:51 -0500 Subject: [rt-users] RT 3.0.8 and RTFM 2.0.2 issues In-Reply-To: References: Message-ID: <20040108215851.GF11393@fsck.com> On Thu, Jan 08, 2004 at 03:28:12PM +0100, Jansen Robert wrote: > Hi, > > Sorry to be so persistant about this, but didn't anybody see this error ? > > I think this issue is a NO-GO condition for deployment. ( you can't > crete new RTFM articles ! ) We've got two RT instances that we're using RTFM with and we definitely don't see this issue. Jesse -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From russj at dimstar.net Thu Jan 8 17:14:53 2004 From: russj at dimstar.net (Russ Johnson) Date: Thu, 08 Jan 2004 14:14:53 -0800 Subject: [rt-users] segfault in rt2tort3. Message-ID: <3FFDD65D.2030207@dimstar.net> I'm attempting to transfer my db from rt2 to rt3. First, this is rt2.0.11. I have rt3.0.8 up and running on another box. I have rt2 running with mysql 3.23.49. The database for rt3 is Postgres 7.2. Can't upgrade it right now. Shouldn't have any effect on exporting from rt2. I've edited the file to include the lib directories, although, I did have to add a line so it could find Record.pm. It appears to export everything just fine until ticket 6516. Then I get the following: Exporting ticket 6417....Segmentation Fault bash$_ Any ideas? Any thoughts on what I might do to get more info on what could be the problem? I looked at the ticket in question, and it does not appear out of the ordinary. It's not large, and it doesn't have attachments. Russ Johnson From kfh at mqsoftware.com Thu Jan 8 17:16:25 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 8 Jan 2004 16:16:25 -0600 Subject: [rt-users] New Statistics package attached Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0DB@mailservermn.mqsoftware.com> Attached is a new version of the Statistics3 package, I fixed a couple of bugs (at least things that didn't work on my system), and cleaned some things up. You can now customize the initial display of the reports by editing lib/Statistics.pm. The only install change to note, is that instead of untarring from the html directory (/opt/rt3/local/html for redhat users), you should untar from it's parent, as now the package contains a file for the local lib directory as well as the html directory. If you're currently using Statistics3, I strongly advise you to back up html/Statistics BEFORE UNTARRING THIS, as this has only been tested by me, on one system, but I think it's in pretty good shape, overall. Note that this doesn't solve the problem where the graphs don't display, I believe that I've tracked this down to some strange interaction between Mason and GD (see my earlier email for details), and I know squat about Mason. If some kind sole would figure that out, I would be highly appreciative, and would fix all the graphs and re-issue this package again. Also, please note that Harald (the original Statistics author) knows nothing about this, as I haven't been able to get in touch with him, so Jesse, you might want to distinguish between the two kits in the Contrib download section, at least until more people have tried this out. Let me know how it goes! Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: Statistics3.tgz Type: application/x-compressed Size: 8219 bytes Desc: Statistics3.tgz URL: From alex at rnp.br Thu Jan 8 18:31:18 2004 From: alex at rnp.br (Alex S. Moura) Date: Thu, 8 Jan 2004 21:31:18 -0200 Subject: [rt-users] [Update] Re: iso-8859-1 accented characters problem References: Message-ID: <000c01c3d63f$8433d920$0d3f11c8@ncrj.rnp.br> Hello Jesse, Good news: the problem is only noticed when using the pine email client. In the RT WebUI and other email clients like Netscape 7.1 and Outlook Express the messages are displayed correctly. I'm glad to say that it seems a terminal/pine issue, not a RT one. Thank you very much, Alex From rt at musefoundry.com Thu Jan 8 19:04:21 2004 From: rt at musefoundry.com (AJ) Date: Thu, 8 Jan 2004 19:04:21 -0500 Subject: [rt-users] New Statistics package attached In-Reply-To: Message-ID: Could the graph problem be related to the extra blank line that RTFM creates at the top? _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel Sent: Thursday, January 08, 2004 5:16 PM To: rt-users at lists.fsck.com Subject: [rt-users] New Statistics package attached Attached is a new version of the Statistics3 package, I fixed a couple of bugs (at least things that didn't work on my system), and cleaned some things up. You can now customize the initial display of the reports by editing lib/Statistics.pm. The only install change to note, is that instead of untarring from the html directory (/opt/rt3/local/html for redhat users), you should untar from it's parent, as now the package contains a file for the local lib directory as well as the html directory. If you're currently using Statistics3, I strongly advise you to back up html/Statistics BEFORE UNTARRING THIS, as this has only been tested by me, on one system, but I think it's in pretty good shape, overall. Note that this doesn't solve the problem where the graphs don't display, I believe that I've tracked this down to some strange interaction between Mason and GD (see my earlier email for details), and I know squat about Mason. If some kind sole would figure that out, I would be highly appreciative, and would fix all the graphs and re-issue this package again. Also, please note that Harald (the original Statistics author) knows nothing about this, as I haven't been able to get in touch with him, so Jesse, you might want to distinguish between the two kits in the Contrib download section, at least until more people have tried this out. Let me know how it goes! Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From russj at dimstar.net Thu Jan 8 19:03:41 2004 From: russj at dimstar.net (Russ Johnson) Date: Thu, 08 Jan 2004 16:03:41 -0800 Subject: [rt-users] segfault in rt2tort3. In-Reply-To: <3FFDD65D.2030207@dimstar.net> References: <3FFDD65D.2030207@dimstar.net> Message-ID: <3FFDEFDD.7090903@dimstar.net> Russ Johnson wrote: > Exporting ticket 6417....Segmentation Fault > bash$_ OK, I redo the export, and it errors out in a different location: Exporting ticket 6567.....................Bizarre copy of HASH in aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 79. Russ Johnson From jesse at bestpractical.com Thu Jan 8 19:04:49 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 19:04:49 -0500 Subject: [rt-users] segfault in rt2tort3. In-Reply-To: <3FFDEFDD.7090903@dimstar.net> References: <3FFDD65D.2030207@dimstar.net> <3FFDEFDD.7090903@dimstar.net> Message-ID: <20040109000449.GG11393@fsck.com> On Thu, Jan 08, 2004 at 04:03:41PM -0800, Russ Johnson wrote: > Russ Johnson wrote: > > >Exporting ticket 6417....Segmentation Fault > >bash$_ > > OK, I redo the export, and it errors out in a different location: > > Exporting ticket 6567.....................Bizarre copy of HASH in > aassign at /usr/lib/perl5/5.6.0/Carp/Heavy.pm line 79. Welcome to perl 5.6.0. You need to be running something more recent. 5.6.0 is just broken. > Russ Johnson > _______________________________________________ > 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 jesse at bestpractical.com Thu Jan 8 19:08:46 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 19:08:46 -0500 Subject: [rt-users] RTFM 2.0.3RC1 Message-ID: <20040109000846.GH11393@fsck.com> Is now available from http://download.bestpractical.com/pub/rt/devel/ It should fix the bug that was causing the CLI and Statistics graphs to break. The previous fix was being undone by our license-tagging tool. I'd like to hear success/failure reports -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jtaylor at bastyr.edu Thu Jan 8 19:22:30 2004 From: jtaylor at bastyr.edu (Jason Taylor) Date: Thu, 08 Jan 2004 16:22:30 -0800 Subject: [rt-users] RTFM 2.0.3RC1 In-Reply-To: <20040109000846.GH11393@fsck.com> References: <20040109000846.GH11393@fsck.com> Message-ID: <3FFDF446.7040204@bastyr.edu> I'm getting a 403 error when trying to download. I tried a few other random files from the same location and they are downloadable. Jesse Vincent wrote: > Is now available from > > http://download.bestpractical.com/pub/rt/devel/ > > It should fix the bug that was causing the CLI and Statistics graphs to > break. The previous fix was being undone by our license-tagging tool. > > I'd like to hear success/failure reports > > From ben at atomicmatrix.net Thu Jan 8 19:36:50 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 8 Jan 2004 19:36:50 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done References: <5.2.0.9.0.20040108134231.0387d648@wheresmymailserver.com> Message-ID: <002401c3d648$ac5448a0$44b3dfaa@cinergi> Each httpd process will open a MySQL connection .. though MySQL should have no problem going over 14 with the default config. In any case to set your default timeout (I suggest this for an application I wrote, too) use the following in /etc/my.cnf: [mysqld] set-variable=wait_timeout=60 and restart mysql. 60 might be a little low, though. Are you the only one accessing RT? I'm wondering why different httpd's are processing your request. Are you running Apache 1.x or 2.x? It's also funky that you have 3 sets of database connections, each between 134 and 143 seconds apart. Perhaps apache's still got some issues? Can you set the following in your apache config (and restart) and then go to http://your-server/server-status and paste the results (or summarize.. a paste of the table might be ugly)? ExtendedStatus On SetHandler server-status Order deny,allow Deny from all Allow from your.ip.addr.ess -=| Ben ----- Original Message ----- From: "Frank Saxton" To: Sent: Thursday, January 08, 2004 4:48 PM Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done > Ben, > > Currently running 'ok'... I found a couple of missing binaries and now that > I've restored them from the tarball, I seem to be holding at 12 mysqld > processes. Don't know what will happen if I open a second RT GUI though. > > I think A.J. may have had an excellent suggestion about wait_timeout > though. It's set at 28800!!!! I tried putting wait_timeout = 60 in the > [mysqld] field but apparently I am using the wrong syntax or I am putting > it in the wrong place. A 5 second crash course on my.cnf would really help! > > [root at rt rt3]# /etc/init.d/mysqld status > mysqld (pid 26778 26777 26716 26715 26665 26664 26634 26633 26632 26630) is > runn > ing... > [root at rt rt3]# mysql -e 'show processlist' > +----+---------+-----------+------+---------+------+-------+---------------- --+ > | Id | User | Host | db | Command | Time | State | Info | > +----+---------+-----------+------+---------+------+-------+---------------- --+ > | 1 | rt_user | localhost | rt3 | Sleep | 420 | | NULL | > | 2 | rt_user | localhost | rt3 | Sleep | 419 | | NULL | > | 3 | rt_user | localhost | rt3 | Sleep | 277 | | NULL | > | 4 | rt_user | localhost | rt3 | Sleep | 277 | | NULL | > | 7 | rt_user | localhost | rt3 | Sleep | 134 | | NULL | > | 8 | rt_user | localhost | rt3 | Sleep | 134 | | NULL | > | 9 | root | localhost | NULL | Query | 0 | NULL | show processlist | > +----+---------+-----------+------+---------+------+-------+---------------- --+ > [root at rt rt3]# > From russj at dimstar.net Thu Jan 8 19:43:12 2004 From: russj at dimstar.net (Russ Johnson) Date: Thu, 08 Jan 2004 16:43:12 -0800 Subject: [rt-users] segfault in rt2tort3. In-Reply-To: <20040109000449.GG11393@fsck.com> References: <3FFDD65D.2030207@dimstar.net> <3FFDEFDD.7090903@dimstar.net> <20040109000449.GG11393@fsck.com> Message-ID: <3FFDF920.1050905@dimstar.net> Jesse Vincent wrote: >Welcome to perl 5.6.0. >You need to be running something more recent. 5.6.0 is just broken. > > Wonderful. I can't make changes to the existing rt2 machine. I don't want to install rt2 on the rt3 machine. The new database machine has perl 5.6.1 on it. Is that any better? For the export half, do I NEED a full rt2 installation? Could I tar up the existing installation and drop it on another machine with a more recent perl? I realize RT itself won't work, but I'm wondering if it's possible to get the export done without polluting the system with perl modules I may not need in the future. Russ Johnson From asterr at pobox.com Thu Jan 8 19:57:32 2004 From: asterr at pobox.com (asterr) Date: Fri, 9 Jan 2004 09:57:32 +0900 (JST) Subject: [rt-users] Separated queues In-Reply-To: <20040108211849.GX11393@fsck.com> Message-ID: I looked into a similar issue in Oct. I have granted CreateTicket to privileged users, in order to allow all internal employees to create a ticket in any queue. Tickets can be successfully created via the e-mail gateway, but not from the web interface. The problem is that the queues do not appear in the queue list drop down box. It looks like SeeQueue requirement comes from RT::Queue->Next(), which is used in the process of populating the drop down box. Is there another queue iterator that can be used in /Elements/SelectQueue? Or should an option be added to RT::Queue->Next() to remove the SeeQueue requirement. I have attached my e-mail to the list in Oct. Cheers, Aaron Sterr On Thu, 8 Jan 2004, Jesse Vincent wrote: > > > > On Thu, Jan 08, 2004 at 02:04:36PM -0500, AJ wrote: > > > > Perhaps I am missing something, but shouldn't this show all the Queues that > > the person has CreateTicket in? The behavior I am seeing is that it only > > shows the queues that the person has both SeeQueue and CreateTicket. Is the > > CreateTicket right dependent on the SeeQueue right? > > No. Think about the case where users submit tickets by email. You may > not want the user to know that a queue exists but may want to let them > create tickets there "blind." If you want the user to know that the > queue exists, grant them SeeQueue. > > > > > Now by changing the line that gets the queue list: > > FROM: > > my $q=new RT::Queues($session{'CurrentUser'}); > > > > TO: > > my $q=new RT::Queues($RT::SystemUser); > > > > I then get the behavior I want and the user is presented with a list of > > queues that they can create tickets in but not necessarily see. > > > > So back to the original question: I got the result I wanted but what did I > > do in the process? > > An end-run around the access control system. :/ > > > > > Thanks in advance > > A.J. > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Morgan > > Nilsson > > Sent: Sunday, January 04, 2004 6:21 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Separated queues > > > > Hi. > > > > I use: RT 3.0.7_01 on fedora with postgresql-7.3.4-11. > > > > I would like to separate queues for different users. > > I would not even like the users to know about each other > > or other queues, etc. Has anyone used RT this way? > > > > I did a test setup, but I could not stop users from clicking > > on Configuration and then list all other users (I read the > > message about hiding the tab...). > > > > Also when searching for tickets you can choose all other owners > > in the dropdown. I got "Found 1 ticket", but none was displayed when > > searching for another owner than myself. > > > > The idea is to have our support use one system for different customer. > > This way we can have an overview of all issues. > > The customers should be able to login and create new tickets and > > close tickets, etc, in their queue only. But it is not very good > > if they know about the other tickets, customers, queues or groups. > > > > What else must I consider to have this setup? > > > > /Morgan > > _______________________________________________ > > 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 > > > -------------- next part -------------- From asterr at pobox.com Fri Jan 9 09:49:50 2004 Date: Thu, 30 Oct 2003 11:34:58 +0900 (JST) From: asterr To: rt-users at lists.fsck.com Subject: How to assign tickets in any queue, but not see in home page Is there any way to allow users to create/assign tickets to any queue, but to avoid seeing all of the queues in the QuickSearch on the home page? It looks like both CreateTickets and SeeQueue are required in order for /Elements/SelectQueue to include a queue in the drop down box. The SeeQueue requirement seems to come from RT::Queue->Next(). Since /Elements/QuickSearch also uses RT::Queue->Next() to iterate through the queues, it only needs SeeQueue rights. The way I have configured permisssions, any privileged user has the global CreateTickets right. However, only users that should be working in a queue have SeeQueue rights for that queue. This reduces clutter on the home page. Creation via e-mail works correctly. But now, users are unable to pass tickets to another queue. Thank you as always, Aaron Sterr From kfh at mqsoftware.com Thu Jan 8 20:24:05 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 8 Jan 2004 19:24:05 -0600 Subject: [rt-users] RTFM 2.0.3RC1 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E0@mailservermn.mqsoftware.com> Me too. > -----Original Message----- > From: Jason Taylor [mailto:jtaylor at bastyr.edu] > Sent: Thursday, January 08, 2004 6:23 PM > To: Jesse Vincent > Cc: rt-devel at fsck.com; rt-users at fsck.com > Subject: Re: [rt-users] RTFM 2.0.3RC1 > > I'm getting a 403 error when trying to download. I tried a few other > random files from the same location and they are downloadable. > > Jesse Vincent wrote: > > > Is now available from > > > > http://download.bestpractical.com/pub/rt/devel/ > > > > It should fix the bug that was causing the CLI and Statistics graphs to > > break. The previous fix was being undone by our license-tagging tool. > > > > I'd like to hear success/failure reports > > > > > _______________________________________________ > 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 frankie at easyrider.com Thu Jan 8 20:36:49 2004 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 08 Jan 2004 17:36:49 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Message-ID: <5.2.0.9.0.20040108172029.038f4998@wheresmymailserver.com> Thanks ben! I am running apache-1.3.27-4 Set the wait timeout to 300. If that's still too short, I can increase it. And yes, I am the only one running RT and I have just one session logged in. I have refresh set to very 2 minutes. Apache appears to be running very well. I have a couple of other applications that use it and I'm not seeing any problems (that's not to say that there might not be possible configuration setting improvements) Server-status follows: Server Version: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_python/2.7.8 Python/1.5.2 mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Server Built: Dec 10 2003 05:05:00 ---------- Current Time: Thursday, 08-Jan-2004 17:33:01 PST Restart Time: Thursday, 08-Jan-2004 17:25:21 PST Parent Server Generation: 0 Server uptime: 7 minutes 40 seconds Total accesses: 15 - Total Traffic: 67 kB CPU Usage: u2.88 s.18 cu0 cs0 - .665% CPU load .0326 requests/sec - 149 B/second - 4573 B/request 1 requests currently being processed, 7 idle servers _______W........................................................ Srv PID Acc M CPU SS Req Conn Child Slot Client VHost Request 0-0 10525 0/2/2 _ 0.50 458 489 0.0 0.00 0.00 216.99.212.113 rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 1-0 10526 0/2/2 _ 0.50 141 21 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 2-0 10527 0/2/2 _ 0.11 458 0 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /server-status HTTP/1.1 3-0 10528 0/2/2 _ 0.85 8 1566 0.0 0.02 0.02 216.99.212.113 rt.vigilancemonitoring.com GET /rt/Ticket/Display.html?id=8 HTTP/1.1 4-0 10529 0/2/2 _ 0.50 7 21 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 5-0 10530 0/2/2 _ 0.49 4 397 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 6-0 10531 0/2/2 _ 0.11 268 112 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 7-0 10532 0/1/1 W 0.00 233 0 0.0 0.00 0.00 216.99.212.113 rt.vigilancemonitoring.com GET /server-status HTTP/1.1 cache type: DBM, maximum size: unlimited current sessions: 1, current size: 152 bytes average session size: 152 bytes ---------- Apache/1.3.27 Server at rt.vigilancemonitoring.com Port 443 From jesse at bestpractical.com Thu Jan 8 20:56:31 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 20:56:31 -0500 Subject: [rt-devel] RE: [rt-users] RTFM 2.0.3RC1 In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E0@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E0@mailservermn.mqsoftware.com> Message-ID: <20040109015631.GI11393@fsck.com> On Thu, Jan 08, 2004 at 07:24:05PM -0600, Kelly F. Hickel wrote: > Me too. > > > -----Original Message----- > > From: Jason Taylor [mailto:jtaylor at bastyr.edu] > > Sent: Thursday, January 08, 2004 6:23 PM > > To: Jesse Vincent > > Cc: rt-devel at fsck.com; rt-users at fsck.com > > Subject: Re: [rt-users] RTFM 2.0.3RC1 > > > > I'm getting a 403 error when trying to download. I tried a few other > > random files from the same location and they are downloadable. That would be because I messed up the file permissions. Give it another shot. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Thu Jan 8 20:58:36 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 20:58:36 -0500 Subject: [rt-users] segfault in rt2tort3. In-Reply-To: <3FFDF920.1050905@dimstar.net> References: <3FFDD65D.2030207@dimstar.net> <3FFDEFDD.7090903@dimstar.net> <20040109000449.GG11393@fsck.com> <3FFDF920.1050905@dimstar.net> Message-ID: <20040109015836.GJ11393@fsck.com> On Thu, Jan 08, 2004 at 04:43:12PM -0800, Russ Johnson wrote: > Jesse Vincent wrote: > > >Welcome to perl 5.6.0. > >You need to be running something more recent. 5.6.0 is just broken. > > > > > > Wonderful. > > I can't make changes to the existing rt2 machine. I don't want to > install rt2 on the rt3 machine. The new database machine has perl 5.6.1 > on it. Is that any better? > > For the export half, do I NEED a full rt2 installation? Could I tar up > the existing installation and drop it on another machine with a more > recent perl? Sure. You need something with an RT2 installation on a machine that can access the database. You don't need the web ui or the mailgate to work just fine. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kfh at mqsoftware.com Thu Jan 8 21:07:07 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 8 Jan 2004 20:07:07 -0600 Subject: [rt-devel] RE: [rt-users] RTFM 2.0.3RC1 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E1@mailservermn.mqsoftware.com> That fixed the download for me. Unfortunately, it didn't fix the graph problem for me. Did it for anyone else that was having problems??? Thanks, Kelly > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Thursday, January 08, 2004 7:57 PM > To: Kelly F. Hickel > Cc: Jason Taylor; rt-devel at fsck.com; rt-users at fsck.com > Subject: Re: [rt-devel] RE: [rt-users] RTFM 2.0.3RC1 > > > > > On Thu, Jan 08, 2004 at 07:24:05PM -0600, Kelly F. Hickel wrote: > > Me too. > > > > > -----Original Message----- > > > From: Jason Taylor [mailto:jtaylor at bastyr.edu] > > > Sent: Thursday, January 08, 2004 6:23 PM > > > To: Jesse Vincent > > > Cc: rt-devel at fsck.com; rt-users at fsck.com > > > Subject: Re: [rt-users] RTFM 2.0.3RC1 > > > > > > I'm getting a 403 error when trying to download. I tried a few other > > > random files from the same location and they are downloadable. > > That would be because I messed up the file permissions. Give it another > shot. > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kfh at mqsoftware.com Thu Jan 8 21:07:35 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 8 Jan 2004 20:07:35 -0600 Subject: [rt-users] New Statistics package attached Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E2@mailservermn.mqsoftware.com> Not as near as I can tell, at least the RTFM 2.0.3RC1 didn't fix it for me. -Kelly -----Original Message----- From: AJ [mailto:rt at musefoundry.com] Sent: Thursday, January 08, 2004 6:04 PM To: Kelly F. Hickel; rt-users at lists.fsck.com Subject: RE: [rt-users] New Statistics package attached Could the graph problem be related to the extra blank line that RTFM creates at the top? _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kelly F. Hickel Sent: Thursday, January 08, 2004 5:16 PM To: rt-users at lists.fsck.com Subject: [rt-users] New Statistics package attached Attached is a new version of the Statistics3 package, I fixed a couple of bugs (at least things that didn't work on my system), and cleaned some things up. You can now customize the initial display of the reports by editing lib/Statistics.pm. The only install change to note, is that instead of untarring from the html directory (/opt/rt3/local/html for redhat users), you should untar from it's parent, as now the package contains a file for the local lib directory as well as the html directory. If you're currently using Statistics3, I strongly advise you to back up html/Statistics BEFORE UNTARRING THIS, as this has only been tested by me, on one system, but I think it's in pretty good shape, overall. Note that this doesn't solve the problem where the graphs don't display, I believe that I've tracked this down to some strange interaction between Mason and GD (see my earlier email for details), and I know squat about Mason. If some kind sole would figure that out, I would be highly appreciative, and would fix all the graphs and re-issue this package again. Also, please note that Harald (the original Statistics author) knows nothing about this, as I haven't been able to get in touch with him, so Jesse, you might want to distinguish between the two kits in the Contrib download section, at least until more people have tried this out. Let me know how it goes! Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Jan 8 21:12:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 21:12:39 -0500 Subject: [rt-devel] RE: [rt-users] RTFM 2.0.3RC1 In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E1@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E1@mailservermn.mqsoftware.com> Message-ID: <20040109021239.GK11393@fsck.com> On Thu, Jan 08, 2004 at 08:07:07PM -0600, Kelly F. Hickel wrote: > That fixed the download for me. > > Unfortunately, it didn't fix the graph problem for me. Did it for > anyone else that was having problems??? Can you verify that the CLI works for you? > Thanks, > Kelly > -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kfh at mqsoftware.com Thu Jan 8 21:22:13 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Thu, 8 Jan 2004 20:22:13 -0600 Subject: [rt-devel] RE: [rt-users] RTFM 2.0.3RC1 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0E3@mailservermn.mqsoftware.com> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > On Thu, Jan 08, 2004 at 08:07:07PM -0600, Kelly F. Hickel wrote: > > That fixed the download for me. > > > > Unfortunately, it didn't fix the graph problem for me. Did it for > > anyone else that was having problems??? > > Can you verify that the CLI works for you? I've never looked at any CLI commands, if you have a simple one you can give me, I'm happy to run it to see. > > > Thanks, > > Kelly > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt at musefoundry.com Thu Jan 8 21:43:24 2004 From: rt at musefoundry.com (AJ) Date: Thu, 8 Jan 2004 21:43:24 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done In-Reply-To: Message-ID: Actually, perhaps someone out there can help, but I remember SOMEWHERE I read that having a short refresh can cause bad things to happen... Okay, here it is: http://lists.fsck.com/pipermail/rt-devel/2001-March/000953.html http://lists.fsck.com/pipermail/rt-devel/2001-March/001030.html is later but same thread Its an old one from someone with a similar problem of apache and spawning two processes. It might help. Have you tried log=/mysqld.log in the my.cnf. Perhaps that will give you more info. Also, if you are using a binary dist of redhat, there is a 'support-files' directory in there with sample my.cnf files for small, medium, large, and huge dbs.. Grab one, copy it to wherever it needs to be and rename it to my.cnf and see what happens. :) Back up your existing one. Last but not least set MaxClients in the httpd.conf to something low and set MaxRequestsPerChild to 200 or so.. Don't give apache enough time to run up mysql -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Frank Saxton Sent: Thursday, January 08, 2004 8:37 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Thanks ben! I am running apache-1.3.27-4 Set the wait timeout to 300. If that's still too short, I can increase it. And yes, I am the only one running RT and I have just one session logged in. I have refresh set to very 2 minutes. Apache appears to be running very well. I have a couple of other applications that use it and I'm not seeing any problems (that's not to say that there might not be possible configuration setting improvements) Server-status follows: Server Version: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_python/2.7.8 Python/1.5.2 mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 mod_perl/1.26 mod_throttle/3.1.2 Server Built: Dec 10 2003 05:05:00 ---------- Current Time: Thursday, 08-Jan-2004 17:33:01 PST Restart Time: Thursday, 08-Jan-2004 17:25:21 PST Parent Server Generation: 0 Server uptime: 7 minutes 40 seconds Total accesses: 15 - Total Traffic: 67 kB CPU Usage: u2.88 s.18 cu0 cs0 - .665% CPU load .0326 requests/sec - 149 B/second - 4573 B/request 1 requests currently being processed, 7 idle servers _______W........................................................ Srv PID Acc M CPU SS Req Conn Child Slot Client VHost Request 0-0 10525 0/2/2 _ 0.50 458 489 0.0 0.00 0.00 216.99.212.113 rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 1-0 10526 0/2/2 _ 0.50 141 21 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 2-0 10527 0/2/2 _ 0.11 458 0 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /server-status HTTP/1.1 3-0 10528 0/2/2 _ 0.85 8 1566 0.0 0.02 0.02 216.99.212.113 rt.vigilancemonitoring.com GET /rt/Ticket/Display.html?id=8 HTTP/1.1 4-0 10529 0/2/2 _ 0.50 7 21 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 5-0 10530 0/2/2 _ 0.49 4 397 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 6-0 10531 0/2/2 _ 0.11 268 112 0.0 0.01 0.01 216.99.212.113 rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 7-0 10532 0/1/1 W 0.00 233 0 0.0 0.00 0.00 216.99.212.113 rt.vigilancemonitoring.com GET /server-status HTTP/1.1 cache type: DBM, maximum size: unlimited current sessions: 1, current size: 152 bytes average session size: 152 bytes ---------- Apache/1.3.27 Server at rt.vigilancemonitoring.com Port 443 _______________________________________________ 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 frankie at easyrider.com Thu Jan 8 22:06:49 2004 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 08 Jan 2004 19:06:49 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Message-ID: <5.2.0.9.0.20040108185122.03841f50@wheresmymailserver.com> A.J., Yes, the problem the Author describes in that thread is exactly the problem I am having (2 mysqld threads being created for every "click"). It wasn't clear to me in the discussion that any solution or possible solutions were proposed. I do not have any sample my.cnf files on my system so I am flying by the seat of my pants with some assistance from Ben :) Mysqld logging has already been implemented but nothing interesting is being logged. Perhaps there is a way to set a higher debug level of logging? httpd MaxClients is set to 150 httpd MaxRequestsPerChild was set to 1000. Lowered it to 200 at your suggestion. I don;t know that I am getting anywhere near either of those numbers. From jesse at bestpractical.com Thu Jan 8 22:09:57 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jan 2004 22:09:57 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done In-Reply-To: <5.2.0.9.0.20040108185122.03841f50@wheresmymailserver.com> References: <5.2.0.9.0.20040108185122.03841f50@wheresmymailserver.com> Message-ID: <20040109030957.GL11393@fsck.com> On Thu, Jan 08, 2004 at 07:06:49PM -0800, Frank Saxton wrote: > A.J., > > Yes, the problem the Author describes in that thread is exactly the problem > I am having (2 mysqld threads being created for every "click"). It wasn't > clear to me in the discussion that any solution or possible solutions were > proposed. This sounds like your Apache::DBI isn't recycling connections correctly. It may be worth disabling Apache::DBI for testing. Not sure if that will help or hurt you. 2 processes for each click makes perfect sense in that case as for each click your browser is downloading the page you asked for and RT's CSS page. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From frankie at easyrider.com Thu Jan 8 22:22:22 2004 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 08 Jan 2004 19:22:22 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done In-Reply-To: <20040109030957.GL11393@fsck.com> References: <5.2.0.9.0.20040108185122.03841f50@wheresmymailserver.com> <5.2.0.9.0.20040108185122.03841f50@wheresmymailserver.com> Message-ID: <5.2.0.9.0.20040108192012.03807c00@mail.aracnet.com> I presume you mean commenting out as so: # Perl handler for RT Alias /rt/ "/opt/rt3/share/html/" Alias /rt "/opt/rt3/share/html/" AddDefaultCharset UTF-8 # PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason # Tried that and httpd died after restarting At 10:09 PM 1/8/2004 -0500, you wrote: >On Thu, Jan 08, 2004 at 07:06:49PM -0800, Frank Saxton wrote: > > A.J., > > > > Yes, the problem the Author describes in that thread is exactly the > problem > > I am having (2 mysqld threads being created for every "click"). It wasn't > > clear to me in the discussion that any solution or possible solutions were > > proposed. > >This sounds like your Apache::DBI isn't recycling connections correctly. >It may be worth disabling Apache::DBI for testing. Not sure if that will >help or hurt you. >2 processes for each click makes perfect sense in that case as for each >click your browser is downloading the page you asked for and RT's CSS >page. > >-- >http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From myqu at hotmail.com Fri Jan 9 01:57:09 2004 From: myqu at hotmail.com (Ada Hui) Date: Fri, 09 Jan 2004 06:57:09 +0000 Subject: [rt-users] How to work with Statistics3 Message-ID: Dear all, I have all the following installed and my GD::Graph seems work (under the testing). Graph still not showed in Statistics3. httpd-2.0.40-21 mod_perl-1.99_07-5 gd-1.8.4-11 gd-devel-1.8.4-11 libpng-1.2.2-16 freetype-2.1.3-6 libjpeg-6b-26 zlib-1.1.4-8 GD-2.11 GDGraph-1.43 Any other clues? Thanks. Best Regards, Ada _________________________________________________________________ Get 10Mb extra storage for MSN Hotmail. Subscribe Now! http://join.msn.com/?pgmarket=en-hk From jean-pierre.forcioli at cyber-networks.fr Fri Jan 9 02:24:42 2004 From: jean-pierre.forcioli at cyber-networks.fr (Jean-Pierre FORCIOLI) Date: Fri, 09 Jan 2004 08:24:42 +0100 Subject: [rt-users] Can't create template for a specific queue... In-Reply-To: <3FFDC323.30406@vintela.com> References: <3FFDC323.30406@vintela.com> Message-ID: Hi, I've just finished a fresh install of RT 3.0.8 with MySQL 4.0.17/Apache 1.3.29. I've already a production platform with RT 3.0.7/MySQL 4.0.17/Apache 1.3.29. On both installations, I can't create anymore templates for a specific queue. I obtain the following error message : "Trying to check RT::Queue rights for an unspecified RT::Queue at /usr/local/rt3/lib/RT/Principal_Overlay.pm" Please can someone make the very simple following test : Configuration -> Queues -> "select a queue" -> Templates -> New template Does it work ? Then try : Configuration -> Global -> Templates -> New template It should work. Regards. Jean-Pierre FORCIOLI. From scott at xs4all.net Fri Jan 9 03:48:40 2004 From: scott at xs4all.net (Scott A. McIntyre) Date: Fri, 09 Jan 2004 09:48:40 +0100 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done In-Reply-To: <002401c3d648$ac5448a0$44b3dfaa@cinergi> References: <5.2.0.9.0.20040108134231.0387d648@wheresmymailserver.com> <002401c3d648$ac5448a0$44b3dfaa@cinergi> Message-ID: <2147483647.1073641720@vla.gotsiedikkie.nl> --On Thursday, January 08, 2004 19:36 -0500 Ben Goodwin wrote: > Each httpd process will open a MySQL connection .. though MySQL should > have no problem going over 14 with the default config. In any case to > set your default timeout (I suggest this for an application I wrote, too) > use the following in /etc/my.cnf: > Maybe I'm looking at the wrong thing, and perhaps this behaviour you talk of is mostly for RT3 (We're still on RT2), but I only ever see one rt_user session logged in to MySQL, regardless of how busy my Apache is. "mysqladmin -v proc" is what I do to verify this. When the system is idle, I only see: | 6806 | rt_user | localhost | rt2 | Sleep | 0 | | | But the number of processes is never greater than one for the rt_user. Perhaps I'm confusing the mysql threads and processes with unix processes (there being 13 mysqld processes running)....I'm not much into databases. If there's something definitely wrong with what I'm seeing, that the mysqladmin -v proc should report many rt_user queries when the system is "busy" then I'd like to hear about it so I can figure out what's not tuned properly. Thanks, Scott From panu at colorplaza.com Fri Jan 9 04:24:50 2004 From: panu at colorplaza.com (Panu) Date: Fri, 09 Jan 2004 10:24:50 +0100 Subject: [rt-users] RTFM is kind of working finally In-Reply-To: <20040109020755.477C5112AF@pallas.eruditorum.org> References: <20040109020755.477C5112AF@pallas.eruditorum.org> Message-ID: <3FFE7362.6070809@colorplaza.com> After a bit of a struggle with the installation I kind of managed to get RTFM to install. I can create classes, custom fields etc. There's something not working (extract ticket to a singletext-custom field is not working as explained in the manual. Messagebody is not visible in the textfield after I click "create".) I was wondering if the install wasn't successfull after all. Is it normal that the make install asks for db root password twice, but exists right after I press enter for the second question? I was hoping for a "RTFM is now successfully installed" or something, I only got the prompt right after. Now I'm not sure if my problem is just a bad install or something else. thank you for your assistance. Panu From elacour at easter-eggs.com Fri Jan 9 06:05:07 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 9 Jan 2004 12:05:07 +0100 Subject: [rt-users] Error when showing a ticket Message-ID: <20040109110507.GF3941@easter-eggs.com> Hi, Thanks for RT, everything si working fine (slowly, but fine) for me. I just want to notice this error I get when showing a ticket (all the content), it appears just for one ticket... Error content attached to this mail. -- 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 -------------- next part -------------- *System error* *error:* Insecure dependency in eval while running setgid at /home/rt/perl/lib/5.8.2/Locale/Maketext/Guts.pm line 247. *context:* *...* *243:* unshift @code, "use strict; sub {\n"; *244:* push @code, "}\n"; *245:* *246:* print @code if DEBUG; *247:* my $sub = eval(join '', @code); *248:* die "$@ while evalling" . join('', @code) if $@; # Should be impossible. *249:* return $sub; *250:* } *251:* *...* *code stack:* /home/rt/perl/lib/5.8.2/Locale/Maketext/Guts.pm:247 g /home/rt/perl/lib/5.8.2/Locale/Maketext.pm:188 g /home/rt/rt/lib/RT/CurrentUser.pm:360 g /home/rt/rt/lib/RT/Interface/Web.pm:215 g /home/rt/rt/share/html/Ticket/Elements/ShowTransaction:97 g /home/rt/rt/share/html/Ticket/Elements/ShowHistory:65 g /home/rt/rt/share/html/Ticket/Display.html:37 g /home/rt/rt/share/html/autohandler:189 g raw error <#raw> Insecure dependency in eval while running setgid at /home/rt/perl/lib/5.8.2/Locale/Maketext/Guts.pm line 247. Trace begun at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Insecure dependency in eval while running setgid at /home/rt/perl/lib/5.8.2/Locale/Maketext/Guts.pm line 247.^J') called at /home/rt/perl/lib/5.8.2/Locale/Maketext/Guts.pm line 247 Locale::Maketext::_compile('RT::I18N::fr=HASH(0x95274a4)', '[_1]k') called at /home/rt/perl/lib/5.8.2/Locale/Maketext.pm line 188 Locale::Maketext::maketext(undef, undef, 1.1) called at /home/rt/rt/lib/RT/CurrentUser.pm line 360 RT::CurrentUser::loc('RT::CurrentUser=HASH(0x962a264)', '[_1]k', 1.1) called at /home/rt/rt/lib/RT/Interface/Web.pm line 215 HTML::Mason::Commands::loc('[_1]k', 1.1) called at /home/rt/rt/share/html/Ticket/Elements/ShowTransaction line 97 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Transaction', 'RT::Transaction=HASH(0x9617ecc)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 4, 'ShowTitleBarCommands', 1, 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'ShowHeaders', undef, 'Collapsed', undef) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92fad20)', 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Transaction', 'RT::Transaction=HASH(0x9617ecc)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 4, 'ShowTitleBarCommands', 1, 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'ShowHeaders', undef, 'Collapsed', undef) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1074 eval {...}('HTML::Mason::Component::FileBased=HASH(0x92fad20)', 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Transaction', 'RT::Transaction=HASH(0x9617ecc)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 4, 'ShowTitleBarCommands', 1, 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'ShowHeaders', undef, 'Collapsed', undef) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Transaction', 'RT::Transaction=HASH(0x9617ecc)', 'ShowHeaders', undef, 'Collapsed', undef, 'RowNum', 4, 'ShowTitleBarCommands', 1, 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'ShowHeaders', undef, 'Collapsed', undef) called at /home/rt/rt/share/html/Ticket/Elements/ShowHistory line 65 HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Collapsed', undef, 'ShowHeaders', undef) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92cf8fc)', 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Collapsed', undef, 'ShowHeaders', undef) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1074 eval {...}('HTML::Mason::Component::FileBased=HASH(0x92cf8fc)', 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Collapsed', undef, 'ShowHeaders', undef) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Ticket', 'RT::Ticket=HASH(0x9517a18)', 'Collapsed', undef, 'ShowHeaders', undef) called at /home/rt/rt/share/html/Ticket/Display.html line 37 HTML::Mason::Commands::__ANON__('id', 27, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x929f070)', 'id', 27, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1074 eval {...}('HTML::Mason::Component::FileBased=HASH(0x929f070)', 'id', 27, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'id', 27, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x92e0844)', 'id', 27) called at /home/rt/rt/share/html/autohandler line 189 HTML::Mason::Commands::__ANON__('id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9034ffc)', 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1074 eval {...}('HTML::Mason::Component::FileBased=HASH(0x9034ffc)', 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 340 eval {...}(undef, undef, undef, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 340 eval {...}(undef, undef, undef, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x92e0844)') called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/Interp.pm line 207 HTML::Mason::Interp::exec(undef, undef, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm line 89 eval {...}(undef, undef, 'id', 27) called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm line 89 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8f47b38)', 'HASH(0x9569c68)') called at /home/rt/perl/lib/site_perl/5.8.2/HTML/Mason/CGIHandler.pm line 72 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x8f47b38)', 'CGI::Fast=HASH(0x92bdfb8)') called at /home/rt/rt/bin/mason_handler.fcgi line 54 eval {...}('HTML::Mason::CGIHandler=HASH(0x8f47b38)', 'CGI::Fast=HASH(0x92bdfb8)') called at /home/rt/rt/bin/mason_handler.fcgi line 54 From J.Ritschmann at tiscon.com Fri Jan 9 06:30:06 2004 From: J.Ritschmann at tiscon.com (Joachim Ritschmann) Date: Fri, 9 Jan 2004 12:30:06 +0100 Subject: [rt-users] Upgrading from RT2 to RT3 Message-ID: <410A796D112A3643B11B633E8739E11C4C1203@extis.tiscon.com> Greetings, On my Linux box there are 4 separated installations of RT2 running, now we want to get them all together into one installation of RT3. The installation went well, but now there are some problems with the details. (Murphy's allways watching us ;-) ) 1) For some "special" users, I created a submit form with some mandatory fields outside of RT. The submitted data are passed to a PERL script and I want to create the ticket via a system call of the CLI. This worked fine with RT2, now I want to change the system call. I can create tickets, add a priority, a subject and define the queue where the tickets shall live, but how do I add attachments)? 2) When I try to execute "/opt/rt3/bin/rt create -t ticket" an empty ticket is created, and everything looks good: "RT/3.0.6 200 OK" (RTDEBUG=3 is set) But the the bottom line tells me: "malformed RT response from host" 3) When I shut down Apache and have a look at the error.log there are entries telling me: Child xxxx still did not exist. Child xxxx+1 still did not exist. Child xxxx+2 still did not exist. Child xxxx+3 still did not exist. Depending on how many spare servers I define in my httpd.conf But everything seems to work fine, so how do I have to take care? Configuration: - SuSSE Linux 9.0 - Apache 1.3.27 - mod_perl 1.27 - RT 3.0.8 - RTFM 2.0.2 Any clues? Thanks in advance. Ritschi From ritu at netcore.co.in Fri Jan 9 07:30:38 2004 From: ritu at netcore.co.in (Ritu Khetan) Date: Fri, 09 Jan 2004 18:00:38 +0530 Subject: [rt-users] HTML mail in RT Message-ID: <1073651438.16608.1.camel@efv2.netcore.co.in> Hello all, How do I ensure that mails sent in html format appear as html not as html source in RT. I have some mails sent by my clients in HTML which show up as html source making readability difficult. Need urgent response. Regards, Ritu -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Fri Jan 9 07:46:15 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 09 Jan 2004 15:46:15 +0300 Subject: [rt-users] HTML mail in RT In-Reply-To: <1073651438.16608.1.camel@efv2.netcore.co.in> References: <1073651438.16608.1.camel@efv2.netcore.co.in> Message-ID: <3FFEA297.5060605@acronis.ru> Ritu Khetan wrote: > Hello all, > > How do I ensure that mails sent in html format appear as html not as > html source in RT. I have some mails sent by my clients in HTML which > show up as html source making readability difficult. > > Need urgent response. Search in archives. This is realy FAQ here. Different solutions have been posted. > > Regards, > Ritu > From mixo at coza.net.za Fri Jan 9 07:47:50 2004 From: mixo at coza.net.za (mixo) Date: Fri, 09 Jan 2004 14:47:50 +0200 Subject: [rt-users] importing tickets into pg (rt3) Message-ID: <3FFEA2F6.3090601@coza.net.za> For tickets with content encoding set to 'none' (missing from headers) the ticket attachment is not inserted into the database. I get the following error: +++++++++++ (/opt/rt3/lib/RT.pm:247) [Fri Jan 9 10:40:52 2004] [warning]: Couldn't create attachment HASH(0x8d7d1d4) $VAR1 = { 'Subject' => '', 'ContentType' => 'text/html', 'Created' => '2001-07-24 12:21:36+00', 'Headers' => 'Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable ', 'ContentEncoding' => 'none', 'Content' => ' +++++++++++ Most of these attachments are in fact 'html'. Is there a way around this? From ben at atomicmatrix.net Fri Jan 9 07:53:48 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 9 Jan 2004 07:53:48 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes everytime something is done References: <5.2.0.9.0.20040108134231.0387d648@wheresmymailserver.com><002401c3d648$ac5448a0$44b3dfaa@cinergi> <2147483647.1073641720@vla.gotsiedikkie.nl> Message-ID: <001101c3d6af$a046a0f0$9a4cb784@cinergi> I assumed mod_perl in this case. I'm guessing that fastcgi or speedycgi won't open multiple connections as they're piped through a single daemon? Are you using fast/speedy cgi? -=| Ben ----- Original Message ----- From: "Scott A. McIntyre" To: "Ben Goodwin" ; Sent: Friday, January 09, 2004 3:48 AM Subject: Re: [rt-users] RT3 is spawning 2 additional processes everytime something is done > > > --On Thursday, January 08, 2004 19:36 -0500 Ben Goodwin > wrote: > > > Each httpd process will open a MySQL connection .. though MySQL should > > have no problem going over 14 with the default config. In any case to > > set your default timeout (I suggest this for an application I wrote, too) > > use the following in /etc/my.cnf: > > > > Maybe I'm looking at the wrong thing, and perhaps this behaviour you talk > of is mostly for RT3 (We're still on RT2), but I only ever see one rt_user > session logged in to MySQL, regardless of how busy my Apache is. > > "mysqladmin -v proc" is what I do to verify this. When the system is idle, > I only see: > > | 6806 | rt_user | localhost | rt2 | Sleep | 0 | | > | > > But the number of processes is never greater than one for the rt_user. > Perhaps I'm confusing the mysql threads and processes with unix processes > (there being 13 mysqld processes running)....I'm not much into databases. > > If there's something definitely wrong with what I'm seeing, that the > mysqladmin -v proc should report many rt_user queries when the system is > "busy" then I'd like to hear about it so I can figure out what's not tuned > properly. > From ben at atomicmatrix.net Fri Jan 9 08:21:42 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 9 Jan 2004 08:21:42 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done References: <5.2.0.9.0.20040108172029.038f4998@wheresmymailserver.com> Message-ID: <005301c3d6b3$8609b8e0$9a4cb784@cinergi> Nothing unusual in your apache status. Same type of thing I see. I do notice that my RT requests 'round robin' between 2 sets of apache processes like yours do. I'm not sure why it does that (perhaps it's by design, but I thought HTTP keepalive would keep you hitting the same servers). You should have 7 or 8 MySQL processes in 'sleep' for that apache status you sent. The MySQL timeout should help, as would the apache config changes others have emailed about. When you say 'the RT web connection dies' (when you hit 14 mysql procs), what does that mean, exactly? What message do you get and/or what happens? Perhaps we're barking up the wrong tree... -=| Ben ----- Original Message ----- From: "Frank Saxton" To: Sent: Thursday, January 08, 2004 8:36 PM Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done > Thanks ben! > > I am running apache-1.3.27-4 > > Set the wait timeout to 300. If that's still too short, I can increase it. > > And yes, I am the only one running RT and I have just one session logged > in. I have refresh set to very 2 minutes. > > Apache appears to be running very well. I have a couple of other > applications that use it and I'm not seeing any problems (that's not to say > that there might not be possible configuration setting improvements) > > Server-status follows: > > Server Version: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_python/2.7.8 > Python/1.5.2 mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 > mod_perl/1.26 mod_throttle/3.1.2 > Server Built: Dec 10 2003 05:05:00 > > ---------- > Current Time: Thursday, 08-Jan-2004 17:33:01 PST > Restart Time: Thursday, 08-Jan-2004 17:25:21 PST > Parent Server Generation: 0 > Server uptime: 7 minutes 40 seconds > Total accesses: 15 - Total Traffic: 67 kB > CPU Usage: u2.88 s.18 cu0 cs0 - .665% CPU load > .0326 requests/sec - 149 B/second - 4573 B/request > 1 requests currently being processed, 7 idle servers > _______W........................................................ > > > Srv PID Acc M CPU SS Req Conn Child Slot Client VHost Request > 0-0 10525 0/2/2 _ 0.50 458 489 0.0 0.00 0.00 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 > 1-0 10526 0/2/2 _ 0.50 141 21 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 > 2-0 10527 0/2/2 _ 0.11 458 0 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /server-status HTTP/1.1 > 3-0 10528 0/2/2 _ 0.85 8 1566 0.0 0.02 0.02 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/Ticket/Display.html?id=8 HTTP/1.1 > 4-0 10529 0/2/2 _ 0.50 7 21 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 > 5-0 10530 0/2/2 _ 0.49 4 397 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 > 6-0 10531 0/2/2 _ 0.11 268 112 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 > 7-0 10532 0/1/1 W 0.00 233 0 0.0 0.00 0.00 216.99.212.113 > rt.vigilancemonitoring.com GET /server-status HTTP/1.1 > > cache type: DBM, maximum size: unlimited > current sessions: 1, current size: 152 bytes > average session size: 152 bytes > > ---------- > Apache/1.3.27 Server at rt.vigilancemonitoring.com Port 443 > > _______________________________________________ > 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 kfh at mqsoftware.com Fri Jan 9 09:40:43 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 08:40:43 -0600 Subject: [rt-devel] RE: [rt-users] RTFM 2.0.3RC1 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0EC@mailservermn.mqsoftware.com> Doesn't look like it. I tried "rt list users" and it told me malformed response, so I set RTDEBUG=3 and reran. The output is below. Is it possible that the RTFM "make upgrade" didn't do something? I didn't find any way to determine the RTFM version. POST http://starbug.mqsoftware.com/rt3/REST/1.0/search/ticket Content-Length: 263 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="orderby" --xYzZY Content-Disposition: form-data; name="query" users --xYzZY Content-Disposition: form-data; name="user" xxx --xYzZY Content-Disposition: form-data; name="pass" xxxxxx --xYzZY-- HTTP/1.1 200 OK Cache-Control: no-cache, no-store Connection: close Date: Fri, 09 Jan 2004 14:37:44 GMT Pragma: no-cache Server: Apache/1.3.27 (Unix) mod_perl/1.27 Content-Type: text/plain; charset=UTF-8 Client-Date: Fri, 09 Jan 2004 14:37:46 GMT Client-Peer: 127.0.0.1:80 Client-Response-Num: 1 Client-Transfer-Encoding: chunked Set-Cookie: RT_SID_mqsoftware.com.80=5b84c66a12a9a3c632a480ba7de0a74e; path=/ RT/3.0.8 200 Ok 1: Test Ticket #1 2: FW: new ticket 3: IT Ticket 4: [mqsoftware.com: 3] 5: test of mail creation of ticket in developer queue..... 6: help I can't see my monitor 7: email doesn't work 8: hard drive making noise 9: A problem ticket for a developer to handle 10: This is a bug support problem 11: 12: kelly's test ticket 13: test2 14: test 3 15: test 18: this is a test #1 19: This is another test 20: this is a third test 21: this is a fourth test 22: This is a fifth test rt: Malformed RT response from http://starbug.mqsoftware.com/rt3. Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Thursday, January 08, 2004 8:13 PM > To: Kelly F. Hickel > Cc: Jason Taylor; rt-devel at fsck.com; rt-users at fsck.com > Subject: Re: [rt-devel] RE: [rt-users] RTFM 2.0.3RC1 > > > > > On Thu, Jan 08, 2004 at 08:07:07PM -0600, Kelly F. Hickel wrote: > > That fixed the download for me. > > > > Unfortunately, it didn't fix the graph problem for me. Did it for > > anyone else that was having problems??? > > Can you verify that the CLI works for you? > > > Thanks, > > Kelly > > > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From benjamin at oitsec.umn.edu Fri Jan 9 09:54:10 2004 From: benjamin at oitsec.umn.edu (Ben Allen) Date: Fri, 09 Jan 2004 08:54:10 -0600 Subject: [rt-users] RTFM 2.0.3RC1 In-Reply-To: <20040109000846.GH11393@fsck.com> References: <20040109000846.GH11393@fsck.com> Message-ID: <3FFEC092.6030100@oitsec.umn.edu> The original RT-3.0.8 CLI works for me now. Thank you!! Jesse Vincent wrote: > Is now available from > > http://download.bestpractical.com/pub/rt/devel/ > > It should fix the bug that was causing the CLI and Statistics graphs to > break. The previous fix was being undone by our license-tagging tool. > > I'd like to hear success/failure reports > > -- ====================================================================== Benjamin Allen benjamin at oitsec.umn.edu U of MN - OIT 612-625-7885 I try to take one day at a time, but sometimes several days attack me at once. -- Ashleigh Brilliant From m-liebman at northwestern.edu Fri Jan 9 11:28:10 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 9 Jan 2004 11:28:10 -0500 Subject: [rt-users] How to work with Statistics3 In-Reply-To: References: Message-ID: <20040109162810.GA21385@SDF.LONESTAR.ORG> On Fri, Jan 09, 2004 at 06:57:09AM +0000, Ada Hui wrote: > Dear all, > > I have all the following installed and my GD::Graph seems work (under the > testing). Graph still not showed in Statistics3. > > httpd-2.0.40-21 > mod_perl-1.99_07-5 > gd-1.8.4-11 > gd-devel-1.8.4-11 You need gd >= 2.0.15. Please read the README that comes with the statistics package. Also, If you are using a Redhat compiled mod_perl RPM, the one you have is severely broken. 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 elacour at easter-eggs.com Fri Jan 9 11:33:47 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Fri, 9 Jan 2004 17:33:47 +0100 Subject: [rt-users] Error when showing a ticket In-Reply-To: <20040109110507.GF3941@easter-eggs.com> References: <20040109110507.GF3941@easter-eggs.com> Message-ID: <20040109163347.GM3941@easter-eggs.com> On Fri, Jan 09, 2004 at 12:05:07PM +0100, Emmanuel Lacour wrote: > > Hi, > > > Thanks for RT, everything si working fine (slowly, but fine) for me. I > just want to notice this error I get when showing a ticket (all the > content), it appears just for one ticket... > I switched from fastcgi to mod_perl and I no longer have this error... -- 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 Travis_Niedens at redlands.edu Fri Jan 9 11:34:42 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Fri, 9 Jan 2004 08:34:42 -0800 Subject: [rt-users] Windows Port issues Message-ID: <30D0F22BE0464E4F98580F12FD65D7A834370F@exch.redlands.edu> Finally got email out to work but have discovered that CC's don't get email sent to them. Anyone else have this issue as well ? Also, I noticed that attachments don't work, always get 404 errors. Anyone on the list solved this one? Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 From murple at murple.net Fri Jan 9 11:41:26 2004 From: murple at murple.net (Craig Schenk) Date: Fri, 09 Jan 2004 11:41:26 -0500 (EST) Subject: [rt-users] RE: Cc broken in 3.0.6 In-Reply-To: Message-ID: > I think you haven't solve your problem. This is good report. I'll try to > reproduce it today tonight and may be solve. > I was ill for days so don't have ability to do anything at all. > Good luck. Ruslan. Any luck in reproducing/correcting the bug I'm having with the Cc field not being sent to? From kfh at mqsoftware.com Fri Jan 9 12:38:43 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 11:38:43 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0F6@mailservermn.mqsoftware.com> I'm at gd-2.0.15-1 and gd-devel-2.0.15-1 with the same problems. I think I'm on to something, although I can't see how this ever worked. The Elements/Chart script seems to render the bits that make up the .png image right in the stream with HTML, so if you save the location from a browser, the .png is invalid, but if you look at the end of the file, you'll see a bunch of HTML. If you comment out the $m->print at the top of Chart, and the $r->content_type call, you'll get an html page. So somehow we have to get the image separated from the html...... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Michael S. Liebman [mailto:m-liebman at northwestern.edu] > Sent: Friday, January 09, 2004 10:28 AM > To: Ada Hui > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] How to work with Statistics3 > > On Fri, Jan 09, 2004 at 06:57:09AM +0000, Ada Hui wrote: > > Dear all, > > > > I have all the following installed and my GD::Graph seems work (under > the > > testing). Graph still not showed in Statistics3. > > > > httpd-2.0.40-21 > > mod_perl-1.99_07-5 > > gd-1.8.4-11 > > gd-devel-1.8.4-11 > > You need gd >= 2.0.15. Please read the README that comes with the > statistics package. > > Also, If you are using a Redhat compiled mod_perl RPM, the one you > have is severely broken. > > 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 kfh at mqsoftware.com Fri Jan 9 12:49:16 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 11:49:16 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0F7@mailservermn.mqsoftware.com> OK, my bad ( a little ). In trying to debug the graphics stuff, I removed the $m->abort() from the top of the file. This appears to be required to make mason stop processing the rest of the file, because if it does, html will be produced, even if that's the end of the directives. When I put the abort back in, I get a png file with an initial blank line, which makes it unreadable. So, the upshot seems to be that the RTFM that was put out last night still didn't fix the blank line problem for me. I'm going to try uninstalling RTFM and reinstalling the release from last night. Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Kelly F. Hickel > Sent: Friday, January 09, 2004 11:39 AM > To: m-liebman at northwestern.edu; Ada Hui > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > I'm at gd-2.0.15-1 and gd-devel-2.0.15-1 with the same problems. > > I think I'm on to something, although I can't see how this ever worked. > The Elements/Chart script seems to render the bits that make up the .png > image right in the stream with HTML, so if you save the location from a > browser, the .png is invalid, but if you look at the end of the file, > you'll see a bunch of HTML. If you comment out the $m->print at the top > of Chart, and the $r->content_type call, you'll get an html page. > > So somehow we have to get the image separated from the html...... > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > -----Original Message----- > > From: Michael S. Liebman [mailto:m-liebman at northwestern.edu] > > Sent: Friday, January 09, 2004 10:28 AM > > To: Ada Hui > > Cc: rt-users at lists.fsck.com > > Subject: Re: [rt-users] How to work with Statistics3 > > > > On Fri, Jan 09, 2004 at 06:57:09AM +0000, Ada Hui wrote: > > > Dear all, > > > > > > I have all the following installed and my GD::Graph seems work > (under > > the > > > testing). Graph still not showed in Statistics3. > > > > > > httpd-2.0.40-21 > > > mod_perl-1.99_07-5 > > > gd-1.8.4-11 > > > gd-devel-1.8.4-11 > > > > You need gd >= 2.0.15. Please read the README that comes with the > > statistics package. > > > > Also, If you are using a Redhat compiled mod_perl RPM, the one you > > have is severely broken. > > > > 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 Michael.Frazer at InterCept.Net Fri Jan 9 13:41:08 2004 From: Michael.Frazer at InterCept.Net (Mike Frazer) Date: Fri, 9 Jan 2004 13:41:08 -0500 Subject: [rt-users] RT Bugfixes by release - where to find it? Message-ID: I've searched the archives to find a list of all the announcement messages that have gone out for 3.0.3 to 3.0.8 but I can't locate any of them for 3.0.6 and 3.0.7. Could someone point me to where I may be able to find this information? I'm researching the bugfixes to determine how helpful it would be for us to upgrade. We're currently on 3.0.2 and I don't like falling *too* far behind the curve. Almost everything seems to work fine for us aside from a few quirks in ticket searches and the inability to attach a file using Jumbo view (the standard reply form works fine for attachments), but I do know a number of bugs have been fixed since 3.0.2 so I'd like to find out how beneficial an upgrade would be. Thanks! -Mike From jesse at bestpractical.com Fri Jan 9 14:11:28 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Jan 2004 14:11:28 -0500 Subject: [rt-users] How to work with Statistics3 In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0F7@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0F7@mailservermn.mqsoftware.com> Message-ID: <20040109191128.GX11393@fsck.com> > So, the upshot seems to be that the RTFM that was put out last night > still didn't fix the blank line problem for me. I'm going to try > uninstalling RTFM and reinstalling the release from last night. That _sounds_ like you haven't flushed the mason cache of the RTFM pages. Especially since this fixes it for other peopl > > Kelly F. Hickel -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From kfh at mqsoftware.com Fri Jan 9 14:33:55 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 13:33:55 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0FB@mailservermn.mqsoftware.com> Could be. How would one do that? Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Friday, January 09, 2004 1:11 PM > To: Kelly F. Hickel > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] How to work with Statistics3 > > > > So, the upshot seems to be that the RTFM that was put out last night > > still didn't fix the blank line problem for me. I'm going to try > > uninstalling RTFM and reinstalling the release from last night. > > That _sounds_ like you haven't flushed the mason cache of the RTFM > pages. Especially since this fixes it for other peopl > > > > > Kelly F. Hickel > -- > http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt at musefoundry.com Fri Jan 9 14:46:09 2004 From: rt at musefoundry.com (AJ) Date: Fri, 9 Jan 2004 14:46:09 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done In-Reply-To: Message-ID: If you want to check out what mod_perl is doing in more detail: Make sure Apache::Status, Devel::Symdump, and B::Size perl modules are installed and then put this in your httpd.conf: PerlModule Devel::Symdump PerlModule B::TerseSize PerlModule Apache::Status SetHandler perl-script PerlHandler Apache::Status PerlSetVar StatusOptionsAll On I question whether the issue is actually the number of processes (mnysqld/httpd) or perhaps something lower level. What type of system are you running this on? CPU, Memory Have you looked in /var/log/messages (or it could be /var/log/syslog) and see if there are any actual system errors. Also, do a top on the box and watch it. Is it swapping a lot, using all available memory/shared memory? When RT crashes try logging into the db from the command line. With the rt_user and not the root user. If it really is a mysqld problem, it shouldn't let you log in. I have attached two sample my.cnf files from the mysql distribution -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Goodwin Sent: Friday, January 09, 2004 8:22 AM To: rt-users at lists.bestpractical.com; Frank Saxton Subject: Re: [rt-users] RT3 is spawning 2 additional processes every timesomething is done Nothing unusual in your apache status. Same type of thing I see. I do notice that my RT requests 'round robin' between 2 sets of apache processes like yours do. I'm not sure why it does that (perhaps it's by design, but I thought HTTP keepalive would keep you hitting the same servers). You should have 7 or 8 MySQL processes in 'sleep' for that apache status you sent. The MySQL timeout should help, as would the apache config changes others have emailed about. When you say 'the RT web connection dies' (when you hit 14 mysql procs), what does that mean, exactly? What message do you get and/or what happens? Perhaps we're barking up the wrong tree... -=| Ben ----- Original Message ----- From: "Frank Saxton" To: Sent: Thursday, January 08, 2004 8:36 PM Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done > Thanks ben! > > I am running apache-1.3.27-4 > > Set the wait timeout to 300. If that's still too short, I can increase it. > > And yes, I am the only one running RT and I have just one session logged > in. I have refresh set to very 2 minutes. > > Apache appears to be running very well. I have a couple of other > applications that use it and I'm not seeing any problems (that's not to say > that there might not be possible configuration setting improvements) > > Server-status follows: > > Server Version: Apache/1.3.27 (Unix) (Red-Hat/Linux) mod_python/2.7.8 > Python/1.5.2 mod_ssl/2.8.12 OpenSSL/0.9.6b DAV/1.0.3 PHP/4.1.2 > mod_perl/1.26 mod_throttle/3.1.2 > Server Built: Dec 10 2003 05:05:00 > > ---------- > Current Time: Thursday, 08-Jan-2004 17:33:01 PST > Restart Time: Thursday, 08-Jan-2004 17:25:21 PST > Parent Server Generation: 0 > Server uptime: 7 minutes 40 seconds > Total accesses: 15 - Total Traffic: 67 kB > CPU Usage: u2.88 s.18 cu0 cs0 - .665% CPU load > .0326 requests/sec - 149 B/second - 4573 B/request > 1 requests currently being processed, 7 idle servers > _______W........................................................ > > > Srv PID Acc M CPU SS Req Conn Child Slot Client VHost Request > 0-0 10525 0/2/2 _ 0.50 458 489 0.0 0.00 0.00 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 > 1-0 10526 0/2/2 _ 0.50 141 21 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 > 2-0 10527 0/2/2 _ 0.11 458 0 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /server-status HTTP/1.1 > 3-0 10528 0/2/2 _ 0.85 8 1566 0.0 0.02 0.02 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/Ticket/Display.html?id=8 HTTP/1.1 > 4-0 10529 0/2/2 _ 0.50 7 21 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 > 5-0 10530 0/2/2 _ 0.49 4 397 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/ HTTP/1.1 > 6-0 10531 0/2/2 _ 0.11 268 112 0.0 0.01 0.01 216.99.212.113 > rt.vigilancemonitoring.com GET /rt/NoAuth/webrt.css HTTP/1.1 > 7-0 10532 0/1/1 W 0.00 233 0 0.0 0.00 0.00 216.99.212.113 > rt.vigilancemonitoring.com GET /server-status HTTP/1.1 > > cache type: DBM, maximum size: unlimited > current sessions: 1, current size: 152 bytes > average session size: 152 bytes > > ---------- > Apache/1.3.27 Server at rt.vigilancemonitoring.com Port 443 > > _______________________________________________ > 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: my-small.cnf.sample Type: application/octet-stream Size: 2418 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: my-medium.cnf.sample Type: application/octet-stream Size: 4833 bytes Desc: not available URL: From frankie at easyrider.com Fri Jan 9 14:45:42 2004 From: frankie at easyrider.com (Frank Saxton) Date: Fri, 09 Jan 2004 11:45:42 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Message-ID: <5.2.0.9.0.20040109083726.0387d648@wheresmymailserver.com> Ben, By "dying", I mean that I lose my web connection to the RT GUI. I get the standard Apache "server problem, see your Administrator" page. After implementing the suggestions made here, mysqld seems to be holding at 8 connections and no further failures have been seen. I now have 2 RT sessions going and mysqld is still at 8 connections. This is good :) From rt at musefoundry.com Fri Jan 9 15:13:19 2004 From: rt at musefoundry.com (AJ) Date: Fri, 9 Jan 2004 15:13:19 -0500 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done In-Reply-To: Message-ID: That is good. So for everyone who may have been watching this and for people who may have the same problem: What changes did you make exactly? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Frank Saxton Sent: Friday, January 09, 2004 2:46 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Ben, By "dying", I mean that I lose my web connection to the RT GUI. I get the standard Apache "server problem, see your Administrator" page. After implementing the suggestions made here, mysqld seems to be holding at 8 connections and no further failures have been seen. I now have 2 RT sessions going and mysqld is still at 8 connections. This is good :) _______________________________________________ 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 musefoundry.com Fri Jan 9 15:14:18 2004 From: rt at musefoundry.com (AJ) Date: Fri, 9 Jan 2004 15:14:18 -0500 Subject: [rt-users] How to work with Statistics3 In-Reply-To: Message-ID: /var/obj/standard Remove everything in there. That should clear it -----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, January 09, 2004 2:34 PM To: Jesse Vincent Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] How to work with Statistics3 Could be. How would one do that? Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Friday, January 09, 2004 1:11 PM > To: Kelly F. Hickel > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] How to work with Statistics3 > > > > So, the upshot seems to be that the RTFM that was put out last night > > still didn't fix the blank line problem for me. I'm going to try > > uninstalling RTFM and reinstalling the release from last night. > > That _sounds_ like you haven't flushed the mason cache of the RTFM > pages. Especially since this fixes it for other peopl > > > > > Kelly F. Hickel > -- > 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 kfh at mqsoftware.com Fri Jan 9 15:16:37 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 14:16:37 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C0FD@mailservermn.mqsoftware.com> > -----Original Message----- > From: AJ [mailto:rt at musefoundry.com] > Sent: Friday, January 09, 2004 2:14 PM > To: Kelly F. Hickel; 'Jesse Vincent' > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > /var/obj/standard > > Remove everything in there. > > That should clear it > I shut down apache, cleared /opt/rt3/var/mason_data/standard (the only directory named standard that I could find), restarted apache, and had the same results, namely a blank line in front of the PNG data. I've also done an RTFM "make dropdb" and "make install" to try and make sure everything was installed correctly, no help. -Kelly > > -----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, January 09, 2004 2:34 PM > To: Jesse Vincent > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > Could be. How would one do that? > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > -----Original Message----- > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sent: Friday, January 09, 2004 1:11 PM > > To: Kelly F. Hickel > > Cc: rt-users at lists.fsck.com > > Subject: Re: [rt-users] How to work with Statistics3 > > > > > > > So, the upshot seems to be that the RTFM that was put out last night > > > still didn't fix the blank line problem for me. I'm going to try > > > uninstalling RTFM and reinstalling the release from last night. > > > > That _sounds_ like you haven't flushed the mason cache of the RTFM > > pages. Especially since this fixes it for other peopl > > > > > > > > Kelly F. Hickel > > -- > > 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 vovk at ncbi.nlm.nih.gov Fri Jan 9 15:36:20 2004 From: vovk at ncbi.nlm.nih.gov (Andrey Vovk) Date: Fri, 9 Jan 2004 15:36:20 -0500 Subject: [rt-users] dumpfile-to-rt-3.0 fails connect to syslog? Message-ID: <20040109203619.GG11817@pyxis.ncbi.nlm.nih.gov> Hi, I've got a strange problem trying do upgrade RT2 -> RT3. After initial installation RT3 works, at least I can use the web interface. I've exported ~8500 tickets from RT2 to DUMP directory. Now I'm trying to import the tickets to RT3. And, oops: # ./dumpfile-to-rt-3.0 DUMP Importing users uunix dgram connect: Socket operation on non-socket at /opt/machine/perl/lib/site_perl/5.8.2/Log/Dispatch/Syslog.pm line 77 [Fri Jan 9 20:18:44 2004] [crit]: no connection to syslog available at /opt/machine/perl/lib/site_perl/5.8.2/Log/Dispatch/Syslog.pm line 77 (/opt/machine/rt3/lib/RT.pm:254) ... # perl -V Summary of my perl5 (revision 5.0 version 8 subversion 2) configuration: Platform: osname=solaris, osvers=2.8, archname=sun4-solaris ... # ps -ef | grep syslog root 15389 1 0 17:38:17 ? 0:21 /usr/sbin/syslogd ... # grep -i log /opt/machine/rt3/etc/RT_SiteConfig.pm Set($LogToSyslog , undef); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); # tail -4 /opt/machine/rt3/var/log/rt.log [Fri Jan 9 20:24:41 2004] [warning]: Creating user B#52/#9 at iK|1_ at ./dumpfile-to-rt-3.0 line 727. (/opt/machine/rt3/lib/RT.pm:247) [Fri Jan 9 20:24:41 2004] [crit]: no connection to syslog available at /opt/machine/perl/lib/site_perl/5.8.2/Log/Dispatch/Syslog.pm line 77 (/opt/machine/rt3/lib/RT.pm:254) Any idea, what could it be?? Why ./dumpfile-to-rt-3.0 writes to syslog? Why it fails? Who is that guy - "B#52/#9 at iK|1_" ? :) Thanks for any help/comments. -- Andrey From rt at musefoundry.com Fri Jan 9 16:03:52 2004 From: rt at musefoundry.com (AJ) Date: Fri, 9 Jan 2004 16:03:52 -0500 Subject: [rt-users] How to work with Statistics3 In-Reply-To: Message-ID: Oops, yeah the mason_data one.. the path looked kind of short. I apologize for that. -----Original Message----- From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] Sent: Friday, January 09, 2004 3:17 PM To: AJ; Jesse Vincent Cc: rt-users at lists.fsck.com Subject: RE: [rt-users] How to work with Statistics3 > -----Original Message----- > From: AJ [mailto:rt at musefoundry.com] > Sent: Friday, January 09, 2004 2:14 PM > To: Kelly F. Hickel; 'Jesse Vincent' > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > /var/obj/standard > > Remove everything in there. > > That should clear it > I shut down apache, cleared /opt/rt3/var/mason_data/standard (the only directory named standard that I could find), restarted apache, and had the same results, namely a blank line in front of the PNG data. I've also done an RTFM "make dropdb" and "make install" to try and make sure everything was installed correctly, no help. -Kelly > > -----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, January 09, 2004 2:34 PM > To: Jesse Vincent > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > Could be. How would one do that? > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > -----Original Message----- > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > Sent: Friday, January 09, 2004 1:11 PM > > To: Kelly F. Hickel > > Cc: rt-users at lists.fsck.com > > Subject: Re: [rt-users] How to work with Statistics3 > > > > > > > So, the upshot seems to be that the RTFM that was put out last night > > > still didn't fix the blank line problem for me. I'm going to try > > > uninstalling RTFM and reinstalling the release from last night. > > > > That _sounds_ like you haven't flushed the mason cache of the RTFM > > pages. Especially since this fixes it for other peopl > > > > > > > > Kelly F. Hickel > > -- > > 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 kfh at mqsoftware.com Fri Jan 9 16:01:35 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 15:01:35 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C101@mailservermn.mqsoftware.com> > -----Original Message----- > From: AJ [mailto:rt at musefoundry.com] > Sent: Friday, January 09, 2004 3:04 PM > To: Kelly F. Hickel; 'Jesse Vincent' > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > Oops, yeah the mason_data one.. the path looked kind of short. > > I apologize for that. > No prob. I went back and looked, and there were other directories as well (like local), so I nuked them all and restarted, still no joy.... > > > -----Original Message----- > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > Sent: Friday, January 09, 2004 3:17 PM > To: AJ; Jesse Vincent > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > > > -----Original Message----- > > From: AJ [mailto:rt at musefoundry.com] > > Sent: Friday, January 09, 2004 2:14 PM > > To: Kelly F. Hickel; 'Jesse Vincent' > > Cc: rt-users at lists.fsck.com > > Subject: RE: [rt-users] How to work with Statistics3 > > > > /var/obj/standard > > > > Remove everything in there. > > > > That should clear it > > > I shut down apache, cleared /opt/rt3/var/mason_data/standard (the only > directory named standard that I could find), restarted apache, and had > the same results, namely a blank line in front of the PNG data. > > I've also done an RTFM "make dropdb" and "make install" to try and make > sure everything was installed correctly, no help. > -Kelly > > > > -----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, January 09, 2004 2:34 PM > > To: Jesse Vincent > > Cc: rt-users at lists.fsck.com > > Subject: RE: [rt-users] How to work with Statistics3 > > > > Could be. How would one do that? > > > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > > > -----Original Message----- > > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > > Sent: Friday, January 09, 2004 1:11 PM > > > To: Kelly F. Hickel > > > Cc: rt-users at lists.fsck.com > > > Subject: Re: [rt-users] How to work with Statistics3 > > > > > > > > > > So, the upshot seems to be that the RTFM that was put out last > night > > > > still didn't fix the blank line problem for me. I'm going to try > > > > uninstalling RTFM and reinstalling the release from last night. > > > > > > That _sounds_ like you haven't flushed the mason cache of the RTFM > > > pages. Especially since this fixes it for other peopl > > > > > > > > > > > Kelly F. Hickel > > > -- > > > 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 kfh at mqsoftware.com Fri Jan 9 16:17:08 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 15:17:08 -0600 Subject: [rt-users] How to work with Statistics3 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD038A98@mailservermn.mqsoftware.com> Got IT!!!! >From desperation I started removing RTFM (by hand, no make remove or install seems to exist), and when I got done, I couldn't start apache. Seems that somewhere along the way, some of the RTFM pieces had made it into /opt/rt3/local, so the upgrade didn't replace them. So, I cleaned those out and reinstalled the new RTFM package, and I have graphics!! There are still a few bugaboos in the last Stats package I published, I should have a new one for everybody by the end of the day on Monday. Thanks for everybody's help! Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Kelly F. Hickel > Sent: Friday, January 09, 2004 3:02 PM > To: AJ; Jesse Vincent > Cc: rt-users at lists.fsck.com > Subject: RE: [rt-users] How to work with Statistics3 > > > > -----Original Message----- > > From: AJ [mailto:rt at musefoundry.com] > > Sent: Friday, January 09, 2004 3:04 PM > > To: Kelly F. Hickel; 'Jesse Vincent' > > Cc: rt-users at lists.fsck.com > > Subject: RE: [rt-users] How to work with Statistics3 > > > > Oops, yeah the mason_data one.. the path looked kind of short. > > > > I apologize for that. > > > No prob. I went back and looked, and there were other directories as > well (like local), so I nuked them all and restarted, still no joy.... > > > > > > -----Original Message----- > > From: Kelly F. Hickel [mailto:kfh at mqsoftware.com] > > Sent: Friday, January 09, 2004 3:17 PM > > To: AJ; Jesse Vincent > > Cc: rt-users at lists.fsck.com > > Subject: RE: [rt-users] How to work with Statistics3 > > > > > > > -----Original Message----- > > > From: AJ [mailto:rt at musefoundry.com] > > > Sent: Friday, January 09, 2004 2:14 PM > > > To: Kelly F. Hickel; 'Jesse Vincent' > > > Cc: rt-users at lists.fsck.com > > > Subject: RE: [rt-users] How to work with Statistics3 > > > > > > /var/obj/standard > > > > > > Remove everything in there. > > > > > > That should clear it > > > > > I shut down apache, cleared /opt/rt3/var/mason_data/standard (the only > > directory named standard that I could find), restarted apache, and had > > the same results, namely a blank line in front of the PNG data. > > > > I've also done an RTFM "make dropdb" and "make install" to try and > make > > sure everything was installed correctly, no help. > > -Kelly > > > > > > -----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, January 09, 2004 2:34 PM > > > To: Jesse Vincent > > > Cc: rt-users at lists.fsck.com > > > Subject: RE: [rt-users] How to work with Statistics3 > > > > > > Could be. How would one do that? > > > > > > Kelly F. Hickel > > > Senior Software Architect > > > MQSoftware, Inc > > > 952.345.8677 > > > kfh at mqsoftware.com > > > > > > > > > > -----Original Message----- > > > > From: Jesse Vincent [mailto:jesse at bestpractical.com] > > > > Sent: Friday, January 09, 2004 1:11 PM > > > > To: Kelly F. Hickel > > > > Cc: rt-users at lists.fsck.com > > > > Subject: Re: [rt-users] How to work with Statistics3 > > > > > > > > > > > > > So, the upshot seems to be that the RTFM that was put out last > > night > > > > > still didn't fix the blank line problem for me. I'm going to > try > > > > > uninstalling RTFM and reinstalling the release from last night. > > > > > > > > That _sounds_ like you haven't flushed the mason cache of the RTFM > > > > pages. Especially since this fixes it for other peopl > > > > > > > > > > > > > > Kelly F. Hickel > > > > -- > > > > 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 rt at musefoundry.com Fri Jan 9 16:32:54 2004 From: rt at musefoundry.com (AJ) Date: Fri, 9 Jan 2004 16:32:54 -0500 Subject: [rt-users] HTML mail in RT In-Reply-To: Message-ID: I believe that in the ticket display is shown as source, but there will be attachment that will display in html. Jesse explained this behavior and its actually a very valid one. In the event someone puts some nasty client side code in there (javascript etc..) just looking at the ticket wont get you. Out of curiosity, are there any plans to use a version of mailman that will let people search the archives as opposed to having to download them all? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan U. Zakirov Sent: Friday, January 09, 2004 7:46 AM To: Ritu Khetan Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] HTML mail in RT Ritu Khetan wrote: > Hello all, > > How do I ensure that mails sent in html format appear as html not as > html source in RT. I have some mails sent by my clients in HTML which > show up as html source making readability difficult. > > Need urgent response. Search in archives. This is realy FAQ here. Different solutions have been posted. > > Regards, > Ritu > _______________________________________________ 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 scott at cae.com Fri Jan 9 16:36:01 2004 From: scott at cae.com (Scott Hebert) Date: Fri, 9 Jan 2004 16:36:01 -0500 Subject: [rt-users] HTML mail in RT Message-ID: <69F1436AA435D7118EE1009027B0FF3A08B77228@caemsx02.cae.ca> >>Out of curiosity, are there any plans to use a version of mailman that will >>let people search the archives as opposed to having to download them all? I just goto google.com and type "site:lists.fsck.com " SH From kfh at mqsoftware.com Fri Jan 9 16:58:07 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 15:58:07 -0600 Subject: [rt-users] OK, new Statistics3, with updated graphs Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C106@mailservermn.mqsoftware.com> OK, I cleaned up a couple of bugs that I noticed, set all the default queues to General (after all, how many of you have queues named kfh?), cleaned up some consistency issues with the charts. Everything seems to be working, there aren't any issues with this package that I know of. Let me know how it works..... I was asked to summarize what I had to do to get graphs working. The main thing was the RTFM RC3 that was put out Thursday night. The reason that didn't fix it right away is that somewhere along the lines I had gotten some of the RTFM code into my local code path, which of course the update didn't overwrite. As far as what versions of the required files I'm running, I've got gd-20.0.15-1 (and gd-devel-20.0.15-1) from a Fedora RPM that I download via www.rpmfind.net. Since I'm on RedHat 8, that's maybe not the best idea, but I couldn't find a recent rpm of RH8, and didn't want to emss with source, it seems to work. I used perl -MCPAN to install GD-2.11, GDGraph-1.43 and GDTextUtil-0.86. Let me know............................ Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Statistics3.tgz Type: application/x-compressed Size: 8163 bytes Desc: Statistics3.tgz URL: From rt at himem.net Fri Jan 9 17:34:37 2004 From: rt at himem.net (Robert Thomas) Date: Fri, 09 Jan 2004 17:34:37 -0500 Subject: [rt-users] Closing Calls via Email Message-ID: <3FFF2C7D.3030701@himem.net> I have looked through the documentation, and the built in settings, but can't find any reference to the ability to do trivial ticket management via email. Is it possible to send RT commands through email and have it do tasks such as close calls, or delete tickets? Thanks. From kfh at mqsoftware.com Fri Jan 9 17:38:21 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 9 Jan 2004 16:38:21 -0600 Subject: [rt-users] OK, new Statistics3, with updated graphs Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C109@mailservermn.mqsoftware.com> It was pointed out to me that the first line of html/Statistics/DayOfWeek/index.html is missing a close paren. ...$QueueObj->Name() &> should be ...$QueueObj->Name()) &> To avoid sucking bandwidth, I'll be happy to send a tgz file to anyone who wants it, otherwise, you can just make the one character change...... Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Kelly F. Hickel > Sent: Friday, January 09, 2004 3:58 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] OK, new Statistics3, with updated graphs > > OK, I cleaned up a couple of bugs that I noticed, set all the default > queues to General (after all, how many of you have queues named kfh?), > cleaned up some consistency issues with the charts. Everything seems to > be working, there aren't any issues with this package that I know of. > Let me know how it works..... > > I was asked to summarize what I had to do to get graphs working. The > main thing was the RTFM RC3 that was put out Thursday night. The reason > that didn't fix it right away is that somewhere along the lines I had > gotten some of the RTFM code into my local code path, which of course > the update didn't overwrite. As far as what versions of the required > files I'm running, I've got gd-20.0.15-1 (and gd-devel-20.0.15-1) from a > Fedora RPM that I download via www.rpmfind.net. Since I'm on RedHat 8, > that's maybe not the best idea, but I couldn't find a recent rpm of RH8, > and didn't want to emss with source, it seems to work. I used perl > -MCPAN to install GD-2.11, GDGraph-1.43 and GDTextUtil-0.86. > > Let me know............................ > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > From MikeHamilton at clovisusd.k12.ca.us Fri Jan 9 19:28:14 2004 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Fri, 9 Jan 2004 16:28:14 -0800 Subject: [rt-users] Create New Ticket in --> Message-ID: Our techs that use RT would like for the drop down box that appears to the right of the words "Create New Ticket In" to be empty by default - it seems that some techs have been accidentally creating tickets in the first queue in the list because they are forgetting to select the queue beforehand. Anyone know how I can accomplish this? -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Fri Jan 9 20:16:59 2004 From: seph at directionless.org (seph) Date: Fri, 09 Jan 2004 20:16:59 -0500 Subject: [rt-users] Re: Closing Calls via Email In-Reply-To: <3FFF2C7D.3030701@himem.net> (Robert Thomas's message of "Fri, 09 Jan 2004 17:34:37 -0500") References: <3FFF2C7D.3030701@himem.net> Message-ID: > I have looked through the documentation, and the built in settings, > but can't find any reference to the ability to do trivial ticket > management via email. Is it possible to send RT commands through > email and have it do tasks such as close calls, or delete tickets? Check the mailing list archives, there was just some posts in the last week or so about this. If you don't see it by browsing, good keywords would be "mailgate" and "enhanced mailgate" seph From frankie at easyrider.com Fri Jan 9 21:26:21 2004 From: frankie at easyrider.com (Frank Saxton) Date: Fri, 09 Jan 2004 18:26:21 -0800 Subject: [rt-users] RT3 is spawning 2 additional processes every time something is done Message-ID: <5.2.0.9.0.20040109181951.03827698@wheresmymailserver.com> I'm not certain what actually fixed it, but reducing the time_wait value from 8 hours to 5 minutes certainly helped. This is a dual 2.5 GHz Pentium Linux server with 1 Gig of RAM (soon to be upgraded to 2 Gig). Rarely see much swapping and the load average runs about 1.0 most of the time. Not able to view your my.cnf example which came across as an exe file. I seem to be running fairly well now (Thanks especially to Ben!!!! Thank you, thank you, thank you!) but I'm sure mysqld could stand some tuning. This has been my first experience with this forum and you guys have been awesome! From witold_koziel at kaplan.com Fri Jan 9 21:33:51 2004 From: witold_koziel at kaplan.com (Witold Koziel) Date: Fri, 9 Jan 2004 21:33:51 -0500 Subject: [rt-users] Create New Ticket in --> Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2F1E43C6@888mail1.kaplaninc.com> One way to solve this is to create a "dummy" queue caled **SELECT QUEUE (it will appear at the top of your list) - at least the post will not go to a wrong queue. We have edited: /opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue <...> #line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue # # Add Label to Queue Drop Down Menu # $m->print( ' ' ); foreach my $queue (@{$session{'create_in_queues'}}) { $m->print( '