From darren at dazza.org Mon Mar 1 01:31:52 2004 From: darren at dazza.org (Darren Nickerson) Date: Mon, 1 Mar 2004 01:31:52 -0500 Subject: [rt-users] dumpfile-to-rt-3.0 (from 1.23) leaks memory whenimporting into Oracle 9.0.2.0.1 (and 9.0.2.0.4) References: <028401c3ff2a$7fba2200$090a000a@DAZZALAP> Message-ID: <006601c3ff56$e37d35d0$090a000a@DAZZALAP> Fortunately, memory consumption stayed stable at 159MB for the duration of the ticket stage of the import script. It seems to only grow during user/group creation from the metadata. -Darren ----- Original Message ----- From: "Darren Nickerson" To: Sent: Sunday, February 29, 2004 8:10 PM Subject: [rt-users] dumpfile-to-rt-3.0 (from 1.23) leaks memory whenimporting into Oracle 9.0.2.0.1 (and 9.0.2.0.4) > Folks, > > I thought I'd give the Oracle support in the latest release from the > Bestpractical sweatshop a try ;-) > > I'm seeing the dumpfile process grow at an alarming rate as it's creating > users in our oracle instance. This is just a crude estimate, but I'd say > it's consuming something like an additional 100k per user created. I'm at a > 44MB process, and I'm only on names beginning with 'f'! Scratch that, ... > 65MB and I'm on 'j'. 91 MB, ... on 'n' now. > > I've seen leaks in the OCI libraries of Oracle 9.0.2.0.1 before, so we > upgraded to 9.0.2.0.4 (latest from Metalink) this weekend to see if that > would fix the problem. Preliminary testing suggests an improvement: whereas > we were somewhere around 600 MB when the import completed importing users > and moved on to tickets, we're already on 'r' now and only at 101MB. > > I also bit the bullet and updated to perl-5.8.3 to try to solve a separate > import problem (which I may post if I can't work through it), so this may > have also affected the results we're seeing now. > > Notwithstanding the clear improvement, we've still got a problem - I don't > think we'll complete an import without exhausting swap and seriously > thrashing the box. Anyone else seeing this? Can anyone offer any suggestions > on how to actually get a several-thousand ticket import done without > configuring multiple gigs of swap and letting it churn & grind for a few > weeks? > > -Darren > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 darren at dazza.org Mon Mar 1 01:40:29 2004 From: darren at dazza.org (Darren Nickerson) Date: Mon, 1 Mar 2004 01:40:29 -0500 Subject: [rt-users] rt2-to-rt3-1.23 ORACLE import fails with: [crit]:Attempting to add a member to a group which wasn't loaded.'oops' and ORA-01406 References: <034501c3ff3b$2039ad30$090a000a@DAZZALAP> Message-ID: <008501c3ff58$1facd050$090a000a@DAZZALAP> Update: I changed the subject to something harmless in the original source ticket in RT2, and re-exported. This got me further - the ticket was created at least in the RT3 instance. But the subject was still huge & binary-like in the transactions lower down in the ticket, and the import still failed, just a few microseconds later :-( Deleting the offending ticket seems to have worked around the problem. -Darren ----- Original Message ----- From: "Darren Nickerson" To: Sent: Sunday, February 29, 2004 10:13 PM Subject: [rt-users] rt2-to-rt3-1.23 ORACLE import fails with: [crit]:Attempting to add a member to a group which wasn't loaded.'oops' and ORA-01406 > Folks, > > I've been trying for much of the weekend to convince 'dumpfile-to-rt-3.0' to > import the dump I made from RT-2.0.13, but I haven't made any progress in > even understanding the problem, much less fixing it. The RT::StockAnswer > from Jesse was "upgrade to perl-5.8.3 because 5.6.1 sucks", but after > dragging my server kicking and screaming through the upgrade to 5.8.3, I'm > no better off. > > I've included the output from the import tool below, and I've also attached > it to this email in case my mailer mangles the formatting, or the high-bit > characters. Can anyone help me understand how to troubleshoot this? I'm not > sure if the ORA-01496 error is the root cause here, or whether the earlier > message about adding a member to an unloaded group is relevant. > > Oracle's Metalink has the following to say about that error: > > Error: ORA 1406 > Text: fetched column value was truncated > -------------------------------------------------------------------------- -- > --- > Cause: In a host language program, a FETCH operation was forced to truncate > a > character string. > The program buffer area for this column was not large enough to > contain the entire string. > The cursor return code from the fetch was +3. > Action: Increase the column buffer area to hold the largest column value or > perform other appropriate processing. > > Any bells ringing? Is this similar to MySQL's maximum packet size? Almost > sounds like it's a limitation in the perl code though instead of the > database, at least from the description above. Is it possible the subject > line is overflowing things?? It looks suspiciously long and ... well binary. > > Assume for a moment that there's no way to fix this. After a close > examination of the ticket I really don't care if we get it into the new > database or not. Is there any way to surgically remove it from the RT2 dump > I created so that I can re-run the import and just skip past this one? > > Thanks in advance for any assistance/advice/commiseration. > > -Darren > > > (output from import follows) > > [snip] > .t-79 > .t-80 > .t-81 > .t-82 > .t-83 > [Mon Mar 1 01:20:55 2004] [crit]: Attempting to add a member to a group > which wasn't loaded. 'oops' (/usr/local/rt3/lib/RT/Group_Overlay.pm:934) > Couldn't create ticket HASH(0x9079d34) $VAR1 = { > 'Status' => 'deleted', > 'Queue' => 'sales', > 'InitialPriority' => '50', > 'Started' => '2002-04-18 14:47:38', > 'Starts' => '1970-01-01 00:00:00', > '_RecordTransaction' => '0', > 'id' => 83, > 'LastUpdated' => '2002-04-18 14:47:38', > 'Requestor' => [ > 'gb at lists.debian.org' > ], > 'Subject' => > "\x{c8}\x{bf}\x{d5}\x{be}\x{fc}\x{d3}\x{a2}\x{d0}\x{db}\x{c4}\x{a3}\x{b7}\x{ > b6}sjgchlshang\x{cc}\x{d8}\x{c1}\x{a2}\x{cd}\x{ac}\x{d6}\x{be}\x{c1}\x{f9}\x > {ca}\x{ae}sjbdhesjfnjfang\x{cd}\x{f5}\x{b9}\x{db}\x{c0}\x{bd}chyang\x{cd}\x{ > f5}\x{b2}\x{aa}\x{d1}\x{f9}\x{c6}\x{b7}zhoushizhao2sjhlyzihuichang\x{ca}\x{d > 6}\x{ca}\x{e9}\x{c2}\x{b3}\x{d1}\x{b8}\x{cd}\x{cf}\x{c0}\x{ad}\x{bb}\x{fa}\x > {cc}\x{e5}\x{d3}\x{fd}\x{bd}\x{da}\x{d1}\x{f9}\x{c6}\x{b7}\x{ca}\x{d6}\x{ca} > \x{e9}\x{c2}\x{b3}\x{d1}\x{b8}\x{c8}\x{ab}\x{b9}\x{fa}\x{ce}\x{c0}\x{c9}\x{f > a}\x{bb}\x{e1}\x{d2}\x{e9}\x{c7}\x{e0}\x{c4}\x{ea}\x{cd}\x{c5}\x{b5}\x{da}\x > {d2}\x{bb}\x{b4}\x{ce}\x{c8}\x{cb}\x{c3}\x{f1}\x{d3}\x{a2}\x{d0}\x{db}\x{cd} > \x{c5}\x{bd}\x{e1}\x{bf}\x{b9}\x{b4}\x{f3}\x{bd}\x{a8}\x{d6}\x{fe}\x{d0}\x{a > 3}\x{c9}\x{e1}\x{cd}\x{f5}\x{b9}\x{db}\x{c0}\x{bd}\x{cc}\x{e5}\x{d3}\x{fd}\x > {d7}\x{dc}\x{bb}\x{e1}sjdlrh", > 'FinalPriority' => '50', > 'Creator' => '1922', > 'Owner' => '10', > 'LastUpdatedBy' => '1174', > 'EffectiveId' => '83', > 'Created' => '2002-04-18 08:17:04', > 'Priority' => '50', > 'Due' => '2002-04-23 08:17:04' > }; > Couldn't create attachment > $VAR1 = { > 'Subject' => > '?????????????sjgchlshang????????????sjbdhesjfnjfang??????chyang????????zhou > shizhao2sjhlyzihuichang????????????????????????????????????????????????????? > ?????????????????????????????????????????sjdlrhuanjiefangnanjingjianggangs ha > n_nnj??????????shengde????', > 'ContentType' => 'multipart/related', > 'Headers' => 'Return-Path: > Delivered-To: sales_hylafax at polaris.dazza.org > Received: from YUBIN (unknown [210.21.203.194]) by polaris.dazza.org > (Postfix) with SMTP id EC466254019 for ; Thu, 18 Apr 2002 > 01:17:00 -0700 (PDT) > From: > Subject: > ?????????????sjgchlshang????????????sjbdhesjfnjfang??????chyang????????zhous > hizhao2sjhlyzihuichang?????????????????????????????????????????????????????? > ????????????????????????????????????????sjdlrhuanjiefangnanjingjianggangshan > _nnj??????????shengde?????mail.hylafax.org.???? > MIME-Version: 1.0 > Content-Type: multipart/related; type="multipart/alternative"; > boundary="====_ABC123456j7890DEF_====" > X-Priority: 3 > X-Msmail-Priority: Normal > X-Unsent: 1 > Message-Id: <20020418081700.EC466254019 at polaris.dazza.org> > Date: Thu, 18 Apr 2002 01:17:00 -0700 (PDT) > To: undisclosed-recipients:; > ', > 'Creator' => '82', > 'Parent' => '0', > 'Created' => '2002-04-18 08:17:04', > 'id' => '1024', > 'TransactionId' => '779' > }; > > ORA-24345: A Truncation or null fetch error occurred (DBD ERROR: ORA-01406 > error on field 5 of 12, ora_type 1) > [Mon Mar 1 01:20:55 2004] [crit]: Died at ./dumpfile-to-rt-3.0 line 714. > (/usr/local/rt3/lib/RT.pm:254) > [root at polaris rt2-to-rt3-1.23]# > ---------------------------------------------------------------------------- ---- > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Richard.Ellis at Sun.COM Mon Mar 1 02:05:28 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Mon, 01 Mar 2004 07:05:28 +0000 Subject: [rt-users] Journal Functions in 3.0.9 In-Reply-To: <4041EF5C.7080709@ece.utk.edu> References: <18a5517ec5.17ec518a55@eris-mail1.uk.sun.com> <4041EF5C.7080709@ece.utk.edu> Message-ID: <1078124726.57031.4.camel@sr-egmp03-02> Hi Matt, It's not in the version that comes built into the current RT distro. The project Manager has seen that its there and want me to get it working or remove it completely and I'd rather not have to hack the programme around to remove it. If it simply adds a limited blog, similar to the todo list, then that would be sufficient for now. I have been through both the 3.0.8 and 3.0.9 builds I have here and there isn't a post file, but there is a Post.html file. If their is a working version of Journal, no matter how limited, I'd appreciate knowing where it is. Thanks Rik On Sun, 2004-02-29 at 13:55, Matt Disney wrote: > Richard, > > There should be a file called "post" in the html/journal directory of > the journal tarball. At least, it was in mine and I am using a modified > journal-0.1. In fact, I don't have a Post.html at all. What version of > the journal extension are you using and where did you find it? > > Matt Disney > > Richard Ellis wrote: > > I know this was mentioned some few weeks ago, but I have been looking at this. > > > > Bearing in mind the caveat that Journalling is limited to a > > 'blogging' tool right now, that could still be useful. > > > > The problem seems to be Post.html which contains: > > > >
> > > > > There doesn't seem to be a correspnding action 'post' and so it fails. > > > > Anyone know how to solve this? > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Ellis From atossava at cc.helsinki.fi Mon Mar 1 05:21:06 2004 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Mon, 1 Mar 2004 12:21:06 +0200 (EET) Subject: [rt-users] "People" tab gone crazy In-Reply-To: <200402271429.i1RETxli005392@kruuna.Helsinki.FI> from Atro Tossavainen at "Feb 27, 2004 04:29:59 pm" Message-ID: <200403011021.i21AL6fV006140@kruuna.Helsinki.FI> > It's getting worse. The database itself appears to be rotting somehow. > ... > All help is more than welcome. I really have no idea where to start. Well, thanks for the zero replies... The tables had become corrupted somehow, but fortunately "repair table" for all tables that "check table" indicated were somehow not OK was enough to solve the problem. -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From Michael.Polivanov at ecetra.com Mon Mar 1 05:49:36 2004 From: Michael.Polivanov at ecetra.com (Polivanov, Michael) Date: Mon, 1 Mar 2004 11:49:36 +0100 Subject: [rt-users] Problems with ticket openning (RT 2.0.15/FastCGI/Apache 2.0.40) Message-ID: <3D2DD189DB7CAE409440932E604C8ACF2F6405@vie-ms01.office.ecetra.com> I have installed a new instance of RT with separate perl instance (5.8.3) only for RT. I am using apache 2.0.40 (later i will move 2.0.48) with FastCGI (the dist is RH 9.0). Everything works ok, but every new ticket results in following errors in apache log: [Mon Mar 01 11:37:57 2004] [error] [client 10.251.154.197] FastCGI: server "/opt/rt/2.0.15/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Column 'Keyword' cannot be null at /opt/rt/perl/5.8.3/lib/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410, line 1414., referer: https://xxxxx/Ticket/Create.html?Queue=8 [Mon Mar 01 11:37:57 2004] [error] [client 10.251.154.197] FastCGI: server "/opt/rt/2.0.15/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x8b53850) couldn't execute the query 'INSERT INTO ObjectKeywords (Keyword, KeywordSelect, ObjectId, ObjectType) VALUES (?, ?, ?, ?)' at /opt/rt/perl/5.8.3/lib/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417, line 1414., referer: https://xxxxx/Ticket/Create.html?Queue=8 [Mon Mar 01 11:38:00 2004] [error] [client 10.251.154.197] FastCGI: server "/opt/rt/2.0.15/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Column 'Keyword' cannot be null at /opt/rt/perl/5.8.3/lib/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410, line 1414., referer: https://xxxxx/Ticket/Create.html?Queue=8 [Mon Mar 01 11:38:00 2004] [error] [client 10.251.154.197] FastCGI: server "/opt/rt/2.0.15/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x8b53850) couldn't execute the query 'INSERT INTO ObjectKeywords (Keyword, KeywordSelect, ObjectId, ObjectType) VALUES (?, ?, ?, ?)' at /opt/rt/perl/5.8.3/lib/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417, line 1414., referer: https://xxxxx/Ticket/Create.html?Queue=8 The ticket self is opened without any problems and is also usable. Does anyone have a tip for me, how i can get rid of this errors? Kr, Michael Polivanov Linux System Administrator _______________________________________________ ecetra Central European e-Finance AG ??????????????????????????????????????????????? Neutorgasse 2 | A-1010 Vienna Tel +43-1-536 89-17659 Fax +43-1-536 89-17719 www.ecetra.com Die Information in dieser Nachricht ist vertraulich und ausschlie?lich f?r den Adressaten bestimmt. Der Empf?nger dieser Nachricht, der nicht der Adressat, einer seiner Mitarbeiter oder sein Empfangsbevollm?chtigter ist, wird hiermit davon in Kenntnis gesetzt, dass er deren Inhalt nicht verwenden, weitergeben oder reproduzieren darf. Sollten Sie diese Nachricht irrt?mlich erhalten haben, benachrichtigen Sie uns bitte unverz?glich per Telefon und retournieren Sie uns die Nachricht per E-Mail/Fax. The information contained in this e-mail is privileged and confidential and is for the exclusive use of the addressee. The person who receives this e-mail and who is not the addressee, one of his employees or an agent entitled to hand it over to the addressee, is informed that he may not use, disclose or reproduce the contents thereof. If you have received this communication by mistake, please let us know by telephone without delay and send it back to us by e-mail/fax. From ritu at netcore.co.in Mon Mar 1 06:53:13 2004 From: ritu at netcore.co.in (Ritu Khetan) Date: Mon, 01 Mar 2004 17:23:13 +0530 Subject: [rt-users] Archiving and Retrieval of data in RT Message-ID: <1078141992.24413.10.camel@efv2.netcore.co.in> Hello All, What is the best way to archive data from RT (using Postgres) say on a yearly basis. However, this data should be available at any point of time of read/search if required. Say, for e.g. - If I have 5 years data in RT, which I do not require everyday, I would like to archive it yearly so that it does not slow the performance of my system. However, at the same time, if I have a request to look for some information in the archived data, I should be able to look at it immediately. Please suggest. Regards, Ritu ---------------------------------------------------------------- NETCORE SOLUTIONS *** Ph: +91 22 5662 8000 Fax: +91 22 5662 8134 MailServ and FlexiMail: Messaging Solutions: http://netcore.co.in Pragatee: Integrated Server-Software Suite: http://www.pragatee.com Emergic Freedom: Server-centric Computing: http://www.emergic.com BlogStreet: Blog Profiles and RSS Ecosystem: http://blogstreet.com Deeshaa: Rural Development: http://www.deeshaa.com Rajesh Jain's Weblog on Technology: http://www.emergic.org ---------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cerion at terpsichore.ws Mon Mar 1 08:05:45 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Mon, 1 Mar 2004 14:05:45 +0100 Subject: [rt-users] Archiving and Retrieval of data in RT In-Reply-To: <1078141992.24413.10.camel@efv2.netcore.co.in> References: <1078141992.24413.10.camel@efv2.netcore.co.in> Message-ID: <200403011405.45376.cerion@terpsichore.ws> On Monday 01 March 2004 12:53, Ritu Khetan wrote: > Hello All, > > What is the best way to archive data from RT (using Postgres) say on > a yearly basis. However, this data should be available at any point of > time of read/search if required. > > Say, for e.g. - > If I have 5 years data in RT, which I do not require everyday, I would > like to archive it yearly so that it does not slow the performance of my > system. However, at the same time, if I have a request to look for some > information in the archived data, I should be able to look at it > immediately. Do the database archiving by hand/script... just setup an identical rt3 database, dump the databases, do diffs and add new records to rt3_archive... or something to that effect. As for access, depends how 'immediate'... if you can handle having to change $DatabaseName in RT_SiteConfig.pm, and then reloading RT in the browser, that should work. If that's not immediate enough, you could set up a second RT instance with a different $DatabaseName, plus a virtual host so you can access this rt_archive instance 'immediately' - on a different web address. Cerion From cubic at acronis.ru Mon Mar 1 08:08:29 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 01 Mar 2004 16:08:29 +0300 Subject: [rt-users] Archiving and Retrieval of data in RT In-Reply-To: <200403011405.45376.cerion@terpsichore.ws> References: <1078141992.24413.10.camel@efv2.netcore.co.in> <200403011405.45376.cerion@terpsichore.ws> Message-ID: <404335CD.7050102@acronis.ru> Cerion Armour-Brown wrote: > On Monday 01 March 2004 12:53, Ritu Khetan wrote: > >>Hello All, >> >> What is the best way to archive data from RT (using Postgres) say on >>a yearly basis. However, this data should be available at any point of >>time of read/search if required. >> >>Say, for e.g. - >> If I have 5 years data in RT, which I do not require everyday, I would >>like to archive it yearly so that it does not slow the performance of my >>system. However, at the same time, if I have a request to look for some >>information in the archived data, I should be able to look at it >>immediately. > > > Do the database archiving by hand/script... just setup an identical rt3 > database, dump the databases, do diffs and add new records to rt3_archive... > or something to that effect. > As for access, depends how 'immediate'... if you can handle having to change > $DatabaseName in RT_SiteConfig.pm, and then reloading RT in the browser, that > should work. > If that's not immediate enough, you could set up a second RT instance with a > different $DatabaseName, plus a virtual host so you can access this > rt_archive instance 'immediately' - on a different web address. > Cerion Your solution don't solve main problem: perfomance of main server because all tickets still there. Ritu, there is no simple way to do what you want. Yes, you should use another RT instance for archive, but also should write scripts that move old tickets to archive and don't break anything. Best regards. Ruslan. From cerion at terpsichore.ws Mon Mar 1 08:22:54 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Mon, 1 Mar 2004 14:22:54 +0100 Subject: [rt-users] Archiving and Retrieval of data in RT In-Reply-To: <404335CD.7050102@acronis.ru> References: <1078141992.24413.10.camel@efv2.netcore.co.in> <200403011405.45376.cerion@terpsichore.ws> <404335CD.7050102@acronis.ru> Message-ID: <200403011422.54918.cerion@terpsichore.ws> On Monday 01 March 2004 14:08, Ruslan U. Zakirov wrote: > Cerion Armour-Brown wrote: > > On Monday 01 March 2004 12:53, Ritu Khetan wrote: > >>Hello All, > >> > >> What is the best way to archive data from RT (using Postgres) say on > >>a yearly basis. However, this data should be available at any point of > >>time of read/search if required. > >> > >>Say, for e.g. - > >> If I have 5 years data in RT, which I do not require everyday, I would > >>like to archive it yearly so that it does not slow the performance of my > >>system. However, at the same time, if I have a request to look for some > >>information in the archived data, I should be able to look at it > >>immediately. > > > > Do the database archiving by hand/script... just setup an identical rt3 > > database, dump the databases, do diffs and add new records to > > rt3_archive... or something to that effect. > > As for access, depends how 'immediate'... if you can handle having to > > change $DatabaseName in RT_SiteConfig.pm, and then reloading RT in the > > browser, that should work. > > If that's not immediate enough, you could set up a second RT instance > > with a different $DatabaseName, plus a virtual host so you can access > > this rt_archive instance 'immediately' - on a different web address. > > Cerion > > Your solution don't solve main problem: perfomance of main server > because all tickets still there. > > Ritu, there is no simple way to do what you want. Yes, you should use > another RT instance for archive, but also should write scripts that move > old tickets to archive and don't break anything. > > Best regards. Ruslan. I am pretty new to all this, but tell me how does taking the records from rt3 and inserting them into an rt3_archive database _not_ solve the performance problem? What do you mean the tickets are still there? - they'd be in a different database that would only be loaded if accessed... I guess if you're worried about performance while both are being accessed at the same time, that'd have to be solved by putting the 2 instances on different machines... or are you talking of something else? Cerion From adam at baz.org Mon Mar 1 08:29:14 2004 From: adam at baz.org (Adam Hirsch) Date: Mon, 1 Mar 2004 08:29:14 -0500 Subject: [rt-users] CLI reporting times in GMT Message-ID: <20040301132914.GA10106@baz.org> I'm seeing some sporadic mention of timezone oddness on the list, but nothing particularly concrete. Browsing the web interface shows activities correctly logged at times according to what I've set for it in /opt/rt3/etc/RT_SiteConfig.pm: $Timezone = 'US/Eastern'; But the CLI is displaying those same activities 5 hours later, i.e. in GMT timestamps. Anyone else seen this? Bug or PEBCAK? Adam -- Our Father which art in heaven Stay there And we will stay on earth Which is sometimes so pretty. - Jacques Prevert From cubic at acronis.ru Mon Mar 1 08:35:54 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 01 Mar 2004 16:35:54 +0300 Subject: [rt-users] Archiving and Retrieval of data in RT In-Reply-To: <200403011422.54918.cerion@terpsichore.ws> References: <1078141992.24413.10.camel@efv2.netcore.co.in> <200403011405.45376.cerion@terpsichore.ws> <404335CD.7050102@acronis.ru> <200403011422.54918.cerion@terpsichore.ws> Message-ID: <40433C3A.6060101@acronis.ru> Cerion Armour-Brown wrote: > On Monday 01 March 2004 14:08, Ruslan U. Zakirov wrote: > >>Cerion Armour-Brown wrote: >> >>>On Monday 01 March 2004 12:53, Ritu Khetan wrote: >>> >>>>Hello All, >>>> >>>> What is the best way to archive data from RT (using Postgres) say on >>>>a yearly basis. However, this data should be available at any point of >>>>time of read/search if required. >>>> >>>>Say, for e.g. - >>>>If I have 5 years data in RT, which I do not require everyday, I would >>>>like to archive it yearly so that it does not slow the performance of my >>>>system. However, at the same time, if I have a request to look for some >>>>information in the archived data, I should be able to look at it >>>>immediately. >>> >>>Do the database archiving by hand/script... just setup an identical rt3 >>>database, dump the databases, do diffs and add new records to >>>rt3_archive... or something to that effect. >>>As for access, depends how 'immediate'... if you can handle having to >>>change $DatabaseName in RT_SiteConfig.pm, and then reloading RT in the >>>browser, that should work. >>>If that's not immediate enough, you could set up a second RT instance >>>with a different $DatabaseName, plus a virtual host so you can access >>>this rt_archive instance 'immediately' - on a different web address. >>>Cerion >> >>Your solution don't solve main problem: perfomance of main server >>because all tickets still there. >> >>Ritu, there is no simple way to do what you want. Yes, you should use >>another RT instance for archive, but also should write scripts that move >> old tickets to archive and don't break anything. >> >> Best regards. Ruslan. > > > I am pretty new to all this, but tell me how does taking the records from rt3 > and inserting them into an rt3_archive database _not_ solve the performance > problem? What do you mean the tickets are still there? - they'd be in a > different database that would only be loaded if accessed... > I guess if you're worried about performance while both are being accessed at > the same time, that'd have to be solved by putting the 2 instances on > different machines... or are you talking of something else? > Cerion Think I said _move_ not copy. Main perfomance problem is DB size even indexes don't help a lot. Now, RT don't allow any deletes via API, but API is only thing which give you backward compatibility while release updates(upgrades). So if you are going to use direct DB manipulations to move data from main server archive you're at wrong direction, DB could be changed in future almost unpredictable. Another problem with lazy scripts is relationships between DB tables and RT Instances. For eg: ticket which should be moved has link to another one which stay in main RT instance. What to do with Link? Best regards. Ruslan. From cerion at terpsichore.ws Mon Mar 1 08:47:42 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Mon, 1 Mar 2004 14:47:42 +0100 Subject: [rt-users] Archiving and Retrieval of data in RT In-Reply-To: <40433C3A.6060101@acronis.ru> References: <1078141992.24413.10.camel@efv2.netcore.co.in> <200403011422.54918.cerion@terpsichore.ws> <40433C3A.6060101@acronis.ru> Message-ID: <200403011447.42116.cerion@terpsichore.ws> On Monday 01 March 2004 14:35, Ruslan U. Zakirov wrote: > Cerion Armour-Brown wrote: > > On Monday 01 March 2004 14:08, Ruslan U. Zakirov wrote: > >>Cerion Armour-Brown wrote: > >>>On Monday 01 March 2004 12:53, Ritu Khetan wrote: > >>>>Hello All, > >>>> > >>>> What is the best way to archive data from RT (using Postgres) say on > >>>>a yearly basis. However, this data should be available at any point of > >>>>time of read/search if required. > >>>> > >>>>Say, for e.g. - > >>>>If I have 5 years data in RT, which I do not require everyday, I would > >>>>like to archive it yearly so that it does not slow the performance of > >>>> my system. However, at the same time, if I have a request to look for > >>>> some information in the archived data, I should be able to look at it > >>>> immediately. > >>> > >>>Do the database archiving by hand/script... just setup an identical rt3 > >>>database, dump the databases, do diffs and add new records to > >>>rt3_archive... or something to that effect. > >>>As for access, depends how 'immediate'... if you can handle having to > >>>change $DatabaseName in RT_SiteConfig.pm, and then reloading RT in the > >>>browser, that should work. > >>>If that's not immediate enough, you could set up a second RT instance > >>>with a different $DatabaseName, plus a virtual host so you can access > >>>this rt_archive instance 'immediately' - on a different web address. > >>>Cerion > >> > >>Your solution don't solve main problem: perfomance of main server > >>because all tickets still there. > >> > >>Ritu, there is no simple way to do what you want. Yes, you should use > >>another RT instance for archive, but also should write scripts that move > >> old tickets to archive and don't break anything. > >> > >> Best regards. Ruslan. > > > > I am pretty new to all this, but tell me how does taking the records from > > rt3 and inserting them into an rt3_archive database _not_ solve the > > performance problem? What do you mean the tickets are still there? - > > they'd be in a different database that would only be loaded if > > accessed... > > I guess if you're worried about performance while both are being accessed > > at the same time, that'd have to be solved by putting the 2 instances on > > different machines... or are you talking of something else? > > Cerion > > Think I said _move_ not copy. I meant this too - I assumed this is what 'archiving' meant. > Main perfomance problem is DB size even indexes don't help a lot. > > Now, RT don't allow any deletes via API, but API is only thing which > give you backward compatibility while release updates(upgrades). So if > you are going to use direct DB manipulations to move data from main > server archive you're at wrong direction, DB could be changed in future > almost unpredictable. Good point. > Another problem with lazy scripts is relationships between DB tables and > RT Instances. For eg: ticket which should be moved has link to another > one which stay in main RT instance. What to do with Link? Ok, yep, I consider myself educated :) Cerion From les at futuresource.com Mon Mar 1 08:54:29 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 01 Mar 2004 07:54:29 -0600 Subject: [rt-users] Archiving and Retrieval of data in RT In-Reply-To: <40433C3A.6060101@acronis.ru> References: <1078141992.24413.10.camel@efv2.netcore.co.in> <200403011405.45376.cerion@terpsichore.ws> <404335CD.7050102@acronis.ru> <200403011422.54918.cerion@terpsichore.ws> <40433C3A.6060101@acronis.ru> Message-ID: <1078149268.5742.15.camel@les-home.futuresource.com> On Mon, 2004-03-01 at 07:35, Ruslan U. Zakirov wrote: > Think I said _move_ not copy. > > Main perfomance problem is DB size even indexes don't help a lot. > I don't think it is so much the size as the number of items it must attempt to join to construct the views. > Now, RT don't allow any deletes via API, but API is only thing which > give you backward compatibility while release updates(upgrades). So if > you are going to use direct DB manipulations to move data from main > server archive you're at wrong direction, DB could be changed in future > almost unpredictable. > > Another problem with lazy scripts is relationships between DB tables and > RT Instances. For eg: ticket which should be moved has link to another > one which stay in main RT instance. What to do with Link? This is a big problem for me. I'm still using RT2 because of the speed issues in RT3 (which may be already fixed - I haven't tried again for a while). However at about 20,000 tickets and nearly as many users because these come in from public email, mysql is starting to need temp files for the joins in searches and frequently locks up. Does anyone have tuning hints for my.cnf? I think the only thing I can do is start over with a new RT3 perhaps on a different machine and only import a small number of tickets. However, I think the real problem is the size of the user table and I'd like to drop all the auto-created users that don't have tickets after the move. --- Les Mikesell les at futuresource.com From cubic at acronis.ru Mon Mar 1 09:06:25 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 01 Mar 2004 17:06:25 +0300 Subject: [rt-users] Archiving and Retrieval of data in RT In-Reply-To: <1078149268.5742.15.camel@les-home.futuresource.com> References: <1078141992.24413.10.camel@efv2.netcore.co.in> <200403011405.45376.cerion@terpsichore.ws> <404335CD.7050102@acronis.ru> <200403011422.54918.cerion@terpsichore.ws> <40433C3A.6060101@acronis.ru> <1078149268.5742.15.camel@les-home.futuresource.com> Message-ID: <40434361.5050203@acronis.ru> Les Mikesell wrote: > On Mon, 2004-03-01 at 07:35, Ruslan U. Zakirov wrote: > > >>Think I said _move_ not copy. >> >>Main perfomance problem is DB size even indexes don't help a lot. >> > > > I don't think it is so much the size as the number of items > it must attempt to join to construct the views. Yes, you're right. > > >>Now, RT don't allow any deletes via API, but API is only thing which >>give you backward compatibility while release updates(upgrades). So if >>you are going to use direct DB manipulations to move data from main >>server archive you're at wrong direction, DB could be changed in future >>almost unpredictable. >> >>Another problem with lazy scripts is relationships between DB tables and >>RT Instances. For eg: ticket which should be moved has link to another >>one which stay in main RT instance. What to do with Link? > > > This is a big problem for me. I'm still using RT2 because of the > speed issues in RT3 (which may be already fixed - I haven't tried > again for a while). However at about 20,000 tickets and nearly > as many users because these come in from public email, mysql > is starting to need temp files for the joins in searches and > frequently locks up. Does anyone have tuning hints for my.cnf? > > I think the only thing I can do is start over with a new RT3 > perhaps on a different machine and only import a small number > of tickets. However, I think the real problem is the size > of the user table and I'd like to drop all the auto-created > users that don't have tickets after the move. Since 3.0.4 lelease perfomance was big point of improvements and still work is going. You could give a try to 3.0.9. Yes, many user records decrease perfomance a lot, really problem for public RT servers, but still there is no one script that wipeout 'dummy users' who isn't requestor(ticket was deleted, spammers). :( Good luck. Ruslan. > > --- > Les Mikesell > les at futuresource.com From rroff at stny.rr.com Mon Mar 1 09:20:59 2004 From: rroff at stny.rr.com (Russ Roff) Date: Mon, 1 Mar 2004 09:20:59 -0500 Subject: [rt-users] Retrieve CF names by Queue Message-ID: <001801c3ff98$6b214440$2c36eda5@RUSSROFF> Could anyone give me a hint with some perl code with how to retrieve a list of all CFs for a particular queue? Thanks. Russ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Mar 1 09:22:24 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 1 Mar 2004 09:22:24 -0500 Subject: [rt-users] Journal Functions in 3.0.9 In-Reply-To: <1078124726.57031.4.camel@sr-egmp03-02> References: <18a5517ec5.17ec518a55@eris-mail1.uk.sun.com> <4041EF5C.7080709@ece.utk.edu> <1078124726.57031.4.camel@sr-egmp03-02> Message-ID: On Mar 1, 2004, at 2:05 AM, Rick Ellis wrote: > Hi Matt, > > It's not in the version that comes built into the current RT distro. > The > project Manager has seen that its there and want me to get it working > or > remove it completely and I'd rather not have to hack the programme > around to remove it. If it simply adds a limited blog, similar to the > todo list, then that would be sufficient for now. > > I have been through both the 3.0.8 and 3.0.9 builds I have here and > there isn't a post file, but there is a Post.html file. It's not included in RT 3.0.8 or 3.0.9 because it's not done yet. If you need it on an accelerated schedule, please contact me off list. From disney at ece.utk.edu Mon Mar 1 09:52:34 2004 From: disney at ece.utk.edu (Matt Disney) Date: Mon, 01 Mar 2004 09:52:34 -0500 Subject: [rt-users] Journal Functions in 3.0.9 In-Reply-To: References: <18a5517ec5.17ec518a55@eris-mail1.uk.sun.com> <4041EF5C.7080709@ece.utk.edu> <1078124726.57031.4.camel@sr-egmp03-02> Message-ID: <40434E32.5070103@ece.utk.edu> I'm using is this stuff, with modifications: http://www.fsck.com/pub/rt/devel/journal-0.1.tgz I honestly don't recommend using it, though, unless you don't mind spending some time to make it work, look the way you want, and do what you want. And remember that when Jesse is done with the *real* RT journal offering it will undoubtedly be different in some ways than the solution you've implemented, so you should be sure you're okay with adapting to that when he rolls it out if you're going to use a development offering beforehand. Matt Disney Jesse Vincent wrote: > > On Mar 1, 2004, at 2:05 AM, Rick Ellis wrote: > >> Hi Matt, >> >> It's not in the version that comes built into the current RT distro. The >> project Manager has seen that its there and want me to get it working or >> remove it completely and I'd rather not have to hack the programme >> around to remove it. If it simply adds a limited blog, similar to the >> todo list, then that would be sufficient for now. >> >> I have been through both the 3.0.8 and 3.0.9 builds I have here and >> there isn't a post file, but there is a Post.html file. > > > It's not included in RT 3.0.8 or 3.0.9 because it's not done yet. If > you need it on an accelerated schedule, please contact me off list. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From iqbala at qwestip.net Mon Mar 1 10:22:34 2004 From: iqbala at qwestip.net (Asif Iqbal) Date: Mon, 1 Mar 2004 10:22:34 -0500 Subject: [rt-users] Adding time worked from CLI Message-ID: <20040301152234.GA3629@qwestip.net> Hi All Is there a way I can add time worked to a ticket from CLI ? Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From alex at rnp.br Mon Mar 1 10:33:18 2004 From: alex at rnp.br (Alex Soares de Moura) Date: Mon, 01 Mar 2004 12:33:18 -0300 Subject: [rt-users] [Fwd: RT] Message-ID: <404357BE.7050806@rnp.br> Hello, Suddenly, this morning the RT of our production server started showing the error below accessing the RT web interface: -------------------------------------------------------------------------------------------- error: Insecure dependency in eval while running setgid at /usr/local/lib/perl5/site_perl/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: /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext/Guts.pm:247 /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm:196 /opt/rt3/lib/RT/CurrentUser.pm:360 /opt/rt3/lib/RT/Interface/Web.pm:215 /opt/rt3/share/html/Elements/Login:44 /opt/rt3/share/html/autohandler:195 raw error -------------------------------------------------------------------------------------------- Environment: FreeBSD 4.9-STABLE, rt-3.0.8, rtir-1-0-2, mysql-server-4.0.17, p5-DBIx-SearchBuilder-0.96, p5-FastCGI-0.67. -------------------------------------------------------------------------------------------- The only reference I've found in the list archive was this: http://marc.free.net.ph/message/20040109.110507.a020d925.html but the followup isn't a solution for us. To change the fastcgi to mod_perl would be a undesirable change in the environment that's been working well and stable for a couple of months. I'm even afraid of restarting the apache and/or the mysql servers once some of the users that logged in early in the morning are accessing without problems (me included). Only the users that are trying to log in since an hour ago are having this error message displayed. ------- Last min. update: the problem misteriously disappeared while I was writing this email. Go figure... Alex From alex at rnp.br Mon Mar 1 10:40:49 2004 From: alex at rnp.br (Alex Soares de Moura) Date: Mon, 01 Mar 2004 12:40:49 -0300 Subject: [rt-users] Error message with RT-3.0.8: Insecure dependency in eval In-Reply-To: <404357BE.7050806@rnp.br> References: <404357BE.7050806@rnp.br> Message-ID: <40435981.7050302@rnp.br> I do apologize for the wrong Subject of my last message. From T.Lettenbauer at MBS42.de Mon Mar 1 11:42:10 2004 From: T.Lettenbauer at MBS42.de (Lettenbauer, Thomas) Date: Mon, 1 Mar 2004 17:42:10 +0100 Subject: [rt-users] Problem with international characters (germanumlau ts) RT 3.0.9 Message-ID: Hello Dirk, it worked great, rebuilding mod_perl was the missing part. Now the problem with international characters is solved! Thank you very much Thomas -----Original Message----- From: Dirk Pape [mailto:pape-rt at inf.fu-berlin.de] Sent: Freitag, 27. Februar 2004 10:21 To: Lettenbauer, Thomas; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problem with international characters (germanumlauts) RT 3.0.9 Hello Thomas, --Am Freitag, 27. Februar 2004 9:02 Uhr +0100 schrieb "Lettenbauer, Thomas" : > Upgrade to perl 5.8.3 from 5.8.0 did not help. > > Has anybody had this problem and has solved it? did you rebuild mod_perl as well and restarted apache? Upgrade to perl 5.8.3 + rebuilding mod_perl *should* help definitely, which is my own experience and which is documented throughout this mailing list. Dirk. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 ah30 at harrisonfamily.com Mon Mar 1 11:59:13 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Mon, 1 Mar 2004 11:59:13 -0500 Subject: [rt-users] Retrieve CF names by Queue In-Reply-To: <001801c3ff98$6b214440$2c36eda5@RUSSROFF> References: <001801c3ff98$6b214440$2c36eda5@RUSSROFF> Message-ID: <20040301115913.18d8ee2a@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Mon, 1 Mar 2004 09:20:59 -0500, Russ Roff wrote Subject: "[rt-users] Retrieve CF names by Queue" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Could anyone give me a hint with some perl code with how to retrieve a list of all CFs for a particular queue? > > Thanks. > > Russ Here's a little snippet of one of my scripts that is mostly Ruslan's doing. % my $CFs = $QueueObj->CustomFields($ARGS{'CustomField'}); % while (my $CF = $CFs->Next) { % my $CFVs = $CF->Values(); % while ( my $CFV = $CFVs->Next ) { % next unless $CFV->CustomField == $ARGS{'CustomField'}; <% $CFV->Name %> <% $CFV->Description %> % } % } <%INIT> use Data::Dumper; $Data::Dumper::Indent=1; use RT::Users; use RT::Group; use RT::Principal; my $GroupObj = new RT::Group($session{'CurrentUser'}); my $UserObj = new RT::Users($session{'CurrentUser'}); my $QueueObj = new RT::Queue($session{'CurrentUser'}); ##my $PrincipalObj = $GroupObj->PrincipalId($QueueObj); #my $PrincipalObj = $GroupObj->PrincipalObj($session{'CurrentUser'}); $QueueObj->Load($Queue) || Abort (loc("Queue could not be loaded.")); <%ARGS> $Queue => 35 $CF => undef $CFV => undef In this case, I pass the custom field id to this script. Obviously you wont need to include each and every line in the init block. -- Andy Harrison (full headers for details) From adam at baz.org Mon Mar 1 12:03:17 2004 From: adam at baz.org (Adam Hirsch) Date: Mon, 1 Mar 2004 12:03:17 -0500 Subject: [rt-users] second-level sort Message-ID: <20040301170317.GC10106@baz.org> Having just made the jump from RT2 to RT3, I've got some users who are flushing out differences in behavior. One of them likes to look at her queue sorted by owner, but then had gotten used to an automatic subsort by ascending ticket number. RT3 gets the primary sort-by-owner right, but then the tickets owned by any particular person are in a seemingly random order. Anyone know whether it's possible to get subsorts, or even have it default to ascending numeric order? Adam -- adam hirsch By the time their numbers had dwindled from 50 adam at baz.org to 8, the other dwarves began to suspect 'Hungry.' From minelli at psu.edu Mon Mar 1 13:58:03 2004 From: minelli at psu.edu (Jeff Minelli) Date: Mon, 01 Mar 2004 13:58:03 -0500 Subject: [rt-users] [Fwd: RT] In-Reply-To: <404357BE.7050806@rnp.br> References: <404357BE.7050806@rnp.br> Message-ID: <1078167483.17360.26.camel@osiris.gravity.psu.edu> That is insanely bizarre. I'm getting the exact same message trying to create a new queue. -jeff On Mon, 2004-03-01 at 10:33, Alex Soares de Moura wrote: > Hello, > > Suddenly, this morning the RT of our production server started showing > the error below accessing the RT web interface: > > -------------------------------------------------------------------------------------------- > error: Insecure dependency in eval while running setgid at > /usr/local/lib/perl5/site_perl/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: > /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext/Guts.pm:247 > /usr/local/lib/perl5/site_perl/5.8.2/Locale/Maketext.pm:196 > /opt/rt3/lib/RT/CurrentUser.pm:360 > /opt/rt3/lib/RT/Interface/Web.pm:215 > /opt/rt3/share/html/Elements/Login:44 > /opt/rt3/share/html/autohandler:195 > raw error > -------------------------------------------------------------------------------------------- > Environment: > FreeBSD 4.9-STABLE, rt-3.0.8, rtir-1-0-2, mysql-server-4.0.17, > p5-DBIx-SearchBuilder-0.96, p5-FastCGI-0.67. > -------------------------------------------------------------------------------------------- > > The only reference I've found in the list archive was this: > http://marc.free.net.ph/message/20040109.110507.a020d925.html > > but the followup isn't a solution for us. To change the fastcgi to > mod_perl would be a undesirable change in the environment that's been > working well and stable for a couple of months. > > I'm even afraid of restarting the apache and/or the mysql servers once > some of the users that logged in early in the morning are accessing > without problems (me included). Only the users that are trying to log in > since an hour ago are having this error message displayed. > ------- > > Last min. update: the problem misteriously disappeared while I was > writing this email. Go figure... > > Alex > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From adam at baz.org Mon Mar 1 14:15:39 2004 From: adam at baz.org (Adam Hirsch) Date: Mon, 1 Mar 2004 14:15:39 -0500 Subject: [rt-users] rt2-to-rt3 links-only Message-ID: <20040301191539.GD10106@baz.org> So I goobered up my rt2->3 installation by running dumpfile-to-rt-3.0 while my $rtname was still set to "testing.foo", and then changing it to its proper value after the fact. The end result was a seemingly good import, but without any of the links and ticket relationships I'd expected. In looking around for a way to recover, I poked around in dumpfile-to-rt-3.0, and noticed that it's just set up as a bunch of conditional actions, keyed off of some booleans: my $import_global_metadata = 1; my $import_users = 1; my $import_groups = 1; my $import_queues = 1; my $import_tickets = 1; my $import_links = 1; What I'm curious about is whether or not I could just turn all these to 0 except for $import_links, and then rerun dumpfile-to-rt-3.0 to pull just the links into my running RT3 instance. Anyone done anything similar? Adam -- adam at baz.org One test is worth a thousand expert opinions. http://web.baz.org/~adam/ - Bill Nye the Science Guy From nospam420 at yahoo.com Mon Mar 1 14:57:39 2004 From: nospam420 at yahoo.com (No Spam) Date: Mon, 1 Mar 2004 11:57:39 -0800 (PST) Subject: [rt-users] RT3 FAQ? In-Reply-To: Message-ID: <20040301195739.8029.qmail@web20722.mail.yahoo.com> I've just started using RT and have a number of questions, a bunch of things that I want to get it to do that I can't get it to do and think it ought to do and am not sure if I'm just not configuring it right, or if these features don't exist. But before I start asking these, I went to look for a FAQ. --- rt-users-request at lists.bestpractical.com wrote: > Before you ask your questions of the list, you should definitely go > read the online docs at http://fsck.com/rtfm/ If you're running into a > problem, it's likely that you're not the first person to hit it. I think this FAQ is for RT2. Is there an RT3 FAQ, or is this all that there is? - Rich __________________________________ Do you Yahoo!? Get better spam protection with Yahoo! Mail. http://antispam.yahoo.com/tools From fw at deneb.enyo.de Mon Mar 1 06:11:41 2004 From: fw at deneb.enyo.de (Florian Weimer) Date: Mon, 1 Mar 2004 12:11:41 +0100 Subject: [rt-users] Easiest distro for RT 3? In-Reply-To: <1077160498.7670.144.camel@titan.fx.net.nz> References: <40336FCB.3020403@lehigh.edu> <4033966A.8050202@intransa.com> <1077160498.7670.144.camel@titan.fx.net.nz> Message-ID: <20040301111141.GA1412@deneb.enyo.de> Jamie Baddeley wrote: > I've been considering my options for running rt3 on debian. I had come > to 2 conclusions. > 1. Run stable and pin rt3 to unstable > 2. Run unstable. > > Option 1 is ugly. Option 2 was pretty much the way I was going to go. RT 3 runs best with Perl 5.8.3, which pretty much rules out using Debian stable. -- Current mail filters: many dial-up/DSL/cable modem hosts, and the following domains: atlas.cz, bigpond.com, freenet.de, hotmail.com, libero.it, netscape.net, postino.it, tiscali.co.uk, tiscali.cz, tiscali.it, voila.fr, wanadoo.fr, yahoo.com. From ah30 at harrisonfamily.com Mon Mar 1 15:58:26 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Mon, 1 Mar 2004 15:58:26 -0500 Subject: [rt-users] Custom Fields and Templates Message-ID: <20040301155826.60cd31eb@andy> I'd like to print out the custom fields and their values in a template. I'm just trying to get it to print out the CF name first and I can't even get that far. { my $CustomFields = $TicketObj->QueueObj->CustomFields(); while (my $CustomField = $CustomFields->Next()) { $OUT .= $CustomField->Name . "\n"; } $OUT; } It quits with the following error: Program fragment delivered error ``Can't call method "QueueObj" on an undefined value at template line 15. (line 15 is the line with QueueObj in it.) Stack: [template:15] [/usr/local/rt3/lib/RT/Template_Overlay.pm:395] [/usr/local/rt3/lib/RT/Template_Overlay.pm:315] [/usr/local/rt3/lib/RT/Action/SendEmail.pm:210] [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:199] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:402] [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:345] [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:196] [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:118] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3801] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3944] [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3318] [/usr/local/rt3/lib/RT/Interface/Web.pm:949] [/usr/local/rt3/lib/RT/Interface/Web.pm:1071] [/usr/local/rt3/share/html/Ticket/Display.html:108] [/usr/local/rt3/share/html/Ticket/Update.html:196] [/usr/local/rt3/share/html/autohandler:189]'' -- Andy Harrison (full headers for details) From m-liebman at northwestern.edu Mon Mar 1 16:30:15 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 1 Mar 2004 16:30:15 -0500 Subject: [rt-users] [Fwd: RT] In-Reply-To: <1078167483.17360.26.camel@osiris.gravity.psu.edu> References: <404357BE.7050806@rnp.br> <1078167483.17360.26.camel@osiris.gravity.psu.edu> Message-ID: <20040301213015.GA9044@SDF.LONESTAR.ORG> On Mon, Mar 01, 2004 at 01:58:03PM -0500, Jeff Minelli wrote: > That is insanely bizarre. I'm getting the exact same message trying to > create a new queue. I get it at random times too. The suggestion I got when I was trying to troubleshoot was to use suexec but I haven't had a chance to try it out. (See http://lists.fsck.com/pipermail/rt-users/2004-February/020603.html) 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.husband at leadup.com.au Mon Mar 1 18:08:52 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Tue, 2 Mar 2004 09:08:52 +1000 Subject: [rt-users] second-level sort In-Reply-To: <20040301170317.GC10106@baz.org> Message-ID: <002001c3ffe2$2a8aff30$8f90a8c0@internal.leadup.com.au> I think the default sort order is by ticket priority, but if you select any queue you can choose the sort order by clicking on headers > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Adam > Hirsch > Sent: Tuesday, 2 March 2004 3:03 AM > To: RT users > Subject: [rt-users] second-level sort > > > Having just made the jump from RT2 to RT3, I've got some users who are > flushing out differences in behavior. One of them likes to > look at her > queue sorted by owner, but then had gotten used to an > automatic subsort by > ascending ticket number. RT3 gets the primary sort-by-owner > right, but > then the tickets owned by any particular person are in a > seemingly random > order. > > Anyone know whether it's possible to get subsorts, or even > have it default > to ascending numeric order? > > Adam > From m.husband at leadup.com.au Mon Mar 1 18:11:49 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Tue, 2 Mar 2004 09:11:49 +1000 Subject: [rt-users] RT3 FAQ? In-Reply-To: <20040301195739.8029.qmail@web20722.mail.yahoo.com> Message-ID: <002301c3ffe2$940c9450$8f90a8c0@internal.leadup.com.au> See also: http://wiki.bestpractical.com/cgi-bin/index.cgi?HomePage http://lists.bestpractical.com/search.html http://lists.fsck.com/pipermail/rt-users/ > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of No Spam > Sent: Tuesday, 2 March 2004 5:58 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT3 FAQ? > > > I've just started using RT and have a number of questions, a > bunch of things that I want to get it > to do that I can't get it to do and think it ought to do and > am not sure if I'm just not > configuring it right, or if these features don't exist. > > But before I start asking these, I went to look for a FAQ. > > --- rt-users-request at lists.bestpractical.com wrote: > > > Before you ask your questions of the list, you should definitely go > > read the online docs at http://fsck.com/rtfm/ If you're > running into a > > problem, it's likely that you're not the first person to hit it. > > I think this FAQ is for RT2. Is there an RT3 FAQ, or is this > all that there is? > > - Rich > > > From nevans at fedex.com Mon Mar 1 19:18:37 2004 From: nevans at fedex.com (Nathan Evans) Date: Mon, 1 Mar 2004 18:18:37 -0600 Subject: [rt-users] RT3 + Stock Answers Message-ID: <304E38B7F0C51E4993C7D316A5B517920194F22B@MEMEXCH02V.corp.ds.fedex.com> I needed the stock answers (Canned Response) functionality from RT2 in RT3. Since the add-on had not been created yet, here is a quick hack to insert "Stock Answers" into RT3. I basically copied the two files (StockAnswers.html & ShowStockAnswers) from my old RT2 installation and with a few minor tweaks I was able to make it work on RT3. Here is how it went: Copy the webpage that updates the ticket to your local directory: cp /share/html/Ticket/Update.html /local/html/Ticket/Update.html Next add the following line just below the code that creates the "Update Type:" dropdown box (about line 74) or where ever you want the dropdown box to appear. Stock Answer:<& /Ticket/ShowStockAnswers, Queue => $TicketObj->QueueObj->Name &> Copy StockAnswers.html & ShowStockAnswers (from your RT2 install or download it from the contrib di) into the same directory as above (/local/html/Ticket/) edit ShowStockAnswers, change line 59 from: my $templateDir="$RT::MasonLocalComponentRoot/../../templates/"; to: my $templateDir="$RT::MasonLocalComponentRoot/../templates/"; copy your stock answers (from RT2 install) to: /local/templates// That did it for me. Enjoy Nathan Evans From darren at dazza.org Mon Mar 1 21:59:38 2004 From: darren at dazza.org (Darren Nickerson) Date: Mon, 1 Mar 2004 21:59:38 -0500 Subject: [rt-users] Ticket creation fails - sequences borked after export RT2 (MySQL) toRT3 (Oracle) ?? Message-ID: <077e01c40002$67b50e30$090a000a@DAZZALAP> Folks, I've had no replies to my previous two posts to -users... I guess it's either a) three strikes and I'm out, or b) third time lucky ;-) Please let it be b) !!! So the export completed, and I have a sexy new RT3 instance. Only, I'm not able to create tickets by sending mail to it. Syslog logs only: Mar 1 17:58:22 polaris RT: Couldn't create a ticket (/usr/local/rt3/lib/RT/Ticket_Overlay.pm:519) Mar 1 17:58:22 polaris RT: Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:678) Mar 1 17:58:23 polaris RT: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/usr/local/rt3/lib/RT/Interface/Email.pm:684) Digging more deeply, I see the following in the HTTP logs: [Mon Mar 1 17:58:22 2004] [error] [client 216.152.199.8] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::Oracle::st execute failed: ORA-00001: unique constraint (RT3_IFAX.TICKETS_KEY) violated (DBD ERROR: OCIStmtExecute) [for Statement "INSERT INTO Tickets (Status, Queue, InitialPriority, Type, Started, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p5='1970-01-01 00:00:00', :p12='10', :p8='2004-03-02 01:58:22', :p14='1970-01-01 00:00:00', :p10='50', :p13='1182', :p16='50', :p2='6', :p3='50', :p6='1970-01-01 00:00:00', :p15='2004-03-02 01:58:22', :p1='new', :p7='4', :p17='2004-03-07 01:58:22', :p4='ticket', :p9='tyest', :p11='1182'] at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. >From the archives, I see that this might have something to do with sequences not being setup properly. If I read the above query and its bind values properly, it's trying to create ticket with 'id = 4', which is clearly not going to work on this several thousand ticket database. Looking at all of my sequences, I see they're presently at: Sequence Value ============ ACL_SEQ 121 ATTACHMENTS_SEQ 1 CACHEDGROUPMEMBERS_SEQ 45701 CUSTOMFIELDS_SEQ 1 CUSTOMFIELDVALUES_SEQ 1 GROUPMEMBERS_SEQ 15921 GROUPS_SEQ 1 LINKS_SEQ 61 PRINCIPALS_SEQ 19701 QUEUES_SEQ 21 SCRIPACTIONS_SEQ 21 SCRIPCONDITIONS_SEQ 21 SCRIPS_SEQ 41 TEMPLATES_SEQ 21 TICKETCUSTOMFIELDVALUES_SEQ 1 TICKETS_SEQ 5 (note that this used to be 4 ... I tried another test and it incremented) TRANSACTIONS_SEQ 1 USERS_SEQ 1 (Some of the values might be a little off, since Oracle assigns sequences in blocks of 20 and lets them sit around in memory) I'm not certain how many of these look suspicious, but clearly the TICKETS_SEQ is wrong. So I dropped that sequence, and created a new one with an initial of 4000, well clear of my last ticket. I mailed RT, and this time a ticket was at least partly created! *happy dance* I got three emails from RT - an autoreply as the creator, a notification of the new ticket as the watcher, and finally a message from RT saying the ticket creation had failed, even though the previous messages clearly indicated ticket 4000 was partly born. One odd thing I did notice ... both the autoreply and the message to the watcher said 'this ticket has no content'. Here's the first part of the apache log now (a messy error cascade followed this one, but is not relevant here): [Mon Mar 1 18:35:38 2004] [error] [client 216.152.199.8] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::Oracle::st execute failed: ORA-00001: unique constraint (RT3_IFAX.TRANSACTIONS_KEY) violated (DBD ERROR: OCIStmtExecute) [for Statement "INSERT INTO Transactions (Type, Field, id, OldValue, Ticket, NewValue, Creator, Created, Data) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p5='4002', :p6=undef, :p3='3', :p7='1182', :p1='Create', :p8='2004-03-02 02:35:38', :p4=undef, :p9=undef, :p2=undef] at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. Arg, another messed up sequence - the MySQL from RT3 has over 24,000 transactions, and we're starting at '1' here. I guess I can go through and manually set up the sequences to be more sane, but if this is intended behaviour I think there should be something in the import tool's README. Jesse can you comment? Also, if I can try your patience for one more second, I know I have seen it mentioned here but there's never been any official response. Is it normal for the GROUPMEMBERS_SEQ to be so large? RT2 claims to only have 19 rows in GroupMembers. I look forward to hearing from anyone .... please? ;-) -Darren -- Darren Nickerson Senior Sales & Support Engineer iFAX Solutions, Inc. www.ifax.com darren.nickerson at ifax.com +1.215.438.4638 ext 8106 office +1.215.243.8335 fax From justin at internode.com.au Mon Mar 1 22:27:20 2004 From: justin at internode.com.au (Justin Hawkins) Date: Tue, 2 Mar 2004 13:57:20 +1030 Subject: [rt-users] Custom Fields and CLI Message-ID: <20040302032720.GH6498@internode.com.au> Hi, Is the ability to read/edit Custom Fields exposed via the REST interface, to the RT command line interface script? I note that doing a ticket edit via the CLI does not show any custom fields, and I've tried various things to get it to show them to me - to no avail. Is this a missing feature? Or omitted for some reason? - Justin -- Justin Hawkins Email: justin at internode.com.au (W) Systems Programmer Email: justin at hawkins.id.au (H) Internode Systems Pty Ltd Phone: +61-8-82282999 "Sometimes I can hardly see the mirrors for the smoke" From DSuzuki at ZipRealty.com Mon Mar 1 22:35:14 2004 From: DSuzuki at ZipRealty.com (Derek Suzuki) Date: Mon, 1 Mar 2004 19:35:14 -0800 Subject: [rt-users] Odd hangs with RT 3.0.9 Message-ID: <4EDB653D80A0234CAE572A89316BDDFF08D1F23D@elvis.ziprealty.com> I recently upgraded to RT 3.0.9 (RHEL 3, mod_fastcgi-2.4.2, perl 5.8.0, MySQL 4.0.13) and have been suffering from occasional hangs. Every now and then, the perl process will peg the CPU for a minute or two. During that time, other RT requests will time out. If I wait a couple of minutes, the problem goes away. The error logs show no problems other than the timeouts. This doesn't seem to resemble any of the performance problems I've seen in the archives. The machine is weak (P3-500 w/256MB RAM), but it's not under any kind of real load. Most of the time it behaves just fine. Any ideas what this might be? Derek From pdh at snapgear.com Mon Mar 1 22:39:57 2004 From: pdh at snapgear.com (Phil Homewood) Date: Tue, 2 Mar 2004 13:39:57 +1000 Subject: [rt-users] Ticket creation fails - sequences borked after export RT2 (MySQL) toRT3 (Oracle) ?? In-Reply-To: <077e01c40002$67b50e30$090a000a@DAZZALAP> References: <077e01c40002$67b50e30$090a000a@DAZZALAP> Message-ID: <20040302033957.GR4007@moreton.com.au> Darren Nickerson wrote: > I'm not certain how many of these look suspicious, but clearly the > TICKETS_SEQ is wrong. So I dropped that sequence, and created a new one with > an initial of 4000, well clear of my last ticket. I mailed RT, and this time > a ticket was at least partly created! *happy dance* I got three emails from > RT - an autoreply as the creator, a notification of the new ticket as the > watcher, and finally a message from RT saying the ticket creation had > failed, even though the previous messages clearly indicated ticket 4000 was > partly born. One odd thing I did notice ... both the autoreply and the > message to the watcher said 'this ticket has no content'. At the very least, your Attachments, Transactions and Users sequence needs updating, too. There will be others. But I don't speak Oracle, so I'm not sure of the best way to fix them all... -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From pdh at bestpractical.com Tue Mar 2 00:04:43 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 2 Mar 2004 15:04:43 +1000 Subject: [rt-users] Problems with ticket openning (RT 2.0.15/FastCGI/Apache 2.0.40) In-Reply-To: <3D2DD189DB7CAE409440932E604C8ACF2F6405@vie-ms01.office.ecetra.com> References: <3D2DD189DB7CAE409440932E604C8ACF2F6405@vie-ms01.office.ecetra.com> Message-ID: <20040302050443.GZ4007@moreton.com.au> Polivanov, Michael wrote: > I have installed a new instance of RT with separate perl instance > (5.8.3) only for RT. I am using apache 2.0.40 (later i will move 2.0.48) > with FastCGI (the dist is RH 9.0). Everything works ok, but every new > ticket results in following errors in apache log: > > [Mon Mar 01 11:37:57 2004] [error] [client 10.251.154.197] > FastCGI: server "/opt/rt/2.0.15/bin/mason_handler.fcgi" stderr: > DBD::mysql::st execute failed: Column 'Keyword' cannot be null at > /opt/rt/perl/5.8.3/lib/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line > 410, line 1414., referer: https://xxxxx/Ticket/Create.html?Queue=8 You say this is a new instance. Any reason you chose 2.0.15 over 3.0.x? At any rate: you might want to tweak the debug statement that produced that error (around SearchBuilder/Handle.pm:410) to also dump the @bind_values array for inspection. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rvyhmeister at aiias.edu Tue Mar 2 02:44:43 2004 From: rvyhmeister at aiias.edu (Ronald Vyhmeister) Date: Tue, 2 Mar 2004 15:44:43 +0800 Subject: [rt-users] Problems with 3.0.9 Message-ID: <200403020744.i227io3w028816@fs1.aiias.edu> I've installed 3.0.9 clean on a debian server, adjusted postgres to allow local connections... and all works fine, except... If I reply to an e-mail, this is what I get... and even when I use the web interface to reply, I get the same error... Interestingly, the requestor e-mail is set correctly. Any other ideas? Thanks, Ron Mar 2 15:32:54 mba RT: Converting 'us-ascii' to 'utf-8' for text/plain - RE: [m ba.aiias.edu #38] AutoReply: New fake problem Mar 2 15:32:54 mba RT: Found a ticket ID. It's 38 Mar 2 15:32:54 mba RT: RT::Scrip=HASH(0x9873088): Couldn't prepare Open Tickets (/usr/share/perl5/RT/Scrip_Overlay.pm:346) Mar 2 15:32:54 mba RT: #38/75 - Scrip 4 (/usr/share/perl5/RT/Action/SendEmail.pm:92) Mar 2 15:32:54 mba RT: No reci pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) Mar 2 15:32:54 mba RT: #38/75 - Scrip 5 (/usr/share/perl5/RT/Action/SendEmail.pm:92) Mar 2 15:32:54 mba RT: No reci pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) Mar 2 15:32:54 mba RT: #38/75 - Scrip 6 (/usr/share/perl5/RT/Action/SendEmail.pm:92) Mar 2 15:32:54 mba RT: No recip ients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) Mar 2 15:32:55 mba postfix/local[31175]: E514432E75: to=, rel ay=local, delay=2, status=sent ("|/usr/bin/rt-mailgate --queue general --action correspond --url http://localhost/rt") -------------------------------------- Ronald Vyhmeister, PhD rvyhmeister at aiias.edu Chairman, Business Department AIIAS Technology is dominated by two kinds of people: Those who manage what they do not understand and those who understand that which they do not manage. From torsten.brumm at kuehne-nagel.com Tue Mar 2 05:20:05 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Tue, 2 Mar 2004 11:20:05 +0100 Subject: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: <20040302030258.A38B611371@pallas.eruditorum.org> Message-ID: Hi @ all, another problem with the RT 3.0.9. If i create a new ticket within the web interface and i attach one file, the ticket is shown with one file and one signature. if i attach two files, the created ticket has two signatures, if i add 3 files = 3 signatures and so on. Is this a bug or a misconfiguration at my site? Thanks Torsten From laas.toom at eenet.ee Tue Mar 2 07:26:02 2004 From: laas.toom at eenet.ee (Laas Toom) Date: Tue, 2 Mar 2004 14:26:02 +0200 Subject: [rt-users] extract CC-s automatically Message-ID: <20040302122602.GA82062@eenet.ee> Hello, If i send a email to RT3 (3.0.8) that has multiple addresses in Cc: or To: lines, is it possible for RT to extract them and put under the CC in People for that ticket, so that when somebody corresponds to that ticket, those other people get that message too. It would be best, if i could contol it with script (as in on comment, others won't get notified). Also, is there a more complex howto, faq, or smth on creating templates in RT 3. (i got lost while reading through RT's source and still didn't find answers to my questions). Best, Laas Toom laas.toom at eenet.ee From cubic at acronis.ru Tue Mar 2 07:31:57 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 15:31:57 +0300 Subject: [rt-users] Custom Fields and Templates In-Reply-To: <20040301155826.60cd31eb@andy> References: <20040301155826.60cd31eb@andy> Message-ID: <40447EBD.8000505@acronis.ru> Andy Harrison wrote: > I'd like to print out the custom fields and their values in a > template. I'm just trying to get it to print out the CF name first > and I can't even get that far. > > { > my $CustomFields = $TicketObj->QueueObj->CustomFields(); > while (my $CustomField = $CustomFields->Next()) { > $OUT .= $CustomField->Name . "\n"; > } > $OUT; > } > In template code you have $Ticket not $TicketObj. Good luck. Ruslan. > > > > It quits with the following error: > > > > Program fragment delivered error ``Can't call method "QueueObj" on an undefined value at template line 15. > (line 15 is the line with QueueObj in it.) > > Stack: > [template:15] > [/usr/local/rt3/lib/RT/Template_Overlay.pm:395] > [/usr/local/rt3/lib/RT/Template_Overlay.pm:315] > [/usr/local/rt3/lib/RT/Action/SendEmail.pm:210] > [/usr/local/rt3/lib/RT/ScripAction_Overlay.pm:199] > [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:402] > [/usr/local/rt3/lib/RT/Scrip_Overlay.pm:345] > [/usr/local/rt3/lib/RT/Scrips_Overlay.pm:196] > [/usr/local/rt3/lib/RT/Transaction_Overlay.pm:118] > [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3801] > [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3944] > [/usr/local/rt3/lib/RT/Ticket_Overlay.pm:3318] > [/usr/local/rt3/lib/RT/Interface/Web.pm:949] > [/usr/local/rt3/lib/RT/Interface/Web.pm:1071] > [/usr/local/rt3/share/html/Ticket/Display.html:108] > [/usr/local/rt3/share/html/Ticket/Update.html:196] > [/usr/local/rt3/share/html/autohandler:189]'' From cubic at acronis.ru Tue Mar 2 07:35:17 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 15:35:17 +0300 Subject: [rt-users] Problems with 3.0.9 In-Reply-To: <200403020744.i227io3w028816@fs1.aiias.edu> References: <200403020744.i227io3w028816@fs1.aiias.edu> Message-ID: <40447F85.9010600@acronis.ru> By default action actor not notified unless you set $NotifyActor to 1 in config. Then look in your scrips better may be you've forgot somebody notifications. Good luck. Ruslan. Ronald Vyhmeister wrote: > I've installed 3.0.9 clean on a debian server, adjusted postgres to allow > local connections... and all works fine, except... If I reply to an e-mail, > this is what I get... and even when I use the web interface to reply, I get > the same error... Interestingly, the requestor e-mail is set correctly. > Any other ideas? > > Thanks, > > Ron > > Mar 2 15:32:54 mba RT: Converting 'us-ascii' to 'utf-8' for text/plain - > RE: [m > ba.aiias.edu #38] AutoReply: New fake problem > Mar 2 15:32:54 mba RT: Found a ticket ID. It's 38 > Mar 2 15:32:54 mba RT: RT::Scrip=HASH(0x9873088): Couldn't prepare Open > Tickets > (/usr/share/perl5/RT/Scrip_Overlay.pm:346) > Mar 2 15:32:54 mba RT: > #38/75 - > Scrip 4 (/usr/share/perl5/RT/Action/SendEmail.pm:92) > Mar 2 15:32:54 mba RT: No > reci > pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) > Mar 2 15:32:54 mba RT: > #38/75 - > Scrip 5 (/usr/share/perl5/RT/Action/SendEmail.pm:92) > Mar 2 15:32:54 mba RT: No > reci > pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) > Mar 2 15:32:54 mba RT: > #38/75 - > Scrip 6 (/usr/share/perl5/RT/Action/SendEmail.pm:92) > Mar 2 15:32:54 mba RT: No > recip > ients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) > Mar 2 15:32:55 mba postfix/local[31175]: E514432E75: to=, > rel > ay=local, delay=2, status=sent ("|/usr/bin/rt-mailgate --queue general > --action > correspond --url http://localhost/rt") > -------------------------------------- > Ronald Vyhmeister, PhD > rvyhmeister at aiias.edu > Chairman, Business Department > AIIAS > Technology is dominated by two kinds of people: > Those who manage what they do not understand and > those who understand that which they do not manage. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Tue Mar 2 07:37:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 15:37:50 +0300 Subject: [rt-users] extract CC-s automatically In-Reply-To: <20040302122602.GA82062@eenet.ee> References: <20040302122602.GA82062@eenet.ee> Message-ID: <4044801E.9010409@acronis.ru> Laas Toom wrote: > Hello, > > If i send a email to RT3 (3.0.8) that has multiple addresses in Cc: or To: lines, is it possible for RT to extract them and put under the CC in People for that ticket, so that when somebody corresponds to that ticket, those other people get that message too. > > It would be best, if i could contol it with script (as in on comment, others won't get notified). > > > Also, is there a more complex howto, faq, or smth on creating templates in RT 3. (i got lost while reading through RT's source and still didn't find answers to my questions). > Set($ParseNewMessageForTicketCcs , 1); in config should help. Best regards. Ruslan. From cubic at acronis.ru Tue Mar 2 07:43:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 15:43:03 +0300 Subject: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: References: Message-ID: <40448157.1020902@acronis.ru> HAM MI-IH / Torsten Brumm wrote: > Hi @ all, > > another problem with the RT 3.0.9. > > If i create a new ticket within the web interface and i attach one file, the > ticket is shown with one file and one signature. > > if i attach two files, the created ticket has two signatures, if i add 3 > files = 3 signatures and so on. > > Is this a bug or a misconfiguration at my site? I've got fresh 3.0.9 without overrides and everything is fine with this. This was an issue until 3.0.6 or so, but was fixed. I think you got local overrides of interface or did update wrong, may be apache restart. Best regards. Ruslan. > > Thanks > > Torsten From torsten.brumm at kuehne-nagel.com Tue Mar 2 07:47:20 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Tue, 2 Mar 2004 13:47:20 +0100 Subject: AW: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: <40448157.1020902@acronis.ru> Message-ID: Hi Ruslan, this is a fresh installation, new system, new rt3.0.9 only the data is imported from 2.0. But i will try with apache restart. Kind Regards Torsten -----Ursprungliche Nachricht----- Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Gesendet: Dienstag, 2. Marz 2004 13:43 An: HAM MI-IH / Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments HAM MI-IH / Torsten Brumm wrote: > Hi @ all, > > another problem with the RT 3.0.9. > > If i create a new ticket within the web interface and i attach one file, the > ticket is shown with one file and one signature. > > if i attach two files, the created ticket has two signatures, if i add 3 > files = 3 signatures and so on. > > Is this a bug or a misconfiguration at my site? I've got fresh 3.0.9 without overrides and everything is fine with this. This was an issue until 3.0.6 or so, but was fixed. I think you got local overrides of interface or did update wrong, may be apache restart. Best regards. Ruslan. > > Thanks > > Torsten From torsten.brumm at kuehne-nagel.com Tue Mar 2 07:50:46 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Tue, 2 Mar 2004 13:50:46 +0100 Subject: AW: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: <40448157.1020902@acronis.ru> Message-ID: Hi Ruslan, ok, i have tried with apache restart, same problem. Torsten -----Ursprungliche Nachricht----- Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Gesendet: Dienstag, 2. Marz 2004 13:43 An: HAM MI-IH / Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments HAM MI-IH / Torsten Brumm wrote: > Hi @ all, > > another problem with the RT 3.0.9. > > If i create a new ticket within the web interface and i attach one file, the > ticket is shown with one file and one signature. > > if i attach two files, the created ticket has two signatures, if i add 3 > files = 3 signatures and so on. > > Is this a bug or a misconfiguration at my site? I've got fresh 3.0.9 without overrides and everything is fine with this. This was an issue until 3.0.6 or so, but was fixed. I think you got local overrides of interface or did update wrong, may be apache restart. Best regards. Ruslan. > > Thanks > > Torsten From cubic at acronis.ru Tue Mar 2 07:53:59 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 15:53:59 +0300 Subject: AW: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: References: Message-ID: <404483E7.7020600@acronis.ru> HAM MI-IH / Torsten Brumm wrote: > Hi Ruslan, > > ok, i have tried with apache restart, same problem. Sorry, i've checked reply for not create. Eh, it's bug. > > Torsten > > -----Ursprungliche Nachricht----- > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Gesendet: Dienstag, 2. Marz 2004 13:43 > An: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments > > > HAM MI-IH / Torsten Brumm wrote: > >>Hi @ all, >> >>another problem with the RT 3.0.9. >> >>If i create a new ticket within the web interface and i attach one file, > > the > >>ticket is shown with one file and one signature. >> >>if i attach two files, the created ticket has two signatures, if i add 3 >>files = 3 signatures and so on. >> >>Is this a bug or a misconfiguration at my site? > > I've got fresh 3.0.9 without overrides and everything is fine with this. > This was an issue until 3.0.6 or so, but was fixed. I think you got > local overrides of interface or did update wrong, may be apache restart. > > Best regards. Ruslan. > >>Thanks >> >>Torsten > > From torsten.brumm at kuehne-nagel.com Tue Mar 2 07:58:41 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Tue, 2 Mar 2004 13:58:41 +0100 Subject: AW: AW: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: <404483E7.7020600@acronis.ru> Message-ID: OK, so if i'm right, you also have this problem? This is not a bug, this is a feature ;-) Any Idea for a solution? Greetings Torsten -----Ursprungliche Nachricht----- Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Gesendet: Dienstag, 2. Marz 2004 13:54 An: HAM MI-IH / Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: AW: [rt-users] Problem RT3 with Signatures and attachments HAM MI-IH / Torsten Brumm wrote: > Hi Ruslan, > > ok, i have tried with apache restart, same problem. Sorry, i've checked reply for not create. Eh, it's bug. > > Torsten > > -----Ursprungliche Nachricht----- > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Gesendet: Dienstag, 2. Marz 2004 13:43 > An: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments > > > HAM MI-IH / Torsten Brumm wrote: > >>Hi @ all, >> >>another problem with the RT 3.0.9. >> >>If i create a new ticket within the web interface and i attach one file, > > the > >>ticket is shown with one file and one signature. >> >>if i attach two files, the created ticket has two signatures, if i add 3 >>files = 3 signatures and so on. >> >>Is this a bug or a misconfiguration at my site? > > I've got fresh 3.0.9 without overrides and everything is fine with this. > This was an issue until 3.0.6 or so, but was fixed. I think you got > local overrides of interface or did update wrong, may be apache restart. > > Best regards. Ruslan. > >>Thanks >> >>Torsten > > From dermot_w at irishbroadband.ie Tue Mar 2 08:00:56 2004 From: dermot_w at irishbroadband.ie (Dermot Williams) Date: Tue, 2 Mar 2004 13:00:56 -0000 Subject: [rt-users] Debugging Scrips Message-ID: <4F9AFFC2D6F9CD43A1F29A57B3248D0F57869A@dubsrv01.irishbroadband.ie> Hi, Would anyone be able to tell me how to enable debugging in RT? I'm taking my first tentative steps in Scrip creation and badly need some feedback on where I'm falling over! Any pointers appreciated. Regards, Dermot Williams Technical Support Engineer Irish Broadband Internet Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Tue Mar 2 08:08:48 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 16:08:48 +0300 Subject: AW: AW: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: References: Message-ID: <40448760.9090605@acronis.ru> HAM MI-IH / Torsten Brumm wrote: > OK, so if i'm right, you also have this problem? This is not a bug, this is > a feature ;-) > > Any Idea for a solution? I can fix it, but have no time :) and big wish. Ruslan. > > Greetings > > Torsten > > -----Ursprungliche Nachricht----- > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Gesendet: Dienstag, 2. Marz 2004 13:54 > An: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: [rt-users] Problem RT3 with Signatures and attachments > > > HAM MI-IH / Torsten Brumm wrote: > >>Hi Ruslan, >> >>ok, i have tried with apache restart, same problem. > > > Sorry, i've checked reply for not create. Eh, it's bug. > > > >>Torsten >> >>-----Ursprungliche Nachricht----- >>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] >>Gesendet: Dienstag, 2. Marz 2004 13:43 >>An: HAM MI-IH / Torsten Brumm >>Cc: rt-users at lists.bestpractical.com >>Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments >> >> >>HAM MI-IH / Torsten Brumm wrote: >> >> >>>Hi @ all, >>> >>>another problem with the RT 3.0.9. >>> >>>If i create a new ticket within the web interface and i attach one file, >> >>the >> >> >>>ticket is shown with one file and one signature. >>> >>>if i attach two files, the created ticket has two signatures, if i add 3 >>>files = 3 signatures and so on. >>> >>>Is this a bug or a misconfiguration at my site? >> >>I've got fresh 3.0.9 without overrides and everything is fine with this. >>This was an issue until 3.0.6 or so, but was fixed. I think you got >>local overrides of interface or did update wrong, may be apache restart. >> >> Best regards. Ruslan. >> >> >>>Thanks >>> >>>Torsten >> >> > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Tue Mar 2 08:12:27 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 16:12:27 +0300 Subject: [rt-users] Debugging Scrips In-Reply-To: <4F9AFFC2D6F9CD43A1F29A57B3248D0F57869A@dubsrv01.irishbroadband.ie> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F57869A@dubsrv01.irishbroadband.ie> Message-ID: <4044883B.1060008@acronis.ru> Dermot Williams wrote: > Hi, > > Would anyone be able to tell me how to enable debugging in RT? I?m > taking my first tentative steps in Scrip creation and badly need some > feedback on where I?m falling over! Any pointers appreciated. Configure RT logging to debug level in one file, trigger condition and look in logs. You could use $RT::Logger->debug('Message'); in your scrips. It's an Log::Dispatch objeect read more in its perldoc. Jesse promised more flexible scrip debug process in future. We could only wait for it. Good luck. Ruslan. > > Regards, > > Dermot Williams > > Technical Support Engineer > > Irish Broadband Internet Services From torsten.brumm at kuehne-nagel.com Tue Mar 2 08:13:38 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Tue, 2 Mar 2004 14:13:38 +0100 Subject: AW: AW: AW: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: <40448760.9090605@acronis.ru> Message-ID: OK, i will hope someone with good perl knowledge reads this treat ;-) btw., Thanks for your help Torsten -----Ursprungliche Nachricht----- Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Gesendet: Dienstag, 2. Marz 2004 14:09 An: HAM MI-IH / Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: AW: AW: [rt-users] Problem RT3 with Signatures and attachments HAM MI-IH / Torsten Brumm wrote: > OK, so if i'm right, you also have this problem? This is not a bug, this is > a feature ;-) > > Any Idea for a solution? I can fix it, but have no time :) and big wish. Ruslan. > > Greetings > > Torsten > > -----Ursprungliche Nachricht----- > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Gesendet: Dienstag, 2. Marz 2004 13:54 > An: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: [rt-users] Problem RT3 with Signatures and attachments > > > HAM MI-IH / Torsten Brumm wrote: > >>Hi Ruslan, >> >>ok, i have tried with apache restart, same problem. > > > Sorry, i've checked reply for not create. Eh, it's bug. > > > >>Torsten >> >>-----Ursprungliche Nachricht----- >>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] >>Gesendet: Dienstag, 2. Marz 2004 13:43 >>An: HAM MI-IH / Torsten Brumm >>Cc: rt-users at lists.bestpractical.com >>Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments >> >> >>HAM MI-IH / Torsten Brumm wrote: >> >> >>>Hi @ all, >>> >>>another problem with the RT 3.0.9. >>> >>>If i create a new ticket within the web interface and i attach one file, >> >>the >> >> >>>ticket is shown with one file and one signature. >>> >>>if i attach two files, the created ticket has two signatures, if i add 3 >>>files = 3 signatures and so on. >>> >>>Is this a bug or a misconfiguration at my site? >> >>I've got fresh 3.0.9 without overrides and everything is fine with this. >>This was an issue until 3.0.6 or so, but was fixed. I think you got >>local overrides of interface or did update wrong, may be apache restart. >> >> Best regards. Ruslan. >> >> >>>Thanks >>> >>>Torsten >> >> > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Tue Mar 2 08:39:00 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 16:39:00 +0300 Subject: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: References: Message-ID: <40448E74.4070008@acronis.ru> HAM MI-IH / Torsten Brumm wrote: > OK, i will hope someone with good perl knowledge reads this treat ;-) > > btw., Thanks for your help Take a patch :) > > Torsten > > -----Ursprungliche Nachricht----- > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Gesendet: Dienstag, 2. Marz 2004 14:09 > An: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: AW: [rt-users] Problem RT3 with Signatures and > attachments > > > HAM MI-IH / Torsten Brumm wrote: > >>OK, so if i'm right, you also have this problem? This is not a bug, this > > is > >>a feature ;-) >> >>Any Idea for a solution? > > I can fix it, but have no time :) and big wish. > Ruslan. > >>Greetings >> >>Torsten >> >>-----Ursprungliche Nachricht----- >>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] >>Gesendet: Dienstag, 2. Marz 2004 13:54 >>An: HAM MI-IH / Torsten Brumm >>Cc: rt-users at lists.bestpractical.com >>Betreff: Re: AW: [rt-users] Problem RT3 with Signatures and attachments >> >> >>HAM MI-IH / Torsten Brumm wrote: >> >> >>>Hi Ruslan, >>> >>>ok, i have tried with apache restart, same problem. >> >> >>Sorry, i've checked reply for not create. Eh, it's bug. >> >> >> >> >>>Torsten >>> >>>-----Ursprungliche Nachricht----- >>>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] >>>Gesendet: Dienstag, 2. Marz 2004 13:43 >>>An: HAM MI-IH / Torsten Brumm >>>Cc: rt-users at lists.bestpractical.com >>>Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments >>> >>> >>>HAM MI-IH / Torsten Brumm wrote: >>> >>> >>> >>>>Hi @ all, >>>> >>>>another problem with the RT 3.0.9. >>>> >>>>If i create a new ticket within the web interface and i attach one file, >>> >>>the >>> >>> >>> >>>>ticket is shown with one file and one signature. >>>> >>>>if i attach two files, the created ticket has two signatures, if i add 3 >>>>files = 3 signatures and so on. >>>> >>>>Is this a bug or a misconfiguration at my site? >>> >>>I've got fresh 3.0.9 without overrides and everything is fine with this. >>>This was an issue until 3.0.6 or so, but was fixed. I think you got >>>local overrides of interface or did update wrong, may be apache restart. >>> >>> Best regards. Ruslan. >>> >>> >>> >>>>Thanks >>>> >>>>Torsten >>> >>> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.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: rt3.create_signature.patch Type: application/aegis-patch Size: 1149 bytes Desc: not available URL: From torsten.brumm at kuehne-nagel.com Tue Mar 2 08:52:54 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Tue, 2 Mar 2004 14:52:54 +0100 Subject: AW: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: <40448E74.4070008@acronis.ru> Message-ID: Hi Ruslan, thanks, it works great. Also Thanks to Max for his help, problem solved! Great Tool! Torsten -----Ursprungliche Nachricht----- Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Gesendet: Dienstag, 2. Marz 2004 14:39 An: HAM MI-IH / Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments HAM MI-IH / Torsten Brumm wrote: > OK, i will hope someone with good perl knowledge reads this treat ;-) > > btw., Thanks for your help Take a patch :) > > Torsten > > -----Ursprungliche Nachricht----- > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Gesendet: Dienstag, 2. Marz 2004 14:09 > An: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: AW: [rt-users] Problem RT3 with Signatures and > attachments > > > HAM MI-IH / Torsten Brumm wrote: > >>OK, so if i'm right, you also have this problem? This is not a bug, this > > is > >>a feature ;-) >> >>Any Idea for a solution? > > I can fix it, but have no time :) and big wish. > Ruslan. > >>Greetings >> >>Torsten >> >>-----Ursprungliche Nachricht----- >>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] >>Gesendet: Dienstag, 2. Marz 2004 13:54 >>An: HAM MI-IH / Torsten Brumm >>Cc: rt-users at lists.bestpractical.com >>Betreff: Re: AW: [rt-users] Problem RT3 with Signatures and attachments >> >> >>HAM MI-IH / Torsten Brumm wrote: >> >> >>>Hi Ruslan, >>> >>>ok, i have tried with apache restart, same problem. >> >> >>Sorry, i've checked reply for not create. Eh, it's bug. >> >> >> >> >>>Torsten >>> >>>-----Ursprungliche Nachricht----- >>>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] >>>Gesendet: Dienstag, 2. Marz 2004 13:43 >>>An: HAM MI-IH / Torsten Brumm >>>Cc: rt-users at lists.bestpractical.com >>>Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments >>> >>> >>>HAM MI-IH / Torsten Brumm wrote: >>> >>> >>> >>>>Hi @ all, >>>> >>>>another problem with the RT 3.0.9. >>>> >>>>If i create a new ticket within the web interface and i attach one file, >>> >>>the >>> >>> >>> >>>>ticket is shown with one file and one signature. >>>> >>>>if i attach two files, the created ticket has two signatures, if i add 3 >>>>files = 3 signatures and so on. >>>> >>>>Is this a bug or a misconfiguration at my site? >>> >>>I've got fresh 3.0.9 without overrides and everything is fine with this. >>>This was an issue until 3.0.6 or so, but was fixed. I think you got >>>local overrides of interface or did update wrong, may be apache restart. >>> >>> Best regards. Ruslan. >>> >>> >>> >>>>Thanks >>>> >>>>Torsten >>> >>> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.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 Tue Mar 2 09:11:39 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 17:11:39 +0300 Subject: [rt-users] Problems with 3.0.9 In-Reply-To: <200403021349.i22DnW3w018179@fs1.aiias.edu> References: <200403021349.i22DnW3w018179@fs1.aiias.edu> Message-ID: <4044961B.5060408@acronis.ru> Ronald Vyhmeister wrote: > NotifyActor was not set to 1, but it is set to 1 now... same result... > > I restarted apache-perl... > > any further ideas? No ideas about problem except scrip configuration. "No recipients found. Not sending." Mean that rt has collected all recipients then filter array and get empty list. What is exactly scrip description which you want to trigger? And what are you doing to trigger it? Sorry, Ruslan. PS: Always reply to list too. > > Ron > > -------------------------------------- > Ronald Vyhmeister, PhD > rvyhmeister at aiias.edu > Chairman, Business Department > AIIAS > Technology is dominated by two kinds of people: > Those who manage what they do not understand and > those who understand that which they do not manage. > > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Tuesday, March 02, 2004 8:35 PM > To: Ronald Vyhmeister > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Problems with 3.0.9 > > By default action actor not notified unless you set $NotifyActor to 1 in > config. > Then look in your scrips better may be you've forgot somebody notifications. > > Good luck. Ruslan. > Ronald Vyhmeister wrote: > >>I've installed 3.0.9 clean on a debian server, adjusted postgres to allow >>local connections... and all works fine, except... If I reply to an > > e-mail, > >>this is what I get... and even when I use the web interface to reply, I > > get > >>the same error... Interestingly, the requestor e-mail is set correctly. >>Any other ideas? >> >>Thanks, >> >>Ron >> >>Mar 2 15:32:54 mba RT: Converting 'us-ascii' to 'utf-8' for text/plain - >>RE: [m >>ba.aiias.edu #38] AutoReply: New fake problem >>Mar 2 15:32:54 mba RT: Found a ticket ID. It's 38 >>Mar 2 15:32:54 mba RT: RT::Scrip=HASH(0x9873088): Couldn't prepare Open >>Tickets >> (/usr/share/perl5/RT/Scrip_Overlay.pm:346) >>Mar 2 15:32:54 mba RT: >>#38/75 - >> Scrip 4 (/usr/share/perl5/RT/Action/SendEmail.pm:92) >>Mar 2 15:32:54 mba RT: > > No > >>reci >>pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) >>Mar 2 15:32:54 mba RT: >>#38/75 - >> Scrip 5 (/usr/share/perl5/RT/Action/SendEmail.pm:92) >>Mar 2 15:32:54 mba RT: > > No > >>reci >>pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) >>Mar 2 15:32:54 mba RT: >>#38/75 - >>Scrip 6 (/usr/share/perl5/RT/Action/SendEmail.pm:92) >>Mar 2 15:32:54 mba RT: No >>recip >>ients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) >>Mar 2 15:32:55 mba postfix/local[31175]: E514432E75: > > to=, > >>rel >>ay=local, delay=2, status=sent ("|/usr/bin/rt-mailgate --queue general >>--action >>correspond --url http://localhost/rt") >>-------------------------------------- >>Ronald Vyhmeister, PhD >>rvyhmeister at aiias.edu >>Chairman, Business Department >>AIIAS >>Technology is dominated by two kinds of people: >>Those who manage what they do not understand and >>those who understand that which they do not manage. >> >> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.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 Tue Mar 2 10:12:11 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 18:12:11 +0300 Subject: FW: [rt-users] Problems with 3.0.9 Message-ID: <4044A44B.2040608@acronis.ru> This is the default scrip for either replying from the web interface, or if an e-mail is sent to rt3... I have not touched any of the defaults... These are the scrips that should reply to an e-mail... I expected that the scrip with an oncorrespond does a notify to requestors and ccs, should generate that e-mail... It is on stage: transaction create ... Thanks again for any assistance, Ron -------------------------------------- Ronald Vyhmeister, PhD rvyhmeister at aiias.edu Chairman, Business Department AIIAS Technology is dominated by two kinds of people: Those who manage what they do not understand and those who understand that which they do not manage. -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Tuesday, March 02, 2004 10:12 PM To: Ronald Vyhmeister; rt-users at fsck.com Subject: Re: [rt-users] Problems with 3.0.9 Ronald Vyhmeister wrote: > NotifyActor was not set to 1, but it is set to 1 now... same result... > > I restarted apache-perl... > > any further ideas? No ideas about problem except scrip configuration. "No recipients found. Not sending." Mean that rt has collected all recipients then filter array and get empty list. What is exactly scrip description which you want to trigger? And what are you doing to trigger it? Sorry, Ruslan. PS: Always reply to list too. > > Ron > > -------------------------------------- > Ronald Vyhmeister, PhD > rvyhmeister at aiias.edu > Chairman, Business Department > AIIAS > Technology is dominated by two kinds of people: > Those who manage what they do not understand and > those who understand that which they do not manage. > > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Tuesday, March 02, 2004 8:35 PM > To: Ronald Vyhmeister > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Problems with 3.0.9 > > By default action actor not notified unless you set $NotifyActor to 1 in > config. > Then look in your scrips better may be you've forgot somebody notifications. > > Good luck. Ruslan. > Ronald Vyhmeister wrote: > >>I've installed 3.0.9 clean on a debian server, adjusted postgres to allow >>local connections... and all works fine, except... If I reply to an > > e-mail, > >>this is what I get... and even when I use the web interface to reply, I > > get > >>the same error... Interestingly, the requestor e-mail is set correctly. >>Any other ideas? >> >>Thanks, >> >>Ron >> >>Mar 2 15:32:54 mba RT: Converting 'us-ascii' to 'utf-8' for text/plain - >>RE: [m >>ba.aiias.edu #38] AutoReply: New fake problem >>Mar 2 15:32:54 mba RT: Found a ticket ID. It's 38 >>Mar 2 15:32:54 mba RT: RT::Scrip=HASH(0x9873088): Couldn't prepare Open >>Tickets >> (/usr/share/perl5/RT/Scrip_Overlay.pm:346) >>Mar 2 15:32:54 mba RT: >>#38/75 - >> Scrip 4 (/usr/share/perl5/RT/Action/SendEmail.pm:92) >>Mar 2 15:32:54 mba RT: > > No > >>reci >>pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) >>Mar 2 15:32:54 mba RT: >>#38/75 - >> Scrip 5 (/usr/share/perl5/RT/Action/SendEmail.pm:92) >>Mar 2 15:32:54 mba RT: > > No > >>reci >>pients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) >>Mar 2 15:32:54 mba RT: >>#38/75 - >>Scrip 6 (/usr/share/perl5/RT/Action/SendEmail.pm:92) >>Mar 2 15:32:54 mba RT: No >>recip >>ients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) >>Mar 2 15:32:55 mba postfix/local[31175]: E514432E75: > > to=, > >>rel >>ay=local, delay=2, status=sent ("|/usr/bin/rt-mailgate --queue general >>--action >>correspond --url http://localhost/rt") >>-------------------------------------- >>Ronald Vyhmeister, PhD >>rvyhmeister at aiias.edu >>Chairman, Business Department >>AIIAS >>Technology is dominated by two kinds of people: >>Those who manage what they do not understand and >>those who understand that which they do not manage. >> >> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.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 torsten.brumm at kuehne-nagel.com Tue Mar 2 10:41:45 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Tue, 2 Mar 2004 16:41:45 +0100 Subject: [rt-users] User Defined Scripts in RT 3.0.9 In-Reply-To: <20040302133924.8485D11254@pallas.eruditorum.org> Message-ID: Hi @ all, and another one from me. OK, i think i'm too stupid, but i can't find a solution. I have created a new script under a specified queue. i have also created a template (only with some words in the content part). But if i send a reply (via WebUI) the scripts seems not to work. Here is my script: Description: Verweiss Condition: On Correspond Custom Conditions: none Action: Notify Requestor Custom action preparation code: none Custom action cleanup code: none Stage: TransactionCreate Template: Template_Verweiss Under Templates: Name: Template_Verweiss Description: blahblahblah Content: blablabla OK, if i go to a ticket in this queue and send a reply, this script don't attach the Text from the Template. I think, i'm to stupid with the scripting..... Torsten From jmccarty at scoe.org Tue Mar 2 10:50:26 2004 From: jmccarty at scoe.org (Joseph McCarty) Date: Tue, 2 Mar 2004 07:50:26 -0800 Subject: [rt-users] Web page shows code, not interface Message-ID: <001401c4006e$32029890$0201a8c0@atlee2> On a machine with a fresh install of RH 7.3, I installed perl 5.8.3. I compiled apache with mod_perl and SSL, and installed MySQL. I then installed all RT perl modules mostly using CPAN. Some modules had to be compiled and installed manually. When test-dependencies gave me all "found," I installed and configured RT. After configuring apache with my SSL site as an ip-based virtual host, /opt/rt3/share/html/index.html displays the page's code instead of the RT interface. Pointers appreciated. Joe McCarty -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Tue Mar 2 10:52:00 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 18:52:00 +0300 Subject: [rt-users] User Defined Scripts in RT 3.0.9 In-Reply-To: References: Message-ID: <4044ADA0.6010203@acronis.ru> Don't forget about one empty line in template. First lines until one empty are for headers override. Next, in RT_SiteConfig: Set($NotifyActor, '1'); If you are requestor and replier at the same time then this option should help. Best regards. Ruslan. PS: Somebody post report that he get notification only if he reply with superuser right via WebUI. I didn't reproduce it on my machine, but he gave cut of log where we can see wierd behavior. HAM MI-IH / Torsten Brumm wrote: > Hi @ all, > > and another one from me. > > OK, i think i'm too stupid, but i can't find a solution. > > I have created a new script under a specified queue. i have also created a > template (only with some words in the content part). But if i send a reply > (via WebUI) the scripts seems not to work. > > Here is my script: > > Description: Verweiss > Condition: On Correspond > Custom Conditions: none > Action: Notify Requestor > Custom action preparation code: none > Custom action cleanup code: none > Stage: TransactionCreate > Template: Template_Verweiss > > Under Templates: > > Name: Template_Verweiss > Description: blahblahblah > Content: blablabla > > OK, if i go to a ticket in this queue and send a reply, this script don't > attach the Text from the Template. > > I think, i'm to stupid with the scripting..... > > Torsten From rroff at stny.rr.com Tue Mar 2 10:55:22 2004 From: rroff at stny.rr.com (Russ Roff) Date: Tue, 2 Mar 2004 10:55:22 -0500 Subject: [rt-users] Web page shows code, not interface References: <001401c4006e$32029890$0201a8c0@atlee2> Message-ID: <001801c4006e$c51cad50$2c36eda5@RUSSROFF> Perhaps you forgot to modify httpd.conf to add support for mod-perl and mason? ----- Original Message ----- From: Joseph McCarty To: rt-users at lists.fsck.com Sent: Tuesday, March 02, 2004 10:50 AM Subject: [rt-users] Web page shows code, not interface On a machine with a fresh install of RH 7.3, I installed perl 5.8.3. I compiled apache with mod_perl and SSL, and installed MySQL. I then installed all RT perl modules mostly using CPAN. Some modules had to be compiled and installed manually. When test-dependencies gave me all "found," I installed and configured RT. After configuring apache with my SSL site as an ip-based virtual host, /opt/rt3/share/html/index.html displays the page's code instead of the RT interface. Pointers appreciated. Joe McCarty ------------------------------------------------------------------------------ _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 stefano.razzauti at yogitech.com Tue Mar 2 11:06:37 2004 From: stefano.razzauti at yogitech.com (stefano razzauti) Date: Tue, 02 Mar 2004 17:06:37 +0100 Subject: [rt-users] problem replying comment Message-ID: <4044B10D.2050401@yogitech.com> Hi, I've just installed and configured RT 3.0.9 and I'm doing some functional test. It seems there are problems when I try to send a mail replying to a precedent reply mail sent by an RT user. When I try to do it I receive back a mail with the following subject: Permission Denied and with the following body: Permission Denied. I noted this problem only if I reply from a mail account external to the RT mail domain. I hope somebody could help me. Stefano From support-rt at oeko.net Tue Mar 2 11:16:40 2004 From: support-rt at oeko.net (Toni Mueller) Date: Tue, 2 Mar 2004 17:16:40 +0100 Subject: [rt-users] Re: utf-8 encoding problem In-Reply-To: References: Message-ID: <20040302161640.31648.qmail@oak.oeko.net> Hello, On Thu, 29.01.2004 at 01:22:31 -0600, Jim Rowan wrote: > We unfortunately have been hit by what I assume is the utf-8 double > encoding problem. (We've started experiencing corrupted attachments.) > > Is there a way to verify that is indeed our problem? try a query log. That's how I detected mine (see other post). Best, --Toni++ From cubic at acronis.ru Tue Mar 2 11:31:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 19:31:50 +0300 Subject: AW: [rt-users] User Defined Scripts in RT 3.0.9 In-Reply-To: References: Message-ID: <4044B6F6.50102@acronis.ru> Glad to hear it. ps: Always reply to list too, You have to inform other folks that you've solved your problem. Then they will not spend thier time and learn caveats that could beat them. Good luck. Ruslan. HAM MI-IH / Torsten Brumm wrote: > Hi Ruslan, > > thanks, the blank line in Template was the problem !!! > > Torsten > > -----Ursprungliche Nachricht----- > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Gesendet: Dienstag, 2. Marz 2004 16:52 > An: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] User Defined Scripts in RT 3.0.9 > > > Don't forget about one empty line in template. > First lines until one empty are for headers override. > > Next, in RT_SiteConfig: > > Set($NotifyActor, '1'); > If you are requestor and replier at the same time then this option > should help. > Best regards. Ruslan. > > PS: Somebody post report that he get notification only if he reply with > superuser right via WebUI. I didn't reproduce it on my machine, but he > gave cut of log where we can see wierd behavior. > > HAM MI-IH / Torsten Brumm wrote: > >>Hi @ all, >> >>and another one from me. >> >>OK, i think i'm too stupid, but i can't find a solution. >> >>I have created a new script under a specified queue. i have also created a >>template (only with some words in the content part). But if i send a reply >>(via WebUI) the scripts seems not to work. >> >>Here is my script: >> >>Description: Verweiss >>Condition: On Correspond >>Custom Conditions: none >>Action: Notify Requestor >>Custom action preparation code: none >>Custom action cleanup code: none >>Stage: TransactionCreate >>Template: Template_Verweiss >> >>Under Templates: >> >>Name: Template_Verweiss >>Description: blahblahblah >>Content: blablabla >> >>OK, if i go to a ticket in this queue and send a reply, this script don't >>attach the Text from the Template. >> >>I think, i'm to stupid with the scripting..... >> >>Torsten > > > From support-rt at oeko.net Tue Mar 2 11:36:03 2004 From: support-rt at oeko.net (Toni Mueller) Date: Tue, 2 Mar 2004 17:36:03 +0100 Subject: [rt-users] 3.0.9, Perl 5.8.3, and UTF-8 problem still Message-ID: <20040302163603.31786.qmail@oak.oeko.net> Hello, I've got a problem finding tickets with accented characters. To test, I've generated a ticket with a subject containing my last name, "M?ller". When searching it, I get the correct display in the web page search mask, namely Status = open [delete] Subject LIKE m?ller [delete] Status = new [delete] But I don't find the ticket. This is what I find in the query log (PostgreSQL 7.4.1 on Debian unstable for the whole thing including the browser): Mar 2 16:12:23 spruce postgres[4294]: [16-1] LOG: statement: SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId Mar 2 16:12:23 spruce postgres[4294]: [16-2] = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Subject ILIKE '%m\203ller%') ) AND ( Mar 2 16:12:23 spruce postgres[4294]: [16-3] (main.Status = 'open')OR(main.Status = 'new') ) ) Sorry, this is garbled. The string around ILIKE above reads like this in Emacs hexl-mode: 00000130: 6d61 696e 2e53 7562 6a65 6374 2049 4c49 main.Subject ILI 00000140: 4b45 2027 256d c35c 3230 33c2 bc6c 6c65 KE '%m.\203..lle 00000150: 7225 2729 2029 2041 4e44 2028 0a4d 6172 r%') ) AND (.Mar Or, with od: 1776600 e sp = sp ' t i c k e t ' ) ) sp A 1776620 N D sp ( sp ( sp ( m a i n . S u b 1776640 j e c t sp I L I K E sp ' % m C \ 1776660 2 0 3 B < l l e r % ' ) sp ) sp A 1776700 N D sp ( nl M a r sp sp 2 sp 1 6 : 1 1776720 2 : 2 3 sp s p r u c e sp p o s t My database is configured to have a standard encoding of UNICODE. If I search for a string with no accented characters, I find the ticket(s) no problem. TIA! Best, --Toni++ From eisenbud at cbio.mskcc.org Tue Mar 2 11:38:54 2004 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 2 Mar 2004 11:38:54 -0500 Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? Message-ID: <20040302163854.GA17441@cbio.mskcc.org> I recently upgraded from RT 3.0.5 to 3.0.9. While I was at it, I added the suggested indices and converted from myISAM to InnoDB tables, though I doubt that those things caused the problem I'm seeing now. Searching for requestors' email addresses seems not to work at all. I enter an address, hit search, RT thinks for a while, and then shows a list of tickets, but the same list as before. And the search term hasn't been added to the list of search terms. Do I need to do something like force perl to more thoroughly reload things, or? I've restarted apache since the upgrade, of course, and 3.0.9 besides that seems to be running just fine. -Dan -- Daniel E. Eisenbud eisenbud at cbio.mskcc.org Computational Biology Center Memorial Sloan-Kettering Cancer Center From cubic at acronis.ru Tue Mar 2 11:43:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 19:43:22 +0300 Subject: [rt-users] Custom Fields and Templates In-Reply-To: <20040302113116.0ccdbddb@andy> References: <20040301155826.60cd31eb@andy> <40447EBD.8000505@acronis.ru> <20040302113116.0ccdbddb@andy> Message-ID: <4044B9AA.2010402@acronis.ru> REPLY TO LIST TOO. I'm not a BestPractical's support team member. :) { my $CustomFields = $Ticket->QueueObj->CustomFields(); while (my $CustomField = $CustomFields->Next()) { my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); if ($CustomFieldValues->Count) { $OUT .= $CustomField->Name . ":\n"; } else { next; } while (my $CustomFieldValue = $CustomFieldValues->Next) { $OUT .= "\t" . $CustomFieldValue->Content . "\n"; } } $OUT; } What do you think about this??? :) Best regards. Ruslan. Andy Harrison wrote: > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Tue, 02 Mar 2004 15:31:57 +0300, Ruslan U. Zakirov wrote > Subject: "Re: [rt-users] Custom Fields and Templates" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > >>>{ >> >> > my $CustomFields = $TicketObj->QueueObj->CustomFields(); >> > while (my $CustomField = $CustomFields->Next()) { >> > $OUT .= $CustomField->Name . "\n"; >> > } >> > $OUT; >> > } >> > >> In template code you have $Ticket not $TicketObj. > > > > DOH! That was right in front of my face literally. > > Here is what I am trying now. > > { > my $CustomFields = $Ticket->QueueObj->CustomFields(); > while (my $CustomField = $CustomFields->Next()) { > my $CustomFieldValues = $CustomField->Values(); > > $OUT .= $CustomField->Name . ":\t"; > while (my $CustomFieldValue = $CustomFieldValues->Next) { > $CustomFieldValues->LimitToCustomField($CustomField->id); > $OUT .= $CustomFieldValue->Name . "\n"; > } > } > $OUT; > } > > My problem now is that for each CF, it is printing all of the possible > choices instead of printing what the current value is. I tried the > LimitToCustomField method described in the perldoc, but it doesn't > appear to do anything. I'm not even sure if I'm using it correctly. > From seph at directionless.org Tue Mar 2 11:45:51 2004 From: seph at directionless.org (seph) Date: Tue, 02 Mar 2004 11:45:51 -0500 Subject: [rt-users] Re: Problems with 3.0.9 In-Reply-To: <4044961B.5060408@acronis.ru> (Ruslan U. Zakirov's message of "Tue, 02 Mar 2004 17:11:39 +0300") References: <200403021349.i22DnW3w018179@fs1.aiias.edu> <4044961B.5060408@acronis.ru> Message-ID: >> NotifyActor was not set to 1, but it is set to 1 now... same result... >> I restarted apache-perl... any further ideas? restarted, or stoped and started? as is mentioned *everywhere* you need a full stop and start to pick up changes. seph From support-rt at oeko.net Tue Mar 2 11:49:53 2004 From: support-rt at oeko.net (Toni Mueller) Date: Tue, 2 Mar 2004 17:49:53 +0100 Subject: [rt-users] Re: 3.0.9, Perl 5.8.3, and UTF-8 problem still (addendum) In-Reply-To: <20040302163603.31786.qmail@oak.oeko.net> References: <20040302163603.31786.qmail@oak.oeko.net> Message-ID: <20040302164953.31906.qmail@oak.oeko.net> Hi, On Tue, 02.03.2004 at 17:36:03 +0100, Toni Mueller wrote: > 00000140: 4b45 2027 256d c35c 3230 33c2 bc6c 6c65 KE '%m.\203..lle if it were correct, this line should rather read similar to > 00000140: 4b45 2027 256d c2 bc6c 6c65 ... with the sequence c3 5c 32 30 33 clipped. At least, this is suggested when I query the same thing with psql. Best, --Toni++ From eisenbud at cbio.mskcc.org Tue Mar 2 11:52:53 2004 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Tue, 2 Mar 2004 11:52:53 -0500 Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? In-Reply-To: <20040302163854.GA17441@cbio.mskcc.org> References: <20040302163854.GA17441@cbio.mskcc.org> Message-ID: <20040302165253.GA17806@cbio.mskcc.org> On Tue, Mar 02, 2004 at 11:38:54AM -0500, Daniel E. Eisenbud wrote: > I recently upgraded from RT 3.0.5 to 3.0.9. While I was at it, I added > the suggested indices and converted from myISAM to InnoDB tables, though > I doubt that those things caused the problem I'm seeing now. > > Searching for requestors' email addresses seems not to work at all. I > enter an address, hit search, RT thinks for a while, and then shows a > list of tickets, but the same list as before. And the search term > hasn't been added to the list of search terms. > > Do I need to do something like force perl to more thoroughly reload > things, or? I've restarted apache since the upgrade, of course, and > 3.0.9 besides that seems to be running just fine. Just to clarify, I just stopped and then started apache, and the problem persists. -Daniel -- Daniel E. Eisenbud eisenbud at cbio.mskcc.org Computational Biology Center Memorial Sloan-Kettering Cancer Center From rroff at stny.rr.com Tue Mar 2 12:02:54 2004 From: rroff at stny.rr.com (Russ Roff) Date: Tue, 2 Mar 2004 12:02:54 -0500 Subject: [rt-users] Scrip : Preserve CF on Queue Change Message-ID: <000b01c40078$34365cf0$2c36eda5@RUSSROFF> Howdy, A while back I asked if there was a way to preserve the values of my queue-specific custom fields during a queue change. Since there wasn't one, I built one and it might be of some value to someone. Problem - The same custom fields exist in multiple queues, but not in all queues. Since these fields are usually specific to only one or two queues, using global custom fields isn't the best option. However, per queue custom fields are queue specific and transparent of each other. Solution - Assuming that the custom fields have identical names in both queues, compare the fields and update the ticket's fields in the New Queue if they have siblings in the Old Queue. If any CF doesn't have a sibling in the New Queue, comment on the ticket to that extent. Admittedly, my solution is a _very_ bad way to do this - I actually had to muck with the database directly, and that's less than ideal. If anyone has suggestions on a way around this, I'd appreciate hearing about them. In the meantime, it works (until I upgrade...) I'd _really_ like to see something to address this on the wish list, if possible. IMHO, I'm can't be the only one who would find this useful. Be nice to my less than optimal Perl code - I write about once every 6 months. Thanks for your time. ---------------------------------------- Scrip Description : Preserve CF on Queue Change Condition : On Queue Change Custom Condition : None Action : User Defined Custom action preparation code: {follows} Custom action cleanup code: None Stage: Transaction Create Template: Global template: Blank ---------------------------------------- Custom action preparation code # Retrieve important values my $CurrentQueueID = $self->TransactionObj->NewValue(); my $OldQueueID = $self->TransactionObj->OldValue; my $TicketID = $self->TicketObj->id(); my $CurrentQueue = new RT::Queue($RT::SystemUser); $CurrentQueue->Load($CurrentQueueID); my $OldQueue = new RT::Queue($RT::SystemUser); $OldQueue->Load($OldQueueID); my $CurrentQueueCFs = $CurrentQueue->CustomFields(); my $OldQueueCFs = $OldQueue->CustomFields(); my @CurrentQueueCFNames; my @OldQueueCFNames; while (my $CurrentCF = $CurrentQueueCFs->Next()) { # Exclude Global CFs unless ($CurrentCF->Queue == "0") { push (@CurrentQueueCFNames, $CurrentCF->Name); } } while (my $OldCF = $OldQueueCFs->Next()) { # Exclude Global CFs unless ($OldCF->Queue == "0") { push (@OldQueueCFNames, $OldCF->Name); } } # @CurrentQueueCFNames now has a list of all CF for the current queue # @OldQueueCFNames now has a list of all CF for the previous queue # Find CFs that are common between Old Queue and Current Queue my @PortableCFs; my @NonPortableCFs; my %found; my $CF_Test = ""; # Find CFs that are in Old Queue and Current Queue foreach $CF_Test (@OldQueueCFNames) { $found{$CF_Test} = 1 } foreach $CF_Test (@CurrentQueueCFNames) { if ($found{$CF_Test}) { push (@PortableCFs, $CF_Test) } } # Find CFs that are in Old Queue but NOT in Current Queue %found = (); foreach $CF_Test (@CurrentQueueCFNames) { $found{$CF_Test} = 1 } foreach $CF_Test (@OldQueueCFNames) { unless ($found{$CF_Test}) {push (@NonPortableCFs, $CF_Test) } } # @PortableCFs now has a list of all CF that exist in both queues # @NonPortableCFs now has a list of all CF that exist only in old queue # Setup database access (MySQL only at this point) use DBI; my $RT_DB = "DBI:mysql:$RT::DatabaseName"; my $dbh = DBI->connect($RT_DB,$RT::DatabaseUser,$RT::DatabasePassword); # For every PortableCF, retrieve the values from the prior queue and # add them to the ticket in the new queue. foreach my $CF_To_Copy (@PortableCFs) { my $sql=" SELECT Content FROM TicketCustomFieldValues, CustomFields WHERE CustomFields.Name = '$CF_To_Copy' AND CustomFields.Disabled = 0 AND CustomFields.Queue = $OldQueueID AND TicketCustomFieldValues.CustomField = CustomFields.id AND TicketCustomFieldValues.Ticket = $TicketID "; my $output = $dbh->prepare($sql); $output->execute(); while (my $CF_Value = $output->fetchrow_array()) { my $CF_to_Update = new RT::CustomField($RT::SystemUser); $CF_to_Update->LoadByNameAndQueue (Queue => $CurrentQueueID, Name => $CF_To_Copy); $self->TicketObj->AddCustomFieldValue (Field => $CF_to_Update, Value => $CF_Value); } $output->finish(); } # For every NonPortableCF, retrieve the values from the prior queue and # put them in as a Comment on the ticket. my $Comment; if (@NonPortableCFs) { $Comment = "The following custom fields were in use before a queue change.\n"; $Comment .= "These fields don't exist in the current queue.\n"; } foreach my $CF_To_Comment (@NonPortableCFs) { $Comment .= "\n\n$CF_To_Comment : "; my $sql=" SELECT Content FROM TicketCustomFieldValues, CustomFields WHERE CustomFields.Name = '$CF_To_Comment' AND CustomFields.Disabled = 0 AND CustomFields.Queue = $OldQueueID AND TicketCustomFieldValues.CustomField = CustomFields.id AND TicketCustomFieldValues.Ticket = $TicketID "; my $output = $dbh->prepare($sql); $output->execute(); while (my $CF_Value = $output->fetchrow_array()) { $Comment .= "( $CF_Value ) "; } } if ($Comment) { $self->TicketObj->Comment(Content => $Comment); } $dbh->disconnect(); return 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From murple at murple.net Tue Mar 2 12:22:15 2004 From: murple at murple.net (Craig Schenk) Date: Tue, 02 Mar 2004 12:22:15 -0500 (EST) Subject: [rt-users] CLI documentation Message-ID: Is there any documentation on the RT3 CLI? I managed to import all my RT2 scrips and templates to RT3 and they worked unchanged, so the last hurdle in the upgrade process is to update all our RT2 CLI scripts which use rt-admin to use the RT3 CLI. The commandline help in the RT3/bin/rt tool helps some, but it would be nice to have some sort of mapping from RT2 to RT3 CLI commands. I can figure that out I'm sure, but there are some other issues. One big one is an error I'm getting that I cant figure out from reading the Perl code. Any rt command I try other than 'help' asks for a password and then gives an error. I've tried various RT usernames and passwords which work with the web interface but still get this error from CLI: rt: Server error: Found (302) Is there any documentation on the various error codes the CLI generates? From ah30 at harrisonfamily.com Tue Mar 2 12:49:09 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Tue, 2 Mar 2004 12:49:09 -0500 Subject: [rt-users] Custom Fields and Templates In-Reply-To: <4044B9AA.2010402@acronis.ru> References: <20040301155826.60cd31eb@andy> <40447EBD.8000505@acronis.ru> <20040302113116.0ccdbddb@andy> <4044B9AA.2010402@acronis.ru> Message-ID: <20040302124909.07b9d60d@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Tue, 02 Mar 2004 19:43:22 +0300, Ruslan U. Zakirov wrote Subject: "Re: [rt-users] Custom Fields and Templates" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > REPLY TO LIST TOO. > I'm not a BestPractical's support team member. :) Oops, that pesky Reply All button... > { > my $CustomFields = $Ticket->QueueObj->CustomFields(); > while (my $CustomField = $CustomFields->Next()) { > my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); > > if ($CustomFieldValues->Count) { > $OUT .= $CustomField->Name . ":\n"; > } else { > next; > } > > while (my $CustomFieldValue = $CustomFieldValues->Next) { > $OUT .= "\t" . $CustomFieldValue->Content . "\n"; > } > } > $OUT; > } > > What do you think about this??? :) > Best regards. Ruslan. Thanx a lot. Works like a champ. Here's my slightly modified finished product: { my $CustomFields = $Ticket->QueueObj->CustomFields(); while (my $CustomField = $CustomFields->Next()) { my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); $OUT .= $CustomField->Name; if ($CustomFieldValues->Count) { $OUT .= ":" . " " x (20 - length($CustomField->Name)); } else { $OUT .= ":\n"; next; } while (my $CustomFieldValue = $CustomFieldValues->Next) { $OUT .= $CustomFieldValue->Content . "\n"; } } $OUT; } The hardcoded 20 for the length isn't very stylish, but I didn't feel like bothering doing it right. Future individuals who try this snippet will want to make sure it doesn't bite you if you have long CF names. -- Andy Harrison (full headers for details) From cubic at acronis.ru Tue Mar 2 12:57:37 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 02 Mar 2004 20:57:37 +0300 Subject: [rt-users] Custom Fields and Templates In-Reply-To: <20040302124909.07b9d60d@andy> References: <20040301155826.60cd31eb@andy> <40447EBD.8000505@acronis.ru> <20040302113116.0ccdbddb@andy> <4044B9AA.2010402@acronis.ru> <20040302124909.07b9d60d@andy> Message-ID: <4044CB11.8010809@acronis.ru> You've forgot about custom fields with multiply values. It break your indend, but not mine :) Second 'while' specialy for this case. Good luck. Ruslan. Andy Harrison wrote: > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Tue, 02 Mar 2004 19:43:22 +0300, Ruslan U. Zakirov wrote > Subject: "Re: [rt-users] Custom Fields and Templates" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > >>REPLY TO LIST TOO. >>I'm not a BestPractical's support team member. :) > > > Oops, that pesky Reply All button... > > >>{ >> my $CustomFields = $Ticket->QueueObj->CustomFields(); >> while (my $CustomField = $CustomFields->Next()) { >> my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); >> >> if ($CustomFieldValues->Count) { >> $OUT .= $CustomField->Name . ":\n"; >> } else { >> next; >> } >> >> while (my $CustomFieldValue = $CustomFieldValues->Next) { >> $OUT .= "\t" . $CustomFieldValue->Content . "\n"; >> } >> } >> $OUT; >>} >> >>What do you think about this??? :) >> Best regards. Ruslan. > > > Thanx a lot. Works like a champ. > > Here's my slightly modified finished product: > > { > my $CustomFields = $Ticket->QueueObj->CustomFields(); > while (my $CustomField = $CustomFields->Next()) { > my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); > $OUT .= $CustomField->Name; > if ($CustomFieldValues->Count) { > $OUT .= ":" . " " x (20 - length($CustomField->Name)); > } else { > $OUT .= ":\n"; > next; > } > while (my $CustomFieldValue = $CustomFieldValues->Next) { > $OUT .= $CustomFieldValue->Content . "\n"; > } > } > $OUT; > } > > The hardcoded 20 for the length isn't very stylish, but I didn't feel > like bothering doing it right. Future individuals who try this snippet > will want to make sure it doesn't bite you if you have long CF names. > From myra at ack.Berkeley.EDU Tue Mar 2 13:03:01 2004 From: myra at ack.Berkeley.EDU (Myra Chachkin) Date: Tue, 2 Mar 2004 10:03:01 -0800 Subject: [rt-users] Ticket creation fails - sequences borked after export RT2 (MySQL) to RT3 (Oracle) ?? In-Reply-To: <20040302030259.EA46911374@pallas.eruditorum.org>; from rt-users-request@lists.bestpractical.com on Mon, Mar 01, 2004 at 10:02:59PM -0500 References: <20040302030259.EA46911374@pallas.eruditorum.org> Message-ID: <20040302100301.A29021@ack.Berkeley.EDU> Hi, I ran across something similar. The RT/FM Installation Guide for RT3 (http://fsck.com/rtfm/article.html?id=2) has a hint about updating sequences, but it's in the "Upgrading from 1.0.x" section. It says "If you are importing to a postgres database, you will need to execute the following SQL statement from within your RT2 database: "SELECT setval('tickets_id_seq', (select max(id) from tickets));". I'm using Postgres, and I had to do this after upgrading from RT2 to RT3. I had to update the tickets, transactions, attachments, users, and groups sequences. As far as I can tell, this is not documented for the RT2->RT3 upgrade, or for other databases besides Postgres. Myra > Arg, another messed up sequence - the MySQL from RT3 has over 24,000 > transactions, and we're starting at '1' here. > > I guess I can go through and manually set up the sequences to be more sane, > but if this is intended behaviour I think there should be something in the > import tool's README. Jesse can you comment? From Travis_Niedens at redlands.edu Tue Mar 2 13:08:34 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Tue, 2 Mar 2004 10:08:34 -0800 Subject: [rt-users] RT 3.0.9 for Windows ? Message-ID: <30D0F22BE0464E4F98580F12FD65D7A8343980@exch.redlands.edu> Any update on this being ready for primetime? Thanks, Travis Niedens Network Manager University of Redlands Phone: (909) 748-6328 Fax: (909) 793-2029 VoIP Phone: (909) 799-4778 VoIP Extension: 4778 "Defending the Network from Human Nature".. Cisco From chris.poupart at mcgill.ca Tue Mar 2 13:55:27 2004 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Tue, 02 Mar 2004 13:55:27 -0500 Subject: [rt-users] Easiest distro for RT 3? In-Reply-To: <20040302182932.GA2730@deneb.enyo.de> References: <40336FCB.3020403@lehigh.edu> <20040301111141.GA1412@deneb.enyo.de> <4044B463.7080202@mcgill.ca> <20040302182932.GA2730@deneb.enyo.de> Message-ID: <4044D89F.4040703@mcgill.ca> Florian Weimer wrote: > Chris Poupart wrote: > > >>Florian Weimer wrote: >> >>>Jamie Baddeley wrote: >>> >>> >>>>I've been considering my options for running rt3 on debian. I had come >>>>to 2 conclusions. >>>>1. Run stable and pin rt3 to unstable >>>>2. Run unstable. >>>> >>>>Option 1 is ugly. Option 2 was pretty much the way I was going to go. >>> >>>RT 3 runs best with Perl 5.8.3, which pretty much rules out using Debian >>>stable. >> >>Perl 5.8.3 should be in Sarge (testing). Sarge is on the verge of >>becoming stable, and with luck will be there by summer. I would suggest >>subscribing to the Debian Security mailing list, and running Sarge. >>Then, when it goes stable, you are set. > > > Fortunately, I'm not the initial poster. 8-) > > Your advice is somewhat misguided. If I used testing, I'd have to take > of security updates myself. Among other things, this requires that I'd > be able to apply security patches to Debian packages on my own... Damn "reply" instead of "reply-all". Yes, you would have to watch security updates yourself, but soon (I hope!) Sarge will be stable, and then it will be getting nice security updates. But you know, I still watch for security updates for my Stable machines. So, if not a pure Sarge, what about a Woody/Sarge mix? Install Woody, then add the testing lines in source.list and apt-get the packages needed for RT 3. Do a dist-upgrade when Sarge moves to Stable. From Paul.Barmaksezian at Overture.com Tue Mar 2 13:57:54 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Tue, 2 Mar 2004 10:57:54 -0800 Subject: [rt-users] SelfService Ticket Submit Errors after 3.0.9? Message-ID: Hello, In 3.0.8, I had this custom version of SelfService/Display.html (I renamed it to ConfirmNewTicket.html just for now) running which took CustomFields and put them in the ticket. Everything worked great until we just upgraded to 3.0.9 and perl 5.8.3 (both at the same time). Now we cannot submit tickets via SelfService. The apache log has this error: [Tue Mar 2 09:25:37 2004] [error] Malformed multipart POST [Tue Mar 2 09:25:38 2004] [notice] child pid 10734 exit signal Segmentation fault (11) The code in this file comes from other users on this list. I was hoping some one could tell me what may have changed in 3.0.9 that would cause this? Or maybe there is a better suggestion for getting custom fields submitted via SelfService? Sorry, I'm not a big perl pro, so my code may be off somewhere ... I searched on the archives but couldn't find anything similar ... Also attaching the Create.html file if that helps. Thanks for any help! <> <> Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An HTML attachment was scrubbed... URL: From jritchie at bible.edu Tue Mar 2 14:46:41 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Tue, 2 Mar 2004 14:46:41 -0500 Subject: [rt-users] CLI documentation In-Reply-To: References: Message-ID: <20040302144641.674d3a8e@penguin> Craig Schenk scripted :: >Is there any documentation on the various error codes the CLI >generates? http://josiah.ritchietribe.net/moniwiki/wiki.php/CommandLine is just me tossing together thoughts and things as I've picked them up, but your welcome to read my notes. (That's why they are online.) JSR/ From cerion at terpsichore.ws Tue Mar 2 15:56:09 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Tue, 2 Mar 2004 21:56:09 +0100 Subject: [rt-users] search redirect failing with apache 1.3 Message-ID: <200403022156.10009.cerion@terpsichore.ws> Hi, Searching on ticket id fails on th redirect and gives a '200 OK' page, with 'The document has moved here.' I've searched the user lists, and this problem kept coming up with regards HTML::Mason not being happy with mod_perl 2... But I'm using apache1.3/mod_perl1, and it's still failing! Anyone else getting this / know what's going on? I'm running RT3.0.9 with apache_1.3.29, mod_perl_1.29, mod_ssl_2.8.16, ... Cheers, Cerion From jesse at bestpractical.com Tue Mar 2 17:56:31 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 2 Mar 2004 17:56:31 -0500 Subject: [rt-users] search redirect failing with apache 1.3 In-Reply-To: <200403022156.10009.cerion@terpsichore.ws> References: <200403022156.10009.cerion@terpsichore.ws> Message-ID: It will be fixed in RT 3.0.10. On Mar 2, 2004, at 3:56 PM, Cerion Armour-Brown wrote: > Hi, > Searching on ticket id fails on th redirect and gives a '200 OK' page, > with > 'The document has moved here.' > I've searched the user lists, and this problem kept coming up with > regards > HTML::Mason not being happy with mod_perl 2... > But I'm using apache1.3/mod_perl1, and it's still failing! > > Anyone else getting this / know what's going on? > > I'm running RT3.0.9 with apache_1.3.29, mod_perl_1.29, mod_ssl_2.8.16, > ... > > Cheers, > Cerion > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From adam at baz.org Tue Mar 2 18:03:03 2004 From: adam at baz.org (Adam Hirsch) Date: Tue, 2 Mar 2004 18:03:03 -0500 Subject: [rt-users] CLI documentation In-Reply-To: References: Message-ID: <20040302230303.GA21776@baz.org> One thing you'll want to do is make sure you've got $HOME/.rtrc which looks like this: server http://your.rt.server/ user YOUR_RT_USERNAME passwd YOUR_RT_PASSWORD Things will work slightly better, then. :) Adam -- "You keep cereal in your desk? That's the coolest thing I've ever seen!" "Yeah, well, you're young." -- Brian Michael Bendis, in _Powers_ From adam at baz.org Tue Mar 2 18:07:45 2004 From: adam at baz.org (Adam Hirsch) Date: Tue, 2 Mar 2004 18:07:45 -0500 Subject: [rt-users] CLI documentation In-Reply-To: References: Message-ID: <20040302230745.GB21776@baz.org> I've got a fairly functional RT command-line based console tool that does rapid assigning, priority setting, comment/replying, and queue switching. While Jesse thinks it's silly, it's a hell of a lot faster than using w3m to sort through 40 tickets in the morning. If anyone's interested, I'll clean it up and put it up for comments... Adam -- Unless you count as felonies innocuous actions such as overturning | adam@ coffee urns, putting mice in the bins of coffee beans at the A & P, | baz.org and the reflexive punching of waiters and waitresses who put coffee | next to me *while I'm eating*, I had never committed a crime. -- Mark Helprin From ZalafR at Leadingedgegroup.com.au Tue Mar 2 18:07:27 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Wed, 3 Mar 2004 10:07:27 +1100 Subject: [rt-users] Display more than 10 tickets. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C2814E@legsydms01.leadingedgegroup.com.au> Hi Guy's, Is it possible to have RT display more than 10 tickets in "Tickets I own" and "Tickets I requested"? Thanks in advance. Rabbie Zalaf Network Consultant Leading Edge Internet 02 9497 4024 http://www.leadingedgeinternet.net.au -----BEGIN GEEK CODE BLOCK----- VERSION: 3.1 GIT d++ s:>s-:- a22 C++++ L U+++ P+ L+++>$L+++++ E--- W+++ w-- M-- t+++ G++ -----END GEEK CODE BLOCK----- This document together with any attachments is confidential and is intended for the named recipient only. It can not be copied, disclosed, passed on or duplicated in any way shape or form, without the prior permission of the author. If you are not the intended recipient please contact the author immediately and destroy the message. All parties acknowledge that any breach of confidence or disclosures made by any party, (including their employees, agents and contracted service providers such as solicitors, accountants, auditors and others), which may result in a commercial loss to Leading Edge Group, may result in Leading Edge Group exercising such rights as are available to them in connection with that loss. From adam at baz.org Tue Mar 2 18:10:28 2004 From: adam at baz.org (Adam Hirsch) Date: Tue, 2 Mar 2004 18:10:28 -0500 Subject: [rt-users] CLI documentation In-Reply-To: References: Message-ID: <20040302231028.GC21776@baz.org> My biggest gripe with the CLI just now is that I can't see any way for it to do steal/take -- it'll set the owner on unowned tickets, but my pokings haven't found a away to get it to steal/take. Anyone else? Thank god I'm not the only person using the CLI. Adam -- fear of loneliness; fear that being in and out of love too many times itself makes you harder to love; fear that someone would fall in love with me, get extremely close, learn everything about me and then pull the plug; fear that love is only important up until a certain point after which everything is negotiable. -Douglas Coupland, _Life_After_God_ From tremaine.lea at sjrb.ca Tue Mar 2 18:16:57 2004 From: tremaine.lea at sjrb.ca (Tremaine Lea) Date: Tue, 02 Mar 2004 16:16:57 -0700 Subject: [rt-users] Display more than 10 tickets. Message-ID: <3AD1F04EDB516C4097168A9C08CFFEE60924071B@shawmail03.shaw.ca> Hi Rabbie, I believe you are looking for the following in /opt/rt3/etc/RT_SiteConfig.pm # $MyTicketsLength is the length of the table on the front page. # For some people, the default of 10 isn't big enough to get a feel for # how much work needs to be done before you get some time off. Set($MyTicketsLength, 10); Change it from 10 to which ever value is appropriate for your environment. Cheers, Tremaine Team Lead Acceptable Use Policy Management Team Shaw High-Speed Internet Service Shaw Cablesystems G.P. 2400 - 32nd Avenue N.E. Calgary, Alberta, T2E 9A7 Telephone: (403)539-6655 AUP Telephone: (403)750-7420 Facsimile: (403)539-6831 (TL) https://secure.shaw.ca/policy/Use-Policy.asp Please include all previous correspondence when replying > -----Original Message----- > From: Rabbie Zalaf [mailto:ZalafR at Leadingedgegroup.com.au] > Sent: Tuesday, March 02, 2004 4:07 PM > To: RT users > Subject: [rt-users] Display more than 10 tickets. > > Hi Guy's, > > Is it possible to have RT display more than 10 tickets in > "Tickets I own" > and "Tickets I requested"? > > Thanks in advance. > > Rabbie Zalaf > Network Consultant > Leading Edge Internet > 02 9497 4024 > http://www.leadingedgeinternet.net.au > -----BEGIN GEEK CODE BLOCK----- > VERSION: 3.1 > GIT d++ s:>s-:- a22 C++++ L U+++ > P+ L+++>$L+++++ E--- W+++ w-- M-- > t+++ G++ > -----END GEEK CODE BLOCK----- > This document together with any attachments is confidential > and is intended for the named recipient only. It can not be > copied, disclosed, passed on or duplicated in any way shape > or form, without the prior permission of the author. If you > are not the intended recipient please contact the author > immediately and destroy the message. All parties acknowledge > that any breach of confidence or disclosures made by any > party, (including their employees, agents and contracted > service providers such as solicitors, accountants, auditors > and others), which may result in a commercial loss to Leading > Edge Group, may result in Leading Edge Group exercising such > rights as are available to them in connection with that loss. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > From ZalafR at Leadingedgegroup.com.au Tue Mar 2 18:28:27 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Wed, 3 Mar 2004 10:28:27 +1100 Subject: [rt-users] Display more than 10 tickets. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C2814F@legsydms01.leadingedgegroup.com.au> Hi Tremaine, Thanks for the help but it did not work. My RT_SiteConfig.pm only contains one line of 1; So I entered the below line into RT_Config. (using RT 8.0.0). I restarted apache but still only see 10 tickets. Please advise and thanks again. Kind Regards, Rabbie Zalaf. -----Original Message----- From: Tremaine Lea [mailto:tremaine.lea at sjrb.ca] Sent: Wednesday, March 03, 2004 10:17 AM To: 'RT users' Subject: RE: [rt-users] Display more than 10 tickets. Hi Rabbie, I believe you are looking for the following in /opt/rt3/etc/RT_SiteConfig.pm # $MyTicketsLength is the length of the table on the front page. # For some people, the default of 10 isn't big enough to get a feel for # how much work needs to be done before you get some time off. Set($MyTicketsLength, 10); Change it from 10 to which ever value is appropriate for your environment. Cheers, Tremaine Team Lead Acceptable Use Policy Management Team Shaw High-Speed Internet Service Shaw Cablesystems G.P. 2400 - 32nd Avenue N.E. Calgary, Alberta, T2E 9A7 Telephone: (403)539-6655 AUP Telephone: (403)750-7420 Facsimile: (403)539-6831 (TL) https://secure.shaw.ca/policy/Use-Policy.asp Please include all previous correspondence when replying > -----Original Message----- > From: Rabbie Zalaf [mailto:ZalafR at Leadingedgegroup.com.au] > Sent: Tuesday, March 02, 2004 4:07 PM > To: RT users > Subject: [rt-users] Display more than 10 tickets. > > Hi Guy's, > > Is it possible to have RT display more than 10 tickets in > "Tickets I own" > and "Tickets I requested"? > > Thanks in advance. > > Rabbie Zalaf > Network Consultant > Leading Edge Internet > 02 9497 4024 > http://www.leadingedgeinternet.net.au > -----BEGIN GEEK CODE BLOCK----- > VERSION: 3.1 > GIT d++ s:>s-:- a22 C++++ L U+++ > P+ L+++>$L+++++ E--- W+++ w-- M-- > t+++ G++ > -----END GEEK CODE BLOCK----- > This document together with any attachments is confidential > and is intended for the named recipient only. It can not be > copied, disclosed, passed on or duplicated in any way shape > or form, without the prior permission of the author. If you > are not the intended recipient please contact the author > immediately and destroy the message. All parties acknowledge > that any breach of confidence or disclosures made by any > party, (including their employees, agents and contracted > service providers such as solicitors, accountants, auditors > and others), which may result in a commercial loss to Leading > Edge Group, may result in Leading Edge Group exercising such > rights as are available to them in connection with that loss. > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rroff at stny.rr.com Tue Mar 2 18:40:05 2004 From: rroff at stny.rr.com (Russ Roff) Date: Tue, 2 Mar 2004 18:40:05 -0500 Subject: [rt-users] Display more than 10 tickets. References: <5237E8DD31703E4B8F18DE416229C8C0C2814F@legsydms01.leadingedgegroup.com.au> Message-ID: <000401c400af$b09ecb10$02406118@RUSSROFF> The RT_SiteConfig.pm file needs to be copied from RT_Config.pm (in the same directory), then modified appropriately. After modifications, restart Apache for changes to take effect. ----- Original Message ----- From: "Rabbie Zalaf" To: "'Tremaine Lea'" ; "'RT users'" Sent: Tuesday, March 02, 2004 6:28 PM Subject: RE: [rt-users] Display more than 10 tickets. > Hi Tremaine, > > Thanks for the help but it did not work. My RT_SiteConfig.pm only contains > one line of > > 1; > > So I entered the below line into RT_Config. (using RT 8.0.0). I restarted > apache but still only see 10 tickets. > > Please advise and thanks again. > > Kind Regards, > Rabbie Zalaf. > > -----Original Message----- > From: Tremaine Lea [mailto:tremaine.lea at sjrb.ca] > Sent: Wednesday, March 03, 2004 10:17 AM > To: 'RT users' > Subject: RE: [rt-users] Display more than 10 tickets. > > > Hi Rabbie, > > I believe you are looking for the following in /opt/rt3/etc/RT_SiteConfig.pm > > # $MyTicketsLength is the length of the table on the front page. # For some > people, the default of 10 isn't big enough to get a feel for # how much work > needs to be done before you get some time off. > > Set($MyTicketsLength, 10); > > Change it from 10 to which ever value is appropriate for your environment. > > Cheers, > > Tremaine > Team Lead > Acceptable Use Policy Management Team > Shaw High-Speed Internet Service > Shaw Cablesystems G.P. > 2400 - 32nd Avenue N.E. > Calgary, Alberta, T2E 9A7 > Telephone: (403)539-6655 > AUP Telephone: (403)750-7420 > Facsimile: (403)539-6831 > (TL) > > https://secure.shaw.ca/policy/Use-Policy.asp > > Please include all previous correspondence when replying > > > > -----Original Message----- > > From: Rabbie Zalaf [mailto:ZalafR at Leadingedgegroup.com.au] > > Sent: Tuesday, March 02, 2004 4:07 PM > > To: RT users > > Subject: [rt-users] Display more than 10 tickets. > > > > Hi Guy's, > > > > Is it possible to have RT display more than 10 tickets in > > "Tickets I own" > > and "Tickets I requested"? > > > > Thanks in advance. > > > > Rabbie Zalaf > > Network Consultant > > Leading Edge Internet > > 02 9497 4024 > > http://www.leadingedgeinternet.net.au > > -----BEGIN GEEK CODE BLOCK----- > > VERSION: 3.1 > > GIT d++ s:>s-:- a22 C++++ L U+++ > > P+ L+++>$L+++++ E--- W+++ w-- M-- > > t+++ G++ > > -----END GEEK CODE BLOCK----- > > This document together with any attachments is confidential > > and is intended for the named recipient only. It can not be > > copied, disclosed, passed on or duplicated in any way shape > > or form, without the prior permission of the author. If you > > are not the intended recipient please contact the author > > immediately and destroy the message. All parties acknowledge > > that any breach of confidence or disclosures made by any > > party, (including their employees, agents and contracted > > service providers such as solicitors, accountants, auditors > > and others), which may result in a commercial loss to Leading > > Edge Group, may result in Leading Edge Group exercising such > > rights as are available to them in connection with that loss. > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 pmessri at earthlink.net Tue Mar 2 18:41:37 2004 From: pmessri at earthlink.net (pmessri at earthlink.net) Date: Tue, 2 Mar 2004 15:41:37 -0800 (GMT-08:00) Subject: [rt-users] Information regarding RT plus Fetchmail Message-ID: <17206733.1078270898517.JavaMail.root@donald.psp.pas.earthlink.net> Hi guys I would like to be able to download mail from a POP server and sent it to the rt-mailgate program. And when I am sending mail I would like to know also if that is possible to send through the POP server, or I can just use sendmail. (Sending mail is not the biggest problem, downloading is). If anyone has information on how to set that up, or know where I can find information please let me know. Thanks, pmessri at earthlink.net Pedram From pdh at snapgear.com Tue Mar 2 18:50:30 2004 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Mar 2004 09:50:30 +1000 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <000401c400af$b09ecb10$02406118@RUSSROFF> References: <5237E8DD31703E4B8F18DE416229C8C0C2814F@legsydms01.leadingedgegroup.com.au> <000401c400af$b09ecb10$02406118@RUSSROFF> Message-ID: <20040302235030.GI4007@moreton.com.au> Russ Roff wrote: > The RT_SiteConfig.pm file needs to be copied from RT_Config.pm (in the same > directory), then modified appropriately. After modifications, restart > Apache for changes to take effect. Please don't do that. You should only copy the individual settings you wish to change into RT_SiteConfig, not the whole RT_Config. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From rroff at stny.rr.com Tue Mar 2 19:01:36 2004 From: rroff at stny.rr.com (Russ Roff) Date: Tue, 2 Mar 2004 19:01:36 -0500 Subject: [rt-users] Display more than 10 tickets. References: <5237E8DD31703E4B8F18DE416229C8C0C2814F@legsydms01.leadingedgegroup.com.au> <000401c400af$b09ecb10$02406118@RUSSROFF> <20040302235030.GI4007@moreton.com.au> Message-ID: <001801c400b2$b3472760$02406118@RUSSROFF> I'll defer to the veteran poster here. My advise was based solely on the RT 3.0 manual, page 13, item 7 (as well as my configuration): "7) Edit etc/RT_SiteConfig.pm in your RT installation directory, by specifying any values you need to change from the defaults. If RT_SiteConfig.pm is blank, start by copying the all the settings in RT_Config.pm." Not trying to give bad advise. My apologies. Regards, Russ ----- Original Message ----- From: "Phil Homewood" To: "'RT users'" Sent: Tuesday, March 02, 2004 6:50 PM Subject: Re: [rt-users] Display more than 10 tickets. > Russ Roff wrote: > > The RT_SiteConfig.pm file needs to be copied from RT_Config.pm (in the same > > directory), then modified appropriately. After modifications, restart > > Apache for changes to take effect. > > Please don't do that. > > You should only copy the individual settings you wish to change > into RT_SiteConfig, not the whole RT_Config. > -- > Phil Homewood, Systems Janitor, http://www.SnapGear.com > pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - A CyberGuard Company > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at snapgear.com Tue Mar 2 19:06:09 2004 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Mar 2004 10:06:09 +1000 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <001801c400b2$b3472760$02406118@RUSSROFF> References: <5237E8DD31703E4B8F18DE416229C8C0C2814F@legsydms01.leadingedgegroup.com.au> <000401c400af$b09ecb10$02406118@RUSSROFF> <20040302235030.GI4007@moreton.com.au> <001801c400b2$b3472760$02406118@RUSSROFF> Message-ID: <20040303000609.GJ4007@moreton.com.au> Russ Roff wrote: > I'll defer to the veteran poster here. My advise was based solely on > the RT 3.0 manual, page 13, item 7 (as well as my configuration): Ooh. Bad documentation! That definitely needs to be corrected. It is plain wrong. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From ZalafR at Leadingedgegroup.com.au Tue Mar 2 19:08:43 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Wed, 3 Mar 2004 11:08:43 +1100 Subject: [rt-users] Display more than 10 tickets. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C28153@legsydms01.leadingedgegroup.com.au> Sorry but still no go, I did exactly that and entered the line: Set($MyTicketsLength, 20); And restarted apache but still no go. Even logged out and back in again. Bad docs but does that mean that we are going to get a solution ? ;) Thanks in advance. Regards, Rabbie. -----Original Message----- From: Russ Roff [mailto:rroff at stny.rr.com] Sent: Wednesday, March 03, 2004 10:40 AM To: 'RT users' Subject: Re: [rt-users] Display more than 10 tickets. The RT_SiteConfig.pm file needs to be copied from RT_Config.pm (in the same directory), then modified appropriately. After modifications, restart Apache for changes to take effect. ----- Original Message ----- From: "Rabbie Zalaf" To: "'Tremaine Lea'" ; "'RT users'" Sent: Tuesday, March 02, 2004 6:28 PM Subject: RE: [rt-users] Display more than 10 tickets. > Hi Tremaine, > > Thanks for the help but it did not work. My RT_SiteConfig.pm only > contains one line of > > 1; > > So I entered the below line into RT_Config. (using RT 8.0.0). I > restarted apache but still only see 10 tickets. > > Please advise and thanks again. > > Kind Regards, > Rabbie Zalaf. > > -----Original Message----- > From: Tremaine Lea [mailto:tremaine.lea at sjrb.ca] > Sent: Wednesday, March 03, 2004 10:17 AM > To: 'RT users' > Subject: RE: [rt-users] Display more than 10 tickets. > > > Hi Rabbie, > > I believe you are looking for the following in /opt/rt3/etc/RT_SiteConfig.pm > > # $MyTicketsLength is the length of the table on the front page. # For some > people, the default of 10 isn't big enough to get a feel for # how > much work > needs to be done before you get some time off. > > Set($MyTicketsLength, 10); > > Change it from 10 to which ever value is appropriate for your > environment. > > Cheers, > > Tremaine > Team Lead > Acceptable Use Policy Management Team > Shaw High-Speed Internet Service > Shaw Cablesystems G.P. > 2400 - 32nd Avenue N.E. > Calgary, Alberta, T2E 9A7 > Telephone: (403)539-6655 > AUP Telephone: (403)750-7420 > Facsimile: (403)539-6831 > (TL) > > https://secure.shaw.ca/policy/Use-Policy.asp > > Please include all previous correspondence when replying > > > > -----Original Message----- > > From: Rabbie Zalaf [mailto:ZalafR at Leadingedgegroup.com.au] > > Sent: Tuesday, March 02, 2004 4:07 PM > > To: RT users > > Subject: [rt-users] Display more than 10 tickets. > > > > Hi Guy's, > > > > Is it possible to have RT display more than 10 tickets in "Tickets I > > own" and "Tickets I requested"? > > > > Thanks in advance. > > > > Rabbie Zalaf > > Network Consultant > > Leading Edge Internet > > 02 9497 4024 > > http://www.leadingedgeinternet.net.au > > -----BEGIN GEEK CODE BLOCK----- > > VERSION: 3.1 > > GIT d++ s:>s-:- a22 C++++ L U+++ > > P+ L+++>$L+++++ E--- W+++ w-- M-- > > t+++ G++ > > -----END GEEK CODE BLOCK----- > > This document together with any attachments is confidential and is > > intended for the named recipient only. It can not be copied, > > disclosed, passed on or duplicated in any way shape or form, without > > the prior permission of the author. If you are not the intended > > recipient please contact the author immediately and destroy the > > message. All parties acknowledge that any breach of confidence or > > disclosures made by any party, (including their employees, agents > > and contracted service providers such as solicitors, accountants, > > auditors and others), which may result in a commercial loss to > > Leading Edge Group, may result in Leading Edge Group exercising such > > rights as are available to them in connection with that loss. > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 rick.rezinas at qsent.com Tue Mar 2 19:10:03 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Tue, 2 Mar 2004 16:10:03 -0800 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <20040303000609.GJ4007@moreton.com.au> References: <5237E8DD31703E4B8F18DE416229C8C0C2814F@legsydms01.leadingedgegroup.com.au> <000401c400af$b09ecb10$02406118@RUSSROFF> <20040302235030.GI4007@moreton.com.au> <001801c400b2$b3472760$02406118@RUSSROFF> <20040303000609.GJ4007@moreton.com.au> Message-ID: <20040303001003.GO11743@yeti.qsent.com> I can see somewhat the reasoning here, but you seem to feel pretty strongly about this, Phil, Why so? thanks rick On Wed, 03 Mar 2004, Phil Homewood wrote: > Russ Roff wrote: > > I'll defer to the veteran poster here. My advise was based solely on > > the RT 3.0 manual, page 13, item 7 (as well as my configuration): > > Ooh. Bad documentation! > That definitely needs to be corrected. It is plain wrong. > -- > Phil Homewood, Systems Janitor, http://www.SnapGear.com > pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - A CyberGuard Company > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From m.husband at leadup.com.au Tue Mar 2 19:12:45 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Wed, 3 Mar 2004 10:12:45 +1000 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <001801c400b2$b3472760$02406118@RUSSROFF> Message-ID: <003101c400b4$418fe880$8f90a8c0@internal.leadup.com.au> Pardon my ignorance. Could someone please explain what difference the two approaches would make? i.e. copying all or only part of RT_Config.pm to RT_SiteConfig.pm. I would think there might be a small time penalty in starting apache, but after that there would be no difference? Yes/no? Or is it a programming style issue? Either way one would want a mechanism to see what variables have changed in the default file between releases. Thanks. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Russ Roff Sent: Wednesday, 3 March 2004 10:02 AM To: Phil Homewood; 'RT users' Subject: Re: [rt-users] Display more than 10 tickets. I'll defer to the veteran poster here. My advise was based solely on the RT 3.0 manual, page 13, item 7 (as well as my configuration): "7) Edit etc/RT_SiteConfig.pm in your RT installation directory, by specifying any values you need to change from the defaults. If RT_SiteConfig.pm is blank, start by copying the all the settings in RT_Config.pm." Not trying to give bad advise. My apologies. Regards, Russ ----- Original Message ----- From: "Phil Homewood" To: "'RT users'" Sent: Tuesday, March 02, 2004 6:50 PM Subject: Re: [rt-users] Display more than 10 tickets. > Russ Roff wrote: > > The RT_SiteConfig.pm file needs to be copied from RT_Config.pm (in the same > > directory), then modified appropriately. After modifications, restart > > Apache for changes to take effect. > > Please don't do that. > > You should only copy the individual settings you wish to change > into RT_SiteConfig, not the whole RT_Config. > -- > Phil Homewood, Systems Janitor, http://www.SnapGear.com > pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 > SnapGear - A CyberGuard Company From rick.rezinas at qsent.com Tue Mar 2 19:18:36 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Tue, 2 Mar 2004 16:18:36 -0800 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <5237E8DD31703E4B8F18DE416229C8C0C28153@legsydms01.leadingedgegroup.com.au> References: <5237E8DD31703E4B8F18DE416229C8C0C28153@legsydms01.leadingedgegroup.com.au> Message-ID: <20040303001836.GP11743@yeti.qsent.com> no, that's right and should work. It's what I did also. Set($MyTicketsLength, 15); On Wed, 03 Mar 2004, Rabbie Zalaf wrote: > Sorry but still no go, > > I did exactly that and entered the line: > > Set($MyTicketsLength, 20); > Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From rroff at stny.rr.com Tue Mar 2 19:32:07 2004 From: rroff at stny.rr.com (Russ Roff) Date: Tue, 2 Mar 2004 19:32:07 -0500 Subject: [rt-users] Display more than 10 tickets. References: <5237E8DD31703E4B8F18DE416229C8C0C28153@legsydms01.leadingedgegroup.com.au> <20040303001836.GP11743@yeti.qsent.com> Message-ID: <005301c400b6$f5a33be0$02406118@RUSSROFF> I just tried it, and although I don't have more than 10 tickets, it seems to not work here either. (I get "10 Highest Priority..... yadda yadda" as a title). I'll look at it with a clear head in the morning. Right now, must drink beer. Russ ----- Original Message ----- From: "Rick Rezinas" To: "'RT users'" Sent: Tuesday, March 02, 2004 7:18 PM Subject: Re: [rt-users] Display more than 10 tickets. > no, that's right and should work. It's what I did also. > > Set($MyTicketsLength, 15); > > > On Wed, 03 Mar 2004, Rabbie Zalaf wrote: > > > Sorry but still no go, > > > > I did exactly that and entered the line: > > > > Set($MyTicketsLength, 20); > > > > > Rick Rezinas > Unix Systems Administrator > Qsent, Inc. > > > When Gladstone was British Prime Minister he visited Michael Faraday's > laboratory and asked if some esoteric substance called `Electricity' > would ever have practical significance. > "One day, sir, you will tax it," was the answer. > -- Science, 1994 > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From ZalafR at Leadingedgegroup.com.au Tue Mar 2 19:34:26 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Wed, 3 Mar 2004 11:34:26 +1100 Subject: [rt-users] Display more than 10 tickets. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C28155@legsydms01.leadingedgegroup.com.au> >From: Russ Roff [mailto:rroff at stny.rr.com] >Sent: Wednesday, March 03, 2004 11:32 AM >To: 'RT users' >Subject: Re: [rt-users] Display more than 10 tickets. >I just tried it, and although I don't have more than 10 tickets, >it seems to not work here either. (I get "10 Highest Priority..... >yadda yadda" as a title). Yep Same. >I'll look at it with a clear head in the morning. > Right now, must drink beer. LOL! Thanks. From pdh at snapgear.com Tue Mar 2 19:41:03 2004 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 3 Mar 2004 10:41:03 +1000 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <003101c400b4$418fe880$8f90a8c0@internal.leadup.com.au> References: <001801c400b2$b3472760$02406118@RUSSROFF> <003101c400b4$418fe880$8f90a8c0@internal.leadup.com.au> Message-ID: <20040303004103.GL4007@moreton.com.au> Mike Husband wrote: > Could someone please explain what difference the two approaches would make? > i.e. copying all or only part of RT_Config.pm to RT_SiteConfig.pm. > > I would think there might be a small time penalty in starting apache, > but after that there would be no difference? Yes/no? > Or is it a programming style issue? It's mainly a style thing, keeping your configuration isolated from default settings. If a new option is introduced, though (or if defaults you don't care about are changed), you have extra work to propagate that change to keep a copied SiteConfig in sync. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From jdwitt at software.umn.edu Tue Mar 2 20:00:59 2004 From: jdwitt at software.umn.edu (Jason Witt) Date: Tue, 02 Mar 2004 19:00:59 -0600 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: Message from Rabbie Zalaf of "Wed, 03 Mar 2004 11:34:26 +1100." <5237E8DD31703E4B8F18DE416229C8C0C28155@legsydms01.leadingedgegroup.com.au> Message-ID: <200403030100.i2310x4P016799@arkanoid.software.umn.edu> This works fine for me in 3.0.9. > >From: Russ Roff [mailto:rroff at stny.rr.com] > >Sent: Wednesday, March 03, 2004 11:32 AM > >To: 'RT users' > >Subject: Re: [rt-users] Display more than 10 tickets. > > >I just tried it, and although I don't have more than 10 tickets, > >it seems to not work here either. (I get "10 Highest Priority..... > >yadda yadda" as a title). > > Yep Same. > > >I'll look at it with a clear head in the morning. > > Right now, must drink beer. > > LOL! > > Thanks. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From carl at xena.IPAustralia.gov.au Tue Mar 2 20:05:29 2004 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 03 Mar 2004 12:05:29 +1100 Subject: [rt-users] extract CC-s automatically In-Reply-To: <4044801E.9010409@acronis.ru> References: <20040302122602.GA82062@eenet.ee> <4044801E.9010409@acronis.ru> Message-ID: <40452F59.4070007@xena.ipaustralia.gov.au> Hi Ruslan, Ruslan U. Zakirov wrote: > Set($ParseNewMessageForTicketCcs , 1); in config should help. I've tried this but had to disable it as it was creating new users without going though the LDAP user creation process that we use for from addresses in inbound emails. I've tried to trace through the source to make it use the same code but haven't been able to spend enough time walking the maze. Is there a way of overriding the new user creation stuff for CC's as well as from addresses? Thanks, Carl. From rroff at stny.rr.com Tue Mar 2 20:07:55 2004 From: rroff at stny.rr.com (Russ Roff) Date: Tue, 2 Mar 2004 20:07:55 -0500 Subject: [rt-users] Information regarding RT plus Fetchmail References: <17206733.1078270898517.JavaMail.root@donald.psp.pas.earthlink.net> Message-ID: <006b01c400bb$f5eed190$02406118@RUSSROFF> I'm not sure what you're trying to accomplish, but my opinion is that RT's mail interface is one of it's strongest points. If you don't have a server with an MX record to send mail specifically for RT and all of it's aliases, can you influence your mail administrator to create some aliases for you on their server? You're really missing out if you are strapped to an external POP account. If you absolutely need to proxy mail through a POP3 account, can you use forwarding? If not, I'd suggest you look at Mail::POP3Client for a solution. You'll need to do some creative header re-writes to make it useful, but it's possible, I imagine. For sending mail from RT, a functional sendmail (or equivalent) is all that you would need. Regards, Russ ----- Original Message ----- From: To: ; Sent: Tuesday, March 02, 2004 6:41 PM Subject: [rt-users] Information regarding RT plus Fetchmail > Hi guys I would like to be able to download mail from a POP server and sent it to the rt-mailgate program. And when I am sending mail I would like to know also if that is possible to send through the POP server, or I can just use sendmail. (Sending mail is not the biggest problem, downloading is). If anyone has information on how to set that up, or know where I can find information please let me know. > > Thanks, > pmessri at earthlink.net > Pedram > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 myk1 at ptgrey.com Tue Mar 2 20:44:14 2004 From: myk1 at ptgrey.com (Mike White) Date: Tue, 02 Mar 2004 17:44:14 -0800 Subject: [rt-users] Information regarding RT plus Fetchmail In-Reply-To: <17206733.1078270898517.JavaMail.root@donald.psp.pas.earthlink.net> References: <17206733.1078270898517.JavaMail.root@donald.psp.pas.earthlink.net> Message-ID: <4045386E.4020501@ptgrey.com> Pedram, pmessri at earthlink.net wrote: > Hi guys I would like to be able to download mail from a POP server and > sent it to the rt-mailgate program. And when I am sending mail I would like > to know also if that is possible to send through the POP server, or I can > just use sendmail. (Sending mail is not the biggest problem, downloading is). We use fetchmail here. Our .procmailrc looks like this: :0 * ^TO_foo-comment at us.com |/opt/rt3/bin/rt-mailgate --queue "foo support" --action comment --url http://localhost/rt/ :0 * ^TO_foo at us.com |/opt/rt3/bin/rt-mailgate --queue "foo support" --action correspond --url http://localhost/rt/ Please format your mail properly (linebreaks at 72nd column), and don't CC: the devel list with non-devel questions. Thanks, mike From ZalafR at Leadingedgegroup.com.au Tue Mar 2 18:46:34 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Wed, 3 Mar 2004 10:46:34 +1100 Subject: [rt-users] Display more than 10 tickets. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C28150@legsydms01.leadingedgegroup.com.au> Thanks Russ, Sorry but still no luck. I did the following, cp RT_Config.pm RT_SiteConfig.pm vi RT_SiteConfig.pm -> add # Number of Tickets to be displayed Set($MyTicketsLength, 20); /etc/rc.d/init.d/httpd restart (Redhat 8.0) No luck. Please advise. Thankyou all. Rabbie. -----Original Message----- From: Russ Roff [mailto:rroff at stny.rr.com] Sent: Wednesday, March 03, 2004 10:40 AM To: 'RT users' Subject: Re: [rt-users] Display more than 10 tickets. The RT_SiteConfig.pm file needs to be copied from RT_Config.pm (in the same directory), then modified appropriately. After modifications, restart Apache for changes to take effect. ----- Original Message ----- From: "Rabbie Zalaf" To: "'Tremaine Lea'" ; "'RT users'" Sent: Tuesday, March 02, 2004 6:28 PM Subject: RE: [rt-users] Display more than 10 tickets. > Hi Tremaine, > > Thanks for the help but it did not work. My RT_SiteConfig.pm only > contains one line of > > 1; > > So I entered the below line into RT_Config. (using RT 8.0.0). I > restarted apache but still only see 10 tickets. > > Please advise and thanks again. > > Kind Regards, > Rabbie Zalaf. > > -----Original Message----- > From: Tremaine Lea [mailto:tremaine.lea at sjrb.ca] > Sent: Wednesday, March 03, 2004 10:17 AM > To: 'RT users' > Subject: RE: [rt-users] Display more than 10 tickets. > > > Hi Rabbie, > > I believe you are looking for the following in /opt/rt3/etc/RT_SiteConfig.pm > > # $MyTicketsLength is the length of the table on the front page. # For some > people, the default of 10 isn't big enough to get a feel for # how > much work > needs to be done before you get some time off. > > Set($MyTicketsLength, 10); > > Change it from 10 to which ever value is appropriate for your > environment. > > Cheers, > > Tremaine > Team Lead > Acceptable Use Policy Management Team > Shaw High-Speed Internet Service > Shaw Cablesystems G.P. > 2400 - 32nd Avenue N.E. > Calgary, Alberta, T2E 9A7 > Telephone: (403)539-6655 > AUP Telephone: (403)750-7420 > Facsimile: (403)539-6831 > (TL) > > https://secure.shaw.ca/policy/Use-Policy.asp > > Please include all previous correspondence when replying > > > > -----Original Message----- > > From: Rabbie Zalaf [mailto:ZalafR at Leadingedgegroup.com.au] > > Sent: Tuesday, March 02, 2004 4:07 PM > > To: RT users > > Subject: [rt-users] Display more than 10 tickets. > > > > Hi Guy's, > > > > Is it possible to have RT display more than 10 tickets in "Tickets I > > own" and "Tickets I requested"? > > > > Thanks in advance. > > > > Rabbie Zalaf > > Network Consultant > > Leading Edge Internet > > 02 9497 4024 > > http://www.leadingedgeinternet.net.au > > -----BEGIN GEEK CODE BLOCK----- > > VERSION: 3.1 > > GIT d++ s:>s-:- a22 C++++ L U+++ > > P+ L+++>$L+++++ E--- W+++ w-- M-- > > t+++ G++ > > -----END GEEK CODE BLOCK----- > > This document together with any attachments is confidential and is > > intended for the named recipient only. It can not be copied, > > disclosed, passed on or duplicated in any way shape or form, without > > the prior permission of the author. If you are not the intended > > recipient please contact the author immediately and destroy the > > message. All parties acknowledge that any breach of confidence or > > disclosures made by any party, (including their employees, agents > > and contracted service providers such as solicitors, accountants, > > auditors and others), which may result in a commercial loss to > > Leading Edge Group, may result in Leading Edge Group exercising such > > rights as are available to them in connection with that loss. > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 m.husband at leadup.com.au Tue Mar 2 22:09:20 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Wed, 3 Mar 2004 13:09:20 +1000 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <5237E8DD31703E4B8F18DE416229C8C0C28150@legsydms01.leadingedgegroup.com.au> Message-ID: <004301c400cc$ecc55420$8f90a8c0@internal.leadup.com.au> Apparently apache restart doesn't work. You must stop and then start apache. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rabbie > Zalaf > Sent: Wednesday, 3 March 2004 9:47 AM > To: 'RT users' > Subject: RE: [rt-users] Display more than 10 tickets. > > > Thanks Russ, > > Sorry but still no luck. I did the following, > > cp RT_Config.pm RT_SiteConfig.pm > vi RT_SiteConfig.pm -> > > add > > # Number of Tickets to be displayed > Set($MyTicketsLength, 20); > > /etc/rc.d/init.d/httpd restart (Redhat 8.0) > > No luck. > > Please advise. > > Thankyou all. > > Rabbie. > > > From jmccarty at scoe.org Tue Mar 2 23:59:57 2004 From: jmccarty at scoe.org (Joseph McCarty) Date: Tue, 2 Mar 2004 20:59:57 -0800 Subject: [rt-users] Web page shows code, not interface Message-ID: <004901c400dc$60080540$0201a8c0@atlee2> No, here are my directives, located inside the block at the end of httpd.conf: # General setup for the virtual host DocumentRoot "/opt/rt3/share/html" ServerName blah.blah.org ServerAdmin root at blah.blah.org ErrorLog /usr/local/apachessl/logs/error_log TransferLog /usr/local/apachessl/logs/access_log # RT functionality AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ----- Original Message ----- From: Russ Roff To: rt-users at lists.fsck.com Sent: Tuesday, March 02, 2004 7:55 AM Subject: Re: [rt-users] Web page shows code, not interface Perhaps you forgot to modify httpd.conf to add support for mod-perl and mason? ----- Original Message ----- From: Joseph McCarty To: rt-users at lists.fsck.com Sent: Tuesday, March 02, 2004 10:50 AM Subject: [rt-users] Web page shows code, not interface On a machine with a fresh install of RH 7.3, I installed perl 5.8.3. I compiled apache with mod_perl and SSL, and installed MySQL. I then installed all RT perl modules mostly using CPAN. Some modules had to be compiled and installed manually. When test-dependencies gave me all "found," I installed and configured RT. After configuring apache with my SSL site as an ip-based virtual host, /opt/rt3/share/html/index.html displays the page's code instead of the RT interface. Pointers appreciated. Joe McCarty ---------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From edk at grandvirtual.com Wed Mar 3 00:20:35 2004 From: edk at grandvirtual.com (Ed Kershenbaum) Date: Wed, 3 Mar 2004 00:20:35 -0500 Subject: [rt-users] autocreate without saving requestor name Message-ID: <7C2AE1DF94B0D1438F2EBF482230488601D7DA7F@user146.grandvirtual.com> May be an FAQ... I'm using a non-RT form (via CLI or XML RPC) to post messages into RT queues, incuding several custom fields. Once the message gets into RT, I want it to appear as though it was posted by the original requestor, so AutoReply and all future correspondance works properly. However, I do not wish to make every requestor an RT user, as AutoCreate seems to do. We have many 1000s of requestors, but users should be limited to our internal CSRs. We do not plan to use the self service i/f. Q: Any suggestion on how to best configure the system to achieve this? If the requestor responds to a ticket, the response should be posted against the originally-created ticket. However, if someone send e-mail to one of the queue addresses that is not in response to a ticket, I want to AutoRespond to direct them to a web form (non-RT), with no ticket creation. Any suggestions on how to make this happen? Thx, Ed From seph at directionless.org Wed Mar 3 01:00:07 2004 From: seph at directionless.org (seph) Date: Wed, 03 Mar 2004 01:00:07 -0500 Subject: [rt-users] Re: Information regarding RT plus Fetchmail In-Reply-To: <006b01c400bb$f5eed190$02406118@RUSSROFF> (Russ Roff's message of "Tue, 2 Mar 2004 20:07:55 -0500") References: <17206733.1078270898517.JavaMail.root@donald.psp.pas.earthlink.net> <006b01c400bb$f5eed190$02406118@RUSSROFF> Message-ID: "Russ Roff" writes: > I'm not sure what you're trying to accomplish, but my opinion is that RT's > mail interface is one of it's strongest points. If you don't have a server > with an MX record to send mail specifically for RT and all of it's aliases, > can you influence your mail administrator to create some aliases for you on > their server? You're really missing out if you are strapped to an external > POP account. there's no reason you lose any of that with RT in a pop and fetchmail setup. RT's outgoing mail is completely unaffected, and it would just add a delay to the incoming mail. seph From benb at theriver.com Wed Mar 3 01:47:40 2004 From: benb at theriver.com (Ben Browning) Date: Tue, 02 Mar 2004 22:47:40 -0800 Subject: [rt-users] Install error - mkdir /opt/rt3/var/mason_data/obj: Permission denied In-Reply-To: Message-ID: <5.1.0.14.2.20040302224538.031e9108@127.0.0.1> At 10:03 PM 2/26/2004, Bob.Conron at ap.ftid.com wrote: >It appears that I have got Apache running as www and www owns the >directory, I have looked in the FAQ and can not find anything that is >relavent. ... >Anyone have any ideas? Are all the parent dirs world-executable? [root at new-misc1 bin]# ls -alRd /opt/ drwxr-xr-x 3 root root 4096 Feb 29 18:39 /opt/ [root at new-misc1 bin]# ls -ald /opt/rt3/ drwxr-xr-x 9 root root 4096 Feb 29 18:39 /opt/rt3/ [root at new-misc1 bin]# ls -ald /opt/rt3/var/ drwxr-xr-x 5 root root 4096 Feb 29 18:39 /opt/rt3/var/ [root at new-misc1 bin]# ls -ald /opt/rt3/var/mason_data/ drwxrwx--- 5 nobody nobody 4096 Feb 29 18:39 /opt/rt3/var/mason_data/ ~Ben --- Ben Browning The River Internet Access Co. WA Operations Manager 1-877-88-RIVER http://www.theriver.com From iqbala at qwestip.net Wed Mar 3 02:56:03 2004 From: iqbala at qwestip.net (Asif Iqbal) Date: Wed, 3 Mar 2004 02:56:03 -0500 Subject: [rt-users] CLI documentation In-Reply-To: <20040302230745.GB21776@baz.org> References: <20040302230745.GB21776@baz.org> Message-ID: <20040303075603.GH13370@qwestip.net> Adam Hirsch wrote: > I've got a fairly functional RT command-line based console tool that does > rapid assigning, priority setting, comment/replying, and queue switching. > While Jesse thinks it's silly, it's a hell of a lot faster than using w3m > to sort through 40 tickets in the morning. > > If anyone's interested, I'll clean it up and put it up for comments... > > Adam > I would definitely be interested > -- > Unless you count as felonies innocuous actions such as overturning | adam@ > coffee urns, putting mice in the bins of coffee beans at the A & P, | baz.org > and the reflexive punching of waiters and waitresses who put coffee | > next to me *while I'm eating*, I had never committed a crime. -- Mark Helprin > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From iqbala at qwestip.net Wed Mar 3 02:59:56 2004 From: iqbala at qwestip.net (Asif Iqbal) Date: Wed, 3 Mar 2004 02:59:56 -0500 Subject: [rt-users] search redirect failing with apache 1.3 In-Reply-To: <200403022156.10009.cerion@terpsichore.ws> References: <200403022156.10009.cerion@terpsichore.ws> Message-ID: <20040303075956.GI13370@qwestip.net> Cerion Armour-Brown wrote: > Hi, > Searching on ticket id fails on th redirect and gives a '200 OK' page, with > 'The document has moved here.' > I've searched the user lists, and this problem kept coming up with regards > HTML::Mason not being happy with mod_perl 2... > But I'm using apache1.3/mod_perl1, and it's still failing! > > Anyone else getting this / know what's going on? > I upgraded the RTFM to the latest rc to get it fixed. > I'm running RT3.0.9 with apache_1.3.29, mod_perl_1.29, mod_ssl_2.8.16, ... > > Cheers, > Cerion > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From monakhv at ot.ru Wed Mar 3 04:48:18 2004 From: monakhv at ot.ru (Dmitry Monakhov) Date: Wed, 03 Mar 2004 12:48:18 +0300 Subject: [rt-users] 3.0.9, Perl 5.8.3, and UTF-8 problem still In-Reply-To: <20040302163603.31786.qmail@oak.oeko.net> References: <20040302163603.31786.qmail@oak.oeko.net> Message-ID: <4045A9E2.4050901@ot.ru> I have the same problem with with searching russion utf8 character! I'm using Mysql 4.0.16, perl 5.8.3, apache 1.3.27+mod_perl Toni Mueller wrote: > > Hello, > > I've got a problem finding tickets with accented characters. To test, > I've generated a ticket with a subject containing my last name, > "M?ller". When searching it, I get the correct display in the web page > search mask, namely > > Status = open [delete] > Subject LIKE m?ller [delete] > Status = new [delete] > > But I don't find the ticket. This is what I find in the query log > (PostgreSQL 7.4.1 on Debian unstable for the whole thing including the > browser): > > Mar 2 16:12:23 spruce postgres[4294]: [16-1] LOG: statement: SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId > Mar 2 16:12:23 spruce postgres[4294]: [16-2] = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Subject ILIKE '%m\203ller%') ) AND ( > Mar 2 16:12:23 spruce postgres[4294]: [16-3] (main.Status = > 'open')OR(main.Status = 'new') ) ) > > > Sorry, this is garbled. The string around ILIKE above reads like this in > Emacs hexl-mode: > > 00000130: 6d61 696e 2e53 7562 6a65 6374 2049 4c49 main.Subject ILI > 00000140: 4b45 2027 256d c35c 3230 33c2 bc6c 6c65 KE '%m.\203..lle > 00000150: 7225 2729 2029 2041 4e44 2028 0a4d 6172 r%') ) AND (.Mar > > Or, with od: > > 1776600 e sp = sp ' t i c k e t ' ) ) sp A > 1776620 N D sp ( sp ( sp ( m a i n . S u b > 1776640 j e c t sp I L I K E sp ' % m C \ > 1776660 2 0 3 B < l l e r % ' ) sp ) sp A > 1776700 N D sp ( nl M a r sp sp 2 sp 1 6 : 1 > 1776720 2 : 2 3 sp s p r u c e sp p o s t > > > My database is configured to have a standard encoding of UNICODE. > > If I search for a string with no accented characters, I find the > ticket(s) no problem. > > > TIA! > > > > Best, > --Toni++ > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- Dmitry Monakhov System Administrator Open Technologies, tel: +7(095)787-7027 e-mail: monakhv at ot.ru, http://www.ot.ru/ From christian.steger at ripe.at Wed Mar 3 05:08:19 2004 From: christian.steger at ripe.at (Christian Steger) Date: Wed, 3 Mar 2004 11:08:19 +0100 (CET) Subject: [rt-users] rt2-to-rt3 import problem - patch for in rt2 as deleted marked tickets? Message-ID: <4234.192.168.20.60.1078308499.squirrel@wm.ripe.at> hello there, because i am still having rt2-to-rt3 importproblems: i guess i know the reason why i have importproblems from 2-to-3 deleting as well as dead marked tickets, in the following message "douglas" has created an patch for the import-script, is this modified script somewhere available or should it somewhere officialy available? i just found that thread: previusly discussed but not more continued? original message here: http://lists.fsck.com/pipermail/rt-users/2004-February/020641.html jesse said something "It should be out within the next several days" that means officially included in the importscript? thanks for any help chris From MCYIP at mtr.com.hk Wed Mar 3 06:30:29 2004 From: MCYIP at mtr.com.hk (Raymond Man Chun Yip) Date: Wed, 03 Mar 2004 19:30:29 +0800 Subject: [rt-users] extract to RTFM Message-ID: I am using RT 3.08. When I extract a ticket to RTFM, I cannot transfer the text of the correspondence to the textsingle field I choose. What is the problem? Regards, Raymond Take the MTR. Enjoy More Time For Life. *** Email Disclaimer *** The information contained in this e-mail is confidential and is intended solely for the addressee. If you are not the intended recipient, please notify the sender immediately and delete this e-mail from your system. Any unauthorised use, disclosure, copying, printing, forwarding or dissemination of any part of this information is prohibited. MTR Corporation Limited does not accept responsibility for the content of any e-mail transmitted by its staff for any reason other than bona fide business purposes. Any information that is not transmitted via secure, tamper-proof technology should not be relied upon, unless advised or agreed otherwise in writing by an authorised representative of the Corporation. *** End of Disclaimer *** -------------- next part -------------- An HTML attachment was scrubbed... URL: From ah30 at harrisonfamily.com Tue Mar 2 16:30:37 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Tue, 2 Mar 2004 16:30:37 -0500 Subject: [rt-users] Custom Fields and Templates In-Reply-To: <4044CB11.8010809@acronis.ru> References: <20040301155826.60cd31eb@andy> <40447EBD.8000505@acronis.ru> <20040302113116.0ccdbddb@andy> <4044B9AA.2010402@acronis.ru> <20040302124909.07b9d60d@andy> <4044CB11.8010809@acronis.ru> Message-ID: <20040302163037.4393cf98@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Tue, 02 Mar 2004 20:57:37 +0300, Ruslan U. Zakirov wrote Subject: "Re: [rt-users] Custom Fields and Templates" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > You've forgot about custom fields with multiply values. It break your > indend, but not mine :) > Second 'while' specialy for this case. Oh yes. Here's a prettier version. Multiple value fields are displayed underneath the fieldname instead of beside it. { my $CustomFields = $Ticket->QueueObj->CustomFields(); while (my $CustomField = $CustomFields->Next()) { my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); $OUT .= $CustomField->Name; if ($CustomFieldValues->Count) { my $spacer; if ( $CustomField->Type ne 'FreeformMultiple' and $CustomField->Type ne 'SelectMultiple' ) { $spacer = " " x (20 - length($CustomField->Name)); } else { $spacer = "\n"; } $OUT .= ":" . $spacer; } else { $OUT .= ":\n"; next; } while (my $CustomFieldValue = $CustomFieldValues->Next) { $OUT .= " " if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); $OUT .= $CustomFieldValue->Content . "\n"; } $OUT .= "\n" if ( $CustomField->Type eq 'FreeformMultiple' or $CustomField->Type eq 'SelectMultiple' ); } $OUT; } -- Andy Harrison (full headers for details) From patl at fusemail.com Wed Mar 3 09:22:12 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Wed, 03 Mar 2004 09:22:12 -0500 Subject: [rt-users] Minor approval bug Message-ID: <1078323731.29757.1501.camel@pc087.unigiciel.com> Hi all, The template 'All Approvals Passed' has content: > Ticket Rejected: {$Ticket->Subject} > > Greetings, > > Your ticket has been approved. Its Owner may now start to act on it. I pretty sure the 'Ticket Rejected:' part is a bug. Patrick From jritchie at bible.edu Wed Mar 3 09:44:57 2004 From: jritchie at bible.edu (Josiah Ritchie) Date: Wed, 3 Mar 2004 09:44:57 -0500 Subject: [rt-users] CLI documentation In-Reply-To: <20040303075603.GH13370@qwestip.net> References: <20040302230745.GB21776@baz.org> <20040303075603.GH13370@qwestip.net> Message-ID: <20040303094457.4d4b3855@penguin> >> If anyone's interested, I'll clean it up and put it up for >comments...> >> Adam >> > >I would definitely be interested ditto From Michael.Polivanov at ecetra.com Wed Mar 3 10:07:08 2004 From: Michael.Polivanov at ecetra.com (Polivanov, Michael) Date: Wed, 3 Mar 2004 16:07:08 +0100 Subject: [rt-users] Problems with ticket openning (RT2.0.15/FastCGI/Apache 2.0.40) Message-ID: <3D2DD189DB7CAE409440932E604C8ACF1D5BB9@vie-ms01.office.ecetra.com> > You say this is a > new instance. Any reason you chose 2.0.15 over > 3.0.x? Yes there is. We are using 2.x in our company and i had to move the system with the database to other servers. I tried to export/import the tickets with the migration tool for RT3, but i got many errors. Due to lack of time i was not able to analyse them all, so i decided to stay with version 2. In two or three month i will try it again. I hope. > At any rate: you might want to tweak the debug statement that > produced that error (around SearchBuilder/Handle.pm:410) to > also dump the @bind_values array for inspection. I will check this. Thanks! Kr, -michael Die Information in dieser Nachricht ist vertraulich und ausschlie?lich f?r den Adressaten bestimmt. Der Empf?nger dieser Nachricht, der nicht der Adressat, einer seiner Mitarbeiter oder sein Empfangsbevollm?chtigter ist, wird hiermit davon in Kenntnis gesetzt, dass er deren Inhalt nicht verwenden, weitergeben oder reproduzieren darf. Sollten Sie diese Nachricht irrt?mlich erhalten haben, benachrichtigen Sie uns bitte unverz?glich per Telefon und retournieren Sie uns die Nachricht per E-Mail/Fax. The information contained in this e-mail is privileged and confidential and is for the exclusive use of the addressee. The person who receives this e-mail and who is not the addressee, one of his employees or an agent entitled to hand it over to the addressee, is informed that he may not use, disclose or reproduce the contents thereof. If you have received this communication by mistake, please let us know by telephone without delay and send it back to us by e-mail/fax. From thomas.pither at execure.ch Wed Mar 3 10:32:04 2004 From: thomas.pither at execure.ch (Thomas Pither) Date: Wed, 3 Mar 2004 16:32:04 +0100 Subject: [rt-users] Newbie Setup Question Message-ID: <5CBDCEDCF0D60340992FC01252BFC7A336E4A5@srv02.privat.ch> Hi, I've been told to get RT up and running in my company. I have limited linux knowledge, near zero perl knowledge But understand programming logic. I got someone to set up a machine for me that has Perl 5.8.0 MySQL 4.1.0 Apache 2.0 with FastCGI postfix I have gone through editing the RT_SiteConfig.pm And am trying to get the index page up. I can access the index page, but only receive html code. I have set up the Virtualhost and location in the httpd.conf But it refuses to accept the PerlRequire, SetHandler and PerlHandler lines. How do I get it running with FastCGI? What do i do with the bin/mason_handler.fcgi ? Thanks in advance. Cheers - Tom -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Wed Mar 3 10:50:17 2004 From: seph at directionless.org (seph) Date: Wed, 03 Mar 2004 10:50:17 -0500 Subject: [rt-users] Re: autocreate without saving requestor name In-Reply-To: <7C2AE1DF94B0D1438F2EBF482230488601D7DA7F@user146.grandvirtual.com> (Ed Kershenbaum's message of "Wed, 3 Mar 2004 00:20:35 -0500") References: <7C2AE1DF94B0D1438F2EBF482230488601D7DA7F@user146.grandvirtual.com> Message-ID: > Once the message gets into RT, I want it to appear as though it was posted > by the original requestor, so AutoReply and all future correspondance works > properly. However, I do not wish to make every requestor an RT user, as > AutoCreate seems to do. We have many 1000s of requestors, but users should > be limited to our internal CSRs. We do not plan to use the self service > i/f. why don't you want them to be RT users? RT was designed around the idea that they would be. Note also the difference between privledged and unprivledged users. seph From cerion at terpsichore.ws Wed Mar 3 11:06:22 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Wed, 3 Mar 2004 17:06:22 +0100 Subject: [rt-users] Newbie Setup Question In-Reply-To: <5CBDCEDCF0D60340992FC01252BFC7A336E4A5@srv02.privat.ch> References: <5CBDCEDCF0D60340992FC01252BFC7A336E4A5@srv02.privat.ch> Message-ID: <200403031706.22835.cerion@terpsichore.ws> I fell over something like this, and it had to do with the permissions on RT_Config.pm, and RT_SiteConfig.pm - the apache log said: "Can't locate /opt/rt3/etc/RT_Config.pm in @INC..." ... "Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi" I haven't decided what permissions to give them yet, but I can say that opening them up to 777 solved my problem :) If this isn't your problem, post your virtualhost setup, and let us know what your apache logs say. Cerion On Wednesday 03 March 2004 16:32, Thomas Pither wrote: > Hi, > > I've been told to get RT up and running in my company. > I have limited linux knowledge, near zero perl knowledge > But understand programming logic. > > I got someone to set up a machine for me that has > > Perl 5.8.0 > MySQL 4.1.0 > Apache 2.0 with FastCGI > postfix > > I have gone through editing the RT_SiteConfig.pm > And am trying to get the index page up. > > I can access the index page, but only receive html code. > > I have set up the Virtualhost and location in the httpd.conf > But it refuses to accept the PerlRequire, SetHandler and PerlHandler > lines. > > How do I get it running with FastCGI? > What do i do with the bin/mason_handler.fcgi ? > > Thanks in advance. > > Cheers - Tom From kevins at zumiez.com Wed Mar 3 11:20:35 2004 From: kevins at zumiez.com (Kevin Sonney) Date: Wed, 3 Mar 2004 08:20:35 -0800 Subject: [rt-users] SQL Queries within RT Message-ID: <8858F7B4353CDD4F98E28CCF88FD399201AD1E9C@madison> Hi, I'm trying to find the SQL for the ticket searching aspects within RT. I'm trying to tweak these queries instead of writing my own, does anyone know where in the code I can find these queries or how these queries are generated by RT? Thanks, Kevin Zumiez, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ah30 at harrisonfamily.com Wed Mar 3 11:21:35 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Wed, 3 Mar 2004 11:21:35 -0500 Subject: [rt-users] Displaying Comments in Templates Message-ID: <20040303112135.084f090c@andy> {$Ticket->Transactions->First->Content()} displays the first comment of a ticket in a template. Is there a way to get it to display the last one? -- Andy Harrison (full headers for details) From jgedeon at qualcomm.com Wed Mar 3 12:34:10 2004 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 3 Mar 2004 09:34:10 -0800 Subject: [rt-users] Re: [bestpractical.com #1401] Re: Module version Question In-Reply-To: References: Message-ID: <20040303173410.GC3080@brockton.qualcomm.com> Hi all, I am trying to make RT3.0.9 work with LDAP. I can't use Apache to do the authentication since we need to have a login screen where we can post messages to the users. So I am modifying User_Local.pm based on the User_Local.pm file I found on the maillist. I wrote a function in User_Local.pm that does the LDAP auth, based on the User_Local.pm code that I found in the maillist. I need the login screen to create a user on the fly, so I am adding local/html/Callbacks/XYZ/autohandler/Auth to do that based on the code under webexternal auth. To verify that the user logging in I try to call RT::User::_LDAPAUTH($user,$pass,FLAG); but get the following error, I also tried to pass the object to my function by calling it $UserObj->_LDAPAUTH($user,$pass,FLAG) but still get the same error? Any tips welcome TIA John error: Can't call method "_Accessible" without a package or object reference at /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 406. context: ... 402: my $self = shift; 403: 404: no strict 'refs'; 405: 406: if ($AUTOLOAD =~ /.*::(\w+)/o && $self->_Accessible($1,'read') ) { 407: my $Attrib = $1; 408: 409: *{$AUTOLOAD} = sub { return ($_[0]->_Value($Attrib))}; 410: return($self->_Value($Attrib)); ... code stack: /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:406 /opt/rt/rt3/local/lib/RT/User_Local.pm:179 /opt/rt/rt3/local/html/Callbacks/QCTES/autohandler/Auth:18 /opt/rt/rt3/share/html/Elements/Callback:59 /opt/rt/rt3/share/html/autohandler:164 From rt-users at esposito.newnetco.com Wed Mar 3 12:38:22 2004 From: rt-users at esposito.newnetco.com (David Esposito) Date: Wed, 3 Mar 2004 12:38:22 -0500 Subject: [rt-users] RT corrupts binary attachments Message-ID: <200403031737.i23HbZdX010949@relay4.newnetco.com> Hello, I've been having a problem with RT 3.0.6 trashing binary attachments fairly regularly ... No errors are generated in the log file that I can see (i have it set to Debug level) ... The interesting part is that if I restart apache, the problem fixes itself for a while ... Right now, cron is restarting apache every 3 hours so that the problem is less obvious ... but it still continues to happen ... It doesn't matter whether the attachments are made via the mail gateway or via the web interface ... My platform information is below ... Sorry for the long posting, but I'm sure the first question everyone was going to ask was 'what version of perl modules do you have' ... ;-) Red Hat 9 MySQL 4.0.16-standard Apache Server version: Apache/1.3.28 (Unix) (statically compiled with mod_perl) perl, v5.8.0 built for i386-linux-thread-multi (RPM install: perl-5.8.0-88.3) Thanks in advance, Dave PERLLOCAL(1) User Contributed Perl Documentation PERLLOCAL(1) Fri Oct 24 12:15:14 2003: "Module" CGI ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.00" ? "EXE_FILES: " Mon Oct 27 18:25:32 2003: "Module" Locale-Maketext ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.06" ? "EXE_FILES: " Tue Oct 28 12:23:42 2003: "Module" Digest::MD5 ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.30" ? "EXE_FILES: " Tue Oct 28 12:25:44 2003: "Module" Time::HiRes ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.51" ? "EXE_FILES: " Tue Oct 28 13:13:41 2003: "Module" DB_File ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.806" ? "EXE_FILES: " Thu Dec 11 11:14:31 2003: "Module" Storable ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.08" ? "EXE_FILES: " Thu Dec 11 11:39:05 2003: "Module" if ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.0401" ? "EXE_FILES: " Thu Dec 11 11:40:17 2003: "Module" Math-BigInt ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.66" ? "EXE_FILES: " Thu Dec 11 11:40:20 2003: "Module" bignum ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.14" ? "EXE_FILES: " Thu Dec 11 11:40:48 2003: "Module" base ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.03" ? "EXE_FILES: " Thu Dec 11 11:45:44 2003: "Module" Unicode::Normalize ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.28" ? "EXE_FILES: " Thu Dec 11 11:46:13 2003: "Module" Unicode::Collate ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.32" ? "EXE_FILES: " Thu Dec 11 11:47:15 2003: "Module" Time::Local ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.07" ? "EXE_FILES: " Thu Dec 11 11:52:09 2003: "Module" I18N::LangTags ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.29" ? "EXE_FILES: " Thu Dec 11 11:55:19 2003: "Module" Text::Soundex ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.02" ? "EXE_FILES: " Thu Dec 11 11:56:24 2003: "Module" Test ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.24" ? "EXE_FILES: " Thu Dec 11 11:56:59 2003: "Module" Test::Harness ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.38" ? "EXE_FILES: bin/prove" Thu Dec 11 11:57:28 2003: "Module" Term::ANSIColor ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.07" ? "EXE_FILES: " Thu Dec 11 11:58:57 2003: "Module" Pod ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.27" ? "EXE_FILES: scripts/pod2text scripts/pod2man" Thu Dec 11 11:59:36 2003: "Module" Pod::LaTeX ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.55" ? "EXE_FILES: pod2latex" Thu Dec 11 12:00:09 2003: "Module" Pod::Parser ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.26" ? "EXE_FILES: scripts/podchecker scripts/podselect scripts/pod2usage" Thu Dec 11 12:03:54 2003: "Module" Net ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.17" ? "EXE_FILES: " Thu Dec 11 12:05:11 2003: "Module" Math-BigRat ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.10" ? "EXE_FILES: " Thu Dec 11 12:06:41 2003: "Module" MIME::Base64 ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.21" ? "EXE_FILES: encode-base64 decode-base64 encode-qp decode-qp" Thu Dec 11 12:08:28 2003: "Module" List::Util ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.13" ? "EXE_FILES: " Thu Dec 11 12:16:43 2003: "Module" File::Temp ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.14" ? "EXE_FILES: " Thu Dec 11 12:17:09 2003: "Module" File::Spec ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.86" ? "EXE_FILES: " Thu Dec 11 12:20:08 2003: "Module" Digest ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.05" ? "EXE_FILES: " Thu Dec 11 12:23:16 2003: "Module" DB_File ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.807" ? "EXE_FILES: " Thu Dec 11 12:27:18 2003: "Module" CPAN ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.76" ? "EXE_FILES: scripts/cpan" Thu Dec 11 12:28:04 2003: "Module" CGI ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.01" ? "EXE_FILES: " Thu Dec 11 12:36:36 2003: "Module" Time::HiRes ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.52" ? "EXE_FILES: " Thu Dec 11 12:39:09 2003: "Module" Getopt::Long ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.34" ? "EXE_FILES: " Thu Dec 11 12:39:50 2003: "Module" ExtUtils::MakeMaker ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 6.21" ? "EXE_FILES: bin/instmodsh" Thu Dec 11 12:40:17 2003: "Module" Digest::MD5 ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.33" ? "EXE_FILES: " Thu Dec 11 12:43:39 2003: "Module" CPAN::WAIT ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.27" ? "EXE_FILES: " Thu Dec 11 12:45:27 2003: "Module" XML::UM ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.01" ? "EXE_FILES: " Thu Dec 11 12:46:45 2003: "Module" XML::Twig ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.11" ? "EXE_FILES: tools/xml_pp/xml_pp tools/xml_grep/xml_grep tools/xml_spellcheck/xml_spellcheck" Thu Dec 11 12:47:16 2003: "Module" XML::RegExp ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.02" ? "EXE_FILES: " Thu Dec 11 12:47:49 2003: "Module" XML::Parser ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.34" ? "EXE_FILES: " Thu Dec 11 12:48:13 2003: "Module" XML::Handler::PrintEvents ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.01" ? "EXE_FILES: " Thu Dec 11 12:48:40 2003: "Module" XML::Handler::Composer ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.01" ? "EXE_FILES: " Thu Dec 11 12:49:05 2003: "Module" XML::Filter::SAXT ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.01" ? "EXE_FILES: " Thu Dec 11 12:49:27 2003: "Module" XML::Filter::Reindent ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.03" ? "EXE_FILES: " Thu Dec 11 12:49:51 2003: "Module" XML::Filter::DetectWS ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.01" ? "EXE_FILES: " Thu Dec 11 12:50:43 2003: "Module" XML-DOM ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.43" ? "EXE_FILES: " Thu Dec 11 12:51:15 2003: "Module" XML::Checker ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.13" ? "EXE_FILES: " Thu Dec 11 12:51:48 2003: "Module" XML::XQL ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.68" ? "EXE_FILES: bin/xql.pl" Thu Dec 11 12:53:00 2003: "Module" Compress::Zlib ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.32" ? "EXE_FILES: " Thu Dec 11 12:53:23 2003: "Module" XML::Dumper ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.67" ? "EXE_FILES: " Thu Dec 11 12:54:20 2003: "Module" Apache::Session::Generate::Mod- UniqueId ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.02" ? "EXE_FILES: " Thu Dec 11 12:54:43 2003: "Module" Apache::Session::Generate::ModUser- track ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.02" ? "EXE_FILES: " Thu Dec 11 12:55:59 2003: "Module" PerlIO::via::QuotedPrint ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.05" ? "EXE_FILES: " Mon Jan 26 15:52:12 2004: "Module" Apache::DBI ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.93" ? "EXE_FILES: " Mon Jan 26 15:55:19 2004: "Module" Apache::Test ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.07" ? "EXE_FILES: " Mon Jan 26 15:56:00 2004: "Module" CGI ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.04" ? "EXE_FILES: " Mon Jan 26 16:12:34 2004: "Module" Compress::Zlib ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.33" ? "EXE_FILES: " Mon Jan 26 16:13:09 2004: "Module" Cwd ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.15" ? "EXE_FILES: " Mon Jan 26 16:14:17 2004: "Module" DBI ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.40" ? "EXE_FILES: dbiproxy dbiprof" Mon Jan 26 16:19:47 2004: "Module" DBIx::SearchBuilder ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.96" ? "EXE_FILES: " Mon Jan 26 16:21:12 2004: "Module" DB_File ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.808" ? "EXE_FILES: " Mon Jan 26 16:22:15 2004: "Module" Data::Dumper ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.121" ? "EXE_FILES: " Mon Jan 26 16:35:32 2004: "Module" File::Spec ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.87" ? "EXE_FILES: " Mon Jan 26 16:37:05 2004: "Module" Font::AFM ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.19" ? "EXE_FILES: " Mon Jan 26 16:38:41 2004: "Module" HTML::Mason ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.25" ? "EXE_FILES: " Mon Jan 26 16:40:08 2004: "Module" HTML::Parser ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.35" ? "EXE_FILES: " Mon Jan 26 16:41:11 2004: "Module" IO-stringy ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.109" ? "EXE_FILES: " Mon Jan 26 16:42:15 2004: "Module" Locale-Maketext ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.08" ? "EXE_FILES: " Mon Jan 26 16:43:11 2004: "Module" Archive::Tar ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.08" ? "EXE_FILES: " Mon Jan 26 16:43:13 2004: "Module" Data::Dumper ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.121" ? "EXE_FILES: " Mon Jan 26 16:43:17 2004: "Module" Net::Telnet ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.03" ? "EXE_FILES: " Mon Jan 26 16:43:21 2004: "Module" Term::ReadLine ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.0203" ? "EXE_FILES: " Mon Jan 26 16:43:58 2004: "Module" Locale::Maketext::Lexicon ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.34" ? "EXE_FILES: script/xgettext.pl" Mon Jan 26 16:48:53 2004: "Module" MIME::Base64 ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.00" ? "EXE_FILES: encode-base64 decode-base64 encode-qp decode-qp" Mon Jan 26 16:50:39 2004: "Module" Math-BigInt ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.69" ? "EXE_FILES: " Mon Jan 26 16:51:33 2004: "Module" Math-BigRat ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.11" ? "EXE_FILES: " Mon Jan 26 16:52:58 2004: "Module" YAML ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.35" ? "EXE_FILES: bin/ysh bin/xyx bin/yaml2outline bin/phone2yaml" Mon Jan 26 16:53:18 2004: "Module" ExtUtils::CBuilder ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.01" ? "EXE_FILES: " Mon Jan 26 16:53:20 2004: "Module" ExtUtils::ParseXS ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.07" ? "EXE_FILES: " Mon Jan 26 16:54:23 2004: "Module" NEXT ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.60" ? "EXE_FILES: " Mon Jan 26 16:55:29 2004: "Module" PerlIO::via::QuotedPrint ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.06" ? "EXE_FILES: " Mon Jan 26 16:56:32 2004: "Module" Pod::Perldoc ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.12" ? "EXE_FILES: perldoc" Mon Jan 26 16:57:04 2004: "Module" Storable ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.09" ? "EXE_FILES: " Mon Jan 26 16:58:04 2004: "Module" Test::Harness ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.40" ? "EXE_FILES: bin/prove" Mon Jan 26 16:58:21 2004: "Module" Pod::Escapes ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.03" ? "EXE_FILES: " Mon Jan 26 16:58:29 2004: "Module" Pod::Simple ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.05" ? "EXE_FILES: " Mon Jan 26 16:58:32 2004: "Module" Test::Builder::Tester ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.09" ? "EXE_FILES: " Mon Jan 26 16:58:35 2004: "Module" Test::Pod ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.08" ? "EXE_FILES: " Mon Jan 26 16:58:59 2004: "Module" Test::Inline ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.16" ? "EXE_FILES: bin/pod2test" Mon Jan 26 17:00:07 2004: "Module" Text::Balanced ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.95" ? "EXE_FILES: " Mon Jan 26 17:00:32 2004: "Module" Text::Quoted ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.5" ? "EXE_FILES: " Mon Jan 26 17:02:52 2004: "Module" Tie::File ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.96" ? "EXE_FILES: " Mon Jan 26 17:04:52 2004: "Module" Time::HiRes ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.55" ? "EXE_FILES: " Mon Jan 26 17:05:17 2004: "Module" URI ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.30" ? "EXE_FILES: " Mon Jan 26 17:06:18 2004: "Module" Unicode::Collate ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.33" ? "EXE_FILES: " Mon Jan 26 17:07:31 2004: "Module" WWW::Mechanize ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.72" ? "EXE_FILES: script/mech-dump" Mon Jan 26 17:08:03 2004: "Module" Data::Dumper ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.121" ? "EXE_FILES: " Wed Feb 4 08:54:06 2004: "Module" Date::Manip ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 5.42" ? "EXE_FILES: " Tue Feb 24 18:04:04 2004: "Module" Apache::DBI ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.94" ? "EXE_FILES: " Tue Feb 24 18:06:24 2004: "Module" DBI ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.41" ? "EXE_FILES: dbiproxy dbiprof" Tue Feb 24 18:07:27 2004: "Module" DBIx::SearchBuilder ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.97" ? "EXE_FILES: " Tue Feb 24 18:08:18 2004: "Module" Data::Dumper ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.121" ? "EXE_FILES: " Tue Feb 24 18:12:44 2004: "Module" Exception::Class ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.18" ? "EXE_FILES: " Tue Feb 24 18:13:56 2004: "Module" ExtUtils::CBuilder ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.02" ? "EXE_FILES: " Tue Feb 24 18:15:13 2004: "Module" ExtUtils::ParseXS ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.08" ? "EXE_FILES: " Tue Feb 24 18:16:42 2004: "Module" Locale::Maketext::Lexicon ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.35" ? "EXE_FILES: script/xgettext.pl" Tue Feb 24 18:17:22 2004: "Module" PAR::Dist ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.07" ? "EXE_FILES: " Tue Feb 24 18:20:33 2004: "Module" Module::Signature ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.38" ? "EXE_FILES: script/cpansign" Tue Feb 24 18:32:41 2004: "Module" NEXT ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.60" ? "EXE_FILES: " Tue Feb 24 18:35:44 2004: "Module" PerlIO::via::QuotedPrint ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.06" ? "EXE_FILES: " Tue Feb 24 18:36:23 2004: "Module" Pod::Perldoc ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.12" ? "EXE_FILES: perldoc" Tue Feb 24 18:36:58 2004: "Module" Pod::Perldoc ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.12" ? "EXE_FILES: perldoc" Tue Feb 24 18:37:24 2004: "Module" Switch ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.10" ? "EXE_FILES: " Tue Feb 24 18:38:20 2004: "Module" Term::ANSIColor ? "installed into: /usr/lib/perl5/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.08" ? "EXE_FILES: " Tue Feb 24 18:38:46 2004: "Module" Text::Balanced ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.95" ? "EXE_FILES: " Tue Feb 24 18:39:19 2004: "Module" Tie::File ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.96" ? "EXE_FILES: " Tue Feb 24 18:40:14 2004: "Module" XML::Dumper ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.71" ? "EXE_FILES: " Tue Feb 24 18:40:42 2004: "Module" XML::Twig ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 3.13" ? "EXE_FILES: tools/xml_pp/xml_pp tools/xml_grep/xml_grep tools/xml_spellcheck/xml_spellcheck" Tue Feb 24 18:43:03 2004: "Module" XML::NamespaceSupport ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 1.08" ? "EXE_FILES: " Tue Feb 24 18:43:10 2004: "Module" XML::SAX ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.12" ? "EXE_FILES: " Tue Feb 24 18:43:11 2004: "Module" XML::SAX::Expat ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 0.37" ? "EXE_FILES: " Tue Feb 24 18:43:41 2004: "Module" Data::Dumper ? "installed into: /usr/lib/perl5/site_perl/5.8.0" ? "LINKTYPE: dynamic" ? "VERSION: 2.121" ? "EXE_FILES: " perl v5.8.0 2004-02-24 PERLLOCAL(1) From thomas.pither at execure.ch Wed Mar 3 12:41:29 2004 From: thomas.pither at execure.ch (Thomas Pither) Date: Wed, 3 Mar 2004 18:41:29 +0100 Subject: AW: [rt-users] Newbie Setup Question Message-ID: <5CBDCEDCF0D60340992FC01252BFC7A336E179@srv02.privat.ch> Hi Cerion, I've chmod the 2 files and it still gives me code. The access log shows: IP - - date "GET / HTTP/1.1" 304 - IP - - date "GET /index.html? HTTP/1.1" 304 - The error log shows: [notice] FastCGI: process manager initialized [notice] Apache/1.3.29 (Unix) mod_fascgi/2.4.2 mod_ssl/2.8.16 OpenSSL(0.9.7a configured -- resuming normal operations [notice] Accept mutex: sysvsem (Default: sysvsem) And I added a virtualhost to the bottom of my httpd.conf ServerName xxx.xxx.xxx DocumentRoot /opt/rt-3-0-8/share/html AddDefaultCharset UTF-8 # Perlmodule Apache::DBI # PerlRequire /opt/rt-3-0-8/bin/webmux.pl SetHandler perl-script # PerlHandler RT::Mason Every line with a # produces an error if i take the # out. Any help will be appreciated. Thanks - Tom -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Cerion Armour-Brown Gesendet: Mittwoch, 3. M?rz 2004 17:06 An: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Newbie Setup Question I fell over something like this, and it had to do with the permissions on RT_Config.pm, and RT_SiteConfig.pm - the apache log said: "Can't locate /opt/rt3/etc/RT_Config.pm in @INC..." ... "Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi" I haven't decided what permissions to give them yet, but I can say that opening them up to 777 solved my problem :) If this isn't your problem, post your virtualhost setup, and let us know what your apache logs say. Cerion On Wednesday 03 March 2004 16:32, Thomas Pither wrote: > Hi, > > I've been told to get RT up and running in my company. > I have limited linux knowledge, near zero perl knowledge > But understand programming logic. > > I got someone to set up a machine for me that has > > Perl 5.8.0 > MySQL 4.1.0 > Apache 2.0 with FastCGI > postfix > > I have gone through editing the RT_SiteConfig.pm > And am trying to get the index page up. > > I can access the index page, but only receive html code. > > I have set up the Virtualhost and location in the httpd.conf > But it refuses to accept the PerlRequire, SetHandler and PerlHandler > lines. > > How do I get it running with FastCGI? > What do i do with the bin/mason_handler.fcgi ? > > Thanks in advance. > > Cheers - Tom _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 myk1 at ptgrey.com Wed Mar 3 13:01:10 2004 From: myk1 at ptgrey.com (Mike White) Date: Wed, 03 Mar 2004 10:01:10 -0800 Subject: [rt-users] RT corrupts binary attachments In-Reply-To: <200403031737.i23HbZdX010949@relay4.newnetco.com> References: <200403031737.i23HbZdX010949@relay4.newnetco.com> Message-ID: <40461D66.80204@ptgrey.com> David Esposito wrote: > I've been having a problem with RT 3.0.6 trashing binary attachments fairly > regularly ... No errors are generated in the log file that I can see (i have > it set to Debug level) ... The interesting part is that if I restart apache, > the problem fixes itself for a while ... Right now, cron is restarting > apache every 3 hours so that the problem is less obvious ... but it still > continues to happen ... It doesn't matter whether the attachments are made > via the mail gateway or via the web interface ... You need RT 3.0.9 and Perl 5.8.3. From rt-users at chagres.net Wed Mar 3 13:09:08 2004 From: rt-users at chagres.net (rt-users at chagres.net) Date: Wed, 3 Mar 2004 11:09:08 -0700 Subject: [rt-users] rt3.0.8 performance issues Message-ID: <20040303110908.A75840@alderaan.chagres.net> Hi folks, we recently installed RT 3.0.8 on a dedicated machine. when doing ticket updates it can take well over 30 seconds for RT to refresh the page or goto another screen. how does one go about debugging and resolving this issue. CPU 2Ghz AMD FreeBSD 4.9 512 MB Physical RAM no swapping, CPU load (via top) shows nothing bad Our users are complaining it takes to long to do things and are thus not using the system as much as they should. Currently the DB has 90 tickets in the system. thanks john From ler at lerctr.org Wed Mar 3 13:12:59 2004 From: ler at lerctr.org (Larry Rosenman) Date: Wed, 03 Mar 2004 12:12:59 -0600 Subject: [rt-users] rt3.0.8 performance issues In-Reply-To: <20040303110908.A75840@alderaan.chagres.net> References: <20040303110908.A75840@alderaan.chagres.net> Message-ID: <234770000.1078337579@lerlaptop-red.iadfw.net> --On Wednesday, March 03, 2004 11:09:08 -0700 rt-users at chagres.net wrote: > Hi folks, > > we recently installed RT 3.0.8 on a dedicated machine. 3.0.9 and it's pre-req's makes it MUCH faster.... > > when doing ticket updates it can take well over 30 > seconds for RT to refresh the page or goto another > screen. > > > how does one go about debugging and resolving this > issue. > > CPU 2Ghz AMD > FreeBSD 4.9 > 512 MB Physical RAM > > no swapping, CPU load (via top) shows nothing bad > > > Our users are complaining it takes to long to do > things and are thus not using the system as much as > they should. > > Currently the DB has 90 tickets in the system. > > thanks > > 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 > -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From jgedeon at qualcomm.com Wed Mar 3 13:15:23 2004 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 3 Mar 2004 10:15:23 -0800 Subject: [rt-users] Re: [bestpractical.com #1401] Re: Module version Question In-Reply-To: <20040303173410.GC3080@brockton.qualcomm.com> References: <20040303173410.GC3080@brockton.qualcomm.com> Message-ID: <20040303181523.GD3080@brockton.qualcomm.com> Found my problem, seems that the User Local.pm ldap solution didn't import the LDAP error codes or the ldap_error_name function. I added to the script and the error disappeared! use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); use Net::LDAP::Util qw(ldap_error_name); John On Wed, Mar 03, 2004 at 09:34:10AM -0800, John Gedeon wrote: > Hi all, > I am trying to make RT3.0.9 work with LDAP. I can't use Apache to do the authentication since we need to have a login screen where we can post messages to the users. So I am modifying User_Local.pm based on the User_Local.pm file I found on the maillist. > I wrote a function in User_Local.pm that does the LDAP auth, based on the User_Local.pm code that I found in the maillist. > I need the login screen to create a user on the fly, so I am adding local/html/Callbacks/XYZ/autohandler/Auth to do that based on the code under webexternal auth. To verify that the user logging in I try to call RT::User::_LDAPAUTH($user,$pass,FLAG); but get the following error, I also tried to pass the object to my function by calling it $UserObj->_LDAPAUTH($user,$pass,FLAG) but still get the same error? > > Any tips welcome > > TIA > John > > error: Can't call method "_Accessible" without a package or object reference at /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 406. > > context: ... > 402: my $self = shift; > 403: > 404: no strict 'refs'; > 405: > 406: if ($AUTOLOAD =~ /.*::(\w+)/o && $self->_Accessible($1,'read') ) { > 407: my $Attrib = $1; > 408: > 409: *{$AUTOLOAD} = sub { return ($_[0]->_Value($Attrib))}; > 410: return($self->_Value($Attrib)); > ... > > code stack: /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:406 > /opt/rt/rt3/local/lib/RT/User_Local.pm:179 > /opt/rt/rt3/local/html/Callbacks/QCTES/autohandler/Auth:18 > /opt/rt/rt3/share/html/Elements/Callback:59 > /opt/rt/rt3/share/html/autohandler:164 > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cerion at terpsichore.ws Wed Mar 3 13:38:52 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Wed, 3 Mar 2004 19:38:52 +0100 Subject: AW: [rt-users] Newbie Setup Question In-Reply-To: <5CBDCEDCF0D60340992FC01252BFC7A336E179@srv02.privat.ch> References: <5CBDCEDCF0D60340992FC01252BFC7A336E179@srv02.privat.ch> Message-ID: <200403031938.52540.cerion@terpsichore.ws> On Wednesday 03 March 2004 18:41, Thomas Pither wrote: > Hi Cerion, > > I've chmod the 2 files and it still gives me code. > > The access log shows: > > IP - - date "GET / HTTP/1.1" 304 - > IP - - date "GET /index.html? HTTP/1.1" 304 - > > The error log shows: > > [notice] FastCGI: process manager initialized > [notice] Apache/1.3.29 (Unix) mod_fascgi/2.4.2 mod_ssl/2.8.16 > OpenSSL(0.9.7a configured -- resuming normal operations [notice] Accept > mutex: sysvsem (Default: sysvsem) > > And I added a virtualhost to the bottom of my httpd.conf > > > ServerName xxx.xxx.xxx > DocumentRoot /opt/rt-3-0-8/share/html > AddDefaultCharset UTF-8 > > # Perlmodule Apache::DBI > # PerlRequire /opt/rt-3-0-8/bin/webmux.pl > > > SetHandler perl-script > # PerlHandler RT::Mason > > > > Every line with a # produces an error if i take the # out. > > Any help will be appreciated. > > Thanks - Tom Ok, you're using the advised VH setup for mod_perl... since you're using fastcgi instead, you'll need something like this: --- LoadModule fastcgi_module modules/mod_fastcgi.so AddHandler fastcgi-script fcgi FastCgiServer /opt/rt3/bin/mason_handler.fcgi DocumentRoot /opt/rt3/share/html ServerName xxxxxx ServerAdmin xxxxxx ErrorLog /usr/local/apache2/logs/rt3_error_log TransferLog /usr/local/apache2/logs/rt3_access_log AddDefaultCharset UTF-8 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ --- (Others on the list give FastCgiServer etc _inside_ the VH - but this gives me errors...?) This should get you into RT HOWEVER... I'm still having problems with the ticket #id search - the redirect, given index.html?q=1, doesn't work... Lemme know if you have the same problem. Cerion From kevins at zumiez.com Wed Mar 3 13:39:10 2004 From: kevins at zumiez.com (Kevin Sonney) Date: Wed, 3 Mar 2004 10:39:10 -0800 Subject: [rt-users] Re: [bestpractical.com #1401] Re: Module versionQuestion Message-ID: <8858F7B4353CDD4F98E28CCF88FD399201AD1EA6@madison> Would you be willing to post your ldap code and RT config files? Thanks, Kevin -----Original Message----- From: John Gedeon [mailto:jgedeon at qualcomm.com] Sent: Wednesday, March 03, 2004 10:15 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: [bestpractical.com #1401] Re: Module versionQuestion Found my problem, seems that the User Local.pm ldap solution didn't import the LDAP error codes or the ldap_error_name function. I added to the script and the error disappeared! use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); use Net::LDAP::Util qw(ldap_error_name); John On Wed, Mar 03, 2004 at 09:34:10AM -0800, John Gedeon wrote: > Hi all, > I am trying to make RT3.0.9 work with LDAP. I can't use Apache to do > the authentication since we need to have a login screen where we can > post messages to the users. So I am modifying User_Local.pm based on > the User_Local.pm file I found on the maillist. I wrote a function in User_Local.pm that does the LDAP auth, based on the User_Local.pm code that I found in the maillist. I need the login screen to create a user on the fly, so I am adding local/html/Callbacks/XYZ/autohandler/Auth to do that based on the code under webexternal auth. To verify that the user logging in I try to call RT::User::_LDAPAUTH($user,$pass,FLAG); but get the following error, I also tried to pass the object to my function by calling it $UserObj->_LDAPAUTH($user,$pass,FLAG) but still get the same error? > > Any tips welcome > > TIA > John > > error: Can't call method "_Accessible" without a package or object > reference at /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 406. > > context: ... > 402: my $self = shift; > 403: > 404: no strict 'refs'; > 405: > 406: if ($AUTOLOAD =~ /.*::(\w+)/o && $self->_Accessible($1,'read') ) > { > 407: my $Attrib = $1; > 408: > 409: *{$AUTOLOAD} = sub { return ($_[0]->_Value($Attrib))}; > 410: return($self->_Value($Attrib)); > ... > > code stack: > /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:406 > /opt/rt/rt3/local/lib/RT/User_Local.pm:179 > /opt/rt/rt3/local/html/Callbacks/QCTES/autohandler/Auth:18 > /opt/rt/rt3/share/html/Elements/Callback:59 > /opt/rt/rt3/share/html/autohandler:164 > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 torsten.brumm at kuehne-nagel.com Wed Mar 3 13:49:08 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Wed, 3 Mar 2004 19:49:08 +0100 Subject: [rt-users] Strange Problems with "german umlaute" In-Reply-To: <20040303173750.44E67113A5@pallas.eruditorum.org> Message-ID: Hi there, ok, i have read a lot about the german umlaute problem, but this problem drives me crazy. The German Umlaute works well.....in two queues but in another queue not! OK, i have 3 queues: RequestTracker (German Umlaute OK) Auktion (German Umlaute not ok) Webservice (German Umlaute OK) All Queues configured in the same way. i have also 3 /etc/aliases entries: rt-gen: "|/opt/rt3/bin/rt-mailgate --queue RequestTracker --action correspond --url http://rt.domain.de" md-web: "|/opt/rt3/bin/rt-mailgate --queue websites --action correspond --url http://rt.domain.de" md-auk: "|/opt/rt3/bin/rt-mailgate --queue auktionen --action correspond --url http://rt.domain.de" and also for the fetchmail: poll pop.domain.de auth password proto POP3 user rt is rt-gen at localhost here pass password fetchall poll pop.domain.de auth password proto POP3 user webservice is md-web at localhost here pass password fetchall poll pop.domain.de auth password proto POP3 user auktion is md-auk at localhost here pass password fetchall The Fetchmail process gets the mail for all users and pipes them into the correct queues, this works well. OK, my Environment for LANG looks like: en_US.UTF-8 Now to my problem: I sent the following Testmail to all accounts: --snip-- Von: HAM MI-IH / Torsten Brumm [torsten.brumm at kuehne-nagel.com] Gesendet: Mittwoch, 3. Marz 2004 19:08 An: auktion at domain.de Cc: webservice at domain.de; rt at domain.de Betreff: Und noch ein Test mit Umlaute: aou AOU ? aou AOU --snip-- The Ticket in the Queues Requesttracker and Webservices looks like: Wed Mar 03 19:17:51 2004 torsten.brumm at kuehne-nagel.com - Ticket created CC: Subject: Test mit Umlauten: aou AOU ? Date: Wed, 3 Mar 2004 19:17:02 +0100 To: From: "HAM MI-IH / Torsten Brumm" aou AOU ? And in the Auktion Queue: Wed Mar 03 19:10:03 2004 torsten.brumm at kuehne-nagel.com - Ticket created CC: Subject: Und noch ein Test mit Umlauten: aou AOU ? Date: Wed, 3 Mar 2004 19:08:06 +0100 To: From: "HAM MI-IH / Torsten Brumm" A$A?A? A?A?A? A? Any Idea? Thanks Torsten From jgedeon at qualcomm.com Wed Mar 3 14:08:03 2004 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 3 Mar 2004 11:08:03 -0800 Subject: [rt-users] Re: [bestpractical.com #1401] Re: Module versionQuestion In-Reply-To: <8858F7B4353CDD4F98E28CCF88FD399201AD1EA6@madison> References: <8858F7B4353CDD4F98E28CCF88FD399201AD1EA6@madison> Message-ID: <20040303190803.GG3080@brockton.qualcomm.com> I don't know if I can send you my code, due to my companies IP rules. I have attached the original User_Local.pm file that I based my stuff on. I didn't have to change it much. I used the config vars that they suggest in the header and put the file in /opt/rt3/local/lib/RT/ , made my changes, and stopped and started apache. I had to change line 62 from use Net::LDAP; to use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); use Net::LDAP::Util qw (ldap_error_name); and the bug on line 86 is just a flawed if staetment. Currently it says if (($mesg->code != LDAP_SUCCESS) or ($mesg->code != LDAP_PARTIAL_RESULTS)) { $RT::Logger->debug("GetExternalUserWithLDAP: Could not search for $filter: ", $mesg->code, "" , ldap_error_name($mesg->code) ,"\n"); return 0; } but if you think about it $mesg->code will never be both LDAP_SUCCESS and LDAP_PARTIAL_RESULTS which is the only case where this module will not fail. A better if statement is if (!(($mesg->code == LDAP_SUCCESS) or ($mesg->code == LDAP_PARTIAL_RESULTS))) But as I said I can't post my code due to IP rules here that I do not want to risk breaking. HTH John On Wed, Mar 03, 2004 at 10:39:10AM -0800, Kevin Sonney wrote: > Would you be willing to post your ldap code and RT config files? > > Thanks, > > Kevin > > -----Original Message----- > From: John Gedeon [mailto:jgedeon at qualcomm.com] > Sent: Wednesday, March 03, 2004 10:15 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Re: [bestpractical.com #1401] Re: Module > versionQuestion > > > Found my problem, seems that the User Local.pm ldap solution didn't > import the LDAP error codes or the ldap_error_name function. I added to > the script and the error disappeared! > use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); > use Net::LDAP::Util qw(ldap_error_name); > > John > On Wed, Mar 03, 2004 at 09:34:10AM -0800, John Gedeon wrote: > > Hi all, > > I am trying to make RT3.0.9 work with LDAP. I can't use Apache to do > > > the authentication since we need to have a login screen where we can > > post messages to the users. So I am modifying User_Local.pm based on > > the User_Local.pm file I found on the maillist. I wrote a function in > User_Local.pm that does the LDAP auth, based on the User_Local.pm code > that I found in the maillist. I need the login screen to create a user > on the fly, so I am adding local/html/Callbacks/XYZ/autohandler/Auth to > do that based on the code under webexternal auth. To verify that the > user logging in I try to call RT::User::_LDAPAUTH($user,$pass,FLAG); but > get the following error, I also tried to pass the object to my function > by calling it $UserObj->_LDAPAUTH($user,$pass,FLAG) but still get the > same error? > > > > Any tips welcome > > > > TIA > > John > > > > error: Can't call method "_Accessible" without a package or object > > reference at > /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 406. > > > > context: ... > > 402: my $self = shift; > > 403: > > 404: no strict 'refs'; > > 405: > > 406: if ($AUTOLOAD =~ /.*::(\w+)/o && $self->_Accessible($1,'read') ) > > > { > > 407: my $Attrib = $1; > > 408: > > 409: *{$AUTOLOAD} = sub { return ($_[0]->_Value($Attrib))}; > > 410: return($self->_Value($Attrib)); > > ... > > > > code stack: > > /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:406 > > /opt/rt/rt3/local/lib/RT/User_Local.pm:179 > > /opt/rt/rt3/local/html/Callbacks/QCTES/autohandler/Auth:18 > > /opt/rt/rt3/share/html/Elements/Callback:59 > > /opt/rt/rt3/share/html/autohandler:164 > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.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 jgedeon at qualcomm.com Wed Mar 3 14:09:01 2004 From: jgedeon at qualcomm.com (John Gedeon) Date: Wed, 3 Mar 2004 11:09:01 -0800 Subject: [rt-users] Re: [bestpractical.com #1401] Re: Module versionQuestion In-Reply-To: <8858F7B4353CDD4F98E28CCF88FD399201AD1EA6@madison> References: <8858F7B4353CDD4F98E28CCF88FD399201AD1EA6@madison> Message-ID: <20040303190901.GH3080@brockton.qualcomm.com> Silly me forgot to attach the file! ------------------------------------ I don't know if I can send you my code, due to my companies IP rules. I have attached the original User_Local.pm file that I based my stuff on. I didn't have to change it much. I used the config vars that they suggest in the header and put the file in /opt/rt3/local/lib/RT/ , made my changes, and stopped and started apache. I had to change line 62 from use Net::LDAP; to use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); use Net::LDAP::Util qw (ldap_error_name); and the bug on line 86 is just a flawed if staetment. Currently it says if (($mesg->code != LDAP_SUCCESS) or ($mesg->code != LDAP_PARTIAL_RESULTS)) { $RT::Logger->debug("GetExternalUserWithLDAP: Could not search for $filter: ", $mesg->code, "" , ldap_error_name($mesg->code) ,"\n"); return 0; } but if you think about it $mesg->code will never be both LDAP_SUCCESS and LDAP_PARTIAL_RESULTS which is the only case where this module will not fail. A better if statement is if (!(($mesg->code == LDAP_SUCCESS) or ($mesg->code == LDAP_PARTIAL_RESULTS))) But as I said I can't post my code due to IP rules here that I do not want to risk breaking. HTH John On Wed, Mar 03, 2004 at 10:39:10AM -0800, Kevin Sonney wrote: > Would you be willing to post your ldap code and RT config files? > > Thanks, > > Kevin > > -----Original Message----- > From: John Gedeon [mailto:jgedeon at qualcomm.com] > Sent: Wednesday, March 03, 2004 10:15 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Re: [bestpractical.com #1401] Re: Module > versionQuestion > > > Found my problem, seems that the User Local.pm ldap solution didn't > import the LDAP error codes or the ldap_error_name function. I added to > the script and the error disappeared! > use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS); > use Net::LDAP::Util qw(ldap_error_name); > > John > On Wed, Mar 03, 2004 at 09:34:10AM -0800, John Gedeon wrote: > > Hi all, > > I am trying to make RT3.0.9 work with LDAP. I can't use Apache to do > > > the authentication since we need to have a login screen where we can > > post messages to the users. So I am modifying User_Local.pm based on > > the User_Local.pm file I found on the maillist. I wrote a function in > User_Local.pm that does the LDAP auth, based on the User_Local.pm code > that I found in the maillist. I need the login screen to create a user > on the fly, so I am adding local/html/Callbacks/XYZ/autohandler/Auth to > do that based on the code under webexternal auth. To verify that the > user logging in I try to call RT::User::_LDAPAUTH($user,$pass,FLAG); but > get the following error, I also tried to pass the object to my function > by calling it $UserObj->_LDAPAUTH($user,$pass,FLAG) but still get the > same error? > > > > Any tips welcome > > > > TIA > > John > > > > error: Can't call method "_Accessible" without a package or object > > reference at > /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 406. > > > > context: ... > > 402: my $self = shift; > > 403: > > 404: no strict 'refs'; > > 405: > > 406: if ($AUTOLOAD =~ /.*::(\w+)/o && $self->_Accessible($1,'read') ) > > > { > > 407: my $Attrib = $1; > > 408: > > 409: *{$AUTOLOAD} = sub { return ($_[0]->_Value($Attrib))}; > > 410: return($self->_Value($Attrib)); > > ... > > > > code stack: > > /opt/rt/perl/lib/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:406 > > /opt/rt/rt3/local/lib/RT/User_Local.pm:179 > > /opt/rt/rt3/local/html/Callbacks/QCTES/autohandler/Auth:18 > > /opt/rt/rt3/share/html/Elements/Callback:59 > > /opt/rt/rt3/share/html/autohandler:164 > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: User_Local.pm Type: application/x-perl Size: 3328 bytes Desc: not available URL: From ler at lerctr.org Wed Mar 3 14:09:52 2004 From: ler at lerctr.org (Larry Rosenman) Date: Wed, 03 Mar 2004 13:09:52 -0600 Subject: [rt-users] rt3.0.8 performance issues In-Reply-To: <20040303120636.A77152@alderaan.chagres.net> References: <20040303110908.A75840@alderaan.chagres.net> <234770000.1078337579@lerlaptop-red.iadfw.net> <20040303120636.A77152@alderaan.chagres.net> Message-ID: <291350000.1078340992@lerlaptop-red.iadfw.net> that's just a tag. My suggestion is to upgrade to 3.0.9, as it and the DBiX::SearchBuilder that it pre-req's are MUCH (I.E. 10x (subjective)) faster. --On Wednesday, March 03, 2004 12:06:36 -0700 John Brown wrote: > On Wed, Mar 03, 2004 at 12:12:59PM -0600, Larry Rosenman wrote: >> >> >> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > Hi Larry. > > The FAQ says: > > You have a lot of privledged users. WE have 5 I hope thats not alot > > You may have an old version of Search Builder > We just installed this as of 2 weeks ago, running RT3.0.8 So what > is considered OLD ?? Maybe the FAQ could put a date or other more > clueful data to help determine whats "Old" > > > Your database lacks indexes or is using an old schema. > Again, whats considered OLD ?? > > Your installation of Apache::DBI is broke: > Hmm, what would be considered broken? How would one know whats > broke or not. > > > So to answer the question, yes we did read the FAQ, yet it provides > no real direction or answer.. > > >> > >> >> >> >> -- >> Larry Rosenman http://www.lerctr.org/~ler >> Phone: +1 972-414-9812 E-Mail: ler at lerctr.org >> US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 > > -- Larry Rosenman http://www.lerctr.org/~ler Phone: +1 972-414-9812 E-Mail: ler at lerctr.org US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From rt-users at chagres.net Wed Mar 3 15:38:11 2004 From: rt-users at chagres.net (rt-users at chagres.net) Date: Wed, 3 Mar 2004 13:38:11 -0700 Subject: now rt3.0.9 Re: [rt-users] rt3.0.8 performance issues In-Reply-To: <291350000.1078340992@lerlaptop-red.iadfw.net>; from ler@lerctr.org on Wed, Mar 03, 2004 at 01:09:52PM -0600 References: <20040303110908.A75840@alderaan.chagres.net> <234770000.1078337579@lerlaptop-red.iadfw.net> <20040303120636.A77152@alderaan.chagres.net> <291350000.1078340992@lerlaptop-red.iadfw.net> Message-ID: <20040303133811.A79177@alderaan.chagres.net> Ok, so I upgraded to 309, still things are very very slugish. I've noticed no improvement in performance to the system. We came from 3.0.8 gone to 3.0.9 any additional tips and hints would be much appreciated john On Wed, Mar 03, 2004 at 01:09:52PM -0600, Larry Rosenman wrote: > that's just a tag. > > My suggestion is to upgrade to 3.0.9, as it and the DBiX::SearchBuilder > that it pre-req's are MUCH (I.E. 10x (subjective)) faster. > > > > --On Wednesday, March 03, 2004 12:06:36 -0700 John Brown > wrote: > > > On Wed, Mar 03, 2004 at 12:12:59PM -0600, Larry Rosenman wrote: > >> > >> > >> > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > Hi Larry. > > > > The FAQ says: > > > > You have a lot of privledged users. WE have 5 I hope thats not alot > > > > You may have an old version of Search Builder > > We just installed this as of 2 weeks ago, running RT3.0.8 So what > > is considered OLD ?? Maybe the FAQ could put a date or other more > > clueful data to help determine whats "Old" > > > > > > Your database lacks indexes or is using an old schema. > > Again, whats considered OLD ?? > > > > Your installation of Apache::DBI is broke: > > Hmm, what would be considered broken? How would one know whats > > broke or not. > > > > > > So to answer the question, yes we did read the FAQ, yet it provides > > no real direction or answer.. > > > > > >> > > >> > >> > >> > >> -- > >> Larry Rosenman http://www.lerctr.org/~ler > >> Phone: +1 972-414-9812 E-Mail: ler at lerctr.org > >> US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 > > > > > > > > -- > Larry Rosenman http://www.lerctr.org/~ler > Phone: +1 972-414-9812 E-Mail: ler at lerctr.org > US Mail: 1905 Steamboat Springs Drive, Garland, TX 75044-6749 From phurley at tacc.utexas.edu Wed Mar 3 16:30:53 2004 From: phurley at tacc.utexas.edu (Patrick Hurley) Date: Wed, 3 Mar 2004 15:30:53 -0600 Subject: [rt-users] getting detailed info on db queries. Message-ID: Does there exist any verbose or debug flag within RT somewhere which would allow one to see the actual database queries that are being performed by RT? (e.g., log the exact queries performed by RT to a file) Thanks, ph. From ZalafR at Leadingedgegroup.com.au Wed Mar 3 16:38:20 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Thu, 4 Mar 2004 08:38:20 +1100 Subject: [rt-users] Display more than 10 tickets. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C28164@legsydms01.leadingedgegroup.com.au> Hello and Thankyou all for all of your suggestions. I have tried everything that has been sugested including checking that the RT_Config.pm and RT_SiteConfig.pm are readable by the rt group and it still wont work. I even rebooted the server and still only displaying 10. Does anyone else have any idea's? -----Original Message----- From: Mike Husband [mailto:m.husband at leadup.com.au] Sent: Wednesday, March 03, 2004 2:09 PM To: Rabbie Zalaf; 'RT users' Subject: RE: [rt-users] Display more than 10 tickets. Apparently apache restart doesn't work. You must stop and then start apache. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rabbie > Zalaf > Sent: Wednesday, 3 March 2004 9:47 AM > To: 'RT users' > Subject: RE: [rt-users] Display more than 10 tickets. > > > Thanks Russ, > > Sorry but still no luck. I did the following, > > cp RT_Config.pm RT_SiteConfig.pm > vi RT_SiteConfig.pm -> > > add > > # Number of Tickets to be displayed > Set($MyTicketsLength, 20); > > /etc/rc.d/init.d/httpd restart (Redhat 8.0) > > No luck. > > Please advise. > > Thankyou all. > > Rabbie. > > > From rick.rezinas at qsent.com Wed Mar 3 16:55:16 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 3 Mar 2004 13:55:16 -0800 Subject: [rt-users] Display more than 10 tickets. In-Reply-To: <5237E8DD31703E4B8F18DE416229C8C0C28164@legsydms01.leadingedgegroup.com.au> References: <5237E8DD31703E4B8F18DE416229C8C0C28164@legsydms01.leadingedgegroup.com.au> Message-ID: <20040303215516.GG12271@yeti.qsent.com> Can you supply the following info? (sorry, some might have already come through) 1) ls -al .../rt_home/conf/ what are the permissions on RT_SiteConfig.pm? 2) ps -ef |grep apache |grep -v grep or httpd or whatever 3) entire contents of RT_SiteConfig.pm other things that may be helpful: relevant lines from apache config, versions of all s/w. rick On Thu, 04 Mar 2004, Rabbie Zalaf wrote: > Hello and Thankyou all for all of your suggestions. > > I have tried everything that has been sugested including checking that the > RT_Config.pm and RT_SiteConfig.pm are readable by the rt group and it still > wont work. I even rebooted the server and still only displaying 10. > > Does anyone else have any idea's? > > > -----Original Message----- > From: Mike Husband [mailto:m.husband at leadup.com.au] > Sent: Wednesday, March 03, 2004 2:09 PM > To: Rabbie Zalaf; 'RT users' > Subject: RE: [rt-users] Display more than 10 tickets. > > > > Apparently apache restart doesn't work. > You must stop and then start apache. > > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rabbie > > Zalaf > > Sent: Wednesday, 3 March 2004 9:47 AM > > To: 'RT users' > > Subject: RE: [rt-users] Display more than 10 tickets. > > > > > > Thanks Russ, > > > > Sorry but still no luck. I did the following, > > > > cp RT_Config.pm RT_SiteConfig.pm > > vi RT_SiteConfig.pm -> > > > > add > > > > # Number of Tickets to be displayed > > Set($MyTicketsLength, 20); > > > > /etc/rc.d/init.d/httpd restart (Redhat 8.0) > > > > No luck. > > > > Please advise. > > > > Thankyou all. > > > > Rabbie. > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Rick Rezinas 503-889-7091 Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From m-liebman at northwestern.edu Wed Mar 3 16:56:28 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 3 Mar 2004 16:56:28 -0500 Subject: [rt-users] getting detailed info on db queries. In-Reply-To: References: Message-ID: <20040303215628.GA4737@SDF.LONESTAR.ORG> On Wed, Mar 03, 2004 at 03:30:53PM -0600, Patrick Hurley wrote: > > Does there exist any verbose or debug flag within RT somewhere which > would allow one to see the actual database queries that are being > performed by RT? Nope. Use your databases query logging facility. 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 gmerchant at invisibleit.com Wed Mar 3 17:44:18 2004 From: gmerchant at invisibleit.com (Gurdon Merchant) Date: Wed, 3 Mar 2004 14:44:18 -0800 Subject: [rt-users] getting detailed info on db queries. Message-ID: There are several methods of logging queries. The relational db you have chosen will have its own method: consult the manuals. Perl's DBI module is used in RT. It's docs are here: http://search.cpan.org/~timb/DBI-1.41/DBI.pm The debugging section for DBI is here: http://search.cpan.org/~timb/DBI-1.41/DBI.pm#DEBUGGING Exporting the DBI_TRACE variable prior to starting Apache will allow you to log DBI calls. Assuming you are using Apache 1.3.x and modperl1, in httpd.conf you can add: PerlSetEnv DBI_TRACE 2=/opt/rt3/var/log/dbi.log which came from here: http://perl.apache.org/docs/1.0/guide/config.html#PerlSetEnv_and_PerlPas sEnv touch /opt/rt3/var/log/dbi.log and chown it to have the proper user/group (i.e. the one Apache is running under. Now restart Apache (i.e. RT). /opt/rt3/var/log/dbi.log will start to fill up as you do searches in RT. It sounds like the logging facility of your relational db is more what you are looking for. Looking at the DBI level can give some insight into what modules are making which queries. Gurdon > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Michael S. Liebman > Sent: Wednesday, March 03, 2004 1:56 PM > To: Patrick Hurley > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] getting detailed info on db queries. > > On Wed, Mar 03, 2004 at 03:30:53PM -0600, Patrick Hurley wrote: > > > > Does there exist any verbose or debug flag within RT > somewhere which > > would allow one to see the actual database queries that are being > > performed by RT? > > Nope. Use your databases query logging facility. > > 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 ZalafR at Leadingedgegroup.com.au Wed Mar 3 18:18:11 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Thu, 4 Mar 2004 10:18:11 +1100 Subject: [rt-users] Display more than 10 tickets. Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C2816F@legsydms01.leadingedgegroup.com.au> >1) ls -al .../rt_home/conf/ >what are the permissions on RT_SiteConfig.pm? -r-xr-x--- 1 root rt 10406 Mar 3 11:54 RT_SiteConfig.pm >2) ps -ef |grep apache |grep -v grep >or httpd or whatever apache 32161 32157 0 08:39 ? 00:00:16 /usr/sbin/httpd apache 32162 32157 0 08:39 ? 00:00:13 /usr/sbin/httpd apache 32163 32157 0 08:39 ? 00:00:18 /usr/sbin/httpd apache 32164 32157 0 08:39 ? 00:00:14 /usr/sbin/httpd apache 32165 32157 0 08:39 ? 00:00:12 /usr/sbin/httpd apache 32167 32157 0 08:39 ? 00:00:08 /usr/sbin/httpd apache 32168 32157 0 08:39 ? 00:00:14 /usr/sbin/httpd apache 32169 32157 0 08:39 ? 00:00:10 /usr/sbin/httpd >3) entire contents of RT_SiteConfig.pm Redhat 8.0 RT 3.0.0 perl-5.8.0-88 mysql-3.23.58-1.80 httpd-2.0.40-11.9 Thanks in advance. -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/ms-tnef Size: 16858 bytes Desc: not available URL: From nevans at fedex.com Wed Mar 3 18:39:34 2004 From: nevans at fedex.com (Nathan Evans) Date: Wed, 3 Mar 2004 17:39:34 -0600 Subject: [rt-users] lots of email in /tmp Message-ID: <304E38B7F0C51E4993C7D316A5B517920194F516@MEMEXCH02V.corp.ds.fedex.com> After upgrading to RT3 I noticed thousands of directories and files were created in /tmp. They all have random file names (like "n8yofUBHaw" and "DJqLpiFOz1"). The directories are empty; the files contain a copy of email sent to the queue. Email is flowing properly to/from the queue. Why are those files created and why are they not deleted when RT is done with them? Setup: rt-3-0-8, RedHat8, Perl v5.8.3, apache-1.3.29, mysqld v3.23.58 Thanks From rroff at stny.rr.com Wed Mar 3 19:45:31 2004 From: rroff at stny.rr.com (Russ Roff) Date: Wed, 3 Mar 2004 19:45:31 -0500 Subject: [rt-users] Help with a custom form Message-ID: <001b01c40181$ff3997f0$02406118@RUSSROFF> I know a bunch of this is really HTML and/or Java, but I bet someone here has done some or all if it already. I want to make a custom version of the Create and Modify forms. That's easy enough, but I want a few new things on them too. My HTML skills are minimal, and the only thing I know about Java is that it helps me recover from my hangover a bit faster. That said, help with any and/or all of these would be greatly appreciated. I want my forms to have, in addition to the standard "CC" and "AdminCC" fields, a bunch of check boxes. These will be for RT groups that I want "CC'd" on the ticket. Check a box, the RT group is added to the CC list. Uncheck it, they aren't there anymore. I'd like to code it so that only those RT groups who have queue view rights show up as check boxes. Since I'm planning lots of groups (each one containing sub-groups) I want to make it so that I can click a check box for one master group and have the interface automagically select all the sub-groups. This is more for asthetics than functionality. I don't expect my users to know that the "Plant Engineering," "Network Engineering" and "Digital Engineering" groups are all part of the "Engineering" department. But, when they select that the "Engineering" department needs to be CC'd on a ticket, I want it to select all of those other groups on the interface. I want it to not allow the user to uncheck one of these subgroups without unchecking the master group first. I.E. - user says "This is really important - I need all 2000 people in the engineering department to know about it... Oh wait - no, digital engineering doesn't need to know. And plant engineering really doesn't need to know either..." or, on the flipside... "I need to let all 4 of these groups know what I'm doing - why can't I just check one box and let the entire department know??? This thing sucks, I'm not using it anymore." Any guidance is very much appreciated. Russ -------------- next part -------------- An HTML attachment was scrubbed... URL: From rick.rezinas at qsent.com Wed Mar 3 19:51:04 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 3 Mar 2004 16:51:04 -0800 Subject: now rt3.0.9 Re: [rt-users] rt3.0.8 performance issues In-Reply-To: <20040303133811.A79177@alderaan.chagres.net> References: <20040303110908.A75840@alderaan.chagres.net> <234770000.1078337579@lerlaptop-red.iadfw.net> <20040303120636.A77152@alderaan.chagres.net> <291350000.1078340992@lerlaptop-red.iadfw.net> <20040303133811.A79177@alderaan.chagres.net> Message-ID: <20040304005104.GV12271@yeti.qsent.com> one thing I caught in the FAQ is to serve images from a separate HTTP server instance. I just did that, and there seems to be a slight speedup. Qualitative, tho, and I recently did the 3.0.9 upgrade too, so it might be a combination. rick On Wed, 03 Mar 2004, rt-users at chagres.net wrote: > Ok, so I upgraded to 309, still things are very very slugish. > I've noticed no improvement in performance to the system. > > We came from 3.0.8 gone to 3.0.9 > > any additional tips and hints would be much appreciated > > john > -- Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From mrz at intelenet.net Wed Mar 3 20:01:05 2004 From: mrz at intelenet.net (matthew zeier) Date: Wed, 3 Mar 2004 17:01:05 -0800 Subject: [rt-users] RTAddressRegexp, multiple addresses Message-ID: <03bc01c40184$331aed10$88180a0a@MRZTP> What's the syntax for RTAddressRegexp if RT is known by several email addresses? - mz -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie From rt-users at chagres.net Wed Mar 3 20:01:12 2004 From: rt-users at chagres.net (rt-users at chagres.net) Date: Wed, 3 Mar 2004 18:01:12 -0700 Subject: now rt3.0.9 Re: [rt-users] rt3.0.8 performance issues In-Reply-To: <20040304005104.GV12271@yeti.qsent.com>; from rick.rezinas@qsent.com on Wed, Mar 03, 2004 at 04:51:04PM -0800 References: <20040303110908.A75840@alderaan.chagres.net> <234770000.1078337579@lerlaptop-red.iadfw.net> <20040303120636.A77152@alderaan.chagres.net> <291350000.1078340992@lerlaptop-red.iadfw.net> <20040303133811.A79177@alderaan.chagres.net> <20040304005104.GV12271@yeti.qsent.com> Message-ID: <20040303180112.A84798@alderaan.chagres.net> good idea, I'm only serving a 1x1 for the logo :) On Wed, Mar 03, 2004 at 04:51:04PM -0800, Rick Rezinas wrote: > one thing I caught in the FAQ is to serve images from a separate HTTP > server instance. I just did that, and there seems to be a slight > speedup. Qualitative, tho, and I recently did the 3.0.9 upgrade too, so > it might be a combination. > > rick > > On Wed, 03 Mar 2004, rt-users at chagres.net wrote: > > > Ok, so I upgraded to 309, still things are very very slugish. > > I've noticed no improvement in performance to the system. > > > > We came from 3.0.8 gone to 3.0.9 > > > > any additional tips and hints would be much appreciated > > > > john > > > > -- > Rick Rezinas > Unix Systems Administrator > Qsent, Inc. > > > When Gladstone was British Prime Minister he visited Michael Faraday's > laboratory and asked if some esoteric substance called `Electricity' > would ever have practical significance. > "One day, sir, you will tax it," was the answer. > -- Science, 1994 > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cerion at terpsichore.ws Wed Mar 3 20:19:14 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Thu, 4 Mar 2004 02:19:14 +0100 Subject: [rt-users] fastcgi & ticket seach redirect... Message-ID: <200403040219.14223.cerion@terpsichore.ws> Hi, I have (had) a working installation of RT3.0.9 with apache1.3.29 + mod_perl1 I've just been installing apache2 (I'll need it for subversion) and figured I'd add in fastcgi and use it for RT, rather than running two separate apache's... All was (fairly) plain sailing, until my current problem: In RT, everything works fine _except_ when I try to do a manual ticket search - I get taken to 'index.html?q=1', but no further - I get a blank page, I'm not redirected. The _only_ log I get is: "GET /index.html?q=1 HTTP/1.1" 200 1 (yep, apache LogLevel is debug) I can't find anything anywhere about this. I was recently told the problem with redirect for mod_perl (getting a 200 OK - 'The document has moved here.' page) will be fixed in RT3.0.10 Has this anything to do with the same thing? I found various references to suidperl in the lists, but have never had a message saying anything like "Can't do setuid"... Is this still relevant with the latest releases of everything? Someone suggested using "FastCgiWrapper /usr/local/apache2/bin/suexec", but fastcgi server dies horribly when I do that, hence no wrapper. Is it anything to do with this? Surely I'd get an error msg if so? Argh! Cheers, Cerion P.S. Here's my httpd.conf, just in case: ----------- LoadModule fastcgi_module modules/mod_fastcgi.so AddHandler fastcgi-script fcgi FastCgiServer /opt/rt3/bin/mason_handler.fcgi DocumentRoot /opt/rt3/share/html ServerName xxxxxxxxx ServerAdmin xxxxxxxxxxx ErrorLog /usr/local/apache2/logs/rt3_error_log TransferLog /usr/local/apache2/logs/rt3_access_log AddDefaultCharset UTF-8 Alias /NoAuth/images/ /opt/rt3_local/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ ------------- From les at futuresource.com Wed Mar 3 22:13:31 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 03 Mar 2004 21:13:31 -0600 Subject: [rt-users] Fedora perl 5.8.3 update is out Message-ID: <1078370010.13237.37.camel@les-home.futuresource.com> I just did a 'yum update' on a fedora box and it picked up the perl 5.8.3 update and the matching mod_perl. Running up2date should do the same. --- Les Mikesell les at futuresource.com From darren at dazza.org Wed Mar 3 22:29:52 2004 From: darren at dazza.org (Darren Nickerson) Date: Wed, 3 Mar 2004 22:29:52 -0500 Subject: [rt-users] Fedora perl 5.8.3 update is out References: <1078370010.13237.37.camel@les-home.futuresource.com> Message-ID: <0f2f01c40198$f59165e0$090a000a@DAZZALAP> To follow up on that ... About 10 days ago I picked up the fedora 5.8.3 SRPM from the experimental directory, and did an rpm --rebuild on a RedHat-7.2 machine. Aside from the myriad of modules I needed to reinstall, the upgrade was painless and uneventful (thus far). -Darren -- Darren Nickerson Senior Sales & Support Engineer iFAX Solutions, Inc. www.ifax.com darren.nickerson at ifax.com +1.215.438.4638 ext 8106 office +1.215.243.8335 fax ----- Original Message ----- From: "Les Mikesell" To: Sent: Wednesday, March 03, 2004 10:13 PM Subject: [rt-users] Fedora perl 5.8.3 update is out > I just did a 'yum update' on a fedora box and > it picked up the perl 5.8.3 update and the > matching mod_perl. Running up2date should do > the same. > > --- > Les Mikesell > les at futuresource.com > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From rt at musefoundry.com Wed Mar 3 23:28:04 2004 From: rt at musefoundry.com (AJ) Date: Wed, 3 Mar 2004 23:28:04 -0500 Subject: [rt-users] RTAddressRegexp, multiple addresses In-Reply-To: <03bc01c40184$331aed10$88180a0a@MRZTP> Message-ID: Set($RTAddressRegexp , '^(|||)\@.*$'); -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of matthew zeier Sent: Wednesday, March 03, 2004 8:01 PM To: rt-users at lists.fsck.com Subject: [rt-users] RTAddressRegexp, multiple addresses What's the syntax for RTAddressRegexp if RT is known by several email addresses? - mz -- matthew zeier | "Nothing in life is to be feared. InteleNet Communications, Inc. | It is only to be understood." (949) 784-7904 | - Marie Curie _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From lcs at MIT.EDU Thu Mar 4 00:44:50 2004 From: lcs at MIT.EDU (Larry Stone) Date: Thu, 4 Mar 2004 0:44:50 EST Subject: now rt3.0.9 Re: [rt-users] rt3.0.8 performance issues In-Reply-To: Your message of Wed, 3 Mar 2004 18:01:12 -0700 Message-ID: > On Wed, Mar 03, 2004 at 04:51:04PM -0800, Rick Rezinas wrote: > > one thing I caught in the FAQ is to serve images from a separate HTTP > > server instance. I just did that, and there seems to be a slight > > speedup. Qualitative, tho, and I recently did the 3.0.9 upgrade too, so > > it might be a combination. It isn't necessary to use a separate instance. My httpd.conf has the following fragment (apache 1.3.x, fastcgi, solaris) Alias /NoAuth/images/ /export/home/rt3/share/html/NoAuth/images/ Alias /NoAuth/webrt.css /export/home/rt3/share/html/NoAuth/webrt.css ScriptAlias / /export/home/rt3/bin/mason_handler.fcgi/ The first two Alias directives short-circuit requests for files that don't need Mason processing. It was indeed subjectively faster, I've been using it for the past few releases. Seemed like too much of a kludge to put in the install instructions but it's easier than a whole separate httpd or even a virtual host. -- Larry From pape-rt at inf.fu-berlin.de Thu Mar 4 03:08:27 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 04 Mar 2004 09:08:27 +0100 Subject: [rt-users] new version of ExtractCustomFieldValues Message-ID: <2147483647.1078391307@eremix> Hello, I have done a new version, which corrects one error and adds one feature: CHANGES: 1.0b2 fixed a bug, when called for a transaction without Attachment 1.1b1 added Option "q" for not recording transactions you can download the new version from or any other version from Dirk. From michael at maurer-it.com Thu Mar 4 07:45:53 2004 From: michael at maurer-it.com (Michael Pilz) Date: Thu, 4 Mar 2004 13:45:53 +0100 Subject: [rt-users] a user that can 'take', but not 'steal' Message-ID: <87844F3B84E88E4EA0CD476EA3B9F71D06EE48@himalaya.maurer-it.com> hi i have the same situation with RT 3.0.6 and yes the steal works mfg >An acl check probably needs to be added to he UI. Does the > Steal actually work? >>On Fri, Jan 16, 2004 at 04:46:20PM -0500, Tom Limoncelli wrote: >> (RT 3.0.8) >> >> I'm trying to create a "group" that I can put people into >> if I want them to be able to "take" a ticket but not "steal" >> >> I've created a group called "Group2", and then I went into RT >> Configuration -> Queues -> { selected the queue } -> Group Rights >> Under "User defined groups" I saw "Group2" listed and I added these bits: >> CommentOnTicket >> CreateTicket >> DeleteTicket >> OwnTicket >> ReplyToTicket >> SeeQueue >> ShowTicket >> ShowTicketComments >> TakeTicket >> >> I did *not* add "StealTicket". However, "Steal" still appears in the >> "Reply | Steal | Comment | Extract Article" bar. >> >> Any ideas? >> >> Thanks! >> --tal -------------------------------------------------- Michael Pilz Maurer IT Systeml?sungen KEG Projektleiter Kohlgasse 51/9 Tel: +43 1 545 449 715 A - 1050 WIEN Fax: +43 1 545 449 722 Mobil: +43 699 1104 3539 michael at maurer-it.com http://www.maurer-it.com -------------------------------------------------- From ronny.pettersen at telenor.com Thu Mar 4 07:58:43 2004 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Thu, 4 Mar 2004 13:58:43 +0100 Subject: [rt-users] Show HTML-only messages in Display ticket (Intern) Message-ID: Inspired by Ruslan's patch (http://lists.fsck.com/pipermail/rt-users/2003-December/019027.html), I made one that uses HTML::FormatText (and HTML::TreeBuilder). This one gives me a plain text version of the HTML-email in Display Ticket. I'm using encode_utf8 as all emails have iso-8859-1 encoding. Not sure if I "need" to use Text::Quoted below(?). I'd also like to include this text when someone does a reply (QuoteTransaction), but haven't found the correct place in the code to modify... Anyone? Regards, Ronny Pettersen -- --- rt3/share/html/Ticket/Elements/ShowTransaction.orig 2004-03-02 15:46:43.000000000 +0100 +++ rt3/share/html/Ticket/Elements/ShowTransaction 2004-03-04 12:48:40.000000000 +0100 @@ -63,6 +63,16 @@ $quoted = $message->Content; } } + if ($message->ContentType =~ m{^text/html$}i && + $message->ContentLength < $MAX_INLINE_BODY ) { + require HTML::TreeBuilder; + my $tree = HTML::TreeBuilder->new->parse(Encode::encode_utf8($message->Content)); + require HTML::FormatText; + my $formatter = new HTML::FormatText; + #require Text::Quoted; + #$quoted = Text::Quoted::extract($formatter->format($tree)); + $quoted = $formatter->format($tree); + } From adam at baz.org Thu Mar 4 09:23:17 2004 From: adam at baz.org (Adam Hirsch) Date: Thu, 4 Mar 2004 09:23:17 -0500 Subject: [rt-users] second-level sort In-Reply-To: <002001c3ffe2$2a8aff30$8f90a8c0@internal.leadup.com.au> References: <20040301170317.GC10106@baz.org> <002001c3ffe2$2a8aff30$8f90a8c0@internal.leadup.com.au> Message-ID: <20040304142317.GA10738@baz.org> Mike Husband (m.husband at leadup.com.au) wrote: > I think the default sort order is by ticket priority, > but if you select any queue you can choose the sort order > by clicking on headers Right, the issue is when one has it sorted by owner, and want to see the tickets owned by a given person in chronological order... make sense? i.e. if I've got the queue grouped by owner, and I'm looking at regis' tickets, they're in some weird, nondeterministic order: 27189 NETWORK: more fun with netflow new ops regis 0 regis at upyournose.com 4 months - 4 months 0 31037 Office users accessing Pluto open ops regis 0 rbouchard at upyournose.com 3 weeks - 3 weeks 0 31066 switch configuration open ops regis 50 mikem at upyournose.com 3 weeks - 2 weeks 0 23645 NETWORK: investigate gear open ops regis 10 regis at upyournose.com 7 months - 7 months 0 31352 NETWORK: what time is it? new ops regis 0 regis at upyournose.com 2 weeks - 12 days 0 31635 NETWORK: managability new ops regis 0 regis at upyournose.com 8 days - 8 days 0 31133 NETWORK: tracking performance open ops regis 0 regis at upyournose.com 3 weeks - 12 days 0 26046 NETWORK: verify failover new ops regis 30 regis at upyournose.com 5 months - 5 months 0 in RT2, they'd be grouped by owner, but then in numeric ticket order within each person's tickets. Anyone else seen this? Adam -- Schmendiman: Remember, the shortest distance between two points is a foot and a half. No pun intended. Freddy: No pun achieved. - Steve Martin, _Picasso at the Lapin Agile_ From m-liebman at northwestern.edu Thu Mar 4 09:28:04 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 4 Mar 2004 09:28:04 -0500 Subject: [rt-users] lots of email in /tmp In-Reply-To: <304E38B7F0C51E4993C7D316A5B517920194F516@MEMEXCH02V.corp.ds.fedex.com> References: <304E38B7F0C51E4993C7D316A5B517920194F516@MEMEXCH02V.corp.ds.fedex.com> Message-ID: <20040304142804.GB8951@SDF.LONESTAR.ORG> On Wed, Mar 03, 2004 at 05:39:34PM -0600, Nathan Evans wrote: > > Why are those files created and why are they not deleted when RT is done > with them? These are temporary files/directories created by, IIRC, MIME::Entity. It is a known issue that they are not properly cleaned up and a solution is being investigated. The workaround for now is to run cron jobs to clean the /tmp directory. If you are running Redhat or Fedora, you can install the tmpwatch package. 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 ah30 at harrisonfamily.com Thu Mar 4 10:37:59 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Thu, 4 Mar 2004 10:37:59 -0500 Subject: [rt-users] Displaying Comments in Templates In-Reply-To: <20040303112135.084f090c@andy> References: <20040303112135.084f090c@andy> Message-ID: <20040304103759.0c07166b@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 3 Mar 2004 11:21:35 -0500, Andy Harrison wrote Subject: "[rt-users] Displaying Comments in Templates" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > {$Ticket->Transactions->First->Content()} displays the first comment > of a ticket in a template. Is there a way to get it to display the > last one? > > -- > Andy Harrison > (full headers for details) I'm trying this snippet to get the last comment on a ticket. It doesn't display any errors, but the between the --- dashes is blank in the e-mail. Template Content: last comment: --- { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->OrderBy( FIELD => 'id', ORDER => 'DESC' ); $Transactions->GotoFirstItem; while (my $Transaction = $Transactions->Next) { if ($Transaction->Type eq 'Correspond') { $resolution_comment = $Transaction->First->Content; last; } } $OUT .= $resolution_comment; $OUT; } --- -- Andy Harrison (full headers for details) From Witold_Koziel at kaplan.com Thu Mar 4 11:07:25 2004 From: Witold_Koziel at kaplan.com (Witold Koziel) Date: Thu, 4 Mar 2004 11:07:25 -0500 Subject: [rt-users] RT corrupts binary attachments Message-ID: <8DF9D814B996F54C8FAE018DB1CA6A2F01AE6458@888mail1.kaplaninc.com> I'm having similar problems with binary attachments. Apache restart fixes the problem, but fix doesn't last long, only the first few attachments are ok. Is upgrading to RT 3.0.9 and Perl 5.8.3 the only solution? Currently running RT 3.0.7_01, perl, v5.8.0 and Apache/1.3.29 mod_ssl-2.8.16 on RH Linux AS (2.4.9-e.3smp) -Thanks, Witek -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mike White Sent: Wednesday, March 03, 2004 1:01 PM To: David Esposito Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT corrupts binary attachments David Esposito wrote: > I've been having a problem with RT 3.0.6 trashing binary attachments > fairly regularly ... No errors are generated in the log file that I > can see (i have it set to Debug level) ... The interesting part is > that if I restart apache, the problem fixes itself for a while ... > Right now, cron is restarting apache every 3 hours so that the problem > is less obvious ... but it still continues to happen ... It doesn't > matter whether the attachments are made via the mail gateway or via the web interface ... You need RT 3.0.9 and Perl 5.8.3. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 glule at umu.ac.ug Thu Mar 4 11:47:40 2004 From: glule at umu.ac.ug (Lule George William) Date: Thu, 4 Mar 2004 19:47:40 +0300 Subject: [rt-users] RT mess Message-ID: <200403041647.i24GleV30956@postmaster1.umu.ac.ug> Hello all, Just messed myself up by accidentally making my RT administration login account non-privilidged. (unchecked the grant rights box accidentally and submitted). I now cannot manage the whole installation anymore and the last thing I would like to tell my boss is that I am going to do a re-installation. There are so many users already relying on the system and so many tickects. Can anyone out there help me recover my status before something Please. ************************************************************************ Lule George William (Mr) Network and Systems Administrator Uganda Martyrs University, Nkozi P.O. Box 5498 Kampala Uganda From myk1 at ptgrey.com Thu Mar 4 13:38:01 2004 From: myk1 at ptgrey.com (Mike White) Date: Thu, 04 Mar 2004 10:38:01 -0800 Subject: [rt-users] RT corrupts binary attachments In-Reply-To: <8DF9D814B996F54C8FAE018DB1CA6A2F01AE6458@888mail1.kaplaninc.com> References: <8DF9D814B996F54C8FAE018DB1CA6A2F01AE6458@888mail1.kaplaninc.com> Message-ID: <40477789.2060106@ptgrey.com> Witold Koziel wrote: > I'm having similar problems with binary attachments. Apache restart > fixes the problem, but fix doesn't > last long, only the first few attachments are ok. > Is upgrading to RT 3.0.9 and Perl 5.8.3 the only solution? Here, let me make a few more google keyword impressions: Running RT? Corrupt attachments? Damaged attachments? Attachments can't be viewed? UTF-8 problems? Unicode email attachments corrupted? Perl 5.8.3. RT 3.0.9. Problems with attachments. Perl 5.8.3. RT 3.0.9. From ah30 at harrisonfamily.com Thu Mar 4 13:38:13 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Thu, 4 Mar 2004 13:38:13 -0500 Subject: [rt-users] Displaying Comments in Templates In-Reply-To: <20040304103759.0c07166b@andy> References: <20040303112135.084f090c@andy> <20040304103759.0c07166b@andy> Message-ID: <20040304133813.46b01dfe@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Thu, 4 Mar 2004 10:37:59 -0500, Andy Harrison wrote Subject: "Re: [rt-users] Displaying Comments in Templates" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > I'm trying this snippet to get the last comment on a ticket. It > doesn't display any errors, but the between the --- dashes is blank in > the e-mail. > > > Template Content: > > last comment: > --- > { > my $resolution_comment; > my $Transactions = $Ticket->Transactions; > $Transactions->OrderBy( FIELD => 'id', ORDER => 'DESC' ); > $Transactions->GotoFirstItem; > while (my $Transaction = $Transactions->Next) { > if ($Transaction->Type eq 'Correspond') { > $resolution_comment = $Transaction->First->Content; > last; > } > } > $OUT .= $resolution_comment; > $OUT; > } > --- I tried simplifying it and shortening it to: { $Ticket->Transactions->OrderBy( FIELD => 'id', ORDER => 'DESC' ); $Ticket->Transactions->GotoFirstItem; $Ticket->Transactions->First->Content(); } But that doesn't cut it. $Ticket->Transactions->First->Content(); still shows the real first comment; Any ideas? -- Andy Harrison (full headers for details) From mailbag at anothernet.com Thu Mar 4 13:55:02 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 4 Mar 2004 13:55:02 -0500 Subject: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: <40448E74.4070008@acronis.ru> Message-ID: I experience the same problem, but with version 3.0.8. I imagine this patch will resolve it in that version as well? Also, how do I apply patches? All I need is a small pointer in the right direction. I'm the self-teaching type. Thanks! Chago > -----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: Tuesday, March 02, 2004 8:39 AM > To: HAM MI-IH / Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Problem RT3 with Signatures and attachments > > > HAM MI-IH / Torsten Brumm wrote: > > OK, i will hope someone with good perl knowledge reads this treat ;-) > > > > btw., Thanks for your help > > Take a patch :) > > > > > Torsten > > > > -----Ursprungliche Nachricht----- > > Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > > Gesendet: Dienstag, 2. Marz 2004 14:09 > > An: HAM MI-IH / Torsten Brumm > > Cc: rt-users at lists.bestpractical.com > > Betreff: Re: AW: AW: [rt-users] Problem RT3 with Signatures and > > attachments > > > > > > HAM MI-IH / Torsten Brumm wrote: > > > >>OK, so if i'm right, you also have this problem? This is not a bug, this > > > > is > > > >>a feature ;-) > >> > >>Any Idea for a solution? > > > > I can fix it, but have no time :) and big wish. > > Ruslan. > > > >>Greetings > >> > >>Torsten > >> > >>-----Ursprungliche Nachricht----- > >>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > >>Gesendet: Dienstag, 2. Marz 2004 13:54 > >>An: HAM MI-IH / Torsten Brumm > >>Cc: rt-users at lists.bestpractical.com > >>Betreff: Re: AW: [rt-users] Problem RT3 with Signatures and attachments > >> > >> > >>HAM MI-IH / Torsten Brumm wrote: > >> > >> > >>>Hi Ruslan, > >>> > >>>ok, i have tried with apache restart, same problem. > >> > >> > >>Sorry, i've checked reply for not create. Eh, it's bug. > >> > >> > >> > >> > >>>Torsten > >>> > >>>-----Ursprungliche Nachricht----- > >>>Von: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > >>>Gesendet: Dienstag, 2. Marz 2004 13:43 > >>>An: HAM MI-IH / Torsten Brumm > >>>Cc: rt-users at lists.bestpractical.com > >>>Betreff: Re: [rt-users] Problem RT3 with Signatures and attachments > >>> > >>> > >>>HAM MI-IH / Torsten Brumm wrote: > >>> > >>> > >>> > >>>>Hi @ all, > >>>> > >>>>another problem with the RT 3.0.9. > >>>> > >>>>If i create a new ticket within the web interface and i > attach one file, > >>> > >>>the > >>> > >>> > >>> > >>>>ticket is shown with one file and one signature. > >>>> > >>>>if i attach two files, the created ticket has two signatures, > if i add 3 > >>>>files = 3 signatures and so on. > >>>> > >>>>Is this a bug or a misconfiguration at my site? > >>> > >>>I've got fresh 3.0.9 without overrides and everything is fine > with this. > >>>This was an issue until 3.0.6 or so, but was fixed. I think you got > >>>local overrides of interface or did update wrong, may be > apache restart. > >>> > >>> Best regards. Ruslan. > >>> > >>> > >>> > >>>>Thanks > >>>> > >>>>Torsten > >>> > >>> > >> > >>_______________________________________________ > >>rt-users mailing list > >>rt-users at lists.bestpractical.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 Thu Mar 4 14:40:47 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 4 Mar 2004 14:40:47 -0500 Subject: [rt-users] Problem RT3 with Signatures and attachments In-Reply-To: References: <40448E74.4070008@acronis.ru> Message-ID: <20040304194047.GA27444@SDF.LONESTAR.ORG> On Thu, Mar 04, 2004 at 01:55:02PM -0500, Adolfo Santiago wrote: > Also, how do I apply patches? All I need is a small pointer in the right > direction. I'm the self-teaching type. patch [options] [originalfile [patchfile]] or patch -pnum Message-ID: Excellent! Thank you very much. This sure beats doing it manually... Chago > -----Original Message----- > From: Michael S. Liebman [mailto:m-liebman at northwestern.edu] > Sent: Thursday, March 04, 2004 2:41 PM > To: Adolfo Santiago > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Problem RT3 with Signatures and attachments > > > On Thu, Mar 04, 2004 at 01:55:02PM -0500, Adolfo Santiago wrote: > > Also, how do I apply patches? All I need is a small pointer in > the right > > direction. I'm the self-teaching type. > > patch [options] [originalfile [patchfile]] > > or > > patch -pnum > See the patch man pages. A quick google gives > http://www.kegel.com/academy/opensource.html which might be of help. > > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From adam at baz.org Thu Mar 4 16:05:57 2004 From: adam at baz.org (Adam Hirsch) Date: Thu, 4 Mar 2004 16:05:57 -0500 Subject: [rt-users] Notification Bogosity Message-ID: <20040304210557.GE10738@baz.org> Say that I want a Requestor to get an AutoReply when they create a ticket. "Ah," you say, "Nothing could be easier, try the Global Scrip:" On Create Autoreply To Requestors with template Autoreply Say that I want to allow my users to automatically set CCs during their initial submissions-via-email. "Ah," you say, "Trivially easy, using the minorly ugly (not to mention risk) hack, configured in RT_SiteConfig.pm:" Set($ParseNewMessageForTicketCcs , "1"); Say, however, that I want the people CC:d on that initial message to actually get a copy of the message *from RT*, so that they won't just respond to the message directly from the requestor, create another ticket, and annoy the response staff unnecessarily. "Slightly trickier," you say, "but doable, using the following scrip:" On Create Notify Requestors and Ccs with template Transaction But here's the kicker. This works out okay -- the CC:s get a copy of the mail that opens the ticket, so they can (hopefully) respond to that. Only problem is, the Requestor now gets two responses -- one, an Autoreply, and one, a Transaction. This is lame. Has anyone else found a more clever way to achieve this? I'm to the point of either breaking open rt-mailgate and putting in the ability to put in CC: headers in some weird way, so that RT can send them out itself, or printing out a copy of http://www.bestpractical.com/rt/docs/3.0/appendix3-scrips.txt and starting to wave it around and say "Hey, where's the 'Notify All Watchers' action that's documented here?" whenever I run across my favorite RT developers. :) Adam -- The universe consists almost entirely of nothing, and yet attics overflow. - J.P. Scott From glule at umu.ac.ug Thu Mar 4 16:40:56 2004 From: glule at umu.ac.ug (Lule George William) Date: Fri, 5 Mar 2004 00:40:56 +0300 Subject: [rt-users] Privileges Message-ID: <200403042140.i24Leus02865@postmaster1.umu.ac.ug> Surely someone out there must be knowing how RT3 stores its privilege status in the mysql table. I have looked up and down but the word privilege doesn't appear anywhere, can someone give me a pointer? I need to reset a privilege from there!! (Related to the RT mess thread) Please ************************************************************************ Lule George William (Mr) Network and Systems Administrator Uganda Martyrs University, Nkozi P.O. Box 5498 Kampala Uganda From seph at directionless.org Thu Mar 4 16:45:08 2004 From: seph at directionless.org (seph) Date: Thu, 04 Mar 2004 16:45:08 -0500 Subject: [rt-users] Re: RT mess In-Reply-To: <200403041647.i24GleV30956@postmaster1.umu.ac.ug> (Lule George William's message of "Thu, 4 Mar 2004 19:47:40 +0300") References: <200403041647.i24GleV30956@postmaster1.umu.ac.ug> Message-ID: > Just messed myself up by accidentally making my RT administration login > account non-privilidged. (unchecked the grant rights box accidentally > and submitted). keep backups. Whether or not a user is priviledged should be pretty straightforward in the actual SQL db, I'd fix it there. However, that is an entirely unsupported operation. seph From jesse at bestpractical.com Thu Mar 4 16:50:58 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 4 Mar 2004 16:50:58 -0500 Subject: [rt-users] Re: locking the keys up in your car. (RT lockup) In-Reply-To: References: Message-ID: <0539F141-6E26-11D8-8BDC-000A95AA631E@bestpractical.com> In RT3, the "Privileged" group is just that, a group in RT. one option would be to manually grant some other user the SuperUser right by adding a row to the database and let them log in as the superuser. On Mar 4, 2004, at 4:44 PM, William George wrote: > Jesse, > > can you help this guy out? He locked himself out. My copy of RT3 is > (incorrectly) running Postgres. Is this a value on the Principals > table? > > Regards, > > Bill > > -----Original Message----- > From: Lule George William [mailto:glule at umu.ac.ug] > Sent: Thursday, March 04, 2004 3:35 PM > To: William George > Subject: RE: locking the keys up in your car. (RT lockup) > > > There goes my last straw I could clutch at. All the same thanks for > your help and say a small prayer for my soul. It will need it by the > time the ICT committee is through with me tommorrow. Goodnight!! > >> >> Drat. He changed this in version 3.0. >> >> My version 3.0 is in postgres so I can't help. >> >> Sorry. >> -----Original Message----- >> From: Lule George William [mailto:glule at umu.ac.ug] >> Sent: Thursday, March 04, 2004 3:02 PM >> To: William George >> Subject: Re: locking the keys up in your car. (RT lockup) >> >> >> >> >>> This is a multi-part message in MIME format. >>> >>> >>> Because you name is so similar I'm going to help out. >>> >>>> From your config.pm file of RT, grab the username and password > (and >> IP address as well) for your database. If your using mysql: >>> >>> mysql -uusername_name -ppassword >>> >>> select id from Users where name="your login name here"; >>> >>> update Users set privileged=1 where id=value from above select; >>> >>> Let me know if you need more help. >>> >> >> Thanks abunch namesake. You can't know how much this means to me. >> However when I run the above update statement after getting my id, I >> get the error >> ERROR 1054: Unknown column 'privileged' in 'field list' >> What should I do next? >> >> George >> >>> Regards, >>> >>> William George >>> >>> >>> >> >> > *********************************************************************** > * >> Lule George William (Mr) >> Network and Systems Administrator >> Uganda Martyrs University, Nkozi >> P.O. Box 5498 Kampala >> Uganda >> >> > > *********************************************************************** > * > Lule George William (Mr) > Network and Systems Administrator > Uganda Martyrs University, Nkozi > P.O. Box 5498 Kampala > Uganda > From sturner at MIT.EDU Thu Mar 4 16:51:13 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 04 Mar 2004 16:51:13 -0500 Subject: [rt-users] Privileges In-Reply-To: <200403042140.i24Leus02865@postmaster1.umu.ac.ug> Message-ID: <5.2.1.1.2.20040304164623.021e1378@po14.mit.edu> George Try this: Find out the id of the user you want to be a super user (user name 'myname'): 'select id from Users where Name = 'myname'; Let's say this id is 76... Then find the group for this user: 'select id from Groups where name = 'User 76'; Let's say this group id is 77. Insert into ACL: PrincipalType = 'Group' PrincipalId = 77 RightName = 'SuperUser' ObjectType = 'RT::System' ObjectId = 1 DelegatedBy = 0 DelegatedFrom = 0 Hope this works for you Steve Turner At Thursday 3/4/2004 04:40 PM, Lule George William wrote: >Surely someone out there must be knowing how RT3 stores its privilege >status in the mysql table. I have looked up and down but the word >privilege doesn't appear anywhere, can someone give me a pointer? >I need to reset a privilege from there!! (Related to the RT mess thread) >Please >************************************************************************ >Lule George William (Mr) >Network and Systems Administrator >Uganda Martyrs University, Nkozi >P.O. Box 5498 Kampala >Uganda >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at bestpractical.com Thu Mar 4 16:58:59 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 5 Mar 2004 07:58:59 +1000 Subject: [rt-users] Notification Bogosity In-Reply-To: <20040304210557.GE10738@baz.org> References: <20040304210557.GE10738@baz.org> Message-ID: <20040304215859.GA4007@moreton.com.au> Adam Hirsch wrote: > But here's the kicker. This works out okay -- the CC:s get a copy of the > mail that opens the ticket, so they can (hopefully) respond to that. Only > problem is, the Requestor now gets two responses -- one, an Autoreply, and > one, a Transaction. So, disable the AutoReply scrip, or turn of $NotifyActor... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From adam at baz.org Thu Mar 4 17:03:11 2004 From: adam at baz.org (Adam Hirsch) Date: Thu, 4 Mar 2004 17:03:11 -0500 Subject: [rt-users] Notification Bogosity In-Reply-To: <20040304210557.GE10738@baz.org> References: <20040304210557.GE10738@baz.org> Message-ID: <20040304220311.GF10738@baz.org> With a little help from some friends gracious enough not to take umbrage at my trash talking, I made two additions to my ScripActions. Notify Ccs: insert into ScripActions (Name,Description,ExecModule,Argument) values ("Notify Ccs","Sends mail to Ccs","Notify","Cc"); and Notify All Watchers: insert into ScripActions (Name,Description,ExecModule,Argument) values ("Notify All Watchers","Sends mail to All Watchers","Notify","Requestor,Owner,AdminCc,Cc,OtherRecipientes"); This will let me simplify my notification rules a bit, figured I'd share. Adam -- Yes, people can contrive misleading statistics. That's nothing compared with their ability to script tailored anecdotes. Think of it this way: An anecdote is just a statistic with a sample size of one. You can "prove" anything at all that way. - Bob Lewis From edk at grandvirtual.com Thu Mar 4 17:19:30 2004 From: edk at grandvirtual.com (Ed Kershenbaum) Date: Thu, 4 Mar 2004 17:19:30 -0500 Subject: [rt-users] EmailEncoding in Users table Message-ID: <7C2AE1DF94B0D1438F2EBF482230488601D7DA94@user146.grandvirtual.com> In RT 3.0.9, there is an EmailEncoding field for all users in the users table, always set to the default NULL. What is this field used for? Is it set automatically? Does it appear in the UI anywhere? For Japanese and Chinese language users, I need to encode output differently for various web-based e-mail domains (e.g. www.yahoo.co.jp). In anycase, utf8 is a non-starter across the board. Thx, Ed From jim.goss at privacyinc.com Thu Mar 4 17:43:18 2004 From: jim.goss at privacyinc.com (Jim Goss) Date: Thu, 4 Mar 2004 16:43:18 -0600 Subject: [rt-users] RT: Use of uninitialized value in numeric ne (!=) Message-ID: <01AC31836072264CB16F111175B9E7790D686A@brandeis.PrivacyInc.Local> Hi all, Well, I've successfully gotten my RT 3.0.8 system up and running and have noticed a lot of these messages in my syslog: Mar 4 14:15:07 bigbrother RT: Use of uninitialized value in numeric ne (!=) at /usr/lib/perl5/site_perl/5.8.1/DBI x/SearchBuilder/Handle.pm line 694. (/opt/rt3/lib/RT.pm:247) I don't seem to be having any problems with the system functionally, but I don't like error messages that can't be explained. Anyone have any ideas? Thanks, Jim Goss Director of Network Operations Privacy, Inc. From glule at umu.ac.ug Thu Mar 4 17:51:28 2004 From: glule at umu.ac.ug (Lule George William) Date: Fri, 5 Mar 2004 01:51:28 +0300 Subject: [rt-users] Re: locking the keys up in your car. (RT lockup) Message-ID: <200403042251.i24MpS003678@postmaster1.umu.ac.ug> Thanks all for the effort. I based on the ideas from the mailing list and sorted out the mess. When I was doing my initial installation, I made a test user with priviledges but forgot about him/her altogether and he remained floating around in the d/base. I remembered him today but couldn't recall the password, so what I did was to go to the sql d/base, update it with the encrypted version of my password which I am sure of and viola! I could log in with his ID!!! Of course you know what I did the moment I saw the blessed admin screeen!! Thanks once again. > In RT3, the "Privileged" group is just that, a group in RT. > > one option would be to manually grant some other user the SuperUser > right by adding a row to the database and let them log in as the > superuser. > > > On Mar 4, 2004, at 4:44 PM, William George wrote: > > > Jesse, > > > > can you help this guy out? He locked himself out. My copy of RT3 is > > (incorrectly) running Postgres. Is this a value on the Principals > > table? > > > > Regards, > > > > Bill > > > > -----Original Message----- > > From: Lule George William [mailto:glule at umu.ac.ug] > > Sent: Thursday, March 04, 2004 3:35 PM > > To: William George > > Subject: RE: locking the keys up in your car. (RT lockup) > > > > > > There goes my last straw I could clutch at. All the same thanks for > > your help and say a small prayer for my soul. It will need it by the > > time the ICT committee is through with me tommorrow. Goodnight!! > > > >> > >> Drat. He changed this in version 3.0. > >> > >> My version 3.0 is in postgres so I can't help. > >> > >> Sorry. > >> -----Original Message----- > >> From: Lule George William [mailto:glule at umu.ac.ug] > >> Sent: Thursday, March 04, 2004 3:02 PM > >> To: William George > >> Subject: Re: locking the keys up in your car. (RT lockup) > >> > >> > >> > >> > >>> This is a multi-part message in MIME format. > >>> > >>> > >>> Because you name is so similar I'm going to help out. > >>> > >>>> From your config.pm file of RT, grab the username and password > > (and > >> IP address as well) for your database. If your using mysql: > >>> > >>> mysql -uusername_name -ppassword > >>> > >>> select id from Users where name="your login name here"; > >>> > >>> update Users set privileged=1 where id=value from above select; > >>> > >>> Let me know if you need more help. > >>> > >> > >> Thanks abunch namesake. You can't know how much this means to me. > >> However when I run the above update statement after getting my id, I > >> get the error > >> ERROR 1054: Unknown column 'privileged' in 'field list' > >> What should I do next? > >> > >> George > >> > >>> Regards, > >>> > >>> William George > >>> > >>> > >>> > >> > >> > > *********************************************************************** > > * > >> Lule George William (Mr) > >> Network and Systems Administrator > >> Uganda Martyrs University, Nkozi > >> P.O. Box 5498 Kampala > >> Uganda > >> > >> > > > > *********************************************************************** > > * > > Lule George William (Mr) > > Network and Systems Administrator > > Uganda Martyrs University, Nkozi > > P.O. Box 5498 Kampala > > Uganda > > > > ************************************************************************ Lule George William (Mr) Network and Systems Administrator Uganda Martyrs University, Nkozi P.O. Box 5498 Kampala Uganda From fran at cis.uab.edu Thu Mar 4 18:19:04 2004 From: fran at cis.uab.edu (Fran Fabrizio) Date: Thu, 04 Mar 2004 17:19:04 -0600 Subject: [rt-users] Finding 80 tickets; displaying only 10 In-Reply-To: <131E7A86-6A3B-11D8-91DD-00039310C34C@sidebysite.de> References: <131E7A86-6A3B-11D8-91DD-00039310C34C@sidebysite.de> Message-ID: <4047B968.2000603@cis.uab.edu> Yep, I am still having this same bug after upgrading to 3.0.9. Anything I can do to help debug? I see this thread has gone cold the last few days. -Fran Benjamin Boksa wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > >>> Case 1: >>> Current search criteria >>> Subject LIKE VIRUS >>> Queue = general >>> >>> gives me "Found 64 tickets" but no tickets are displayed. >>> >>> Case 2: >>> Current search criteria >>> Subject LIKE VIRUS >>> >>> gives me "Found 64 tickets" and 50 tickets are displayed, all of them >>> in the cue general. >> >> >> Can you capture the SQL of the SELECT queries that go off to find >> those tickets? > > > I used MySQL logging to log the queries executed when performing the > searches, here they are: > > > Case 1: > > SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId = > main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) > AND ( ( (main.Queue = '4') ) AND ( (main.Subject LIKE '%VIRUS%') ) ) > SELECT main.* FROM Tickets main WHERE ((main.EffectiveId = main.id)) > AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( > (main.Queue = '4') ) AND ( (main.Subject LIKE '%VIRUS%') ) ) ORDER BY > main.id ASC LIMIT 50 > > Case 2: > > SELECT count(main.id) FROM Tickets main WHERE ((main.EffectiveId = > main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) > AND ( ( (main.Subject LIKE '%VIRUS%') ) ) > SELECT main.* FROM Tickets main WHERE ((main.EffectiveId = main.id)) > AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( > (main.Subject LIKE '%VIRUS%') ) ) ORDER BY main.id ASC LIMIT 50 > > > (The queries log quite good to me) The complete logs with all queries > performed on the two HTTP-Requests can be found at: > http://www.boksa.de/tmp/sql-case{1,2} > > Some information that might be useful: > > - - The problem is reproducable in another queue as well > - - Only standard scrips are used > - - The version-history is RT 3.0.6 -> 3.0.8 -> 3.0.9 > - - An import from 2.x (<- don't remember the exact version) was done > after installing 3.0.6 > - - All tickets in the example were created by 3.0.8 or 3.0.9 > - - Perl 5.8.1 is used > - - MySQL 4.1.1 is used (as we need GIS-spatials on that machine) > - - Apache 1.3.28 is used > > If you need any further information let me know what you need. > > Benne > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.3 (Darwin) > > iD8DBQFAQRIbR5U9XkJXZKwRArtVAJoCtg/VAzXhCrgt/U/p2d09NQOAPgCfVSof > iB2dAKm/O53nXWzOoOjy4xw= > =LqFF > -----END PGP SIGNATURE----- > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama - Birmingham fran at cis.uab.edu (205) 934-0653 From cerion at terpsichore.ws Thu Mar 4 17:28:31 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Thu, 4 Mar 2004 23:28:31 +0100 Subject: [rt-users] fastcgi & ticket seach redirect... In-Reply-To: <200403040219.14223.cerion@terpsichore.ws> References: <200403040219.14223.cerion@terpsichore.ws> Message-ID: <200403042328.31590.cerion@terpsichore.ws> no-one? not even a flame saying read x... or the lists _again_? pwetty pwease?! Cerion On Thursday 04 March 2004 02:19, Cerion Armour-Brown wrote: > Hi, > I have (had) a working installation of RT3.0.9 with apache1.3.29 + > mod_perl1 I've just been installing apache2 (I'll need it for subversion) > and figured I'd add in fastcgi and use it for RT, rather than running two > separate apache's... > > All was (fairly) plain sailing, until my current problem: > In RT, everything works fine _except_ when I try to do a manual ticket > search - I get taken to 'index.html?q=1', but no further - I get a blank > page, I'm not redirected. > The _only_ log I get is: > "GET /index.html?q=1 HTTP/1.1" 200 1 > (yep, apache LogLevel is debug) > > I can't find anything anywhere about this. > I was recently told the problem with redirect for mod_perl (getting a 200 > OK - 'The document has moved here.' page) will be fixed in RT3.0.10 > Has this anything to do with the same thing? > > I found various references to suidperl in the lists, but have never had a > message saying anything like "Can't do setuid"... > Is this still relevant with the latest releases of everything? > Someone suggested using "FastCgiWrapper /usr/local/apache2/bin/suexec", but > fastcgi server dies horribly when I do that, hence no wrapper. > Is it anything to do with this? Surely I'd get an error msg if so? > Argh! > > Cheers, > Cerion > > > P.S. Here's my httpd.conf, just in case: > ----------- > LoadModule fastcgi_module modules/mod_fastcgi.so > AddHandler fastcgi-script fcgi > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > > > DocumentRoot /opt/rt3/share/html > ServerName xxxxxxxxx > ServerAdmin xxxxxxxxxxx > ErrorLog /usr/local/apache2/logs/rt3_error_log > TransferLog /usr/local/apache2/logs/rt3_access_log > > AddDefaultCharset UTF-8 > > Alias /NoAuth/images/ /opt/rt3_local/images/ > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > ------------- > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 dermot.williams at irishbroadband.ie Fri Mar 5 04:44:42 2004 From: dermot.williams at irishbroadband.ie (Dermot Williams) Date: Fri, 5 Mar 2004 09:44:42 -0000 Subject: [rt-users] Custom Conditions Message-ID: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> Hi, Can anyone tell me what the custom condition box in Scrips is for? Can I type Perl scripts directly into to it to, for example, dump mail into particular queues depending on the subject line? Any help would be much appreciated, as always. Regards, Dermot Williams Technical Support Engineer Irish Broadband Internet Services -------------- next part -------------- An HTML attachment was scrubbed... URL: From pmessri at earthlink.net Fri Mar 5 05:40:58 2004 From: pmessri at earthlink.net (Pedram Messri) Date: Fri, 5 Mar 2004 02:40:58 -0800 Subject: [rt-users] Re: Information regarding RT plus Fetchmail In-Reply-To: Message-ID: <000401c4029e$5852b480$0201a8c0@devel> Hey guys, I have qmail + vpopmail setup for email and I have a working RT setup. Vpopmail handles the virtualdomain interpid.net, but I have setup a locals just for rt called interpid-rt in the locals file in /var/qmail/control/locals. Then in /var/qmail/alias I have the file .qmail-username . I have fetchmail setup in daemon mode and it is downloading all the mail from POP server, then sending it to username at interpid-rt. In /var/qmail/alias/.qmail-username I have the following line: |/opt/rt2/bin/rt-mailgate --queue general --action correspond --url http://rt.interpid.net I send a email to my pop account and then fetchmail downloads it, and sends it to the username at interpid-rt account, but for some reason I keep checking RT but there appears no tickets. I do a qmailctl queue and I see the email stuck in the queue. Anyone have ideas of what I could be doing wrong? Thanks, Pedram -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of seph Sent: Tuesday, March 02, 2004 10:00 PM To: Russ Roff Cc: rt-users at lists.bestpractical.com Subject: [rt-users] Re: Information regarding RT plus Fetchmail "Russ Roff" writes: > I'm not sure what you're trying to accomplish, but my opinion is that > RT's mail interface is one of it's strongest points. If you don't > have a server with an MX record to send mail specifically for RT and > all of it's aliases, can you influence your mail administrator to > create some aliases for you on their server? You're really missing > out if you are strapped to an external POP account. there's no reason you lose any of that with RT in a pop and fetchmail setup. RT's outgoing mail is completely unaffected, and it would just add a delay to the incoming mail. 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 cubic at acronis.ru Fri Mar 5 06:31:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 05 Mar 2004 14:31:03 +0300 Subject: [rt-users] Custom Fields and Templates In-Reply-To: <20040302163037.4393cf98@andy> References: <20040301155826.60cd31eb@andy> <40447EBD.8000505@acronis.ru> <20040302113116.0ccdbddb@andy> <4044B9AA.2010402@acronis.ru> <20040302124909.07b9d60d@andy> <4044CB11.8010809@acronis.ru> <20040302163037.4393cf98@andy> Message-ID: <404864F7.9090900@acronis.ru> Andy Harrison wrote: > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Tue, 02 Mar 2004 20:57:37 +0300, Ruslan U. Zakirov wrote > Subject: "Re: [rt-users] Custom Fields and Templates" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > >> You've forgot about custom fields with multiply values. It break your >> indend, but not mine :) >> Second 'while' specialy for this case. > > > Oh yes. Here's a prettier version. Multiple value fields are > displayed underneath the fieldname instead of beside it. > > { > my $CustomFields = $Ticket->QueueObj->CustomFields(); > while (my $CustomField = $CustomFields->Next()) { > my $CustomFieldValues=$Ticket->CustomFieldValues($CustomField->Id); > $OUT .= $CustomField->Name; > if ($CustomFieldValues->Count) { > my $spacer; > if ( $CustomField->Type ne 'FreeformMultiple' and > $CustomField->Type ne 'SelectMultiple' ) { > $spacer = " " x (20 - length($CustomField->Name)); > } else { > $spacer = "\n"; > } > $OUT .= ":" . $spacer; > } else { > $OUT .= ":\n"; > next; > } > while (my $CustomFieldValue = $CustomFieldValues->Next) { > $OUT .= " " if ( $CustomField->Type eq 'FreeformMultiple' or > $CustomField->Type eq 'SelectMultiple' ); > $OUT .= $CustomFieldValue->Content . "\n"; > } > $OUT .= "\n" if ( $CustomField->Type eq 'FreeformMultiple' or > $CustomField->Type eq 'SelectMultiple' ); > } > $OUT; > } > > I've copied it to wiki.bestpractical.com Best regards. Ruslan. From ah30 at harrisonfamily.com Fri Mar 5 08:16:50 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Fri, 5 Mar 2004 08:16:50 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> Message-ID: <20040305081650.7164f30b@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Fri, 5 Mar 2004 09:44:42 -0000, Dermot Williams wrote Subject: "[rt-users] Custom Conditions" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Hi, > > Can anyone tell me what the custom condition box in Scrips is for? Can I > type Perl scripts directly into to it to, for example, dump mail into > particular queues depending on the subject line? > > Any help would be much appreciated, as always. For conditions that aren't available in the Condition selection menu. Use perl, just make it return true or false. For example: undef unless ($self->TicketObj->Subject =~ m/foo/ or $self->TicketObj->Subject =~ m/bar/ ); But the queue has an e-mail address, so doing a queue change is probably complicating something that doesn't need to be complicated. -- Andy Harrison (full headers for details) From say_ten at multiplay.co.uk Fri Mar 5 08:22:51 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Fri, 05 Mar 2004 13:22:51 +0000 Subject: [rt-users] Custom Conditions In-Reply-To: <20040305081650.7164f30b@andy> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> Message-ID: <40487F2B.8010800@multiplay.co.uk> The trouble being that without a definitive list of objects and their methods it makes it tricky to use... Andy Harrison wrote: > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Fri, 5 Mar 2004 09:44:42 -0000, Dermot Williams wrote > Subject: "[rt-users] Custom Conditions" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > >> Hi, >> >> Can anyone tell me what the custom condition box in Scrips is for? Can I >> type Perl scripts directly into to it to, for example, dump mail into >> particular queues depending on the subject line? >> >> Any help would be much appreciated, as always. > > > For conditions that aren't available in the Condition selection menu. > > Use perl, just make it return true or false. > > For example: > > undef unless ($self->TicketObj->Subject =~ m/foo/ or $self->TicketObj->Subject =~ m/bar/ ); > > But the queue has an e-mail address, so doing a queue change is > probably complicating something that doesn't need to be complicated. > -- With regards, Say_Ten ================================================ This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137 or return the E.mail to postmaster at multiplay.co.uk. From ah30 at harrisonfamily.com Fri Mar 5 08:33:39 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Fri, 5 Mar 2004 08:33:39 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <40487F2B.8010800@multiplay.co.uk> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> Message-ID: <20040305083339.5b2443bf@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Fri, 05 Mar 2004 13:22:51 +0000, Matthew Cheale wrote Subject: "Re: [rt-users] Custom Conditions" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > The trouble being that without a definitive list of objects and their > methods it makes it tricky to use... That's putting it mildly. :) Here's a trick I got from one of the saints. I was using it in a template to see what was available. Template Content: { require '/tmp/Symbol/Methods.pm'; print "::::\n"; foreach ( Symbol::Methods::probesym( ref $Ticket ) ) { print; print "\n"; } print "::::\n"; } Then you could do: my $Transactions = $Ticket->Transactions and ref $Transactions to see the next level. # cat /tmp/Symbol/Methods.pm package Symbol::Methods; sub probesym { my $pkg = shift || 'main'; my $seen = shift || { }; my @subs; foreach my $class ( @{ $pkg . '::ISA' } ) { push @subs, probesym($class, $seen) unless $seen{$class}++; } push @subs, grep UNIVERSAL::can( $pkg, $_ ), values %{ $pkg . '::' }; @subs; } 1; -- Andy Harrison (full headers for details) From cubic at acronis.ru Fri Mar 5 08:46:31 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 05 Mar 2004 16:46:31 +0300 Subject: [rt-users] Custom Conditions In-Reply-To: <20040305083339.5b2443bf@andy> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> Message-ID: <404884B7.5060206@acronis.ru> Hello. I'm not a saint, I just insane, but use an easy way :) perldoc and vi could help a lot :) In custom condition code you can use: $self->TicketObj $self->TransactionObj $self->ScripObj then perldoc /opt/rt3/lib/RT/Ticket.pm perldoc /opt/rt3/lib/RT/Ticket_Overlay.pm perldoc /opt/rt3/lib/RT/Tickets.pm perldoc /opt/rt3/lib/RT/Tickets_Overlay.pm perldoc /opt/rt3/lib/RT/Transaction.pm perldoc /opt/rt3/lib/RT/Transaction_Overlay.pm perldoc /opt/rt3/lib/RT/Transactions.pm perldoc /opt/rt3/lib/RT/Transactions_Overlay.pm Isn't it enought??? Best regards. Ruslan. Andy Harrison wrote: > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Fri, 05 Mar 2004 13:22:51 +0000, Matthew Cheale wrote > Subject: "Re: [rt-users] Custom Conditions" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > >> The trouble being that without a definitive list of objects and their >> methods it makes it tricky to use... > > > That's putting it mildly. :) > > Here's a trick I got from one of the saints. > > I was using it in a template to see what was available. > > Template Content: > > { > require '/tmp/Symbol/Methods.pm'; > print "::::\n"; > foreach ( Symbol::Methods::probesym( ref $Ticket ) ) { print; print "\n"; } > print "::::\n"; > } > > Then you could do: my $Transactions = $Ticket->Transactions and ref > $Transactions to see the next level. > > # cat /tmp/Symbol/Methods.pm > package Symbol::Methods; > > sub probesym { > my $pkg = shift || 'main'; > my $seen = shift || { }; > > my @subs; > > foreach my $class ( @{ $pkg . '::ISA' } ) { > push @subs, probesym($class, $seen) > unless $seen{$class}++; > } > > push @subs, > grep UNIVERSAL::can( $pkg, $_ ), > values %{ $pkg . '::' }; > > @subs; > } > > 1; > From ah30 at harrisonfamily.com Fri Mar 5 09:15:21 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Fri, 5 Mar 2004 09:15:21 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <404884B7.5060206@acronis.ru> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> Message-ID: <20040305091521.29000d1b@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Fri, 05 Mar 2004 16:46:31 +0300, Ruslan U. Zakirov wrote Subject: "Re: [rt-users] Custom Conditions" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > In custom condition code you can use: > $self->TicketObj > $self->TransactionObj > $self->ScripObj > > then > perldoc /opt/rt3/lib/RT/Ticket.pm > perldoc /opt/rt3/lib/RT/Ticket_Overlay.pm > perldoc /opt/rt3/lib/RT/Tickets.pm > perldoc /opt/rt3/lib/RT/Tickets_Overlay.pm > perldoc /opt/rt3/lib/RT/Transaction.pm > perldoc /opt/rt3/lib/RT/Transaction_Overlay.pm > perldoc /opt/rt3/lib/RT/Transactions.pm > perldoc /opt/rt3/lib/RT/Transactions_Overlay.pm > > Isn't it enought??? > Best regards. Ruslan. Not even close. In templates, for example, where is $Ticket->Transactions->First->Content documented? -- Andy Harrison Great Works Internet System Operations (full headers for details) -- Andy Harrison (full headers for details) From cubic at acronis.ru Fri Mar 5 09:21:33 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 05 Mar 2004 17:21:33 +0300 Subject: [rt-users] Custom Conditions In-Reply-To: <20040305091521.29000d1b@andy> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> <20040305091521.29000d1b@andy> Message-ID: <40488CED.8090001@acronis.ru> Andy Harrison wrote: > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Fri, 05 Mar 2004 16:46:31 +0300, Ruslan U. Zakirov wrote > Subject: "Re: [rt-users] Custom Conditions" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > >> In custom condition code you can use: >> $self->TicketObj >> $self->TransactionObj >> $self->ScripObj >> >> then >> perldoc /opt/rt3/lib/RT/Ticket.pm >> perldoc /opt/rt3/lib/RT/Ticket_Overlay.pm >> perldoc /opt/rt3/lib/RT/Tickets.pm >> perldoc /opt/rt3/lib/RT/Tickets_Overlay.pm >> perldoc /opt/rt3/lib/RT/Transaction.pm >> perldoc /opt/rt3/lib/RT/Transaction_Overlay.pm >> perldoc /opt/rt3/lib/RT/Transactions.pm >> perldoc /opt/rt3/lib/RT/Transactions_Overlay.pm >> >> Isn't it enought??? >> Best regards. Ruslan. > > > > Not even close. In templates, for example, where is > $Ticket->Transactions->First->Content documented? ^^^ this s mean collection(First, Next, Last) perldoc DBIx::SearchBuilder Each element in collection is: perldoc /opt/rt3/lib/RT/Transaction.pm perldoc /opt/rt3/lib/RT/Transaction_Overlay.pm Just `vi` RT code will tell you a lot. :) `UNIVERSAL::can` hide AUTOLOAD functions from you. Good luck. Ruslan. > > From adam at baz.org Fri Mar 5 09:34:56 2004 From: adam at baz.org (Adam Hirsch) Date: Fri, 5 Mar 2004 09:34:56 -0500 Subject: [rt-users] debugging: one queue watcher stops getting mail Message-ID: <20040305143456.GG23117@baz.org> So user regis, AdminCc on queue foo, owner of a bunch of tickets, happily interacting with RT via email, suddenly stops getting email from RT3. Every other AdminCC gets mail when the queue gets updated; regis doesn't. Tickets that regis owns get updated; RT3 sends everyone else mail, but not her. The machine running RT3 can send her mail just fine, so the MTA has no problems with her. Her personal information hasn't changed, her email addy is still correct. I'm trying to get debug information, any debug information, by setting this in RT_SiteConfig.pm: Set($LogToFile , 'debug'); Set($LogDir, '/opt/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log /opt/rt3/var/log/rt.log exists, owned by the user the apache runs as. It stubbornly remains zero-length, even after I restart RT3. Clearly I have two problems here, one being my inability to get debug info into that file, and the other being why a user would suddenly stop getting any mail from RT3. Anyone got any debugging pointers for either? Adam -- A rabbi whose congregation doesn't want to drive him out of town isn't a rabbi. -- Talmudic saying From seph at directionless.org Fri Mar 5 09:49:11 2004 From: seph at directionless.org (seph) Date: Fri, 05 Mar 2004 09:49:11 -0500 Subject: [rt-users] Re: Information regarding RT plus Fetchmail In-Reply-To: <000401c4029e$5852b480$0201a8c0@devel> (Pedram Messri's message of "Fri, 5 Mar 2004 02:40:58 -0800") References: <000401c4029e$5852b480$0201a8c0@devel> Message-ID: > |/opt/rt2/bin/rt-mailgate --queue general --action correspond > --url http://rt.interpid.net > > I send a email to my pop account and then fetchmail downloads it, and > sends it to the username at interpid-rt account, but for some reason I keep > checking RT but there appears no tickets. I do a qmailctl queue and I > see the email stuck in the queue. Anyone have ideas of what I could be > doing wrong? Sounds more like a qmail or setup error than an rt error. Do you mail logs say why it's stuck in the queue? seph From minelli at psu.edu Fri Mar 5 10:26:47 2004 From: minelli at psu.edu (Jeff Minelli) Date: Fri, 05 Mar 2004 10:26:47 -0500 Subject: [rt-users] fastcgi & ticket seach redirect... In-Reply-To: <200403042328.31590.cerion@terpsichore.ws> References: <200403040219.14223.cerion@terpsichore.ws> <200403042328.31590.cerion@terpsichore.ws> Message-ID: <1078500407.17360.101.camel@osiris.gravity.psu.edu> On Thu, 2004-03-04 at 17:28, Cerion Armour-Brown wrote: > no-one? > not even a flame saying read x... or the lists _again_? > pwetty pwease?! Does this http://lists.fsck.com/pipermail/rt-users/2004-February/020391.html help you, you no good lazy bum? (was that a good flame? :) -jeff From david at anet.com Fri Mar 5 11:13:55 2004 From: david at anet.com (David Bauman) Date: Fri, 5 Mar 2004 10:13:55 -0600 Subject: [rt-users] A Queue is not updating a ticket via email Message-ID: <00aa01c402cc$def998e0$0128a8c0@216001> Greetings, I have a single queue that will not update a ticket via email, but will only create a new TT if the original ticket is responded to. I've poked around the system to see if I could find anything, and I came up with nothing. Are there any known issues where an email response to a specific ticket will only result in a new ticket being opened? Thanks, David Bauman From ah30 at harrisonfamily.com Fri Mar 5 12:30:01 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Fri, 5 Mar 2004 12:30:01 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <40488CED.8090001@acronis.ru> References: <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> <20040305091521.29000d1b@andy> <40488CED.8090001@acronis.ru> Message-ID: <20040305123001.5df53088@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Fri, 05 Mar 2004 17:21:33 +0300, Ruslan U. Zakirov wrote Subject: "Re: [rt-users] Custom Conditions" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > Not even close. In templates, for example, where is > > $Ticket->Transactions->First->Content documented? > ^^^ this s mean collection(First, Next, Last) > perldoc DBIx::SearchBuilder > Each element in collection is: > perldoc /opt/rt3/lib/RT/Transaction.pm > perldoc /opt/rt3/lib/RT/Transaction_Overlay.pm > Ah, I see. Even the manual from Jesse's class only documents Next. Although there is still nothing to indicate that ->Content is available to First. > Just `vi` RT code will tell you a lot. :) > > `UNIVERSAL::can` hide AUTOLOAD functions from you. > Good luck. Ruslan. Viewing the source code is not documentation if you don't understand advanced perl and objects/inheritence/references/etc... -- Andy Harrison (full headers for details) From sturner at MIT.EDU Fri Mar 5 12:55:29 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 05 Mar 2004 12:55:29 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <20040305123001.5df53088@andy> References: <40488CED.8090001@acronis.ru> <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> <20040305091521.29000d1b@andy> <40488CED.8090001@acronis.ru> Message-ID: <5.2.1.1.2.20040305124040.021b0ea8@po14.mit.edu> At Friday 3/5/2004 12:30 PM, Andy Harrison wrote: > > > Not even close. In templates, for example, where is > > > $Ticket->Transactions->First->Content documented? > > ^^^ this s mean collection(First, Next, Last) > > perldoc DBIx::SearchBuilder > > Each element in collection is: > > perldoc /opt/rt3/lib/RT/Transaction.pm > > perldoc /opt/rt3/lib/RT/Transaction_Overlay.pm > > > >Ah, I see. Even the manual from Jesse's class only documents Next. >Although there is still nothing to indicate that ->Content is >available to First. Andy, I think there is - you just need to decipher the OO Perl syntax and use this to navigate the path through the perldocs: - $Ticket is a Ticket object - look at the perldoc for RT::Ticket (& _Overlay) and you will find that: - Ticket has a method called Transactions that returns a Transactions object. In perldoc RT::Transactions you will find that: - Transactions has method First that returns a Transaction object - In perldoc RT::Transaction you will see: - Transaction has method Content which returns the transaction's content. It sounds like a good entry for the wiki FAQ would be 'what RT objects are available to me in scrips & templates?'. I'm willing to draft an answer based on Ruslan's contributions to this thread. Can someone confirm that the naming convention means that the variable names are composed from base class name + "Obj" - for example the ticket object is called TicketObj? Steve From sturner at MIT.EDU Fri Mar 5 13:13:14 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 05 Mar 2004 13:13:14 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <5.2.1.1.2.20040305124040.021b0ea8@po14.mit.edu> References: <20040305123001.5df53088@andy> <40488CED.8090001@acronis.ru> <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> <20040305091521.29000d1b@andy> <40488CED.8090001@acronis.ru> Message-ID: <5.2.1.1.2.20040305130801.021f91a8@po14.mit.edu> At Friday 3/5/2004 12:55 PM, Stephen Turner wrote: - Ticket has a method called Transactions that returns a Transactions object. > In perldoc RT::Transactions you will find that: >- Transactions has method First that returns a Transaction object - > In perldoc RT::Transaction you will see: Correction: perldoc for RT::Transactions does not tell about the First method. Looking at the code in Transactions.pm tells us that Transactions is subclassed from RT::SearchBuilder which is in turn subclassed from DBIx::SearchBuilder. The last one is where the First method is defined. It actually would be nice if the RT perldoc included the super classes. Steve From jesse at bestpractical.com Fri Mar 5 13:16:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Mar 2004 13:16:04 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <5.2.1.1.2.20040305130801.021f91a8@po14.mit.edu> References: <20040305123001.5df53088@andy> <40488CED.8090001@acronis.ru> <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> <20040305091521.29000d1b@andy> <40488CED.8090001@acronis.ru> <5.2.1.1.2.20040305130801.021f91a8@po14.mit.edu> Message-ID: <2A81F0F2-6ED1-11D8-8BDC-000A95AA631E@bestpractical.com> > > It actually would be nice if the RT perldoc included the super classes. It would be nice if perldoc had a way to include the superclasses :/ -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From adam at baz.org Fri Mar 5 13:21:10 2004 From: adam at baz.org (Adam Hirsch) Date: Fri, 5 Mar 2004 13:21:10 -0500 Subject: [rt-users] debugging: one queue watcher stops getting mail In-Reply-To: <20040305143456.GG23117@baz.org> References: <20040305143456.GG23117@baz.org> Message-ID: <20040305182110.GA12753@baz.org> And the answer is... Don't let your $RTAddressRegexp start matching your queue watchers, since they will utterly silently stop getting any and all mail from RT. Sigh. Adam -- Change is always inconvenient, even from worse to better. adam at baz.org From sturner at MIT.EDU Fri Mar 5 13:47:59 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 05 Mar 2004 13:47:59 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <2A81F0F2-6ED1-11D8-8BDC-000A95AA631E@bestpractical.com> References: <5.2.1.1.2.20040305130801.021f91a8@po14.mit.edu> <20040305123001.5df53088@andy> <40488CED.8090001@acronis.ru> <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> <20040305091521.29000d1b@andy> <40488CED.8090001@acronis.ru> <5.2.1.1.2.20040305130801.021f91a8@po14.mit.edu> Message-ID: <5.2.1.1.2.20040305133738.021c49b0@po14.mit.edu> At Friday 3/5/2004 01:16 PM, Jesse Vincent wrote: >>It actually would be nice if the RT perldoc included the super classes. > >It would be nice if perldoc had a way to include the superclasses :/ Well it has no _automated_ way of doing this - but what's to stop us from putting that information in, say, the DESCRIPTION section of the RT base class modules? It would need to be maintained manually, but then that's the case for all of the embedded code documentation. Steve From jesse at bestpractical.com Fri Mar 5 14:13:20 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 5 Mar 2004 14:13:20 -0500 Subject: [rt-users] Custom Conditions In-Reply-To: <5.2.1.1.2.20040305133738.021c49b0@po14.mit.edu> References: <5.2.1.1.2.20040305130801.021f91a8@po14.mit.edu> <20040305123001.5df53088@andy> <40488CED.8090001@acronis.ru> <4F9AFFC2D6F9CD43A1F29A57B3248D0F578869@dubsrv01.irishbroadband.ie> <20040305081650.7164f30b@andy> <40487F2B.8010800@multiplay.co.uk> <20040305083339.5b2443bf@andy> <404884B7.5060206@acronis.ru> <20040305091521.29000d1b@andy> <40488CED.8090001@acronis.ru> <5.2.1.1.2.20040305130801.021f91a8@po14.mit.edu> <5.2.1.1.2.20040305133738.021c49b0@po14.mit.edu> Message-ID: <2A6C112A-6ED9-11D8-A3DC-000A95AF033C@bestpractical.com> Does anyone feel like setting up a copy of CPANXR for RT? On Mar 5, 2004, at 1:47 PM, Stephen Turner wrote: > At Friday 3/5/2004 01:16 PM, Jesse Vincent wrote: > >>> It actually would be nice if the RT perldoc included the super >>> classes. >> >> It would be nice if perldoc had a way to include the superclasses :/ > > Well it has no _automated_ way of doing this - but what's to stop us > from putting that information in, say, the DESCRIPTION section of > the RT base class modules? It would need to be maintained manually, > but then that's the case for all of the embedded code documentation. > > Steve > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From cerion at terpsichore.ws Fri Mar 5 12:59:17 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Fri, 5 Mar 2004 18:59:17 +0100 Subject: [rt-users] fastcgi & ticket seach redirect... In-Reply-To: <1078500407.17360.101.camel@osiris.gravity.psu.edu> References: <200403040219.14223.cerion@terpsichore.ws> <200403042328.31590.cerion@terpsichore.ws> <1078500407.17360.101.camel@osiris.gravity.psu.edu> Message-ID: <200403051859.17567.cerion@terpsichore.ws> On Friday 05 March 2004 16:26, Jeff Minelli wrote: > On Thu, 2004-03-04 at 17:28, Cerion Armour-Brown wrote: > > no-one? > > not even a flame saying read x... or the lists _again_? > > pwetty pwease?! > > Does this > http://lists.fsck.com/pipermail/rt-users/2004-February/020391.html > help you, you no good lazy bum? (was that a good flame? :) Not bad, not bad, but you need practice... :) ... unfortunately, doesn't solve the problem... Entering _any_ data (not just a digit) in the 'simple-search' box takes me to "http://test.local/index.html?q=blah" But no 'errors', as in 500's etc, anywhere to be seen. Nothing crashes either - if I press 'back', and refresh, apache2/fastcgi are still up and running. I have to admit, I'm kinda stumped - not having any log output, I don't know how to go about debugging this... Any hints/tips much appreciated! (yep, even flames!) Cerion From JimRoss at ebcflex.com Fri Mar 5 14:45:18 2004 From: JimRoss at ebcflex.com (Jim Ross) Date: Fri, 5 Mar 2004 13:45:18 -0600 Subject: [rt-users] General reference for templates? Message-ID: New user here. Just trying to understand how templates work and can't find a reference to what I can put into templates. Is there a document, or even a place in source libraries, where I can look to understand how to add fields and other content to a template. If such documentation doesn't exist, I'd be glad to help write it. Thanks, JR -------------- next part -------------- An HTML attachment was scrubbed... URL: From adam at baz.org Fri Mar 5 19:35:23 2004 From: adam at baz.org (Adam Hirsch) Date: Fri, 5 Mar 2004 19:35:23 -0500 Subject: [rt-users] Tip: using procmail to guard against mail loops Message-ID: <20040306003523.GA23682@baz.org> Figured I'd share, since I got this working, and it even preserves $EXTENSION, if you like that sort of thing: in /etc/aliases: ############### queue: "|/usr/bin/procmail -p -a $EXTENSION -m QUEUENAME=ops /usr/local/etc/RT.procmailrc" queue-c: "|/usr/bin/procmail -p -a $EXTENSION -m QUEUENAME=ops /usr/local/etc/RT.procmailrc" ############### in /usr/local/etc/RT.procmailrc: ############### VERBOSE=no PATH=/bin:/usr/bin:/usr/local/bin:/usr/sbin:/usr/local/sbin UMASK=077 COMSAT=yes FORMAIL=/usr/bin/formail SENDMAIL=/usr/sbin/sendmail LOGFILE=/var/tmp/proclog :0H * ^X-RT-Loop-Prevention: OBVIOUSLY_YOUR_SITENAME /dev/null :0H * ^TO.*-c@ | /opt/rt3/bin/rt-mailgate --queue $QUEUENAME --extension ticket --action comment --url http://localhost/ :0HE | /opt/rt3/bin/rt-mailgate --queue $QUEUENAME --extension ticket --action correspond --url http://localhost/ Adam -- Before you start saying yuppies don't exist: they do. ... Androids who never get jokes and who have something scared and mean at the core of their existence, like an underfed Chihuahua baring its teeny fangs and waiting to have its face kicked in, or like a glass of milk sloshed on top of the violet filaments of a bug barbecue: a weird abuse of nature. - Douglas Coupland, in _Generation X_ From cerion at terpsichore.ws Fri Mar 5 19:44:59 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Sat, 6 Mar 2004 01:44:59 +0100 Subject: [rt-users] fastcgi & ticket seach redirect... In-Reply-To: <65F7C634-6EDC-11D8-A3DC-000A95AF033C@bestpractical.com> References: <200403040219.14223.cerion@terpsichore.ws> <200403051859.17567.cerion@terpsichore.ws> <65F7C634-6EDC-11D8-A3DC-000A95AF033C@bestpractical.com> Message-ID: <200403060144.59409.cerion@terpsichore.ws> On Friday 05 March 2004 20:36, Jesse Vincent wrote: > I posted something about this last week. The short version is "Fixed in > the repository. Will be in 3.0.10" The post you gave last week was in relation to apache1.3.29+mod_perl1. This problem is with apache2+fastcgi. If this is the same problem(?) (I hope it is!), then apologies. Cerion From jesse at bestpractical.com Sat Mar 6 02:13:43 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 6 Mar 2004 02:13:43 -0500 Subject: [rt-users] fastcgi & ticket seach redirect... In-Reply-To: <200403060144.59409.cerion@terpsichore.ws> References: <200403040219.14223.cerion@terpsichore.ws> <200403051859.17567.cerion@terpsichore.ws> <65F7C634-6EDC-11D8-A3DC-000A95AF033C@bestpractical.com> <200403060144.59409.cerion@terpsichore.ws> Message-ID: The fix should fix the problem on all platforms. On Mar 5, 2004, at 7:44 PM, Cerion Armour-Brown wrote: > On Friday 05 March 2004 20:36, Jesse Vincent wrote: >> I posted something about this last week. The short version is "Fixed >> in >> the repository. Will be in 3.0.10" > > The post you gave last week was in relation to apache1.3.29+mod_perl1. > This problem is with apache2+fastcgi. > If this is the same problem(?) (I hope it is!), then apologies. > Cerion > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From ben at atomicmatrix.net Sat Mar 6 15:05:14 2004 From: ben at atomicmatrix.net (Ben Goodwin) Date: Sat, 6 Mar 2004 15:05:14 -0500 Subject: [rt-users] second-level sort In-Reply-To: <20040304142317.GA10738@baz.org> Message-ID: Yes, this is due to the addition of a 'UNIQUE' in the SELECT call in the more recent DBI::Searchbuilder's. The resulting MySQL query returns data in a different order - if you can even call it an order. My solution was to use the newer "OrderByCols" feature. I copied share/Elements/MyTickets to local/html and replaced the following line at the bottom: $MyTickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); With $MyTickets->OrderByCols((FIELD => 'Priority', ORDER => 'DESC'), (FIELD => 'id', ORDER => 'ASC')); This seems to bring it back into line with previous behavior. You'd need to do the same with MyRequests and any other elements that generate a listing. -=| Ben -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Adam Hirsch Sent: Thursday, March 04, 2004 9:23 AM To: 'RT users' Subject: Re: [rt-users] second-level sort Mike Husband (m.husband at leadup.com.au) wrote: > I think the default sort order is by ticket priority, > but if you select any queue you can choose the sort order > by clicking on headers Right, the issue is when one has it sorted by owner, and want to see the tickets owned by a given person in chronological order... make sense? i.e. if I've got the queue grouped by owner, and I'm looking at regis' tickets, they're in some weird, nondeterministic order: [snip] in RT2, they'd be grouped by owner, but then in numeric ticket order within each person's tickets. Anyone else seen this? Adam -- Schmendiman: Remember, the shortest distance between two points is a foot and a half. No pun intended. Freddy: No pun achieved. - Steve Martin, _Picasso at the Lapin Agile_ _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 denagoth at midsouth.rr.com Sat Mar 6 23:04:14 2004 From: denagoth at midsouth.rr.com (Scott Drumm) Date: Sat, 06 Mar 2004 22:04:14 -0600 Subject: [rt-users] RT w/ Apache 2 on Mandrake Linux v9.2 Message-ID: <404A9F3E.5020404@midsouth.rr.com> An HTML attachment was scrubbed... URL: From support-rt at oeko.net Sun Mar 7 07:25:37 2004 From: support-rt at oeko.net (Toni Mueller) Date: Sun, 7 Mar 2004 13:25:37 +0100 Subject: [rt-users] Re: RT mess In-Reply-To: <200403041647.i24GleV30956@postmaster1.umu.ac.ug> Message-ID: <20040307122537.19120.qmail@oak.oeko.net> Hi, On Thu, 04.03.2004 at 19:47:40 +0300, Lule George William wrote: > Just messed myself up by accidentally making my RT administration login > account non-privilidged. (unchecked the grant rights box accidentally > and submitted). duplicate your install (only the base thing) and then find your admin settings in the data base and transfer to the live system. Alternatively, you might be able to glean these from the installation procedure and copy them directly to your live system. Good luck, --Toni++ From jalonso at mit.edu Sun Mar 7 11:14:28 2004 From: jalonso at mit.edu (Jason B. Alonso) Date: Sun, 7 Mar 2004 11:14:28 -0500 Subject: [rt-users] Re: RT mess In-Reply-To: <20040307122537.19120.qmail@oak.oeko.net> References: <200403041647.i24GleV30956@postmaster1.umu.ac.ug> <20040307122537.19120.qmail@oak.oeko.net> Message-ID: <20040307161428.GA4984@jacobian.MIT.EDU> You needn't go through THAT much trouble (nor do I recommend it). Breaking the rules in this case is less likely to cause problems than trying to do a partial-reinstall, imho. But BACKUP your data in case you make a typo in my upcoming instructions... That said, shut down your web server (!) and use your favorite SQL client to run these queries: SQL> select u.id, u.name from users as u where u.name='username-goes-here' You should get a userid number from this query. Substitute it for [USERID] in the following queries. SQL> select g.id, g.type from groups as g where g.domain='SystemInternal' You should get three groups: "Everyone", "Privileged", and "Unprivileged". Note the id numbers for the last two as [PRIV] and [UNPRIV] respectively. SQL> delete from groupmembers where groupid=[UNPRIV] and memberid=[USERID] You just took yourself off of the nobody-list. SQL> insert into groupmembers (groupid,memberid) values ([PRIV],[USERID]) Voila! You're back on the somebody-list. You may now restart your web server (did you remember to shut it down?) and return to your regularly-scheduled programming. FOR EXAMPLE, if I were in your shoes, I'd do/get the following: > select u.id, u.name from users as u where u.name='root' id name 12 root > select g.id, g.type from groups as g where g.domain='SystemInternal' id type 3 Everyone 4 Privileged 5 Unprivileged > delete from groupmembers where groupid=5 and memberid=12 1 row(s) deleted > insert into groupmembers (groupid,memberid) values (4,12) 1 row(s) inserted Backup, backup, BACKUP your data before you try this at home! One misplaced enter-key can do a lot more damage than you have right now. FYI, I'm running 3.0.9 on PostgreSQL. Hoping this helps, Jason p.s. Don't forget to backup your data! (I think I've said it 5 times, so don't blame me if you don't). On Sun, Mar 07, 2004 at 01:25:37PM +0100, Toni Mueller wrote: > > Hi, > > On Thu, 04.03.2004 at 19:47:40 +0300, Lule George William wrote: > > Just messed myself up by accidentally making my RT administration login > > account non-privilidged. (unchecked the grant rights box accidentally > > and submitted). > > duplicate your install (only the base thing) and then find your admin > settings in the data base and transfer to the live system. > Alternatively, you might be able to glean these from the installation > procedure and copy them directly to your live system. > > > Good luck, > --Toni++ > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 jalonso at MIT.EDU Sun Mar 7 11:28:44 2004 From: jalonso at MIT.EDU (Jason B. Alonso) Date: Sun, 7 Mar 2004 11:28:44 -0500 Subject: [rt-users] Re: RT mess In-Reply-To: <20040307161428.GA4984@jacobian.MIT.EDU> References: <200403041647.i24GleV30956@postmaster1.umu.ac.ug> <20040307122537.19120.qmail@oak.oeko.net> <20040307161428.GA4984@jacobian.MIT.EDU> Message-ID: <20040307162844.GB4984@jacobian.MIT.EDU> In fact, if you try my SQL technique, I recommend starting off with: SQL> begin Run the other SQL instructions as I specified. If you screw up (you see "277 rows deleted" instead of 1, for example), run: SQL> rollback and try again (remember to run BEGIN), but if everything appears ok: SQL> commit This should reduce (not eliminate) the probability that you will have to revert to the backups that I've told you to make. On that note, could we block users from de-privileging 'root'? That seems like a more appropriate approach to this problem than posting this hack as an emergency how-to. Cheers, Jason On Sun, Mar 07, 2004 at 11:14:28AM -0500, Jason B. Alonso wrote: > You needn't go through THAT much trouble (nor do I recommend it). > > Breaking the rules in this case is less likely to cause problems than trying to do a partial-reinstall, imho. But BACKUP your data in case you make a typo in my upcoming instructions... > > That said, shut down your web server (!) and use your favorite SQL client to run these queries: > > SQL> select u.id, u.name from users as u where u.name='username-goes-here' > > You should get a userid number from this query. Substitute it for [USERID] in the following queries. > > SQL> select g.id, g.type from groups as g where g.domain='SystemInternal' > > You should get three groups: "Everyone", "Privileged", and "Unprivileged". Note the id numbers for the last two as [PRIV] and [UNPRIV] respectively. > > SQL> delete from groupmembers where groupid=[UNPRIV] and memberid=[USERID] > > You just took yourself off of the nobody-list. > > SQL> insert into groupmembers (groupid,memberid) values ([PRIV],[USERID]) > > Voila! You're back on the somebody-list. You may now restart your web server (did you remember to shut it down?) and return to your regularly-scheduled programming. > > FOR EXAMPLE, if I were in your shoes, I'd do/get the following: > > select u.id, u.name from users as u where u.name='root' > id name > 12 root > > > select g.id, g.type from groups as g where g.domain='SystemInternal' > id type > 3 Everyone > 4 Privileged > 5 Unprivileged > > > delete from groupmembers where groupid=5 and memberid=12 > 1 row(s) deleted > > > insert into groupmembers (groupid,memberid) values (4,12) > 1 row(s) inserted > > Backup, backup, BACKUP your data before you try this at home! One misplaced enter-key can do a lot more damage than you have right now. > > FYI, I'm running 3.0.9 on PostgreSQL. > > Hoping this helps, > Jason > > p.s. Don't forget to backup your data! (I think I've said it 5 times, so don't blame me if you don't). > > On Sun, Mar 07, 2004 at 01:25:37PM +0100, Toni Mueller wrote: > > > > Hi, > > > > On Thu, 04.03.2004 at 19:47:40 +0300, Lule George William wrote: > > > Just messed myself up by accidentally making my RT administration login > > > account non-privilidged. (unchecked the grant rights box accidentally > > > and submitted). > > > > duplicate your install (only the base thing) and then find your admin > > settings in the data base and transfer to the live system. > > Alternatively, you might be able to glean these from the installation > > procedure and copy them directly to your live system. > > > > > > Good luck, > > --Toni++ > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.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 fran at cis.uab.edu Sun Mar 7 22:04:10 2004 From: fran at cis.uab.edu (Fran Fabrizio) Date: Sun, 07 Mar 2004 21:04:10 -0600 Subject: [rt-users] Formatting a Due column on ticket listings Message-ID: <6.0.1.1.2.20040307205330.01e54db0@127.0.0.1> Seeing that the TimeLeft column wasn't functional on my ticket listings (always has a value of 0 whether or not the ticket has a due date), I decided to try to replace this column with the value of the Due column. I got the basic idea working, but I would like to clean up the column a bit. How would I make the template output something more like March 7, 2004 instead of 2004-04-04 06:00:00 I figure there's two places this could be done: in the SQL call itself, and in the template via some formatting function. I'm assuming (perhaps wrongly but some simple greps seemed to indicate this) that the SQL is generated dynamically in some abstraction layer and that it would be easier to do this in the template. A scan of the Mason docs did not produce any sort of function reference (I've never looked at Mason before - I assume like other template systems that there's a set of standard functions provided to the templates, some of which are usually suitable for formatting dates). So, what approach should I take here? As an aside, I would also like this to not display anything if there's no real due date - right now it displays the default 1970 date even though the db schema indicates that this column should default to NULL. Also, this is still sort of a hack - I would really like to have it say "3 days left", but since it appears that the TimeLeft functionality is not working (RT 3.0.9), I'm not sure how hard this would be to implement. I would have to do something like Due - now() and get the result in days. Again, without access to the SQL layer, I wouldn't know where to look for this. Approaches to take for this also appreciated. Thanks, Fran PS - Is much of the RT2 Hacker's Guide still applicable to RT3? Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama - Birmingham fran at cis.uab.edu (205) 934-0653 From darren at dazza.org Sun Mar 7 23:43:50 2004 From: darren at dazza.org (Darren Nickerson) Date: Sun, 7 Mar 2004 23:43:50 -0500 Subject: [rt-users] Ticket creation fails - sequences borked after exportRT2 (MySQL) toRT3 (Oracle) ?? References: <077e01c40002$67b50e30$090a000a@DAZZALAP> <20040302033957.GR4007@moreton.com.au> Message-ID: <068c01c404c7$f4d52970$090a000a@DAZZALAP> Phil Homewood wrote: > Darren Nickerson wrote: > > I'm not certain how many of these look suspicious, but clearly the > > TICKETS_SEQ is wrong. So I dropped that sequence, and created a new one with > > an initial of 4000, well clear of my last ticket. I mailed RT, and this time > > a ticket was at least partly created! *happy dance* I got three emails from > > RT - an autoreply as the creator, a notification of the new ticket as the > > watcher, and finally a message from RT saying the ticket creation had > > failed, even though the previous messages clearly indicated ticket 4000 was > > partly born. One odd thing I did notice ... both the autoreply and the > > message to the watcher said 'this ticket has no content'. > > At the very least, your Attachments, Transactions and Users > sequence needs updating, too. There will be others. But I > don't speak Oracle, so I'm not sure of the best way to fix > them all... Just to let folks know where this ended up, I did have to drop and recreate a lot of the sequences manually. Basically, if the new sequence was currently at zero, and the new sequence seemed to relate to one of the tables in RT2's schema (as seen from 'show tables'), then I ran the following query in MySQL: Select max(id) from Table; I used the result, incremented by 1, as the start value for the Oracle sequence (had to drop and recreate each one manually). I have a problem with truncated binary attachments now, but I'll post that in a new thread. -Darren From darren at dazza.org Mon Mar 8 01:44:02 2004 From: darren at dazza.org (Darren Nickerson) Date: Mon, 8 Mar 2004 01:44:02 -0500 Subject: [rt-users] rt-3.0.9, Perl 5.8.3, FastCGI + Oracle ... all binary attachments truncated? References: <077e01c40002$67b50e30$090a000a@DAZZALAP> <20040302033957.GR4007@moreton.com.au> Message-ID: <075801c404d8$caff9110$090a000a@DAZZALAP> Folks, I've been trying to move to RT3 for a few weeks now. One last obstacle stands in my way, but I fear it's going to be the worst one yet! I took heed of the predictions of doom and upgraded to perl 5.8.3 a few weeks ago (many full stop/start cycles in the past now), but I'm still seeing broken binary attachments. Text and HTML seem to attach and decode fine, but when I try to attach a 127k PDF to a ticket, either by email or using the web interface, I get a 5.7k attachment. The only errors I see in the apache log are: [Sun Mar 7 20:32:22 2004] [error] [client 209.166.32.60] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/lib/perl5/site_perl/5.8.3/Text/Quoted.pm line 228, line 258. which although worrying, don't seem related to the binary attachment issue. Poking into this from the Oracle side of things, I see the following attachment size: SQL> select DBMS_LOB.GETLENGTH(CONTENT) from "RT3_IFAX"."ATTACHMENTS" WHERE "ID" = 22747; DBMS_LOB.GETLENGTH(CONTENT) --------------------------- 176541 SQL> That size (176541) looks about reasonable for an encoded 127k binary file, if you ask me! And yet here's what the web interface reports on the lower right-hand corner of the transaction: Download webinar.pdf 5.7k That's also the size of the attachment the requestor received by email, incidentally. I attached another larger (400k) PDF to the ticket. The length of the CLOB was about right, and yet again, the web interface showed: Download passport.pdf 5.7k This just has to be a bug with the Oracle port. I hope!? Anyone running 3.0.9 with Oracle? -Darren From blaine at altern.org Mon Mar 8 02:54:53 2004 From: blaine at altern.org (Blaine Cook) Date: Sun, 7 Mar 2004 23:54:53 -0800 Subject: [rt-users] Disable Auto-Reply to Specific User? Message-ID: I'm having recurrent problems with mail loops between request tracker and sympa (mailing list manager). The ideal way for me to fix this is to disable all auto replies to the sympa at mydomain address, since it's configured to send auto-replies itself. I'm using RT3; the way I used to do this in RT2 was by disabling the user directly in the database, but I can't find the appropriate column anymore. I suspect that the "right way" is to use scrips, but any references are quite vague. Any hints would be appreciated, since this is something that I find is regularly useful. thanks, blaine. From lists at masonc.com Mon Mar 8 03:26:41 2004 From: lists at masonc.com (Chris Mason) Date: Mon, 8 Mar 2004 04:26:41 -0400 Subject: [rt-users] Can't locate Exception/Class.pm Message-ID: <002301c404e7$151daf80$0600a8c0@poseiden> I am installing rt3 on a redhat 9 box maintained with up2date. I initialized CPAN and used perl sbin/rt-test-dependencies \ --with- --with- To install all the dependencies, but when I try to start apache, I get: Can't locate Exception/Class.pm I've tried a manual install, searching for suitable rpms, nothing works, I cannot install this requirement. Any reason why? Chris Mason masonc at masonc.com Box 340, The Valley, Anguilla, British West Indies Tel. (264) 497-5670 - Cell: (264) 235-5670 Fax: (264) 497-8463 - US Fax (815)301-9759 Yahoo IM: netconcepts_anguilla at yahoo.com From scott at xs4all.net Mon Mar 8 05:15:16 2004 From: scott at xs4all.net (Scott A. McIntyre) Date: Mon, 08 Mar 2004 11:15:16 +0100 Subject: [rt-users] Detecting mailer-daemon in 2.0.15 with Postfix Message-ID: <2147483647.1078744516@nnngh.xs4all.net> Hi, Yes, I know, I really really want to upgrade to RT3, and will do it Any Day Now, but until then, something's come up in switching from sendmail to postfix -- I'm seeing a lot of MAILER-DAEMON created tickets. According to $RTHOME/lib/RT/Interface/Email.pm: sub CheckForSuspiciousSender { my $head = shift; #if it's from a postmaster or mailer daemon, it's likely a bounce. #TODO: better algorithms needed here - there is no standards for #bounces, so it's very difficult to separate them from anything #else. At the other hand, the Return-To address is only ment to be #used as an error channel, we might want to put up a separate #Return-To address which is treated differently. #TODO: search through the whole email and find the right Ticket ID. my ($From, $junk) = ParseSenderAddressFromHead($head); if (($From =~ /^mailer-daemon/i) or ($From =~ /^postmaster/i)){ return (1); } return (undef); } However, I'm still seeing tickets (sample headers): From: MAILER-DAEMON at watson.xs4all.net (Mail Delivery System) Subject: Undelivered Mail Returned to Sender To: queue-name at xs4all.nl MIME-Version: 1.0 Content-Type: multipart/report; report-type=delivery-status; boundary="3E53412C231.1078739045/watson.xs4all.net" Message-Id: <20040308094405.8950A12C23A at watson.xs4all.net> X-Virus-Scanned: by amavisd-new-20030616-p7 (Debian) at xs4all.net The ParseSenderAddressFromHead() function was evaluating Reply-To, From and Sender in that order -- there being no Reply-To, I'd have thought the From would get the match and return... Anyone else seen this behaviour or have other additions for rt2 to catch mailer-daemon replies more globally? My next stop will be to try header grabbing in postfix itself to intercept these. Thanks for any thoughts, Scott From mboix at cesca.es Mon Mar 8 05:46:48 2004 From: mboix at cesca.es (Marc Boix) Date: Mon, 8 Mar 2004 11:46:48 +0100 Subject: [rt-users] Questions about the Scripted Actions in Tools Message-ID: Hello guys, I'm learning about RTIR features to understand the whole of it (I'm learning english too...:P) I've problems to understand the _ADDR_ and _IP_ parameters in Tools->Scripted Action. Somebody know why was made for? and how use its? Or, and I've misunderstud the idea and is only an explanatory not very clear? Besides I can't use the By IP address Scrip, it returns always ADDRESS_UNKNOWN. I've the WHOIS server right configured, because I can use traceroute and whois without problems. Normally I try with Contact Field = Email (because this field is the field we want to know from Whois Server, isn't?) ... The rest of RTIR runs perfect. Is a RTIR known problem? configuring problem? I don't find about it on RTIR user list or googleing. Thanks!! Marc From Richard.Ellis at Sun.COM Mon Mar 8 08:42:08 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Mon, 08 Mar 2004 13:42:08 +0000 Subject: [rt-users] Error in 3.0.9 Message-ID: <1078753326.28059.2.camel@sr-egmp02-02> Recently upgraded from 3.0.8 to 3.0.9 on our dev box, including perl upgrade and now seeing this error. error: Can't locate object method "Columns" via package "RT::Attachments" at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. context: ... 62: my %documents; 63: my $transactions = $Ticket->Transactions(); 64: while (my $trans = $transactions->Next()) { 65: my $attachments = $trans->Attachments(); 66: $attachments->Columns( qw( Id Filename ContentType Headers Subject Parent ContentEncoding ContentType TransactionId) ); 67: $attachments->Limit(FIELD => 'Filename', OPERATOR => 'IS NOT', VALUE => 'NULL', QUOTEVALUE => 0, ENTRYAGGREGATOR => 'AND'); 68: $attachments->Limit(FIELD => 'Filename', OPERATOR => '!=', VALUE => '', ENTRYAGGREGATOR => 'AND'); 69: while (my $attach = $attachments->Next()) { 70: next unless ($attach->Filename()); ... code stack: /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66 /opt/rt3/share/html/Ticket/Elements/ShowSummary:68 /opt/rt3/share/html/Ticket/Display.html:33 /opt/rt3/share/html/autohandler:195 Anyone any ideas where to look. ShowAttachments is the default unmoderated file from the distro. -- Rick Ellis From rt at chaka.net Mon Mar 8 08:53:12 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 8 Mar 2004 08:53:12 -0500 Subject: [rt-users] Error in 3.0.9 In-Reply-To: <1078753326.28059.2.camel@sr-egmp02-02> References: <1078753326.28059.2.camel@sr-egmp02-02> Message-ID: <20040308135312.GD21385@chaka.net> Upgrade DBIx::SearchBuilder. -Todd On Mon, Mar 08, 2004 at 01:42:08PM +0000, Rick Ellis wrote: > Recently upgraded from 3.0.8 to 3.0.9 on our dev box, including perl > upgrade and now seeing this error. > error: Can't locate object method "Columns" via package > "RT::Attachments" at /opt/rt3/share/html/Ticket/Elements/ShowAttachments > line 66. > context: > ... > > 62: > my %documents; > 63: > my $transactions = > $Ticket->Transactions(); > 64: > while (my $trans = > $transactions->Next()) { > 65: > my $attachments = > $trans->Attachments(); > 66: > $attachments->Columns( qw( Id > Filename ContentType Headers Subject > Parent ContentEncoding ContentType > TransactionId) ); > 67: > $attachments->Limit(FIELD => > 'Filename', OPERATOR => 'IS NOT', > VALUE => 'NULL', QUOTEVALUE => 0, > ENTRYAGGREGATOR => 'AND'); > 68: > $attachments->Limit(FIELD => > 'Filename', OPERATOR => '!=', VALUE > => '', ENTRYAGGREGATOR => 'AND'); > 69: > while (my $attach = > $attachments->Next()) { > 70: > next unless ($attach->Filename()); > ... > > code stack: /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66 > /opt/rt3/share/html/Ticket/Elements/ShowSummary:68 > /opt/rt3/share/html/Ticket/Display.html:33 > /opt/rt3/share/html/autohandler:195 > > Anyone any ideas where to look. ShowAttachments is the default > unmoderated file from the distro. > > > -- > Rick Ellis > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 khera at kcilink.com Mon Mar 8 09:58:27 2004 From: khera at kcilink.com (Vivek Khera) Date: Mon, 8 Mar 2004 09:58:27 -0500 Subject: [rt-users] second-level sort In-Reply-To: References: Message-ID: <0E045359-7111-11D8-A0A4-000A9578CFCC@kcilink.com> On Mar 6, 2004, at 3:05 PM, Ben Goodwin wrote: > Yes, this is due to the addition of a 'UNIQUE' in the SELECT call in > the > more recent DBI::Searchbuilder's. The resulting MySQL query returns > data in > a different order - if you can even call it an order. > My solution was to use the newer "OrderByCols" feature. I copied > well, no ordering is guaranteed unless you explicitly specify an ORDER BY that you want. in Postgres 7.4, this may bite you too, since the UNIQUE and GROUP BY implementations have changed, and they no longer implicitly order by the UNIQUE or GROUPed element(s). From nprobert at probestar.com Mon Mar 8 11:27:06 2004 From: nprobert at probestar.com (Neal Probert) Date: Mon, 08 Mar 2004 11:27:06 -0500 Subject: [rt-users] RT quit working after upgrades Message-ID: <404C9EDA.3080102@probestar.com> Just joined the list. RT was running, and after an apt-get upgrade, RT is now broken: --- start --- babylon5:~# /etc/init.d/apache start Configuration syntax error detected. Not reloading. /usr/sbin/apachectl: line 171: 27715 Segmentation fault $HTTPD -t --- error.log --- [Mon Mar 8 10:35:46 2004] [error] Undefined subroutine &RT::Mason::handler called. What gives? RT/Mason.pm does not exist anywhere. I'm running an update to date Debian 3.0 distribution, apache 1.3.29.0.2-1, perl 5.8.3-2 with all modules update to date from CPAN. # Include this file with: # # Include /etc/request-tracker3/apache-modperl.conf # # into your Apache configuration file, either in the non-virtual # section or into a virtual host section Alias /rt /usr/share/request-tracker3/html/ Alias /request-tracker /usr/share/request-tracker3/html/ PerlModule Apache::DBI PerlFreshRestart On AddDefaultCharset UTF-8 PerlRequire /usr/share/request-tracker3/libexec/webmux.pl SetHandler perl-script PerlHandler RT::Mason Thanks. -- *** ProbeStar Technical Systems, LLC. *** Design & Development of Embedded Systems or Instrumentation for Engineering and Scientific Applications ==// Neal W. Probert (President) / Email: nprobert at probestar.com // =// Web: www.probestar.com / Phone: 734-834-7805 //= // Fax: / Cell: 734-834-7805 //== From Samuel.Senoner at eurac.edu Mon Mar 8 11:44:09 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 8 Mar 2004 17:44:09 +0100 Subject: [rt-users] RT quit working after upgrades Message-ID: <8ABC35686C73554691F3481C4023BE5E012B7315@abz01be.eurac.edu> With unstable you must have luck. Try it tomorrow again with upgrade, perhaps it works then. Samuel -----Original Message----- From: Neal Probert [mailto:nprobert at probestar.com] Sent: Monday,08 March,2004 17:27 To: rt-users at lists.bestpractical.com Subject: [rt-users] RT quit working after upgrades Just joined the list. RT was running, and after an apt-get upgrade, RT is now broken: --- start --- babylon5:~# /etc/init.d/apache start Configuration syntax error detected. Not reloading. /usr/sbin/apachectl: line 171: 27715 Segmentation fault $HTTPD -t --- error.log --- [Mon Mar 8 10:35:46 2004] [error] Undefined subroutine &RT::Mason::handler called. What gives? RT/Mason.pm does not exist anywhere. I'm running an update to date Debian 3.0 distribution, apache 1.3.29.0.2-1, perl 5.8.3-2 with all modules update to date from CPAN. # Include this file with: # # Include /etc/request-tracker3/apache-modperl.conf # # into your Apache configuration file, either in the non-virtual # section or into a virtual host section Alias /rt /usr/share/request-tracker3/html/ Alias /request-tracker /usr/share/request-tracker3/html/ PerlModule Apache::DBI PerlFreshRestart On AddDefaultCharset UTF-8 PerlRequire /usr/share/request-tracker3/libexec/webmux.pl SetHandler perl-script PerlHandler RT::Mason Thanks. -- *** ProbeStar Technical Systems, LLC. *** Design & Development of Embedded Systems or Instrumentation for Engineering and Scientific Applications ==// Neal W. Probert (President) / Email: nprobert at probestar.com // =// Web: www.probestar.com / Phone: 734-834-7805 //= // Fax: / Cell: 734-834-7805 //== _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From ah30 at harrisonfamily.com Mon Mar 8 11:48:04 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Mon, 8 Mar 2004 11:48:04 -0500 Subject: [rt-users] RT quit working after upgrades In-Reply-To: <404C9EDA.3080102@probestar.com> References: <404C9EDA.3080102@probestar.com> Message-ID: <20040308114804.5f496550@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Mon, 08 Mar 2004 11:27:06 -0500, Neal Probert wrote Subject: "[rt-users] RT quit working after upgrades" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > with all modules update to date from CPAN. Just to verify, you verified this by running sbin/rt-test-dependencies, correct? Do you have another version of perl installed that it might be using instead of the current version? You forgot to include rt versions (previous and current), database, etc... -- Andy Harrison (full headers for details) From eisenbud at cbio.mskcc.org Mon Mar 8 14:21:39 2004 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Mon, 8 Mar 2004 14:21:39 -0500 Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? In-Reply-To: <20040302165253.GA17806@cbio.mskcc.org> References: <20040302163854.GA17441@cbio.mskcc.org> <20040302165253.GA17806@cbio.mskcc.org> Message-ID: <20040308192139.GA5077@cbio.mskcc.org> On Tue, Mar 02, 2004 at 11:52:53AM -0500, Daniel E. Eisenbud wrote: > On Tue, Mar 02, 2004 at 11:38:54AM -0500, Daniel E. Eisenbud wrote: > > I recently upgraded from RT 3.0.5 to 3.0.9. While I was at it, I added > > the suggested indices and converted from myISAM to InnoDB tables, though > > I doubt that those things caused the problem I'm seeing now. > > > > Searching for requestors' email addresses seems not to work at all. I > > enter an address, hit search, RT thinks for a while, and then shows a > > list of tickets, but the same list as before. And the search term > > hasn't been added to the list of search terms. > > > > Do I need to do something like force perl to more thoroughly reload > > things, or? I've restarted apache since the upgrade, of course, and > > 3.0.9 besides that seems to be running just fine. > > Just to clarify, I just stopped and then started apache, and the problem > persists. We're still seeing this. Apparently nobody else is seeing it, or I'm sure there would be lots of bug reports. Does anyone have any hints about how to start debugging? Thanks, Daniel -- Daniel E. Eisenbud eisenbud at cbio.mskcc.org Computational Biology Center Memorial Sloan-Kettering Cancer Center From eisenbud at cbio.mskcc.org Mon Mar 8 14:34:53 2004 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Mon, 8 Mar 2004 14:34:53 -0500 Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? In-Reply-To: <20040308192139.GA5077@cbio.mskcc.org> References: <20040302163854.GA17441@cbio.mskcc.org> <20040302165253.GA17806@cbio.mskcc.org> <20040308192139.GA5077@cbio.mskcc.org> Message-ID: <20040308193453.GA5344@cbio.mskcc.org> Here are the URLs RT produces for a search of all tickets in one of our queues versus a search for tickets with a requestor like "foo" in the same queue. Looking at the URLs, it looks like it includes the correct query in the generated URL. However, the search isn't narrowed, and the new search term isn't listed at the bottom of the page. http://www.cbio.mskcc.org/rt/Search/Listing.html?Bookmark=FrT%253B%25402%257C%25250%257C%25242%257C26&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=&RequestorOp=LIKE&ValueOfRequestor=&SubjectOp=LIKE&ValueOfSubject=&QueueOp=%3D&ValueOfQueue=16&PriorityOp=%3C&ValueOfPriority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Content&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfStatus=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearchInterval=-1&Action=Search http://www.cbio.mskcc.org/rt/Search/Listing.html?Bookmark=FrT%253B%25402%257C%25252%257C%25242%257C26%25258%257C%252411%257CDESCRIPTION%25245%257CFIELD%25248%257COPERATOR%25245%257CVALUE%252422%257CQueue%2520%253D%2520faculty-search%25245%257CQueue%25241%257C%253D%252414%257Cfaculty-search%25242%257C27&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=&RequestorOp=LIKE&ValueOfRequestor=foo&SubjectOp=LIKE&ValueOfSubject=&QueueOp=%3D&ValueOfQueue=&PriorityOp=%3C&ValueOfPriority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Content&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfStatus=&CustomFieldOp36=LIKE&CustomField36=&CustomFieldOp37=LIKE&CustomField37=&CustomFieldOp38=LIKE&CustomField38=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearchInterval=-1&Action=Search -Daniel On Mon, Mar 08, 2004 at 02:21:39PM -0500, Daniel E. Eisenbud wrote: > On Tue, Mar 02, 2004 at 11:52:53AM -0500, Daniel E. Eisenbud wrote: > > On Tue, Mar 02, 2004 at 11:38:54AM -0500, Daniel E. Eisenbud wrote: > > > I recently upgraded from RT 3.0.5 to 3.0.9. While I was at it, I added > > > the suggested indices and converted from myISAM to InnoDB tables, though > > > I doubt that those things caused the problem I'm seeing now. > > > > > > Searching for requestors' email addresses seems not to work at all. I > > > enter an address, hit search, RT thinks for a while, and then shows a > > > list of tickets, but the same list as before. And the search term > > > hasn't been added to the list of search terms. > > > > > > Do I need to do something like force perl to more thoroughly reload > > > things, or? I've restarted apache since the upgrade, of course, and > > > 3.0.9 besides that seems to be running just fine. > > > > Just to clarify, I just stopped and then started apache, and the problem > > persists. > > We're still seeing this. Apparently nobody else is seeing it, or I'm > sure there would be lots of bug reports. Does anyone have any hints > about how to start debugging? > > Thanks, > Daniel > > -- > Daniel E. Eisenbud > eisenbud at cbio.mskcc.org > Computational Biology Center > Memorial Sloan-Kettering Cancer Center > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Daniel E. Eisenbud eisenbud at cbio.mskcc.org Computational Biology Center Memorial Sloan-Kettering Cancer Center From eisenbud at cbio.mskcc.org Mon Mar 8 14:38:40 2004 From: eisenbud at cbio.mskcc.org (Daniel E. Eisenbud) Date: Mon, 8 Mar 2004 14:38:40 -0500 Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? In-Reply-To: <20040308193453.GA5344@cbio.mskcc.org> References: <20040302163854.GA17441@cbio.mskcc.org> <20040302165253.GA17806@cbio.mskcc.org> <20040308192139.GA5077@cbio.mskcc.org> <20040308193453.GA5344@cbio.mskcc.org> Message-ID: <20040308193840.GA5513@cbio.mskcc.org> Also, I turned on "debug" level logging, and there's nothing interesting related to this, just normal messages saying [Mon Mar 8 19:32:38 2004] [debug]: limiting to 50 rows (/usr/local/rt3/lib/RT/Interface/Web.pm:639) -Daniel On Mon, Mar 08, 2004 at 02:34:53PM -0500, Daniel E. Eisenbud wrote: > Here are the URLs RT produces for a search of all tickets in one of our > queues versus a search for tickets with a requestor like "foo" in the > same queue. Looking at the URLs, it looks like it includes the correct > query in the generated URL. However, the search isn't narrowed, and the > new search term isn't listed at the bottom of the page. > > http://www.cbio.mskcc.org/rt/Search/Listing.html?Bookmark=FrT%253B%25402%257C%25250%257C%25242%257C26&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=&RequestorOp=LIKE&ValueOfRequestor=&SubjectOp=LIKE&ValueOfSubject=&QueueOp=%3D&ValueOfQueue=16&PriorityOp=%3C&ValueOfPriority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Content&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfStatus=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearchInterval=-1&Action=Search > > http://www.cbio.mskcc.org/rt/Search/Listing.html?Bookmark=FrT%253B%25402%257C%25252%257C%25242%257C26%25258%257C%252411%257CDESCRIPTION%25245%257CFIELD%25248%257COPERATOR%25245%257CVALUE%252422%257CQueue%2520%253D%2520faculty-search%25245%257CQueue%25241%257C%253D%252414%257Cfaculty-search%25242%257C27&CompileRestriction=1&OwnerOp=%3D&ValueOfOwner=&RequestorOp=LIKE&ValueOfRequestor=foo&SubjectOp=LIKE&ValueOfSubject=&QueueOp=%3D&ValueOfQueue=&PriorityOp=%3C&ValueOfPriority=&DateType=Created&DateOp=%3C&ValueOfDate=&AttachmentField=Content&AttachmentFieldOp=LIKE&ValueOfAttachmentField=&StatusOp=%3D&ValueOfStatus=&CustomFieldOp36=LIKE&CustomField36=&CustomFieldOp37=LIKE&CustomField37=&CustomFieldOp38=LIKE&CustomField38=&RowsPerPage=50&TicketsSortBy=id&TicketsSortOrder=ASC&RefreshSearchInterval=-1&Action=Search > > -Daniel -- Daniel E. Eisenbud eisenbud at cbio.mskcc.org Computational Biology Center Memorial Sloan-Kettering Cancer Center From jim.goss at privacyinc.com Mon Mar 8 14:46:15 2004 From: jim.goss at privacyinc.com (Jim Goss) Date: Mon, 8 Mar 2004 13:46:15 -0600 Subject: [rt-users] OnResolve NotifyOwner Message-ID: <01AC31836072264CB16F111175B9E7790D6971@brandeis.PrivacyInc.Local> All, I've set up a Scrip in one of my queues as OnResolve NotifyOwner with a template I created. Nothing custom - however it just isn't working. I always get: [Mon Mar 8 18:45:13 2004] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) I'm baffled, as this should be pretty straightforward behavior and I can't believe that if it was a bug I'm the only one who would see it... Thoughts? Thanks, Jim Goss Director of Network Operations Privacy, Inc. From jim.goss at privacyinc.com Mon Mar 8 14:50:08 2004 From: jim.goss at privacyinc.com (Jim Goss) Date: Mon, 8 Mar 2004 13:50:08 -0600 Subject: [rt-users] OnResolve NotifyOwner Message-ID: <01AC31836072264CB16F111175B9E7790D6974@brandeis.PrivacyInc.Local> My bad... forgot to mention I'm using RT3.0.8 on a Fedora system... Thanks, Jim Goss Director of Network Operations Privacy, Inc. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jim Goss > Sent: Monday, March 08, 2004 1:46 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] OnResolve NotifyOwner > > > All, > > I've set up a Scrip in one of my queues as OnResolve NotifyOwner with a > template I created. Nothing custom - however it just isn't working. I > always get: > > [Mon Mar 8 18:45:13 2004] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > I'm baffled, as this should be pretty straightforward behavior and I > can't believe that if it was a bug I'm the only one who would see it... > > Thoughts? > > Thanks, > > Jim Goss > Director of Network Operations > Privacy, Inc. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Mon Mar 8 14:01:13 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 8 Mar 2004 14:01:13 -0500 Subject: [rt-users] OnResolve NotifyOwner In-Reply-To: <01AC31836072264CB16F111175B9E7790D6971@brandeis.PrivacyInc.Local> References: <01AC31836072264CB16F111175B9E7790D6971@brandeis.PrivacyInc.Local> Message-ID: <20040308190113.GH21385@chaka.net> In your testing, is the owner the one resolving the ticket? If so, see $NotifyActor in RT_SiteConfig.pm. -Todd On Mon, Mar 08, 2004 at 01:46:15PM -0600, Jim Goss wrote: > > All, > > I've set up a Scrip in one of my queues as OnResolve NotifyOwner with a > template I created. Nothing custom - however it just isn't working. I > always get: > > [Mon Mar 8 18:45:13 2004] [info]: > > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > I'm baffled, as this should be pretty straightforward behavior and I > can't believe that if it was a bug I'm the only one who would see it... > > Thoughts? > > Thanks, > > Jim Goss > Director of Network Operations > Privacy, Inc. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jim.goss at privacyinc.com Mon Mar 8 14:56:37 2004 From: jim.goss at privacyinc.com (Jim Goss) Date: Mon, 8 Mar 2004 13:56:37 -0600 Subject: [rt-users] OnResolve NotifyOwner Message-ID: <01AC31836072264CB16F111175B9E7790D6975@brandeis.PrivacyInc.Local> Doh! I _knew_ it would end up being something silly on my part. Thanks for the sanity check... I just changed that option and its working perfectly now... Thanks, Jim Goss Director of Network Operations Privacy, Inc. > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Monday, March 08, 2004 1:01 PM > To: Jim Goss > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] OnResolve NotifyOwner > > In your testing, is the owner the one resolving the ticket? > If so, see $NotifyActor in RT_SiteConfig.pm. > > -Todd > On Mon, Mar 08, 2004 at 01:46:15PM -0600, Jim Goss wrote: > > > > All, > > > > I've set up a Scrip in one of my queues as OnResolve NotifyOwner with a > > template I created. Nothing custom - however it just isn't working. I > > always get: > > > > [Mon Mar 8 18:45:13 2004] [info]: > > > > No recipients found. Not sending. > > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > > > I'm baffled, as this should be pretty straightforward behavior and I > > can't believe that if it was a bug I'm the only one who would see it... > > > > Thoughts? > > > > Thanks, > > > > Jim Goss > > Director of Network Operations > > Privacy, Inc. > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Mon Mar 8 15:43:04 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 8 Mar 2004 15:43:04 -0500 Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? In-Reply-To: <20040308203838.GA6856@cbio.mskcc.org> References: <20040302163854.GA17441@cbio.mskcc.org> <20040302165253.GA17806@cbio.mskcc.org> <20040308192139.GA5077@cbio.mskcc.org> <20040308193453.GA5344@cbio.mskcc.org> <20040308193840.GA5513@cbio.mskcc.org> <467891E2-713E-11D8-A242-000A95AF033C@bestpractical.com> <20040308203838.GA6856@cbio.mskcc.org> Message-ID: <329D225E-7141-11D8-A5C3-000A95AF033C@bestpractical.com> On Mar 8, 2004, at 3:38 PM, Daniel E. Eisenbud wrote: > Huh, that seems to fix it. I don't understand RT well enough to have > any idea why, and why nobody else saw this (assuming they didn't, that > is.) Also, there are other places in html/Search with |u, dunno if any > of them should be |un. I only changed the one in PickRestriction. Great. that fix will be in 3.0.10. And actually, we did see it, just manifesting slightly differently. I think that the differing behavior has to do with different code in various versions of CGI.pm. > Anyway, thanks! > > -Dan > > On Mon, Mar 08, 2004 at 03:22:09PM -0500, Jesse Vincent > wrote: >> in the bit that prints out the url for serialization try turning the >> |u >> to |un. >> > > -- > Daniel E. Eisenbud > eisenbud at cbio.mskcc.org > Computational Biology Center > Memorial Sloan-Kettering Cancer Center > From rkhan at book.com Mon Mar 8 16:06:29 2004 From: rkhan at book.com (Rashid Khan) Date: Mon, 8 Mar 2004 16:06:29 -0500 Subject: [rt-users] Email to RT auto-creates a new ticket Message-ID: Hi guys, First of all, this ticketing system is great. I've used remedy before and wow did that suck. I want to simplify the process of creating tickets to a point where users can send an email and RT will automatically create a new ticket. How can I configure this? The following is my environment: RT 3.0.9 OS - Slackware 9.1 with sendmail IT Infrastructure uses Exchange MYSQL I've done some research but could not find a concreate answer. Any help will be greatly appreciated, Thank You, Rashid **************************************************************************** ********************************** This electronic mail message contains information that (a) is or may be CONFIDENTIAL, PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and (b) is intended only for the use of the addressee(s) named herein. If you are not an intended recipient, please contact the sender immediately and take the steps necessary to delete the message completely from your computer system. Not Intended as a Substitute for a Writing: Notwithstanding the Uniform Electronic Transaction Act or any other law of similar effect, absent an express statement to the contrary, this e-mail message, its contents, and any attachments hereto are not intended to represent an offer or acceptance to enter into a contract and are not otherwise intended to bind this sender, barnesandnoble.com llc, barnesandnoble.com inc. or any other person or entity. From fran at cis.uab.edu Mon Mar 8 16:17:45 2004 From: fran at cis.uab.edu (Fran Fabrizio) Date: Mon, 08 Mar 2004 15:17:45 -0600 Subject: [rt-users] Email to RT auto-creates a new ticket In-Reply-To: References: Message-ID: <404CE2F9.1020008@cis.uab.edu> This is more or less the entire point of RT. :-) If you have your mailgate configured correctly, this is how RT works out of the box. What specifically are you having trouble with? -Fran Rashid Khan wrote: > Hi guys, > > First of all, this ticketing system is great. I've used remedy > before and wow did that suck. I want to simplify the process of creating > tickets to a point where users can send an email and RT will automatically > create a new ticket. How can I configure this? The following is my > environment: > > RT 3.0.9 > OS - Slackware 9.1 with sendmail > IT Infrastructure uses Exchange > MYSQL > > > I've done some research but could not find a concreate answer. > > Any help will be greatly appreciated, > > Thank You, > > Rashid > > > **************************************************************************** > ********************************** > This electronic mail message contains information that (a) is or may be > CONFIDENTIAL, > PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, > and (b) is intended only for the use of the addressee(s) named herein. If > you are not an > intended recipient, please contact the sender immediately and take the steps > necessary to > delete the message completely from your computer system. > > Not Intended as a Substitute for a Writing: Notwithstanding the Uniform > Electronic Transaction > Act or any other law of similar effect, absent an express statement to the > contrary, > this e-mail message, its contents, and any attachments hereto are not > intended to represent > an offer or acceptance to enter into a contract and are not otherwise > intended to bind > this sender, barnesandnoble.com llc, barnesandnoble.com inc. or any other > person or entity. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama - Birmingham fran at cis.uab.edu (205) 934-0653 From rkhan at book.com Mon Mar 8 16:39:24 2004 From: rkhan at book.com (Rashid Khan) Date: Mon, 8 Mar 2004 16:39:24 -0500 Subject: [rt-users] Email to RT auto-creates a new ticket Message-ID: Forgot to include everyone... -----Original Message----- From: Rashid Khan Sent: Monday, March 08, 2004 4:26 PM To: 'Fran Fabrizio' Subject: RE: [rt-users] Email to RT auto-creates a new ticket Thanks for the quick response. The main email system is Exchange. I manage the NOC and created a queue named NOC. I want to have an email address in exchange, let's say rt at book.com A user will send an email to rt at book.com and it will create a new ticket which gets sent to the NOC queue. This is the general idea. How do I go about doing that? -----Original Message----- From: Fran Fabrizio [mailto:fran at cis.uab.edu] Sent: Monday, March 08, 2004 4:18 PM To: Rashid Khan Cc: rt Subject: Re: [rt-users] Email to RT auto-creates a new ticket This is more or less the entire point of RT. :-) If you have your mailgate configured correctly, this is how RT works out of the box. What specifically are you having trouble with? -Fran Rashid Khan wrote: > Hi guys, > > First of all, this ticketing system is great. I've used remedy > before and wow did that suck. I want to simplify the process of creating > tickets to a point where users can send an email and RT will automatically > create a new ticket. How can I configure this? The following is my > environment: > > RT 3.0.9 > OS - Slackware 9.1 with sendmail > IT Infrastructure uses Exchange > MYSQL > > > I've done some research but could not find a concreate answer. > > Any help will be greatly appreciated, > > Thank You, > > Rashid > > > **************************************************************************** > ********************************** > This electronic mail message contains information that (a) is or may be > CONFIDENTIAL, > PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, > and (b) is intended only for the use of the addressee(s) named herein. If > you are not an > intended recipient, please contact the sender immediately and take the steps > necessary to > delete the message completely from your computer system. > > Not Intended as a Substitute for a Writing: Notwithstanding the Uniform > Electronic Transaction > Act or any other law of similar effect, absent an express statement to the > contrary, > this e-mail message, its contents, and any attachments hereto are not > intended to represent > an offer or acceptance to enter into a contract and are not otherwise > intended to bind > this sender, barnesandnoble.com llc, barnesandnoble.com inc. or any other > person or entity. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama - Birmingham fran at cis.uab.edu (205) 934-0653 **************************************************************************** ********************************** This electronic mail message contains information that (a) is or may be CONFIDENTIAL, PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, and (b) is intended only for the use of the addressee(s) named herein. If you are not an intended recipient, please contact the sender immediately and take the steps necessary to delete the message completely from your computer system. Not Intended as a Substitute for a Writing: Notwithstanding the Uniform Electronic Transaction Act or any other law of similar effect, absent an express statement to the contrary, this e-mail message, its contents, and any attachments hereto are not intended to represent an offer or acceptance to enter into a contract and are not otherwise intended to bind this sender, barnesandnoble.com llc, barnesandnoble.com inc. or any other person or entity. From fran at cis.uab.edu Mon Mar 8 17:29:44 2004 From: fran at cis.uab.edu (Fran Fabrizio) Date: Mon, 08 Mar 2004 16:29:44 -0600 Subject: [rt-users] Email to RT auto-creates a new ticket In-Reply-To: References: Message-ID: <404CF3D8.7070801@cis.uab.edu> I would start with the SETTING UP THE MAIL GATEWAY section of the documentation and see if you can fit your Exchange server in the mix (forward from Exchange to an MTA running on Unix would be pretty easy, I would think, and from there, follow directions). -Fran Rashid Khan wrote: > Forgot to include everyone... > > -----Original Message----- > From: Rashid Khan > Sent: Monday, March 08, 2004 4:26 PM > To: 'Fran Fabrizio' > Subject: RE: [rt-users] Email to RT auto-creates a new ticket > > > Thanks for the quick response. The main email system is Exchange. I manage > the NOC and created a queue named NOC. I want to have an email address in > exchange, let's say rt at book.com A user will send an email to rt at book.com > and it will create a new ticket which gets sent to the NOC queue. > > This is the general idea. How do I go about doing that? > > -----Original Message----- > From: Fran Fabrizio [mailto:fran at cis.uab.edu] > Sent: Monday, March 08, 2004 4:18 PM > To: Rashid Khan > Cc: rt > Subject: Re: [rt-users] Email to RT auto-creates a new ticket > > > > This is more or less the entire point of RT. :-) If you have your > mailgate configured correctly, this is how RT works out of the box. > > What specifically are you having trouble with? > > -Fran > > Rashid Khan wrote: > >>Hi guys, >> >> First of all, this ticketing system is great. I've used remedy >>before and wow did that suck. I want to simplify the process of creating >>tickets to a point where users can send an email and RT will automatically >>create a new ticket. How can I configure this? The following is my >>environment: >> >>RT 3.0.9 >>OS - Slackware 9.1 with sendmail >>IT Infrastructure uses Exchange >>MYSQL >> >> >>I've done some research but could not find a concreate answer. >> >>Any help will be greatly appreciated, >> >>Thank You, >> >>Rashid >> >> >> > > **************************************************************************** > >>********************************** >>This electronic mail message contains information that (a) is or may be >>CONFIDENTIAL, >>PROPRIETARY IN NATURE, OR OTHERWISE PROTECTED BY LAW FROM DISCLOSURE, >>and (b) is intended only for the use of the addressee(s) named herein. If >>you are not an >>intended recipient, please contact the sender immediately and take the > > steps > >>necessary to >>delete the message completely from your computer system. >> >>Not Intended as a Substitute for a Writing: Notwithstanding the Uniform >>Electronic Transaction >>Act or any other law of similar effect, absent an express statement to the >>contrary, >>this e-mail message, its contents, and any attachments hereto are not >>intended to represent >>an offer or acceptance to enter into a contract and are not otherwise >>intended to bind >>this sender, barnesandnoble.com llc, barnesandnoble.com inc. or any other >>person or entity. >> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.com >>http://lists.bestpractical.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- Fran Fabrizio Senior Systems Analyst Department of Computer and Information Sciences University of Alabama - Birmingham fran at cis.uab.edu (205) 934-0653 From m.husband at leadup.com.au Mon Mar 8 17:35:53 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Tue, 9 Mar 2004 08:35:53 +1000 Subject: [rt-users] ShowHistory Modification to show last communication Message-ID: <000401c4055d$b7a1fb00$8f90a8c0@internal.leadup.com.au> Sorry, there was a defect in the code I posted earlier such that an error was displayed if there was only one comment. The attached code fixes the defect. > -----Original Message----- > From: Mike Husband [mailto:m.husband at leadup.com.au] > Sent: Friday, 20 February 2004 9:42 AM > To: 'rt-users at lists.bestpractical.com' > Subject: [rt-users] ShowHistory Modification to show last > communication > > > > David Swift wrote: > > After playing with a mod that was posted to this file earlier, I found > that often the last item in a history list was only a status change > message. After fielding a few confused developers' requests, I added > some code to find the last communication in a transaction list. > > ------------- > > I have modified David's code to > - display the first and last comment > - display appropriate titles > > Install in rt3/local/html/Ticket/Elements. > > Mike > -------------- next part -------------- A non-text attachment was scrubbed... Name: ShowHistory.gz Type: application/x-gzip Size: 1572 bytes Desc: not available URL: From jim.rowan at starcore-dsp.com Mon Mar 8 19:00:05 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Mon, 8 Mar 2004 18:00:05 -0600 Subject: [rt-users] Disable Auto-Reply to Specific User? Message-ID: Put it into the RTAddressRegexp variable in RT_SiteConfig.pm? > -----Original Message----- > From: Blaine Cook [mailto:blaine at altern.org] > Sent: Monday, March 08, 2004 1:55 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Disable Auto-Reply to Specific User? > > I'm having recurrent problems with mail loops between request tracker > and sympa (mailing list manager). The ideal way for me to fix this is > to disable all auto replies to the sympa at mydomain address, since it's > configured to send auto-replies itself. > > I'm using RT3; the way I used to do this in RT2 was by disabling the > user directly in the database, but I can't find the appropriate column > anymore. I suspect that the "right way" is to use scrips, but any > references are quite vague. > > Any hints would be appreciated, since this is something that I find is > regularly useful. > > thanks, > > blaine. > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at bestpractical.com Tue Mar 9 00:48:01 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 9 Mar 2004 15:48:01 +1000 Subject: [rt-users] Displaying Comments in Templates In-Reply-To: <20040304103759.0c07166b@andy> References: <20040303112135.084f090c@andy> <20040304103759.0c07166b@andy> Message-ID: <20040309054801.GU915@bne.snapgear.com> Andy Harrison wrote: > last comment: > --- > { > my $resolution_comment; > my $Transactions = $Ticket->Transactions; > $Transactions->OrderBy( FIELD => 'id', ORDER => 'DESC' ); > $Transactions->GotoFirstItem; > while (my $Transaction = $Transactions->Next) { > if ($Transaction->Type eq 'Correspond') { > $resolution_comment = $Transaction->First->Content; > last; > } > } > $OUT .= $resolution_comment; > $OUT; > } > --- The "last" in the loop there sounds like exactly what you don't want... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From darren at dazza.org Tue Mar 9 01:07:12 2004 From: darren at dazza.org (Darren Nickerson) Date: Tue, 9 Mar 2004 01:07:12 -0500 Subject: [rt-users] rt-3.0.9, Perl 5.8.3, FastCGI + Oracle ... all binary attachments truncated? References: <077e01c40002$67b50e30$090a000a@DAZZALAP><20040302033957.GR4007@moreton.com.au> <075801c404d8$caff9110$090a000a@DAZZALAP> Message-ID: <107601c4059c$ebcbde20$090a000a@DAZZALAP> Folks, Yet another email for the benefit of the archives .... We managed to trace the problem to an Oracle-specific limit that was being set in SearchBuilder's Handle/Oracle.pm: $self->dbh->{LongTruncOk}=1; $self->dbh->{LongReadLen}=8000; This effectively limited the CLOB data fetch to 8 bytes. Although the attachments were being stored properly, it would not be possible to fetch any but the smallest of them from RT under any circumstances, if you were using Oracle. We've been in touch with Jesse, and a fix will be included in the next pre-release, apparently. -Darren ----- Original Message ----- From: "Darren Nickerson" To: Sent: Monday, March 08, 2004 1:44 AM Subject: [rt-users] rt-3.0.9, Perl 5.8.3,FastCGI + Oracle ... all binary attachments truncated? > Folks, > > I've been trying to move to RT3 for a few weeks now. One last obstacle > stands in my way, but I fear it's going to be the worst one yet! > > I took heed of the predictions of doom and upgraded to perl 5.8.3 a few > weeks ago (many full stop/start cycles in the past now), but I'm still > seeing broken binary attachments. Text and HTML seem to attach and decode > fine, but when I try > to attach a 127k PDF to a ticket, either by email or using the web > interface, I get a 5.7k attachment. > > The only errors I see in the apache log are: > > [Sun Mar 7 20:32:22 2004] [error] [client 209.166.32.60] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value > in length at /usr/lib/perl5/site_perl/5.8.3/Text/Quoted.pm line 228, > line 258. > > which although worrying, don't seem related to the binary attachment issue. > > Poking into this from the Oracle side of things, I see the following > attachment size: > > SQL> select DBMS_LOB.GETLENGTH(CONTENT) from "RT3_IFAX"."ATTACHMENTS" WHERE > "ID" = 22747; > DBMS_LOB.GETLENGTH(CONTENT) > --------------------------- > 176541 > SQL> > > That size (176541) looks about reasonable for an encoded 127k binary file, > if you ask me! And yet here's what the web interface reports on the lower > right-hand corner of the transaction: > > Download webinar.pdf 5.7k > > That's also the size of the attachment the requestor received by email, > incidentally. > > I attached another larger (400k) PDF to the ticket. The length of the CLOB > was about right, and yet again, the web interface showed: > > Download passport.pdf 5.7k > > This just has to be a bug with the Oracle port. I hope!? Anyone running > 3.0.9 with Oracle? > > -Darren > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Damien.Lederer at itsa.gov.au Tue Mar 9 01:16:09 2004 From: Damien.Lederer at itsa.gov.au (Lederer, Damien) Date: Tue, 9 Mar 2004 17:16:09 +1100 Subject: [rt-users] Attachments, attachments, wherefore art thou attachmets? Message-ID: Friends, Once again, I want to say that RT is such a great tool and a big thank you to all the people who's contributed to its success. I've almost got our RT implementation to production state, but we now have just one niggling little injury that somebody might be kind enough to offer some thoughts on. I've searched through the list and can find somewhat similar problems, but nobody seems to suffer exactly the same symptoms. When I create a ticket I can add one or more attachments to it. This works fine and the attachments can be downloaded afterwards (ie, they are not corrupt). However the problem is that when I edit a ticket using "Jumbo" and add other attachments they simply do not appear in the Attachments box. The comment appears in the comments list, but the attachment is completely absent. There are no errors thrown up in the log. It was as if I never even added a filename to the "Attach:" field under Jumbo. Would anybody have encountered a similar problem? Does anybody have any suggestions for a) fixing it, or b) debugging it. The box: Sun Ultra-2, 1GB memory Solaris 8 RT 3.0.9 Perl 5.8.0 Damien Lederer Solaris Administrator ITSA Information Technology -------------- next part -------------- An HTML attachment was scrubbed... URL: From cleung at crosspointchinese.com Tue Mar 9 02:00:17 2004 From: cleung at crosspointchinese.com (Calvin Leung) Date: Mon, 8 Mar 2004 23:00:17 -0800 (PST) Subject: [rt-users] FYI: Attempt to free unreferenced scalar Message-ID: <58102.207.17.136.151.1078815617.squirrel@crosspoint.dyndns.org> I was having some issue after upgrade to perl 5.8.3 in my Fedora Core 1 system. I have read some previous email in the list also mentioned similar problem. After some trial and error, the problem seems go away, so I post that in case it may help with other folks. The fix is the install DBI again. My guess is some multi-thread related issues on DBI (which mentioned in the install message) . After install DBI, I don't see the "attempt to free" message. Thanks -Calvin From hwagener at hamburg.fcb.com Tue Mar 9 06:10:27 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 9 Mar 2004 12:10:27 +0100 Subject: [rt-users] RT quit working after upgrades In-Reply-To: <404C9EDA.3080102@probestar.com> References: <404C9EDA.3080102@probestar.com> Message-ID: <5E76E7D4-71BA-11D8-A672-003065DC18B8@hamburg.fcb.com> Am 08.03.2004 um 17:27 schrieb Neal Probert: > Just joined the list. RT was running, and after an apt-get upgrade, > RT is now broken: > > --- start --- > babylon5:~# /etc/init.d/apache start > Configuration syntax error detected. Not reloading. > > /usr/sbin/apachectl: line 171: 27715 Segmentation fault $HTTPD -t > > - make sure to explicitly upgrade libapache-mod-perl and perl, possibly running apt-get -f install. The dependencies between apache and mod perl seem to be quite weak in unstable. Regards, Harald From chris.ridd at isode.com Tue Mar 9 06:34:33 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Tue, 09 Mar 2004 11:34:33 +0000 Subject: [rt-users] Dependencies for rt-mailgate Message-ID: I want to install rt-mailgate on a different box from the RT web server, and was wondering about the module dependencies. The sbin/rt-test-dependencies script lists a number of MAILGATE dependencies, and a number of CORE dependencies. Are the CORE dependencies required for MAILGATE? CORE contains DBI (et al), which doesn't seem relevant to MAILGATE to me :-) Cheers, Chris From stephen.quinney at computing-services.oxford.ac.uk Tue Mar 9 06:51:39 2004 From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney) Date: Tue, 9 Mar 2004 11:51:39 +0000 Subject: [rt-users] Dependencies for rt-mailgate In-Reply-To: References: Message-ID: <20040309115139.GB25996@computing-services.oxford.ac.uk> On Tue, Mar 09, 2004 at 11:34:33AM +0000, Chris Ridd wrote: > I want to install rt-mailgate on a different box from the RT web server, and > was wondering about the module dependencies. > > The sbin/rt-test-dependencies script lists a number of MAILGATE > dependencies, and a number of CORE dependencies. > > Are the CORE dependencies required for MAILGATE? CORE contains DBI (et al), > which doesn't seem relevant to MAILGATE to me :-) For Debian we packaged the rt CLI and rt-mailgate separately in a package called rt3-clients to make it easier to install on other machines. The dependencies list we came up for this is: HTML::Tree libwww-perl HTML::Format I hope that helps, Stephen Quinney From chris.ridd at isode.com Tue Mar 9 07:14:06 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Tue, 09 Mar 2004 12:14:06 +0000 Subject: [rt-users] Dependencies for rt-mailgate In-Reply-To: <20040309115139.GB25996@computing-services.oxford.ac.uk> Message-ID: On 9/3/04 11:51 am, Stephen Quinney wrote: > On Tue, Mar 09, 2004 at 11:34:33AM +0000, Chris Ridd wrote: >> I want to install rt-mailgate on a different box from the RT web server, and >> was wondering about the module dependencies. >> >> The sbin/rt-test-dependencies script lists a number of MAILGATE >> dependencies, and a number of CORE dependencies. >> >> Are the CORE dependencies required for MAILGATE? CORE contains DBI (et al), >> which doesn't seem relevant to MAILGATE to me :-) > > For Debian we packaged the rt CLI and rt-mailgate separately in a > package called rt3-clients to make it easier to install on other > machines. The dependencies list we came up for this is: > > HTML::Tree > libwww-perl > HTML::Format > > I hope that helps, It does, thanks Stephen. Cheers, Chris From ah30 at harrisonfamily.com Tue Mar 9 09:09:54 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Tue, 9 Mar 2004 09:09:54 -0500 Subject: [rt-users] Displaying Comments in Templates In-Reply-To: <20040309054801.GU915@bne.snapgear.com> References: <20040303112135.084f090c@andy> <20040304103759.0c07166b@andy> <20040309054801.GU915@bne.snapgear.com> Message-ID: <20040309090954.48f4b804@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Tue, 9 Mar 2004 15:48:01 +1000, Phil Homewood wrote Subject: "Re: [rt-users] Displaying Comments in Templates" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > The "last" in the loop there sounds like exactly what you > don't want... Nope, that's what I want. I want the comment that was filled out while resolving the ticket. -- Andy Harrison (full headers for details) From ah30 at harrisonfamily.com Tue Mar 9 09:18:42 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Tue, 9 Mar 2004 09:18:42 -0500 Subject: [rt-users] Displaying Comments in Templates In-Reply-To: <20040309054801.GU915@bne.snapgear.com> References: <20040303112135.084f090c@andy> <20040304103759.0c07166b@andy> <20040309054801.GU915@bne.snapgear.com> Message-ID: <20040309091842.328e275e@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Tue, 9 Mar 2004 15:48:01 +1000, Phil Homewood wrote Subject: "Re: [rt-users] Displaying Comments in Templates" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > The "last" in the loop there sounds like exactly what you > don't want... Oops, didn't look at the quoted text closely enough. I put a working snippet in the wiki. -- Andy Harrison (full headers for details) From m.ludwig at drachenfels.de Tue Mar 9 10:04:53 2004 From: m.ludwig at drachenfels.de (Matthias Ludwig) Date: Tue, 9 Mar 2004 16:04:53 +0100 Subject: [rt-users] Qestion about custom fields and templates Message-ID: we now use RT 3.0.9 and want to include the contents of some custom fields in e.g. the AutoReply message on ticket creation. I found a way to include this content but i think there must be an easier way to do that. Since i am not a Perl guru any help is appreciated. My 'code' included in the AutoReply template for the first custom field of a ticket: ... Name : {my $CustomFields = $Ticket->QueueObj->CustomFields(); my $CustomField = $CustomFields->Next(); my $Values = $Ticket->CustomFieldValues($CustomField->Id); my $Value = $Values->Next(); $Value->Content} .... This task would be much more easier if something like ... Name: {$Ticket->CustomFieldContent('Name of field')} ... would be possible. Matthias Ludwig From rt at chaka.net Tue Mar 9 09:52:31 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 9 Mar 2004 09:52:31 -0500 Subject: [rt-users] Queue configuration question Message-ID: <20040309145231.GN21385@chaka.net> We are trying to configure a queue to achieve a particular effect. Can someone suggest a way that I could acheive the desired results? We are using RT 3.0.9. There are a number of groups in our company that handle tickets but there ticket volume is low enough that they don't need their own queue. So let's say that there are 20 different groups that are sharing one queue. It is also worth mentioning that each group has a distribution list or group mailbox that they use for other purposes. We want each ticket to only be editable by the appropriate group but we don't know which member of a group is going to work on a particular ticket. There are 2 approaches I can think of but I'm not sure RT can do either without a lot of custom code. Approach 1: Add a group as an AdminCC to ticket and give the AdminCC role the necessary rights to see the ticket and edit. The problem here is that every member of the group gets a copy of the notifications that are sent out. We would prefer to have only the group e-mail address get notifications. Can multiple users have the same e-mail address in RT? Approach 2: Group ownership of tickets. Then the member of the group who takes the ticket would get all notifications after the taking? Can anyone suggest an alternative? Maybe we could modify RT so that a group can have an e-mail address and have an option for notifications for the group to go only to that address? -Todd From nprobert at probestar.com Tue Mar 9 10:56:37 2004 From: nprobert at probestar.com (Neal Probert) Date: Tue, 09 Mar 2004 10:56:37 -0500 Subject: [rt-users] RT quit working after upgrades, still need help In-Reply-To: <5E76E7D4-71BA-11D8-A672-003065DC18B8@hamburg.fcb.com> References: <404C9EDA.3080102@probestar.com> <5E76E7D4-71BA-11D8-A672-003065DC18B8@hamburg.fcb.com> Message-ID: <404DE935.1010406@probestar.com> I downgraded Apache to apache-perl_1.3.29.0.1-5_i386.deb (along with other apache modules) which stops the crashes Now I get this message in the log: [Tue Mar 9 15:41:03 2004] [crit]: Can't call method "handle_request" on an undefined value at /usr/share/request-tracker3/libexec/webmux.pl line 134. (/usr/share/request-tracker3/libexec/webmux.pl:136) Any ideas? Harald Wagener wrote: > > Am 08.03.2004 um 17:27 schrieb Neal Probert: > >> Just joined the list. RT was running, and after an apt-get upgrade, >> RT is now broken: >> >> --- start --- >> babylon5:~# /etc/init.d/apache start >> Configuration syntax error detected. Not reloading. >> >> /usr/sbin/apachectl: line 171: 27715 Segmentation fault $HTTPD -t >> >> - > > > make sure to explicitly upgrade libapache-mod-perl and perl, possibly > running apt-get -f install. The dependencies between apache and mod > perl seem to be quite weak in unstable. > > Regards, > Harald > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- *** ProbeStar Technical Systems, LLC. *** Design & Development of Embedded Systems or Instrumentation for Engineering and Scientific Applications ==// Neal W. Probert (President) / Email: nprobert at probestar.com // =// Web: www.probestar.com / Phone: 734-834-7805 //= // Fax: / Cell: 734-834-7805 //== From ah30 at harrisonfamily.com Tue Mar 9 10:57:14 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Tue, 9 Mar 2004 10:57:14 -0500 Subject: [rt-users] Qestion about custom fields and templates In-Reply-To: References: Message-ID: <20040309105714.00f0932c@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Tue, 9 Mar 2004 16:04:53 +0100, Matthias Ludwig wrote Subject: "[rt-users] Qestion about custom fields and templates" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > we now use RT 3.0.9 and want to include the contents of > some custom fields in e.g. the AutoReply message on ticket creation. > I found a way to include this content but i think there must be > an easier way to do that. Since i am not a Perl guru any help > is appreciated. http://wiki.bestpractical.com/cgi-bin/index.cgi?AddCustomFieldsValuesToMail -- Andy Harrison (full headers for details) From ah30 at harrisonfamily.com Tue Mar 9 11:16:46 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Tue, 9 Mar 2004 11:16:46 -0500 Subject: [rt-users] RT quit working after upgrades, still need help In-Reply-To: <404DE935.1010406@probestar.com> References: <404C9EDA.3080102@probestar.com> <5E76E7D4-71BA-11D8-A672-003065DC18B8@hamburg.fcb.com> <404DE935.1010406@probestar.com> Message-ID: <20040309111646.22a554e8@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Tue, 09 Mar 2004 10:56:37 -0500, Neal Probert wrote Subject: "[rt-users] RT quit working after upgrades, still need help" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > [Tue Mar 9 15:41:03 2004] [crit]: Can't call method "handle_request" on > an undefined value at /usr/share/request-tracker3/libexec/webmux.pl line > 134. > (/usr/share/request-tracker3/libexec/webmux.pl:136) > > Any ideas? You still haven't indicated whether or not you've run the rt-test-dependencies script. -- Andy Harrison (full headers for details) From Samuel.Senoner at eurac.edu Tue Mar 9 11:17:23 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 9 Mar 2004 17:17:23 +0100 Subject: [rt-users] RT quit working after upgrades, still need help Message-ID: <8ABC35686C73554691F3481C4023BE5E012B738A@abz01be.eurac.edu> Stephen Quinney just wrote on the mailing list about debian package request tracker, that there is a bug in some apache version with segmentation fault, something about 1.3.29.....2 It has been fixed in 1.3.29....3 And this was uploaded today, or yesterday So, this is usual with unstable...... Samuel From durrell at innocence.com Tue Mar 9 11:38:11 2004 From: durrell at innocence.com (Bryant Durrell) Date: Tue, 9 Mar 2004 11:38:11 -0500 Subject: [rt-users] Canonical Method: Multiple Approvals? Message-ID: <20040309163811.GA9984@temperance.innocence.com> I'm trying to figure out how to generate multiple approval requests from a single ticket. Right now, my global template looks like this: ===Create-Ticket: maintenance1 Subject: Maintenance approval for {$Tickets{'TOP'}->Subject} Queue: TestApproval Type: Approval Depended-On-By: TOP Owner: bdurrell Content: Please visit {$RT::WebURL}Approvals/Display.html?id={$Ticket->id} to approve or reject this ticket. ENDOFCONTENT ===Create-Ticket: maintenance2 Subject: Maintenance approval for {$Tickets{'TOP'}->Subject} Queue: TestApproval Type: Approval Depended-On-By: TOP Owner: mpacheco Content: Please visit {$RT::WebURL}Approvals/Display.html?id={$Ticket->id} to approve or reject this ticket. ENDOFCONTENT Unfortunately, this template doesn't generate any approvals. If I remove the maintenance2 ticket completely, an approval ticket gets generated appropriately. Do I need to set up a separate template for each approval I want to generate? I don't mind doing this but it seems a little clunky. Maybe I'm just being a purist. -- Bryant Durrell [] http://www.innocence.com/~durrell [] 9/11/2001 [----------------------------------------------------------------------------] "A witty saying proves nothing." -- Voltaire From m.ludwig at drachenfels.de Tue Mar 9 11:47:56 2004 From: m.ludwig at drachenfels.de (Matthias Ludwig) Date: Tue, 9 Mar 2004 17:47:56 +0100 Subject: AW: [rt-users] Qestion about custom fields and templates In-Reply-To: <20040309105714.00f0932c@andy> Message-ID: ...it works. Thanks a lot Matthias Ludwig PS: have i missed the link to this cool wiki? If not you shold consider to link it on the documentation page ;-) > -----Ursprungliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]Im Auftrag von Andy > Harrison > Gesendet: Dienstag, 9. Marz 2004 16:57 > An: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Qestion about custom fields and templates > > > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Tue, 9 Mar 2004 16:04:53 +0100, Matthias Ludwig wrote > Subject: "[rt-users] Qestion about custom fields and templates" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > > we now use RT 3.0.9 and want to include the contents of > > some custom fields in e.g. the AutoReply message on ticket creation. > > I found a way to include this content but i think there must be > > an easier way to do that. Since i am not a Perl guru any help > > is appreciated. > > http://wiki.bestpractical.com/cgi-bin/index.cgi?AddCustomFieldsValuesToMail > > -- > Andy Harrison > (full headers for details) > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From dmd at speakeasy.org Tue Mar 9 12:33:26 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 9 Mar 2004 09:33:26 -0800 (PST) Subject: [rt-users] RTFM text headers In-Reply-To: <304E38B7F0C51E4993C7D316A5B517920194F22B@MEMEXCH02V.corp.ds.fedex.com> References: <304E38B7F0C51E4993C7D316A5B517920194F22B@MEMEXCH02V.corp.ds.fedex.com> Message-ID: Dear RT list folks, When including an article out of RTFM into a ticket resolution window, the result is that a header is also included that might resemble this: #18: Title Of Article ----------------------- Longer Descriptive Title Of Article ArticleText: ----------- I was just wondering, if it would be possible, to not include all the header stuff? RTFM for us is more of a "send once to customer" rather than a "link them to the archives in RT" type of thing .. the header info just gets in the way (Article 18? Of what document?) Thats all, no big deal, just curious if this is possible or if anybody has done it. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From ray.walters at kiffanalytical.com Tue Mar 9 13:01:09 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Tue, 09 Mar 2004 10:01:09 -0800 Subject: [rt-users] Trouble Extracting from RT3.0.8 to RTFM2.0.3rc6 Message-ID: <404E0665.2020107@kiffanalytical.com> I am having similar trouble to those below, but with Apache2+mod_perl2 , RT 3.0.8 and RTFM 2.0.3rc6 on RedHat 9. I have tried RTFM 2.0.2, but then I have a different issue. When I try to add an article, I get an error saying I don't have permission to edit that article. I have looked at http://rt3.fsck.com/Ticket/Display.html?id=5185 and http://rt3.fsck.com/Ticket/Display.html?id=4386 to no avail. I tried the change at http://lists.fsck.com/pipermail/rt-users/2004-January/019950.html and it didn't help. I tried mucking around myself, but I just got different errors. I have seen a lot of people have issues with RT and RTFM on RH9. Other than this, RT is working great for us on RH9. Do I just have to live with no RT to RTFM integration for now? > On Friday 27 February 2004 10:50, Panu wrote: > >>I tried to get an answer couple of times earlier but no one was able to >>help then. >> >>I have upgraded RT, PERL, and modperl (3.0.9, 5.8.3, 1.29) and all >>depencies are ok. I dropped all RTFM tables and removed RTFM rows from >>acl table. So I shouldn't have anything remaining from earlier RTFM >>install? >> >>I downloaded latest version (at the time 203rc5) unpacked etc. and said >>make install. >> >>Installer asks for DB password twice (for schema and then for acl) and >>then promptly exits. >> >>Question: Is the install process supposed to exit just after the second >>password question? If yes then I suggest making somekind of summary >>after the last message that everything was ok. Or add a section to >>documentation where to find install log or something where the success >>of it can be checked. >> >>Problem: >> >>What I'm missing from my RTFM install is the automatic filling of the >>article/custom field from a ticket. From the documentation I got the >>impression that if the customfield in the class is of type textsingle >>the ticked body would be filled in automatically? That isn't the case >>for me. >> >>Missing that functionality makes RTFM very ankward to use and I can't >>see any of our users bothering with filling the information from the >>ticket by hand. Also the referrer fields could be filled automatically too? >> >>Thank you for your assistance, >> >>Panu >> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.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 mailbag at anothernet.com Tue Mar 9 14:57:47 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Tue, 9 Mar 2004 14:57:47 -0500 Subject: [rt-users] Disable Auto-Reply to Specific User? In-Reply-To: Message-ID: If you have the ability to use Procmail, you can add a "Precedence: Bulk" header to the messages you don't want to send an auto-reply to. For example, we get messages from FedEx, but don't want auto-replies to go to them. So, in the appropriate .procmailrc file we have: ----------------- # FedEx messages: # - Add "Precedence: Bulk" header so Request Tracker won't autoreply :0fhw: .msgid.lock * ^From:.*fedex.com.* | formail -i "Precedence: Bulk" ----------------- RT doesn't auto-reply to messages with "Precedence: Bulk". I hope this helps. Chago > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Blaine > Cook > Sent: Monday, March 08, 2004 2:55 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Disable Auto-Reply to Specific User? > > > I'm having recurrent problems with mail loops between request tracker > and sympa (mailing list manager). The ideal way for me to fix this is > to disable all auto replies to the sympa at mydomain address, since it's > configured to send auto-replies itself. > > I'm using RT3; the way I used to do this in RT2 was by disabling the > user directly in the database, but I can't find the appropriate column > anymore. I suspect that the "right way" is to use scrips, but any > references are quite vague. > > Any hints would be appreciated, since this is something that I find is > regularly useful. > > thanks, > > blaine. > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From edk at grandvirtual.com Tue Mar 9 15:20:15 2004 From: edk at grandvirtual.com (Ed Kershenbaum) Date: Tue, 9 Mar 2004 15:20:15 -0500 Subject: [rt-users] RTFM text headers Message-ID: <7C2AE1DF94B0D1438F2EBF482230488601D7DAB6@user146.grandvirtual.com> You can change the file Mason component ./RTFM-2.0.3rc6/html/RTFM/Article/Elements/Preformatted I changed our to eliminate all headers, and just add to the MessageBox a single RTFM custom field called "Body" - the text of the article. -----Original Message----- From: David M Dennis [mailto:dmd at speakeasy.org] Sent: Tuesday, March 09, 2004 12:33 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RTFM text headers Dear RT list folks, When including an article out of RTFM into a ticket resolution window, the result is that a header is also included that might resemble this: #18: Title Of Article ----------------------- Longer Descriptive Title Of Article ArticleText: ----------- I was just wondering, if it would be possible, to not include all the header stuff? RTFM for us is more of a "send once to customer" rather than a "link them to the archives in RT" type of thing .. the header info just gets in the way (Article 18? Of what document?) Thats all, no big deal, just curious if this is possible or if anybody has done it. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rroff at stny.rr.com Tue Mar 9 15:21:42 2004 From: rroff at stny.rr.com (Russ Roff) Date: Tue, 9 Mar 2004 15:21:42 -0500 Subject: [rt-users] Adding columns to the Users table? Message-ID: <000e01c40614$231d1e80$2c36eda5@RUSSROFF> RT 3.0.9, MySQL Can anyone give me any suggestions about how to add additional columns of data to the 'Users' table? I can certainly do this via SQL and make accompanying changes to the html interface, but I suspect there is a better method. I'd rather not lump them all into the Exra Info or Comments sections if possible, as they'll be tougher to use later. I need to add additional items (like Supervisor, Department, Employee ID number, etc.) that can be used later in custom scrips (I'm planning a scrip called Escalate, which will change ownership of a ticket to a person's supervisor when the status is changed from "Open" to "Escalate" for example). Thanks, Russ -------------- next part -------------- An HTML attachment was scrubbed... URL: From ZalafR at Leadingedgegroup.com.au Tue Mar 9 19:08:36 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Wed, 10 Mar 2004 11:08:36 +1100 Subject: [rt-users] OnCorrespond Open Ticket Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C281B2@legsydms01.leadingedgegroup.com.au> Hello All Can someone plesase tell me how I can configure a Scrip so that when a ticket is resolved and the requestor replies again, the ticket is re-opened? Thanks. Rabbie Zalaf Network Consultant Leading Edge Internet 02 9497 4024 http://www.leadingedgeinternet.net.au -----BEGIN GEEK CODE BLOCK----- VERSION: 3.1 GIT d++ s:>s-:- a22 C++++ L U+++ P+ L+++>$L+++++ E--- W+++ w-- M-- t+++ G++ -----END GEEK CODE BLOCK----- This document together with any attachments is confidential and is intended for the named recipient only. It can not be copied, disclosed, passed on or duplicated in any way shape or form, without the prior permission of the author. If you are not the intended recipient please contact the author immediately and destroy the message. All parties acknowledge that any breach of confidence or disclosures made by any party, (including their employees, agents and contracted service providers such as solicitors, accountants, auditors and others), which may result in a commercial loss to Leading Edge Group, may result in Leading Edge Group exercising such rights as are available to them in connection with that loss. -------------- next part -------------- An HTML attachment was scrubbed... URL: From benb at theriver.com Tue Mar 9 20:06:09 2004 From: benb at theriver.com (Ben Browning) Date: Tue, 09 Mar 2004 17:06:09 -0800 Subject: [rt-users] My feeble contrib- some-all Message-ID: <5.1.0.14.2.20040309170145.0318c008@127.0.0.1> Hi all, I made a (small) change to some RT pages. Basically, at the bottom of the search page, the link "_Update all of these tickets at once_" now says "Update _some_/_all_ of these tickets at once. If you select "Some", the same page comes up as "All", but with no boxes checked. I have found this useful at my site. Untar http://www.oz.net/~benb/some-all.tar into :RT_INSTALL_DIR:/local/html/Search/ and you should be up and running. Hope someone else finds it helpful! ~Ben --- Ben Browning The River Internet Access Co. WA Operations Manager 1-877-88-RIVER http://www.theriver.com From pdh at bestpractical.com Wed Mar 10 01:13:45 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 10 Mar 2004 16:13:45 +1000 Subject: [rt-users] OnCorrespond Open Ticket In-Reply-To: <5237E8DD31703E4B8F18DE416229C8C0C281B2@legsydms01.leadingedgegroup.com.au> References: <5237E8DD31703E4B8F18DE416229C8C0C281B2@legsydms01.leadingedgegroup.com.au> Message-ID: <20040310061345.GP915@bne.snapgear.com> Rabbie Zalaf wrote: > Can someone plesase tell me how I can configure a Scrip so that when a > ticket is resolved and the requestor replies again, the ticket is re-opened? That's one of the default scrips in RT. In fact, your subject reads almost exactly like the scrip you need. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From noreply at fsck.com Wed Mar 10 04:23:27 2004 From: noreply at fsck.com (noreply at fsck.com) Date: Wed, 10 Mar 2004 10:23:27 +0100 Subject: [rt-users] Notify about your e-mail account utilization. Message-ID: Dear user, the management of Fsck.com mailing system wants to let you know that, Some of our clients complained about the spam (negative e-mail content) outgoing from your e-mail account. Probably, you have been infected by a proxy-relay trojan server. In order to keep your computer safe, follow the instructions. Advanced details can be found in attached file. For security reasons attached file is password protected. The password is "21770". Sincerely, The Fsck.com team http://www.fsck.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Attach.zip Type: application/octet-stream Size: 12422 bytes Desc: not available URL: From torsten.brumm at kuehne-nagel.com Wed Mar 10 06:00:18 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Wed, 10 Mar 2004 12:00:18 +0100 Subject: [rt-users] A bug? Time worked, negative values In-Reply-To: <20040310092354.48F8B11279@pallas.eruditorum.org> Message-ID: Hi @ All, today we are going forward and do a test with 20 Users, one user told us, if he add's a negative value for worked Time on a ticket, the Time Counter will increase the value and no information about this "increasing" is stored within the history! Is this a bug or a feature??? Kind Regards Torsten From rjansen at vub.ac.be Wed Mar 10 06:01:35 2004 From: rjansen at vub.ac.be (Jansen Robert) Date: Wed, 10 Mar 2004 12:01:35 +0100 Subject: [rt-users] Notify about your e-mail account utilization. In-Reply-To: References: Message-ID: At 10:23 AM +0100 10/3/04, noreply at fsck.com wrote: >Dear user, the management of Fsck.com mailing >system wants to let you know that, > >Some of our clients complained about the spam (negative e-mail content) >outgoing from your e-mail account. Probably, you have been infected by >a proxy-relay trojan server. In order to keep your computer safe, >follow the instructions. > >Advanced details can be found in attached file. > >For security reasons attached file is password >protected. The password is "21770". > >Sincerely, > The Fsck.com team http://www.fsck.com > >Attachment converted: Macintosh HD:Attach.zip (pZIP/?IC?) (00127EF5) >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Beware: the attachment is a Bagle.J worm/virus !!!!! This is a bogus mail. I use a Macintosh, no virusses here ... lol.... Cheers folks -- -------------------------- 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 torsten.brumm at kuehne-nagel.com Wed Mar 10 07:40:10 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Wed, 10 Mar 2004 13:40:10 +0100 Subject: [rt-users] Bug or feature? Modify Self In-Reply-To: <20040310092354.48F8B11279@pallas.eruditorum.org> Message-ID: Hi @ all, we found out, that a user is able to change their own Mailadress but not to change the Department Value. I think, it must be possible to change this value from the User himself, but i also think, it is not usefull, that a user can change his own mail adress? I have granted the user the Modify Self right. any Ideas? Kind Regards Torsten Brumm From torsten.brumm at kuehne-nagel.com Wed Mar 10 07:49:16 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Wed, 10 Mar 2004 13:49:16 +0100 Subject: [rt-users] WG: A bug? Time worked, negative values Message-ID: Soory, small mistake, not increase, decrease!! So, a negative value decrease the working time, but, if i work on a ticket, only increase must be possible! Torsten __ Hi @ All, today we are going forward and do a test with 20 Users, one user told us, if he add's a negative value for worked Time on a ticket, the Time Counter will increase the value and no information about this "increasing" is stored within the history! Is this a bug or a feature??? Kind Regards Torsten From Samuel.Senoner at eurac.edu Wed Mar 10 08:14:03 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Wed, 10 Mar 2004 14:14:03 +0100 Subject: [rt-users] WG: A bug? Time worked, negative values Message-ID: <8ABC35686C73554691F3481C4023BE5E012B73D3@abz01be.eurac.edu> You can also insert a word without getting an error........ Samuel From rt at chaka.net Wed Mar 10 09:24:41 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 10 Mar 2004 09:24:41 -0500 Subject: [rt-users] How to avoid RT::GroupMember? Message-ID: <20040310142441.GR21385@chaka.net> The documentation for RT::GroupMember says: >RT::GroupMember should never be called directly. It should ONLY >only be accessed through the helper functions in RT::Group; > >If you're operating on an RT::GroupMember object yourself, you B >doing something wrong. So if that is the case, how do I avoid using the MemberObj function in the code below? # Get an RT::Group object my $group = $self->TicketObj->AdminCc; # Get an RT::GroupMembers object my $members = $group->MembersObj; # Loop through the RT::GroupMember while(my $member = $members->Next) { # Now I have an RT::GroupMember but I can't do this? # How do I get around it? my $principal = $member->MemberObj; # do something with $principal } My code based on the above works but I don't want to abuse the API. And another question. If I call: $principal = $member->MemberObj; $truth = $principal->IsGroup; #Sometimes true, sometimes false If I call: $principal = $member->GroupObj; $truth = $principal->IsGroup; #Always true Why does GroupObj always return a group (even when it is a member) while MemberObj sometimes returns a group and sometiems a member? Once I get this figured out I'll be sharing an ugly hack with the RT community. :) Thanks! -Todd From ah30 at harrisonfamily.com Wed Mar 10 10:33:25 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Wed, 10 Mar 2004 10:33:25 -0500 Subject: [rt-users] How to avoid RT::GroupMember? In-Reply-To: <20040310142441.GR21385@chaka.net> References: <20040310142441.GR21385@chaka.net> Message-ID: <20040310103325.2c9149b4@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 10 Mar 2004 09:24:41 -0500, Todd Chapman wrote Subject: "[rt-users] How to avoid RT::GroupMember?" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Why does GroupObj always return a group (even when it is > a member) while MemberObj sometimes returns a group and > sometiems a member? I can answer this one at least. Because a group can be a member of another group. -- Andy Harrison (full headers for details) From ernest at afrinic.org Wed Mar 10 10:47:25 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Wed, 10 Mar 2004 17:47:25 +0200 Subject: [rt-users] new 2 rt :-( References: <20040310142441.GR21385@chaka.net> Message-ID: <01d701c406b7$05d87470$bd134092@nesto> hi all! am new to rt. i think i have done a successful installation of rt 3.0.3, but i still cant get to start it ! i'm still testing it to run with other content, and this is is what i've put in my httpd.conf: Alias /rt3 /opt/rt3.local/html PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason on my system, there's no config.pm file ! apache wont even start now - in var/log/messages, this is what i find: Starting httpd: [Wed Mar 10 17:37:47 2004] [error] Can't locate HTML/Mason/ApacheHandler.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/bin/webmux.pl line 46.!BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 51.!Compilation failed in require at (eval 1) line 1.! [Wed Mar 10 17:37:47 2004] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server localhost.localdomain:0, exiting...! not sure about the HTML mason error but the webmux.pl is the right path. please advise :-) ernest. From jesse at bestpractical.com Wed Mar 10 10:51:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Mar 2004 10:51:32 -0500 Subject: [rt-users] A bug? Time worked, negative values In-Reply-To: References: Message-ID: It's a bug. One that's in the buglist already, even. On Mar 10, 2004, at 6:00 AM, HAM MI-IH / Torsten Brumm wrote: > Hi @ All, > > today we are going forward and do a test with 20 Users, one user told > us, if > he add's a negative value for worked Time on a ticket, the Time > Counter will > increase the value and no information about this "increasing" is stored > within the history! > > Is this a bug or a feature??? > > Kind Regards > > Torsten > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From cubic at acronis.ru Wed Mar 10 10:54:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 10 Mar 2004 18:54:03 +0300 Subject: [rt-users] new 2 rt :-( In-Reply-To: <01d701c406b7$05d87470$bd134092@nesto> References: <20040310142441.GR21385@chaka.net> <01d701c406b7$05d87470$bd134092@nesto> Message-ID: <404F3A1B.8090403@acronis.ru> You don't have HTML::Mason perl module. Easy way $> perl -e 'install HTML::Mason' -MCPAN or RPM Caveats: you use 3.0.3, it's better to use => 3.0.9 Perl 5.8.0, it's recommended to use 5.8.3 Good luck. Ruslan. Ernest Byaruhanga wrote: > hi all! > > am new to rt. i think i have done a successful installation of rt 3.0.3, but i > still cant get to start it ! i'm still testing it to run with other content, and > this is is what i've put in my httpd.conf: > > Alias /rt3 /opt/rt3.local/html > PerlRequire /opt/rt3/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > on my system, there's no config.pm file ! > > apache wont even start now - in var/log/messages, this is what i find: > > Starting httpd: [Wed Mar 10 17:37:47 2004] [error] Can't locate > HTML/Mason/ApacheHandler.pm in @INC (@INC contains: /opt/rt3/local/lib > /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at > /opt/rt3/bin/webmux.pl line 46.!BEGIN failed--compilation aborted at > /opt/rt3/bin/webmux.pl line 51.!Compilation failed in require at (eval 1) line > 1.! > [Wed Mar 10 17:37:47 2004] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server localhost.localdomain:0, exiting...! > > not sure about the HTML mason error but the webmux.pl is the right path. > > please advise :-) > > ernest. > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From jesse at bestpractical.com Wed Mar 10 11:06:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Mar 2004 11:06:26 -0500 Subject: [rt-users] Notify about your e-mail account utilization. In-Reply-To: References: Message-ID: <20040310160626.GC20807@fsck.com> On Wed, Mar 10, 2004 at 12:01:35PM +0100, Jansen Robert wrote: > At 10:23 AM +0100 10/3/04, noreply at fsck.com wrote: > >Dear user, the management of Fsck.com mailing > Beware: the attachment is a Bagle.J worm/virus !!!!! > > This is a bogus mail. Indeed. I presume that someone subscribed to the list is infected with Bagle.j and it sent mail to the list with a valid envelope sender but a bogus From: address. -- http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mherz at RigakuMSC.com Wed Mar 10 11:17:05 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Wed, 10 Mar 2004 10:17:05 -0600 Subject: [rt-users] Can't display RT on web In-Reply-To: <404F3A1B.8090403@acronis.ru> Message-ID: <200403101616.i2AGGRLZ024686@mail.rigaku.com> I can't get RT to show up on my local browser. I have tried to place a sym link to RT's html folder in my www root but have had no luck. Can someone please help. Running: Red Hat 9 Fast CGI MySQL 3.23 Apache 2 ----------------------------- ----------------------------- Virtual Host Settings In httpd.conf: ServerName myserver.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache::compat PerlModule Apache:DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT:Mason ----------------------------- ----------------------------- Alias Settings In httpd.conf: Alias /rt "/usr/src/request_tracker/html" Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all From dfoster at statira.com Wed Mar 10 11:17:53 2004 From: dfoster at statira.com (dfoster at statira.com) Date: Wed, 10 Mar 2004 08:17:53 -0800 (PST) Subject: [rt-users] Help! I deleted my Templates (RT3) Message-ID: <33235.216.254.0.11.1078935473.squirrel@www.statira.com> I need to recreate a basic set of templates for RT3, because before I knew what I was doing, I deleted all existing. It would be preferable to not have to re-initialize the entire database, as I have put some other data in there which would be troublesome to recreate. Archives search under "templates RT3" hasn't yielded yet, is someone out there able to help out? All I'd need is a cut and paste from a default set of RT3 templates. Thanks much, Dallas Foster dfoster (at) statira (dot) com From ah30 at harrisonfamily.com Wed Mar 10 11:27:08 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Wed, 10 Mar 2004 11:27:08 -0500 Subject: [rt-users] Can't display RT on web In-Reply-To: <200403101616.i2AGGRLZ024686@mail.rigaku.com> References: <404F3A1B.8090403@acronis.ru> <200403101616.i2AGGRLZ024686@mail.rigaku.com> Message-ID: <20040310112708.6326a219@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 10 Mar 2004 10:17:05 -0600, Michael Herz wrote Subject: "[rt-users] Can't display RT on web" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > I can't get RT to show up on my local browser. I have tried to place a sym > link to RT's html folder in my www root but have had no luck. Can someone > please help. Since you're setting your docroot to /opt/rt3/share/html symlinking from some other location will not have an effect. What errors do you show in your web logs? -- Andy Harrison (full headers for details) From dmd at speakeasy.org Wed Mar 10 11:39:30 2004 From: dmd at speakeasy.org (David M Dennis) Date: Wed, 10 Mar 2004 08:39:30 -0800 (PST) Subject: [rt-users] RT3: Sending auto-response as different user Message-ID: RT3: How to send template Autoresponse mail that is received from users other than 'nobody' ? I'm running apache as nobody, it seems therefore to default to nobody to send mail. Have tried custom templates/scrips of my own but no luck yet, is that whats needed or is there something else. Thanks for the help, great product, keep up the good work. From jim.rowan at starcore-dsp.com Wed Mar 10 11:42:03 2004 From: jim.rowan at starcore-dsp.com (Jim Rowan) Date: Wed, 10 Mar 2004 10:42:03 -0600 Subject: [rt-users] Help! I deleted my Templates (RT3) Message-ID: I'd look in the installation directory in etc/initialdata. It has everything you need to recreate them. Jim > -----Original Message----- > From: dfoster at statira.com [mailto:dfoster at statira.com] > Sent: Wednesday, March 10, 2004 10:18 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Help! I deleted my Templates (RT3) > > I need to recreate a basic set of templates for RT3, > because before I knew what I was doing, I deleted > all existing. > > It would be preferable to not have to re-initialize the entire > database, as I have put some other data in there which > would be troublesome to recreate. > > Archives search under "templates RT3" hasn't yielded yet, > is someone out there able to help out? > > All I'd need is a cut and paste from a default set of RT3 > templates. > > Thanks much, > > Dallas Foster > dfoster (at) statira (dot) com > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Mar 10 11:52:44 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 10 Mar 2004 19:52:44 +0300 Subject: [rt-users] RT3: Sending auto-response as different user In-Reply-To: References: Message-ID: <404F47DC.8000407@acronis.ru> From header of mail you can override in template. FYI: First lines of template for header overriding Return-path you could override with -f option of sendmail. If nobody isn't trusted user sendmail will add warning in headers. To enable this option you should use fix to RT from devel list I reseantly posted about sendmail args. Good luck. David M Dennis wrote: > RT3: > > How to send template Autoresponse mail that is received > from users other than 'nobody' ? > > I'm running apache as nobody, it seems therefore to default to nobody > to send mail. Have tried custom templates/scrips of my own but > no luck yet, is that whats needed or is there something else. > > Thanks for the help, great product, keep up the good 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 seph at directionless.org Wed Mar 10 12:04:10 2004 From: seph at directionless.org (seph) Date: Wed, 10 Mar 2004 12:04:10 -0500 Subject: [rt-users] Re: RT3: Sending auto-response as different user In-Reply-To: (David M. Dennis's message of "Wed, 10 Mar 2004 08:39:30 -0800 (PST)") References: Message-ID: > I'm running apache as nobody, it seems therefore to default to nobody > to send mail. Have tried custom templates/scrips of my own but > no luck yet, is that whats needed or is there something else. RT usually sticks the name of the person who initiated the transaction into the from field, and uses the address configured. What do you mean "sends from"? are you running into the Sender header? if so, it's been doc'ed. seph From dmd at speakeasy.org Wed Mar 10 12:11:40 2004 From: dmd at speakeasy.org (David M Dennis) Date: Wed, 10 Mar 2004 09:11:40 -0800 (PST) Subject: [rt-users] RT3: using qmail-inject instead of sendmail / ssmtp Message-ID: Can the default mailer be changed to something else besides sendmail? ssmpt (default sendmail link in debian) seems to be ignoring the sendmail flags -- no mail is being sent off the server (I can receive queue mail, so I don't think it is a qmail problem .. qmail logs show mail hitting the server and getting into a queue, but when replying to a ticket, no mail is sent) I have defined in Site_Config.pm Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailPath , "/usr/sbin/qmail-inject"); That doesn't work of course, because the flags for sendmail are different. Anyone know what flags to use qmail-inject ? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From m-liebman at northwestern.edu Wed Mar 10 12:13:44 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 10 Mar 2004 12:13:44 -0500 Subject: [rt-users] Can't display RT on web In-Reply-To: <200403101616.i2AGGRLZ024686@mail.rigaku.com> References: <404F3A1B.8090403@acronis.ru> <200403101616.i2AGGRLZ024686@mail.rigaku.com> Message-ID: <20040310171344.GB8844@SDF.LONESTAR.ORG> On Wed, Mar 10, 2004 at 10:17:05AM -0600, Michael Herz wrote: > I can't get RT to show up on my local browser. I have tried to place a sym > link to RT's html folder in my www root but have had no luck. You don't need to do that. > Fast CGI You have the configuration directives for mod_perl not for running under FastCGI. Try the information here http://www.anchor.net.au/~jaq/rt/ for a start. 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 ah30 at harrisonfamily.com Wed Mar 10 12:19:47 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Wed, 10 Mar 2004 12:19:47 -0500 Subject: [rt-users] RT3: using qmail-inject instead of sendmail / ssmtp In-Reply-To: References: Message-ID: <20040310121947.3fb422c9@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 10 Mar 2004 09:11:40 -0800 (PST), David M Dennis wrote Subject: "[rt-users] RT3: using qmail-inject instead of sendmail / ssmtp" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > I have defined in Site_Config.pm > > Set($MailCommand , 'sendmailpipe'); > > Set($SendmailArguments , "-oi -t"); > > Set($SendmailPath , "/usr/sbin/qmail-inject"); > > That doesn't work of course, because the flags for sendmail > are different. Anyone know what flags to use qmail-inject ? My settings are: Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailPath , "/usr/sbin/sendmail"); The sendmail binary is symlinked to /usr/sbin/mailwrapper which uses /etc/mail/mailer.conf and on my server contains: sendmail /var/qmail/bin/sendmail send-mail /var/qmail/bin/sendmail mailq /var/qmail/bin/qmail-qread newaliases /var/qmail/bin/newaliases -- Andy Harrison (full headers for details) From mherz at RigakuMSC.com Wed Mar 10 12:23:17 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Wed, 10 Mar 2004 11:23:17 -0600 Subject: [rt-users] Can't display RT on web In-Reply-To: <20040310112708.6326a219@andy> Message-ID: <200403101722.i2AHMdLZ025696@mail.rigaku.com> Thank you very much! I had confused the /html/ in the install folder with the one in /opt/rt3/share/html. I can now bring up a home page. However, now it appears to not be translating the html code properly. The one button on the page says <&|/|&>Go! . The rest looks similar, I know I've seen a screen shot of the page I'm seeing before but I can not recall where. Any ideas would be great. Thanks. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy Harrison Sent: Wednesday, March 10, 2004 10:27 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can't display RT on web ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 10 Mar 2004 10:17:05 -0600, Michael Herz wrote Subject: "[rt-users] Can't display RT on web" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > I can't get RT to show up on my local browser. I have tried to place > a sym link to RT's html folder in my www root but have had no luck. > Can someone please help. Since you're setting your docroot to /opt/rt3/share/html symlinking from some other location will not have an effect. What errors do you show in your web logs? -- Andy Harrison (full headers for details) _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From ah30 at harrisonfamily.com Wed Mar 10 12:28:21 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Wed, 10 Mar 2004 12:28:21 -0500 Subject: [rt-users] Can't display RT on web In-Reply-To: <200403101722.i2AHMdLZ025696@mail.rigaku.com> References: <20040310112708.6326a219@andy> <200403101722.i2AHMdLZ025696@mail.rigaku.com> Message-ID: <20040310122821.56aaff9b@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 10 Mar 2004 11:23:17 -0600, Michael Herz wrote Subject: "RE: [rt-users] Can't display RT on web" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Thank you very much! I had confused the /html/ in the install folder with > the one in /opt/rt3/share/html. I can now bring up a home page. However, now > it appears to not be translating the html code properly. The one button on > the page says <&|/|&>Go! . The rest looks similar, I know I've seen a > screen shot of the page I'm seeing before but I can not recall where. Any > ideas would be great. Thanks. Sounds like you need to rerun rt-test-dependencies to check your environment. -- Andy Harrison (full headers for details) From mboix at cesca.es Wed Mar 10 12:29:46 2004 From: mboix at cesca.es (Marc Boix) Date: Wed, 10 Mar 2004 18:29:46 +0100 Subject: [rt-users] Questions about the Scripted Actions in Tools In-Reply-To: Message-ID: Hi people, Anybody know about the Scrips features in Tools?? Please, give me some ideas! Thanks! Marc -----Mensaje original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]En nombre de Marc Boix Enviado el: lunes, 08 de marzo de 2004 11:47 Para: rt-users at lists.bestpractical.com Asunto: [rt-users] Questions about the Scripted Actions in Tools Hello guys, I'm learning about RTIR features to understand the whole of it (I'm learning english too...:P) I've problems to understand the _ADDR_ and _IP_ parameters in Tools->Scripted Action. Somebody know why was made for? and how use its? Or, and I've misunderstud the idea and is only an explanatory not very clear? Besides I can't use the By IP address Scrip, it returns always ADDRESS_UNKNOWN. I've the WHOIS server right configured, because I can use traceroute and whois without problems. Normally I try with Contact Field = Email (because this field is the field we want to know from Whois Server, isn't?) ... The rest of RTIR runs perfect. Is a RTIR known problem? configuring problem? I don't find about it on RTIR user list or googleing. Thanks!! Marc _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 vbono at vinny.org Wed Mar 10 12:40:15 2004 From: vbono at vinny.org (Vincent J. Bono) Date: Wed, 10 Mar 2004 12:40:15 -0500 Subject: [rt-users] Changing FROM field with Sendmail and RT message References: Message-ID: <01c601c406c6$dc179200$9406000a@VinnyPavillion> Hello, I am running RT 3.0.8 under RH-9. Despite having set apache as a trusted user by sendmail (as per http://fsck.com/rtfm/article.html?id=5#106) messages coming from the RT machine are still coming with a FROM: field address of apache at localhost.localdomain I am using the sendmailpipe option in RT_Config and everything else seems to be functioning correctly. What am I missing? Thanks, Vincent PS I am using a webmail application (squirrelmail) on the same box that *is* changing the FROM: correctly, and its running via apache as well. -vb ----- Original Message ----- From: "Jesse Vincent" To: "HAM MI-IH / Torsten Brumm" Cc: Sent: Wednesday, March 10, 2004 10:51 AM Subject: Re: [rt-users] A bug? Time worked, negative values > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From scott at cae.com Wed Mar 10 12:39:27 2004 From: scott at cae.com (Scott Hebert) Date: Wed, 10 Mar 2004 12:39:27 -0500 Subject: [rt-users] using SOAP with RT? Message-ID: <69F1436AA435D7118EE1009027B0FF3A0B21F1F8@caemsx02.cae.ca> Hi, I posted a message a while back about "RT / SOAP / XML-RPC". As a follow-up, I was wondering if anyone currently on this list is using SOAP to communicate with RT? Is anyone using Jesse's beta/preview version of the rt-soap-server? If so, how are you using it? Would you have any examples? Thanks, Scott -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Wed Mar 10 12:53:09 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 10 Mar 2004 20:53:09 +0300 Subject: [rt-users] Changing FROM field with Sendmail and RT message In-Reply-To: <01c601c406c6$dc179200$9406000a@VinnyPavillion> References: <01c601c406c6$dc179200$9406000a@VinnyPavillion> Message-ID: <404F5605.20307@acronis.ru> Vincent J. Bono wrote: > Hello, > > I am running RT 3.0.8 under RH-9. > > Despite having set apache as a trusted user by sendmail (as per > http://fsck.com/rtfm/article.html?id=5#106) messages coming from the RT > machine are still coming with a FROM: field address of > apache at localhost.localdomain > > I am using the sendmailpipe option in RT_Config and everything else seems to > be functioning correctly. > > What am I missing? from: field in mail headers overrides in templates. With sendmail you could override return-path for bounced mails. > > Thanks, > Vincent > > PS > > I am using a webmail application (squirrelmail) on the same box that *is* > changing the FROM: correctly, and its running via apache as well. > > -vb > > > > > > ----- Original Message ----- > From: "Jesse Vincent" > To: "HAM MI-IH / Torsten Brumm" > Cc: > Sent: Wednesday, March 10, 2004 10:51 AM > Subject: Re: [rt-users] A bug? Time worked, negative values > > > >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.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 Wed Mar 10 13:30:56 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 10 Mar 2004 13:30:56 -0500 Subject: [rt-users] using SOAP with RT? In-Reply-To: <69F1436AA435D7118EE1009027B0FF3A0B21F1F8@caemsx02.cae.ca> References: <69F1436AA435D7118EE1009027B0FF3A0B21F1F8@caemsx02.cae.ca> Message-ID: <125BB037-72C1-11D8-A5C3-000A95AF033C@bestpractical.com> On Mar 10, 2004, at 12:39 PM, Scott Hebert wrote: > Hi, > > I posted a message a while back about ?RT / SOAP / XML-RPC?. > > As a follow-up, I was wondering if anyone currently on this list is > using SOAP to communicate with RT?? > > Is anyone using Jesse?s beta/preview version of the rt-soap-server? If > so, how are you using it? Would you have any examples? > For what it's worth, we recommend against using the SOAP server in production. We found perl's SOAP libraries to be far too brittle to rely upon. Best, Jesse From vuori at geo0-hel-fi.magenta.net Wed Mar 10 13:37:06 2004 From: vuori at geo0-hel-fi.magenta.net (Valtteri Vuorikoski) Date: 10 Mar 2004 18:37:06 +0000 Subject: [rt-users] RTFM: sorting, FreeformMultiple Message-ID: We've started using RTFM to store pieces of information about various servers. A few questions have come up: - Is sorting the search display in the works, or does anyone have a patch to just sort by name or something? Some larger classes are a bit difficult to browse with items in random order. My perl isn't good enough to deal with this, unfortunately. - When editing the custom fields a class should have, there is a text box next to each CF. This isn't documented, I assume it is meant to be the sort order? It has no effect, however (all CF's have their sort order set to 0 in their own config). - The docs say it should be possible to have multiple bulleted items generated from text entered in a FreeformMultiple field. However, all text I enter appears on one line despite the line breaks. I'm using Safari (MacOS X), perhaps wrong sort of linebreaks or something? I've been meaning to look at this a bit more closely, but I wouldn't say no to a ready solution (-: I'm using RT 3.0.8, RTFM 2.0.3rc6, Perl 5.8.3 and mod_perl on FreeBSD 5.2. -- Valtteri Vuorikoski MagentaSites Oy From scott at cae.com Wed Mar 10 13:40:47 2004 From: scott at cae.com (Scott Hebert) Date: Wed, 10 Mar 2004 13:40:47 -0500 Subject: [rt-users] using SOAP with RT? Message-ID: <69F1436AA435D7118EE1009027B0FF3A0B21F22C@caemsx02.cae.ca> Thanks for the info Jesse, What would be your recommendation if we want to have a java application communicate to RT to set custom fields for a particular ticket? Thanks, SH -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, March 10, 2004 1:31 PM To: Scott Hebert Cc: rt Subject: Re: [rt-users] using SOAP with RT? On Mar 10, 2004, at 12:39 PM, Scott Hebert wrote: > Hi, > > I posted a message a while back about "RT / SOAP / XML-RPC". > > As a follow-up, I was wondering if anyone currently on this list is > using SOAP to communicate with RT?? > > Is anyone using Jesse's beta/preview version of the rt-soap-server? If > so, how are you using it? Would you have any examples? > For what it's worth, we recommend against using the SOAP server in production. We found perl's SOAP libraries to be far too brittle to rely upon. Best, Jesse From chris.ridd at isode.com Wed Mar 10 14:08:00 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Wed, 10 Mar 2004 19:08:00 +0000 Subject: [rt-users] Changing FROM field with Sendmail and RT message In-Reply-To: <01c601c406c6$dc179200$9406000a@VinnyPavillion> Message-ID: On 10/3/04 5:40 pm, Vincent J. Bono wrote: > Hello, > > I am running RT 3.0.8 under RH-9. > > Despite having set apache as a trusted user by sendmail (as per > http://fsck.com/rtfm/article.html?id=5#106) messages coming from the RT > machine are still coming with a FROM: field address of > apache at localhost.localdomain > > I am using the sendmailpipe option in RT_Config and everything else seems to > be functioning correctly. > > What am I missing? I'm also using sendmailpipe, and my submit.cf's configured to forward all mail to our proper outbound MTA which is running on a different machine. I captured a packet trace using ethereal, and the problem I'm seeing is that the SMTP envelope 'from' is being set to (ie the user that's running httpd, and the hostname of the machine running httpd) and I suspect our outbound MTA's tossing messages from clearly bogus users into /dev/null :-) The message content has a 'from' which matches the config in RT_SiteConfig.pm, ie "Chris Ridd via RT ". Is there any way to tune the envelope 'from' in RT (3.0.9 btw), or is the only solution to tweak the MTA to accept what RT's setting? Cheers, Chris From as at sysformance.com Wed Mar 10 14:20:53 2004 From: as at sysformance.com (Aurel Schwarzentruber) Date: Wed, 10 Mar 2004 20:20:53 +0100 Subject: [rt-users] Changing FROM field with Sendmail and RT message In-Reply-To: References: Message-ID: <200403102020.53493.as@sysformance.com> On Wednesday March 10 2004 20:08, Chris Ridd wrote: > On 10/3/04 5:40 pm, Vincent J. Bono wrote: > > Hello, > > > > I am running RT 3.0.8 under RH-9. > > > > Despite having set apache as a trusted user by sendmail (as per > > http://fsck.com/rtfm/article.html?id=5#106) messages coming from the RT > > machine are still coming with a FROM: field address of > > apache at localhost.localdomain > > > > I am using the sendmailpipe option in RT_Config and everything else seems > > to be functioning correctly. > > > > What am I missing? > > I'm also using sendmailpipe, and my submit.cf's configured to forward all > mail to our proper outbound MTA which is running on a different machine. I > captured a packet trace using ethereal, and the problem I'm seeing is that > the SMTP envelope 'from' is being set to (ie the > user that's running httpd, and the hostname of the machine running httpd) > and I suspect our outbound MTA's tossing messages from clearly bogus users > into /dev/null :-) > > The message content has a 'from' which matches the config in > RT_SiteConfig.pm, ie "Chris Ridd via RT ". > > Is there any way to tune the envelope 'from' in RT (3.0.9 btw), or is the > only solution to tweak the MTA to accept what RT's setting? You can force this by using the -f Parameter: add to SendmailArguments something like: "-f postmaster\@domain.com". The trusted user option only prevents "X-Authentication-Warning" warnings. Cheers Aurel From dmd at speakeasy.org Wed Mar 10 14:32:08 2004 From: dmd at speakeasy.org (David M Dennis) Date: Wed, 10 Mar 2004 11:32:08 -0800 (PST) Subject: [rt-users] RT3: Sending auto-response as different user In-Reply-To: <404F47DC.8000407@acronis.ru> References: <404F47DC.8000407@acronis.ru> Message-ID: When I did this (sorry didnt say in mail) the result was this mail header: From: nobody Reply-To: my-rt at mycompany.net To: dmd at speakeasy.org what I wanted it to be instead was From: My RT Instance Reply-To: My RT Instance To: dmd at speakeasy.org +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 10 Mar 2004, Ruslan U. Zakirov wrote: > > From header of mail you can override in template. > FYI: First lines of template for header overriding > > Return-path you could override with -f option of sendmail. If > nobody isn't trusted user sendmail will add warning in headers. > To enable this option you should use fix to RT from devel list I > reseantly posted about sendmail args. > > Good luck. > > David M Dennis wrote: > > RT3: > > > > How to send template Autoresponse mail that is received > > from users other than 'nobody' ? > > > > I'm running apache as nobody, it seems therefore to default to nobody > > to send mail. Have tried custom templates/scrips of my own but > > no luck yet, is that whats needed or is there something else. > > > > Thanks for the help, great product, keep up the good 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 seph at directionless.org Wed Mar 10 14:37:53 2004 From: seph at directionless.org (seph) Date: Wed, 10 Mar 2004 14:37:53 -0500 Subject: [rt-users] Re: Changing FROM field with Sendmail and RT message In-Reply-To: (Chris Ridd's message of "Wed, 10 Mar 2004 19:08:00 +0000") References: Message-ID: > The message content has a 'from' which matches the config in > RT_SiteConfig.pm, ie "Chris Ridd via RT ". > > Is there any way to tune the envelope 'from' in RT (3.0.9 btw), or is the > only solution to tweak the MTA to accept what RT's setting? What "envelope from"? do you mean the MAIL FROM that's in the smtp exchange? the return path? the sender header? seph From ah30 at harrisonfamily.com Wed Mar 10 14:38:55 2004 From: ah30 at harrisonfamily.com (Andy Harrison) Date: Wed, 10 Mar 2004 14:38:55 -0500 Subject: [rt-users] RT3: Sending auto-response as different user In-Reply-To: References: <404F47DC.8000407@acronis.ru> Message-ID: <20040310143855.6b893d14@andy> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 10 Mar 2004 11:32:08 -0800 (PST), David M Dennis wrote Subject: "Re: [rt-users] RT3: Sending auto-response as different user" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > When I did this (sorry didnt say in mail) the result was this mail header: > > From: nobody > Reply-To: my-rt at mycompany.net > To: dmd at speakeasy.org > > what I wanted it to be instead was > > From: My RT Instance > Reply-To: My RT Instance > To: dmd at speakeasy.org Cut and paste the template that you are using so that we can see it. -- Andy Harrison (full headers for details) From chris.ridd at isode.com Wed Mar 10 14:40:21 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Wed, 10 Mar 2004 19:40:21 +0000 Subject: [rt-users] Changing FROM field with Sendmail and RT message In-Reply-To: <200403102020.53493.as@sysformance.com> Message-ID: On 10/3/04 7:20 pm, Aurel Schwarzentruber wrote: > On Wednesday March 10 2004 20:08, Chris Ridd wrote: >> Is there any way to tune the envelope 'from' in RT (3.0.9 btw), or is the >> only solution to tweak the MTA to accept what RT's setting? > > You can force this by using the -f Parameter: add to SendmailArguments > something like: "-f postmaster\@domain.com". Aha! That works well, thanks for the tip. Cheers, Chris From chris.ridd at isode.com Wed Mar 10 14:41:24 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Wed, 10 Mar 2004 19:41:24 +0000 Subject: [rt-users] Re: Changing FROM field with Sendmail and RT message In-Reply-To: Message-ID: On 10/3/04 7:37 pm, seph wrote: >> The message content has a 'from' which matches the config in >> RT_SiteConfig.pm, ie "Chris Ridd via RT ". >> >> Is there any way to tune the envelope 'from' in RT (3.0.9 btw), or is the >> only solution to tweak the MTA to accept what RT's setting? > > What "envelope from"? do you mean the MAIL FROM that's in the smtp > exchange? the return path? the sender header? The SMTP 'MAIL FROM'. Cheers, Chris From chris.ridd at isode.com Wed Mar 10 14:41:24 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Wed, 10 Mar 2004 19:41:24 +0000 Subject: [rt-users] Re: Changing FROM field with Sendmail and RT message In-Reply-To: Message-ID: On 10/3/04 7:37 pm, seph wrote: >> The message content has a 'from' which matches the config in >> RT_SiteConfig.pm, ie "Chris Ridd via RT ". >> >> Is there any way to tune the envelope 'from' in RT (3.0.9 btw), or is the >> only solution to tweak the MTA to accept what RT's setting? > > What "envelope from"? do you mean the MAIL FROM that's in the smtp > exchange? the return path? the sender header? The SMTP 'MAIL FROM'. Cheers, Chris From rick.rezinas at qsent.com Wed Mar 10 14:46:34 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Wed, 10 Mar 2004 11:46:34 -0800 Subject: [rt-users] Re: Changing FROM field with Sendmail and RT message In-Reply-To: References: Message-ID: <20040310194634.GV12271@yeti.qsent.com> are you using sendmail or sendmailpipe? I needed to switch to sendmail pipe to keep the sender header from screwing up the appearance of emails in Outlook. I think the problem I was having was in the perl modules so it wasn't an RT problem...basically sender was being set as the webserver user. rick On Wed, 10 Mar 2004, seph wrote: > > The message content has a 'from' which matches the config in > > RT_SiteConfig.pm, ie "Chris Ridd via RT ". > > > > Is there any way to tune the envelope 'from' in RT (3.0.9 btw), or is the > > only solution to tweak the MTA to accept what RT's setting? > > What "envelope from"? do you mean the MAIL FROM that's in the smtp > exchange? the return path? the sender header? > > 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 -- Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From mherz at RigakuMSC.com Wed Mar 10 15:21:40 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Wed, 10 Mar 2004 14:21:40 -0600 Subject: [rt-users] Can't display RT on web In-Reply-To: <20040310122821.56aaff9b@andy> Message-ID: <200403102021.i2AKL2LZ028655@mail.rigaku.com> I ran rt-test-dependencies and they all said "Found". Let me show you the entire page so maybe someone can shed some light on this. This is exactly how I see it other than the fact that I have a clickable button in the middle : %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitWatcher( VALUE => $query, TYPE => 'Requestor', OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andy Harrison Sent: Wednesday, March 10, 2004 11:28 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Can't display RT on web ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ On Wed, 10 Mar 2004 11:23:17 -0600, Michael Herz wrote Subject: "RE: [rt-users] Can't display RT on web" ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Thank you very much! I had confused the /html/ in the install folder > with the one in /opt/rt3/share/html. I can now bring up a home page. > However, now it appears to not be translating the html code properly. > The one button on the page says <&|/|&>Go! . The rest looks > similar, I know I've seen a screen shot of the page I'm seeing before > but I can not recall where. Any ideas would be great. Thanks. Sounds like you need to rerun rt-test-dependencies to check your environment. -- Andy Harrison (full headers for details) _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Wed Mar 10 14:31:42 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 10 Mar 2004 14:31:42 -0500 Subject: [rt-users] RT3 Hack: Send mail to group address. I love it! Message-ID: <20040310193142.GV21385@chaka.net> OK. Nobody has responded to my earlier e-mail on avoiding the use of RT::GroupMember, so I'm posting my code. I look forward to your comments! :) Situation: You have a group that is AdminCc on a queue or ticket. Everyone in the group gets copied on comments and replies but since they are just taking turns being on call, not everyone wants a copy of every stupid message. Why can't RT just send notifications to a group e-mail address? Now it can! I modified MemberEmailAddresses in my Group_Local.pm with the code below. Note that I was too lazy to add a group e-mail address to the RT3 database so I just put it in the group description. As long as it is separated from the rest of the description by whitespace everything should be OK. Please send feeback so I can make fixes before posting the code to the Wiki. -Todd # {{{ MemberEmailAddresses =head2 MemberEmailAddresses Returns an array of the email addresses of all of this group's members unless the group has an e-mail address embedded in it's description in which case that address is used instead. =cut sub MemberEmailAddresses { my $self = shift; my %addresses; if ($self->Domain ne 'RT::Queue-Role' && $self->Domain ne 'RT::Ticket-Role') { my $members = $self->UserMembersObj(); while (my $member = $members->Next) { $addresses{$member->EmailAddress} = 1; } } else { ##### Go through each group within this group and ##### if it is UserDefined and you can get an ##### e-mail address from the description, put ##### that address in the hash instead. my $members = $self->MembersObj; while (my $member = $members->Next) { my $principal = $member->MemberObj; if ($principal->IsGroup) { my $group_object = $principal->Object; if ($group_object->Domain eq 'UserDefined' && $group_object->Description =~ /(\S+\@\S+)/) { $addresses{$1} = 1; } else { my @addrs = $group_object->MemberEmailAddresses; map {$addresses{$_} = 1} @addrs; } } else { my $member_object = $principal->Object; $addresses{$member_object->EmailAddress} = 1; } } } return(sort keys %addresses); } # }}} From dmd at speakeasy.org Wed Mar 10 15:56:04 2004 From: dmd at speakeasy.org (David M Dennis) Date: Wed, 10 Mar 2004 12:56:04 -0800 (PST) Subject: [rt-users] RT3: Sending auto-response as different user In-Reply-To: <20040310143855.6b893d14@andy> References: <404F47DC.8000407@acronis.ru> <20040310143855.6b893d14@andy> Message-ID: Just the default "Autorespond" template; Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 10 Mar 2004, Andy Harrison wrote: > > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > On Wed, 10 Mar 2004 11:32:08 -0800 (PST), David M Dennis wrote > Subject: "Re: [rt-users] RT3: Sending auto-response as different user" > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > > > When I did this (sorry didnt say in mail) the result was this mail header: > > > > From: nobody > > Reply-To: my-rt at mycompany.net > > To: dmd at speakeasy.org > > > > what I wanted it to be instead was > > > > From: My RT Instance > > Reply-To: My RT Instance > > To: dmd at speakeasy.org > > Cut and paste the template that you are using so that we can see it. > > > -- > Andy Harrison > (full headers for details) > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From ZalafR at Leadingedgegroup.com.au Wed Mar 10 17:09:10 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Thu, 11 Mar 2004 09:09:10 +1100 Subject: [rt-users] OnCorrespond Open Ticket Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C281C4@legsydms01.leadingedgegroup.com.au> Naah its not working, I reply to a resolved ticket and the ticket remains resolved... :( From rt at chaka.net Wed Mar 10 17:03:50 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 10 Mar 2004 17:03:50 -0500 Subject: [rt-users] RT3: LookupExternalUserInfo from LDAP? Message-ID: <20040310220350.GY21385@chaka.net> Has anyone implemented LookupExternalUserInfo from LDAP for RT3. I'm already authenticating RT3 against LDAP but I have to create the accounts by hand. Thanks! -Todd From stewart.james at vu.edu.au Wed Mar 10 18:00:16 2004 From: stewart.james at vu.edu.au (Stewart James) Date: Thu, 11 Mar 2004 10:00:16 +1100 Subject: [rt-users] RT3: LookupExternalUserInfo from LDAP? In-Reply-To: <20040310220350.GY21385@chaka.net> References: <20040310220350.GY21385@chaka.net> Message-ID: <1078959616.7918.25.camel@rave.its.vu.edu.au> Search through the archives. I did post something that pull the data in automatically. I seem to have misplaced it myself so I can't repost. Stewart On Thu, 2004-03-11 at 09:03, Todd Chapman wrote: > Has anyone implemented LookupExternalUserInfo from > LDAP for RT3. I'm already authenticating RT3 against > LDAP but I have to create the accounts by hand. > > Thanks! > > -Todd > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Wed Mar 10 17:32:32 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 10 Mar 2004 17:32:32 -0500 Subject: [rt-users] RT3: LookupExternalUserInfo from LDAP? In-Reply-To: <1078959616.7918.25.camel@rave.its.vu.edu.au> References: <20040310220350.GY21385@chaka.net> <1078959616.7918.25.camel@rave.its.vu.edu.au> Message-ID: <20040310223232.GA21385@chaka.net> Thanks. For future search results: http://lists.fsck.com/pipermail/rt-users/2003-March/012601.html LookupExternalUserInfo LDAP Create User From ZalafR at Leadingedgegroup.com.au Wed Mar 10 18:51:31 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Thu, 11 Mar 2004 10:51:31 +1100 Subject: [rt-users] Error in 3.0.9 Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C281C8@legsydms01.leadingedgegroup.com.au> I have updated to rt-3.0.9 and have perl 5.8.3 and have updated DBIx::SearchBuilder and still get error: Can't locate object method "Columns" via package "RT::Attachments" at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. context: ... 62: my %documents; 63: my $transactions = $Ticket->Transactions(); 64: while (my $trans = $transactions->Next()) { 65: my $attachments = $trans->Attachments(); 66: $attachments->Columns( qw( Id Filename ContentType Headers Subject Parent ContentEncoding ContentType TransactionId) ); 67: $attachments->Limit(FIELD => 'Filename', OPERATOR => 'IS NOT', VALUE => 'NULL', QUOTEVALUE => 0, ENTRYAGGREGATOR => 'AND'); 68: $attachments->Limit(FIELD => 'Filename', OPERATOR => '!=', VALUE => '', ENTRYAGGREGATOR => 'AND'); 69: while (my $attach = $attachments->Next()) { 70: next unless ($attach->Filename()); ... code stack: /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66 /opt/rt3/share/html/Ticket/Elements/ShowSummary:68 /opt/rt3/share/html/Ticket/Display.html:33 /opt/rt3/share/html/autohandler:195 cpan> install DBIx::SearchBuilder DBIx::SearchBuilder is up to date. And have also tried updating from the tar.gz from cpan.org.. Still no go . Any help please? -----Original Message----- From: Todd Chapman [mailto:rt at chaka.net] Sent: Tuesday, March 09, 2004 12:53 AM To: Rick Ellis Cc: rt list Subject: Re: [rt-users] Error in 3.0.9 Upgrade DBIx::SearchBuilder. -Todd On Mon, Mar 08, 2004 at 01:42:08PM +0000, Rick Ellis wrote: > Recently upgraded from 3.0.8 to 3.0.9 on our dev box, including perl > upgrade and now seeing this error. > error: Can't locate object method "Columns" via package > "RT::Attachments" at > /opt/rt3/share/html/Ticket/Elements/ShowAttachments > line 66. > context: > ... > > 62: > my %documents; > 63: > my $transactions = > $Ticket->Transactions(); > 64: > while (my $trans = > $transactions->Next()) { > 65: > my $attachments = > $trans->Attachments(); > 66: > $attachments->Columns( qw( Id > Filename ContentType Headers Subject > Parent ContentEncoding ContentType > TransactionId) ); > 67: > $attachments->Limit(FIELD => > 'Filename', OPERATOR => 'IS NOT', > VALUE => 'NULL', QUOTEVALUE => 0, > ENTRYAGGREGATOR => 'AND'); > 68: > $attachments->Limit(FIELD => > 'Filename', OPERATOR => '!=', VALUE > => '', ENTRYAGGREGATOR => 'AND'); > 69: > while (my $attach = > $attachments->Next()) { > 70: > next unless ($attach->Filename()); > ... > > code stack: /opt/rt3/share/html/Ticket/Elements/ShowAttachments:66 > /opt/rt3/share/html/Ticket/Elements/ShowSummary:68 > /opt/rt3/share/html/Ticket/Display.html:33 > /opt/rt3/share/html/autohandler:195 > > Anyone any ideas where to look. ShowAttachments is the default > unmoderated file from the distro. > > > -- > Rick Ellis > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 pdh at bestpractical.com Thu Mar 11 00:50:06 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 11 Mar 2004 15:50:06 +1000 Subject: [rt-users] Error in 3.0.9 In-Reply-To: <5237E8DD31703E4B8F18DE416229C8C0C281C8@legsydms01.leadingedgegroup.com.au> References: <5237E8DD31703E4B8F18DE416229C8C0C281C8@legsydms01.leadingedgegroup.com.au> Message-ID: <20040311055006.GW915@bne.snapgear.com> Rabbie Zalaf wrote: > error: Can't locate object method "Columns" via package "RT::Attachments" > at /opt/rt3/share/html/Ticket/Elements/ShowAttachments line 66. > > cpan> install DBIx::SearchBuilder > DBIx::SearchBuilder is up to date. > > And have also tried updating from the tar.gz from cpan.org.. Still no go . Maybe your CPAN mirror is lagging? What version do you have? Does "make testdeps" shed any light? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Richard.Ellis at Sun.COM Thu Mar 11 03:18:08 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Thu, 11 Mar 2004 08:18:08 +0000 Subject: [rt-users] SQL problems Message-ID: <1078993087.53178.11.camel@sr-egmp02-02> Hi Guys, While trying to track down why emails were not triggering ticket creation in rt3.0.9 on Solaris 8, I used mysqladmin 4.0.18-max to shutdown the database. on restart, the server exited. Examining the logs, their was a table inconsistency logged against the RT database. I then restored it from the previous night backup and tried again. Now it starts to come up, then exits with signal 11, usually at 99% 040311 00:00:44 mysqld started 040311 0:00:45 InnoDB: Starting an apply batch of log records to the database... InnoDB: Progress in percents: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 mysqld got signal 11; This could be because you hit a bug. It is also possible that this binary or one of the libraries it was linked against is corrupt, improperly built, or misconfigured. This error can also be caused by malfunctioning hardware. We will try our best to scrape up some info that will hopefully help diagnose the problem, but since we have already crashed, something is definitely wrong and this may fail. key_buffer_size=67108864 read_buffer_size=131072 max_used_connections=0 max_connections=200 threads_connected=0 It is possible that mysqld could use up to key_buffer_size + (read_buffer_size + sort_buffer_size)*max_connections = 193534 K Anyone any ideas? Thanks Rik -- Rick Ellis From Samuel.Senoner at eurac.edu Thu Mar 11 04:03:59 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Thu, 11 Mar 2004 10:03:59 +0100 Subject: [rt-users] RT3: LookupExternalUserInfo from LDAP? Message-ID: <8ABC35686C73554691F3481C4023BE5E012B7414@abz01be.eurac.edu> If you have time could you also give a look to: http://lists.fsck.com/pipermail/rt-devel/2003-September/004809.html It's my doc, strangely it's not found in an archive search using dig.. This is how I use it, there is also a diff for autohandler, so an account is created also on login to the web interface. This was made for 3.0.4 and don't think it would work anymore, because there has been some changes on autohandler. It whould be interesting to rewise it all and post it to the wiki. Thanks Samuel From hwagener at hamburg.fcb.com Thu Mar 11 04:55:33 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 11 Mar 2004 10:55:33 +0100 Subject: [rt-users] Re: [rt-devel] Open large attachements In-Reply-To: References: Message-ID: <3CEFFF72-7342-11D8-92A7-003065DC18B8@hamburg.fcb.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Am 11.03.2004 um 10:09 schrieb Hilde Therese Lauvset: > Hi, > > How? can we open large documents sent by mail in RT? > We tried to open a PDF document of ?91K but the data could not be > present. > We need to know more about Your setup, as there are several ways this can happen. Common data needed to assess Your situation are: - - which os/distribution? - - which webserver/version? - - mod_perl or fastscgi? - which version of the above? - what does the webserver configuration look like? - - which version of perl? - - which database backend and version? - what does the database backend configuration look like? - - which mail server software (and version)? - - which version of RT? - what's in RT_SiteConfig.pm? (don't forget to hide any passwords in there!) - - has this worked before and broke by changing one or more of the components above? - if yes, which components were changed in what manner? - - is this a general error, or is it only under specific circumstances? (in Your case: does it break all big files, or only PDFs?) - - can the error be limited to hard numbers? (in Your case: What is the maximum size of a file that does not break?) Regards, Harald -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQFAUDehLK0d0a+RTy8RAlHYAJ4ljeOC4aC40SX82Y0e3xrWkotXkgCeNygc IYX6fOxnC9P4+LW+aWKVKj0= =QkuF -----END PGP SIGNATURE----- From hans at nathue.dk Thu Mar 11 05:13:09 2004 From: hans at nathue.dk (Hans Joergensen) Date: Thu, 11 Mar 2004 11:13:09 +0100 Subject: [rt-users] RT perl error in maildelivery. Message-ID: <20040311101309.GE16530@enterprise-server.dk> Hello, Just installed perl v5.8.3 "built for i386-linux-thread-multi" from Debian Testing, trying to make international characters work.. But, now I get this error in the mail.log: postfix/local[8880]: 42C9DF4D4: to=, relay=local, delay=140780, status=deferred (temporary failure. Command out put: Connecting to https://rt.domain.dk/REST/1.0/NoAuth/mail-gateway at /opt/rt/bin/rt-mailgate line 444, <> chunk 1. Can't use string ("SessionType") as a HASH ref while "strict refs" in use at /opt/rt/lib/RT/Interface/Email.pm line 400. Stack: [/opt/rt/lib/RT/Interface/Email.pm:400] [/opt/rt/share/html/REST/1.0/NoA uth/mail-gateway:31] [/opt/rt/share/html/REST/1.0/autohandler:30] [/opt/rt/share/html/autohandler:70] RT server error. The RT server which handled your email did not behave as expected. It said: Can't use string ("SessionType") as a HASH ref while "strict refs" in use at /opt/rt/lib/RT/Interface/Email.pm line 400. Stack: [/opt/rt/lib/RT/Interface/Email.pm:400] [/opt/rt/share/html/REST/1.0/NoAuth/mail-gateway:31] [/opt/rt/share/html/REST/1.0/autohandler:30] [/opt/r t/share/html/autohandler:70] ) Any suggestions ? // Hans From bauer at dmsb.de Thu Mar 11 06:38:57 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Thu, 11 Mar 2004 12:38:57 +0100 Subject: [rt-users] getting the current open database handle Message-ID: <7A89E0296B649C4AAFD251222B14929050250D@dmsbsrv1.intranet.dmsb.de> Hi, I just started to work myself into RT and especially DBIx::SearchBuilder which gives me a headach atm. What modules do I need and how can I access the current opened database handle of RT in a completely new module? I tried to get some samples out of the running systems, but the overview of the inheritance needs some time to get into my brain *zzzz* thx for any hints and answers cheers -fe -------------- next part -------------- An HTML attachment was scrubbed... URL: From JDiaz at esabel.net Thu Mar 11 07:40:55 2004 From: JDiaz at esabel.net (Jaime Diaz) Date: Thu, 11 Mar 2004 09:40:55 -0300 Subject: [rt-users] SQL problems Message-ID: Have you tried with an older backup? -----Original Message----- From: Rick Ellis [mailto:Richard.Ellis at Sun.COM] Sent: Jueves, 11 de Marzo de 2004 05:18 a.m. To: rt list Subject: [rt-users] SQL problems Hi Guys, While trying to track down why emails were not triggering ticket creation in rt3.0.9 on Solaris 8, I used mysqladmin 4.0.18-max to shutdown the database. on restart, the server exited. Examining the logs, their was a table inconsistency logged against the RT database. I then restored it from the previous night backup and tried again. Now it starts to come up, then exits with signal 11, usually at 99% 040311 00:00:44 mysqld started 040311 0:00:45 InnoDB: Starting an apply batch of log records to the database... InnoDB: Progress in percents: 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 mysqld got signal 11; This could be because you hit a bug. It is also possible that this binary or one of the libraries it was linked against is corrupt, improperly built, or misconfigured. This error can also be caused by malfunctioning hardware. We will try our best to scrape up some info that will hopefully help diagnose the problem, but since we have already crashed, something is definitely wrong and this may fail. key_buffer_size=67108864 read_buffer_size=131072 max_used_connections=0 max_connections=200 threads_connected=0 It is possible that mysqld could use up to key_buffer_size + (read_buffer_size + sort_buffer_size)*max_connections = 193534 K Anyone any ideas? Thanks Rik -- Rick Ellis _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 smendes at systemsfusion.com Thu Mar 11 08:27:12 2004 From: smendes at systemsfusion.com (Sandro Mendes) Date: Thu, 11 Mar 2004 15:27:12 +0200 Subject: [rt-users] User Permissions Message-ID: <40506930.00001E.00576@killerbunny.dev.sa.sysfusion.net> Hi, Is there anyway of configuring RT so that users, of a particular group, that login can only see tickets they have created? Extending to this ... is it possible for a particular user to only see tickets created by users of his group? I've been playing with the group permission and user permission but have been unsuccessful in geting this right. Regards Sandro Mendes -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: IMSTP.gif Type: image/gif Size: 494 bytes Desc: not available URL: From pwagland at allshare.nl Thu Mar 11 09:19:32 2004 From: pwagland at allshare.nl (Paul Wagland) Date: Thu, 11 Mar 2004 15:19:32 +0100 Subject: [rt-users] using SOAP with RT? In-Reply-To: <69F1436AA435D7118EE1009027B0FF3A0B21F22C@caemsx02.cae.ca> References: <69F1436AA435D7118EE1009027B0FF3A0B21F22C@caemsx02.cae.ca> Message-ID: <1079014772.2759.254.camel@paulw-desktop.allshare.nl> Does this by any chance have to do with some form of Ant integration? Cheers, Paul On Wed, 2004-03-10 at 19:40, Scott Hebert wrote: > Thanks for the info Jesse, > > What would be your recommendation if we want to have a java application > communicate to RT to set custom fields for a particular ticket? > > Thanks, > > SH > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, March 10, 2004 1:31 PM > To: Scott Hebert > Cc: rt > Subject: Re: [rt-users] using SOAP with RT? > > > On Mar 10, 2004, at 12:39 PM, Scott Hebert wrote: > > > Hi, > > > > I posted a message a while back about "RT / SOAP / XML-RPC". > > > > As a follow-up, I was wondering if anyone currently on this list is > > using SOAP to communicate with RT? > > > > Is anyone using Jesse's beta/preview version of the rt-soap-server? If > > so, how are you using it? Would you have any examples? > > > > For what it's worth, we recommend against using the SOAP server in > production. We found perl's SOAP libraries to be far too brittle to > rely upon. > > Best, > Jesse > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Paul Wagland All Media Banking BV Tel: +31 (23) 7503 715 Fax: +31 (23) 7503 799 From tycho.fruru at conostix.com Thu Mar 11 09:21:25 2004 From: tycho.fruru at conostix.com (Tycho Fruru) Date: Thu, 11 Mar 2004 15:21:25 +0100 (CET) Subject: [rt-users] RT 3 - not all tickets always shown Message-ID: Hello, I'm seeing strange things at least with RT3.0.8 and 3.0.9. I created a component in my local Elements directory which tabulates all new/open but unowned tickets. Here is a snippet : ----- my $MyTickets; $MyTickets = new RT::Tickets ($session{'CurrentUser'}); # # $MyTickets->LimitQueue(VALUE => "MyQueue"); # $MyTickets->LimitOwner(VALUE => "Nobody"); $MyTickets->LimitStatus(VALUE => "open"); $MyTickets->LimitStatus(VALUE => "new"); $MyTickets->RowsPerPage($rows); $MyTickets->OrderBy(FIELD => 'Id', ORDER => 'DESC'); etc... ----- The system has lots of different queues but the current user can only see one queue. If I add the LimitQueue statement (naming the queue where I have access to), the correct result is shown. Without LimitQueue, the results are unpredictable (some tickets show up, some don't, but all are unowned new/open tickets in MyQueue). Does anybody know what's happening here (or what I'm doing wrong ? :-) Cheers, Tycho From jrooks at ocic.k12.ok.us Thu Mar 11 10:25:14 2004 From: jrooks at ocic.k12.ok.us (Jeremy Rooks) Date: Thu, 11 Mar 2004 09:25:14 -0600 Subject: [rt-users] System Requirements Message-ID: We are currently running RT on a PowerPC G4 450MHz/100MHz FSB/256MB/30GB. There are only 3 people who use this software. When just one of us tries to go to the webpage it takes up to 10 seconds for the page to load. Nearly every page we go to takes this long. We have a full T1 everywhere. Can anyone tell me why we are getting these delays. Is this normal? If we upgrade to a dual processor G4 Xserve, will we see an improvement? Thanks in advance. Jeremy Rooks "You need not ask a man the type of computer he uses. If its a Mac, he will tell you. If its not, why embarrass him?? From ernest at afrinic.org Thu Mar 11 10:33:11 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 11 Mar 2004 17:33:11 +0200 Subject: [rt-users] www::mechanize module ? Message-ID: <01d901c4077e$2c7f9910$bd134092@nesto> hi all! what is the module WWW::Mechanise used for in RT? do i really need it ? cheers, --- Ernest M. Byaruhanga, AfriNIC, Technical Operations. http://www.afrinic.net --- Ernest M. Byaruhanga, AfriNIC, Technical Operations. http://www.afrinic.net From andy at petdance.com Thu Mar 11 10:35:27 2004 From: andy at petdance.com (Andy Lester) Date: Thu, 11 Mar 2004 09:35:27 -0600 Subject: [rt-users] www::mechanize module ? In-Reply-To: <01d901c4077e$2c7f9910$bd134092@nesto> References: <01d901c4077e$2c7f9910$bd134092@nesto> Message-ID: <20040311153527.GA12276@petdance.com> > what is the module WWW::Mechanise used for in RT? I'm pretty sure it's only for development testing. xoa -- Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance From seph at directionless.org Thu Mar 11 11:05:32 2004 From: seph at directionless.org (seph) Date: Thu, 11 Mar 2004 11:05:32 -0500 Subject: [rt-users] Re: System Requirements In-Reply-To: (Jeremy Rooks's message of "Thu, 11 Mar 2004 09:25:14 -0600") References: Message-ID: > We are currently running RT on a PowerPC G4 450MHz/100MHz FSB/256MB/30GB. > There are only 3 people who use this software. When just one of us tries to > go to the webpage it takes up to 10 seconds for the page to load. Nearly > every page we go to takes this long. We have a full T1 everywhere. what rt version? what database? what database settings? seph From jrooks at ocic.k12.ok.us Thu Mar 11 11:24:51 2004 From: jrooks at ocic.k12.ok.us (Jeremy Rooks) Date: Thu, 11 Mar 2004 10:24:51 -0600 Subject: [rt-users] Re: System Requirements In-Reply-To: Message-ID: RT version 3.0.6. MySQL version 4.0.15 Standard I'm not sure what database settings you are needing? Jeremy > From: seph > Reply-To: rt-users at lists.fsck.com > Date: Thu, 11 Mar 2004 11:05:32 -0500 > To: Jeremy Rooks > Cc: rt-users at lists.bestpractical.com, Tony Griffin > Subject: [rt-users] Re: System Requirements > >> We are currently running RT on a PowerPC G4 450MHz/100MHz FSB/256MB/30GB. >> There are only 3 people who use this software. When just one of us tries to >> go to the webpage it takes up to 10 seconds for the page to load. Nearly >> every page we go to takes this long. We have a full T1 everywhere. > > what rt version? what database? what database settings? > > 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 scott at cae.com Thu Mar 11 11:26:48 2004 From: scott at cae.com (Scott Hebert) Date: Thu, 11 Mar 2004 11:26:48 -0500 Subject: [rt-users] using SOAP with RT? Message-ID: <69F1436AA435D7118EE1009027B0FF3A0B21F370@caemsx02.cae.ca> Actually it has to do with StarTeam Change Requests. You can customize these Change Requests using a Java Form. I must update RT Tickets based on changes to a particular Change Request. Essentially, I wanted a standard way to exchange data between these two applications via HTTP. I thought SOAP was the way to go, but Jesse has suggested I look into making use of RT's REST api. Thanks SH -----Original Message----- From: Paul Wagland [mailto:pwagland at allshare.nl] Sent: Thursday, March 11, 2004 9:20 AM To: Scott Hebert Cc: rt Subject: RE: [rt-users] using SOAP with RT? Does this by any chance have to do with some form of Ant integration? Cheers, Paul On Wed, 2004-03-10 at 19:40, Scott Hebert wrote: > Thanks for the info Jesse, > > What would be your recommendation if we want to have a java application > communicate to RT to set custom fields for a particular ticket? > > Thanks, > > SH > > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Wednesday, March 10, 2004 1:31 PM > To: Scott Hebert > Cc: rt > Subject: Re: [rt-users] using SOAP with RT? > > > On Mar 10, 2004, at 12:39 PM, Scott Hebert wrote: > > > Hi, > > > > I posted a message a while back about "RT / SOAP / XML-RPC". > > > > As a follow-up, I was wondering if anyone currently on this list is > > using SOAP to communicate with RT? > > > > Is anyone using Jesse's beta/preview version of the rt-soap-server? If > > so, how are you using it? Would you have any examples? > > > > For what it's worth, we recommend against using the SOAP server in > production. We found perl's SOAP libraries to be far too brittle to > rely upon. > > Best, > Jesse > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Paul Wagland All Media Banking BV Tel: +31 (23) 7503 715 Fax: +31 (23) 7503 799 From tom at redpepperracing.com Thu Mar 11 11:41:48 2004 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 11 Mar 2004 11:41:48 -0500 Subject: [rt-users] SQL problems In-Reply-To: <1078993087.53178.11.camel@sr-egmp02-02> References: <1078993087.53178.11.camel@sr-egmp02-02> Message-ID: <405096CC.4010709@redpepperracing.com> Rick Ellis wrote: > Hi Guys, > > While trying to track down why emails were not triggering ticket > creation in rt3.0.9 on Solaris 8, I used mysqladmin 4.0.18-max to > shutdown the database. > > on restart, the server exited. Examining the logs, their was a table > inconsistency logged against the RT database. I then restored it from > the previous night backup and tried again. > I had an issue similar to that two weeks ago. I seem to recall having to delete the following files from /usr/local/mysql/data/: ib_arch_log_0000000000 ibdata1 ib_logfile0 ib_logfile1 I moved them first, then restarted and they were recreated. Might be related to your problem? Tom From kpietri at nvps.net Thu Mar 11 12:11:59 2004 From: kpietri at nvps.net (Karl Pietri) Date: Thu, 11 Mar 2004 12:11:59 -0500 Subject: [rt-users] System Requirements References: Message-ID: <028701c4078b$f7251e30$0202010a@hslantech> I would personally give the ram a boost. i was running on a 400mhz dell linux box and we had same problem with 256 upgraded to 512 and its running like a champ. -Karl Pietri ----- Original Message ----- From: "Jeremy Rooks" To: Cc: "Tony Griffin" Sent: Thursday, March 11, 2004 10:25 AM Subject: [rt-users] System Requirements We are currently running RT on a PowerPC G4 450MHz/100MHz FSB/256MB/30GB. There are only 3 people who use this software. When just one of us tries to go to the webpage it takes up to 10 seconds for the page to load. Nearly every page we go to takes this long. We have a full T1 everywhere. Can anyone tell me why we are getting these delays. Is this normal? If we upgrade to a dual processor G4 Xserve, will we see an improvement? Thanks in advance. Jeremy Rooks "You need not ask a man the type of computer he uses. If its a Mac, he will tell you. If its not, why embarrass him?? _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 hwagener at hamburg.fcb.com Thu Mar 11 12:30:42 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 11 Mar 2004 18:30:42 +0100 Subject: [rt-users] Re: System Requirements In-Reply-To: References: Message-ID: Am 11.03.2004 um 17:24 schrieb Jeremy Rooks: > RT version 3.0.6. RT version 3.0.7 to 3.0.9 have seen many improvements regarding speed, so if possible, You should use the latest version. > MySQL version 4.0.15 Standard IIRC 4.0.18 is also needed for some important MySQL bugfixes. > I'm not sure what database settings you are needing? which perl version do You use (not normally important for performance, but may be related). Regards, Harald From cdriscoll at cfutilities.com Thu Mar 11 12:36:30 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Thu, 11 Mar 2004 11:36:30 -0600 Subject: [rt-users] attachment issues Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292AC@cfu11.cfu.local> Hello, We are running RT 3.0.7_1 with Perl 5.8.0. The problem we are having is when users attach files to the emails into our RT system. The attachments will show up in the ticket with the correct file name and extension, but when trying to open it we get an error like the following: "[filename] cannot be accessed. The file may be read-only or you could be accessing a read-only location......" We have a database server that is running mysql 3.23.54a. Does anyone have an idea of what could be causing this or what I could look at to try and fix it? Any help is appreciated. -- Thanks, Curt -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-users at chagres.net Thu Mar 11 12:45:00 2004 From: rt-users at chagres.net (rt-users at chagres.net) Date: Thu, 11 Mar 2004 10:45:00 -0700 Subject: [rt-users] 3.0.9 Continued performance issues Message-ID: <20040311104500.A53306@alderaan.chagres.net> RT 3.0.9 Perl 5.8.3 Apache 1.3.29 mod_perl1 MySQL 4.0.15 Total number of tickets, 130 Total number of users, 15 The SQL database was test loaded with 67 million rows and had several complicated join/select statments against it, with the returning row count exceeding 50,000 rows. total time was less than 30 seconds. smaller queries all return in less than 1 sec. so I don't think this is a db server issue. Problem: It can take 5 to 20 seconds for a ticket to be displayed. Users find the slugish response to be reason not to use the system. Tickets with a long thread of replys take much longer to come up. I'd like to get some solid replys instead of "Go Read teh FAQ", which I've done with no improvement to the system. There are no images being served, yada yada..... john brown From rick.rezinas at qsent.com Thu Mar 11 12:55:48 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Thu, 11 Mar 2004 09:55:48 -0800 Subject: [rt-users] 3.0.9 Continued performance issues In-Reply-To: <20040311104500.A53306@alderaan.chagres.net> References: <20040311104500.A53306@alderaan.chagres.net> Message-ID: <20040311175548.GF12271@yeti.qsent.com> Two things that I'm doing to increase performance: serve images (yeah, I only have one too!) from a separate server, and only displaying 1st and last ticket actions by default so that one needs to go to History to view the History. It's still not lightning fast, but I saw improvements with these. The first was from the FAQ, and the second from the list, don't recall who, but thanks! Also, on the list someone mentioned that you can serve the image from the same virtual but separately, but I didn't implement. rick -- Rick Rezinas Unix Systems Administrator Qsent, Inc. When Gladstone was British Prime Minister he visited Michael Faraday's laboratory and asked if some esoteric substance called `Electricity' would ever have practical significance. "One day, sir, you will tax it," was the answer. -- Science, 1994 From seph at directionless.org Thu Mar 11 12:57:01 2004 From: seph at directionless.org (seph) Date: Thu, 11 Mar 2004 12:57:01 -0500 Subject: [rt-users] Re: System Requirements In-Reply-To: (Jeremy Rooks's message of "Thu, 11 Mar 2004 10:24:51 -0600") References: Message-ID: > RT version 3.0.6. > MySQL version 4.0.15 Standard > > I'm not sure what database settings you are needing? are you using innodb? seph From rt at chaka.net Thu Mar 11 12:58:55 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 11 Mar 2004 12:58:55 -0500 Subject: [rt-users] ShowTickets permissions problem. Message-ID: <20040311175855.GC21385@chaka.net> I have a user, call him Bob, who is a member of an RT3 group called Admins. A ticket is created in which the Admins group is an AdminCc watcher. I set up the Global group rights for the AdminCc role to include: CommentOnTicket DelegateRights OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments StealTicket TakeTicket But Bob can't even see the ticket. If I make Bob and AdminCc to the ticket directly (not as a member of the Admin group) Bob can see the ticket just fine. Can anyone suggest what I might be doing wrong? Thanks! -Todd From rroff at stny.rr.com Thu Mar 11 14:44:14 2004 From: rroff at stny.rr.com (Russ Roff) Date: Thu, 11 Mar 2004 14:44:14 -0500 Subject: Memory Leak ? Re: [rt-users] System Requirements References: <028701c4078b$f7251e30$0202010a@hslantech> Message-ID: <002601c407a1$3bdec200$2c36eda5@RUSSROFF> I've been suffering performance problems with 3.0.9 also, on a fresh install. Admittedly, my box is not well stocked. I've only got 256 MB of RAM. This will have to change before I go live. I'm using MySQL 4.0.17 standard, Perl 5.8.3, Apache 1.3.29, mod_perl 1.29, Solaris 8 and all required versions of libraries to build RT3.0.9 I did some playing around and I'm confused by what I see. It appears somewhere there might be a memory leak of some sort or another. The box I'm testing on has 1 user accessing RT - me. There are 2 queues, with 2 total tickets. Nothing else runs on this box. I bounced the box to verify I'm starting fresh. Here are the memory numbers I see. Start - Apache running, 6 httpd processes, all 21.9 MB. 144 MB free RAM, 401 MB free SWAP. Logged into RT (just opened home page, no tickets) - 72 MB free RAM, 395 MB free SWAP Open ticket #1, which has a 1 MB attachment and 20KB of text - 49 MB free RAM, 395 MB free SWAP Jumped to ticket #2, which has no attachments and 5KB of text - 33 MB free RAM, 395 MB free SWAP Logged out of RT/Closed Browser - 30 MB free RAM, 395 MB free SWAP. I let the system "rest" for about 2 minutes between each of these activities so that I knew all processes had finished their work. Bounced Apache - back to 143 MB free RAM, 399 MB free SWAP. mysqld, by way, was pretty much stable at 36 MB with the exception of spikes during ticket loads. I don't know where the memory is going, but it's beginning to bother me. Any ideas? ----- Original Message ----- From: "Karl Pietri" To: "Jeremy Rooks" ; Cc: "Tony Griffin" Sent: Thursday, March 11, 2004 12:11 PM Subject: Re: [rt-users] System Requirements > I would personally give the ram a boost. i was running on a 400mhz dell > linux box and we had same problem with 256 upgraded to 512 and its running > like a champ. > > -Karl Pietri > ----- Original Message ----- > From: "Jeremy Rooks" > To: > Cc: "Tony Griffin" > Sent: Thursday, March 11, 2004 10:25 AM > Subject: [rt-users] System Requirements > > > We are currently running RT on a PowerPC G4 450MHz/100MHz FSB/256MB/30GB. > There are only 3 people who use this software. When just one of us tries to > go to the webpage it takes up to 10 seconds for the page to load. Nearly > every page we go to takes this long. We have a full T1 everywhere. > > Can anyone tell me why we are getting these delays. Is this normal? If we > upgrade to a dual processor G4 Xserve, will we see an improvement? > > Thanks in advance. > > Jeremy Rooks > > "You need not ask a man the type of computer he uses. If its a Mac, he will > tell you. If its not, why embarrass him?? > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 cdriscoll at cfutilities.com Thu Mar 11 17:30:59 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Thu, 11 Mar 2004 16:30:59 -0600 Subject: [rt-users] attachment issues Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292C2@cfu11.cfu.local> Also, this isn't in the documentation that I could find, but is it not possible to attach files that aren't rich text? Like an excel or word document? I attached a regular text file and it worked fine. Wondering if anyone else has seen this before or has an answer. -- Thanks, Curt ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Curt Driscoll Sent: Thursday, March 11, 2004 11:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] attachment issues Hello, We are running RT 3.0.7_1 with Perl 5.8.0. The problem we are having is when users attach files to the emails into our RT system. The attachments will show up in the ticket with the correct file name and extension, but when trying to open it we get an error like the following: "[filename] cannot be accessed. The file may be read-only or you could be accessing a read-only location......" We have a database server that is running mysql 3.23.54a. Does anyone have an idea of what could be causing this or what I could look at to try and fix it? Any help is appreciated. -- Thanks, Curt -------------- next part -------------- An HTML attachment was scrubbed... URL: From ZalafR at Leadingedgegroup.com.au Thu Mar 11 17:37:37 2004 From: ZalafR at Leadingedgegroup.com.au (Rabbie Zalaf) Date: Fri, 12 Mar 2004 09:37:37 +1100 Subject: [rt-users] attachment issues Message-ID: <5237E8DD31703E4B8F18DE416229C8C0C281D8@legsydms01.leadingedgegroup.com.au> Hi Curt, They say that you should upgrade to rt 3.0.9 and perl 5.8.3 to fix this attachment problem. Good luck though.. Its not easy and you'll probably need to install DBIx::Searchbuilder-0.9.7. Regards, Rabbie. -----Original Message----- From: Curt Driscoll [mailto:cdriscoll at cfutilities.com] Sent: Friday, March 12, 2004 9:31 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] attachment issues Also, this isn't in the documentation that I could find, but is it not possible to attach files that aren't rich text? Like an excel or word document? I attached a regular text file and it worked fine. Wondering if anyone else has seen this before or has an answer. -- Thanks, Curt _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Curt Driscoll Sent: Thursday, March 11, 2004 11:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] attachment issues Hello, We are running RT 3.0.7_1 with Perl 5.8.0. The problem we are having is when users attach files to the emails into our RT system. The attachments will show up in the ticket with the correct file name and extension, but when trying to open it we get an error like the following: "[filename] cannot be accessed. The file may be read-only or you could be accessing a read-only location......" We have a database server that is running mysql 3.23.54a. Does anyone have an idea of what could be causing this or what I could look at to try and fix it? Any help is appreciated. -- Thanks, Curt -------------- next part -------------- An HTML attachment was scrubbed... URL: From benb at theriver.com Thu Mar 11 17:44:37 2004 From: benb at theriver.com (Ben Browning) Date: Thu, 11 Mar 2004 14:44:37 -0800 Subject: [rt-users] rt2-to-rt3 problems Message-ID: <5.1.0.14.2.20040311131255.02d02978@127.0.0.1> Hi all, I am migrating an RT2.0.14 instance (MySQL apache1x mod_perl) to another box. In the process, I am upping it to RT3.0.9(MySQL, Apache1x, fastcgi) The current DB has a bit under 600,000 tickets in it. Many of these are "dead" and have been deleted via Steve Poirier's deletedeadtickets script. I ran rt-2.0-to-dumpfile (1.23) once and received "Terminated" after 20 minutes of chugging along. No files were written to the main export dir except for a tickets-0 dir. After I upped the $export_dir_limit to an obscene amount, I got around 40 minutes of fun before I segfaulted MySQL. For most of this time, MySQL was chewing through *all* the physical and swap memory on the box(1g actual 2g swap). Pretty impressive for a 1.6gig DB. What am I doing wrong? Is there any way I can do this in small chunks or get meaningful debug output from the script? ~Ben --- Ben Browning The River Internet Access Co. WA Operations Manager 1-877-88-RIVER http://www.theriver.com From dimitry.faynerman at hypermediasystems.com Thu Mar 11 17:53:37 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Thu, 11 Mar 2004 14:53:37 -0800 Subject: [rt-users] share/html/Elements vs. var/mason_data/obj/standard/Elements Message-ID: <000001c407bb$b3f6ef00$3001140a@DimitryFaynerman> Hello, I need to change some RT templates. I wonder which of the two directories is the best place to do that. Also, can anybody clarify why we have these two similar directories. In my understanding, files in the var/mason_data/obj/standard/Elements are created by scripts from share/html/Elements, is that correct? If so, what stage they are being created on? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Thu Mar 11 17:21:50 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 11 Mar 2004 17:21:50 -0500 Subject: [rt-users] share/html/Elements vs. var/mason_data/obj/standard/Elements In-Reply-To: <000001c407bb$b3f6ef00$3001140a@DimitryFaynerman> References: <000001c407bb$b3f6ef00$3001140a@DimitryFaynerman> Message-ID: <20040311222150.GD21385@chaka.net> var/mason_data/obj/ is stuff generated by Mason. I think you can just ignore it. If RT is stored in /opt/rt3: mkdir -p /opt/rt3/local/html/Elements cp /opt/rt3/share/html/Elements/MyElement /opt/rt3/local/html/Elements/MyElement Edit the local version. -Todd On Thu, Mar 11, 2004 at 02:53:37PM -0800, Dimitry Faynerman wrote: > Hello, > > I need to change some RT templates. I wonder which of the two > directories is the best place to do that. > Also, can anybody clarify why we have these two similar directories. In > my understanding, files in the > var/mason_data/obj/standard/Elements are created by scripts from > share/html/Elements, is that correct? > If so, what stage they are being created on? > > Thanks! > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From m-liebman at northwestern.edu Thu Mar 11 18:12:14 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 11 Mar 2004 18:12:14 -0500 Subject: [rt-users] share/html/Elements vs. var/mason_data/obj/standard/Elements In-Reply-To: <000001c407bb$b3f6ef00$3001140a@DimitryFaynerman> References: <000001c407bb$b3f6ef00$3001140a@DimitryFaynerman> Message-ID: <20040311231214.GA19010@SDF.LONESTAR.ORG> On Thu, Mar 11, 2004 at 02:53:37PM -0800, Dimitry Faynerman wrote: > Hello, > > I need to change some RT templates. I wonder which of the two > directories is the best place to do that. None of the above, use /path/to/rt3/local/html. > Also, can anybody clarify why we have these two similar directories. In > my understanding, files in the > var/mason_data/obj/standard/Elements are created by scripts from > share/html/Elements, is that correct? Sort of. They are created by HTML::Mason by combining the share/html and local/html overrides. See http://www.masonhq.com/docs/manual/Admin.html#object_files > If so, what stage they are being created on? When HTML::Mason detects a change in source files. 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 rt at chaka.net Thu Mar 11 17:27:30 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 11 Mar 2004 17:27:30 -0500 Subject: [rt-users] User Permissions In-Reply-To: <40506930.00001E.00576@killerbunny.dev.sa.sysfusion.net> References: <40506930.00001E.00576@killerbunny.dev.sa.sysfusion.net> Message-ID: <20040311222730.GE21385@chaka.net> Well I have an unanswered permissions question but I will try to answer yours. I am assuming your are using RT3. If all the tickets are in the same queue, make all members of the group AdminCC watchers for that queue. I would say to make the group itself an AdminCC watcher but currently that is not working for me. -Todd On Thu, Mar 11, 2004 at 03:27:12PM +0200, Sandro Mendes wrote: > Hi, > > Is there anyway of configuring RT so that users, of a particular group, that > login can only see tickets they have created? > > Extending to this ... is it possible for a particular user to only see > tickets created by users of his group? > > I've been playing with the group permission and user permission but have > been unsuccessful in geting this right. > > > Regards > Sandro Mendes > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From m.husband at leadup.com.au Thu Mar 11 18:34:23 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Fri, 12 Mar 2004 09:34:23 +1000 Subject: [rt-users] 3.0.9 Continued performance issues In-Reply-To: <20040311175548.GF12271@yeti.qsent.com> Message-ID: <002001c407c1$62f2ac10$8f90a8c0@internal.leadup.com.au> Glad to see a few people are helped by the mod I posted. Credit for the code goes to others, however. For those who missed it, see http://lists.fsck.com/pipermail/rt-users/2004-March/021394.html > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Rick > Rezinas > Sent: Friday, 12 March 2004 3:56 AM > To: rt-users at lists.fsck.com > Subject: Re: [rt-users] 3.0.9 Continued performance issues > > > Two things that I'm doing to increase performance: serve > images (yeah, I > only have one too!) from a separate server, and only > displaying 1st and > last ticket actions by default so that one needs to go to History to > view the History. It's still not lightning fast, but I saw > improvements > with these. > > The first was from the FAQ, and the second from the list, don't recall > who, but thanks! > > Also, on the list someone mentioned that you can serve the image from > the same virtual but separately, but I didn't implement. > > rick > > > -- > Rick Rezinas > Unix Systems Administrator > Qsent, Inc. > From andy at petdance.com Thu Mar 11 18:35:43 2004 From: andy at petdance.com (Andy Lester) Date: Thu, 11 Mar 2004 17:35:43 -0600 Subject: [rt-users] Severity codes Message-ID: <20040311233543.GA13032@petdance.com> I'm thinking of adding some sort of severity code to my RT3 install. We're tracking programming defects. Something like "Pick one or more of these effects": * User showstopper * User gets error message as noise, but life goes on * Throws crap in the error logs * Corrupts data * Makes sales reps call * Is bad code, but still works Anyone done something like this? What severities did you use? How did it work out for you? xoa -- Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance From jim.goss at privacyinc.com Thu Mar 11 18:41:58 2004 From: jim.goss at privacyinc.com (Jim Goss) Date: Thu, 11 Mar 2004 17:41:58 -0600 Subject: Memory Leak ? Re: [rt-users] System Requirements Message-ID: <01AC31836072264CB16F111175B9E7790D6B25@brandeis.PrivacyInc.Local> FWIW, I think I may be seeing this problem as well. In the last week or so I've noticed some serious slowing down of the system. At first, I considered the fact that I was ramping up the number of tickets in the system and was looking at bumping up my resources in the box. However, after coming to a crawl today, I bounced apache and when it restarted my swap space dropped like 200MB. Now, a few hours later and I notice that the used swap space is creeping back up again by about 50MB. Granted, I haven't yet done anything scientific, but thought I'd toss in some corroboration (for what it's worth). Thanks, Jim Goss Director of Network Operations Privacy, Inc. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Russ Roff > Sent: Thursday, March 11, 2004 1:44 PM > To: rt-users at lists.bestpractical.com > Subject: Memory Leak ? Re: [rt-users] System Requirements > > I've been suffering performance problems with 3.0.9 also, on a fresh > install. Admittedly, my box is not well stocked. I've only got 256 MB of > RAM. This will have to change before I go live. I'm using MySQL 4.0.17 > standard, Perl 5.8.3, Apache 1.3.29, mod_perl 1.29, Solaris 8 and all > required versions of libraries to build RT3.0.9 > > I did some playing around and I'm confused by what I see. It appears > somewhere there might be a memory leak of some sort or another. > > The box I'm testing on has 1 user accessing RT - me. There are 2 queues, > with 2 total tickets. Nothing else runs on this box. I bounced the box > to > verify I'm starting fresh. Here are the memory numbers I see. > > Start - Apache running, 6 httpd processes, all 21.9 MB. 144 MB free RAM, > 401 MB free SWAP. > > Logged into RT (just opened home page, no tickets) - 72 MB free RAM, 395 > MB > free SWAP > Open ticket #1, which has a 1 MB attachment and 20KB of text - 49 MB free > RAM, 395 MB free SWAP > Jumped to ticket #2, which has no attachments and 5KB of text - 33 MB free > RAM, 395 MB free SWAP > Logged out of RT/Closed Browser - 30 MB free RAM, 395 MB free SWAP. > > I let the system "rest" for about 2 minutes between each of these > activities > so that I knew all processes had finished their work. > > Bounced Apache - back to 143 MB free RAM, 399 MB free SWAP. mysqld, by > way, > was pretty much stable at 36 MB with the exception of spikes during ticket > loads. > > I don't know where the memory is going, but it's beginning to bother me. > Any ideas? > > ----- Original Message ----- > From: "Karl Pietri" > To: "Jeremy Rooks" ; > > Cc: "Tony Griffin" > Sent: Thursday, March 11, 2004 12:11 PM > Subject: Re: [rt-users] System Requirements > > > > I would personally give the ram a boost. i was running on a 400mhz dell > > linux box and we had same problem with 256 upgraded to 512 and its > running > > like a champ. > > > > -Karl Pietri > > ----- Original Message ----- > > From: "Jeremy Rooks" > > To: > > Cc: "Tony Griffin" > > Sent: Thursday, March 11, 2004 10:25 AM > > Subject: [rt-users] System Requirements > > > > > > We are currently running RT on a PowerPC G4 450MHz/100MHz > FSB/256MB/30GB. > > There are only 3 people who use this software. When just one of us > tries > to > > go to the webpage it takes up to 10 seconds for the page to load. > Nearly > > every page we go to takes this long. We have a full T1 everywhere. > > > > Can anyone tell me why we are getting these delays. Is this normal? If > we > > upgrade to a dual processor G4 Xserve, will we see an improvement? > > > > Thanks in advance. > > > > Jeremy Rooks > > > > "You need not ask a man the type of computer he uses. If its a Mac, he > will > > tell you. If its not, why embarrass him?? > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.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 jim.goss at privacyinc.com Thu Mar 11 18:44:16 2004 From: jim.goss at privacyinc.com (Jim Goss) Date: Thu, 11 Mar 2004 17:44:16 -0600 Subject: Memory Leak ? Re: [rt-users] System Requirements Message-ID: <01AC31836072264CB16F111175B9E7790D6B26@brandeis.PrivacyInc.Local> Side note: I am using RT 3.0.8... Thanks, Jim Goss Director of Network Operations Privacy, Inc. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Jim Goss > Sent: Thursday, March 11, 2004 5:42 PM > To: Russ Roff; rt-users at lists.bestpractical.com > Subject: RE: Memory Leak ? Re: [rt-users] System Requirements > > > FWIW, I think I may be seeing this problem as well. In the last week or > so I've noticed some serious slowing down of the system. At first, I > considered the fact that I was ramping up the number of tickets in the > system and was looking at bumping up my resources in the box. However, > after coming to a crawl today, I bounced apache and when it restarted my > swap space dropped like 200MB. Now, a few hours later and I notice that > the used swap space is creeping back up again by about 50MB. > > Granted, I haven't yet done anything scientific, but thought I'd toss in > some corroboration (for what it's worth). > > Thanks, > > Jim Goss > Director of Network Operations > Privacy, Inc. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Russ Roff > > Sent: Thursday, March 11, 2004 1:44 PM > > To: rt-users at lists.bestpractical.com > > Subject: Memory Leak ? Re: [rt-users] System Requirements > > > > I've been suffering performance problems with 3.0.9 also, on a fresh > > install. Admittedly, my box is not well stocked. I've only got 256 MB > of > > RAM. This will have to change before I go live. I'm using MySQL 4.0.17 > > standard, Perl 5.8.3, Apache 1.3.29, mod_perl 1.29, Solaris 8 and all > > required versions of libraries to build RT3.0.9 > > > > I did some playing around and I'm confused by what I see. It appears > > somewhere there might be a memory leak of some sort or another. > > > > The box I'm testing on has 1 user accessing RT - me. There are 2 > queues, > > with 2 total tickets. Nothing else runs on this box. I bounced the box > > to > > verify I'm starting fresh. Here are the memory numbers I see. > > > > Start - Apache running, 6 httpd processes, all 21.9 MB. 144 MB free > RAM, > > 401 MB free SWAP. > > > > Logged into RT (just opened home page, no tickets) - 72 MB free RAM, 395 > > MB > > free SWAP > > Open ticket #1, which has a 1 MB attachment and 20KB of text - 49 MB > free > > RAM, 395 MB free SWAP > > Jumped to ticket #2, which has no attachments and 5KB of text - 33 MB > free > > RAM, 395 MB free SWAP > > Logged out of RT/Closed Browser - 30 MB free RAM, 395 MB free SWAP. > > > > I let the system "rest" for about 2 minutes between each of these > > activities > > so that I knew all processes had finished their work. > > > > Bounced Apache - back to 143 MB free RAM, 399 MB free SWAP. mysqld, by > > way, > > was pretty much stable at 36 MB with the exception of spikes during > ticket > > loads. > > > > I don't know where the memory is going, but it's beginning to bother me. > > Any ideas? > > > > ----- Original Message ----- > > From: "Karl Pietri" > > To: "Jeremy Rooks" ; > > > > Cc: "Tony Griffin" > > Sent: Thursday, March 11, 2004 12:11 PM > > Subject: Re: [rt-users] System Requirements > > > > > > > I would personally give the ram a boost. i was running on a 400mhz > dell > > > linux box and we had same problem with 256 upgraded to 512 and its > > running > > > like a champ. > > > > > > -Karl Pietri > > > ----- Original Message ----- > > > From: "Jeremy Rooks" > > > To: > > > Cc: "Tony Griffin" > > > Sent: Thursday, March 11, 2004 10:25 AM > > > Subject: [rt-users] System Requirements > > > > > > > > > We are currently running RT on a PowerPC G4 450MHz/100MHz > > FSB/256MB/30GB. > > > There are only 3 people who use this software. When just one of us > > tries > > to > > > go to the webpage it takes up to 10 seconds for the page to load. > > Nearly > > > every page we go to takes this long. We have a full T1 everywhere. > > > > > > Can anyone tell me why we are getting these delays. Is this normal? > If > > we > > > upgrade to a dual processor G4 Xserve, will we see an improvement? > > > > > > Thanks in advance. > > > > > > Jeremy Rooks > > > > > > "You need not ask a man the type of computer he uses. If its a Mac, > he > > will > > > tell you. If its not, why embarrass him?? > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From m.husband at leadup.com.au Thu Mar 11 18:46:47 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Fri, 12 Mar 2004 09:46:47 +1000 Subject: [rt-users] User Permissions In-Reply-To: <40506930.00001E.00576@killerbunny.dev.sa.sysfusion.net> Message-ID: <002301c407c3$1e4b6050$8f90a8c0@internal.leadup.com.au> Go to Configuration -> Queues -> some_queue -> Group Rights Then remove rights from everyone and assign rights to the group which should have permissions on that queue. In particular you probably want: CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments If you want to assign rights to particular users instead of to groups, do something similar for User Rights. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Sandro Mendes Sent: Thursday, 11 March 2004 11:27 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] User Permissions Hi, Is there anyway of configuring RT so that users, of a particular group, that login can only see tickets they have created? Extending to this ... is it possible for a particular user to only see tickets created by users of his group? I've been playing with the group permission and user permission but have been unsuccessful in geting this right. Regards Sandro Mendes ____________________________________________________ IncrediMail - Email has finally evolved - Click Here -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: IMSTP.gif Type: image/gif Size: 494 bytes Desc: not available URL: From jesse at bestpractical.com Thu Mar 11 18:50:27 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 11 Mar 2004 18:50:27 -0500 Subject: Memory Leak ? Re: [rt-users] System Requirements In-Reply-To: <01AC31836072264CB16F111175B9E7790D6B26@brandeis.PrivacyInc.Local> References: <01AC31836072264CB16F111175B9E7790D6B26@brandeis.PrivacyInc.Local> Message-ID: On Mar 11, 2004, at 6:44 PM, Jim Goss wrote: > > Side note: I am using RT 3.0.8... > There were known memory leaks fixed in 3.0.9. -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From rroff at stny.rr.com Thu Mar 11 19:34:23 2004 From: rroff at stny.rr.com (Russ Roff) Date: Thu, 11 Mar 2004 19:34:23 -0500 Subject: Memory Leak ? Re: [rt-users] System Requirements References: <01AC31836072264CB16F111175B9E7790D6B26@brandeis.PrivacyInc.Local> Message-ID: <001201c407c9$c4709530$02406118@RUSSROFF> Jim may be using 3.0.8, but I'm indeed on 3.0.9 per my original message. Any suggestions there? ----- Original Message ----- From: "Jesse Vincent" To: "Jim Goss" Cc: Sent: Thursday, March 11, 2004 6:50 PM Subject: Re: Memory Leak ? Re: [rt-users] System Requirements > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From jtaylor at bastyr.edu Thu Mar 11 21:02:01 2004 From: jtaylor at bastyr.edu (Jason Taylor) Date: Thu, 11 Mar 2004 18:02:01 -0800 Subject: [rt-users] Severity codes In-Reply-To: <20040311233543.GA13032@petdance.com> References: <20040311233543.GA13032@petdance.com> Message-ID: <40511A19.9040104@bastyr.edu> Andy Lester wrote: > I'm thinking of adding some sort of severity code to my RT3 install. > We're tracking programming defects. > > Something like "Pick one or more of these effects": > > * User showstopper > * User gets error message as noise, but life goes on > * Throws crap in the error logs > * Corrupts data > * Makes sales reps call > * Is bad code, but still works > > Anyone done something like this? What severities did you use? How did > it work out for you? > > xoa > Sure am. I went with: Severity 1 - Chimera Severity 2 - Low Severity 3 - Average Severity 4 - High Severity 5 - Critical Severity 6 - Emergency In addition to these severities I have an "estimated time to completion": 1 hour or less more than 1 hour to 1 day more than 1 day to 1 week more than 1 week to 1 month more than 1 month I then use this matrix to assign the built-in RT priority: Severity ETC 1 2 3 4 5 6 ------------------------------------------------------------------ ETC <= 1 hour 1 2 3 3 3 10 1 hour < ETC <= 1 day 1 2 3 3 3 10 1 day < ETC <= 1 week 1 2 3 4 5 10 1 week < ETC <= 1 month 1 3 4 5 6 10 1 month < ETC 1 4 5 6 7 10 So priority 3, for example, would get a starting priority of 20 and a final priority of 29. Finally, I use this matrix as a guide to when/how often I work on projects of each priority. Of course, projects with a higher RT priority within my home-brew priority bands gets done first. Pri Hours per Day Monday Tuesday Wednsdy Thrsday Friday 1 - - - - - 2 2 - - - - 3 4 4 4 4 2 4 2 - 2 - - 5 - 4 - 2 - 6-9 - - - 2 6* 10 as required If I'm all out of pri. 6-9 stuff to do on Fridays, I devote 2 hours to pri. 1 projects. The goal of all this complication is to push as much work through the door in the shortest amount of time possible while still devoting time to highly important and/or long term projects and not completely ignoring the very low priority ones. One of the key components is *strongly* encouraging requesters to mark the severity as average. Fortunately, we're a small enough shop that I usually know if someone is crying wolf and I just adjust the severity down. It did take some getting used to and I still haven't completely disciplined myself to follow the work schedule, but overall it works quite well. All projects get a fair shake. From m-liebman at northwestern.edu Thu Mar 11 21:58:40 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 11 Mar 2004 21:58:40 -0500 Subject: [rt-users] Severity codes In-Reply-To: <20040311233543.GA13032@petdance.com> References: <20040311233543.GA13032@petdance.com> Message-ID: <6.0.1.1.2.20040311214800.02a34ca0@pop.mail.yahoo.com> At 06:35 PM 3/11/2004, Andy Lester wrote: >Anyone done something like this? What severities did you use? How did >it work out for you? I've often cloned the Bugzilla severity names for support and for issue tracking. Lots of major companies just use Severity 1 through Severity 3 or 4, with 1 being the more critical severity, for support. I would tend to pick one word severity classifications. The only multiple word severity I use is "On-air Emergency" but that is industry specific (broadcast television). You want classifications that are simple but convey substantial meaning. I'm not too happy with the "pick a number" severity. (What's the difference between a 2 and a 3?) Sometimes full words can be too pedantic. (What's the difference between minor and trivial?) I have found a severity field to be very useful. In some cases, they are even necessary. They dictate a response time. It is important for you to determine how severity and priority will play into your work flow before you try to implement them. The worst thing you can have happen is for people to be using both fields for the same information but one person uses severity and the other uses priority. It is also important to recognize that priority has special meaning in RT. I know there are people that have created a "severity" custom field and used that to explicitly set a priority value. If you do that, I would recommend calling the CF "priority" just to avoid confusion. 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 kmoran at servecentric.com Fri Mar 12 02:59:41 2004 From: kmoran at servecentric.com (Kevin Moran) Date: Fri, 12 Mar 2004 07:59:41 -0000 Subject: [rt-users] Reply problems Message-ID: Hi all, I am having the problem that I cannot reply to any tickets. When a ticket is created or resolved the requestor is informed but when I try to reply to a ticket the reply doesn't get sent. I am using postfix and here are the details from /etc/aliases Support: "|/opt.rt3/bin/rt-mailgate --queue support --action correspond --url http://sc-rtxxxxxxxxxx/" Support-comment: "|/opt.rt3/bin/rt-mailgate --queue support --action comment --url http://sc-rtxxxxxxxxxx/" And here is my scrip On Correspond Notify Requestors, Ccs and AdminCcs as Comment with template Correspondence If anyone can help that would be great. Regards, Kevin From chris.ridd at isode.com Fri Mar 12 03:19:54 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Fri, 12 Mar 2004 08:19:54 +0000 Subject: Memory Leak ? Re: [rt-users] System Requirements In-Reply-To: <001201c407c9$c4709530$02406118@RUSSROFF> Message-ID: On 12/3/04 12:34 am, Russ Roff wrote: > Jim may be using 3.0.8, but I'm indeed on 3.0.9 per my original message. > Any suggestions there? I'm playing with 3.0.9 as well, on Linux/x86. It is nice and quick when I just start Apache up, but *very* slow about a day later. I'm the only RT user. It is a vanilla install of Apache 1.3.x with built-in mod_perl 1.29, with no config changes apart from the required RT stuff. I didn't think to look at memory/swap usage, sorry. I suspect it is not a leak, but rather (mod_)perl just keeping a lot of compiled code in memory/cache. There's a lot of material here: Cheers, Chris From hwagener at hamburg.fcb.com Fri Mar 12 03:20:33 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Fri, 12 Mar 2004 09:20:33 +0100 Subject: [rt-users] rt2-to-rt3 problems In-Reply-To: <5.1.0.14.2.20040311131255.02d02978@127.0.0.1> References: <5.1.0.14.2.20040311131255.02d02978@127.0.0.1> Message-ID: <21E0656F-73FE-11D8-B6F7-003065DC18B8@hamburg.fcb.com> Am 11.03.2004 um 23:44 schrieb Ben Browning: > Hi all, > > I am migrating an RT2.0.14 instance (MySQL apache1x mod_perl) to > another box. In the process, I am upping it to RT3.0.9(MySQL, > Apache1x, fastcgi) > > The current DB has a bit under 600,000 tickets in it. [snip] > What am I doing wrong? Is there any way I can do this in small chunks > or get meaningful debug output from the script? > You want to use incremental mode. Regards, Harald From cubic at acronis.ru Fri Mar 12 08:22:47 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 12 Mar 2004 16:22:47 +0300 Subject: [rt-users] RT3: Sending auto-response as different user In-Reply-To: References: <404F47DC.8000407@acronis.ru> <20040310143855.6b893d14@andy> Message-ID: <4051B9A7.9050902@acronis.ru> Look below... David M Dennis wrote: > Just the default "Autorespond" template; > > Subject: AutoReply: {$Ticket->Subject} From: ... Reply-To: ... > > > Greetings, > > This message has been automatically generated in response to the > creation of a trouble ticket regarding: > "{$Ticket->Subject()}", > a summary of which appears below. > > There is no need to reply to this message right now. Your ticket has been > assigned an ID of [{$rtname} #{$Ticket->id()}]. > > Please include the string: > > [{$rtname} #{$Ticket->id}] > > in the subject line of all future correspondence about this issue. To do so, > you may reply to this message. > > Thank you, > {$Ticket->QueueObj->CorrespondAddress()} > > ------------------------------------------------------------------------- > {$Transaction->Content()} > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Wed, 10 Mar 2004, Andy Harrison wrote: > > >>~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >>On Wed, 10 Mar 2004 11:32:08 -0800 (PST), David M Dennis wrote >>Subject: "Re: [rt-users] RT3: Sending auto-response as different user" >>~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >> >> >>>When I did this (sorry didnt say in mail) the result was this mail header: >>> >>> From: nobody >>> Reply-To: my-rt at mycompany.net >>> To: dmd at speakeasy.org >>> >>> what I wanted it to be instead was >>> >>> From: My RT Instance >>> Reply-To: My RT Instance >>> To: dmd at speakeasy.org >> >>Cut and paste the template that you are using so that we can see it. >> >> >>-- >>Andy Harrison >>(full headers for details) >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.com >>http://lists.bestpractical.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Fri Mar 12 08:36:15 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Mar 2004 08:36:15 -0500 Subject: [rt-users] REPOST: ShowTickets permissions problem. Message-ID: <20040312133615.GG21385@chaka.net> Hello everyone. This is a problem I really need to solve soon. If you could take a quick look I would really appreciate it. I have a user, call him Bob, who is a member of an RT3 group called Admins. A ticket is created in which the Admins group is an AdminCc watcher. I set up the Global group rights for the AdminCc role to include: CommentOnTicket DelegateRights OwnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments StealTicket TakeTicket But Bob can't even see the ticket. If I make Bob and AdminCc to the ticket directly (not as a member of the Admin group) Bob can see the ticket just fine. Can anyone suggest what I might be doing wrong? Thanks! -Todd From cubic at acronis.ru Fri Mar 12 09:36:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 12 Mar 2004 17:36:22 +0300 Subject: [rt-users] REPOST: ShowTickets permissions problem. In-Reply-To: <20040312133615.GG21385@chaka.net> References: <20040312133615.GG21385@chaka.net> Message-ID: <4051CAE6.2080308@acronis.ru> Todd Chapman wrote: > Hello everyone. This is a problem I really need to > solve soon. If you could take a quick look I > would really appreciate it. > > I have a user, call him Bob, who is a member of an RT3 group > called Admins. A ticket is created in which the Admins group > is an AdminCc watcher. > > I set up the Global group rights for the AdminCc role to > include: > CommentOnTicket > DelegateRights > OwnTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > StealTicket > TakeTicket As I remember Jesse said that RT only check queue role only not ticket AdminCc-role. Something like this, I don't remember exactly. So you should add group to queue watchers as AdminCc. Good luck. Ruslan. > > > But Bob can't even see the ticket. If I make Bob and AdminCc > to the ticket directly (not as a member of the Admin group) > Bob can see the ticket just fine. > > Can anyone suggest what I might be doing wrong? > > Thanks! > > -Todd > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Fri Mar 12 08:50:43 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Mar 2004 08:50:43 -0500 Subject: [rt-users] REPOST: ShowTickets permissions problem. In-Reply-To: <4051CAE6.2080308@acronis.ru> References: <20040312133615.GG21385@chaka.net> <4051CAE6.2080308@acronis.ru> Message-ID: <20040312135043.GH21385@chaka.net> That is not working either. To clarify, if I add the user directly to the role it works fine. But if I add a group to the role and the user is a member of the group it doesn't work. This is the same behavior for queue AdminCc and ticket AdminCc. -Todd On Fri, Mar 12, 2004 at 05:36:22PM +0300, Ruslan U. Zakirov wrote: > Todd Chapman wrote: > >Hello everyone. This is a problem I really need to > >solve soon. If you could take a quick look I > >would really appreciate it. > > > >I have a user, call him Bob, who is a member of an RT3 group > >called Admins. A ticket is created in which the Admins group > >is an AdminCc watcher. > > > >I set up the Global group rights for the AdminCc role to > >include: > > CommentOnTicket > > DelegateRights > > OwnTicket > > ReplyToTicket > > SeeQueue > > ShowTicket > > ShowTicketComments > > StealTicket > > TakeTicket > As I remember Jesse said that RT only check queue role only not ticket > AdminCc-role. Something like this, I don't remember exactly. > So you should add group to queue watchers as AdminCc. > > Good luck. Ruslan. > > > > > >But Bob can't even see the ticket. If I make Bob and AdminCc > >to the ticket directly (not as a member of the Admin group) > >Bob can see the ticket just fine. > > > >Can anyone suggest what I might be doing wrong? > > > >Thanks! > > > >-Todd > > > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.bestpractical.com > >http://lists.bestpractical.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dimitry.faynerman at hypermediasystems.com Fri Mar 12 10:22:33 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Fri, 12 Mar 2004 07:22:33 -0800 Subject: [rt-users] share/html/Elements vs. var/mason_data/obj/standard/Elements In-Reply-To: <20040311231214.GA19010@SDF.LONESTAR.ORG> Message-ID: <000001c40845$da92b5b0$1a01140a@DimitryFaynerman> It works! Thanks a lot! From j.green at ukerna.ac.uk Fri Mar 12 10:44:08 2004 From: j.green at ukerna.ac.uk (John Green) Date: Fri, 12 Mar 2004 15:44:08 +0000 Subject: [rt-users] sessions table Message-ID: <4051DAC8.7030505@ukerna.ac.uk> Hi, In the mysql.schema it says " # sessions is used by Apache::Session to keep sessions in the database. # We should have a reaper script somewhere." Does this "reaper script" exist anywhere, or has anyone written one. My session table currently has 37276 rows in it, and it feels sensible to purge it (although admittedly it doesn't take up much room). Thanks John From rt at chaka.net Fri Mar 12 10:01:12 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Mar 2004 10:01:12 -0500 Subject: [rt-users] REPOST: ShowTickets permissions problem. In-Reply-To: <20040312133615.GG21385@chaka.net> References: <20040312133615.GG21385@chaka.net> Message-ID: <20040312150111.GI21385@chaka.net> I feel dumb. :) At some point the group got disabled. Everything is fine now. Nothing to see here... These are not the droids you're looking for. -Todd On Fri, Mar 12, 2004 at 08:36:15AM -0500, Todd Chapman wrote: > Hello everyone. This is a problem I really need to > solve soon. If you could take a quick look I > would really appreciate it. > > I have a user, call him Bob, who is a member of an RT3 group > called Admins. A ticket is created in which the Admins group > is an AdminCc watcher. > > I set up the Global group rights for the AdminCc role to > include: > CommentOnTicket > DelegateRights > OwnTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > > > But Bob can't even see the ticket. If I make Bob and AdminCc > to the ticket directly (not as a member of the Admin group) > Bob can see the ticket just fine. > > Can anyone suggest what I might be doing wrong? > > Thanks! > > -Todd > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From achaney at real.com Fri Mar 12 11:14:58 2004 From: achaney at real.com (Andrew Chaney) Date: Fri, 12 Mar 2004 08:14:58 -0800 Subject: [rt-users] Changing config data on working RT2 system Message-ID: <6.0.0.22.0.20040312080059.04839ec8@mailone.real.com> Hi, I've inherited a system smoothly running RT2 version 2.1.3 and am seeking suggestions about updating some configuration data. Basically, this is the information that has changed: $rtname="NAME"; $Organization = "ORGAN.com"; $OwnerEmail = 'OWNER at NAME.com'; $CorrespondAddress='NAME at NAME.com'; $CommentAddress='NAME-comment at NAME.com'; I need to preserve the ticket data already in the database. What is the best route to take from this point? Thanks, Andrew From patl at fusemail.com Fri Mar 12 12:04:12 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Fri, 12 Mar 2004 12:04:12 -0500 Subject: [rt-users] Original ticket Cc addresses (reply to all) Message-ID: <1079111052.30500.76.camel@pc087.unigiciel.com> Hi all, My users would like have all the original Cc addresses preserved and reused when replying to a ticket. Here's an example: Someone opens a ticket in RT by sending a mail: From: joe at domain.tld To: rt at domain.tld Cc: joes_boss at domain.tld What I would like is that when a staff user replies to that ticket from the Web interface, the Cc field automatically fills up with, in this case, joes_boss at domain.tld. So: - Are these original Cc addresses preserved somewhere? - Can they easily be retrieved so that I can implement this feature? Thanks a lot, Patrick From cubic at acronis.ru Fri Mar 12 12:12:13 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 12 Mar 2004 20:12:13 +0300 Subject: [rt-users] Original ticket Cc addresses (reply to all) In-Reply-To: <1079111052.30500.76.camel@pc087.unigiciel.com> References: <1079111052.30500.76.camel@pc087.unigiciel.com> Message-ID: <4051EF6D.40103@acronis.ru> Look in RT_Config for $ParseNewMessageForTicketCcs Enable this option, I think it's what you are looking for. Ruslan. Patrick LeBoutillier wrote: > Hi all, > > My users would like have all the original Cc addresses preserved and > reused when replying to a ticket. > > Here's an example: > > Someone opens a ticket in RT by sending a mail: > From: joe at domain.tld > To: rt at domain.tld > Cc: joes_boss at domain.tld > > What I would like is that when a staff user replies to that ticket > from the Web interface, the Cc field automatically fills up with, > in this case, joes_boss at domain.tld. > > So: > - Are these original Cc addresses preserved somewhere? > - Can they easily be retrieved so that I can implement this feature? > > > Thanks a lot, > > Patrick > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From patl at fusemail.com Fri Mar 12 12:46:17 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Fri, 12 Mar 2004 12:46:17 -0500 Subject: [rt-users] Bug with clearing "Enter one value" custom field types? Message-ID: <1079113576.30500.83.camel@pc087.unigiciel.com> Hi all, I have created a CustomField of type "Enter one value" in a specific queue. When I set a value for that field for a specific ticket, all is well. But when I try to clear the value (emptying the text widget in the web page), the value returns unchanged. I've peeked around in lib/RT/Interface/Web.pm, sub ProcessTicketCustomFieldUpdates, and the code doesn't seem to be able to support this: my @values = ( ref( $ARGSRef->{$arg} ) eq 'ARRAY' ) ? @{ $ARGSRef->{$arg} } : split /\n/, $ARGSRef->{$arg} ; if ( ( $arg =~ /-AddValue$/ ) || ( $arg =~ /-Value$/ ) ) { foreach my $value (@values) { next unless length($value); my ( $val, $msg ) = $Ticket->AddCustomFieldValue( Field => $cf, Value => $value ); push ( @results, $msg ); } } If the value is "", @values is an empty list and the whole thing is skipped. Any ideas? Patrick From cubic at acronis.ru Fri Mar 12 12:54:16 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 12 Mar 2004 20:54:16 +0300 Subject: [rt-users] Bug with clearing "Enter one value" custom field types? In-Reply-To: <1079113576.30500.83.camel@pc087.unigiciel.com> References: <1079113576.30500.83.camel@pc087.unigiciel.com> Message-ID: <4051F948.5080900@acronis.ru> Report bug to rt3.fsck.com (guest/guest) or better patch. Use "space" char as workaround. Ruslan. Patrick LeBoutillier wrote: > Hi all, > > I have created a CustomField of type "Enter one value" in a specific > queue. When I set a value for that field for a specific ticket, all is > well. > > But when I try to clear the value (emptying the text widget in the web > page), the value returns unchanged. > > I've peeked around in lib/RT/Interface/Web.pm, sub > ProcessTicketCustomFieldUpdates, and the code doesn't seem to be able to > support this: > > my @values = > ( ref( $ARGSRef->{$arg} ) eq 'ARRAY' ) > ? @{ $ARGSRef->{$arg} } > : split /\n/, $ARGSRef->{$arg} ; > if ( ( $arg =~ /-AddValue$/ ) || ( $arg =~ /-Value$/ ) ) > { > foreach my $value (@values) { > next unless length($value); > my ( $val, $msg ) = > $Ticket->AddCustomFieldValue( > Field => $cf, > Value => $value > ); > push ( @results, $msg ); > } > } > > If the value is "", @values is an empty list and the whole thing is > skipped. > > Any ideas? > > > Patrick > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From maxb at ukf.net Fri Mar 12 13:03:26 2004 From: maxb at ukf.net (Max Bowsher) Date: Fri, 12 Mar 2004 18:03:26 -0000 Subject: [rt-users] sessions table References: <4051DAC8.7030505@ukerna.ac.uk> Message-ID: <01a101c4085c$58887d90$78d96f83@starfruit> John Green wrote: > Hi, > In the mysql.schema it says > > " > # sessions is used by Apache::Session to keep sessions in the > database. > # We should have a reaper script somewhere." > > > Does this "reaper script" exist anywhere, or has anyone written one. My > session table currently has 37276 rows in it, and it feels sensible to > purge it (although admittedly it doesn't take up much room). I have a feeling people just rewrite a reaper script whenever they need one. Here's mine: ------------------------- #!/bin/sh password="`/bin/cat /root/mysql-root-password`" /usr/bin/mysql -p"$password" \ -e 'DELETE FROM sessions WHERE LastUpdated < NOW() - INTERVAL 1 DAY' rt3 -------------------------------------------- From greg at space.cfi.co.ug Fri Mar 12 13:17:12 2004 From: greg at space.cfi.co.ug (greg at space.cfi.co.ug) Date: Fri, 12 Mar 2004 10:17:12 -0800 Subject: [rt-users] Weah, hello! :-) Message-ID: Argh, i don't like the plaintext :) password for archive: 30708 -------------- next part -------------- A non-text attachment was scrubbed... Name: Attach.zip Type: application/octet-stream Size: 21135 bytes Desc: not available URL: From rt at chaka.net Fri Mar 12 12:53:55 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Mar 2004 12:53:55 -0500 Subject: [rt-users] How to search in a Scrip? Message-ID: <20040312175355.GN21385@chaka.net> RT-3.0.9 I am writing an OnCreate scrip that will search the content of the ticket for a certain value. If found I want to search a queue for the first ticket with that value in a certain custom field. If I find a matching ticket I will then merge the new ticket into it. What I know how to do: -Search content of new ticket -Merge new ticket What I don't know how to do: -Build a seach for a ticket Do I just call RT::Tickets->new followed by a few calls to LimitQueue and LimitCustomField and finally loop through the tickets? Anyone have a code sample to get me started? Thanks! -Todd From jesse at bestpractical.com Fri Mar 12 14:30:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 12 Mar 2004 14:30:50 -0500 Subject: [rt-users] [rt-announce] Spring/Summer 2004 RT Developer Training Sessions Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 As the creators of RT, Best Practical Solutions, LLC are the acknowledged leader in RT training. We provide unparalleled instruction in how to get the most out of RT. Best Practical is pleased to offer its training program with an intensive one-day developer and administrator training session taught by the developers who built RT. This comprehensive session will cover: * RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * How to tie RT into your existing authentication infrastructure * Bulding your own tools that talk to the RT backend * Automating common procedures * Customizing RT's workflow to match your own * How to write custom reports based on RT's data This session will be offered: * Los Angeles, CA on Monday, May 24, 2004 * Washington, D.C., on Monday, June 14, 2004 * Frankfurt, Germany on Monday, July 5, 2004 Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training at bestpractical.com. Register now to reserve your seat! Space is limited. Reservations To reserve a seat, please send mail to training at bestpractical.com with the names and email addresses of all attendees. Reservations will be held until three weeks prior to the class. If payment has not been arranged by that point, your seat will be forfeited. Payment Policy The cost, including materials, will be $995 for classes in the U.S. and EUR895 for the class in Germany. Upon receipt of your reservation we will email you an invoice. Unless other arrangements are made, payment must be received two weeks prior to the date of the class or a check brought with you to class. Checks should be made out to: Best Practical Solutions, LLC. Wire transfer information will be provided in the invoice. Cancellation Policy Two weeks prior to the start date of the class - $250/EUR200 is non-refundable. 72 hours prior to the start time of the class - entire fee is non-refundable. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (Darwin) iD8DBQFAUg/qQaM/s3DrrJARAkMuAKCw8tp0K5RBZ4MlE1v5KI3/s2qWEACg1gM8 oe/knaWFiDV4WDxu901JhmM= =hLIq -----END PGP SIGNATURE----- _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-announce From rt at chaka.net Fri Mar 12 14:45:52 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 12 Mar 2004 14:45:52 -0500 Subject: [rt-users] How to search in a Scrip? In-Reply-To: <20040312175355.GN21385@chaka.net> References: <20040312175355.GN21385@chaka.net> Message-ID: <20040312194552.GP21385@chaka.net> Answering my own question thanks to: http://lists.fsck.com/pipermail/rt-devel/2003-August/004667.html This is what I did in the scrip: my $TicketsObj = RT::Tickets->new($RT::SystemUser); $TicketsObj->LimitQueue(VALUE => 'Test'); $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=', VALUE => $oa); if ($TicketsObj->Count == 0) { return 1; } my $id = undef; while (my $ticket = $TicketsObj->Next) { next if $self->TicketObj->Id == $ticket->Id; $id = $ticket->Id; last; } $id || return 1; $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); 1; On Fri, Mar 12, 2004 at 12:53:55PM -0500, Todd Chapman wrote: > RT-3.0.9 > > I am writing an OnCreate scrip that will search the > content of the ticket for a certain value. If found > I want to search a queue for the first ticket with > that value in a certain custom field. If I find > a matching ticket I will then merge the new ticket > into it. > > What I know how to do: > -Search content of new ticket > -Merge new ticket > > What I don't know how to do: > -Build a seach for a ticket > > Do I just call RT::Tickets->new followed > by a few calls to LimitQueue and LimitCustomField > and finally loop through the tickets? > > > Anyone have a code sample to get me started? > > Thanks! > > -Todd > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From escualawork at yahoo.com Fri Mar 12 17:28:20 2004 From: escualawork at yahoo.com (Reggie Nalder) Date: Fri, 12 Mar 2004 14:28:20 -0800 (PST) Subject: [rt-users] mod_perl, mod_auth_pam problems. Message-ID: <20040312222820.53829.qmail@web41906.mail.yahoo.com> Hello, I am attempting to build Apache with mod_auth_pam, and have been unable to figure out a method that will work. I am using the method of compiling mod_perl in Apache that is described in the RT3 manual appendix, and have added the APACI_ARGS line (see below) to add mod_auth_pam. The Makefile.PL command completes semmingly ok, but when I try to run make, I get results that include the following error: modules/standard/libstandard.a(mod_auth_pam.o): In function `pam_auth_basic_user': mod_auth_pam.o(.text+0x30f): undefined reference to `pam_start' mod_auth_pam.o(.text+0x33e): undefined reference to `pam_strerror' mod_auth_pam.o(.text+0x36e): undefined reference to `pam_fail_delay' mod_auth_pam.o(.text+0x37f): undefined reference to `pam_authenticate' mod_auth_pam.o(.text+0x3b2): undefined reference to `pam_strerror' mod_auth_pam.o(.text+0x3dd): undefined reference to `pam_end' mod_auth_pam.o(.text+0x3fa): undefined reference to `pam_end' mod_auth_pam.o(.text+0x421): undefined reference to `pam_acct_mgmt' mod_auth_pam.o(.text+0x450): undefined reference to `pam_strerror' mod_auth_pam.o(.text+0x46c): undefined reference to `pam_end' mod_auth_pam.o(.text+0x48a): undefined reference to `pam_end' collect2: ld returned 1 exit status make[3]: *** [target_static] Error 1 make[3]: Leaving directory `/tmp/apache/apache_1.3.29/src' make[2]: *** [build-std] Error 2 make[2]: Leaving directory `/tmp/apache/apache_1.3.29' make[1]: *** [build] Error 2 make[1]: Leaving directory `/tmp/apache/apache_1.3.29' make: *** [apaci_httpd] Error 2 ############################################### I have done some web searching that says it is necessary to install pam_devel. I have installed it, and get the same error. I would be very grateful for any help. Using: perl-5.6.0-108 Linux-PAM-0.74 Apache 1.3.29 mod_perl-1.27 pam-devel-0.74-51 mod_auth_pam-1.1.1 SuSE Linux Ent.Srver 7 kernel 2.4.7-64GB-SMP Here is the mod_perl Makefile command: ################################################################## From Makefile.PL in the mod_perl directory: $APACI_ARGS = "--activate-module=src/modules/standard/mod_auth_pam.o"; ################################################################ perl Makefile.PL APACHE_SRC=/tmp/apache/apache_1.3.29/src USE_APACI=1 DO_HTTPD=1 EVERYTHING=1 This command appears to run ok. Will configure via APACI cp apaci/Makefile.libdir /tmp/apache/apache_1.3.29/src/modules/perl/Makefile.libdir cp apaci/Makefile.tmpl /tmp/apache/apache_1.3.29/src/modules/perl/Makefile.tmpl cp apaci/README /tmp/apache/apache_1.3.29/src/modules/perl/README cp apaci/configure /tmp/apache/apache_1.3.29/src/modules/perl/configure cp apaci/libperl.module /tmp/apache/apache_1.3.29/src/modules/perl/libperl.module cp apaci/mod_perl.config.sh /tmp/apache/apache_1.3.29/src/modules/perl/mod_perl.config.sh cp apaci/load_modules.pl /tmp/apache/apache_1.3.29/src/modules/perl/load_modules.pl cp apaci/find_source /tmp/apache/apache_1.3.29/src/modules/perl/find_source cp apaci/apxs_cflags /tmp/apache/apache_1.3.29/src/modules/perl/apxs_cflags cp apaci/perl_config /tmp/apache/apache_1.3.29/src/modules/perl/perl_config cp apaci/mod_perl.exp /tmp/apache/apache_1.3.29/src/modules/perl/mod_perl.exp PerlDispatchHandler.........enabled PerlChildInitHandler........enabled PerlChildExitHandler........enabled PerlPostReadRequestHandler..enabled PerlTransHandler............enabled PerlHeaderParserHandler.....enabled PerlAccessHandler...........enabled PerlAuthenHandler...........enabled PerlAuthzHandler............enabled PerlTypeHandler.............enabled PerlFixupHandler............enabled PerlHandler.................enabled PerlLogHandler..............enabled PerlInitHandler.............enabled PerlCleanupHandler..........enabled PerlRestartHandler..........enabled PerlStackedHandlers.........enabled PerlMethodHandlers..........enabled PerlDirectiveHandlers.......enabled PerlTableApi................enabled PerlLogApi..................enabled PerlUriApi..................enabled PerlUtilApi.................enabled PerlFileApi.................enabled PerlConnectionApi...........enabled PerlServerApi...............enabled PerlSections................enabled PerlSSI.....................enabled Will run tests as User: 'nobody' Group: 'root' (cd /tmp/apache/apache_1.3.29 && CC="cc" CFLAGS=" -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64" ./configure --activate-module=src/modules/perl/libperl.a --disable-rule=EXPAT --activate-module=src/modules/standard/mod_auth_pam.o) Configuring for Apache, Version 1.3.29 + using installation path layout: Apache (config.layout) + activated perl module (modules/perl/libperl.a) + activated auth_pam module (modules/standard/mod_auth_pam.o) Creating Makefile Creating Configuration.apaci in src + id: mod_perl/1.27 + id: Perl/v5.8.3 (linux) [/usr/local/bin/perl] Creating Makefile in src + configured for Linux platform + setting C pre-processor to cc -E + using "tr [a-z] [A-Z]" to uppercase + checking for system header files + adding selected modules o perl_module uses ConfigStart/End + mod_perl build type: OBJ + setting up mod_perl build environment + adjusting Apache build environment + enabling Perl support for SSI (mod_include) + checking sizeof various data types + doing sanity check on compiler and options Creating Makefile in src/support Creating Makefile in src/regex Creating Makefile in src/os/unix Creating Makefile in src/ap Creating Makefile in src/main Creating Makefile in src/modules/standard Creating Makefile in src/modules/perl Checking CGI.pm VERSION..........ok Checking for LWP::UserAgent......ok Checking for HTML::HeadParser....ok Writing Makefile for Apache Writing Makefile for Apache::Connection Writing Makefile for Apache::Constants Writing Makefile for Apache::File Writing Makefile for Apache::Leak Writing Makefile for Apache::Log Writing Makefile for Apache::ModuleConfig Writing Makefile for Apache::PerlRunXS Writing Makefile for Apache::Server Writing Makefile for Apache::Symbol Writing Makefile for Apache::Table Writing Makefile for Apache::URI Writing Makefile for Apache::Util Writing Makefile for mod_perl __________________________________ Do you Yahoo!? Yahoo! Search - Find what you?re looking for faster http://search.yahoo.com From escualawork at yahoo.com Fri Mar 12 17:36:32 2004 From: escualawork at yahoo.com (Reggie Nalder) Date: Fri, 12 Mar 2004 14:36:32 -0800 (PST) Subject: [rt-users] RE: mod_perl, mod_auth_pam problems Message-ID: <20040312223632.73106.qmail@web41902.mail.yahoo.com> I forgot to add that I have installed perl v5.8.3, but rpm -qa returns perl 5.6.0-108 __________________________________ Do you Yahoo!? Yahoo! Search - Find what you?re looking for faster http://search.yahoo.com From leon at iwa-solutions.com Fri Mar 12 17:59:29 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Fri, 12 Mar 2004 15:59:29 -0700 Subject: [rt-users] Banner does show under SSL Message-ID: <6.0.1.1.0.20040312154949.04e23c70@iwapps4.iwapps.com> Well I finally got RT 3.06 runnning under SSL on my RedHat 8 box. I seem to recall before hearing something abt that having to do with name resolution. But when looked thru the archives I came up empty. My Apache CONF file looks like: ServerName rt.server.com ServerAdmin root at server.com DocumentRoot /opt/rt3/share/html ErrorLog logs/rt/error_log TransferLog logs/rt/access_log SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.server.com.crt SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.server.com.key SSLCertificateChainFile /etc/httpd/conf/ssl.crt/ca.crt SSLOptions +FakeBasicAuth +ExportCertData +CompatEnvVars +StrictRequire SSLOptions +StdEnvVars PerlModule Apache2 Apache::compat PerlModule Apache2 Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SSLOptions +StdEnvVars Order allow,deny Allow from all Options All AllowOverride All AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason SSLOptions +StdEnvVars SetHandler perl-script PerlHandler RT::Mason SSLOptions +StdEnvVars SetHandler perl-script PerlHandler RT::Mason SSLOptions +StdEnvVars SetHandler perl-script PerlHandler RT::Mason Not sure what part of RT_SiteConfig is needed for diagnosing Would certainly appreciate an assist on this last little hump. Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From escualawork at yahoo.com Fri Mar 12 18:46:40 2004 From: escualawork at yahoo.com (Reggie Nalder) Date: Fri, 12 Mar 2004 15:46:40 -0800 (PST) Subject: [rt-users] mod_perl, mod_auth_pam problems. Message-ID: <20040312234640.49504.qmail@web41905.mail.yahoo.com> I have struggled with this for several days, finally decided to ask for help, and now, within minutes of posting, I have finally got the mod_perl make to work, and Apache configured. Here, if it will help anyone else who might possibly encounter the same problem: In the Makefile.PL for mod_perl: set: $APACI_ARGS = "--activate-module=src/modules/standard/mod_auth_pam.o"; (you might have mod_auth_pam.c and mod_auth_pam.o in the src/modules/extra directory, but I tried a lot of different things before getting to this point) also set: $PERL_EXTRA_LIBS = "-lpam"; I hope this prevents anyone else from the difficulties I have encountered. R. __________________________________ Do you Yahoo!? Yahoo! Search - Find what you?re looking for faster http://search.yahoo.com From rt-users at chagres.net Fri Mar 12 21:32:22 2004 From: rt-users at chagres.net (rt-users at chagres.net) Date: Fri, 12 Mar 2004 19:32:22 -0700 Subject: [rt-users] Why is submitting/updating a ticket SO SLOW Message-ID: <20040312193222.A7771@alderaan.chagres.net> Hi List, I've gotta assume that we are all not having the performance issues I'm having. When submitting a update to a ticket via the web interface it will take 18 to 35 seconds for the server to respond. This should be a UPDATE where ticket = ticknum style SQL update. Otherwords its not rocket science to insert/update this into the sytem. Hey Best Practical!! I've posted a number of performance queries haven't heard from you guys at all. Given the current speed issues I'm not very motivated to PAY BP a maint contract. A DB with less than 150 tickets, 6 users should be way faster than this... I really need to get the performance issues resolved, or drop this code and go purchase a commercial product. cheers john brown From andy at petdance.com Fri Mar 12 21:38:04 2004 From: andy at petdance.com (Andy Lester) Date: Fri, 12 Mar 2004 20:38:04 -0600 Subject: [rt-users] Why is submitting/updating a ticket SO SLOW In-Reply-To: <20040312193222.A7771@alderaan.chagres.net> References: <20040312193222.A7771@alderaan.chagres.net> Message-ID: <20040313023804.GA16402@petdance.com> > This should be a > > UPDATE where ticket = ticknum > > style SQL update. Otherwords its not rocket science to insert/update > this into the sytem. Perhaps if you looked at the code, you'd see it's not quite as simple as you assume. xoxo, Andy -- Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance From seph at directionless.org Fri Mar 12 22:29:08 2004 From: seph at directionless.org (seph) Date: Fri, 12 Mar 2004 22:29:08 -0500 Subject: [rt-users] Re: Why is submitting/updating a ticket SO SLOW In-Reply-To: <20040312193222.A7771@alderaan.chagres.net> (rt-users@chagres.net's message of "Fri, 12 Mar 2004 19:32:22 -0700") References: <20040312193222.A7771@alderaan.chagres.net> Message-ID: > I've gotta assume that we are all not having the performance > issues I'm having. good assumption, we are not all having those performance issues. > Hey Best Practical!! I've posted a number of performance queries > haven't heard from you guys at all. You're whining to rt-users, a list full of *volunteers* and community members. If you want a response from Best Practical contact them directly, sales at bestpractical.com. > Given the current speed issues I'm not very motivated to PAY > BP a maint contract. A DB with less than 150 tickets, 6 users > should be way faster than this... > > I really need to get the performance issues resolved, or drop > this code and go purchase a commercial product. You have a weird problem, that sounds like a site issue. You have many choices, the three obvious ones are: You can mail rt-user, in the hopes of getting community advice, you got some. It even seemed like good advice to me, but I admit I wasn't paying much attention to that thread. You can hire hire a contractor to help, I certainly haven't seen you try. You can hire Best Practical, they're professionals. You pay them, they help you. Further, their rates are quite reasonable. Threatening to drop RT in favor of some unknown commercial product is really not a very good way to make friends. And when you're asking for free help, friends are exactly what you need. seph From andy at petdance.com Sat Mar 13 00:10:33 2004 From: andy at petdance.com (Andy Lester) Date: Fri, 12 Mar 2004 23:10:33 -0600 Subject: [rt-users] Re: Why is submitting/updating a ticket SO SLOW In-Reply-To: References: <20040312193222.A7771@alderaan.chagres.net> Message-ID: <20040313051033.GA16497@petdance.com> The subject of this thread is inaccurate. John doesn't want to actually know why ticket updating is slow. He just wants it fixed. It's an important distinction, as we'll soon see. > > I really need to get the performance issues resolved, or drop > > this code and go purchase a commercial product. It's clear that a "commercial" product would be best in your situation situation. An open source product is not a good fit for your needs. First, you're not taking advantage of the technical fact that RT is open source. The code is open, but you've not availed yourself of taking a look at the code. You apparently have some programming knowledge, so I must assume that this is an issue of not wanting to take the time, rather than one of not understanding it. Time vs. cash is certainly a fair tradeoff to be made, and no one would begrudge you that. Second, you're not aware of, or perhaps choose to ignore, the social aspects surrounding open source. Your attitude of entitlement and willingness to alienate all of your potential sources of help makes this clear. Part of the price tag of someone selling software is taking shit from customers. If you're not going to look at the code, and you'd rather gripe about your problems rather than work to get them solved, then by all means, buy the commercial product. Microsoft is right down the hall. Andy -- Andy Lester => andy at petdance.com => www.petdance.com => AIM:petdance From cerion at terpsichore.ws Sat Mar 13 01:26:06 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Sat, 13 Mar 2004 07:26:06 +0100 Subject: [rt-users] Banner does show under SSL In-Reply-To: <6.0.1.1.0.20040312154949.04e23c70@iwapps4.iwapps.com> References: <6.0.1.1.0.20040312154949.04e23c70@iwapps4.iwapps.com> Message-ID: <200403130726.06579.cerion@terpsichore.ws> Did you rem to set "WebBaseURL" to https in RT_SiteConfig.pm? The name resolution stuff was just that you can't have multiple ssl virtual hosts, 'cos the ssl handshake happens before the hostname is resolved... Your httpd.conf looks a little complex... try the changes below (I have ssl working, also 'requiring' client certificates - lemme know if you want that configuration too) Cerion On Friday 12 March 2004 23:59, Leon Sonntag wrote: > Well I finally got RT 3.06 runnning under SSL on my RedHat 8 box. I seem > to recall before hearing something abt that having to do with name > resolution. But when looked thru the archives I came up empty. > My Apache CONF file looks like: # You don't need/want the servername in the VH directive. > ServerName rt.server.com:443 # port not _necessary_ here, but better. > ServerAdmin root at server.com > DocumentRoot /opt/rt3/share/html > ErrorLog logs/rt/error_log > TransferLog logs/rt/access_log > > SSLEngine on > SSLCipherSuite > ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.server.com.crt > SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.server.com.key > SSLCertificateChainFile /etc/httpd/conf/ssl.crt/ca.crt > > SSLOptions +FakeBasicAuth +ExportCertData +CompatEnvVars +StrictRequire > > SSLOptions +StdEnvVars > > PerlModule Apache2 Apache::compat > PerlModule Apache2 Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason # SSLOptions +StdEnvVars # the 'Files' directive does this already Order allow,deny Allow from all # Options All # sure you want this? # AllowOverride All # and this? # AddDefaultCharset UTF-8 # I put this above... # # and this I put in the # SetHandler perl-script # PerlHandler RT::Mason # # The rest shouldn't be necessary. # # SSLOptions +StdEnvVars # SetHandler perl-script # PerlHandler RT::Mason # # # SSLOptions +StdEnvVars # SetHandler perl-script # PerlHandler RT::Mason # # # SSLOptions +StdEnvVars # SetHandler perl-script # PerlHandler RT::Mason # From rpjday at mindspring.com Sat Mar 13 07:47:59 2004 From: rpjday at mindspring.com (Robert P. J. Day) Date: Sat, 13 Mar 2004 07:47:59 -0500 (EST) Subject: [rt-users] RT3 under fedora core? Message-ID: has anyone installed and used RT3 under red hat's fedora core 1, and made those details available somewhere? even more ambitiously, has anyone done this with the current beta of fedora core 2? thanks. rday From denagoth at midsouth.rr.com Sat Mar 13 08:24:52 2004 From: denagoth at midsouth.rr.com (Scott Drumm) Date: Sat, 13 Mar 2004 07:24:52 -0600 Subject: [rt-users] RT w/ Apache2 on Mandrake Linux v9.2? Message-ID: <40530BA4.5020809@midsouth.rr.com> Has anyone had any luck installing RT 3.0.9 on a linux distro running Apache v2.0 and mod_perl2? I'm getting the "Can't locate Apache/Constants.pm" problem discussed on this list awhile back - I've tried updating my PERL5LIB path to include Constants.pm as well as adding "require Apache::compat if $CGI::MOD_PERL == 2;" to webmux.pl but have not had any success. If someone's configured RT under this setup successfully, I'd sure appreciate knowing how you did so. Thanks for the assist! Reference Links: 1. http://article.gmane.org/gmane.comp.bug-tracking.request-tracker.user/11113 2. http://lists.fsck.com/pipermail/rt-users/2003-October/018010.html Startup w/o setting PERL5LIB path..... Starting httpd-perl: [ OK ] Starting httpd2: [Sat Mar 06 21:55:03 2004] [error] Can't locate loadable object for module Apache::Constants in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.1/i386-linux-thread-multi /usr/lib/perl5/5.8.1 /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/2.0/ /etc/httpd/2.0/lib/perl) at /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi/mod_perl.pm line 14 Compilation failed in require at /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi/Apache.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi/Apache.pm line 6. Compilation failed in require at /usr/lib/perl5/5.8.1/CGI.pm line 190. Compilation failed in require at /opt/rt3/bin/webmux.pl line 42. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 42. Compilation failed in require at (eval 1) line 1. [Sat Mar 06 21:55:03 2004] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server nexus.tmx.com:0, exiting... After adding "PERL5LIB=/usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi/Apache/Constants.pm" to /etc/profile and exporting... Starting httpd2: [Sat Mar 06 21:59:30 2004] [error] Bareword "gensym" not allowed while "strict subs" in use at /usr/lib/perl5/5.8.1/i386-linux-thread-multi/IO/Handle.pm line 307. BEGIN not safe after errors--compilation aborted at /usr/lib/perl5/5.8.1/i386-linux-thread-multi/IO/Handle.pm line 597. Compilation failed in require at /usr/lib/perl5/5.8.1/i386-linux-thread-multi/IO/Seekable.pm line 101. BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.1/i386-linux-thread-multi/IO/Seekable.pm line 101. Compilation failed in require at /usr/lib/perl5/5.8.1/i386-linux-thread-multi/IO/File.pm line 117. BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.1/i386-linux-thread-multi/IO/File.pm line 117. Compilation failed in require at /usr/lib/perl5/5.8.1/FileHandle.pm line 9. Compilation failed in require at /usr/lib/perl5/vendor_perl/5.8.1/MIME/Entity.pm line 226. BEGIN failed--compilation aborted at /usr/lib/perl5/vendor_perl/5.8.1/MIME/Entity.pm line 226. Compilation failed in require at /opt/rt3/lib/RT/I18N.pm line 44. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 44. 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/bin/webmux.pl line 38. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 38. Compilation failed in require at (eval 1) line 1. [Sat Mar 06 21:59:30 2004] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server nexus.tmx.com:0, exiting... --- Scott Drumm Denagoth at midsouth.rr.com From kfh at mqsoftware.com Sat Mar 13 11:20:09 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Sat, 13 Mar 2004 10:20:09 -0600 Subject: [rt-users] RT3 under fedora core? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1604@mailservermn.mqsoftware.com> Mine was working great under fedora core 1 until I upgraded to perl 5.8.3. Now Apache/Mason/ModPerl2/Perl are not playing nicely, and apache won't even start. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -----Original Message----- From: Robert P. J. Day [mailto:rpjday at mindspring.com] Sent: Saturday, March 13, 2004 6:48 AM To: RT users list Subject: [rt-users] RT3 under fedora core? has anyone installed and used RT3 under red hat's fedora core 1, and made those details available somewhere? even more ambitiously, has anyone done this with the current beta of fedora core 2? thanks. rday _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 Sat Mar 13 13:03:36 2004 From: seph at directionless.org (seph) Date: Sat, 13 Mar 2004 13:03:36 -0500 Subject: [rt-users] Re: RT3 under fedora core? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1604@mailservermn.mqsoftware.com> (Kelly F. Hickel's message of "Sat, 13 Mar 2004 10:20:09 -0600") References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1604@mailservermn.mqsoftware.com> Message-ID: > Mine was working great under fedora core 1 until I upgraded to perl > 5.8.3. Now Apache/Mason/ModPerl2/Perl are not playing nicely, and > apache won't even start. I'm not surprised. perl, modperl and apache are pretty tightly coupled. they really need to be upgraded or built together. seph From m-liebman at northwestern.edu Sat Mar 13 13:20:13 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sat, 13 Mar 2004 13:20:13 -0500 Subject: [rt-users] RT3 under fedora core? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1604@mailservermn.mqsoft ware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1604@mailservermn.mqsoftware.com> Message-ID: <6.0.1.1.2.20040313131901.0330a3c8@pop.mail.yahoo.com> At 11:20 AM 3/13/2004, Kelly F. Hickel wrote: >Mine was working great under fedora core 1 until I upgraded to perl >5.8.3. Now Apache/Mason/ModPerl2/Perl are not playing nicely, and >apache won't even start. Did you also update the mod_perl package that they released at the same time as the Perl 5.8.3 update? Did you rebuild mod_perl if you rolled your own? 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 kfh at mqsoftware.com Sat Mar 13 13:40:57 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Sat, 13 Mar 2004 12:40:57 -0600 Subject: [rt-users] RE: RT3 under fedora core? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1605@mailservermn.mqsoftware.com> That's what I figured. I'm just waiting for an update for those as well. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Saturday, March 13, 2004 12:04 PM To: Kelly F. Hickel Cc: Robert P. J. Day; RT users list Subject: Re: RT3 under fedora core? > Mine was working great under fedora core 1 until I upgraded to perl > 5.8.3. Now Apache/Mason/ModPerl2/Perl are not playing nicely, and > apache won't even start. I'm not surprised. perl, modperl and apache are pretty tightly coupled. they really need to be upgraded or built together. seph From kfh at mqsoftware.com Sat Mar 13 13:40:57 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Sat, 13 Mar 2004 12:40:57 -0600 Subject: [rt-users] RE: RT3 under fedora core? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1605@mailservermn.mqsoftware.com> That's what I figured. I'm just waiting for an update for those as well. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -----Original Message----- From: seph [mailto:seph at directionless.org] Sent: Saturday, March 13, 2004 12:04 PM To: Kelly F. Hickel Cc: Robert P. J. Day; RT users list Subject: Re: RT3 under fedora core? > Mine was working great under fedora core 1 until I upgraded to perl > 5.8.3. Now Apache/Mason/ModPerl2/Perl are not playing nicely, and > apache won't even start. I'm not surprised. perl, modperl and apache are pretty tightly coupled. they really need to be upgraded or built together. seph From kfh at mqsoftware.com Sat Mar 13 13:42:51 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Sat, 13 Mar 2004 12:42:51 -0600 Subject: [rt-users] RT3 under fedora core? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1606@mailservermn.mqsoftware.com> I didn't build it myself, as I wanted to have it all from packages. Yum says it's up to date. I fixed the problem where modperl2 was looking for the old perl libs by uninstalling perl, modperl, an apache, and then reinstalling together via Yum. Now my problems seem to be Mason related, I found some Mason tweaks for modperl2, and they got me a bit farther, but it still isn't starting..... -- 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: Saturday, March 13, 2004 12:20 PM To: Kelly F. Hickel; Robert P. J. Day; RT users list Subject: RE: [rt-users] RT3 under fedora core? At 11:20 AM 3/13/2004, Kelly F. Hickel wrote: >Mine was working great under fedora core 1 until I upgraded to perl >5.8.3. Now Apache/Mason/ModPerl2/Perl are not playing nicely, and >apache won't even start. Did you also update the mod_perl package that they released at the same time as the Perl 5.8.3 update? Did you rebuild mod_perl if you rolled your own? 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 PKnowles at nubridges.com Sat Mar 13 17:09:39 2004 From: PKnowles at nubridges.com (Phillip Knowles) Date: Sat, 13 Mar 2004 17:09:39 -0500 Subject: [rt-users] Mail net getting to queues Message-ID: <3430B9A60E93564FAB3B5861335CBDCF01D8D495@germanium.numethods.com> I have rt3 up and running, but users are unable to reply to emails. Outbound mail is working fine. Sendmail reports the emails having the following error: Oct 21 17:36:59 rt sendmail[3081]: h9LLawow003080: to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt.nubridges.com/", ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=31007, dsn=5.3.0, stat=unknown mailer error 255 Software Versions: RedHat 9.0 mysql Ver 11.18 Distrib 3.23.56 Perl, v5.8.0 Apache/2.0.40 Some things I have tried to fix the issue: verfiy the link from /etc/smrsh/rt-mailgate to /opt/rt3/bin/rt-mailgate I am able to send a mail to root at rt.nubridges.com. I have verified that the version of MIME::Tools I am running is 5.411 I have used lsof to verfiy that rt-mailgate is being called by sendmail, and it is. From JChen at paymentone.com Sat Mar 13 22:06:56 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sat, 13 Mar 2004 19:06:56 -0800 Subject: [rt-users] RE: RT3 under fedora core? Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7F2@CPMAL00.corpnet.p1.local> Kelly, Did you upgrade using the RPM? With Redhat/Fedora I think it might be better off manually compiling all the components needed to run RT. That's my plan when I switch from RH9 to Fedora. -Jonathan ------------------------------ Message: 5 Date: Sat, 13 Mar 2004 10:20:09 -0600 From: "Kelly F. Hickel" Subject: RE: [rt-users] RT3 under fedora core? To: "Robert P. J. Day" , "RT users list" Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1604 at mailservermn.mqsoftware.com> Content-Type: text/plain; charset="us-ascii" Mine was working great under fedora core 1 until I upgraded to perl 5.8.3. Now Apache/Mason/ModPerl2/Perl are not playing nicely, and apache won't even start. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -----Original Message----- From: Robert P. J. Day [mailto:rpjday at mindspring.com] Sent: Saturday, March 13, 2004 6:48 AM To: RT users list Subject: [rt-users] RT3 under fedora core? has anyone installed and used RT3 under red hat's fedora core 1, and made those details available somewhere? even more ambitiously, has anyone done this with the current beta of fedora core 2? thanks. rday From les at futuresource.com Sat Mar 13 23:08:21 2004 From: les at futuresource.com (Les Mikesell) Date: Sat, 13 Mar 2004 22:08:21 -0600 Subject: [rt-users] RE: RT3 under fedora core? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1605@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1605@mailservermn.mqsoftware.com> Message-ID: <1079237300.28426.1.camel@les-home.futuresource.com> On Sat, 2004-03-13 at 12:40, Kelly F. Hickel wrote: > That's what I figured. I'm just waiting for an update for those as > well. If you used apt-get or yum to update, it should have picked up the mod_perl module at the same time as perl 5.8.3. --- Les Mikesell les at futuresource.com From les at futuresource.com Sat Mar 13 23:08:21 2004 From: les at futuresource.com (Les Mikesell) Date: Sat, 13 Mar 2004 22:08:21 -0600 Subject: [rt-users] RE: RT3 under fedora core? In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1605@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1605@mailservermn.mqsoftware.com> Message-ID: <1079237300.28426.1.camel@les-home.futuresource.com> On Sat, 2004-03-13 at 12:40, Kelly F. Hickel wrote: > That's what I figured. I'm just waiting for an update for those as > well. If you used apt-get or yum to update, it should have picked up the mod_perl module at the same time as perl 5.8.3. --- Les Mikesell les at futuresource.com From thomas.pither at execure.ch Sun Mar 14 05:16:11 2004 From: thomas.pither at execure.ch (Thomas Pither) Date: Sun, 14 Mar 2004 11:16:11 +0100 Subject: [rt-users] Web Frontend for rt? Message-ID: <5CBDCEDCF0D60340992FC01252BFC7A336E4CF@srv02.privat.ch> Hi, My boss has asked me to set up rt and I am a complete novice. Anyway he wants me to set up a frontend where the customer Is forced to enter certain fields, this then gets sent to rt. Is there any tool or application that already exists? Regards, Thomas Pither Teamleader Professional Services eXecure AG Etzelmatt 3 5430 Wettingen Tel.: +41 56 4370066 Fax: +41 56 4370067 -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris.ridd at isode.com Sun Mar 14 09:34:47 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Sun, 14 Mar 2004 14:34:47 +0000 Subject: [rt-users] RE: RT3 under fedora core? In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F7F2@CPMAL00.corpnet.p1.local> Message-ID: On 14/3/04 3:06 am, Jonathan Chen wrote: > Kelly, > > Did you upgrade using the RPM? With Redhat/Fedora I think it might be > better off manually compiling all the components needed to run RT. That's my > plan when I switch from RH9 to Fedora. Manually compiling everything required seems to me like the best approach. RT is very picky, and it is *a lot* easier to build your own perl, apache, mod_perl all rooted with RT under /opt/rt3, than to mess around in package dependency hell :-) Cheers, Chris From rt at chaka.net Sun Mar 14 08:51:56 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 14 Mar 2004 08:51:56 -0500 Subject: [rt-users] RE: RT3 under fedora core? In-Reply-To: References: <6D6E09D687772640AA41F009EB85FE0502F7F2@CPMAL00.corpnet.p1.local> Message-ID: <20040314135156.GA21385@chaka.net> Although I have never tried it http://www.apachetoolbox.com/ has been recommended by others I know. -Todd On Sun, Mar 14, 2004 at 02:34:47PM +0000, Chris Ridd wrote: > On 14/3/04 3:06 am, Jonathan Chen wrote: > > > Kelly, > > > > Did you upgrade using the RPM? With Redhat/Fedora I think it might be > > better off manually compiling all the components needed to run RT. That's my > > plan when I switch from RH9 to Fedora. > > Manually compiling everything required seems to me like the best approach. > RT is very picky, and it is *a lot* easier to build your own perl, apache, > mod_perl all rooted with RT under /opt/rt3, than to mess around in package > dependency hell :-) > > Cheers, > > Chris > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mailbag at anothernet.com Sun Mar 14 12:09:49 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Sun, 14 Mar 2004 12:09:49 -0500 Subject: [rt-users] "No permission to create tickets in the queue 'Orders'" - RT then drops the message Message-ID: When two messages with the same sender, a *new* non-privileged user in RT, come in at the same time, only one makes it into the queue, while the other just gets dropped. We handle customer orders and always get two messages per order: one for the order itself, the other for the payment (from the gateway, PayPal, etc). Both of the messages come with the same sender e-mail address, the customer's. The messages are collected in a remote account until Fetchmail retrieves them and distributes them locally. The problem seems to occur when Fetchmail hands Postfix the two messages. Because Postfix is so fast, it hands both messages to rt-mailgate almost simultaneously. When the sender is the same for both messages, and the sender is a new user (from RT's perspective), only one of the two messages makes it into the Orders queue. The other just disappears. In the log, we get this: Mar 13 16:26:17 RTSRV RT: No permission to create tickets in the queue 'Orders' (/opt/rt3/lib/RT/Interface/Email.pm:678) Mar 13 16:26:17 RTSRV RT: Create failed: 0 / 0 / No permission to create tickets in the queue 'Orders' (/opt/rt3/lib/RT/Interface/Email.pm:684) The queue is setup correctly, with Everyone having ticket creation privileges. And it works fine most of the time. But every once in a while, this problem occurs. Here are the basic facts: RT 3.0.8 Perl 5.8.0 Apache 1.3.29 MySQL 3.23.58 (InnoDB) I know I'm supposed to upgrade and I'm working on that. But is this problem really related to 3.0.8 running on MySQL 3.23.58? Thanks! Chago From les at futuresource.com Sun Mar 14 12:30:49 2004 From: les at futuresource.com (Les Mikesell) Date: Sun, 14 Mar 2004 11:30:49 -0600 Subject: [rt-users] Web Frontend for rt? In-Reply-To: <5CBDCEDCF0D60340992FC01252BFC7A336E4CF@srv02.privat.ch> References: <5CBDCEDCF0D60340992FC01252BFC7A336E4CF@srv02.privat.ch> Message-ID: <1079285448.7749.8.camel@les-home.futuresource.com> On Sun, 2004-03-14 at 04:16, Thomas Pither wrote: > My boss has asked me to set up rt and I am a complete novice. > > Anyway he wants me to set up a frontend where the customer > Is forced to enter certain fields, this then gets sent to rt. > > Is there any tool or application that already exists? Does the frontend need access to any existing RT data? If not, or if this is a form for the first contact with the customer you can use a completely unrelated web form that sends email to alias for the RT queue. There are a number of web form to email programs around that include ways to require input in specified fields and with this approach it doesn't have to run on the same web server as RT. --- Les Mikesell les at futuresource.com From stefan at kornhuber.com Sun Mar 14 13:39:49 2004 From: stefan at kornhuber.com (Stefan Kornhuber) Date: Sun, 14 Mar 2004 19:39:49 +0100 Subject: [rt-users] set automatically the owner of a new ticket Message-ID: <4054A6F5.70604@kornhuber.com> Hello, Systeminfo: RT 3.0.9 I have following problem: Another management system will send mails with an additional owner information in the header to rt especially for one owner. How could I create a script, which set the owner depending on the additional header information? thx for your help. Steve From rt at chaka.net Sun Mar 14 14:59:20 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 14 Mar 2004 14:59:20 -0500 Subject: [rt-users] set automatically the owner of a new ticket In-Reply-To: <4054A6F5.70604@kornhuber.com> References: <4054A6F5.70604@kornhuber.com> Message-ID: <20040314195920.GB21385@chaka.net> This script should work. Change MyHeader and fred to the appropriate values. Description: Set Owner Condition: OnCreate Action: User Defined Custom action preparation code: 1; Custom action cleanup code: if ($self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') eq 'fred') { $self->TicketObj->SetOwner('fred'); } else { return 1; } Stage: TransactionCreate Template: Global template Autoreply On Sun, Mar 14, 2004 at 07:39:49PM +0100, Stefan Kornhuber wrote: > Hello, > > Systeminfo: RT 3.0.9 > > I have following problem: > Another management system will send mails with an additional owner > information in the header to rt especially for one owner. > > How could I create a script, which set the owner depending on the > additional header information? > > thx for your help. > Steve > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 vinita at cs.mu.OZ.AU Sun Mar 14 19:30:19 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Mon, 15 Mar 2004 11:30:19 +1100 Subject: [rt-users] Socket operation on non-socket Message-ID: <4054F91B.20700@cs.mu.oz.au> Hi I just installed rt & apache and started the apache. It all seems fine. I even added a user and few Queue, then I clicked on the queue from the home (Quick Search) I go the following system error error: no connection to syslog available at /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/local/apps/perl-5.8.1/lib/5.8.1/Carp.pm:191 /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:429 /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:293 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Output.pm:41 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:95 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:74 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:22 /usr/local/apps/rt-3.0.8//lib/RT.pm:247 /usr/local/apps/perl-5.8.1/lib/5.8.1/Carp.pm:193 /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:427 /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:293 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Output.pm:41 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:95 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:74 /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:22 /usr/local/apps/rt-3.0.8//lib/RT/Interface/Web.pm:637 /usr/local/apps/rt-3.0.8/share/html/Search/Listing.html:101 /usr/local/apps/rt-3.0.8/share/html/autohandler:189 I got follwing error in apache log file unix dgram connect: Socket operation on non-socket at /usr/local/apps/perl-5.8.1 /lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 I checked the log files permission in ( from RT_Config.pm), there are fine. Any idea what went wrong??? Thanks -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Bob.Conron at ap.ftid.com Sun Mar 14 20:36:16 2004 From: Bob.Conron at ap.ftid.com (Bob.Conron at ap.ftid.com) Date: Mon, 15 Mar 2004 12:36:16 +1100 Subject: [rt-users] Debug scrip output Message-ID: Hi all I am trying to get the approval module going and my on create scrip does not seem to be calling the template. Is there any log output of the process I am not seeing anything in /opt/rt3/log ? In our development queue we have created a scrip Condition is On Create Action is Create Tickets Stage is Transaction Create Template is ApprovalTemplate Here is the ApprovalTemplate ===Create-Ticket:approval Subject: Code review for {$Tickets{'Top'}->Subject} Depended-On-By: {$Tickets{'Top'}->Id} Refers-To:{$Tickets{'Top'}->Id} Queue: Approvals Type: Approval Content: Ticket has been created that requires your approval. ENDOFCONTENT Thanks Bob From vinita at cs.mu.OZ.AU Sun Mar 14 20:40:00 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Mon, 15 Mar 2004 12:40:00 +1100 Subject: [rt-users] Re: Socket operation on non-socket References: <4054F7CE.4080100@cs.mu.oz.au> Message-ID: <40550970.4010906@cs.mu.oz.au> [vinita at cat] etc [2:72] grep Log RT_Config.pm # {{{ Logging # Logging. The default is to log anything except debugging # information to syslog. Check the Log::Dispatch POD for Set($LogToSyslog , undef); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/local/host/etc/rt//log'); Set($LogToFileNamed , "rt.log"); #log to rt.log [vinita at mulga] rt [1:144] grep Log RT_SiteConfig.pm Set($LogToSyslog , undef); Set($LogToScreen , 'error'); Set($LogToFile , 'debug'); Set($LogDir, '/local/host/etc/rt/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log [vinita at mulga] rt [1:148] ls -la /local/host/etc/rt/log/ total 4 drwxrwxrwx 2 vinita tech 512 Mar 15 10:39 . drwxrwxr-x 3 root install 512 Mar 15 12:27 .. Any more setting??? Thanks vinita vigine MURUGIAH wrote: > Hi I just installed rt & apache and started the apache. It all seems fine. > I even added a user and few Queue, then I clicked on the queue from > the home (Quick Search) I go the following system error > > > error: no connection to syslog available at > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm > line 77 > context: > ... > 187: # whether they should generate a full stack trace (confess() and > cluck()) > 188: # or simply report the caller's package (croak() and carp()), > respectively. > 189: # confess() and croak() die, carp() and cluck() warn. > 190: > 191: sub croak { die shortmess @_ } > 192: sub confess { die longmess @_ } > 193: sub carp { warn shortmess @_ } > 194: sub cluck { warn longmess @_ } > 195: > ... > > code stack: /usr/local/apps/perl-5.8.1/lib/5.8.1/Carp.pm:191 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:429 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:293 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Output.pm:41 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:95 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:74 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:22 > /usr/local/apps/rt-3.0.8//lib/RT.pm:247 > /usr/local/apps/perl-5.8.1/lib/5.8.1/Carp.pm:193 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:427 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:293 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Output.pm:41 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:95 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:74 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:22 > /usr/local/apps/rt-3.0.8//lib/RT/Interface/Web.pm:637 > /usr/local/apps/rt-3.0.8/share/html/Search/Listing.html:101 > /usr/local/apps/rt-3.0.8/share/html/autohandler:189 > > > > I got follwing error in apache log file > unix dgram connect: Socket operation on non-socket at > /usr/local/apps/perl-5.8.1 > /lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 > > I checked the log files permission in ( from RT_Config.pm), there are > fine. > > Any idea what went wrong??? > > Thanks > >-- > > >warm regards >Vinita Vigine Murugiah >Email : vinita at cs.mu.oz.au > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Sun Mar 14 23:00:45 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sun, 14 Mar 2004 23:00:45 -0500 Subject: [rt-users] Socket operation on non-socket In-Reply-To: <4054F91B.20700@cs.mu.oz.au> References: <4054F91B.20700@cs.mu.oz.au> Message-ID: <6.0.1.1.2.20040314225936.03353b08@pop.mail.yahoo.com> At 07:30 PM 3/14/2004, vinita vigine MURUGIAH wrote: >Hi I just installed rt & apache and started the apache. It all seems fine. >I even added a user and few Queue, then I clicked on the queue from the >home (Quick Search) I go the following system error > > >error: no connection to syslog available at >/usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 Are you by chance running under Solaris? If you are, disable syslog logging and log to a file. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From mailbag at anothernet.com Sun Mar 14 23:31:56 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Sun, 14 Mar 2004 23:31:56 -0500 Subject: Memory Leak ? Re: [rt-users] System Requirements In-Reply-To: Message-ID: The page you pointed to says that one way to improve performance is to pre-load modules. Has there been any discussion about which modules it might be a good idea to pre-load? Like SearchBuilder, for example, or one of the modules that handles attachments? I see webmux.pl is called and that's probably loaded a few. Chago > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Chris Ridd > Sent: Friday, March 12, 2004 3:20 AM > To: rt-users at lists.bestpractical.com > Subject: Re: Memory Leak ? Re: [rt-users] System Requirements > > > On 12/3/04 12:34 am, Russ Roff wrote: > > > Jim may be using 3.0.8, but I'm indeed on 3.0.9 per my original message. > > Any suggestions there? > > I'm playing with 3.0.9 as well, on Linux/x86. It is nice and quick when I > just start Apache up, but *very* slow about a day later. I'm the only RT > user. It is a vanilla install of Apache 1.3.x with built-in mod_perl 1.29, > with no config changes apart from the required RT stuff. > > I didn't think to look at memory/swap usage, sorry. > > I suspect it is not a leak, but rather (mod_)perl just keeping a lot of > compiled code in memory/cache. There's a lot of material here: > > > > Cheers, > > Chris > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From stefan at kornhuber.com Mon Mar 15 03:01:35 2004 From: stefan at kornhuber.com (Stefan Kornhuber) Date: Mon, 15 Mar 2004 09:01:35 +0100 Subject: [rt-users] set automatically the owner of a new ticket In-Reply-To: <20040314195920.GB21385@chaka.net> References: <4054A6F5.70604@kornhuber.com> <20040314195920.GB21385@chaka.net> Message-ID: <405562DF.7000103@kornhuber.com> Hello Todd, this command seems to be a few buggy (syslog file) $self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') BTW. Is somewhere a description about such commands on the rt page? thanks for your help Steve Todd Chapman wrote: > This script should work. Change MyHeader and fred to the > appropriate values. > > Description: Set Owner > Condition: OnCreate > Action: User Defined > Custom action preparation code: > 1; > Custom action cleanup code: > if ($self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') eq 'fred') { > $self->TicketObj->SetOwner('fred'); > } > else { > return 1; > } > > Stage: TransactionCreate > Template: Global template Autoreply > > On Sun, Mar 14, 2004 at 07:39:49PM +0100, Stefan Kornhuber wrote: > >>Hello, >> >>Systeminfo: RT 3.0.9 >> >>I have following problem: >>Another management system will send mails with an additional owner >>information in the header to rt especially for one owner. >> >>How could I create a script, which set the owner depending on the >>additional header information? >> >>thx for your help. >>Steve >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.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 christian.steger at ripe.at Mon Mar 15 03:12:08 2004 From: christian.steger at ripe.at (Christian Steger) Date: Mon, 15 Mar 2004 09:12:08 +0100 (CET) Subject: [rt-users] display mode! absent/desent (rt3) Message-ID: <4344.195.58.161.5.1079338328.squirrel@wm.ripe.at> hello there, i have a very simple question, but dont know how to proceed: how can i change while displaying tickets to see the newest on top "per default".. probably somewhere absent/desent to set? thanks for any comments! chris From Richard.Ellis at Sun.COM Mon Mar 15 03:27:30 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Mon, 15 Mar 2004 08:27:30 +0000 Subject: [rt-users] Re: Socket Operation on non-socket In-Reply-To: <20040315013842.CE70B1131F@pallas.eruditorum.org> References: <20040315013842.CE70B1131F@pallas.eruditorum.org> Message-ID: <1079339249.59850.16.camel@sr-egmp02-02> Hi, You don't say what spec, version etc you are using, but try the Solaris fix on wiki.bestpractical.com to see if it solves your problem. Rik > Message: 5 > Date: Mon, 15 Mar 2004 11:30:19 +1100 > From: vinita vigine MURUGIAH > Subject: [rt-users] Socket operation on non-socket > To: rt-users at lists.bestpractical.com > Message-ID: <4054F91B.20700 at cs.mu.oz.au> > Content-Type: text/plain; charset="us-ascii" > > Hi I just installed rt & apache and started the apache. It all seems fine. > I even added a user and few Queue, then I clicked on the queue from the > home (Quick Search) I go the following system error > > > error: no connection to syslog available at > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm > line 77 > context: > ... > 187: # whether they should generate a full stack trace (confess() and > cluck()) > 188: # or simply report the caller's package (croak() and carp()), > respectively. > 189: # confess() and croak() die, carp() and cluck() warn. > 190: > 191: sub croak { die shortmess @_ } > 192: sub confess { die longmess @_ } > 193: sub carp { warn shortmess @_ } > 194: sub cluck { warn longmess @_ } > 195: > ... > > code stack: /usr/local/apps/perl-5.8.1/lib/5.8.1/Carp.pm:191 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:429 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:293 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Output.pm:41 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:95 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:74 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:22 > /usr/local/apps/rt-3.0.8//lib/RT.pm:247 > /usr/local/apps/perl-5.8.1/lib/5.8.1/Carp.pm:193 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:427 > /usr/local/apps/perl-5.8.1/lib/5.8.1/i86pc-solaris/Sys/Syslog.pm:293 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm:77 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch/Output.pm:41 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:95 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:74 > /usr/local/apps/perl-5.8.1/lib/site_perl/5.8.1/Log/Dispatch.pm:22 > /usr/local/apps/rt-3.0.8//lib/RT/Interface/Web.pm:637 > /usr/local/apps/rt-3.0.8/share/html/Search/Listing.html:101 > /usr/local/apps/rt-3.0.8/share/html/autohandler:189 > > > > I got follwing error in apache log file > unix dgram connect: Socket operation on non-socket at > /usr/local/apps/perl-5.8.1 > /lib/site_perl/5.8.1/Log/Dispatch/Syslog.pm line 77 > > I checked the log files permission in ( from RT_Config.pm), there are fine. > > Any idea what went wrong??? > > Thanks > > -- > > > warm regards > Vinita Vigine Murugiah > Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: http://lists.fsck.com/pipermail/rt-users/attachments/20040315/3ee13a32/attachment-0001.html > > ------------------------------ -- Rick Ellis From chris.ridd at isode.com Mon Mar 15 05:34:58 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Mon, 15 Mar 2004 10:34:58 +0000 Subject: [rt-users] RT-Attach-Message Message-ID: The April 13 2003 draft of the manual notes that the "latest" version of RT supports the inclusion of original messages as attachments instead of inline. I tried changing the autoreply template so that the heading was just: RT-Attach-Message: yes Subject: AutoReply: {$Ticket->Subject} I removed the trailing {$Transaction->Content()} stuff because I didn't want the content twice. Unfortunately the autoreply messages do not contain the original message as an attachment. Since the content is also no longer inline, I assume the template's being used correctly. No errors are being logged by RT. Has anyone else tried this feature? Successfully? ;-) Cheers, Chris From cubic at acronis.ru Mon Mar 15 06:05:52 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 15 Mar 2004 14:05:52 +0300 Subject: [rt-users] RT-Attach-Message In-Reply-To: References: Message-ID: <40558E10.4080409@acronis.ru> Chris Ridd wrote: > The April 13 2003 draft of the manual notes that the "latest" version of RT > supports the inclusion of original messages as attachments instead of > inline. > > I tried changing the autoreply template so that the heading was just: > > RT-Attach-Message: yes This adds not all parts of mail as attachments. > Subject: AutoReply: {$Ticket->Subject} > > I removed the trailing {$Transaction->Content()} stuff because I didn't want > the content twice. You shouldn't remove this. > > Unfortunately the autoreply messages do not contain the original message as > an attachment. Since the content is also no longer inline, I assume the > template's being used correctly. No errors are being logged by RT. Now you can't add orig message as attachment. > > Has anyone else tried this feature? Successfully? ;-) > > Cheers, > > Chris > From stefan at kornhuber.com Mon Mar 15 06:07:57 2004 From: stefan at kornhuber.com (Stefan Kornhuber) Date: Mon, 15 Mar 2004 12:07:57 +0100 Subject: [rt-users] Custom Condition (status and requestor email address) Message-ID: <40558E8D.6030704@kornhuber.com> Hello, a script should be used when the ticket will be create and a special email address is the requestor. I used following custom condition, but it is buggy :-(. return ($self->TransactionObj->Type eq 'Create' && $self->TicketObj->Requestor->EmailAddress eq 'test at domain.com'); thankx for your help. Steve From chris.ridd at isode.com Mon Mar 15 07:45:06 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Mon, 15 Mar 2004 12:45:06 +0000 Subject: [rt-users] RT-Attach-Message In-Reply-To: <40558E10.4080409@acronis.ru> Message-ID: On 15/3/04 11:05 am, Ruslan U. Zakirov wrote: > Chris Ridd wrote: >> The April 13 2003 draft of the manual notes that the "latest" version of RT >> supports the inclusion of original messages as attachments instead of >> inline. >> >> I tried changing the autoreply template so that the heading was just: >> >> RT-Attach-Message: yes > This adds not all parts of mail as attachments. What does it add? >> Subject: AutoReply: {$Ticket->Subject} >> >> I removed the trailing {$Transaction->Content()} stuff because I didn't want >> the content twice. > You shouldn't remove this. If the message isn't being attached as I hoped, then I agree I need to restore this code. >> Unfortunately the autoreply messages do not contain the original message as >> an attachment. Since the content is also no longer inline, I assume the >> template's being used correctly. No errors are being logged by RT. > Now you can't add orig message as attachment. OK, so is this feature mis-described in the documentation? Cheers, Chris From seph at directionless.org Mon Mar 15 08:07:05 2004 From: seph at directionless.org (seph) Date: Mon, 15 Mar 2004 08:07:05 -0500 Subject: [rt-users] Re: display mode! absent/desent (rt3) In-Reply-To: <4344.195.58.161.5.1079338328.squirrel@wm.ripe.at> (Christian Steger's message of "Mon, 15 Mar 2004 09:12:08 +0100 (CET)") References: <4344.195.58.161.5.1079338328.squirrel@wm.ripe.at> Message-ID: > i have a very simple question, but dont know how to proceed: > > how can i change while displaying tickets to see the newest on top > "per default".. probably somewhere absent/desent to set? check the mail archive. this was answered sometime in the last couple weeks. seph From cubic at acronis.ru Mon Mar 15 08:16:12 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 15 Mar 2004 16:16:12 +0300 Subject: [rt-users] RT-Attach-Message In-Reply-To: References: Message-ID: <4055AC9C.7010603@acronis.ru> Chris Ridd wrote: > On 15/3/04 11:05 am, Ruslan U. Zakirov wrote: > > >>Chris Ridd wrote: >> >>>The April 13 2003 draft of the manual notes that the "latest" version of RT >>>supports the inclusion of original messages as attachments instead of >>>inline. >>> >>>I tried changing the autoreply template so that the heading was just: >>> >>>RT-Attach-Message: yes >> >>This adds not all parts of mail as attachments. > > > What does it add? From code I see next: 1) It skips empty parts. 2) It skips Transaction->Content part. So you shouldn't remove it and also can't attach this part not in inline style. "Feature/bug" 3) It skips all 'text/plain' parts. For me it's a bug, 'report.txt' has type 'text/plain' but have to be attached. :( Just in case on wiki.bestpractical.com there is example of template part which add links on attachments to mail. > > >>>Subject: AutoReply: {$Ticket->Subject} >>> >>>I removed the trailing {$Transaction->Content()} stuff because I didn't want >>>the content twice. >> >>You shouldn't remove this. > > > If the message isn't being attached as I hoped, then I agree I need to > restore this code. > > >>>Unfortunately the autoreply messages do not contain the original message as >>>an attachment. Since the content is also no longer inline, I assume the >>>template's being used correctly. No errors are being logged by RT. >> >>Now you can't add orig message as attachment. > > > OK, so is this feature mis-described in the documentation? Not described deep enough :) You could fix it and send 'diff -u' patch. > > Cheers, > > Chris > From rt at chaka.net Mon Mar 15 08:31:23 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 15 Mar 2004 08:31:23 -0500 Subject: [rt-users] set automatically the owner of a new ticket In-Reply-To: <405562DF.7000103@kornhuber.com> References: <4054A6F5.70604@kornhuber.com> <20040314195920.GB21385@chaka.net> <405562DF.7000103@kornhuber.com> Message-ID: <20040315133123.GE21385@chaka.net> Typo. Corrected: $self->TransactionObj->Transaction->Attachments->First->GetHeader('MyHeader') Don't forget to replace 'MyHeader' with the name of your header. For documentation, read the code using perldoc -F. -Todd On Mon, Mar 15, 2004 at 09:01:35AM +0100, Stefan Kornhuber wrote: > Hello Todd, > > this command seems to be a few buggy (syslog file) > $self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') > > BTW. Is somewhere a description about such commands on the rt page? > > thanks for your help > Steve > > Todd Chapman wrote: > > >This script should work. Change MyHeader and fred to the > >appropriate values. > > > >Description: Set Owner > >Condition: OnCreate > >Action: User Defined > >Custom action preparation code: > >1; > >Custom action cleanup code: > >if > >($self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') eq 'fred') { > > $self->TicketObj->SetOwner('fred'); > >} > >else { > > return 1; > >} > > > >Stage: TransactionCreate > >Template: Global template Autoreply > > > >On Sun, Mar 14, 2004 at 07:39:49PM +0100, Stefan Kornhuber wrote: > > > >>Hello, > >> > >>Systeminfo: RT 3.0.9 > >> > >>I have following problem: > >>Another management system will send mails with an additional owner > >>information in the header to rt especially for one owner. > >> > >>How could I create a script, which set the owner depending on the > >>additional header information? > >> > >>thx for your help. > >>Steve > >>_______________________________________________ > >>rt-users mailing list > >>rt-users at lists.bestpractical.com > >>http://lists.bestpractical.com/mailman/listinfo/rt-users > >> > >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > From rt at chaka.net Mon Mar 15 08:36:04 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 15 Mar 2004 08:36:04 -0500 Subject: [rt-users] Custom Condition (status and requestor email address) In-Reply-To: <40558E8D.6030704@kornhuber.com> References: <40558E8D.6030704@kornhuber.com> Message-ID: <20040315133604.GF21385@chaka.net> It is: $self->TicketObj->Requestors with an 's' on the end. There can be more that one requestor. It returns an RT::Group object that you have to cycle through and check each member. -Todd On Mon, Mar 15, 2004 at 12:07:57PM +0100, Stefan Kornhuber wrote: > Hello, > > a script should be used when the ticket will be create and a special > email address is the requestor. > > I used following custom condition, but it is buggy :-(. > > return ($self->TransactionObj->Type eq 'Create' && > $self->TicketObj->Requestor->EmailAddress eq 'test at domain.com'); > > thankx for your help. > Steve > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From chris.ridd at isode.com Mon Mar 15 09:25:48 2004 From: chris.ridd at isode.com (Chris Ridd) Date: Mon, 15 Mar 2004 14:25:48 +0000 Subject: [rt-users] RT-Attach-Message In-Reply-To: <4055AC9C.7010603@acronis.ru> Message-ID: On 15/3/04 1:16 pm, Ruslan U. Zakirov wrote: > Chris Ridd wrote: >> On 15/3/04 11:05 am, Ruslan U. Zakirov wrote: >> >> >>> Chris Ridd wrote: >>> >>>> The April 13 2003 draft of the manual notes that the "latest" version of RT >>>> supports the inclusion of original messages as attachments instead of >>>> inline. >>>> >>>> I tried changing the autoreply template so that the heading was just: >>>> >>>> RT-Attach-Message: yes >>> >>> This adds not all parts of mail as attachments. >> >> >> What does it add? > From code I see next: > 1) It skips empty parts. > 2) It skips Transaction->Content part. So you shouldn't remove it and > also can't attach this part not in inline style. "Feature/bug" > 3) It skips all 'text/plain' parts. For me it's a bug, 'report.txt' has > type 'text/plain' but have to be attached. :( > > Just in case on wiki.bestpractical.com there is example of template part > which add links on attachments to mail. I need to look at the wiki in detail. There seems to be stuff there that will be very useful to me! >>> Now you can't add orig message as attachment. >> >> >> OK, so is this feature mis-described in the documentation? > Not described deep enough :) You could fix it and send 'diff -u' patch. I'm still playing around with and understanding RT, so this isn't currently a good idea :-) Cheers, Chris From rt at chaka.net Mon Mar 15 08:42:40 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 15 Mar 2004 08:42:40 -0500 Subject: [rt-users] set automatically the owner of a new ticket In-Reply-To: <20040315133123.GE21385@chaka.net> References: <4054A6F5.70604@kornhuber.com> <20040314195920.GB21385@chaka.net> <405562DF.7000103@kornhuber.com> <20040315133123.GE21385@chaka.net> Message-ID: <20040315134240.GH21385@chaka.net> Steven corrected me. It should be: $self->TransactionObj->Attachments->First->GetHeader('MyHeader') -Todd On Mon, Mar 15, 2004 at 08:31:23AM -0500, Todd Chapman wrote: > Typo. Corrected: > > $self->TransactionObj->Transaction->Attachments->First->GetHeader('MyHeader') > > Don't forget to replace 'MyHeader' with the name of your header. > > For documentation, read the code using perldoc -F. > > -Todd > > On Mon, Mar 15, 2004 at 09:01:35AM +0100, Stefan Kornhuber wrote: > > Hello Todd, > > > > this command seems to be a few buggy (syslog file) > > $self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') > > > > BTW. Is somewhere a description about such commands on the rt page? > > > > thanks for your help > > Steve > > > > Todd Chapman wrote: > > > > >This script should work. Change MyHeader and fred to the > > >appropriate values. > > > > > >Description: Set Owner > > >Condition: OnCreate > > >Action: User Defined > > >Custom action preparation code: > > >1; > > >Custom action cleanup code: > > >if > > >($self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') eq 'fred') { > > > $self->TicketObj->SetOwner('fred'); > > >} > > >else { > > > return 1; > > >} > > > > > >Stage: TransactionCreate > > >Template: Global template Autoreply > > > > > >On Sun, Mar 14, 2004 at 07:39:49PM +0100, Stefan Kornhuber wrote: > > > > > >>Hello, > > >> > > >>Systeminfo: RT 3.0.9 > > >> > > >>I have following problem: > > >>Another management system will send mails with an additional owner > > >>information in the header to rt especially for one owner. > > >> > > >>How could I create a script, which set the owner depending on the > > >>additional header information? > > >> > > >>thx for your help. > > >>Steve > > >>_______________________________________________ > > >>rt-users mailing list > > >>rt-users at lists.bestpractical.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 mherz at RigakuMSC.com Mon Mar 15 10:08:48 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Mon, 15 Mar 2004 09:08:48 -0600 Subject: [rt-users] Web Disply Error Message-ID: <200403151508.i2FF84K0026077@mail.rigaku.com> I ran rt-test-dependencies and they all say "Found". However, this is what displays on my screen: ------------------------------------------------- %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitWatcher( VALUE => $query, TYPE => 'Requestor', OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } --------------------------------------------------- Has anyone seen this or have any ideas what I can look for? Anything would help, thanks in advance. From cubic at acronis.ru Mon Mar 15 10:11:21 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 15 Mar 2004 18:11:21 +0300 Subject: [rt-users] Web Disply Error In-Reply-To: <200403151508.i2FF84K0026077@mail.rigaku.com> References: <200403151508.i2FF84K0026077@mail.rigaku.com> Message-ID: <4055C799.7010901@acronis.ru> Michael Herz wrote: > > I ran rt-test-dependencies and they all say "Found". However, this is what > displays on my screen: Apache don't parse Mason pages. Wrong apache config. [snip] From jesse at bestpractical.com Mon Mar 15 10:15:07 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Mar 2004 10:15:07 -0500 Subject: [rt-users] RT-Attach-Message In-Reply-To: <4055AC9C.7010603@acronis.ru> References: <4055AC9C.7010603@acronis.ru> Message-ID: <8B466CBD-7693-11D8-9262-000A95AA631E@bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mar 15, 2004, at 8:16 AM, Ruslan U. Zakirov wrote: > Chris Ridd wrote: >> On 15/3/04 11:05 am, Ruslan U. Zakirov wrote: >>> Chris Ridd wrote: >>> >>>> The April 13 2003 draft of the manual notes that the "latest" >>>> version of RT >>>> supports the inclusion of original messages as attachments instead >>>> of >>>> inline. >>>> >>>> I tried changing the autoreply template so that the heading was >>>> just: >>>> >>>> RT-Attach-Message: yes >>> >>> This adds not all parts of mail as attachments. >> What does it add? > From code I see next: > 1) It skips empty parts. > 2) It skips Transaction->Content part. So you shouldn't remove it and > also can't attach this part not in inline style. "Feature/bug" > 3) It skips all 'text/plain' parts. For me it's a bug, 'report.txt' > has type 'text/plain' but have to be attached. :( > Hm. That sounds _wrong_. I'll try to have a look -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (Darwin) iD8DBQFAVch7QaM/s3DrrJARArhtAJwLOGY24MB/pnm6zD85qxYyhW5OTQCeJHWG Kg444l1snYGDu2QX4xn8xy8= =/10Z -----END PGP SIGNATURE----- From daniel-wittenberg at starken.com Mon Mar 15 11:11:09 2004 From: daniel-wittenberg at starken.com (Daniel Wittenberg) Date: Mon, 15 Mar 2004 10:11:09 -0600 Subject: [rt-users] user variables and cleanup script Message-ID: <1079366375.22621.5.camel@hawk.wittenberg.org> I'm just getting started with RT, and was looking at modifying the "Quick Search" to show users instead of queue's. Looks like I'd have to modify: while (my $queue = $Queues->Next) { and $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); But not sure where to find the right variables/arrays for users and not queue's. Tried searching for it, but not really sure what I'm looking for. - Does anyone have a script to just dump all the tickets but leave the permissions and everything in place? Thanks, Dan From jesse at bestpractical.com Mon Mar 15 11:50:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 15 Mar 2004 11:50:26 -0500 Subject: [rt-users] RT-Attach-Message In-Reply-To: <4055AC9C.7010603@acronis.ru> References: <4055AC9C.7010603@acronis.ru> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mar 15, 2004, at 8:16 AM, Ruslan U. Zakirov wrote: > Chris Ridd wrote: >> On 15/3/04 11:05 am, Ruslan U. Zakirov wrote: >>> Chris Ridd wrote: >>> >>>> The April 13 2003 draft of the manual notes that the "latest" >>>> version of RT >>>> supports the inclusion of original messages as attachments instead >>>> of >>>> inline. >>>> >>>> I tried changing the autoreply template so that the heading was >>>> just: >>>> >>>> RT-Attach-Message: yes >>> >>> This adds not all parts of mail as attachments. >> What does it add? > From code I see next: > 1) It skips empty parts. > 2) It skips Transaction->Content part. So you shouldn't remove it and > also can't attach this part not in inline style. "Feature/bug" > 3) It skips all 'text/plain' parts. For me it's a bug, 'report.txt' > has type 'text/plain' but have to be attached. :( next if ( $transaction_content_obj && $transaction_content_obj->Id == $attach->Id && $transaction_content_obj->ContentType =~ qr{text/plain}i ); Ah. It only skips text plain parts that are $transaction->Content. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (Darwin) iD8DBQFAVd7SQaM/s3DrrJARAjJtAJ9KpWoUY/zOO8GxyfJ7dq/ZdqD1XQCdHX9n +XS250l26EFjFYuOcxe7EcA= =AiW9 -----END PGP SIGNATURE----- From leon at iwa-solutions.com Mon Mar 15 12:57:24 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Mon, 15 Mar 2004 10:57:24 -0700 Subject: [rt-users] Banner does show under SSL In-Reply-To: <200403130726.06579.cerion@terpsichore.ws> References: <6.0.1.1.0.20040312154949.04e23c70@iwapps4.iwapps.com> <200403130726.06579.cerion@terpsichore.ws> Message-ID: <6.0.1.1.0.20040315105127.0490d610@iwapps4.iwapps.com> At 11:26 PM 3/12/04, Cerion Armour-Brown wrote: >Did you rem to set "WebBaseURL" to https in RT_SiteConfig.pm? >The name resolution stuff was just that you can't have multiple ssl virtual >hosts, 'cos the ssl handshake happens before the hostname is resolved... Yes, I did....Thnx anyway >Your httpd.conf looks a little complex... try the changes below >(I have ssl working, also 'requiring' client certificates - lemme know if you >want that configuration too) >Cerion I tried the revised configuration and the vhost won't even start, so I went back to the orgiinal config. However, on the good side, the banner shows up just fine today. On the bad side, it appears to of caused some problems with my email interface (but that is a separate issue) >On Friday 12 March 2004 23:59, Leon Sonntag wrote: > > Well I finally got RT 3.06 runnning under SSL on my RedHat 8 box. I seem > > to recall before hearing something abt that having to do with name > > resolution. But when looked thru the archives I came up empty. > > My Apache CONF file looks like: > ># You don't need/want the servername in the VH directive. > > > ServerName rt.server.com:443 # port not _necessary_ here, but better. > > ServerAdmin root at server.com > > DocumentRoot /opt/rt3/share/html > > ErrorLog logs/rt/error_log > > TransferLog logs/rt/access_log > > > > SSLEngine on > > SSLCipherSuite > > ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP:+eNULL > > SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.server.com.crt > > SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.server.com.key > > SSLCertificateChainFile /etc/httpd/conf/ssl.crt/ca.crt > > > > SSLOptions +FakeBasicAuth +ExportCertData +CompatEnvVars +StrictRequire > > > > SSLOptions +StdEnvVars > > > > PerlModule Apache2 Apache::compat > > PerlModule Apache2 Apache::DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > AddDefaultCharset UTF-8 > > > SetHandler perl-script > PerlHandler RT::Mason > > > ># SSLOptions +StdEnvVars # the 'Files' directive does this already > Order allow,deny > Allow from all ># Options All # sure you want this? ># AllowOverride All # and this? ># AddDefaultCharset UTF-8 # I put this above... ># # and this I put in the ># SetHandler perl-script ># PerlHandler RT::Mason ># > > ># The rest shouldn't be necessary. > ># ># SSLOptions +StdEnvVars ># SetHandler perl-script ># PerlHandler RT::Mason ># > ># ># SSLOptions +StdEnvVars ># SetHandler perl-script ># PerlHandler RT::Mason ># > ># ># SSLOptions +StdEnvVars ># SetHandler perl-script ># PerlHandler RT::Mason ># > > > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From leon at iwa-solutions.com Mon Mar 15 13:42:28 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Mon, 15 Mar 2004 11:42:28 -0700 Subject: [rt-users] Protocol Scheme not supported Message-ID: <6.0.1.1.0.20040315112941.04923c50@iwapps4.iwapps.com> I'm having problems with an RT database the I have setup on Redhat 8. When I use the email gateway the mail gets held in the queue and I see an error (temporary failure. Command output: An Error Occurred ================= 501 Protocol scheme 'https' is not supported ) The change that brought this about is starting to run RT under SSL. I have been running without SSL just fine. I have reconfigured the RT_siteconfig file for "https:" I am able to get into the web interface just fine (a little slow maybe). Any ideas appreciated! RedHat 8 RT 3.0.6 Apache 2.0.40 Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From mherz at RigakuMSC.com Mon Mar 15 14:59:22 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Mon, 15 Mar 2004 13:59:22 -0600 Subject: [rt-users] Web Disply Error In-Reply-To: <4055C799.7010901@acronis.ru> Message-ID: <200403151958.i2FJwcK0031562@mail.rigaku.com> Can you explain this? How do I need to change the apache config? -----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, March 15, 2004 9:11 AM To: Michael Herz Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Web Disply Error Michael Herz wrote: > > I ran rt-test-dependencies and they all say "Found". However, this is > what displays on my screen: Apache don't parse Mason pages. Wrong apache config. [snip] _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 daniel-wittenberg at starken.com Mon Mar 15 15:22:54 2004 From: daniel-wittenberg at starken.com (Daniel Wittenberg) Date: Mon, 15 Mar 2004 14:22:54 -0600 Subject: [rt-users] hide elements per group Message-ID: <1079382173.22621.12.camel@hawk.wittenberg.org> Anyone have a way to hide elements when a person doesn't belong to a specific group or groups? I have a couple that are useful for my people to use, but shows too much info if a client logs in. Ideas? Dan From rt at chaka.net Mon Mar 15 15:11:33 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 15 Mar 2004 15:11:33 -0500 Subject: [rt-users] Let this user be granted rights? Message-ID: <20040315201133.GI21385@chaka.net> Quick question: If "Let this user be granted rights" is turned off for a user, do they still get: rights applied to System groups? rights applied to Roles? rights applied to User defined groups? I realize I could test this but this way the archive grows and I don't have to spend an hour making up fake config stuff. Thanks! -Todd From m-liebman at northwestern.edu Mon Mar 15 16:08:58 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 15 Mar 2004 16:08:58 -0500 Subject: [rt-users] Protocol Scheme not supported In-Reply-To: <6.0.1.1.0.20040315112941.04923c50@iwapps4.iwapps.com> References: <6.0.1.1.0.20040315112941.04923c50@iwapps4.iwapps.com> Message-ID: <20040315210858.GA28634@SDF.LONESTAR.ORG> On Mon, Mar 15, 2004 at 11:42:28AM -0700, Leon Sonntag wrote: > (temporary failure. Command output: An Error Occurred > ================= 501 Protocol scheme 'https' is not supported ) > The change that brought this about is starting to run RT under SSL. I have > been running without SSL just fine. The mailgate can not use SSL. You need to keep a non-SSL vhost around for the mailgate. Most people make it only accessible from localhost. 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 nevans at fedex.com Mon Mar 15 16:27:03 2004 From: nevans at fedex.com (Nathan Evans) Date: Mon, 15 Mar 2004 15:27:03 -0600 Subject: [rt-users] Protocol Scheme not supported Message-ID: <304E38B7F0C51E4993C7D316A5B5179201CEB19C@MEMEXCH02V.corp.ds.fedex.com> > ================= 501 Protocol scheme 'https' is not supported ) Install the perl module SSLeay, it will fix that problem. From chad at waterz.net Mon Mar 15 16:46:55 2004 From: chad at waterz.net (Chad Waters) Date: Mon, 15 Mar 2004 16:46:55 -0500 Subject: [rt-users] Mailgate comment address problem (Debian Unstable debs) Message-ID: <20040315214655.GB21318@bittwiddlers.com> Hello... mail to my comment address is not being sent to RT. My postfix logs are showing this: Mar 15 15:50:02 helpdesk postfix/local[15884]: 91B5126ED66: to=, relay=local, delay=281939, status=deferred (temporary failure. Command output: Can't open comment: No such file or directory at /usr/bin/rt-mailgate line 434. RT server error. The RT server which handled your email did not behave as expected. It said: temporary failure ) My aliases are as follows: rt: "|/usr/bin/rt-mailgate --queue general --action correspond --url https://helpdesk/rt/" rt-comment: "|/usr/bin/rt-mailgate --queue --action comment --url https://helpdesk/rt/" Mail to the rt address is handled perfectly. Any ideas? All are recent Debian unstable packages: request-tracker3 = 3.0.9-2 rt3-clients = 3.0.9-2 perl = 5.8.3-2 apache-ssl = 1.3.29.0.1-5 mysql-server 4.0.18-2 I can supply versions of anything else relevant... Thanks -C -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From mailbag at anothernet.com Mon Mar 15 17:02:10 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Mon, 15 Mar 2004 17:02:10 -0500 Subject: [rt-users] Big performance gain from using FQDN?? Message-ID: Yesterday, we changed the way we access our internal RT server. We used to go with http://rt, but now we go with http://rt.ourdomain.com. Since then, performance has increased tremendously! I mean, tickets that used to take 10-15 seconds to open, now open in 3-4 seconds. Has anyone experienced this? We host our own (dual server) DNS and "RT" is an alias (CNAME) for the server it runs on (it's not a separate server). Apache is set up as follows: ServerName rt ServerPath /rt Options -Indexes TransferLog /var/log/httpd/rt.access_log ErrorLog /var/log/httpd/rt.error_log UserDir disabled ScriptAlias /cgi-bin/ /home/httpd/prodcgi-bin/rt/ ServerAlias rt >From a DNS perspective, and Apache's use of it, we don't see any reason for the increase in performance. Our domain DOES have a Squid proxy and that proxy runs on the same server RT runs ("Aha!", you say, "That's it!"). HOWEVER, we have the browsers set to bypass the proxy for internal servers. Plus, looking at the cache's stats, after hours us constant use today, the only RT object cached is: GET http://rt.ourdomain.com/NoAuth/images//bplogo.gif SQUID is set to NOT cache "query" URLs (e.g., http://xyz.abc.com/cgi-bin/cgiprog?query=here). Also, the 3-4 second ticket open time was measured after clearing the Squid and browser caches. Are we missing something obvious here? If not, could using the alias name (instead of the FQDN) really be affecting performance that much? Basic stats: RT 3.0.8 Perl 5.8.0 MySQL 3.23.58 Chago From rt at chaka.net Mon Mar 15 16:23:47 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 15 Mar 2004 16:23:47 -0500 Subject: [rt-users] Big performance gain from using FQDN?? In-Reply-To: References: Message-ID: <20040315212347.GK21385@chaka.net> I don't think Windows caches DNS lookups. Maybe using the FQDN causes one or two fewer lookups to be performed. Can you test the speen difference from a Unix box? -Todd On Mon, Mar 15, 2004 at 05:02:10PM -0500, Adolfo Santiago wrote: > Yesterday, we changed the way we access our internal RT server. We used to > go with http://rt, but now we go with http://rt.ourdomain.com. > > Since then, performance has increased tremendously! I mean, tickets that > used to take 10-15 seconds to open, now open in 3-4 seconds. > > Has anyone experienced this? > > We host our own (dual server) DNS and "RT" is an alias (CNAME) for the > server it runs on (it's not a separate server). Apache is set up as > follows: > > ServerName rt > ServerPath /rt > Options -Indexes > TransferLog /var/log/httpd/rt.access_log > ErrorLog /var/log/httpd/rt.error_log > UserDir disabled > ScriptAlias /cgi-bin/ /home/httpd/prodcgi-bin/rt/ > ServerAlias rt > > >From a DNS perspective, and Apache's use of it, we don't see any reason for > the increase in performance. > > Our domain DOES have a Squid proxy and that proxy runs on the same server RT > runs ("Aha!", you say, "That's it!"). HOWEVER, we have the browsers set to > bypass the proxy for internal servers. Plus, looking at the cache's stats, > after hours us constant use today, the only RT object cached is: > > GET http://rt.ourdomain.com/NoAuth/images//bplogo.gif > > SQUID is set to NOT cache "query" URLs (e.g., > http://xyz.abc.com/cgi-bin/cgiprog?query=here). > > Also, the 3-4 second ticket open time was measured after clearing the Squid > and browser caches. > > Are we missing something obvious here? If not, could using the alias name > (instead of the FQDN) really be affecting performance that much? > > Basic stats: > > RT 3.0.8 > Perl 5.8.0 > MySQL 3.23.58 > > Chago > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From lists-rt at pimb.org Mon Mar 15 17:57:38 2004 From: lists-rt at pimb.org (Jody Belka) Date: Mon, 15 Mar 2004 22:57:38 +0000 Subject: [rt-users] Mailgate comment address problem (Debian Unstable debs) In-Reply-To: <20040315214655.GB21318@bittwiddlers.com> References: <20040315214655.GB21318@bittwiddlers.com> Message-ID: <20040315225737.GA28167@faith.gentoo.org> On Mon, Mar 15, 2004 at 04:46:55PM -0500, Chad Waters wrote: > rt: "|/usr/bin/rt-mailgate --queue general --action correspond --url https://helpdesk/rt/" > rt-comment: "|/usr/bin/rt-mailgate --queue --action comment --url https://helpdesk/rt/" ^^^^^^^^ > Mail to the rt address is handled perfectly. Any ideas? You don't appear to have a queue name in the rt-comment line. -- Jody Belka knew (at) pimb (dot) org From leon at iwa-solutions.com Mon Mar 15 17:55:57 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Mon, 15 Mar 2004 15:55:57 -0700 Subject: [rt-users] Protocol Scheme not supported - RESOLVED In-Reply-To: <304E38B7F0C51E4993C7D316A5B5179201CEB19C@MEMEXCH02V.corp.d s.fedex.com> References: <304E38B7F0C51E4993C7D316A5B5179201CEB19C@MEMEXCH02V.corp.ds.fedex.com> Message-ID: <6.0.1.1.0.20040315154852.02408a50@iwapps4.iwapps.com> DAMM!!!!! I love it when there is a simple answer AND it works. THNX Nathan!!! That wasn't the exact answer for me but got me close enough to get what I needed. DETAILS - I was not able to get SSLeay thru CPAN so I checked RedHat (RHN) and found perl-crypt-SSLeay.Blah-Blah-Blah.rpm. Installed that, flushed my mail queues and Eureka! it worked like a champ! I also regained the speed that I had lost. At 02:27 PM 3/15/04, Nathan Evans wrote: > > ================= 501 Protocol scheme 'https' is not supported ) > >Install the perl module SSLeay, it will fix that problem. > > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From daniel-wittenberg at starken.com Mon Mar 15 20:44:27 2004 From: daniel-wittenberg at starken.com (Daniel Wittenberg) Date: Mon, 15 Mar 2004 19:44:27 -0600 Subject: [rt-users] Big performance gain from using FQDN?? In-Reply-To: <20040315212347.GK21385@chaka.net> References: <20040315212347.GK21385@chaka.net> Message-ID: <1079401467.40565bfbcf2bd@securemail.starken.com> Actually, windows does do some DNS caching, which you can flush using the command: ipconfig /flushdns Dan Quoting Todd Chapman : > I don't think Windows caches DNS lookups. Maybe using the FQDN > causes one or two fewer lookups to be performed. Can you test > the speen difference from a Unix box? > > -Todd > > On Mon, Mar 15, 2004 at 05:02:10PM -0500, Adolfo Santiago wrote: > > Yesterday, we changed the way we access our internal RT server. We used > to > > go with http://rt, but now we go with http://rt.ourdomain.com. > > > > Since then, performance has increased tremendously! I mean, tickets that > > used to take 10-15 seconds to open, now open in 3-4 seconds. > > > > Has anyone experienced this? > > > > We host our own (dual server) DNS and "RT" is an alias (CNAME) for the > > server it runs on (it's not a separate server). Apache is set up as > > follows: > > > > ServerName rt > > ServerPath /rt > > Options -Indexes > > TransferLog /var/log/httpd/rt.access_log > > ErrorLog /var/log/httpd/rt.error_log > > UserDir disabled > > ScriptAlias /cgi-bin/ /home/httpd/prodcgi-bin/rt/ > > ServerAlias rt > > > > >From a DNS perspective, and Apache's use of it, we don't see any reason > for > > the increase in performance. > > > > Our domain DOES have a Squid proxy and that proxy runs on the same server > RT > > runs ("Aha!", you say, "That's it!"). HOWEVER, we have the browsers set > to > > bypass the proxy for internal servers. Plus, looking at the cache's > stats, > > after hours us constant use today, the only RT object cached is: > > > > GET http://rt.ourdomain.com/NoAuth/images//bplogo.gif > > > > SQUID is set to NOT cache "query" URLs (e.g., > > http://xyz.abc.com/cgi-bin/cgiprog?query=here). > > > > Also, the 3-4 second ticket open time was measured after clearing the > Squid > > and browser caches. > > > > Are we missing something obvious here? If not, could using the alias name > > (instead of the FQDN) really be affecting performance that much? > > > > Basic stats: > > > > RT 3.0.8 > > Perl 5.8.0 > > MySQL 3.23.58 > > > > Chago > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From mailbag at anothernet.com Mon Mar 15 21:00:02 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Mon, 15 Mar 2004 21:00:02 -0500 Subject: [rt-users] Big performance gain from using FQDN?? In-Reply-To: <20040315212347.GK21385@chaka.net> Message-ID: I could test from a UNIX box, but I don't have any kind of performance baseline (even a subjective one) from that platform to compare to. For the last several weeks, we've been using RT strictly from Windows 2000 clients. I guess it is possible that the performance gain is related to the number of DNS lookups. However, I don't know if it would be at the client side. Everytime we sent a request to RT, we would see the httpd daemon come up (using the top command) and stay up there the entire time the PC was waiting to the response. It's definitely something in Apache and/or one of the Perl modules. The daemon would stay running way after the MySQL daemon would finish doing its job. Chago > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Monday, March 15, 2004 4:24 PM > To: Adolfo Santiago > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Big performance gain from using FQDN?? > > > I don't think Windows caches DNS lookups. Maybe using the FQDN > causes one or two fewer lookups to be performed. Can you test > the speen difference from a Unix box? > > -Todd > > On Mon, Mar 15, 2004 at 05:02:10PM -0500, Adolfo Santiago wrote: > > Yesterday, we changed the way we access our internal RT server. > We used to > > go with http://rt, but now we go with http://rt.ourdomain.com. > > > > Since then, performance has increased tremendously! I mean, > tickets that > > used to take 10-15 seconds to open, now open in 3-4 seconds. > > > > Has anyone experienced this? > > > > We host our own (dual server) DNS and "RT" is an alias (CNAME) for the > > server it runs on (it's not a separate server). Apache is set up as > > follows: > > > > ServerName rt > > ServerPath /rt > > Options -Indexes > > TransferLog /var/log/httpd/rt.access_log > > ErrorLog /var/log/httpd/rt.error_log > > UserDir disabled > > ScriptAlias /cgi-bin/ /home/httpd/prodcgi-bin/rt/ > > ServerAlias rt > > > > >From a DNS perspective, and Apache's use of it, we don't see > any reason for > > the increase in performance. > > > > Our domain DOES have a Squid proxy and that proxy runs on the > same server RT > > runs ("Aha!", you say, "That's it!"). HOWEVER, we have the > browsers set to > > bypass the proxy for internal servers. Plus, looking at the > cache's stats, > > after hours us constant use today, the only RT object cached is: > > > > GET http://rt.ourdomain.com/NoAuth/images//bplogo.gif > > > > SQUID is set to NOT cache "query" URLs (e.g., > > http://xyz.abc.com/cgi-bin/cgiprog?query=here). > > > > Also, the 3-4 second ticket open time was measured after > clearing the Squid > > and browser caches. > > > > Are we missing something obvious here? If not, could using the > alias name > > (instead of the FQDN) really be affecting performance that much? > > > > Basic stats: > > > > RT 3.0.8 > > Perl 5.8.0 > > MySQL 3.23.58 > > > > Chago > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From rt at chaka.net Mon Mar 15 20:25:18 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 15 Mar 2004 20:25:18 -0500 Subject: [rt-users] Big performance gain from using FQDN?? In-Reply-To: References: <20040315212347.GK21385@chaka.net> Message-ID: <20040316012518.GP21385@chaka.net> I did a Goodle on "apache mod_perl FQDN speed" and this RT related post was near the top and might be something worth looking at: http://marc.free.net.ph/message/20030715.140530.b488b07a.html -Todd On Mon, Mar 15, 2004 at 09:00:02PM -0500, Adolfo Santiago wrote: > I could test from a UNIX box, but I don't have any kind of performance > baseline (even a subjective one) from that platform to compare to. For the > last several weeks, we've been using RT strictly from Windows 2000 clients. > > I guess it is possible that the performance gain is related to the number of > DNS lookups. However, I don't know if it would be at the client side. > Everytime we sent a request to RT, we would see the httpd daemon come up > (using the top command) and stay up there the entire time the PC was waiting > to the response. It's definitely something in Apache and/or one of the Perl > modules. The daemon would stay running way after the MySQL daemon would > finish doing its job. > > Chago > > > > -----Original Message----- > > From: Todd Chapman [mailto:rt at chaka.net] > > Sent: Monday, March 15, 2004 4:24 PM > > To: Adolfo Santiago > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Big performance gain from using FQDN?? > > > > > > I don't think Windows caches DNS lookups. Maybe using the FQDN > > causes one or two fewer lookups to be performed. Can you test > > the speen difference from a Unix box? > > > > -Todd > > > > On Mon, Mar 15, 2004 at 05:02:10PM -0500, Adolfo Santiago wrote: > > > Yesterday, we changed the way we access our internal RT server. > > We used to > > > go with http://rt, but now we go with http://rt.ourdomain.com. > > > > > > Since then, performance has increased tremendously! I mean, > > tickets that > > > used to take 10-15 seconds to open, now open in 3-4 seconds. > > > > > > Has anyone experienced this? > > > > > > We host our own (dual server) DNS and "RT" is an alias (CNAME) for the > > > server it runs on (it's not a separate server). Apache is set up as > > > follows: > > > > > > ServerName rt > > > ServerPath /rt > > > Options -Indexes > > > TransferLog /var/log/httpd/rt.access_log > > > ErrorLog /var/log/httpd/rt.error_log > > > UserDir disabled > > > ScriptAlias /cgi-bin/ /home/httpd/prodcgi-bin/rt/ > > > ServerAlias rt > > > > > > >From a DNS perspective, and Apache's use of it, we don't see > > any reason for > > > the increase in performance. > > > > > > Our domain DOES have a Squid proxy and that proxy runs on the > > same server RT > > > runs ("Aha!", you say, "That's it!"). HOWEVER, we have the > > browsers set to > > > bypass the proxy for internal servers. Plus, looking at the > > cache's stats, > > > after hours us constant use today, the only RT object cached is: > > > > > > GET http://rt.ourdomain.com/NoAuth/images//bplogo.gif > > > > > > SQUID is set to NOT cache "query" URLs (e.g., > > > http://xyz.abc.com/cgi-bin/cgiprog?query=here). > > > > > > Also, the 3-4 second ticket open time was measured after > > clearing the Squid > > > and browser caches. > > > > > > Are we missing something obvious here? If not, could using the > > alias name > > > (instead of the FQDN) really be affecting performance that much? > > > > > > Basic stats: > > > > > > RT 3.0.8 > > > Perl 5.8.0 > > > MySQL 3.23.58 > > > > > > Chago > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From mailbag at anothernet.com Mon Mar 15 21:41:36 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Mon, 15 Mar 2004 21:41:36 -0500 Subject: [rt-users] Big performance gain from using FQDN?? In-Reply-To: <20040316012518.GP21385@chaka.net> Message-ID: Sounds related. Maybe we've hit something here. Chago > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Monday, March 15, 2004 8:25 PM > To: Adolfo Santiago > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Big performance gain from using FQDN?? > > > I did a Goodle on "apache mod_perl FQDN speed" and this RT related post > was near the top and might be something worth looking at: > > http://marc.free.net.ph/message/20030715.140530.b488b07a.html > > -Todd > > On Mon, Mar 15, 2004 at 09:00:02PM -0500, Adolfo Santiago wrote: > > I could test from a UNIX box, but I don't have any kind of performance > > baseline (even a subjective one) from that platform to compare > to. For the > > last several weeks, we've been using RT strictly from Windows > 2000 clients. > > > > I guess it is possible that the performance gain is related to > the number of > > DNS lookups. However, I don't know if it would be at the client side. > > Everytime we sent a request to RT, we would see the httpd daemon come up > > (using the top command) and stay up there the entire time the > PC was waiting > > to the response. It's definitely something in Apache and/or > one of the Perl > > modules. The daemon would stay running way after the MySQL daemon would > > finish doing its job. > > > > Chago > > > > > > > -----Original Message----- > > > From: Todd Chapman [mailto:rt at chaka.net] > > > Sent: Monday, March 15, 2004 4:24 PM > > > To: Adolfo Santiago > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Big performance gain from using FQDN?? > > > > > > > > > I don't think Windows caches DNS lookups. Maybe using the FQDN > > > causes one or two fewer lookups to be performed. Can you test > > > the speen difference from a Unix box? > > > > > > -Todd > > > > > > On Mon, Mar 15, 2004 at 05:02:10PM -0500, Adolfo Santiago wrote: > > > > Yesterday, we changed the way we access our internal RT server. > > > We used to > > > > go with http://rt, but now we go with http://rt.ourdomain.com. > > > > > > > > Since then, performance has increased tremendously! I mean, > > > tickets that > > > > used to take 10-15 seconds to open, now open in 3-4 seconds. > > > > > > > > Has anyone experienced this? > > > > > > > > We host our own (dual server) DNS and "RT" is an alias > (CNAME) for the > > > > server it runs on (it's not a separate server). Apache is set up as > > > > follows: > > > > > > > > ServerName rt > > > > ServerPath /rt > > > > Options -Indexes > > > > TransferLog /var/log/httpd/rt.access_log > > > > ErrorLog /var/log/httpd/rt.error_log > > > > UserDir disabled > > > > ScriptAlias /cgi-bin/ /home/httpd/prodcgi-bin/rt/ > > > > ServerAlias rt > > > > > > > > >From a DNS perspective, and Apache's use of it, we don't see > > > any reason for > > > > the increase in performance. > > > > > > > > Our domain DOES have a Squid proxy and that proxy runs on the > > > same server RT > > > > runs ("Aha!", you say, "That's it!"). HOWEVER, we have the > > > browsers set to > > > > bypass the proxy for internal servers. Plus, looking at the > > > cache's stats, > > > > after hours us constant use today, the only RT object cached is: > > > > > > > > GET http://rt.ourdomain.com/NoAuth/images//bplogo.gif > > > > > > > > SQUID is set to NOT cache "query" URLs (e.g., > > > > http://xyz.abc.com/cgi-bin/cgiprog?query=here). > > > > > > > > Also, the 3-4 second ticket open time was measured after > > > clearing the Squid > > > > and browser caches. > > > > > > > > Are we missing something obvious here? If not, could using the > > > alias name > > > > (instead of the FQDN) really be affecting performance that much? > > > > > > > > Basic stats: > > > > > > > > RT 3.0.8 > > > > Perl 5.8.0 > > > > MySQL 3.23.58 > > > > > > > > Chago > > > > > > > > > > > > _______________________________________________ > > > > rt-users mailing list > > > > rt-users at lists.bestpractical.com > > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From psilver at ultrafast.com.au Tue Mar 16 01:05:37 2004 From: psilver at ultrafast.com.au (Peter Silver) Date: 16 Mar 2004 16:05:37 +1000 Subject: [rt-users] EX_TEMPFAIL for emails containing attachments Message-ID: <1079417136.1062.413.camel@pete> Hi, System info; RT 3.0.9 DBIx::SearchBuilder 0.97_02 mod_perl 1.29 Apache 1.3.29 Sendmail 8.12.10 Perl 5.8.0 MySQL 4.0.17 Over the past week or so I began seeing a large number of spamassassin processes accumulating on our RT system. I removed the spamassassin config from our RT setup, and setup /etc/aliases to send directly to rt-mailgate; support: "|/opt/rt-3-0-9/bin/rt-mailgate --queue support --action correspond --url http://our.rt.url" support-comment: "|/opt/rt-3-0-9/bin/rt-mailgate --queue support --action comment --url http://our.rt.url" I now see the following error in /var/log/maillog; "stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL" I've run a few tests, and this is only occuring with emails containing attachments - all other emails are accepted by rt-mailgate and created as a ticket in the RT system. The rt log shows nothing for the incoming email. The apache logs show nothing strange. I receive the following manually submitting an email with no attachment; $ /opt/rt-3-0-9/bin/rt-mailgate --debug --queue support --action correspond --url http://our.rt.url < testmsg Connecting to http://our.rt.url/REST/1.0/NoAuth/mail-gateway at /opt/rt-3-0-9/bin/rt-mailgate line 444, <> chunk 1. ok Ticket: 146294 Queue: support Owner: Nobody Status: new Subject: Test Requestor: psilver at ultrafast.com.au When I try submitting an email with an attachment, rt-mailgate will take 3mins before returning the following error; An Error Occurred ================= 500 read timeout max_allowed_packet is set to 5M in MySQL, and $MaxAttachmentSize is '10000000' in RT_SiteConfig.pm, so this isn't a problem since 30kb attachments are failing. Any suggestions as to what's causing this problem? thanks, Peter From Bob.Conron at ap.ftid.com Tue Mar 16 06:04:55 2004 From: Bob.Conron at ap.ftid.com (Bob.Conron at ap.ftid.com) Date: Tue, 16 Mar 2004 22:04:55 +1100 Subject: [rt-users] Setting up Approvals Message-ID: Hi, Trying to follow Appendix 5 and I have setup a custom scrip on one of my queues that uses the create tickets action but the template I have linked to the scrip does not seem to execute.How can I check this out? The template refers to the Approval queue but the queue in RT is __Approvals I have tried both, enabling and disabling the ___Approvals queue but nothing seems to work as it is described. Here is the custom scrip Condition is On Create Action is Create tickets Stage is Transaction Create Template is ApprovalTemplate Here is the ApprovalTemplate ===Create-Ticket:approval Queue: Approvals Type: Approval Subject: Code review for {$Tickets{'Top'}->Subject} Depended-On-By: {$Tickets{'Top'}->Id} Refers-To:{$Tickets{'Top'}->Id} Content: Ticket has been created that requires your approval. ENDOFCONTENT ===Create-Ticket:two Subject: Manager Approval {$Tickets{'Top'}->Id} Depended-On_by:{$Tickets{"TOP"}-Id} Refers-On:{$Tickets{"approval"}->Id} Queue: Approvals Type: Approval Content-Type: text/plain Content: Another Ticket has been created that requires your approval. ENDOFCONTENT Any help would be appreciated Thanks Bob From RT-User at wiwi.uni-wuppertal.de Tue Mar 16 08:15:11 2004 From: RT-User at wiwi.uni-wuppertal.de (RT-User) Date: Tue, 16 Mar 2004 14:15:11 +0100 Subject: [rt-users] Attachments and more attachments Message-ID: Hi there! Seems like we have a big problem with those attachments. We switched today to 3.0.9 from the debian-maintained package and everything went well. But now we are figuring out, that we can not look at any of the attachments, wether old or new. The output is send to the browser like plain-text or similar, so that you can look at a lot of rubbish, rather than at a jpg... We are running on Debian Sarge, Perl 5.8.3 RT 3.0.9 mysql 4.0.16 apache 1.3.x Under the previous version (3.0.6) everythng went fine. Thanks for your help! Christian From m-liebman at northwestern.edu Tue Mar 16 09:15:28 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 16 Mar 2004 09:15:28 -0500 Subject: [rt-users] Protocol Scheme not supported In-Reply-To: <20040315210858.GA28634@SDF.LONESTAR.ORG> References: <6.0.1.1.0.20040315112941.04923c50@iwapps4.iwapps.com> <20040315210858.GA28634@SDF.LONESTAR.ORG> Message-ID: <20040316141528.GB24914@SDF.LONESTAR.ORG> On Mon, Mar 15, 2004 at 04:08:58PM -0500, Michael S. Liebman wrote: > The mailgate can not use SSL. Ignore me. I'm completely wrong. I shouldn't try to do too many things at once. :) 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 dmd at speakeasy.org Tue Mar 16 10:48:20 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 07:48:20 -0800 (PST) Subject: [rt-users] RT3: attempted reply with templates failing Message-ID: What to do about "This transaction appears to have no content" when it does have content (response content) ? My config: global scrips: none global templates: default set local queue scrips: 1, "resolved" "On resolve Autoreply to Requestors with template Autoreply" In template Autoreply: Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, The Management ------------------------------------------------------------------------- {$Transaction->Content()} ---------- And then the reply sent to a requestor looks like the above, but with "This transaction appears to have no content" instead of the actual content. Thanks folks for the help! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From jwilson at nobilis.com Tue Mar 16 11:06:32 2004 From: jwilson at nobilis.com (Jason Wilson) Date: Tue, 16 Mar 2004 11:06:32 -0500 Subject: [rt-users] Big performance gain from using FQDN?? Message-ID: <76CBA4753FF32448894B0E13B59C96B852B28D@yoda.us.nobilis.com> I suppose one way to test this with a Windows install would be to enter the short name/IP mapping in the hosts file. Yes, Windows has a hosts file too! And it takes precedence in DNS queries! Look in %SYSTEM_ROOT%\system32\drivers\etc Regards, Jason Wilson Systems Engineer Nobilis Software -----Original Message----- From: Adolfo Santiago [mailto:mailbag at anothernet.com] Sent: Monday, March 15, 2004 9:42 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Big performance gain from using FQDN?? Sounds related. Maybe we've hit something here. Chago > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Monday, March 15, 2004 8:25 PM > To: Adolfo Santiago > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Big performance gain from using FQDN?? > > > I did a Goodle on "apache mod_perl FQDN speed" and this RT related post > was near the top and might be something worth looking at: > > http://marc.free.net.ph/message/20030715.140530.b488b07a.html > > -Todd From mailbag at anothernet.com Tue Mar 16 11:53:56 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Tue, 16 Mar 2004 11:53:56 -0500 Subject: [rt-users] Big performance gain from using FQDN?? In-Reply-To: <76CBA4753FF32448894B0E13B59C96B852B28D@yoda.us.nobilis.com> Message-ID: If DNS from the Windows machine is a factor, putting an entry for RT in the hosts file of the machine will make a big difference. This is a sensible approach if the IP address of the RT machine is unlikely to change. I need to clarify, however, that the performance gains we are getting seem to come from the RT server itself, either the Apache daemon or one or more of the Perl modules. Chago > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jason > Wilson > Sent: Tuesday, March 16, 2004 11:07 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Big performance gain from using FQDN?? > > > I suppose one way to test this with a Windows install would be to enter > the short name/IP mapping in the hosts file. Yes, Windows has a hosts > file too! And it takes precedence in DNS queries! Look in > %SYSTEM_ROOT%\system32\drivers\etc > > Regards, > Jason Wilson > Systems Engineer > Nobilis Software > > -----Original Message----- > From: Adolfo Santiago [mailto:mailbag at anothernet.com] > Sent: Monday, March 15, 2004 9:42 PM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Big performance gain from using FQDN?? > > Sounds related. Maybe we've hit something here. > > Chago > > > -----Original Message----- > > From: Todd Chapman [mailto:rt at chaka.net] > > Sent: Monday, March 15, 2004 8:25 PM > > To: Adolfo Santiago > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Big performance gain from using FQDN?? > > > > > > I did a Goodle on "apache mod_perl FQDN speed" and this RT related > post > > was near the top and might be something worth looking at: > > > > http://marc.free.net.ph/message/20030715.140530.b488b07a.html > > > > -Todd > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From rt at chaka.net Tue Mar 16 11:11:56 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Mar 2004 11:11:56 -0500 Subject: [rt-users] Big performance gain from using FQDN?? In-Reply-To: References: <76CBA4753FF32448894B0E13B59C96B852B28D@yoda.us.nobilis.com> Message-ID: <20040316161156.GB21385@chaka.net> I was thinking more that you need to check the hosts file of your RT server. -Todd On Tue, Mar 16, 2004 at 11:53:56AM -0500, Adolfo Santiago wrote: > If DNS from the Windows machine is a factor, putting an entry for RT in the > hosts file of the machine will make a big difference. This is a sensible > approach if the IP address of the RT machine is unlikely to change. > > I need to clarify, however, that the performance gains we are getting seem > to come from the RT server itself, either the Apache daemon or one or more > of the Perl modules. > > Chago > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jason > > Wilson > > Sent: Tuesday, March 16, 2004 11:07 AM > > To: rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] Big performance gain from using FQDN?? > > > > > > I suppose one way to test this with a Windows install would be to enter > > the short name/IP mapping in the hosts file. Yes, Windows has a hosts > > file too! And it takes precedence in DNS queries! Look in > > %SYSTEM_ROOT%\system32\drivers\etc > > > > Regards, > > Jason Wilson > > Systems Engineer > > Nobilis Software > > > > -----Original Message----- > > From: Adolfo Santiago [mailto:mailbag at anothernet.com] > > Sent: Monday, March 15, 2004 9:42 PM > > To: rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] Big performance gain from using FQDN?? > > > > Sounds related. Maybe we've hit something here. > > > > Chago > > > > > -----Original Message----- > > > From: Todd Chapman [mailto:rt at chaka.net] > > > Sent: Monday, March 15, 2004 8:25 PM > > > To: Adolfo Santiago > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Big performance gain from using FQDN?? > > > > > > > > > I did a Goodle on "apache mod_perl FQDN speed" and this RT related > > post > > > was near the top and might be something worth looking at: > > > > > > http://marc.free.net.ph/message/20030715.140530.b488b07a.html > > > > > > -Todd > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rmo at sunnmore.net Tue Mar 16 12:50:51 2004 From: rmo at sunnmore.net (Roy-Magne Mo) Date: Tue, 16 Mar 2004 18:50:51 +0100 Subject: [rt-users] RT3 under fedora core? In-Reply-To: References: Message-ID: <40573E7B.2030702@sunnmore.net> Robert P. J. Day wrote: > has anyone installed and used RT3 under red hat's fedora core 1, and > made those details available somewhere? > > even more ambitiously, has anyone done this with the current beta of > fedora core 2? thanks. Works like a charm here on a hybrid between FC1 and FC2, but I'm running mod_perl and MySQL-packages are from mysql.com. Perl, apache and all dependencies are from FC2 and rawhide ;) -- Roy-Magne Mo From dmd at speakeasy.org Tue Mar 16 13:06:56 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 10:06:56 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: Follow-up on this: When attempting to view image in the Statistics package's generated graphs, using png, the browser prints a lot of high ascii. (diamond)PNG(4 chars) IHDR(many more chars) Versions I'm using: RT 3.0.9 perl 5.8.3 libgd-2.0.15 GD::Graph 1.53 (actually the code comments say its 1.53, but perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports 1.43 And in httpd.conf we have support; AddType image/png png AddType image/x-png png What happens is the statistics seem to work, I have real data on tickets for my queues, but I get broken graphics. The link to the graphic will have something like: http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labels=Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 But we get the broken icon thingie instead of a grapic plot. This has been verified in mozilla firebird 1.5, netscape 7, and IE6. So could someone clue me in as to whats missing -- that the Statistics package works is great, but that I cannot get it to draw graphics is frustrating. Thanks for all the help, you guys do good work, this is obviously a great set of packages. Any help appreciated... +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From kfh at mqsoftware.com Tue Mar 16 13:20:09 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 12:20:09 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1647@mailservermn.mqsoftware.com> Do you have RTFM installed, and if so, what version? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Tuesday, March 16, 2004 12:07 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) > > Follow-up on this: > > When attempting to view image in the Statistics package's generated > graphs, > using png, the browser prints a lot of high ascii. > > (diamond)PNG(4 chars) > IHDR(many more chars) > > Versions I'm using: > > RT 3.0.9 > perl 5.8.3 > libgd-2.0.15 > GD::Graph 1.53 (actually the code comments say its 1.53, but > perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports 1.43 > > And in httpd.conf we have support; > > AddType image/png png > AddType image/x-png png > > What happens is the statistics seem to work, I have real data on tickets > for my > queues, but I get broken graphics. The link to the graphic will have > something > like: > > http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe ls > =Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 > > But we get the broken icon thingie instead of a grapic plot. > > This has been verified in mozilla firebird 1.5, netscape 7, and IE6. > > So could someone clue me in as to whats missing -- that the Statistics > package works is great, but that I cannot get it to draw graphics is > frustrating. > > Thanks for all the help, you guys do good work, this is obviously > a great set of packages. Any help appreciated... > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From tim_wilson at hopkins.k12.mn.us Tue Mar 16 14:52:00 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Tue, 16 Mar 2004 13:52:00 -0600 Subject: [rt-users] RT not executing sending autoreply Message-ID: Hi everyone, I've got a problem with my RT installation that seems to have appeared out of nowhere some time ago. The problem is that RT is no longer sending out the autoreply to ticket requestors. RT accepts mail from the requestor and creates the ticket just fine, the requestor just doesn't get the email "receipt" telling them that the ticket was created. This worked perfectly until a few weeks ago. Unfortunately, I didn't realize that it had stopped working properly until recently and I can't identify any software upgrades that may be related to the problem. All other email correspondence appears to work perfectly with the requestors. I'm using the default scrip: On Create -> Notify Requestors -> Global template: Autoreply The log shows the following: [Tue Mar 16 19:31:54 2004] [info]: #536/2798 - Scrip 2 (/usr/share/perl5/RT/Action/SendEmail.pm:92) [Tue Mar 16 19:31:54 2004] [info]: No recipients found. Not sending. (/usr/share/perl5/RT/Action/SendEmail.pm:257) It looks like RT is not seeing the requestor here. The Web interface shows the requestor info and, as I mentioned before, all other mail correspondence works perfectly. I'm using the Debian binary of RT (3.0.6) with PostgreSQL (7.3), mod_perl, apache 1.3.x, and perl 5.8.3. I'd appreciate any ideas about how to proceed in tracking down the problem. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From rt at chaka.net Tue Mar 16 15:08:01 2004 From: rt at chaka.net (Todd Chapman) Date: Tue, 16 Mar 2004 15:08:01 -0500 Subject: [rt-users] How to go from id to User or Group? Message-ID: <20040316200801.GA4373@chaka.net> I'm writing a scrip that will run when an AddWatcher transaction happens. The NewValue is the Id of the user or group that is being added. I need to check if the Id belongs to a user or a group and then take the appropriate action. I probably need to to create a Principal object and then check the type but I can't figure out how. There is no Load method for Principal. Maybe I need to first build a Group? Thanks! -Todd From dmd at speakeasy.org Tue Mar 16 16:53:55 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 13:53:55 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1647@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1647@mailservermn.mqsoftware.com> Message-ID: I do have RTFM 2.0.2 installed . +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > Do you have RTFM installed, and if so, what version? > > > -- > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > -----Original Message----- > > From: David M Dennis [mailto:dmd at speakeasy.org] > > Sent: Tuesday, March 16, 2004 12:07 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > Follow-up on this: > > > > When attempting to view image in the Statistics package's generated > > graphs, > > using png, the browser prints a lot of high ascii. > > > > (diamond)PNG(4 chars) > > IHDR(many more chars) > > > > Versions I'm using: > > > > RT 3.0.9 > > perl 5.8.3 > > libgd-2.0.15 > > GD::Graph 1.53 (actually the code comments say its 1.53, but > > perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports 1.43 > > > > And in httpd.conf we have support; > > > > AddType image/png png > > AddType image/x-png png > > > > What happens is the statistics seem to work, I have real data on > tickets > > for my > > queues, but I get broken graphics. The link to the graphic will have > > something > > like: > > > > > http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe > ls > > > =Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 > > > > But we get the broken icon thingie instead of a grapic plot. > > > > This has been verified in mozilla firebird 1.5, netscape 7, and IE6. > > > > So could someone clue me in as to whats missing -- that the Statistics > > package works is great, but that I cannot get it to draw graphics is > > frustrating. > > > > Thanks for all the help, you guys do good work, this is obviously > > a great set of packages. Any help appreciated... > > > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > From kfh at mqsoftware.com Tue Mar 16 17:21:33 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 16:21:33 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C212@mailservermn.mqsoftware.com> You need to get a more recent version and install that. There was a bug in RTFM that introduced a blank line into the output, which corrupts the png files. Jesse released a fix in an RC of RTFM a few months ago, so any fairly recent version should do.... -Kelly > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Tuesday, March 16, 2004 3:54 PM > To: Kelly F. Hickel > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > I do have RTFM 2.0.2 installed . > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > Do you have RTFM installed, and if so, what version? > > > > > > -- > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > > > -----Original Message----- > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > Sent: Tuesday, March 16, 2004 12:07 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > Follow-up on this: > > > > > > When attempting to view image in the Statistics package's generated > > > graphs, > > > using png, the browser prints a lot of high ascii. > > > > > > (diamond)PNG(4 chars) > > > IHDR(many more chars) > > > > > > Versions I'm using: > > > > > > RT 3.0.9 > > > perl 5.8.3 > > > libgd-2.0.15 > > > GD::Graph 1.53 (actually the code comments say its 1.53, but > > > perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports 1.43 > > > > > > And in httpd.conf we have support; > > > > > > AddType image/png png > > > AddType image/x-png png > > > > > > What happens is the statistics seem to work, I have real data on > > tickets > > > for my > > > queues, but I get broken graphics. The link to the graphic will have > > > something > > > like: > > > > > > > > http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe > > ls > > > > > =Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 > > > > > > But we get the broken icon thingie instead of a grapic plot. > > > > > > This has been verified in mozilla firebird 1.5, netscape 7, and IE6. > > > > > > So could someone clue me in as to whats missing -- that the Statistics > > > package works is great, but that I cannot get it to draw graphics is > > > frustrating. > > > > > > Thanks for all the help, you guys do good work, this is obviously > > > a great set of packages. Any help appreciated... > > > > > > > > > +------------------------- > > > + Dave Dennis > > > + Seattle, WA > > > + dmd at speakeasy.org > > > + http://www.dmdennis.com > > > +------------------------- > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > From Kevin.Ruse at phillyshipyard.com Tue Mar 16 17:23:35 2004 From: Kevin.Ruse at phillyshipyard.com (Ruse, Kevin KPSI) Date: Tue, 16 Mar 2004 17:23:35 -0500 Subject: [rt-users] Rt can not display user names Message-ID: We have a working installation of rt 3.0.6 Today it was noticed that rt wasn't displaying user names most of time. I'll try to describe the issue. The usernames won't display under Configuration->users. Only the owner displays in a ticket, the requestor cc and admin cc fields are blank. When you click on People you will see the requestor cc and admin cc listed next to a check mark but the owner dropdown is now blank and only - and nobody is in the dropdown. I'm just wondering if anyone else has run across this issue. It seemed to me to be a parsing error somewhere in the user table but after looking through the records nothing jumped out at me. Kevin Ruse Kvaerner Philadelphia Shipyard -------------- next part -------------- An HTML attachment was scrubbed... URL: From vinita at cs.mu.OZ.AU Tue Mar 16 17:32:27 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Wed, 17 Mar 2004 09:32:27 +1100 Subject: [rt-users] Web external Auth Message-ID: <4057807B.6030704@cs.mu.oz.au> HI I have done following changes, but still I fall back to the internal Authentication. Any ideas?? any other settings I suppose to do? Thanks RT_SiteConfig.pm ---------------------- Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , 1); httpd.conf ------------- AllowOverride AuthConfig ...share/html/.htaccess ------------------------- AuthName "RT access" AuthType Basic AuthUserFile /local/host/apps/httpdmh/passwd/passwords require valid-user [vinita at mulga] httpdmh [1:101] ls -l /local/host/apps/httpdmh/passwd/passwords -rw-r--r-- 1 vinita tech 39 Mar 17 09:17 /local/host/apps/httpdmh/passwd/passwords [vinita at mulga] httpdmh [1:102] cat /local/host/apps/httpdmh/passwd/passwords vinita:ZiVGpbabcQ5Fs vvj:Laek4rgVabcYo -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 From dmd at speakeasy.org Tue Mar 16 17:48:39 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 14:48:39 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C212@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C212@mailservermn.mqsoftware.com> Message-ID: Thanks for the info! Will installing a newer version (mindful of the 'official' is 2.02) fix this bug? Is it possible to back out of RTFM entirely? If I make upgrade on RTFM, does that do anything to existing tickets / queues ? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > You need to get a more recent version and install that. There was a bug > in RTFM that introduced a blank line into the output, which corrupts the > png files. Jesse released a fix in an RC of RTFM a few months ago, so > any fairly recent version should do.... > -Kelly > > > -----Original Message----- > > From: David M Dennis [mailto:dmd at speakeasy.org] > > Sent: Tuesday, March 16, 2004 3:54 PM > > To: Kelly F. Hickel > > Cc: rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > I do have RTFM 2.0.2 installed . > > > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > Do you have RTFM installed, and if so, what version? > > > > > > > > > -- > > > Kelly F. Hickel > > > Senior Software Architect > > > MQSoftware, Inc > > > 952.345.8677 > > > kfh at mqsoftware.com > > > > > > > > > > -----Original Message----- > > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > > Sent: Tuesday, March 16, 2004 12:07 PM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > > > Follow-up on this: > > > > > > > > When attempting to view image in the Statistics package's > generated > > > > graphs, > > > > using png, the browser prints a lot of high ascii. > > > > > > > > (diamond)PNG(4 chars) > > > > IHDR(many more chars) > > > > > > > > Versions I'm using: > > > > > > > > RT 3.0.9 > > > > perl 5.8.3 > > > > libgd-2.0.15 > > > > GD::Graph 1.53 (actually the code comments say its 1.53, but > > > > perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports > 1.43 > > > > > > > > And in httpd.conf we have support; > > > > > > > > AddType image/png png > > > > AddType image/x-png png > > > > > > > > What happens is the statistics seem to work, I have real data on > > > tickets > > > > for my > > > > queues, but I get broken graphics. The link to the graphic will > have > > > > something > > > > like: > > > > > > > > > > > > http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe > > > ls > > > > > > > > =Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 > > > > > > > > But we get the broken icon thingie instead of a grapic plot. > > > > > > > > This has been verified in mozilla firebird 1.5, netscape 7, and > IE6. > > > > > > > > So could someone clue me in as to whats missing -- that the > Statistics > > > > package works is great, but that I cannot get it to draw graphics > is > > > > frustrating. > > > > > > > > Thanks for all the help, you guys do good work, this is obviously > > > > a great set of packages. Any help appreciated... > > > > > > > > > > > > +------------------------- > > > > + Dave Dennis > > > > + Seattle, WA > > > > + dmd at speakeasy.org > > > > + http://www.dmdennis.com > > > > +------------------------- > > > > _______________________________________________ > > > > rt-users mailing list > > > > rt-users at lists.bestpractical.com > > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > > > Have you read the FAQ? The RT FAQ Manager lives at > > > http://fsck.com/rtfm > > > > From dmd at speakeasy.org Tue Mar 16 18:11:34 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 15:11:34 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C212@mailservermn.mqsoftware.com> Message-ID: I just should have done the work. In the time,literally, it took to write this mail, RTFM 2.0.3rc9 make update installed, and fixed *most* of the problem ! Thanks for the heads up. But one graph still doesn't work -- the scatter plot. All the rest are working, but the Time to Resolve (scatter plot) is still a broken png . Any ideas? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, David M Dennis wrote: > Thanks for the info! > > Will installing a newer version (mindful of the 'official' is 2.02) > fix this bug? > > Is it possible to back out of RTFM entirely? > > If I make upgrade on RTFM, does that do anything to existing tickets / queues ? > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > You need to get a more recent version and install that. There was a bug > > in RTFM that introduced a blank line into the output, which corrupts the > > png files. Jesse released a fix in an RC of RTFM a few months ago, so > > any fairly recent version should do.... > > -Kelly > > > > > -----Original Message----- > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > Sent: Tuesday, March 16, 2004 3:54 PM > > > To: Kelly F. Hickel > > > Cc: rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > +------------------------- > > > + Dave Dennis > > > + Seattle, WA > > > + dmd at speakeasy.org > > > + http://www.dmdennis.com > > > +------------------------- > > > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > Do you have RTFM installed, and if so, what version? > > > > > > > > > > > > -- > > > > Kelly F. Hickel > > > > Senior Software Architect > > > > MQSoftware, Inc > > > > 952.345.8677 > > > > kfh at mqsoftware.com > > > > > > > > > > > > > -----Original Message----- > > > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > > > Sent: Tuesday, March 16, 2004 12:07 PM > > > > > To: rt-users at lists.bestpractical.com > > > > > Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > > > > > Follow-up on this: > > > > > > > > > > When attempting to view image in the Statistics package's > > generated > > > > > graphs, > > > > > using png, the browser prints a lot of high ascii. > > > > > > > > > > (diamond)PNG(4 chars) > > > > > IHDR(many more chars) > > > > > > > > > > Versions I'm using: > > > > > > > > > > RT 3.0.9 > > > > > perl 5.8.3 > > > > > libgd-2.0.15 > > > > > GD::Graph 1.53 (actually the code comments say its 1.53, but > > > > > perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports > > 1.43 > > > > > > > > > > And in httpd.conf we have support; > > > > > > > > > > AddType image/png png > > > > > AddType image/x-png png > > > > > > > > > > What happens is the statistics seem to work, I have real data on > > > > tickets > > > > > for my > > > > > queues, but I get broken graphics. The link to the graphic will > > have > > > > > something > > > > > like: > > > > > > > > > > > > > > > > http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe > > > > ls > > > > > > > > > > > =Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 > > > > > > > > > > But we get the broken icon thingie instead of a grapic plot. > > > > > > > > > > This has been verified in mozilla firebird 1.5, netscape 7, and > > IE6. > > > > > > > > > > So could someone clue me in as to whats missing -- that the > > Statistics > > > > > package works is great, but that I cannot get it to draw graphics > > is > > > > > frustrating. > > > > > > > > > > Thanks for all the help, you guys do good work, this is obviously > > > > > a great set of packages. Any help appreciated... > > > > > > > > > > > > > > > +------------------------- > > > > > + Dave Dennis > > > > > + Seattle, WA > > > > > + dmd at speakeasy.org > > > > > + http://www.dmdennis.com > > > > > +------------------------- > > > > > _______________________________________________ > > > > > rt-users mailing list > > > > > rt-users at lists.bestpractical.com > > > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > > > > > Have you read the FAQ? The RT FAQ Manager lives at > > > > http://fsck.com/rtfm > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From chad at waterz.net Tue Mar 16 18:27:29 2004 From: chad at waterz.net (Chad Waters) Date: Tue, 16 Mar 2004 18:27:29 -0500 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1647@mailservermn.mqsoftware.com> Message-ID: <20040316232729.GA31513@bittwiddlers.com> I got farther then him... All the graphs show except the scatter plot (last one). I'm getting this error: The image \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1,2,3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it contains errors. That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) and the Statistics3 tarball from the contrib download page. -C On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > I do have RTFM 2.0.2 installed . > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > Do you have RTFM installed, and if so, what version? > > > > > > -- > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > > > -----Original Message----- > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > Sent: Tuesday, March 16, 2004 12:07 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > Follow-up on this: > > > > > > When attempting to view image in the Statistics package's generated > > > graphs, > > > using png, the browser prints a lot of high ascii. > > > > > > (diamond)PNG(4 chars) > > > IHDR(many more chars) > > > > > > Versions I'm using: > > > > > > RT 3.0.9 > > > perl 5.8.3 > > > libgd-2.0.15 > > > GD::Graph 1.53 (actually the code comments say its 1.53, but > > > perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports 1.43 > > > > > > And in httpd.conf we have support; > > > > > > AddType image/png png > > > AddType image/x-png png > > > > > > What happens is the statistics seem to work, I have real data on > > tickets > > > for my > > > queues, but I get broken graphics. The link to the graphic will have > > > something > > > like: > > > > > > > > http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe > > ls > > > > > =Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 > > > > > > But we get the broken icon thingie instead of a grapic plot. > > > > > > This has been verified in mozilla firebird 1.5, netscape 7, and IE6. > > > > > > So could someone clue me in as to whats missing -- that the Statistics > > > package works is great, but that I cannot get it to draw graphics is > > > frustrating. > > > > > > Thanks for all the help, you guys do good work, this is obviously > > > a great set of packages. Any help appreciated... > > > > > > > > > +------------------------- > > > + Dave Dennis > > > + Seattle, WA > > > + dmd at speakeasy.org > > > + http://www.dmdennis.com > > > +------------------------- > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.com > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > Have you read the FAQ? The RT FAQ Manager lives at > > http://fsck.com/rtfm > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From myk1 at ptgrey.com Tue Mar 16 19:14:45 2004 From: myk1 at ptgrey.com (Mike White) Date: Tue, 16 Mar 2004 16:14:45 -0800 Subject: [rt-users] Mail error: Insecure dependency in open while running setgid Message-ID: <40579875.6050002@ptgrey.com> Hi all, Over the last couple of days, i've had a series of the following error happening intermittently when procmail calls rt-mailgate. The mail is lost and never makes it into RT. I searched the archives and the two main solutions to this type of problem are a) clear the mason cache and b) switch from FastCGI to mod_perl. I've done a), and am reluctantly considering b), but I just wanted to ping the group and see if anyone else has determined a more permanent solution to this. I'm running RT 3.0.9, Perl 5.8.3, MySQL 4, etc. Also: Would rt-mailgate return an error in this case? Could this error be handled in .procmailrc? Thanks! Mike Error report: ------- RT server error. The RT server which handled your email did not behave as expected. It said: System error error: Insecure dependency in open while running setgid at /usr/lib/perl5/5.8.3/i386-linux/IO/File.pm line 176, <_GEN_1> line 37. context: ... 172: $file = File::Spec->catfile(File::Spec->curdir(),$file); 173: } 174: $file = IO::Handle::_open_mode_string($mode) . " $file\0"; 175: } 176: open($fh, $file); 177: } 178: 179: 1; 180: code stack: /usr/lib/perl5/5.8.3/i386-linux/IO/File.pm:176 /usr/lib/perl5/5.8.3/i386-linux/IO/File.pm:147 /usr/lib/perl5/site_perl/5.8.1/MIME/Body.pm:414 /usr/lib/perl5/site_perl/5.8.1/MIME/Parser.pm:820 /usr/lib/perl5/site_perl/5.8.1/MIME/Parser.pm:1006 /usr/lib/perl5/site_perl/5.8.1/MIME/Parser.pm:707 /usr/lib/perl5/site_perl/5.8.1/MIME/Parser.pm:998 /usr/lib/perl5/site_perl/5.8.1/MIME/Parser.pm:1101 /usr/lib/perl5/site_perl/5.8.1/MIME/Tools.pm:164 /usr/lib/perl5/site_perl/5.8.1/MIME/Parser.pm:1102 /usr/lib/perl5/site_perl/5.8.1/MIME/Parser.pm:1135 /opt/rt3/lib/RT/EmailParser.pm:238 /opt/rt3/lib/RT/EmailParser.pm:211 /opt/rt3/lib/RT/Interface/Email.pm:432 /opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:31 ------- From kfh at mqsoftware.com Tue Mar 16 20:39:20 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 19:39:20 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C216@mailservermn.mqsoftware.com> > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Tuesday, March 16, 2004 4:49 PM > To: Kelly F. Hickel > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > Thanks for the info! > > Will installing a newer version (mindful of the 'official' is 2.02) > fix this bug? It did for almost everyone. Be mindful that you may have "local" versions of some of the RTFM files in your setup, so it might not fix it unless you clean those out. > > Is it possible to back out of RTFM entirely? Probably, but I don't know how. > > If I make upgrade on RTFM, does that do anything to existing tickets / > queues ? I don't think so, I'd be sure to back things up first.... (the installed directory and the database). -Kelly > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > You need to get a more recent version and install that. There was a bug > > in RTFM that introduced a blank line into the output, which corrupts the > > png files. Jesse released a fix in an RC of RTFM a few months ago, so > > any fairly recent version should do.... > > -Kelly > > > > > -----Original Message----- > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > Sent: Tuesday, March 16, 2004 3:54 PM > > > To: Kelly F. Hickel > > > Cc: rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > +------------------------- > > > + Dave Dennis > > > + Seattle, WA > > > + dmd at speakeasy.org > > > + http://www.dmdennis.com > > > +------------------------- > > > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > Do you have RTFM installed, and if so, what version? > > > > > > > > > > > > -- > > > > Kelly F. Hickel > > > > Senior Software Architect > > > > MQSoftware, Inc > > > > 952.345.8677 > > > > kfh at mqsoftware.com > > > > > > > > > > > > > -----Original Message----- > > > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > > > Sent: Tuesday, March 16, 2004 12:07 PM > > > > > To: rt-users at lists.bestpractical.com > > > > > Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > > > > > Follow-up on this: > > > > > > > > > > When attempting to view image in the Statistics package's > > generated > > > > > graphs, > > > > > using png, the browser prints a lot of high ascii. > > > > > > > > > > (diamond)PNG(4 chars) > > > > > IHDR(many more chars) > > > > > > > > > > Versions I'm using: > > > > > > > > > > RT 3.0.9 > > > > > perl 5.8.3 > > > > > libgd-2.0.15 > > > > > GD::Graph 1.53 (actually the code comments say its 1.53, but > > > > > perl -e 'use GD::Graph; print "$GD::Graph::VERSION\n"'; reports > > 1.43 > > > > > > > > > > And in httpd.conf we have support; > > > > > > > > > > AddType image/png png > > > > > AddType image/x-png png > > > > > > > > > > What happens is the statistics seem to work, I have real data on > > > > tickets > > > > > for my > > > > > queues, but I get broken graphics. The link to the graphic will > > have > > > > > something > > > > > like: > > > > > > > > > > > > > > > > http://myserver.mydomain.com/Statistics/Resolution/Elements/Chart?x_labe > > > > ls > > > > > > > > > > > =Mon%208,Tue%209,Wed%2010,Thu%2011,Fri%2012&data1=11308,41,731,81662,34 > > > > > > > > > > But we get the broken icon thingie instead of a grapic plot. > > > > > > > > > > This has been verified in mozilla firebird 1.5, netscape 7, and > > IE6. > > > > > > > > > > So could someone clue me in as to whats missing -- that the > > Statistics > > > > > package works is great, but that I cannot get it to draw graphics > > is > > > > > frustrating. > > > > > > > > > > Thanks for all the help, you guys do good work, this is obviously > > > > > a great set of packages. Any help appreciated... > > > > > > > > > > > > > > > +------------------------- > > > > > + Dave Dennis > > > > > + Seattle, WA > > > > > + dmd at speakeasy.org > > > > > + http://www.dmdennis.com > > > > > +------------------------- > > > > > _______________________________________________ > > > > > rt-users mailing list > > > > > rt-users at lists.bestpractical.com > > > > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > > > > > > Have you read the FAQ? The RT FAQ Manager lives at > > > > http://fsck.com/rtfm > > > > > > From kfh at mqsoftware.com Tue Mar 16 20:43:45 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 19:43:45 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C217@mailservermn.mqsoftware.com> > -----Original Message----- > From: Chad Waters [mailto:chad at waterz.net] > Sent: Tuesday, March 16, 2004 5:27 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > I got farther then him... > > All the graphs show except the scatter plot (last one). > > I'm getting this error: > The image > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char t? > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, 2, > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > contains errors. > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > and the Statistics3 tarball from the contrib download page. > There's a newer version of statistics, the post describing it is here: http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html (Jesse, can we update the one in Contrib, or put a message pointing people where to download the latest?) The version of GD::graph sounds old, I think people have been able to get it to work with that, but I don't know if it's easy. As the maintainer of Statistics3, I should know just what versions are required, but the truth is that I haven't had much time to work on it. I hope to change that in the coming months, but.... -Kelly > -C > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > I do have RTFM 2.0.2 installed . > > > > From seph at directionless.org Tue Mar 16 20:51:16 2004 From: seph at directionless.org (seph) Date: Tue, 16 Mar 2004 20:51:16 -0500 Subject: [rt-users] Re: Web external Auth In-Reply-To: <4057807B.6030704@cs.mu.oz.au> (vinita vigine MURUGIAH's message of "Wed, 17 Mar 2004 09:32:27 +1100") References: <4057807B.6030704@cs.mu.oz.au> Message-ID: > HI I have done following changes, but still I fall back to the > internal Authentication. > > RT_SiteConfig.pm > ---------------------- > Set($WebExternalAuth , 1); > Set($WebFallbackToInternalAuth , 1); with those settings RT should use REMOTE_USER if it's set, otherwise fallback. What is the problem? is apache never prompting you for a password, are both apache and RT prompting you? seph From vinita at cs.mu.OZ.AU Tue Mar 16 20:55:53 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Wed, 17 Mar 2004 12:55:53 +1100 Subject: [rt-users] Re: Web external Auth References: <4057807B.6030704@cs.mu.oz.au> Message-ID: <4057B029.6040700@cs.mu.oz.au> seph wrote: >>HI I have done following changes, but still I fall back to the >>internal Authentication. >> >>RT_SiteConfig.pm >>---------------------- >>Set($WebExternalAuth , 1); >>Set($WebFallbackToInternalAuth , 1); >> > >with those settings RT should use REMOTE_USER if it's set, otherwise >fallback. What is the problem? is apache never prompting you for a >password, > yes, apache is never prompting for password - always fallback to RT authentication >are both apache and RT prompting you? > >seph > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmd at speakeasy.org Tue Mar 16 20:55:44 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 17:55:44 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C217@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C217@mailservermn.mqsoftware.com> Message-ID: GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. If that should be newer, the README has to reflect that. Not everyone spends hours a day successfully extracting information out of the RT archives. I know it might come as a shock to some... +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > -----Original Message----- > > From: Chad Waters [mailto:chad at waterz.net] > > Sent: Tuesday, March 16, 2004 5:27 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > I got farther then him... > > > > All the graphs show except the scatter plot (last one). > > > > I'm getting this error: > > The image > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > t? > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > 2, > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > > contains errors. > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > > and the Statistics3 tarball from the contrib download page. > > > There's a newer version of statistics, the post describing it is here: > http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html > (Jesse, can we update the one in Contrib, or put a message pointing > people where to download the latest?) > > The version of GD::graph sounds old, I think people have been able to > get it to work with that, but I don't know if it's easy. > > As the maintainer of Statistics3, I should know just what versions are > required, but the truth is that I haven't had much time to work on it. > I hope to change that in the coming months, but.... > > -Kelly > > > -C > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > > I do have RTFM 2.0.2 installed . > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Tue Mar 16 20:56:40 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 19:56:40 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD02C218@mailservermn.mqsoftware.com> Yep, but I believe the readme in the newer version specified a newer GD::Graph..... BTW, I didn't write it, Harald did, but he passed it on to me awhile back... -Kelly > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Tuesday, March 16, 2004 7:56 PM > To: Kelly F. Hickel > Cc: Chad Waters; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. > If that should be newer, the README has to reflect that. > Not everyone spends hours a day successfully extracting information > out of the RT archives. I know it might come as a shock to some... > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > > -----Original Message----- > > > From: Chad Waters [mailto:chad at waterz.net] > > > Sent: Tuesday, March 16, 2004 5:27 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > I got farther then him... > > > > > > All the graphs show except the scatter plot (last one). > > > > > > I'm getting this error: > > > The image > > > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > > t? > > > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > > 2, > > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > > > contains errors. > > > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > > > and the Statistics3 tarball from the contrib download page. > > > > > There's a newer version of statistics, the post describing it is here: > > http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html > > (Jesse, can we update the one in Contrib, or put a message pointing > > people where to download the latest?) > > > > The version of GD::graph sounds old, I think people have been able to > > get it to work with that, but I don't know if it's easy. > > > > As the maintainer of Statistics3, I should know just what versions are > > required, but the truth is that I haven't had much time to work on it. > > I hope to change that in the coming months, but.... > > > > -Kelly > > > > > -C > > > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > From dmd at speakeasy.org Tue Mar 16 20:59:43 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 17:59:43 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD02C218@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C218@mailservermn.mqsoftware.com> Message-ID: The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that I just got did not have a README.... Does it install into {RT}/local ? Should I rm the Statistics v0.1.1 first ? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > Yep, but I believe the readme in the newer version specified a newer > GD::Graph..... > > BTW, I didn't write it, Harald did, but he passed it on to me awhile > back... > -Kelly > > > -----Original Message----- > > From: David M Dennis [mailto:dmd at speakeasy.org] > > Sent: Tuesday, March 16, 2004 7:56 PM > > To: Kelly F. Hickel > > Cc: Chad Waters; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. > > If that should be newer, the README has to reflect that. > > Not everyone spends hours a day successfully extracting information > > out of the RT archives. I know it might come as a shock to some... > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > > > > > > -----Original Message----- > > > > From: Chad Waters [mailto:chad at waterz.net] > > > > Sent: Tuesday, March 16, 2004 5:27 PM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > > > I got farther then him... > > > > > > > > All the graphs show except the scatter plot (last one). > > > > > > > > I'm getting this error: > > > > The image > > > > > > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > > > t? > > > > > > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > > > 2, > > > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > > > > contains errors. > > > > > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > > > > and the Statistics3 tarball from the contrib download page. > > > > > > > There's a newer version of statistics, the post describing it is > here: > > > http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html > > > (Jesse, can we update the one in Contrib, or put a message pointing > > > people where to download the latest?) > > > > > > The version of GD::graph sounds old, I think people have been able > to > > > get it to work with that, but I don't know if it's easy. > > > > > > As the maintainer of Statistics3, I should know just what versions > are > > > required, but the truth is that I haven't had much time to work on > it. > > > I hope to change that in the coming months, but.... > > > > > > -Kelly > > > > > > > -C > > > > > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.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 Tue Mar 16 21:00:03 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 20:00:03 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD038AD1@mailservermn.mqsoftware.com> Also, 1.43 is the correct version for GD::graph, I was thinking of the libgd..... -Kelly -----Original Message----- From: David M Dennis [mailto:dmd at speakeasy.org] Sent: Tue 3/16/2004 7:55 PM To: Kelly F. Hickel Cc: Chad Waters; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. If that should be newer, the README has to reflect that. Not everyone spends hours a day successfully extracting information out of the RT archives. I know it might come as a shock to some... +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > -----Original Message----- > > From: Chad Waters [mailto:chad at waterz.net] > > Sent: Tuesday, March 16, 2004 5:27 PM > > To: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > I got farther then him... > > > > All the graphs show except the scatter plot (last one). > > > > I'm getting this error: > > The image > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > t? > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > 2, > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > > contains errors. > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > > and the Statistics3 tarball from the contrib download page. > > > There's a newer version of statistics, the post describing it is here: > http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html > (Jesse, can we update the one in Contrib, or put a message pointing > people where to download the latest?) > > The version of GD::graph sounds old, I think people have been able to > get it to work with that, but I don't know if it's easy. > > As the maintainer of Statistics3, I should know just what versions are > required, but the truth is that I haven't had much time to work on it. > I hope to change that in the coming months, but.... > > -Kelly > > > -C > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > > I do have RTFM 2.0.2 installed . > > > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Tue Mar 16 21:01:34 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 20:01:34 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD038AD2@mailservermn.mqsoftware.com> Yes, it does, in html/Statistics/README. Yes, you should install it into {RT}/local. If you installed v0.1.1 into {RT}/local, you probably don't need to remove it first, although it wouldn't hurt.... -Kelly -----Original Message----- From: David M Dennis [mailto:dmd at speakeasy.org] Sent: Tue 3/16/2004 7:59 PM To: Kelly F. Hickel Cc: Chad Waters; rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that I just got did not have a README.... Does it install into {RT}/local ? Should I rm the Statistics v0.1.1 first ? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > Yep, but I believe the readme in the newer version specified a newer > GD::Graph..... > > BTW, I didn't write it, Harald did, but he passed it on to me awhile > back... > -Kelly > > > -----Original Message----- > > From: David M Dennis [mailto:dmd at speakeasy.org] > > Sent: Tuesday, March 16, 2004 7:56 PM > > To: Kelly F. Hickel > > Cc: Chad Waters; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. > > If that should be newer, the README has to reflect that. > > Not everyone spends hours a day successfully extracting information > > out of the RT archives. I know it might come as a shock to some... > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > > > > > > -----Original Message----- > > > > From: Chad Waters [mailto:chad at waterz.net] > > > > Sent: Tuesday, March 16, 2004 5:27 PM > > > > To: rt-users at lists.bestpractical.com > > > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > > > I got farther then him... > > > > > > > > All the graphs show except the scatter plot (last one). > > > > > > > > I'm getting this error: > > > > The image > > > > > > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > > > t? > > > > > > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > > > 2, > > > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > > > > contains errors. > > > > > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > > > > and the Statistics3 tarball from the contrib download page. > > > > > > > There's a newer version of statistics, the post describing it is > here: > > > http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html > > > (Jesse, can we update the one in Contrib, or put a message pointing > > > people where to download the latest?) > > > > > > The version of GD::graph sounds old, I think people have been able > to > > > get it to work with that, but I don't know if it's easy. > > > > > > As the maintainer of Statistics3, I should know just what versions > are > > > required, but the truth is that I haven't had much time to work on > it. > > > I hope to change that in the coming months, but.... > > > > > > -Kelly > > > > > > > -C > > > > > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.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 Tue Mar 16 21:11:48 2004 From: seph at directionless.org (seph) Date: Tue, 16 Mar 2004 21:11:48 -0500 Subject: [rt-users] Re: Web external Auth In-Reply-To: <4057807B.6030704@cs.mu.oz.au> (vinita vigine MURUGIAH's message of "Wed, 17 Mar 2004 09:32:27 +1100") References: <4057807B.6030704@cs.mu.oz.au> Message-ID: vinita vigine MURUGIAH writes: > yes, apache is never prompting for password - always fallback to RT > authentication > httpd.conf > ------------- > AllowOverride AuthConfig > > ...share/html/.htaccess > ------------------------- > AuthName "RT access" > AuthType Basic > AuthUserFile /local/host/apps/httpdmh/passwd/passwords are you sure that apache is paying any attention to this file? What happens if you move the Auth directives into the main httpd.conf, and not the .htaccess, I'm not sure how .htaccess and mason interact, since things aren't served directly. I expect .htaccess is ignored. seph From dmd at speakeasy.org Tue Mar 16 21:15:06 2004 From: dmd at speakeasy.org (David M Dennis) Date: Tue, 16 Mar 2004 18:15:06 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD038AD2@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD038AD2@mailservermn.mqsoftware.com> Message-ID: OK. upgraded Statistics to the link provided to version Statistics3-0_1_3.tgz, into {RT}/local . Still have the problem with Time to Resolve (scatter graph) not plotting a graphic png, but rather a broken link. View image on the scattergraph and I have this: The image http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,,longer&marker_size=1&data1=21,2,1,1,3 cannot be displayed, because it contains errors. View properties results in http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_labels=0,,,,longer&marker_size=1&data1=21,2,1,1,3 So we've standardized versions to what is believed to be current in Statistics3 (v0.1.3) and RTFM (v2.0.3 rc 9) . RT is hangin tough at 3.0.9 and the underlying things are perl-5.8.3 GD::Graph 1.43 libgd-2.0.15 Any other ideas why the scatter graph is still failing? I get good graphics in png for the other Statistics (the queues have enough data in them it should be working..) Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > Yes, it does, in html/Statistics/README. > > Yes, you should install it into {RT}/local. > > If you installed v0.1.1 into {RT}/local, you probably don't need to remove it first, although it wouldn't hurt.... > > -Kelly > > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Tue 3/16/2004 7:59 PM > To: Kelly F. Hickel > Cc: Chad Waters; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that I just got did > not have a README.... > > Does it install into {RT}/local ? > > Should I rm the Statistics v0.1.1 first ? > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > Yep, but I believe the readme in the newer version specified a newer > > GD::Graph..... > > > > BTW, I didn't write it, Harald did, but he passed it on to me awhile > > back... > > -Kelly > > > > > -----Original Message----- > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > Sent: Tuesday, March 16, 2004 7:56 PM > > > To: Kelly F. Hickel > > > Cc: Chad Waters; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. > > > If that should be newer, the README has to reflect that. > > > Not everyone spends hours a day successfully extracting information > > > out of the RT archives. I know it might come as a shock to some... > > > > > > +------------------------- > > > + Dave Dennis > > > + Seattle, WA > > > + dmd at speakeasy.org > > > + http://www.dmdennis.com > > > +------------------------- > > > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > > > > > > > > > > -----Original Message----- > > > > > From: Chad Waters [mailto:chad at waterz.net] > > > > > Sent: Tuesday, March 16, 2004 5:27 PM > > > > > To: rt-users at lists.bestpractical.com > > > > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > > > > > I got farther then him... > > > > > > > > > > All the graphs show except the scatter plot (last one). > > > > > > > > > > I'm getting this error: > > > > > The image > > > > > > > > > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > > > > t? > > > > > > > > > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > > > > 2, > > > > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > > > > > contains errors. > > > > > > > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > > > > > and the Statistics3 tarball from the contrib download page. > > > > > > > > > There's a newer version of statistics, the post describing it is > > here: > > > > http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html > > > > (Jesse, can we update the one in Contrib, or put a message pointing > > > > people where to download the latest?) > > > > > > > > The version of GD::graph sounds old, I think people have been able > > to > > > > get it to work with that, but I don't know if it's easy. > > > > > > > > As the maintainer of Statistics3, I should know just what versions > > are > > > > required, but the truth is that I haven't had much time to work on > > it. > > > > I hope to change that in the coming months, but.... > > > > > > > > -Kelly > > > > > > > > > -C > > > > > > > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > > > > > > > > > > > > _______________________________________________ > > > > rt-users mailing list > > > > rt-users at lists.bestpractical.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 Tue Mar 16 21:25:46 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 16 Mar 2004 20:25:46 -0600 Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1658@mailservermn.mqsoftware.com> David, Some people have just not been able to get the scatter graph to work, and I haven't been able to figure out why. If I open mine and pick a queue with some data, and do a view source, the link to the chart looks like: The only obvious thing is that the labels are different, you could save the source, edit it to look like mine, and see if it works.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Tuesday, March 16, 2004 8:15 PM > To: Kelly F. Hickel > Cc: Chad Waters; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > OK. upgraded Statistics to the link provided to version Statistics3- > 0_1_3.tgz, > into {RT}/local . > > Still have the problem with Time to Resolve (scatter graph) not plotting a > graphic png, but rather a broken link. > > View image on the scattergraph and I have this: > > The image > http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_ la > bels=0,,,,longer&marker_size=1&data1=21,2,1,1,3 > cannot be displayed, because it contains errors. > > View properties results in > > http://myserver.mycompany.com/Statistics/TimeToResolve/Elements/Chart?x_ la > bels=0,,,,longer&marker_size=1&data1=21,2,1,1,3 > > So we've standardized versions to what is believed to be current in > Statistics3 > (v0.1.3) and RTFM (v2.0.3 rc 9) . RT is hangin tough at 3.0.9 and the > underlying things are > > perl-5.8.3 > GD::Graph 1.43 > libgd-2.0.15 > > Any other ideas why the scatter graph is still failing? I get good > graphics in > png for the other Statistics (the queues have enough data in them it > should be > working..) > > Thanks! > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > Yes, it does, in html/Statistics/README. > > > > Yes, you should install it into {RT}/local. > > > > If you installed v0.1.1 into {RT}/local, you probably don't need to > remove it first, although it wouldn't hurt.... > > > > -Kelly > > > > -----Original Message----- > > From: David M Dennis [mailto:dmd at speakeasy.org] > > Sent: Tue 3/16/2004 7:59 PM > > To: Kelly F. Hickel > > Cc: Chad Waters; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > > > The kfh/RT/Statistics3-0_1_3.tgz at anonftp.mqsoftware.com that I > just got did > > not have a README.... > > > > Does it install into {RT}/local ? > > > > Should I rm the Statistics v0.1.1 first ? > > > > +------------------------- > > + Dave Dennis > > + Seattle, WA > > + dmd at speakeasy.org > > + http://www.dmdennis.com > > +------------------------- > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > Yep, but I believe the readme in the newer version specified a > newer > > > GD::Graph..... > > > > > > BTW, I didn't write it, Harald did, but he passed it on to me > awhile > > > back... > > > -Kelly > > > > > > > -----Original Message----- > > > > From: David M Dennis [mailto:dmd at speakeasy.org] > > > > Sent: Tuesday, March 16, 2004 7:56 PM > > > > To: Kelly F. Hickel > > > > Cc: Chad Waters; rt-users at lists.bestpractical.com > > > > Subject: RE: [rt-users] RT3: Statistics not plotting graphs > (fwd) > > > > > > > > GD::Graph was the 1.43 that the Statistics3 v1.1 README > mentioned. > > > > If that should be newer, the README has to reflect that. > > > > Not everyone spends hours a day successfully extracting > information > > > > out of the RT archives. I know it might come as a shock to > some... > > > > > > > > +------------------------- > > > > + Dave Dennis > > > > + Seattle, WA > > > > + dmd at speakeasy.org > > > > + http://www.dmdennis.com > > > > +------------------------- > > > > > > > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > > > > > > > > > > > > > > -----Original Message----- > > > > > > From: Chad Waters [mailto:chad at waterz.net] > > > > > > Sent: Tuesday, March 16, 2004 5:27 PM > > > > > > To: rt-users at lists.bestpractical.com > > > > > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs > (fwd) > > > > > > > > > > > > I got farther then him... > > > > > > > > > > > > All the graphs show except the scatter plot (last one). > > > > > > > > > > > > I'm getting this error: > > > > > > The image > > > > > > > > > > > > > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > > > > > t? > > > > > > > > > > > > > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > > > > > 2, > > > > > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, > because it > > > > > > contains errors. > > > > > > > > > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph- > perl) > > > > > > and the Statistics3 tarball from the contrib download page. > > > > > > > > > > > There's a newer version of statistics, the post describing it > is > > > here: > > > > > http://lists.fsck.com/pipermail/rt-users/2004- > January/019992.html > > > > > (Jesse, can we update the one in Contrib, or put a message > pointing > > > > > people where to download the latest?) > > > > > > > > > > The version of GD::graph sounds old, I think people have been > able > > > to > > > > > get it to work with that, but I don't know if it's easy. > > > > > > > > > > As the maintainer of Statistics3, I should know just what > versions > > > are > > > > > required, but the truth is that I haven't had much time to > work on > > > it. > > > > > I hope to change that in the coming months, but.... > > > > > > > > > > -Kelly > > > > > > > > > > > -C > > > > > > > > > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis > wrote: > > > > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > > > > > > > > > > > > > > > > _______________________________________________ > > > > > rt-users mailing list > > > > > rt-users at lists.bestpractical.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 vinita at cs.mu.OZ.AU Tue Mar 16 22:07:33 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Wed, 17 Mar 2004 14:07:33 +1100 Subject: [rt-users] Re: Web external Auth References: <4057807B.6030704@cs.mu.oz.au> Message-ID: <4057C0F5.1060103@cs.mu.oz.au> It is working!!!!, it was my fault, wrong directory fix add AllowOverride AuthConfig to httpd.conf. Big thanks to seph :-) seph wrote: >vinita vigine MURUGIAH writes: > >>yes, apache is never prompting for password - always fallback to RT >>authentication >>httpd.conf >>------------- >>AllowOverride AuthConfig >> >>...share/html/.htaccess >>------------------------- >>AuthName "RT access" >>AuthType Basic >>AuthUserFile /local/host/apps/httpdmh/passwd/passwords >> > >are you sure that apache is paying any attention to this file? What >happens if you move the Auth directives into the main httpd.conf, and >not the .htaccess, I'm not sure how .htaccess and mason interact, >since things aren't served directly. I expect .htaccess is ignored. > >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 > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From peden at americanphysicians.net Tue Mar 16 13:49:07 2004 From: peden at americanphysicians.net (peden at americanphysicians.net) Date: Tue, 16 Mar 2004 20:14:07 +0125 Subject: [rt-users] Install tips Message-ID: <2.1.1-9621207-387-A-OEWW@mail.alltel.net> Hello all, I wanted to try out RT because it seems like the best open-source ticketing system available, but I don't have a lot of time to figure out how to install & configure apache & mod_perl, not to mention the perl modules. I would like to know if anyone knows of an rpm-based distro/version that is setup so that only rpms & cpan can be used to setup RT. I tried unsuccessfully on cent-os3 & fedora core 1. Thanks in advance, Paul Eden From psilver at ultrafast.com.au Tue Mar 16 23:39:51 2004 From: psilver at ultrafast.com.au (Peter Silver) Date: 17 Mar 2004 14:39:51 +1000 Subject: [rt-users] EX_TEMPFAIL for emails containing attachments In-Reply-To: <1079417136.1062.413.camel@pete> References: <1079417136.1062.413.camel@pete> Message-ID: <1079498390.1062.1441.camel@pete> Further to my email below, I've run an strace of rt-mailgate after piping an email containing an attachment into it; fstat64(4, {st_mode=S_IFREG|0555, st_size=219905, ...}) = 0 old_mmap(NULL, 118584, PROT_READ|PROT_EXEC, MAP_PRIVATE, 4, 0) = 0xb707b000 old_mmap(0xb7096000, 8192, PROT_READ|PROT_WRITE, MAP_PRIVATE|MAP_FIXED, 4, 0x1a000) = 0xb7096000 close(4) = 0 write(3, "POST /REST/1.0/NoAuth/mail-gatew"..., 226) = 226 select(8, [3], [3], NULL, {15, 0}) = 1 (out [3], left {15, 0}) write(3, "SessionType=REST&action=correspo"..., 49173) = 49173 select(8, [3], NULL, NULL, {15, 0}) = 0 (Timeout) <---- HANGS close(3) = 0 time(NULL) = 1079497347 time(NULL) = 1079497347 It seems to get to the stage of sending the HTTP POST, and then times out after whatever timeout I specify via the --timeout argument. I don't see any hits to /REST/1.0/NoAuth/mail-gateway in the apache access log, so I assume the actual HTTP POST is failing. Any ideas? thanks, Peter On Tue, 2004-03-16 at 16:05, Peter Silver wrote: > Hi, > > System info; > RT 3.0.9 > DBIx::SearchBuilder 0.97_02 > mod_perl 1.29 > Apache 1.3.29 > Sendmail 8.12.10 > Perl 5.8.0 > MySQL 4.0.17 > > Over the past week or so I began seeing a large number of spamassassin > processes accumulating on our RT system. I removed the spamassassin > config from our RT setup, and setup /etc/aliases to send directly to > rt-mailgate; > > support: "|/opt/rt-3-0-9/bin/rt-mailgate --queue support --action > correspond --url http://our.rt.url" > > support-comment: "|/opt/rt-3-0-9/bin/rt-mailgate --queue support > --action comment --url http://our.rt.url" > > I now see the following error in /var/log/maillog; > > "stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL" > > I've run a few tests, and this is only occuring with emails containing > attachments - all other emails are accepted by rt-mailgate and created > as a ticket in the RT system. > > The rt log shows nothing for the incoming email. The apache logs show > nothing strange. > > I receive the following manually submitting an email with no attachment; > > $ /opt/rt-3-0-9/bin/rt-mailgate --debug --queue support --action > correspond --url http://our.rt.url < testmsg > Connecting to > http://our.rt.url/REST/1.0/NoAuth/mail-gateway at > /opt/rt-3-0-9/bin/rt-mailgate line 444, <> chunk 1. > ok > Ticket: 146294 > Queue: support > Owner: Nobody > Status: new > Subject: Test > Requestor: psilver at ultrafast.com.au > > When I try submitting an email with an attachment, rt-mailgate will take > 3mins before returning the following error; > > An Error Occurred > ================= > > 500 read timeout > > > max_allowed_packet is set to 5M in MySQL, and $MaxAttachmentSize is > '10000000' in RT_SiteConfig.pm, so this isn't a problem since 30kb > attachments are failing. > > Any suggestions as to what's causing this problem? > > > thanks, > > Peter > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Samuel.Senoner at eurac.edu Wed Mar 17 04:25:45 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Wed, 17 Mar 2004 10:25:45 +0100 Subject: [rt-users] Install tips Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB384@abz01be.eurac.edu> With debian it's so easy like "apt-get install request-tracker3" Version 3.0.9 is avaiable only on unstable. In testing you can get 3.0.6 Samuel -----Original Message----- From: peden at americanphysicians.net [mailto:peden at americanphysicians.net] Sent: Tuesday,16 March,2004 19:49 To: Rt user list Subject: [rt-users] Install tips Hello all, I wanted to try out RT because it seems like the best open-source ticketing system available, but I don't have a lot of time to figure out how to install & configure apache & mod_perl, not to mention the perl modules. I would like to know if anyone knows of an rpm-based distro/version that is setup so that only rpms & cpan can be used to setup RT. I tried unsuccessfully on cent-os3 & fedora core 1. Thanks in advance, Paul Eden _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Mar 17 04:32:38 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 12:32:38 +0300 Subject: [rt-users] How to go from id to User or Group? In-Reply-To: <20040316200801.GA4373@chaka.net> References: <20040316200801.GA4373@chaka.net> Message-ID: <40581B36.9040007@acronis.ru> Todd Chapman wrote: > I'm writing a scrip that will run when an AddWatcher > transaction happens. The NewValue is the Id of the user > or group that is being added. I need to check if the > Id belongs to a user or a group and then take the > appropriate action. > > I probably need to to create a Principal object and > then check the type but I can't figure out how. There > is no Load method for Principal. Yes, you could use this Id to create Principal object. my $PObj = new RT::Principal( $session{'CurrentUser'}); $PObj->Load($id); Also each RT user has ACL_Equvivalence group in Group table. Groups.id == Principals.id allways. Principals.ObjectId is not used any more. So you could load Group object with id also. I think you need principal obj because it has IsGroup method. > > Maybe I need to first build a Group? > > Thanks! > > -Todd > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Mar 17 04:40:41 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 12:40:41 +0300 Subject: [rt-users] Rt can not display user names In-Reply-To: References: Message-ID: <40581D19.2000802@acronis.ru> Ruse, Kevin KPSI wrote: > We have a working installation of rt 3.0.6 Today it was noticed that rt > wasn't displaying user names most of time. I'll try to describe the issue. > > The usernames won't display under Configuration->users. Only the owner > displays in a ticket, the requestor cc and admin cc fields are blank. > When you click on People you will see the requestor cc and admin cc > listed next to a check mark but the owner dropdown is now blank and only > - and nobody is in the dropdown. Don't know about Requestor, Cc and AdminCc. Dropdown menu is dinamic. It uses current rights configuration and only select users with apropriate rights. I think you don't have users who could one this ticket. Please recheck rights scheme. Best regards. Ruslan. > > I'm just wondering if anyone else has run across this issue. It seemed > to me to be a parsing error somewhere in the user table but after > looking through the records nothing jumped out at me. > > Kevin Ruse > Kvaerner Philadelphia Shipyard > > > ------------------------------------------------------------------------ > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Richard.Ellis at Sun.COM Wed Mar 17 04:41:27 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Wed, 17 Mar 2004 09:41:27 +0000 Subject: [rt-users] Statistics Scatter graph problem In-Reply-To: <20040317092642.BEF4711314@pallas.eruditorum.org> References: <20040317092642.BEF4711314@pallas.eruditorum.org> Message-ID: <1079516485.55296.10.camel@sr-egmp02-02> Don't know if it will make any difference and it could have been coincidence, but I managed to get the scatter graph to update by downloading and installing the latest version of libpng. -- Rick Ellis From kfronenbroek at chello.com Wed Mar 17 06:01:26 2004 From: kfronenbroek at chello.com (Fronenbroek, Kick) Date: Wed, 17 Mar 2004 12:01:26 +0100 Subject: [rt-users] field seperator used in ExtractCustomFieldValues Message-ID: Hello, As far as I know, the ExtractCustomFieldValues Scrip uses solely the pipe sign as field seperator. my ($CustomFieldName,$InspectField,$MatchString,$PostEdit,$Options) = split(/\|/); A regular expression like the following will fail: .*\@(?:chello\.(?:nl|be|fr|at|cz|pl|com|hu|no|se|sk)|surfer\.at) Is there a trick here to escape the pipe signs in the reg.exp. so that the standard ExtractCustomFieldValues Scrip can be used ? Easy answer is to adjust the ExtractCustomFieldValues.pm file with a different field seperator, but can imagine I am not the first one hitting this limitation (assuming I am not missing something obvious). Thanks in advance, Kick From rt at chaka.net Wed Mar 17 06:29:31 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 17 Mar 2004 06:29:31 -0500 Subject: [rt-users] How to go from id to User or Group? In-Reply-To: <40581B36.9040007@acronis.ru> References: <20040316200801.GA4373@chaka.net> <40581B36.9040007@acronis.ru> Message-ID: <20040317112931.GG4373@chaka.net> Where is RT:Principal inheriting Load from? I don't see it? Thanks! -Todd On Wed, Mar 17, 2004 at 12:32:38PM +0300, Ruslan U. Zakirov wrote: > Todd Chapman wrote: > >I'm writing a scrip that will run when an AddWatcher > >transaction happens. The NewValue is the Id of the user > >or group that is being added. I need to check if the > >Id belongs to a user or a group and then take the > >appropriate action. > > > >I probably need to to create a Principal object and > >then check the type but I can't figure out how. There > >is no Load method for Principal. > Yes, you could use this Id to create Principal object. > my $PObj = new RT::Principal( $session{'CurrentUser'}); > $PObj->Load($id); > > Also each RT user has ACL_Equvivalence group in Group table. > Groups.id == Principals.id allways. Principals.ObjectId is not used any > more. > So you could load Group object with id also. > > I think you need principal obj because it has IsGroup method. > > > > >Maybe I need to first build a Group? > > > >Thanks! > > > >-Todd > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.bestpractical.com > >http://lists.bestpractical.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Mar 17 07:23:41 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 15:23:41 +0300 Subject: [rt-users] How to go from id to User or Group? In-Reply-To: <20040317112830.GF4373@chaka.net> References: <20040316200801.GA4373@chaka.net> <40581B36.9040007@acronis.ru> <20040317112830.GF4373@chaka.net> Message-ID: <4058434D.8080200@acronis.ru> Todd Chapman wrote: > Where is RT:Principal inheriting Load from? I don't see it? Finaly from DBIx::SearchBuilder package. RT::Principal isa RT::Record isa DBIx::SearchBuilder::Record > > Thanks! > > -Todd > > On Wed, Mar 17, 2004 at 12:32:38PM +0300, Ruslan U. Zakirov wrote: > >>Todd Chapman wrote: >> >>>I'm writing a scrip that will run when an AddWatcher >>>transaction happens. The NewValue is the Id of the user >>>or group that is being added. I need to check if the >>>Id belongs to a user or a group and then take the >>>appropriate action. >>> >>>I probably need to to create a Principal object and >>>then check the type but I can't figure out how. There >>>is no Load method for Principal. >> >>Yes, you could use this Id to create Principal object. >>my $PObj = new RT::Principal( $session{'CurrentUser'}); >>$PObj->Load($id); >> >>Also each RT user has ACL_Equvivalence group in Group table. >>Groups.id == Principals.id allways. Principals.ObjectId is not used any >>more. >>So you could load Group object with id also. >> >>I think you need principal obj because it has IsGroup method. >> >> >>>Maybe I need to first build a Group? >>> >>>Thanks! >>> >>>-Todd >>>_______________________________________________ >>>rt-users mailing list >>>rt-users at lists.bestpractical.com >>>http://lists.bestpractical.com/mailman/listinfo/rt-users >>> >>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From heli at tzv.fal.de Wed Mar 17 07:36:29 2004 From: heli at tzv.fal.de (Helmut Lichtenberg) Date: Wed, 17 Mar 2004 13:36:29 +0100 Subject: [rt-users] Mail setup and template localization Message-ID: <20040317123629.GD25148@ots-1.tzv.local> Hi all, after fiddeling around some days as an rt-newbie I would now ask for some help to increase my learning curve. I (currently) have mainly two questions: 1. mail setup According to the docs (Draft, April 13, 2003; perldoc rt-mailgate): "Note that you don't have to run your RT server on your mail server, as the mail gateway will happily relay to a different machine." If I install rt on server A and the mail gateway for our LAN is server B, does this mean that I also have to install the program rt-mailgate (and the needed perl modules to make it happy) on mailserver B? Does it work standalone without the rt installation on B? 2. localizing templates What is the most appropriate method to localize the templates? When I create a new ticket in my nicely localized rt-webinterface, I get the autoreply template in english. As we have a multilingual environment in our research institute I don't simply want to change this template via the web interface (Configure->Global->Templates) into another language. Every user should get his localized template according to his configured language. Or did I get some configuration details completely wrong? Thanks in advance Helmut -- -------------------------------------------------------------------- Helmut Lichtenberg Tel. +49 (0)5034/871-128 Institut f?r Tierzucht 31535 Neustadt Germany -------------------------------------------------------------------- From cubic at acronis.ru Wed Mar 17 07:46:36 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 15:46:36 +0300 Subject: [rt-users] Mail setup and template localization In-Reply-To: <20040317123629.GD25148@ots-1.tzv.local> References: <20040317123629.GD25148@ots-1.tzv.local> Message-ID: <405848AC.3000806@acronis.ru> Helmut Lichtenberg wrote: > Hi all, > after fiddeling around some days as an rt-newbie I would now ask for > some help to increase my learning curve. > > I (currently) have mainly two questions: > > 1. mail setup > According to the docs (Draft, April 13, 2003; perldoc rt-mailgate): > "Note that you don't have to run your RT server on your mail server, > as the mail gateway will happily relay to a different machine." > > If I install rt on server A and the mail gateway for our LAN is > server B, does this mean that I also have to install the program > rt-mailgate (and the needed perl modules to make it happy) on > mailserver B? Does it work standalone without the rt installation on > B? You have to move rt-mailgate script to server B. Server B must have perl with Getopt::Long and LWP::UserAgent modules. Also server B should have ability of connect to Server A via HTTP. > > 2. localizing templates > What is the most appropriate method to localize the templates? When I > create a new ticket in my nicely localized rt-webinterface, I get the > autoreply template in english. > As we have a multilingual environment in our research institute I > don't simply want to change this template via the web interface > (Configure->Global->Templates) into another language. Every user > should get his localized template according to his configured > language. For me it's dark topic right now. 3.0.{9,10} has work on it, but still as I think it's not finished to be full featured, yet. > > Or did I get some configuration details completely wrong? > > Thanks in advance > Helmut > From rt at chaka.net Wed Mar 17 07:00:44 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 17 Mar 2004 07:00:44 -0500 Subject: [rt-users] How to go from id to User or Group? In-Reply-To: <4058434D.8080200@acronis.ru> References: <20040316200801.GA4373@chaka.net> <40581B36.9040007@acronis.ru> <20040317112830.GF4373@chaka.net> <4058434D.8080200@acronis.ru> Message-ID: <20040317120044.GH4373@chaka.net> Thanks. I guess its time to learn the magic of DBIx::SearchBuilder! -Todd On Wed, Mar 17, 2004 at 03:23:41PM +0300, Ruslan U. Zakirov wrote: > Todd Chapman wrote: > >Where is RT:Principal inheriting Load from? I don't see it? > Finaly from DBIx::SearchBuilder package. > RT::Principal isa RT::Record isa DBIx::SearchBuilder::Record > > > >Thanks! > > > >-Todd > > > >On Wed, Mar 17, 2004 at 12:32:38PM +0300, Ruslan U. Zakirov wrote: > > > >>Todd Chapman wrote: > >> > >>>I'm writing a scrip that will run when an AddWatcher > >>>transaction happens. The NewValue is the Id of the user > >>>or group that is being added. I need to check if the > >>>Id belongs to a user or a group and then take the > >>>appropriate action. > >>> > >>>I probably need to to create a Principal object and > >>>then check the type but I can't figure out how. There > >>>is no Load method for Principal. > >> > >>Yes, you could use this Id to create Principal object. > >>my $PObj = new RT::Principal( $session{'CurrentUser'}); > >>$PObj->Load($id); > >> > >>Also each RT user has ACL_Equvivalence group in Group table. > >>Groups.id == Principals.id allways. Principals.ObjectId is not used any > >>more. > >>So you could load Group object with id also. > >> > >>I think you need principal obj because it has IsGroup method. > >> > >> > >>>Maybe I need to first build a Group? > >>> > >>>Thanks! > >>> > >>>-Todd > >>>_______________________________________________ > >>>rt-users mailing list > >>>rt-users at lists.bestpractical.com > >>>http://lists.bestpractical.com/mailman/listinfo/rt-users > >>> > >>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From bauer at dmsb.de Wed Mar 17 08:23:28 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Wed, 17 Mar 2004 14:23:28 +0100 Subject: AW: [rt-users] How to go from id to User or Group? Message-ID: <7A89E0296B649C4AAFD251222B1492905025DE@dmsbsrv1.intranet.dmsb.de> Maybe you have a closer look to the camelbook chapter 12 and learn about class inheritance, which is IMHO a pain in the ass, but that's the way oo works :) > -----Urspr?ngliche Nachricht----- > Von: Todd Chapman [mailto:rt at chaka.net] > Gesendet: Mittwoch, 17. M?rz 2004 13:01 > An: Ruslan U. Zakirov > Cc: rt-users at lists.fsck.com > Betreff: Re: [rt-users] How to go from id to User or Group? > > Thanks. I guess its time to learn the magic of DBIx::SearchBuilder! > > -Todd > > On Wed, Mar 17, 2004 at 03:23:41PM +0300, Ruslan U. Zakirov wrote: > > Todd Chapman wrote: > > >Where is RT:Principal inheriting Load from? I don't see it? > > Finaly from DBIx::SearchBuilder package. > > RT::Principal isa RT::Record isa DBIx::SearchBuilder::Record > > > > > >Thanks! > > > > > >-Todd > > > > > >On Wed, Mar 17, 2004 at 12:32:38PM +0300, Ruslan U. Zakirov wrote: > > > > > >>Todd Chapman wrote: > > >> > > >>>I'm writing a scrip that will run when an AddWatcher > > >>>transaction happens. The NewValue is the Id of the user > > >>>or group that is being added. I need to check if the > > >>>Id belongs to a user or a group and then take the > > >>>appropriate action. > > >>> > > >>>I probably need to to create a Principal object and > > >>>then check the type but I can't figure out how. There > > >>>is no Load method for Principal. > > >> > > >>Yes, you could use this Id to create Principal object. > > >>my $PObj = new RT::Principal( $session{'CurrentUser'}); > > >>$PObj->Load($id); > > >> > > >>Also each RT user has ACL_Equvivalence group in Group table. > > >>Groups.id == Principals.id allways. Principals.ObjectId is not used > any > > >>more. > > >>So you could load Group object with id also. > > >> > > >>I think you need principal obj because it has IsGroup method. > > >> > > >> > > >>>Maybe I need to first build a Group? > > >>> > > >>>Thanks! > > >>> > > >>>-Todd > > >>>_______________________________________________ > > >>>rt-users mailing list > > >>>rt-users at lists.bestpractical.com > > >>>http://lists.bestpractical.com/mailman/listinfo/rt-users > > >>> > > >>>Have you read the FAQ? The RT FAQ Manager lives at > http://fsck.com/rtfm > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 stephen.quinney at computing-services.oxford.ac.uk Wed Mar 17 08:47:35 2004 From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney) Date: Wed, 17 Mar 2004 13:47:35 +0000 Subject: [rt-users] Install tips In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BB384@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BB384@abz01be.eurac.edu> Message-ID: <20040317134735.GA3538@computing-services.oxford.ac.uk> On Wed, Mar 17, 2004 at 10:25:45AM +0100, Senoner Samuel wrote: > With debian it's so easy like "apt-get install request-tracker3" > Version 3.0.9 is avaiable only on unstable. > In testing you can get 3.0.6 This is not true anymore (as of yesterday). We had been blocked from entering sarge/testing for quite some time due to a bug in the DBI package, libdbi-perl, when compiled on m68k. This has now been fixed which means the any updated request-tracker3 packages will flow from unstable to testing as normal again. Stephen Quinney From peden at americanphysicians.net Wed Mar 17 08:54:54 2004 From: peden at americanphysicians.net (Paul D. Eden) Date: Wed, 17 Mar 2004 06:54:54 -0700 Subject: [rt-users] Install tips In-Reply-To: <8ABC35686C73554691F3481C4023BE5E015BB384@abz01be.eurac.edu> References: <8ABC35686C73554691F3481C4023BE5E015BB384@abz01be.eurac.edu> Message-ID: <1079531693.18537.2.camel@localhost.localdomain> Wow. That's pretty impressive for Debian. Thanks Paul On Wed, 2004-03-17 at 02:25, Senoner Samuel wrote: > With debian it's so easy like "apt-get install request-tracker3" > Version 3.0.9 is avaiable only on unstable. > In testing you can get 3.0.6 > > > Samuel > > -----Original Message----- > From: peden at americanphysicians.net [mailto:peden at americanphysicians.net] > Sent: Tuesday,16 March,2004 19:49 > To: Rt user list > Subject: [rt-users] Install tips > > Hello all, > > I wanted to try out RT because it seems like the best open-source ticketing system available, but I don't have a lot of time to figure out how to install & configure apache & mod_perl, not to mention the perl modules. > > I would like to know if anyone knows of an rpm-based distro/version that is setup so that only rpms & cpan can be used to setup RT. > > I tried unsuccessfully on cent-os3 & fedora core 1. > > Thanks in advance, > > Paul Eden > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Best Regards, Paul D. Eden Director of Information Systems American Physicians, Inc. peden at americanphysicians.net 602-595-8000 (DID) From Richard.Ellis at Sun.COM Wed Mar 17 10:46:13 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Wed, 17 Mar 2004 15:46:13 +0000 Subject: [rt-users] RT-Crontool - issue In-Reply-To: <20040317132344.B630B1136D@pallas.eruditorum.org> References: <20040317132344.B630B1136D@pallas.eruditorum.org> Message-ID: <1079538372.55296.64.camel@sr-egmp02-02> Running rt-crontool from a cron'd shell script. Noticed today that it ran approximately 7 minutes after a ticket was submitted and changed the priority from 1 to 50. Due date is 2 days and priority 99 is due then. Anyone know how to get it to be a little more objective about the priority? -- Rick Ellis From chad at waterz.net Wed Mar 17 10:56:32 2004 From: chad at waterz.net (Chad Waters) Date: Wed, 17 Mar 2004 10:56:32 -0500 Subject: [rt-users] Install tips In-Reply-To: <1079531693.18537.2.camel@localhost.localdomain> References: <8ABC35686C73554691F3481C4023BE5E015BB384@abz01be.eurac.edu> <1079531693.18537.2.camel@localhost.localdomain> Message-ID: <20040317155632.GA9039@bittwiddlers.com> Well, its not that quite out-of-the box. You'll have to setup the DB tables and a couple other things. There's a script to setup mysql tables automagically. Documentation is in: /usr/share/doc/request-tracker3/ On Wed, Mar 17, 2004 at 06:54:54AM -0700, Paul D. Eden wrote: > Wow. That's pretty impressive for Debian. Thanks > > Paul > > On Wed, 2004-03-17 at 02:25, Senoner Samuel wrote: > > With debian it's so easy like "apt-get install request-tracker3" > > Version 3.0.9 is avaiable only on unstable. > > In testing you can get 3.0.6 > > > > > > Samuel > > > > -----Original Message----- > > From: peden at americanphysicians.net [mailto:peden at americanphysicians.net] > > Sent: Tuesday,16 March,2004 19:49 > > To: Rt user list > > Subject: [rt-users] Install tips > > > > Hello all, > > > > I wanted to try out RT because it seems like the best open-source ticketing system available, but I don't have a lot of time to figure out how to install & configure apache & mod_perl, not to mention the perl modules. > > > > I would like to know if anyone knows of an rpm-based distro/version that is setup so that only rpms & cpan can be used to setup RT. > > > > I tried unsuccessfully on cent-os3 & fedora core 1. > > > > Thanks in advance, > > > > Paul Eden > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- > Best Regards, > > Paul D. Eden > Director of Information Systems > American Physicians, Inc. > peden at americanphysicians.net > 602-595-8000 (DID) > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From Rcoleman at interpublic.com Wed Mar 17 09:46:33 2004 From: Rcoleman at interpublic.com (Coleman, Rebecca) Date: Wed, 17 Mar 2004 09:46:33 -0500 Subject: [rt-users] autocreated users stripping rt@ from email addresses Message-ID: <51D4DF85EA72D511AF1900B0D0AB897603467DF4@nt25.interpublic.com> I am using 3.0.7_01. When a user who has rt@ in their email address, submits a ticket, rt does it's thing - it autocreates the user. only in this case, say sbart at whatever.com, rt strips the rt@ from the email address. this users email address would then be sbawhatever.com. which breaks a million things. any one know where i can start looking to fix this? many thanks in advance. This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailbag at anothernet.com Wed Mar 17 12:35:43 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Wed, 17 Mar 2004 12:35:43 -0500 Subject: [rt-users] Sending Text instead of HTML e-mail Message-ID: Is there a way to force the e-mails sent through RT to be sent in plain text format, instead of HTML? Also, if there is such a way, will it affect attachments added to those outgoing e-mails? Thanks! Chago From rt at apocalyptech.com Wed Mar 17 12:48:22 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Wed, 17 Mar 2004 11:48:22 -0600 Subject: [rt-users] Email control for RT? Message-ID: <20040317174822.GB10401@unisrv.net> Hello, list. I've been searching around and this seems to have been asked a few times, but most of the hits I found were from around 2000, so perhaps things have changed since then. Is it possible to configure RT in such a way that you can control certain aspects of tickets over email? For instance, adding in an "RT-Change-Status" header or something to resolve a ticket without going in to the web interface, or "RT-Change-Owner"... Things like that. Any way to do this? Thanks, CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From cubic at acronis.ru Wed Mar 17 12:52:11 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 20:52:11 +0300 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: References: Message-ID: <4058904B.9080208@acronis.ru> Adolfo Santiago wrote: > Is there a way to force the e-mails sent through RT to be sent in plain text > format, instead of HTML? Huh. RT doesn't use text/html format for outgoing email. > > Also, if there is such a way, will it affect attachments added to those > outgoing e-mails? > > Thanks! > > Chago > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dmd at speakeasy.org Wed Mar 17 12:53:18 2004 From: dmd at speakeasy.org (David M Dennis) Date: Wed, 17 Mar 2004 09:53:18 -0800 (PST) Subject: [rt-users] RT3: Statistics not plotting graphs (fwd) In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD038AD1@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD038AD1@mailservermn.mqsoftware.com> Message-ID: Problem was resolved when it was found a malformed url had crept into the {RT}/local/Statistics/TimeToResolve/index.html file. Or rather a bad hidden character. In other words, bad handling of original code. So nothing to see here, move along... And make certain when untarring to upgrade, remove original first. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > Also, 1.43 is the correct version for GD::graph, I was thinking of the libgd..... > > -Kelly > > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Tue 3/16/2004 7:55 PM > To: Kelly F. Hickel > Cc: Chad Waters; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > GD::Graph was the 1.43 that the Statistics3 v1.1 README mentioned. > If that should be newer, the README has to reflect that. > Not everyone spends hours a day successfully extracting information > out of the RT archives. I know it might come as a shock to some... > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 16 Mar 2004, Kelly F. Hickel wrote: > > > > > > > > -----Original Message----- > > > From: Chad Waters [mailto:chad at waterz.net] > > > Sent: Tuesday, March 16, 2004 5:27 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] RT3: Statistics not plotting graphs (fwd) > > > > > > I got farther then him... > > > > > > All the graphs show except the scatter plot (last one). > > > > > > I'm getting this error: > > > The image > > > > > \x{201C}https://helpdesk.x.com/rt/Statistics/TimeToResolve/Elements/Char > > t? > > > > > x_labels=0,,,2,,,15,,,,,23,,,,,,42,longer&marker_size=1&data1=4,3,2,2,1, > > 2, > > > 3,1,1,1,1,1,1,1,1,1,1,1,12\x{201D} cannot be displayed, because it > > > contains errors. > > > > > > That's GD::graph 1.43-1 (from debian unstable libgd-graph-perl) > > > and the Statistics3 tarball from the contrib download page. > > > > > There's a newer version of statistics, the post describing it is here: > > http://lists.fsck.com/pipermail/rt-users/2004-January/019992.html > > (Jesse, can we update the one in Contrib, or put a message pointing > > people where to download the latest?) > > > > The version of GD::graph sounds old, I think people have been able to > > get it to work with that, but I don't know if it's easy. > > > > As the maintainer of Statistics3, I should know just what versions are > > required, but the truth is that I haven't had much time to work on it. > > I hope to change that in the coming months, but.... > > > > -Kelly > > > > > -C > > > > > > On Tue, Mar 16, 2004 at 01:53:55PM -0800, David M Dennis wrote: > > > > I do have RTFM 2.0.2 installed . > > > > > > > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > From cubic at acronis.ru Wed Mar 17 13:01:39 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 21:01:39 +0300 Subject: [rt-users] Email control for RT? In-Reply-To: <20040317174822.GB10401@unisrv.net> References: <20040317174822.GB10401@unisrv.net> Message-ID: <40589283.9020607@acronis.ru> CJ Kucera wrote: > Hello, list. > > I've been searching around and this seems to have been asked a few > times, but most of the hits I found were from around 2000, so perhaps > things have changed since then. > > Is it possible to configure RT in such a way that you can control > certain aspects of tickets over email? For instance, adding in an > "RT-Change-Status" header or something to resolve a ticket without > going in to the web interface, or "RT-Change-Owner"... Things like > that. > > Any way to do this? Yes. Scrip actions. Google. You could get headers: $Transaction->Message->First->Headers And there is also other ways. Best regards. Ruslan. > > Thanks, > CJ > From cubic at acronis.ru Wed Mar 17 13:03:57 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 21:03:57 +0300 Subject: [rt-users] Email control for RT? In-Reply-To: <40589283.9020607@acronis.ru> References: <20040317174822.GB10401@unisrv.net> <40589283.9020607@acronis.ru> Message-ID: <4058930D.5050203@acronis.ru> Ruslan U. Zakirov wrote: > CJ Kucera wrote: > >> Hello, list. >> >> I've been searching around and this seems to have been asked a few >> times, but most of the hits I found were from around 2000, so perhaps >> things have changed since then. >> >> Is it possible to configure RT in such a way that you can control >> certain aspects of tickets over email? For instance, adding in an >> "RT-Change-Status" header or something to resolve a ticket without >> going in to the web interface, or "RT-Change-Owner"... Things like >> that. >> >> Any way to do this? > > Yes. Scrip actions. > > Google. > > You could get headers: > $Transaction->Message->First->Headers > And there is also other ways. > Best regards. Ruslan. > Found solution was on prev week in archive: Custom action cleanup code: if ($self->TransactionObj->$Transaction->Attachments->First->GetHeader('MyHeader') eq 'fred') { $self->TicketObj->SetOwner('fred'); } else { return 1; } 1; >> >> Thanks, >> CJ >> > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 chad at waterz.net Wed Mar 17 13:06:51 2004 From: chad at waterz.net (Chad Waters) Date: Wed, 17 Mar 2004 13:06:51 -0500 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: <4058904B.9080208@acronis.ru> References: <4058904B.9080208@acronis.ru> Message-ID: <20040317180651.GB26987@bittwiddlers.com> I think he was referring to how incoming HTML formatted mail is handled. A means to sanitize HTML and convert it into text would be nice. No, the TrustHTMLAttachments option isn't what I'd be looking for. That just parses the HTML and whatever script goodies included. -C On Wed, Mar 17, 2004 at 08:52:11PM +0300, Ruslan U. Zakirov wrote: > Adolfo Santiago wrote: > >Is there a way to force the e-mails sent through RT to be sent in plain > >text > >format, instead of HTML? > Huh. RT doesn't use text/html format for outgoing email. > > > >Also, if there is such a way, will it affect attachments added to those > >outgoing e-mails? > > > >Thanks! > > > >Chago > > > > > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.bestpractical.com > >http://lists.bestpractical.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From cubic at acronis.ru Wed Mar 17 13:13:43 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 21:13:43 +0300 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: <20040317180651.GB26987@bittwiddlers.com> References: <4058904B.9080208@acronis.ru> <20040317180651.GB26987@bittwiddlers.com> Message-ID: <40589557.9000608@acronis.ru> Chad Waters wrote: > I think he was referring to how incoming HTML formatted mail is handled. > > A means to sanitize HTML and convert it into text would be nice. Here was a lot of solutions. Google archives. 1) MTA based 2) code based (mine attached) > > No, the TrustHTMLAttachments option isn't what I'd be looking for. That just parses the HTML > and whatever script goodies included. This option do another thing: when you click download link it don't force change content type to 'text/plain', but instead use 'text/html'. With it you could see html mails by download link, but them still don't inlined in ticket history. Best regards. Ruslan. > > -C > > On Wed, Mar 17, 2004 at 08:52:11PM +0300, Ruslan U. Zakirov wrote: > >>Adolfo Santiago wrote: >> >>>Is there a way to force the e-mails sent through RT to be sent in plain >>>text >>>format, instead of HTML? >> >>Huh. RT doesn't use text/html format for outgoing email. >> >>>Also, if there is such a way, will it affect attachments added to those >>>outgoing e-mails? >>> >>>Thanks! >>> >>>Chago >>> >>> >>>_______________________________________________ >>>rt-users mailing list >>>rt-users at lists.bestpractical.com >>>http://lists.bestpractical.com/mailman/listinfo/rt-users >>> >>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.com >>http://lists.bestpractical.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtf > > m > > > ------------------------------------------------------------------------ > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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: rt3.html_display.patch Type: application/aegis-patch Size: 1485 bytes Desc: not available URL: From mailbag at anothernet.com Wed Mar 17 13:15:07 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Wed, 17 Mar 2004 13:15:07 -0500 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: <20040317180651.GB26987@bittwiddlers.com> Message-ID: Hmmm... to clarify, I'm talking about *outgoing* messages, from RT to requestors. Right now, mail we send goes out in HTML format. We'd like to change that plain text format. Any comments about that? Thanks! Chago > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Chad > Waters > Sent: Wednesday, March 17, 2004 1:07 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Sending Text instead of HTML e-mail > > > I think he was referring to how incoming HTML formatted mail is handled. > > A means to sanitize HTML and convert it into text would be nice. > > No, the TrustHTMLAttachments option isn't what I'd be looking > for. That just parses the HTML > and whatever script goodies included. > > -C > > On Wed, Mar 17, 2004 at 08:52:11PM +0300, Ruslan U. Zakirov wrote: > > Adolfo Santiago wrote: > > >Is there a way to force the e-mails sent through RT to be sent > in plain > > >text > > >format, instead of HTML? > > Huh. RT doesn't use text/html format for outgoing email. > > > > > >Also, if there is such a way, will it affect attachments added to those > > >outgoing e-mails? > > > > > >Thanks! > > > > > >Chago > > > > > > > > >_______________________________________________ > > >rt-users mailing list > > >rt-users at lists.bestpractical.com > > >http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From cubic at acronis.ru Wed Mar 17 13:34:08 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 21:34:08 +0300 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: References: Message-ID: <40589A20.5060405@acronis.ru> Adolfo Santiago wrote: > Hmmm... to clarify, I'm talking about *outgoing* messages, from RT to > requestors. Right now, mail we send goes out in HTML format. We'd like to > change that plain text format. If you reply on ticket via mail client and format response in html so it's your problem. RT store message and notify others. Send mail in plain text form :) If you use WebUI then _mainline_ RT never use 'HTML'. Also you could use MTA based solution to convert all incoming mail to plain text. > > Any comments about that? I don't understand problem. > > Thanks! > > Chago > > > >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Chad >>Waters >>Sent: Wednesday, March 17, 2004 1:07 PM >>To: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Sending Text instead of HTML e-mail >> >> >>I think he was referring to how incoming HTML formatted mail is handled. >> >>A means to sanitize HTML and convert it into text would be nice. >> >>No, the TrustHTMLAttachments option isn't what I'd be looking >>for. That just parses the HTML >>and whatever script goodies included. >> >>-C >> >>On Wed, Mar 17, 2004 at 08:52:11PM +0300, Ruslan U. Zakirov wrote: >> >>>Adolfo Santiago wrote: >>> >>>>Is there a way to force the e-mails sent through RT to be sent >> >>in plain >> >>>>text >>>>format, instead of HTML? >>> >>>Huh. RT doesn't use text/html format for outgoing email. >>> >>>>Also, if there is such a way, will it affect attachments added to those >>>>outgoing e-mails? >>>> >>>>Thanks! >>>> >>>>Chago >>>> >>>> >>>>_______________________________________________ >>>>rt-users mailing list >>>>rt-users at lists.bestpractical.com >>>>http://lists.bestpractical.com/mailman/listinfo/rt-users >>>> >>>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >>> >>>_______________________________________________ >>>rt-users mailing list >>>rt-users at lists.bestpractical.com >>>http://lists.bestpractical.com/mailman/listinfo/rt-users >>> >>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 apocalyptech.com Wed Mar 17 14:04:25 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Wed, 17 Mar 2004 13:04:25 -0600 Subject: [rt-users] Email control for RT? In-Reply-To: <4058930D.5050203@acronis.ru> References: <20040317174822.GB10401@unisrv.net> <40589283.9020607@acronis.ru> <4058930D.5050203@acronis.ru> Message-ID: <20040317190425.GA13851@unisrv.net> Ruslan U. Zakirov wrote: > >Yes. Scrip actions. > > > Found solution was on prev week in archive: Gah, obviously my 1337 websearching skillz have not availed me in this case. Thanks for the help, that worked beautifully. -CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From rt at chaka.net Wed Mar 17 13:15:46 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 17 Mar 2004 13:15:46 -0500 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: <40589A20.5060405@acronis.ru> References: <40589A20.5060405@acronis.ru> Message-ID: <20040317181546.GK4373@chaka.net> We convert all incoming mail to text using demime.pl. rt: "|/usr/local/bin/demime.pl - |/opt/rt3/bin/rt-mailgate --queue 'OA Request' --action correspond --url http://slah001.abh.vw.com/" See: http://scifi.squawk.com/demime.html -Todd On Wed, Mar 17, 2004 at 09:34:08PM +0300, Ruslan U. Zakirov wrote: > Adolfo Santiago wrote: > >Hmmm... to clarify, I'm talking about *outgoing* messages, from RT to > >requestors. Right now, mail we send goes out in HTML format. We'd like to > >change that plain text format. > If you reply on ticket via mail client and format response in html so > it's your problem. RT store message and notify others. Send mail in > plain text form :) > If you use WebUI then _mainline_ RT never use 'HTML'. > > Also you could use MTA based solution to convert all incoming mail to > plain text. > > > > >Any comments about that? > > I don't understand problem. > > > >Thanks! > > > >Chago > > > > > > > >>-----Original Message----- > >>From: rt-users-bounces at lists.bestpractical.com > >>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Chad > >>Waters > >>Sent: Wednesday, March 17, 2004 1:07 PM > >>To: rt-users at lists.bestpractical.com > >>Subject: Re: [rt-users] Sending Text instead of HTML e-mail > >> > >> > >>I think he was referring to how incoming HTML formatted mail is handled. > >> > >>A means to sanitize HTML and convert it into text would be nice. > >> > >>No, the TrustHTMLAttachments option isn't what I'd be looking > >>for. That just parses the HTML > >>and whatever script goodies included. > >> > >>-C > >> > >>On Wed, Mar 17, 2004 at 08:52:11PM +0300, Ruslan U. Zakirov wrote: > >> > >>>Adolfo Santiago wrote: > >>> > >>>>Is there a way to force the e-mails sent through RT to be sent > >> > >>in plain > >> > >>>>text > >>>>format, instead of HTML? > >>> > >>>Huh. RT doesn't use text/html format for outgoing email. > >>> > >>>>Also, if there is such a way, will it affect attachments added to those > >>>>outgoing e-mails? > >>>> > >>>>Thanks! > >>>> > >>>>Chago > >>>> > >>>> > >>>>_______________________________________________ > >>>>rt-users mailing list > >>>>rt-users at lists.bestpractical.com > >>>>http://lists.bestpractical.com/mailman/listinfo/rt-users > >>>> > >>>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > >>> > >>>_______________________________________________ > >>>rt-users mailing list > >>>rt-users at lists.bestpractical.com > >>>http://lists.bestpractical.com/mailman/listinfo/rt-users > >>> > >>>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > >> > > > > > >_______________________________________________ > >rt-users mailing list > >rt-users at lists.bestpractical.com > >http://lists.bestpractical.com/mailman/listinfo/rt-users > > > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Mar 17 14:24:34 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 17 Mar 2004 22:24:34 +0300 Subject: [rt-users] Email control for RT? In-Reply-To: <20040317190425.GA13851@unisrv.net> References: <20040317174822.GB10401@unisrv.net> <40589283.9020607@acronis.ru> <4058930D.5050203@acronis.ru> <20040317190425.GA13851@unisrv.net> Message-ID: <4058A5F2.1040209@acronis.ru> CJ Kucera wrote: > Ruslan U. Zakirov wrote: > >>>Yes. Scrip actions. >>> >> >>Found solution was on prev week in archive: > > > Gah, obviously my 1337 websearching skillz have not availed me in this > case. Thanks for the help, that worked beautifully. I just remember that it was. In scrip that i sent there is error, look in archive for right. > > -CJ > From rt at apocalyptech.com Wed Mar 17 14:36:57 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Wed, 17 Mar 2004 13:36:57 -0600 Subject: [rt-users] Email control for RT? In-Reply-To: <4058A5F2.1040209@acronis.ru> References: <20040317174822.GB10401@unisrv.net> <40589283.9020607@acronis.ru> <4058930D.5050203@acronis.ru> <20040317190425.GA13851@unisrv.net> <4058A5F2.1040209@acronis.ru> Message-ID: <20040317193657.GB13851@unisrv.net> Ruslan U. Zakirov wrote: > I just remember that it was. > In scrip that i sent there is error, look in archive for right. Yeah, I noticed that and found out the correct syntax, once I knew it was in there. :) Things are working wonderfully now. Thanks again! -CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From rt at chaka.net Wed Mar 17 14:00:18 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 17 Mar 2004 14:00:18 -0500 Subject: [rt-users] SenderMustExist/LookupUserInExternalDatabase? Message-ID: <20040317190018.GL4373@chaka.net> Are these currently implemented in RT? If so, where are they used? # grep -r SenderMustExistInExternalDatabase lib/ share/ # grep -r LookupSenderInExternalDatabase lib/ share/ # From Rcoleman at interpublic.com Wed Mar 17 16:09:02 2004 From: Rcoleman at interpublic.com (Coleman, Rebecca) Date: Wed, 17 Mar 2004 16:09:02 -0500 Subject: [rt-users] listing history in template used by scrip Message-ID: <51D4DF85EA72D511AF1900B0D0AB897603467DFC@nt25.interpublic.com> is there a way to list the entire history of a ticket in an auto generated email that rt sends out? i know how to create templates and then use them in scrips, so i guess the question is more how do i get the entire history to list in a template? This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Wed Mar 17 16:20:05 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 17 Mar 2004 16:20:05 -0500 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: <40589A20.5060405@acronis.ru> References: <40589A20.5060405@acronis.ru> Message-ID: <20040317212005.GA5635@SDF.LONESTAR.ORG> On Wed, Mar 17, 2004 at 09:34:08PM +0300, Ruslan U. Zakirov wrote: > Adolfo Santiago wrote: > >Hmmm... to clarify, I'm talking about *outgoing* messages, from RT to > >requestors. Right now, mail we send goes out in HTML format. We'd like to > >change that plain text format. > If you reply on ticket via mail client and format response in html so > it's your problem. RT store message and notify others. Send mail in > plain text form :) > If you use WebUI then _mainline_ RT never use 'HTML'. If your mail passes through an Exchange server at some point, it may silently convert text/plain to text/html. This is an Exchange setting, however I have only seen it affect mail sent throught the Exchange server as the first MTA in the path. 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 rt at chaka.net Wed Mar 17 16:19:20 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 17 Mar 2004 16:19:20 -0500 Subject: [rt-users] Can a ticket have more than one owner? Message-ID: <20040317211920.GS4373@chaka.net> I know the web interface doesn't support it, but is RT designed to limit the ticket to one owner? Also, can a ticket be owned by a group? Again, the web interface doesn't suport it but... $Ticket->Requestors returns an RT::Group object. If a ticket could have only one owner wouldn't $Ticket->Requestors return an RT::User? Thanks! -Todd From pdh at bestpractical.com Wed Mar 17 17:08:28 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 18 Mar 2004 08:08:28 +1000 Subject: [rt-users] listing history in template used by scrip In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB897603467DFC@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB897603467DFC@nt25.interpublic.com> Message-ID: <20040317220828.GB9012@bne.snapgear.com> Coleman, Rebecca wrote: > is there a way to list the entire history of a ticket in an auto generated > email that rt sends out? i know how to create templates and then use them > in scrips, so i guess the question is more how do i get the entire history > to list in a template? With the caveat that this is easy to snowball out of control if you have users who reply without trimming excess content, you should be able to do something like my $Transactions = $Ticket->Transactions; while ( my $Transaction = $Transactions->Next ) { # do something with $Transaction->Content or whatever } and you might even glean some inspiration from the way the web interface does it, see Ticket/Elements/ShowHistory ... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesse at bestpractical.com Wed Mar 17 17:16:38 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 17 Mar 2004 17:16:38 -0500 Subject: [rt-users] Can a ticket have more than one owner? In-Reply-To: <20040317211920.GS4373@chaka.net> References: <20040317211920.GS4373@chaka.net> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mar 17, 2004, at 4:19 PM, Todd Chapman wrote: > I know the web interface doesn't support it, but > is RT designed to limit the ticket to one owner? > > Also, can a ticket be owned by a group? Again, > the web interface doesn't suport it but... > "Not quite" -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (Darwin) iD8DBQFAWM5HQaM/s3DrrJARAnmjAKCV0ANL1YybIj/6HffOJ99B8V39qgCgyJdU 6Wh7G7UwDKFUCKnmN3R+OIc= =HQ4C -----END PGP SIGNATURE----- From Rcoleman at interpublic.com Wed Mar 17 16:17:33 2004 From: Rcoleman at interpublic.com (Coleman, Rebecca) Date: Wed, 17 Mar 2004 16:17:33 -0500 Subject: [rt-users] SenderMustExist/LookupUserInExternalDatabase? Message-ID: <51D4DF85EA72D511AF1900B0D0AB897603467DFD@nt25.interpublic.com> try that grep as teh root user. i'm seeing it in etc/RT_SiteConfig.pm which is only readable by root user. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Todd Chapman Sent: Wednesday, March 17, 2004 2:00 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] SenderMustExist/LookupUserInExternalDatabase? Are these currently implemented in RT? If so, where are they used? # grep -r SenderMustExistInExternalDatabase lib/ share/ # grep -r LookupSenderInExternalDatabase lib/ share/ # _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Wed Mar 17 17:28:47 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 17 Mar 2004 17:28:47 -0500 Subject: [rt-users] I hate to ask this but... Message-ID: <20040317222847.GU4373@chaka.net> How can I get RT to send HTML from a template? We are thinking of sending simple HTML forms this way. I tried just putting html in the template. I even tried adding a Content-Type header, bu the html jsut shows up as plain text. Thanks. -Todd From aaron.hicks at intertrade.com Wed Mar 17 18:51:41 2004 From: aaron.hicks at intertrade.com (Aaron Hicks) Date: Wed, 17 Mar 2004 15:51:41 -0800 Subject: [rt-users] (no subject) Message-ID: <1079567500.2955.13.camel@bagio.intertrade.com> I just upgraded to 3.0.9 from 3.0.4 and boy is it faster. I also upgraded from mysql 3 to mysql 4 so maybe this had a little to do with the speed up. Now when I connect via opera to the web interface if I click on Home once I'm in it takes me right back to the login page. This only happens on opera and did not happen when I was running 3.0.4. I have tried this on both my Linux desktop and windows desktop systems. With IE or Galeon if I click on Home go to my RT Home page and remain logged in. I'm just wondering if I need to change something in my preferences for opera to stop this. The system I'm running RT on is a VA Linux system with the following software: Redhat 9 with all the updates Perl 3.8.0 from the redhat rpm Apache 2 from the redhat rpm mod_perl2 from the redhat rpm mysql 4.0.18 from the mysql.org rpm All dependencies checked out. Any ways Thanks to Jesse and all at bestpractical for this great ticketing tool. -- Aaron Hicks Intertrade Technologies From aaron.hicks at intertrade.com Wed Mar 17 18:53:27 2004 From: aaron.hicks at intertrade.com (Aaron Hicks) Date: Wed, 17 Mar 2004 15:53:27 -0800 Subject: [rt-users] Re: (Was Blank) Home send me to login page. In-Reply-To: <1079567500.2955.13.camel@bagio.intertrade.com> References: <1079567500.2955.13.camel@bagio.intertrade.com> Message-ID: <1079567606.2955.15.camel@bagio.intertrade.com> On Wed, 2004-03-17 at 15:51, Aaron Hicks wrote: > I just upgraded to 3.0.9 from 3.0.4 and boy is it faster. I also > upgraded from mysql 3 to mysql 4 so maybe this had a little to do with > the speed up. Snipped.... -- Aaron Hicks Intertrade Technologies From seph at directionless.org Wed Mar 17 22:03:30 2004 From: seph at directionless.org (seph) Date: Wed, 17 Mar 2004 22:03:30 -0500 Subject: [rt-users] Re: (no subject) In-Reply-To: <1079567500.2955.13.camel@bagio.intertrade.com> (Aaron Hicks's message of "Wed, 17 Mar 2004 15:51:41 -0800") References: <1079567500.2955.13.camel@bagio.intertrade.com> Message-ID: > Now when I connect via opera to the web interface if I click on Home > once I'm in it takes me right back to the login page. This only happens > on opera and did not happen when I was running 3.0.4. I have tried this > on both my Linux desktop and windows desktop systems. With IE or Galeon > if I click on Home go to my RT Home page and remain logged in. I'm just > wondering if I need to change something in my preferences for opera to > stop this. ISTR some known issues about how opera caches too aggressively. I'm not sure it's what you're seeing, but it seems likely. seph From pdh at bestpractical.com Thu Mar 18 00:47:30 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 18 Mar 2004 15:47:30 +1000 Subject: [rt-users] autocreated users stripping rt@ from email addresses In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB897603467DF4@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB897603467DF4@nt25.interpublic.com> Message-ID: <20040318054730.GC731@bne.snapgear.com> Coleman, Rebecca wrote: > I am using 3.0.7_01. When a user who has rt@ in their email address, > submits a ticket, rt does it's thing - it autocreates the user. only in > this case, say sbart at whatever.com, rt strips the rt@ from the email address. > this users email address would then be sbawhatever.com. which breaks a Do you happen to have $CanonicalizeEmailAddressMatch set to somethinh like "rt@" ? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hwagener at hamburg.fcb.com Thu Mar 18 03:42:48 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 18 Mar 2004 09:42:48 +0100 Subject: [rt-users] SenderMustExist/LookupUserInExternalDatabase? In-Reply-To: <20040317190018.GL4373@chaka.net> References: <20040317190018.GL4373@chaka.net> Message-ID: <3BDA3869-78B8-11D8-B540-003065DC18B8@hamburg.fcb.com> Am 17.03.2004 um 20:00 schrieb Todd Chapman: > Are these currently implemented in RT? If so, where are they > used? > > # grep -r SenderMustExistInExternalDatabase lib/ share/ > # grep -r LookupSenderInExternalDatabase lib/ share/ > # > There is no official bestpractical-blessed collection of possible external database methods, AFAIK. There exists at least one external patch for both methods to use in conjunction with LDAP databases. The archives should be full of links if You search for ldap integration. You probably need to write Your own if You want to lookup against other databases. Regards, Harald From thuryn at aplis.cz Thu Mar 18 03:56:51 2004 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9_Hur=FDn?=) Date: Thu, 18 Mar 2004 09:56:51 +0100 Subject: [rt-users] RT3 is very slow Message-ID: <200403180956.52029.thuryn@aplis.cz> Hallo, we've a machine with RT3, about 300 tickets and 50 users and RT is very slow. Ticket, that have meny attachemets and comments, is displaying 2:45 min on dual PII 350 MHz. But overal system is very slow, not only big tickets. If I move RT3 on Duron 1,8 GHz, 1 GB RAM, the same ticket is displaying 45 sec. - it's no good result. Does everyone the same experience? Is it possible to speedup system, because this is unusable speed. Thanks -- Tomas Huryn From hwagener at hamburg.fcb.com Thu Mar 18 05:24:58 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 18 Mar 2004 11:24:58 +0100 Subject: [rt-users] RT3 is very slow In-Reply-To: <200403180956.52029.thuryn@aplis.cz> References: <200403180956.52029.thuryn@aplis.cz> Message-ID: <81EF6644-78C6-11D8-B540-003065DC18B8@hamburg.fcb.com> Am 18.03.2004 um 09:56 schrieb Tom?? Hur?n: > Hallo, > we've a machine with RT3, about 300 tickets and 50 users and RT is > very > slow. Ticket, that have meny attachemets and comments, is displaying > 2:45 min > on dual PII 350 MHz. But overal system is very slow, not only big > tickets. > If I move RT3 on Duron 1,8 GHz, 1 GB RAM, the same ticket is > displaying 45 > sec. - it's no good result. > You need to tell us which versions of rt, perl You use. You need to tell us which database You use (and which version). Then we can try helping You. Recommmended is RT 3.0.9 (latest) perl 5.8.3 (latest) MySQL 4.0.18 (latest) with innodb type tables A lot of speed can be gained by tuning MySQL. Regards, Harald From thuryn at aplis.cz Thu Mar 18 06:05:28 2004 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9_Hur=FDn?=) Date: Thu, 18 Mar 2004 12:05:28 +0100 Subject: [rt-users] RT3 is very slow In-Reply-To: <81EF6644-78C6-11D8-B540-003065DC18B8@hamburg.fcb.com> References: <200403180956.52029.thuryn@aplis.cz> <81EF6644-78C6-11D8-B540-003065DC18B8@hamburg.fcb.com> Message-ID: <200403181205.28941.thuryn@aplis.cz> OK, we have all versions described below, that is: RT 3.0.9 (latest) perl 5.8.3 (latest) MySQL 4.0.18 (latest) with innodb type tables Dne ?t 18. b?ezna 2004 11:24 Harald Wagener napsal(a): > Am 18.03.2004 um 09:56 schrieb Tom?? Hur?n: > > Hallo, > > we've a machine with RT3, about 300 tickets and 50 users and RT is > > very > > slow. Ticket, that have meny attachemets and comments, is displaying > > 2:45 min > > on dual PII 350 MHz. But overal system is very slow, not only big > > tickets. > > If I move RT3 on Duron 1,8 GHz, 1 GB RAM, the same ticket is > > displaying 45 > > sec. - it's no good result. > > You need to tell us which versions of rt, perl You use. > You need to tell us which database You use (and which version). > > Then we can try helping You. > > Recommmended is > > RT 3.0.9 (latest) > perl 5.8.3 (latest) > MySQL 4.0.18 (latest) with innodb type tables > > A lot of speed can be gained by tuning MySQL. > > > Regards, > Harald > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Tom?? Hur?n From hwagener at hamburg.fcb.com Thu Mar 18 06:24:37 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 18 Mar 2004 12:24:37 +0100 Subject: [rt-users] RT3 is very slow In-Reply-To: <200403181205.28941.thuryn@aplis.cz> References: <200403180956.52029.thuryn@aplis.cz> <81EF6644-78C6-11D8-B540-003065DC18B8@hamburg.fcb.com> <200403181205.28941.thuryn@aplis.cz> Message-ID: Am 18.03.2004 um 12:05 schrieb Tom?? Hur?n: > OK, we have all versions described below, that is: > > RT 3.0.9 (latest) > perl 5.8.3 (latest) > MySQL 4.0.18 (latest) with innodb type tables > Did You tune the innodb settings for MySQL according to http://www.innodb.com/ibman.php, especially http://www.innodb.com/ibman.php#InnoDB.tuning ? That helped alot here - in our experience, having 1 Gig of RAM in Your machine is a bit pointless if the database does not use it... Regards, Harald From thuryn at aplis.cz Thu Mar 18 07:29:10 2004 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9_Hur=FDn?=) Date: Thu, 18 Mar 2004 13:29:10 +0100 Subject: [rt-users] RT3 is very slow In-Reply-To: References: <200403180956.52029.thuryn@aplis.cz> <200403181205.28941.thuryn@aplis.cz> Message-ID: <200403181329.10134.thuryn@aplis.cz> OK, but perl always is at 100 % CPU, not mysql. I understand that the problem can be in mysql, but the question is any tuning of database will lead to the solution. Dne ?t 18. b?ezna 2004 12:24 Harald Wagener napsal(a): > Am 18.03.2004 um 12:05 schrieb Tom?? Hur?n: > > OK, we have all versions described below, that is: > > > > RT 3.0.9 (latest) > > perl 5.8.3 (latest) > > MySQL 4.0.18 (latest) with innodb type tables > > Did You tune the innodb settings for MySQL according to > http://www.innodb.com/ibman.php, especially > http://www.innodb.com/ibman.php#InnoDB.tuning ? That helped alot here - > in our experience, having 1 Gig of RAM in Your machine is a bit > pointless if the database does not use it... > > Regards, > Harald > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Tom?? Hur?n From torsten.brumm at kuehne-nagel.com Thu Mar 18 08:07:07 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Thu, 18 Mar 2004 14:07:07 +0100 Subject: [rt-users] RT3 is very slow (Tom?? Hur?n) In-Reply-To: <20040318122533.7B0B111289@pallas.eruditorum.org> Message-ID: Hi Tom, we had the same problem a month ago. We have fixed it by tuning the perl environment. we had switched from mod_perl to fastCGI. Open a lot of Fastcgi Prozesses for the lot of users (we have 1 process for 50 users) We had decreased the time for the steps down to < 2sek for a normal work process Our Environment: 6000 User 45000 Tickets Dual Xeon 2400 2 GB RAM APACHE 2 Perl 5.8.x FastCGI MySQL 4 (innodb) Hope this helps you, btw. you can contact me directly, i will give you our configuration Message: 8 Date: Thu, 18 Mar 2004 09:56:51 +0100 From: Tom?? Hur?n Subject: [rt-users] RT3 is very slow To: rt-users at lists.bestpractical.com Message-ID: <200403180956.52029.thuryn at aplis.cz> Content-Type: text/plain; charset="iso-8859-2" Hallo, we've a machine with RT3, about 300 tickets and 50 users and RT is very slow. Ticket, that have meny attachemets and comments, is displaying 2:45 min on dual PII 350 MHz. But overal system is very slow, not only big tickets. If I move RT3 on Duron 1,8 GHz, 1 GB RAM, the same ticket is displaying 45 sec. - it's no good result. Does everyone the same experience? Is it possible to speedup system, because this is unusable speed. Thanks -- Tomas Huryn ------------------------------ Message: 9 Date: Thu, 18 Mar 2004 11:24:58 +0100 From: Harald Wagener Subject: Re: [rt-users] RT3 is very slow To: 'rt-users at lists.fsck.com' Message-ID: <81EF6644-78C6-11D8-B540-003065DC18B8 at hamburg.fcb.com> Content-Type: text/plain; charset=WINDOWS-1252; format=flowed Am 18.03.2004 um 09:56 schrieb Toma Hur}n: > Hallo, > we've a machine with RT3, about 300 tickets and 50 users and RT is > very > slow. Ticket, that have meny attachemets and comments, is displaying > 2:45 min > on dual PII 350 MHz. But overal system is very slow, not only big > tickets. > If I move RT3 on Duron 1,8 GHz, 1 GB RAM, the same ticket is > displaying 45 > sec. - it's no good result. > You need to tell us which versions of rt, perl You use. You need to tell us which database You use (and which version). Then we can try helping You. Recommmended is RT 3.0.9 (latest) perl 5.8.3 (latest) MySQL 4.0.18 (latest) with innodb type tables A lot of speed can be gained by tuning MySQL. Regards, Harald ------------------------------ Message: 10 Date: Thu, 18 Mar 2004 12:05:28 +0100 From: Tom?? Hur?n Subject: Re: [rt-users] RT3 is very slow To: rt-users at lists.bestpractical.com Message-ID: <200403181205.28941.thuryn at aplis.cz> Content-Type: text/plain; charset="iso-8859-2" OK, we have all versions described below, that is: RT 3.0.9 (latest) perl 5.8.3 (latest) MySQL 4.0.18 (latest) with innodb type tables Dne ht 18. bxezna 2004 11:24 Harald Wagener napsal(a): > Am 18.03.2004 um 09:56 schrieb Toma9 Hur}n: > > Hallo, > > we've a machine with RT3, about 300 tickets and 50 users and RT is > > very > > slow. Ticket, that have meny attachemets and comments, is displaying > > 2:45 min > > on dual PII 350 MHz. But overal system is very slow, not only big > > tickets. > > If I move RT3 on Duron 1,8 GHz, 1 GB RAM, the same ticket is > > displaying 45 > > sec. - it's no good result. > > You need to tell us which versions of rt, perl You use. > You need to tell us which database You use (and which version). > > Then we can try helping You. > > Recommmended is > > RT 3.0.9 (latest) > perl 5.8.3 (latest) > MySQL 4.0.18 (latest) with innodb type tables > > A lot of speed can be gained by tuning MySQL. > > > Regards, > Harald > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Toma9 Hur}n ------------------------------ Message: 11 Date: Thu, 18 Mar 2004 12:24:37 +0100 From: Harald Wagener Subject: Re: [rt-users] RT3 is very slow To: 'rt-users at lists.fsck.com' Message-ID: Content-Type: text/plain; charset=WINDOWS-1252; format=flowed Am 18.03.2004 um 12:05 schrieb Toma Hur}n: > OK, we have all versions described below, that is: > > RT 3.0.9 (latest) > perl 5.8.3 (latest) > MySQL 4.0.18 (latest) with innodb type tables > Did You tune the innodb settings for MySQL according to http://www.innodb.com/ibman.php, especially http://www.innodb.com/ibman.php#InnoDB.tuning ? That helped alot here - in our experience, having 1 Gig of RAM in Your machine is a bit pointless if the database does not use it... Regards, Harald ------------------------------ Message: 12 Date: Thu, 18 Mar 2004 13:29:10 +0100 From: Tom?? Hur?n Subject: Re: [rt-users] RT3 is very slow To: rt-users at lists.bestpractical.com Message-ID: <200403181329.10134.thuryn at aplis.cz> Content-Type: text/plain; charset="iso-8859-2" OK, but perl always is at 100 % CPU, not mysql. I understand that the problem can be in mysql, but the question is any tuning of database will lead to the solution. Dne ht 18. bxezna 2004 12:24 Harald Wagener napsal(a): > Am 18.03.2004 um 12:05 schrieb Toma9 Hur}n: > > OK, we have all versions described below, that is: > > > > RT 3.0.9 (latest) > > perl 5.8.3 (latest) > > MySQL 4.0.18 (latest) with innodb type tables > > Did You tune the innodb settings for MySQL according to > http://www.innodb.com/ibman.php, especially > http://www.innodb.com/ibman.php#InnoDB.tuning ? That helped alot here - > in our experience, having 1 Gig of RAM in Your machine is a bit > pointless if the database does not use it... > > Regards, > Harald > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Toma9 Hur}n ------------------------------ _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users End of rt-users Digest, Vol 5, Issue 66 *************************************** From peden at americanphysicians.net Thu Mar 18 09:48:16 2004 From: peden at americanphysicians.net (Paul D. Eden) Date: Thu, 18 Mar 2004 07:48:16 -0700 Subject: [rt-users] RT3 is very slow (Tom?? Hur?n) In-Reply-To: References: Message-ID: <1079621296.30950.3.camel@localhost.localdomain> Thanks for the info. Would you mind sharing your apache2/fastcgi configuration? I am setting up RT on RHEL3 and your configuration seems to be what I am looking for. Thanks, Paul Eden On Thu, 2004-03-18 at 06:07, HAM MI-IH / Torsten Brumm wrote: > Hi Tom, > > we had the same problem a month ago. We have fixed it by tuning the perl > environment. we had switched from mod_perl to fastCGI. Open a lot of Fastcgi > Prozesses for the lot of users (we have 1 process for 50 users) > > We had decreased the time for the steps down to < 2sek for a normal work > process > > Our Environment: > > 6000 User > 45000 Tickets > Dual Xeon 2400 > 2 GB RAM > > APACHE 2 > Perl 5.8.x > FastCGI > MySQL 4 (innodb) > > Hope this helps you, btw. you can contact me directly, i will give you our > configuration > From thuryn at aplis.cz Thu Mar 18 09:57:28 2004 From: thuryn at aplis.cz (=?iso-8859-2?q?Tom=E1=B9_Hur=FDn?=) Date: Thu, 18 Mar 2004 15:57:28 +0100 Subject: [rt-users] RT3 is very slow (Tom?? Hur?n) In-Reply-To: <1079621296.30950.3.camel@localhost.localdomain> References: <1079621296.30950.3.camel@localhost.localdomain> Message-ID: <200403181557.28404.thuryn@aplis.cz> Yes, but I'm running Apache 1.3.29. Config is hear: AddHandler fastcgi-script .fcgi Alias /NoAuth/images/ /opt/rt3/schare/html/NoAuth/images/ FastCgiServer /opt/rt3/bin/mason_handler.fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ ScriptAliasMatch (.*/)$ /opt/rt3/bin/mason_handler.fcgi$1 ScriptAliasMatch (.*\.html)$ /opt/rt3/bin/mason_handler.fcgi$1 NameVirtualHost 127.0.0.1:443 ServerName rt.domain DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 ServerAdmin root at domain ErrorLog logs/ssl_error_log TransferLog logs/ssl_access_log SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2: +EXP:+eNULL SSLCertificateFile /usr/local/apache/conf/ssl.crt/server.crt SSLCertificateKeyFile /usr/local/apache/conf/ssl.key/server.key SSLOptions +StdEnvVars SSLOptions +StdEnvVars SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" Dne ?t 18. b?ezna 2004 15:48 Paul D. Eden napsal(a): > Thanks for the info. > > Would you mind sharing your apache2/fastcgi configuration? > > I am setting up RT on RHEL3 and your configuration seems to be what I am > looking for. > > Thanks, > > Paul Eden > > On Thu, 2004-03-18 at 06:07, HAM MI-IH / Torsten Brumm wrote: > > Hi Tom, > > > > we had the same problem a month ago. We have fixed it by tuning the perl > > environment. we had switched from mod_perl to fastCGI. Open a lot of > > Fastcgi Prozesses for the lot of users (we have 1 process for 50 users) > > > > We had decreased the time for the steps down to < 2sek for a normal work > > process > > > > Our Environment: > > > > 6000 User > > 45000 Tickets > > Dual Xeon 2400 > > 2 GB RAM > > > > APACHE 2 > > Perl 5.8.x > > FastCGI > > MySQL 4 (innodb) > > > > Hope this helps you, btw. you can contact me directly, i will give you > > our configuration > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Tom?? Hur?n From hwagener at hamburg.fcb.com Thu Mar 18 10:06:39 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Thu, 18 Mar 2004 16:06:39 +0100 Subject: [rt-users] RT3 is very slow In-Reply-To: <200403181329.10134.thuryn@aplis.cz> References: <200403180956.52029.thuryn@aplis.cz> <200403181205.28941.thuryn@aplis.cz> <200403181329.10134.thuryn@aplis.cz> Message-ID: Am 18.03.2004 um 13:29 schrieb Tom?? Hur?n: > OK, but perl always is at 100 % CPU, not mysql. I understand that the > problem > can be in mysql, but the question is any tuning of database will lead > to the > solution. > My experience was that perl was spinning the cpu waiting for MySQL to answer it's request. Regards, Harald From peden at americanphysicians.net Thu Mar 18 10:13:52 2004 From: peden at americanphysicians.net (Paul D. Eden) Date: Thu, 18 Mar 2004 08:13:52 -0700 Subject: [rt-users] RT3 is very slow (Tom?? Hur?n) In-Reply-To: <200403181557.28404.thuryn@aplis.cz> References: <1079621296.30950.3.camel@localhost.localdomain> <200403181557.28404.thuryn@aplis.cz> Message-ID: <1079622832.30950.6.camel@localhost.localdomain> Thanks, that's helpful. Does anyone have a working apache2/fastcgi configuration they are willing to share? Paul On Thu, 2004-03-18 at 07:57, Tom?? Hur?n wrote: > Yes, but I'm running Apache 1.3.29. Config is hear: > > > AddHandler fastcgi-script .fcgi > Alias /NoAuth/images/ /opt/rt3/schare/html/NoAuth/images/ > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > ScriptAliasMatch (.*/)$ /opt/rt3/bin/mason_handler.fcgi$1 > ScriptAliasMatch (.*\.html)$ /opt/rt3/bin/mason_handler.fcgi$1 > > > NameVirtualHost 127.0.0.1:443 > > > > ServerName rt.domain > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > > ServerAdmin root at domain > ErrorLog logs/ssl_error_log > TransferLog logs/ssl_access_log > SSLEngine on > SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2: > +EXP:+eNULL > SSLCertificateFile /usr/local/apache/conf/ssl.crt/server.crt > SSLCertificateKeyFile /usr/local/apache/conf/ssl.key/server.key > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > > SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > CustomLog logs/ssl_request_log \ > "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" > > From mailbag at anothernet.com Thu Mar 18 10:23:44 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 18 Mar 2004 10:23:44 -0500 Subject: [rt-users] Sending Text instead of HTML e-mail In-Reply-To: <4058904B.9080208@acronis.ru> Message-ID: My bad... You are correct. Messages do go out in plain text. I was getting confused by the fact that MS Outlook was presenting the messages to me using a font that's different from what I'm used to seeing. Apparently, this has to do with the messages using the character set "UTF-8". Thanks for the correction. Chago > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Wednesday, March 17, 2004 12:52 PM > To: Adolfo Santiago > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Sending Text instead of HTML e-mail > > > Adolfo Santiago wrote: > > Is there a way to force the e-mails sent through RT to be sent > in plain text > > format, instead of HTML? > Huh. RT doesn't use text/html format for outgoing email. > > > > Also, if there is such a way, will it affect attachments added to those > > outgoing e-mails? > > > > Thanks! > > > > Chago > > > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From aaron.hicks at intertrade.com Thu Mar 18 10:38:01 2004 From: aaron.hicks at intertrade.com (Aaron Hicks) Date: Thu, 18 Mar 2004 07:38:01 -0800 Subject: [rt-users] Re: (no subject) In-Reply-To: References: <1079567500.2955.13.camel@bagio.intertrade.com> Message-ID: <1079624281.2957.18.camel@bagio.intertrade.com> Seph, Thank for the info. I'll check it out. It's not a big problem I only go to RT to do update tickets and then I normally just close the session. Thanks again. On Wed, 2004-03-17 at 19:03, seph wrote: > > Now when I connect via opera to the web interface if I click on Home > > once I'm in it takes me right back to the login page. This only happens > > on opera and did not happen when I was running 3.0.4. I have tried this > > on both my Linux desktop and windows desktop systems. With IE or Galeon > > if I click on Home go to my RT Home page and remain logged in. I'm just > > wondering if I need to change something in my preferences for opera to > > stop this. > > ISTR some known issues about how opera caches too aggressively. I'm > not sure it's what you're seeing, but it seems likely. > > seph -- Aaron Hicks Intertrade Technologies From sturner at MIT.EDU Thu Mar 18 11:24:44 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 18 Mar 2004 11:24:44 -0500 Subject: [rt-users] (no subject) In-Reply-To: <1079567500.2955.13.camel@bagio.intertrade.com> Message-ID: <5.2.1.1.2.20040318112254.021d3ee0@po14.mit.edu> Aaron, Try this : http://fsck.com/rtfm/factoid.html?id=154 Steve At Wednesday 3/17/2004 06:51 PM, you wrote: > Now when I connect via opera to the web interface if I click on Home >once I'm in it takes me right back to the login page. This only happens >on opera and did not happen when I was running 3.0.4. I have tried this >on both my Linux desktop and windows desktop systems. With IE or Galeon >if I click on Home go to my RT Home page and remain logged in. I'm just >wondering if I need to change something in my preferences for opera to >stop this. From mailbag at anothernet.com Thu Mar 18 11:32:15 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Thu, 18 Mar 2004 11:32:15 -0500 Subject: [rt-users] Corrupted PDFs Message-ID: We are having the same issue with corrupted PDFs that others have reported here recently. I went through the archives, the manual, Google, and the Wiki pages and can't find any references to how this issue is actually resolved. Is there a fix for this problem? Basically, PDFs arrive as attachments and are reported as such by RT. However, when we open them, all we get are blank pages. This happens even with very small PDF files, of about 20K in size. Thanks! Chago From aaron.hicks at intertrade.com Thu Mar 18 11:42:04 2004 From: aaron.hicks at intertrade.com (Aaron Hicks) Date: Thu, 18 Mar 2004 08:42:04 -0800 Subject: [rt-users] (no subject) In-Reply-To: <5.2.1.1.2.20040318112254.021d3ee0@po14.mit.edu> References: <5.2.1.1.2.20040318112254.021d3ee0@po14.mit.edu> Message-ID: <1079628124.2957.20.camel@bagio.intertrade.com> Cool that fixed it, Thanks On Thu, 2004-03-18 at 08:24, Stephen Turner wrote: > Aaron, > > Try this : > > http://fsck.com/rtfm/factoid.html?id=154 > > Steve > > At Wednesday 3/17/2004 06:51 PM, you wrote: > > > Now when I connect via opera to the web interface if I click on Home > >once I'm in it takes me right back to the login page. This only happens > >on opera and did not happen when I was running 3.0.4. I have tried this > >on both my Linux desktop and windows desktop systems. With IE or Galeon > >if I click on Home go to my RT Home page and remain logged in. I'm just > >wondering if I need to change something in my preferences for opera to > >stop this. > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- Aaron Hicks Intertrade Technologies From torsten.brumm at kuehne-nagel.com Thu Mar 18 11:49:58 2004 From: torsten.brumm at kuehne-nagel.com (HAM MI-IH / Torsten Brumm) Date: Thu, 18 Mar 2004 17:49:58 +0100 Subject: [rt-users] RT3 is very slow (Tom?? Hur?n) - my config In-Reply-To: <20040318163301.F22F311395@pallas.eruditorum.org> Message-ID: Hi Tom, Hi Mailing List, attached our config for: 1. MySQL 4 2. Apache (FastCGI) 1. MySQL - my.cnf # The following options will be passed to all MySQL clients [client] #password = your_password port = 3306 socket = /var/lib/mysql/mysql.sock # Here follows entries for some specific programs # The MySQL server [mysqld] port = 3306 socket = /var/lib/mysql/mysql.sock skip-locking key_buffer = 384M max_allowed_packet = 10M table_cache = 512 sort_buffer_size = 20M read_buffer_size = 20M myisam_sort_buffer_size = 128M thread_cache = 64 query_cache_size = 64M # Try number of CPU's*2 for thread_concurrency thread_concurrency = 16 log-bin server-id = 1 [mysqldump] quick max_allowed_packet = 32M [mysql] no-auto-rehash [isamchk] key_buffer = 256M sort_buffer_size = 256M read_buffer = 20M write_buffer = 20M [myisamchk] key_buffer = 256M sort_buffer_size = 256M read_buffer = 20M write_buffer = 20M [mysqlhotcopy] interactive-timeout #innodb settings innodb_data_file_path = ibdata1:255M:autoextend set-variable = innodb_buffer_pool_size=256M set-variable = innodb_additional_mem_pool_size=64M set-variable = innodb_log_file_size=80M set-variable = innodb_log_buffer_size=32M set-variable = innodb_flush_log_at_trx_commit=1 set-variable = read_buffer_size=32M set-variable = sort_buffer=32M 2. Apache config LoadModule fastcgi_module /usr/lib/httpd/modules/mod_fastcgi.so # This is the FastCGI Server for RT3 FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes 120 -listen-queue-depth 200 -priority 10 ServerName ticket.company.com ServerAdmin support at company.com DocumentRoot /opt/rt3/share/html AddHandler fastcgi-script .fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ This works very well for us! From peden at americanphysicians.net Thu Mar 18 12:06:25 2004 From: peden at americanphysicians.net (Paul D. Eden) Date: Thu, 18 Mar 2004 10:06:25 -0700 Subject: [rt-users] RT3 is very slow (Tom?? Hur?n) - my config In-Reply-To: References: Message-ID: <1079629585.30950.15.camel@localhost.localdomain> Thank you. That is just what I needed. Paul On Thu, 2004-03-18 at 09:49, HAM MI-IH / Torsten Brumm wrote: > Hi Tom, Hi Mailing List, > > attached our config for: > > 1. MySQL 4 > 2. Apache (FastCGI) > > 1. MySQL - my.cnf > > # The following options will be passed to all MySQL clients > [client] > #password = your_password > port = 3306 > socket = /var/lib/mysql/mysql.sock > > # Here follows entries for some specific programs > > # The MySQL server > [mysqld] > port = 3306 > socket = /var/lib/mysql/mysql.sock > skip-locking > key_buffer = 384M > max_allowed_packet = 10M > table_cache = 512 > sort_buffer_size = 20M > read_buffer_size = 20M > myisam_sort_buffer_size = 128M > thread_cache = 64 > query_cache_size = 64M > # Try number of CPU's*2 for thread_concurrency > thread_concurrency = 16 > > log-bin > > server-id = 1 > > [mysqldump] > quick > max_allowed_packet = 32M > > [mysql] > no-auto-rehash > > [isamchk] > key_buffer = 256M > sort_buffer_size = 256M > read_buffer = 20M > write_buffer = 20M > > [myisamchk] > key_buffer = 256M > sort_buffer_size = 256M > read_buffer = 20M > write_buffer = 20M > > [mysqlhotcopy] > interactive-timeout > > #innodb settings > innodb_data_file_path = ibdata1:255M:autoextend > set-variable = innodb_buffer_pool_size=256M > set-variable = innodb_additional_mem_pool_size=64M > set-variable = innodb_log_file_size=80M > set-variable = innodb_log_buffer_size=32M > set-variable = innodb_flush_log_at_trx_commit=1 > set-variable = read_buffer_size=32M > set-variable = sort_buffer=32M > > 2. Apache config > > LoadModule fastcgi_module /usr/lib/httpd/modules/mod_fastcgi.so > > # This is the FastCGI Server for RT3 > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes > 120 -listen-queue-depth 200 -priority 10 > > > ServerName ticket.company.com > ServerAdmin support at company.com > DocumentRoot /opt/rt3/share/html > AddHandler fastcgi-script .fcgi > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > This works very well for us! From peden at americanphysicians.net Thu Mar 18 16:10:40 2004 From: peden at americanphysicians.net (Paul D. Eden) Date: Thu, 18 Mar 2004 14:10:40 -0700 Subject: [rt-users] Many perl processes Message-ID: <1079644239.31460.102.camel@localhost.localdomain> I am trying to finish my setup of rt and am getting many processes starting up. Here is an excerpt from the apache error log: [Thu Mar 18 13:17:26 2004] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Thu Mar 18 13:17:26 2004] [notice] Digest: generating secret for digest authentication ... [Thu Mar 18 13:17:26 2004] [notice] Digest: done [Thu Mar 18 13:17:27 2004] [notice] FastCGI: process manager initialized (pid 18293) [Thu Mar 18 13:17:27 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18298) [Thu Mar 18 13:17:27 2004] [notice] Apache/2.0.46 (CentOS) configured -- resuming normal operations [Thu Mar 18 13:17:28 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18303) [Thu Mar 18 13:17:29 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18305) ... These lines were repeated MANY times ... [Thu Mar 18 13:18:25 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18405) [Thu Mar 18 13:18:26 2004] [notice] caught SIGTERM, shutting down It seemed to just keep adding perl processes until I shut down apache. The processors were pegged and the ram was quickly filling up. Here is my configuration: Cent-OS 3.1 (RHEL 3 clone) perl 5.8.3 (installed from fedora core 1 src rpm) apache 2.0.46 (from RHEL 3) MySQL 4.0.18 (from rpm at Mysql.com) rt 3.0.9 All the perl modules are installed and check out with sbin/rt-test-dependencies. Also, to fix a seeming permissions issue with the /etc/httpd/logs/fastcgi/dynamic/ directory, I replaced the /etc/httpd/logs simlink with a real directory in its place. The permissions for the applicable directories is: ls -lR /etc/httpd/ /etc/httpd/: total 12 lrwxrwxrwx 1 root root 25 Mar 17 14:16 build -> ../../usr/lib/httpd/build drwxr-xr-x 2 root root 4096 Mar 15 10:25 conf drwxr-xr-x 2 root root 4096 Mar 18 10:43 conf.d drwxr-xr-x 3 root root 4096 Mar 18 11:11 logs lrwxrwxrwx 1 root root 27 Mar 15 10:25 modules -> ../../usr/lib/httpd/modules lrwxrwxrwx 1 root root 13 Mar 15 10:25 run -> ../../var/run /etc/httpd/conf: total 52 -rw-r--r-- 1 root root 35168 Mar 8 20:42 httpd.conf -rw-r--r-- 1 root root 12959 Mar 8 20:42 magic /etc/httpd/conf.d: total 24 -rw-r--r-- 1 root root 311 Feb 28 06:53 mrtg.conf -rw-r--r-- 1 root root 1800 Feb 29 17:02 perl.conf -rw-r--r-- 1 root root 459 Feb 28 14:45 php.conf -rw-r--r-- 1 root root 180 Mar 8 20:42 README -rw-r--r-- 1 root root 550 Mar 18 10:43 rt.conf -rw-r--r-- 1 root root 299 Mar 8 20:42 welcome.conf /etc/httpd/logs: total 28 -rw-r--r-- 1 root root 0 Mar 18 11:11 access_log -rw-r--r-- 1 root root 23278 Mar 18 13:18 error_log drwxrwxrwx 3 apache rt 4096 Mar 18 13:18 fastcgi /etc/httpd/logs/fastcgi: total 4 drwxrwxrwx 2 apache rt 4096 Mar 18 11:10 dynamic /etc/httpd/logs/fastcgi/dynamic: total 0 Best Regards, Paul Eden From scott at cae.com Thu Mar 18 16:28:16 2004 From: scott at cae.com (Scott Hebert) Date: Thu, 18 Mar 2004 16:28:16 -0500 Subject: [rt-users] Many perl processes Message-ID: <69F1436AA435D7118EE1009027B0FF3A0B8AB379@caemsx02.cae.ca> In your previous post you had this: FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes 120 That's starting up 120 servers ! You might want to reduce that. SH -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul D. Eden Sent: Thursday, March 18, 2004 4:11 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Many perl processes I am trying to finish my setup of rt and am getting many processes starting up. Here is an excerpt from the apache error log: [Thu Mar 18 13:17:26 2004] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Thu Mar 18 13:17:26 2004] [notice] Digest: generating secret for digest authentication ... [Thu Mar 18 13:17:26 2004] [notice] Digest: done [Thu Mar 18 13:17:27 2004] [notice] FastCGI: process manager initialized (pid 18293) [Thu Mar 18 13:17:27 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18298) [Thu Mar 18 13:17:27 2004] [notice] Apache/2.0.46 (CentOS) configured -- resuming normal operations [Thu Mar 18 13:17:28 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18303) [Thu Mar 18 13:17:29 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18305) ... These lines were repeated MANY times ... [Thu Mar 18 13:18:25 2004] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 18405) [Thu Mar 18 13:18:26 2004] [notice] caught SIGTERM, shutting down It seemed to just keep adding perl processes until I shut down apache. The processors were pegged and the ram was quickly filling up. Here is my configuration: Cent-OS 3.1 (RHEL 3 clone) perl 5.8.3 (installed from fedora core 1 src rpm) apache 2.0.46 (from RHEL 3) MySQL 4.0.18 (from rpm at Mysql.com) rt 3.0.9 All the perl modules are installed and check out with sbin/rt-test-dependencies. Also, to fix a seeming permissions issue with the /etc/httpd/logs/fastcgi/dynamic/ directory, I replaced the /etc/httpd/logs simlink with a real directory in its place. The permissions for the applicable directories is: ls -lR /etc/httpd/ /etc/httpd/: total 12 lrwxrwxrwx 1 root root 25 Mar 17 14:16 build -> ../../usr/lib/httpd/build drwxr-xr-x 2 root root 4096 Mar 15 10:25 conf drwxr-xr-x 2 root root 4096 Mar 18 10:43 conf.d drwxr-xr-x 3 root root 4096 Mar 18 11:11 logs lrwxrwxrwx 1 root root 27 Mar 15 10:25 modules -> ../../usr/lib/httpd/modules lrwxrwxrwx 1 root root 13 Mar 15 10:25 run -> ../../var/run /etc/httpd/conf: total 52 -rw-r--r-- 1 root root 35168 Mar 8 20:42 httpd.conf -rw-r--r-- 1 root root 12959 Mar 8 20:42 magic /etc/httpd/conf.d: total 24 -rw-r--r-- 1 root root 311 Feb 28 06:53 mrtg.conf -rw-r--r-- 1 root root 1800 Feb 29 17:02 perl.conf -rw-r--r-- 1 root root 459 Feb 28 14:45 php.conf -rw-r--r-- 1 root root 180 Mar 8 20:42 README -rw-r--r-- 1 root root 550 Mar 18 10:43 rt.conf -rw-r--r-- 1 root root 299 Mar 8 20:42 welcome.conf /etc/httpd/logs: total 28 -rw-r--r-- 1 root root 0 Mar 18 11:11 access_log -rw-r--r-- 1 root root 23278 Mar 18 13:18 error_log drwxrwxrwx 3 apache rt 4096 Mar 18 13:18 fastcgi /etc/httpd/logs/fastcgi: total 4 drwxrwxrwx 2 apache rt 4096 Mar 18 11:10 dynamic /etc/httpd/logs/fastcgi/dynamic: total 0 Best Regards, Paul Eden _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 peden at americanphysicians.net Thu Mar 18 16:42:18 2004 From: peden at americanphysicians.net (Paul D. Eden) Date: Thu, 18 Mar 2004 14:42:18 -0700 Subject: [rt-users] Many perl processes In-Reply-To: <69F1436AA435D7118EE1009027B0FF3A0B8AB379@caemsx02.cae.ca> References: <69F1436AA435D7118EE1009027B0FF3A0B8AB379@caemsx02.cae.ca> Message-ID: <1079646137.31460.107.camel@localhost.localdomain> Wow! Thank you for pointing that out. Paul On Thu, 2004-03-18 at 14:28, Scott Hebert wrote: > In your previous post you had this: > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes > 120 > > That's starting up 120 servers ! > > You might want to reduce that. > > SH From cervin at intelenet.net Thu Mar 18 20:53:13 2004 From: cervin at intelenet.net (Chance Ervin) Date: Thu, 18 Mar 2004 17:53:13 -0800 Subject: [rt-users] Issues with CCs Message-ID: <037301c40d54$f077e620$6f180a0a@cdelt> CCs are working at this point, but I have addresses that I never want to get CCd. In the file RT_SiteConfig.pm, the following is set # RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC if # the setting above is enabled. #Set($RTAddressRegexp , '^rt\@example.com$'); #Set($RTAddressRegexp , '^(|||)\@.*$'); Set($RTAddressRegexp , '^(||||)\@.intelenet.net$'); But I still get support added to the ticket as a CC. Any ideas? Thank you. -- ----------------------------- InteleNet Communications Inc. "Help me help you." Chance Ervin - SCSA -- Jerry Maguire Oracle Certified Professional Supervisor of Network Operations -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Thu Mar 18 21:14:13 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 19 Mar 2004 12:14:13 +1000 Subject: [rt-users] Issues with CCs In-Reply-To: <037301c40d54$f077e620$6f180a0a@cdelt> References: <037301c40d54$f077e620$6f180a0a@cdelt> Message-ID: <20040319021413.GL745@bne.snapgear.com> Chance Ervin wrote: > Set($RTAddressRegexp , > '^(||||)\@. intelenet.net$'); The angle brackets and that dot are getting in your way. Try: Set($RTAddressRegexp , '^(rt|support|rt-mb|intelenet-support|intelenet-comments)\@intelenet.net $'); or, to condense further.... Set($RTAddressRegexp , '^(rt(-mb)?|support|intelenet-(support|comments))\@intelenet.net$'); -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From vinita at cs.mu.OZ.AU Thu Mar 18 22:51:32 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Fri, 19 Mar 2004 14:51:32 +1100 Subject: [rt-users] Sending Text instead of HTML e-mail References: Message-ID: <405A6E44.4090501@cs.mu.oz.au> lib/RT/EmailParser.pm ................... ( $UserFoundInExternalDatabase, %UserInfo ) = $self->LookupExternalUserInfo( $Address, $Name ); ........... # user database, reject the incoming message appropriately if ( $RT::SenderMustExistInExternalDatabase && !$UserFoundInExternalDatabase ) { .................. BUT sub LookupExternalUserInfo { my $self = shift; my $EmailAddress = shift; my $RealName = shift; my $FoundInExternalDatabase = 1; my %params; #Name is the RT username you want to use for this user. $params{'Name'} = $EmailAddress; $params{'EmailAddress'} = $EmailAddress; $params{'RealName'} = $RealName; # See RT's contributed code for examples. # http://www.fsck.com/pub/rt/contrib/ return ($FoundInExternalDatabase, %params); } ALWAYS return true, so I guess you need to write something here. Adolfo Santiago wrote: >Is there a way to force the e-mails sent through RT to be sent in plain text >format, instead of HTML? > >Also, if there is such a way, will it affect attachments added to those >outgoing e-mails? > >Thanks! > >Chago > > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 From nickc at voyager.net Thu Mar 18 23:49:11 2004 From: nickc at voyager.net (Nick) Date: Thu, 18 Mar 2004 23:49:11 -0500 Subject: [rt-users] Cannot Create Ticket Error Again Please Help Message-ID: I was running RT 3.0.8 and after about two months of solid use every ticket creation attempt was met by an Internal Error. [Sat Feb 14 05:28:04 2004] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 1473: Could not create group (/home/rt/lib/RT/Ticket_Overlay.pm:1314) [Sat Feb 14 05:28:04 2004] [crit]: Couldn't create ticket groups for ticket 1473. aborting Ticket creation. (/home/rt/lib/RT/Ticket_Overlay.pm:528) [Sat Feb 14 05:28:04 2004] [crit]: Ticket could not be created due to an internal error (/home/rt/lib/RT/Interface/Email.pm:579) [Sat Feb 14 05:28:04 2004] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/home/rt/lib/RT/Interface/Email.pm:583) [Sat Feb 14 05:39:00 2004] [error]: Couldn't create a ticket group of type 'Requestor' for ticket 1474: Could not create group (/home/rt/lib/RT/Ticket_Overlay.pm:1314) [Sat Feb 14 05:39:00 2004] [crit]: Couldn't create ticket groups for ticket 1474. aborting Ticket creation. (/home/rt/lib/RT/Ticket_Overlay.pm:528) [Sat Feb 14 05:39:00 2004] [error]: WebRT: Ticket could not be created due to an internal error () (/home/rt/share/html/Elements/Error:53) I asked around, couldn?t find anything and was forced to install again from scratch 3.0.9. I got 3.0.9 up and running and now after about a month of solid use I get ticket creation errors again. [Thu Mar 18 22:20:10 2004] [crit]: Couldn't create a ticket (/home/rt3/lib/RT/Ticket_Overlay.pm:519) [Thu Mar 18 22:20:10 2004] [crit]: Ticket could not be created due to an internal error (/home/rt3/lib/RT/Interface/Email.pm:678) [Thu Mar 18 22:20:41 2004] [error]: Create failed: 0 / 0 / Ticket could not be created due to an internal error (/home/rt3/lib/RT/Interface/Email.pm:684) [Thu Mar 18 18:08:51 2004] [error] [client 172.16.2.44] File does not exist: /home/rt3/share/html/favicon.ico [Thu Mar 18 18:09:07 2004] [error] [client 172.16.2.44] File does not exist: /home/rt3/share/html/favicon.ico [Fri Mar 19 04:23:44 2004] [crit]: Couldn't create a ticket (/home/rt3/lib/RT/Ticket_Overlay.pm:519) [Fri Mar 19 04:23:44 2004] [error]: WebRT: Ticket could not be created due to an internal error () (/home/rt3/share/html/Elements/Error:53) [Fri Mar 19 04:27:20 2004] [crit]: Couldn't create a ticket (/home/rt3/lib/RT/Ticket_Overlay.pm:519) [Fri Mar 19 04:27:21 2004] [error]: WebRT: Ticket could not be created due to an internal error () (/home/rt3/share/html/Elements/Error:53) Please! Any help any of you could offer. Im running RT 3.0.9 with a MySQL database on the backend. -Nick From pdh at bestpractical.com Fri Mar 19 00:53:02 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 19 Mar 2004 15:53:02 +1000 Subject: [rt-users] Cannot Create Ticket Error Again Please Help In-Reply-To: References: Message-ID: <20040319055302.GM745@bne.snapgear.com> Nick wrote: > [Sat Feb 14 05:28:04 2004] [error]: Couldn't create a ticket group of type > 'Requestor' for ticket 1473: Could not create group > (/home/rt/lib/RT/Ticket_Overlay.pm:1314) Sounds like the autoincrement field on the Principals or Groups table (or maybe another table) is corrupted. Compare the result of mysql> show table status from rt3 like 'Groups' with mysql> select max(id) from Groups to check. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From abigabaw at eahd.or.ug Fri Mar 19 01:56:20 2004 From: abigabaw at eahd.or.ug (Wilson Abigaba) Date: Fri, 19 Mar 2004 09:56:20 +0300 (EAT) Subject: [rt-users] Can't Locate Warnings: make testdeps problem Message-ID: <20040319093810.H89802@nemesis.eahd.or.ug> Hello fello rt Users, I've been using RT for now 6 months and have had 3 complete rt installations without any problems, but this seems exceptional to me. I've been trying to make another RT installtion on a new box (server) but when i 'make testdeps', i'm greeted by the following error! bash-2.05b# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --with-mysql Can't locate warnings.pm in @INC (@INC contains: /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at ./sbin/rt-test-dependencies line 32. BEGIN failed--compilation aborted at ./sbin/rt-test-dependencies line 32. *** Error code 2 Stop in /usr/home/wilson/modsrcs/rt-3-0-9. bash-2.05b# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --install --with-mysql Can't locate warnings.pm in @INC (@INC contains: /usr/local/lib/perl5/site_perl/5.005/i386-freebsd /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach /usr/libdata/perl/5.00503) at ./sbin/rt-test-dependencies line 32. BEGIN failed--compilation aborted at ./sbin/rt-test-dependencies line 32. *** Error code 2 Stop in /usr/home/wilson/modsrcs/rt-3-0-9. bash-2.05b# Please help me out if you've any ideas, Thanks I'm running FreeBSD 4.8-RELEASE #0 apache 1.3.29 modperl 1.99_12 (not yet installed with apache) MySQL 4.0.18 perl 5.005_03 (but i'll upgrade to perl 5.8.3 soon but make testdeps should say perl 5.8.3******MISSING: this is only version 5.005_03, version 5.8.3 is required) Please help me out, Thanks, Kind regards, Wilson From nickc at voyager.net Fri Mar 19 01:48:36 2004 From: nickc at voyager.net (Nick) Date: Fri, 19 Mar 2004 01:48:36 -0500 Subject: [rt-users] Cannot Create Ticket Error Again Please Help In-Reply-To: <20040319055302.GM745@bne.snapgear.com> Message-ID: On 3/19/04 12:53 AM, "Phil Homewood" wrote: > Nick wrote: >> [Sat Feb 14 05:28:04 2004] [error]: Couldn't create a ticket group of type >> 'Requestor' for ticket 1473: Could not create group >> (/home/rt/lib/RT/Ticket_Overlay.pm:1314) > > Sounds like the autoincrement field on the Principals or > Groups table (or maybe another table) is corrupted. > Compare the result of > > mysql> show table status from rt3 like 'Groups' > > with > > mysql> select max(id) from Groups > > to check. mysql> show table status from rt3 like 'Groups' Gives me an Auto_increment of 7009. mysql> select max(id) from Groups Gives me 7008. Same results when I check Principals. When I check tickets though, mysql> show table status from rt3 like 'Tickets' Auto Increment is 1598 mysql> select max(id) from Tickets Max(id) is 1594 I don?t know as much about SQL as I should lol but that doesn?t sound right. There an easy way to get things back on track? Any help would be greatly appreciated! -Nick From pdh at bestpractical.com Fri Mar 19 01:57:36 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 19 Mar 2004 16:57:36 +1000 Subject: [rt-users] Cannot Create Ticket Error Again Please Help In-Reply-To: References: <20040319055302.GM745@bne.snapgear.com> Message-ID: <20040319065736.GA35392@dorfl.internal.moreton.com.au> Nick wrote: > mysql> show table status from rt3 like 'Groups' > Gives me an Auto_increment of 7009. > mysql> select max(id) from Groups > Gives me 7008. Sounds good. > Same results when I check Principals. When I check tickets though, > mysql> show table status from rt3 like 'Tickets' > Auto Increment is 1598 > mysql> select max(id) from Tickets > Max(id) is 1594 That's not really a problem. Means some rows have been deleted, or have been partially inserted then rolled back. As long as your autoincrement is higher than max(id) you should be fine. Next step would be to check your database logs for signs of illness. Could be something as simple as a lack of disk space, or something as evil as database corruption, or possibly something else entirely. Good luck... From heli at tzv.fal.de Fri Mar 19 02:49:17 2004 From: heli at tzv.fal.de (Helmut Lichtenberg) Date: Fri, 19 Mar 2004 08:49:17 +0100 Subject: [rt-users] Mail setup and template localization In-Reply-To: <405848AC.3000806@acronis.ru> References: <20040317123629.GD25148@ots-1.tzv.local> <405848AC.3000806@acronis.ru> Message-ID: <20040319074917.GF30700@ots-1.tzv.local> On Wed, Mar 17, 2004 at 03:46:36PM +0300, Ruslan U. Zakirov wrote: > >after fiddeling around some days as an rt-newbie I would now ask for > >some help to increase my learning curve. > > > >I (currently) have mainly two questions: > > > >1. mail setup > > According to the docs (Draft, April 13, 2003; perldoc rt-mailgate): > > "Note that you don't have to run your RT server on your mail server, > > as the mail gateway will happily relay to a different machine." > > > > If I install rt on server A and the mail gateway for our LAN is > > server B, does this mean that I also have to install the program > > rt-mailgate (and the needed perl modules to make it happy) on > > mailserver B? Does it work standalone without the rt installation on > > B? > You have to move rt-mailgate script to server B. Server B must have perl > with Getopt::Long and LWP::UserAgent modules. > Also server B should have ability of connect to Server A via HTTP. Thanks, this brought me some steps forward. But now another problem occurs. When I send mail to some of the aliases on the mail server, I get the following error in the logs: Mar 19 08:22:11 dcs postfix/local[15079]: DD93523426D: to=, relay=local, delay=3, status=deferred (temporary failure. Command output: Connecting to http://service.tzv.local//REST/1.0/NoAuth/mail-gateway at /usr/local/sbin/rt-mailgate line 444, <> chunk 1. An Error Occurred ================= 401 Authorization Required This is /usr/local/sbin/rt-mailgate exiting because of an undefined server error at /usr/local/sbin/rt-mailgate line 492, <> chunk 1. ) And on the rt server side I get a log entry: 10.1.0.1 - - [19/Mar/2004:08:22:11 +0100] "POST //REST/1.0/NoAuth/mail-gateway HTTP/1.1" 401 483 "-" "libwww-perl/5.64" I found a thread about exactly this problem on rt-users (May 2003). It ended with this hint from Jesse: >On Fri, May 09, 2003 at 09:37:51AM -0500, Christian Gilmore wrote: >> On the second suggestion, allowing the gateway to pass >> unauthenticated, how does that fit with the documentation in the >> rt-mailgate POD? I am confused where/why/how the mailgate should >> authenticate to the web interface? It is a new concept for RT3, and >> I'm just not quite getting it yet. > > It doesn't and shouldn't. there's code in the mail gateway client to > support it. but it's not needed. What is needed is to have whatever http > auth system you use pass through requests for the NoAuth path the > mailgate client calls. Just tell apache not to require auth for that > path. Can somebody tell me, how this should look like (in httpd.conf I guess)? We also use external authentication via LDAP. TIA Helmut -- -------------------------------------------------------------------- Helmut Lichtenberg Tel. +49 (0)5034/871-128 Institut f?r Tierzucht 31535 Neustadt Germany -------------------------------------------------------------------- From heli at tzv.fal.de Fri Mar 19 04:47:36 2004 From: heli at tzv.fal.de (Helmut Lichtenberg) Date: Fri, 19 Mar 2004 10:47:36 +0100 Subject: [rt-users] Mail setup and template localization In-Reply-To: <20040319074917.GF30700@ots-1.tzv.local> References: <20040317123629.GD25148@ots-1.tzv.local> <405848AC.3000806@acronis.ru> <20040319074917.GF30700@ots-1.tzv.local> Message-ID: <20040319094735.GM30700@ots-1.tzv.local> On Fri, Mar 19, 2004 at 08:49:17AM +0100, Helmut Lichtenberg wrote: > > It doesn't and shouldn't. there's code in the mail gateway client to > > support it. but it's not needed. What is needed is to have whatever http > > auth system you use pass through requests for the NoAuth path the > > mailgate client calls. Just tell apache not to require auth for that > > path. > > Can somebody tell me, how this should look like (in httpd.conf I guess)? > We also use external authentication via LDAP. ok, I found it in a later post on rt-users: Satisfy Any Allow from all Would be nice, if this could be included into the docs. This would reduce lots of redundant questions (and answers) on the mailing list. Is wiki the appropriate place for this? Helmut -- -------------------------------------------------------------------- Helmut Lichtenberg Tel. +49 (0)5034/871-128 Institut f?r Tierzucht 31535 Neustadt Germany -------------------------------------------------------------------- From heli at tzv.fal.de Fri Mar 19 05:55:33 2004 From: heli at tzv.fal.de (Helmut Lichtenberg) Date: Fri, 19 Mar 2004 11:55:33 +0100 Subject: [rt-users] Mail setup and template localization In-Reply-To: <405848AC.3000806@acronis.ru> References: <20040317123629.GD25148@ots-1.tzv.local> <405848AC.3000806@acronis.ru> Message-ID: <20040319105533.GO30700@ots-1.tzv.local> On Wed, Mar 17, 2004 at 03:46:36PM +0300, Ruslan U. Zakirov wrote: > >2. localizing templates > > What is the most appropriate method to localize the templates? When I > > create a new ticket in my nicely localized rt-webinterface, I get the > > autoreply template in english. > > As we have a multilingual environment in our research institute I > > don't simply want to change this template via the web interface > > (Configure->Global->Templates) into another language. Every user > > should get his localized template according to his configured > > language. > For me it's dark topic right now. 3.0.{9,10} has work on it, but still > as I think it's not finished to be full featured, yet. I'm using rt-3.0.10pre2. Despite of 'not finished yet', is there already anything usable? Another localization topic: How are the names of queues (RT) and classes (RTFM) localizeable? Or does it make no sense as the contents of tickets and articles are fixed to one (common) language in a multilingual environment anyway? Helmut -- -------------------------------------------------------------------- Helmut Lichtenberg Tel. +49 (0)5034/871-128 Institut f?r Tierzucht 31535 Neustadt Germany -------------------------------------------------------------------- From diablo at iasi.roedu.net Fri Mar 19 07:40:48 2004 From: diablo at iasi.roedu.net (Subredu Manuel) Date: Fri, 19 Mar 2004 14:40:48 +0200 Subject: [rt-users] scrip questions Message-ID: <405AEA50.3010306@iasi.roedu.net> Hi, I have rt version 3.0.9 and nagios 1.x . I have the following scenario: nagios sends a mail to rt at domain with the subject "Problem: .*" . Using a custom scrip, the ticket it's given to a user, and the state of the ticket it's changed to opened. This I have already done with a custom scrip. after some time, the problem is solved, and nagios sends another mail with the subject "Recovery: .*" . Now, at this point I want to cancel the creation of a new ticket , search trough the tickets list (the tickets from the same queue), find the ticket opened earlier, add a comment to the found ticket (eg: resolved), and close that ticket. Did someone have any ideea how can I do this ? The main problem, it's how to cicle trough the tickets from the queue, and how to prevent the creation of a new ticket. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 256 bytes Desc: OpenPGP digital signature URL: From seph at directionless.org Fri Mar 19 08:47:02 2004 From: seph at directionless.org (seph) Date: Fri, 19 Mar 2004 08:47:02 -0500 Subject: [rt-users] Re: Corrupted PDFs In-Reply-To: (Adolfo Santiago's message of "Thu, 18 Mar 2004 11:32:15 -0500") References: Message-ID: > We are having the same issue with corrupted PDFs that others have reported > here recently. I went through the archives, the manual, Google, and the > Wiki pages and can't find any references to how this issue is actually > resolved. I don't believe you couldn't find how it was resolved. The recent corrupt attachment problems were all fixed by upgrading perl to it's latest version. Further, I note your mail doesn't include any version numbers. that makes debugging hard. seph From rt at chaka.net Fri Mar 19 08:25:15 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 08:25:15 -0500 Subject: [rt-users] scrip questions In-Reply-To: <405AEA50.3010306@iasi.roedu.net> References: <405AEA50.3010306@iasi.roedu.net> Message-ID: <20040319132515.GY4373@chaka.net> How can you match the Recovery ticket with the Problem ticket? Is there an ID in the subject or someting unique you can use? My system gets e-mail from a different (horrible, horrible) ticketing system. Where store the ID from the foreign system into a custom field. If a new ticket comes in and it has an ID in the subject that matches an existing ticket custom field, we merge the new ticket into the old one. -Todd On Fri, Mar 19, 2004 at 02:40:48PM +0200, Subredu Manuel wrote: > > Hi, > > I have rt version 3.0.9 and nagios 1.x . I have the following scenario: > > nagios sends a mail to rt at domain with the subject "Problem: .*" . > Using a custom scrip, the ticket it's given to a user, and the state of > the ticket it's changed to opened. This I have already done with a > custom scrip. > after some time, the problem is solved, and nagios sends another mail > with the subject "Recovery: .*" . Now, at this point I want to cancel > the creation of a new ticket , search trough the tickets list (the > tickets from the same queue), find the ticket opened earlier, add a > comment to the found ticket (eg: resolved), and close that ticket. > > Did someone have any ideea how can I do this ? The main problem, it's > how to cicle trough the tickets from the queue, and how to prevent the > creation of a new 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 From rt at chaka.net Fri Mar 19 08:26:30 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 08:26:30 -0500 Subject: [rt-users] How can I get RT to send HTML? Message-ID: <20040319132630.GZ4373@chaka.net> How can I get RT to send HTML from a template? We are thinking of sending simple HTML forms this way. I tried just putting html in the template. I even tried adding a Content-Type header, but the html just shows up as plain text. Thanks. -Todd From mherz at RigakuMSC.com Fri Mar 19 10:15:17 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Fri, 19 Mar 2004 09:15:17 -0600 Subject: [rt-users] Web Disply Error In-Reply-To: <200403151958.i2FJwcK0031562@mail.rigaku.com> Message-ID: <200403191514.i2JFERK0094156@mail.rigaku.com> I'm still trying to get some help on this. I've searched Google and the entire 4 year [RT-USERS] email archive and have found nothing. My apache config that Ruslan mentioned may have a problem is this : ------------------------------------------ ServerName www.myserver.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi FastCgiIpcDir /tmp/rt-fcgi FastCgiServer /usr/bin/mason_handler.fcgi -idle-timeout 3600 ScriptAlias / /usr/bin/mason_handler.fcgi/ CustomLog /var/log/httpd/rt_access_log combined ErrorLog /var/log/httpd/rt_error_log -------------------------------------- If anyone has any hints of info I would -greatly- appreciate it. I've been stuck here for almost a weeks now. Thank in advance. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael Herz Sent: Monday, March 15, 2004 1:59 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Web Disply Error Can you explain this? How do I need to change the apache config? -----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, March 15, 2004 9:11 AM To: Michael Herz Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Web Disply Error Apache don't parse Mason pages. Wrong apache config. Michael Herz wrote : >I ran rt-test-dependencies and they all say "Found". However, this is >what displays on my screen: >----------------------------------------------- %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you >under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->redirect("$RT::WebPath/Ticket/Display.html?id=$1"); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitWatcher( VALUE => $query, TYPE => 'Requestor', OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->redirect("$RT::WebPath/Search/Listing.html"); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->redirect("$RT::WebPath/Search/Listing.html"); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } --------------------------------------------------- _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From iqbala at qwestip.net Fri Mar 19 10:26:50 2004 From: iqbala at qwestip.net (Asif Iqbal) Date: Fri, 19 Mar 2004 10:26:50 -0500 Subject: [rt-users] MySQL Optimization Message-ID: <20040319152650.GA1838@qwestip.net> Hi Has anyone tried to optimize the mysql to improve the performance on RT 3.0.9 ? I am using RT 3.0.9 + mysql 4.0.17 + mod_perl1 on Solaris And this is what I wanted to try. However I am looking for an advice before attempting it mysqldump -f --opt {database_name} > /tmp/db.sql mysql {database_name} < /tmp/db.sql Thanks to Jesse for this awesome tool -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From jesse at bestpractical.com Fri Mar 19 10:39:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Mar 2004 10:39:05 -0500 Subject: [rt-users] Mail setup and template localization In-Reply-To: <20040319094735.GM30700@ots-1.tzv.local> References: <20040317123629.GD25148@ots-1.tzv.local> <405848AC.3000806@acronis.ru> <20040319074917.GF30700@ots-1.tzv.local> <20040319094735.GM30700@ots-1.tzv.local> Message-ID: <8E2D4ACC-79BB-11D8-B67F-000A95AA631E@bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mar 19, 2004, at 4:47 AM, Helmut Lichtenberg wrote: > On Fri, Mar 19, 2004 at 08:49:17AM +0100, Helmut Lichtenberg wrote: >>> It doesn't and shouldn't. there's code in the mail gateway client to >>> support it. but it's not needed. What is needed is to have whatever >>> http >>> auth system you use pass through requests for the NoAuth path the >>> mailgate client calls. Just tell apache not to require auth for that >>> path. >> >> Can somebody tell me, how this should look like (in httpd.conf I >> guess)? >> We also use external authentication via LDAP. > > ok, I found it in a later post on rt-users: > > > Satisfy Any > Allow from all > > > Would be nice, if this could be included into the docs. This would > reduce lots of redundant questions (and answers) on the mailing list. > Is wiki the appropriate place for this? Indeed it is. Thanks! -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (Darwin) iD8DBQFAWxQZQaM/s3DrrJARAqw/AKDJmX+Ds3On9ebWBtsYR36nXqTIjgCeK7LZ 8n9KyBHhL1AONff7/F7zBng= =coI9 -----END PGP SIGNATURE----- From patl at fusemail.com Fri Mar 19 10:43:15 2004 From: patl at fusemail.com (Patrick LeBoutillier) Date: Fri, 19 Mar 2004 10:43:15 -0500 Subject: [rt-users] Requestor Correspondance in double with $ParseNewMessageForTicketCcs Message-ID: <1079709489.30500.195.camel@pc087.unigiciel.com> Hi, I've activated $ParseNewMessageForTicketCcs and generally everything is working perfectly. There is however one case where individuals are getting correcpondance in double. Here is an example: Someone opens a ticket in RT by sending a mail: From: joe at domain.tld To: rt at domain.tld Cc: joes_boss at domain.tld joes_boss at domain.tld is added as a Watcher by RT. Ok so far. Now suppose joe at domain.tld replies to a mail sent by RT and adds joes_boss at domain.tld as a Cc: in the mail. Then joes_boss at domain.tld gets a copy of the mail directly from joe at domain.tld and another copy of the mail from RT. It seems many users do not "trust" RT to notify the CCs and insist on adding them again in every correspondance. Is there any way to prevent this? From rt at chaka.net Fri Mar 19 10:10:53 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 10:10:53 -0500 Subject: [rt-users] Can't Locate Warnings: make testdeps problem In-Reply-To: <20040319093810.H89802@nemesis.eahd.or.ug> References: <20040319093810.H89802@nemesis.eahd.or.ug> Message-ID: <20040319151053.GC4373@chaka.net> Maybe warnings.pm is not available in your ancient version of perl. On Fri, Mar 19, 2004 at 09:56:20AM +0300, Wilson Abigaba wrote: > Hello fello rt Users, > > I've been using RT for now 6 months and have had 3 complete rt > installations without any problems, but this seems exceptional to me. > > I've been trying to make another RT installtion on a new box (server) but > when i 'make testdeps', i'm greeted by the following error! > > > bash-2.05b# make testdeps > /usr/bin/perl ./sbin/rt-test-dependencies --with-mysql > Can't locate warnings.pm in @INC (@INC contains: > /usr/local/lib/perl5/site_perl/5.005/i386-freebsd > /usr/local/lib/perl5/site_perl/5.005 . /usr/libdata/perl/5.00503/mach > /usr/libdata/perl/5.00503) at ./sbin/rt-test-dependencies line 32. > BEGIN failed--compilation aborted at ./sbin/rt-test-dependencies line 32. > *** Error code 2 > From Parimala.Ramdas at Zoran.com Fri Mar 19 11:11:06 2004 From: Parimala.Ramdas at Zoran.com (Parimala Ramdas) Date: Fri, 19 Mar 2004 11:11:06 -0500 Subject: [rt-users] NIS authentication Message-ID: Hi, I have made the following changes as stated in various posts for NIS to work. RT_SiteConfig.pm Set($WebExternalAuth, 1); Set($WebExternalAuto, 1); RT_Config.pm Set($WebFallbackToInternalAuth, undef); httpd.conf AuthName "RT Access" AuthType Basic PerlAuthenHandler Apache::AuthenNIS Require valid-user SetHandler perl-script PerlHandler RT::Mason Satisfy Any Allow from all Users from NIS are logged into RT. But if there is no such user, it doesn't fall back to RT login page. And after log in this user cannot even change preferences. It says permission denied. I assume that users are created without any privileges. How can I fix this? And how does an admin log on to manage RT as $WebFallbackToInternalAuth is failing? I'm using RT ver 2.1.88. Thanks in advance. Parimala -------------- next part -------------- An HTML attachment was scrubbed... URL: From bdp at bdpnetworks.com Fri Mar 19 12:07:48 2004 From: bdp at bdpnetworks.com (Brian Place) Date: Fri, 19 Mar 2004 09:07:48 -0800 Subject: [rt-users] newbie question Message-ID: Hi everyone - I just started using RT this week and am in awe of it... we have a small consulting shop and I think it's going to completely change how we do business. In any case, I have a really dumb question that probably gets asked all of the time... but I didn't see anything in the FAQ about it: is FastCGI or mod_perl faster? This is a new SuSE Standard Server v8 w/ Apache 1.3.26. I am not an expert in CGI or Perl, but it was my understanding that mod_perl was some sort of complete Perl interpreter plugged directly into Apache, and FastCGI would have to spawn an external Perl process.. so mod_perl would be faster. The system is pretty comprehensive, but it is SLOW even on a dual-proc PII-450MHz motherboard (Intel) w/ 1GB of RAM - and I suspect that's just the way it is... so I'll probably go get something faster soon. (Really, it takes around 6 seconds to display "show all new and open tickets" when there are only 20 or so tickets in the list) I'm just a user... Please be kind. Thanks! ;) (also - is there a way to get the digest version of this list to just send me one message per day? anyone?) From m-liebman at northwestern.edu Fri Mar 19 12:10:53 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 19 Mar 2004 12:10:53 -0500 Subject: [rt-users] Web Disply Error In-Reply-To: <200403191514.i2JFERK0094156@mail.rigaku.com> References: <200403151958.i2FJwcK0031562@mail.rigaku.com> <200403191514.i2JFERK0094156@mail.rigaku.com> Message-ID: <20040319171053.GA13101@SDF.LONESTAR.ORG> On Fri, Mar 19, 2004 at 09:15:17AM -0600, Michael Herz wrote: > What version of mod_fastcgi are you using? If you are using 2.4.2, some of this block may need to be moved outside the block. You may want to add Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images outside the but inside the to speed serving of images. > If anyone has any hints of info I would -greatly- appreciate it. That looks essentially equivalent to my FastCGI configuration. 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 bdp at bdpnetworks.com Fri Mar 19 12:14:12 2004 From: bdp at bdpnetworks.com (Brian Place) Date: Fri, 19 Mar 2004 09:14:12 -0800 Subject: [rt-users] large attachments? (yes, another dumb question) Message-ID: MySQL seems to be complaining whenever I try to attach large files to a message - Apache/RT seem fine though... is there a directive somewhere I need to change? (again, I'm just a user, be nice ;) From m-liebman at northwestern.edu Fri Mar 19 12:15:17 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 19 Mar 2004 12:15:17 -0500 Subject: [rt-users] MySQL Optimization In-Reply-To: <20040319152650.GA1838@qwestip.net> References: <20040319152650.GA1838@qwestip.net> Message-ID: <20040319171517.GB13101@SDF.LONESTAR.ORG> On Fri, Mar 19, 2004 at 10:26:50AM -0500, Asif Iqbal wrote: > Has anyone tried to optimize the mysql to improve the performance on RT > 3.0.9 ? Make sure you are using the appropriate memory settings from the my-(small|medium|large|huge).cnf sample files. > mysqldump -f --opt {database_name} > /tmp/db.sql > mysql {database_name} < /tmp/db.sql All that will do is give you a faster dump/load of your database. It doesn't optimize the database just the dump/load process. 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 mherz at RigakuMSC.com Fri Mar 19 12:27:28 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Fri, 19 Mar 2004 11:27:28 -0600 Subject: [rt-users] Web Disply Error In-Reply-To: <20040319171053.GA13101@SDF.LONESTAR.ORG> Message-ID: <200403191726.i2JHQcK0097217@mail.rigaku.com> I'm using 2.4.0 of mod_fastcgi. All of my modules I downloaded by hand to make sure it was the most updated. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Michael S. Liebman Sent: Friday, March 19, 2004 11:11 AM To: Michael Herz Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Web Disply Error On Fri, Mar 19, 2004 at 09:15:17AM -0600, Michael Herz wrote: > What version of mod_fastcgi are you using? If you are using 2.4.2, some of this block may need to be moved outside the block. You may want to add Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images outside the but inside the to speed serving of images. > If anyone has any hints of info I would -greatly- appreciate it. That looks essentially equivalent to my FastCGI configuration. 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 edk at grandvirtual.com Fri Mar 19 12:35:38 2004 From: edk at grandvirtual.com (Ed Kershenbaum) Date: Fri, 19 Mar 2004 12:35:38 -0500 Subject: [rt-users] Mail setup and template localization Message-ID: <7C2AE1DF94B0D1438F2EBF482230488601D7DB02@user146.grandvirtual.com> -----Original Message----- From: Helmut Lichtenberg [mailto:heli at tzv.fal.de] Sent: Friday, March 19, 2004 5:56 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mail setup and template localization >Another localization topic: >How are the names of queues (RT) and classes (RTFM) localizeable? Or >does it make no sense as the contents of tickets and articles are fixed >to one (common) language in a multilingual environment anyway? We've set up RT for multiple languages, one queue per language. Custom fields are used to sort the tickets in each queue. For each language we've set up a corresponding RTFM class for stock/templated answers. We have tens and in some cases hundreds per language. I've built a pop-up window enable searching or browsing stock answers. It is heavily customized (e.g. custom fields, message formats, etc.) to our environment though, and uses a lot of Javascript - not sure if it would be applicable to the core RT code base. Ed From mailbag at anothernet.com Fri Mar 19 13:08:42 2004 From: mailbag at anothernet.com (Adolfo Santiago) Date: Fri, 19 Mar 2004 13:08:42 -0500 Subject: [rt-users] RE: Corrupted PDFs In-Reply-To: Message-ID: Well, I *DID* do a search and read the pages and I did it precisely so I wouldn't be accused of not researching before posting. The missing version numbers was an omission on my part. I need to get in the habit of making them part of my inquiries. Finally, I appreciate you indicating a Perl upgrade is the fix. However, what I've read tells me this fixes a problem with ALL attachments getting corrupted. Our problem is with PDF documents only. For example, we get JPGs in just fine. The versions... RT 3.0.8 MySQL 3.23.58 Perl 5.8.0 Thanks. Chago > -----Original Message----- > From: seph [mailto:seph at directionless.org] > Sent: Friday, March 19, 2004 8:47 AM > To: Adolfo Santiago > Cc: rt-users at lists.bestpractical.com > Subject: Re: Corrupted PDFs > > > > We are having the same issue with corrupted PDFs that others > have reported > > here recently. I went through the archives, the manual, Google, and the > > Wiki pages and can't find any references to how this issue is actually > > resolved. > > I don't believe you couldn't find how it was resolved. The recent > corrupt attachment problems were all fixed by upgrading perl to it's > latest version. Further, I note your mail doesn't include any version > numbers. that makes debugging hard. > > seph > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > From diablo at iasi.roedu.net Fri Mar 19 13:19:28 2004 From: diablo at iasi.roedu.net (Subredu Manuel) Date: Fri, 19 Mar 2004 20:19:28 +0200 Subject: [rt-users] scrip questions In-Reply-To: <20040319132515.GY4373@chaka.net> References: <405AEA50.3010306@iasi.roedu.net> <20040319132515.GY4373@chaka.net> Message-ID: <405B39B0.6030404@iasi.roedu.net> Todd Chapman wrote: > How can you match the Recovery ticket with the Problem > ticket? Is there an ID in the subject or someting unique > you can use? > yes. the subject of the mail gives me the informations I need to match tickets. > My system gets e-mail from a different (horrible, horrible) > ticketing system. Where store the ID from the foreign system > into a custom field. If a new ticket comes in and it has > an ID in the subject that matches an existing ticket custom > field, we merge the new ticket into the old one. Can you give some hints about this ? If you can provide the scrip it's awsome :D > > -Todd > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 256 bytes Desc: OpenPGP digital signature URL: From rt at chaka.net Fri Mar 19 12:31:37 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 12:31:37 -0500 Subject: [rt-users] RE: Corrupted PDFs In-Reply-To: References: Message-ID: <20040319173137.GH4373@chaka.net> Maybe your PDFs have the characters in them that trigger the Perl bug and your jpegs do not... On Fri, Mar 19, 2004 at 01:08:42PM -0500, Adolfo Santiago wrote: > Well, I *DID* do a search and read the pages and I did it precisely so I > wouldn't be accused of not researching before posting. > > The missing version numbers was an omission on my part. I need to get in > the habit of making them part of my inquiries. > > Finally, I appreciate you indicating a Perl upgrade is the fix. However, > what I've read tells me this fixes a problem with ALL attachments getting > corrupted. Our problem is with PDF documents only. For example, we get > JPGs in just fine. > > The versions... > > RT 3.0.8 > MySQL 3.23.58 > Perl 5.8.0 > > Thanks. > > Chago > > > > -----Original Message----- > > From: seph [mailto:seph at directionless.org] > > Sent: Friday, March 19, 2004 8:47 AM > > To: Adolfo Santiago > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: Corrupted PDFs > > > > > > > We are having the same issue with corrupted PDFs that others > > have reported > > > here recently. I went through the archives, the manual, Google, and the > > > Wiki pages and can't find any references to how this issue is actually > > > resolved. > > > > I don't believe you couldn't find how it was resolved. The recent > > corrupt attachment problems were all fixed by upgrading perl to it's > > latest version. Further, I note your mail doesn't include any version > > numbers. that makes debugging hard. > > > > seph > > > > ** CRM114 Whitelisted by: lists.bestpractical.com ** > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Fri Mar 19 12:48:48 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 12:48:48 -0500 Subject: [rt-users] large attachments? (yes, another dumb question) In-Reply-To: References: Message-ID: <20040319174848.GI4373@chaka.net> Try this google search: site:lists.fsck.com large attachments (inurl:2003 OR inurl:2004) On Fri, Mar 19, 2004 at 09:14:12AM -0800, Brian Place wrote: > MySQL seems to be complaining whenever I try to attach large files to a > message - Apache/RT seem fine though... is there a directive somewhere > I need to change? > > (again, I'm just a user, be nice ;) > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Fri Mar 19 12:50:28 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 12:50:28 -0500 Subject: [rt-users] newbie question In-Reply-To: References: Message-ID: <20040319175028.GJ4373@chaka.net> The end of your second question can be found by following the link at the bottom of _every_ e-mail from this list. http://lists.bestpractical.com/mailman/listinfo/rt-users On Fri, Mar 19, 2004 at 09:07:48AM -0800, Brian Place wrote: > Hi everyone - I just started using RT this week and am in awe of it... > we have a small consulting shop and I think it's going to completely > change how we do business. > > In any case, I have a really dumb question that probably gets asked all > of the time... but I didn't see anything in the FAQ about it: is > FastCGI or mod_perl faster? This is a new SuSE Standard Server v8 w/ > Apache 1.3.26. I am not an expert in CGI or Perl, but it was my > understanding that mod_perl was some sort of complete Perl interpreter > plugged directly into Apache, and FastCGI would have to spawn an > external Perl process.. so mod_perl would be faster. > > The system is pretty comprehensive, but it is SLOW even on a dual-proc > PII-450MHz motherboard (Intel) w/ 1GB of RAM - and I suspect that's > just the way it is... so I'll probably go get something faster soon. > (Really, it takes around 6 seconds to display "show all new and open > tickets" when there are only 20 or so tickets in the list) > > I'm just a user... Please be kind. Thanks! ;) > > (also - is there a way to get the digest version of this list to just > send me one message per day? anyone?) > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 peden at americanphysicians.net Fri Mar 19 13:46:23 2004 From: peden at americanphysicians.net (Paul D. Eden) Date: Fri, 19 Mar 2004 11:46:23 -0700 Subject: [rt-users] large attachments? (yes, another dumb question) In-Reply-To: <20040319174848.GI4373@chaka.net> References: <20040319174848.GI4373@chaka.net> Message-ID: <1079721982.3236.5.camel@localhost.localdomain> Thanks for the tip. That will be very useful for all my rt questions. Paul Eden On Fri, 2004-03-19 at 10:48, Todd Chapman wrote: > Try this google search: > > site:lists.fsck.com large attachments (inurl:2003 OR inurl:2004) From rt at chaka.net Fri Mar 19 13:03:25 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 13:03:25 -0500 Subject: [rt-users] scrip questions In-Reply-To: <405B39B0.6030404@iasi.roedu.net> References: <405AEA50.3010306@iasi.roedu.net> <20040319132515.GY4373@chaka.net> <405B39B0.6030404@iasi.roedu.net> Message-ID: <20040319180325.GK4373@chaka.net> Here is my scrip. You might also want to add a call to SetStatus at the end: $self->TicketObj->SetStatus('resolved') Description: Merge Into Existing Ticket on match Condition: OnCreate Action: User Defined Custom action preparation code: 1; Custom action cleanup code: ======================================= # If the subject of the ticket matches a pattern suggesting # that an OA request number is in the subject AND there is # an existing ticket is the OAReq queue with a matching # OAReqNum custom field, (that is not this ticket) # merge this ticket into that ticket my $oa = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); #if ($subject =~ /(Pending|Approved|Fulfilled)\s*\#\s*(\d\d\d\d\d\d?)/) { if ($subject =~ /\D*(\d\d\d\d\d\d?)\D*/) { $oa = $1; #$RT::Logger->debug("Found oa: $oa"); } else { return 1; } my $TicketsObj = RT::Tickets->new($RT::SystemUser); $TicketsObj->LimitQueue(VALUE => 'Test'); $TicketsObj->LimitCustomField(CUSTOMFIELD => 'OAReqNum', OPERATOR => '=', VALUE => $oa); if ($TicketsObj->Count == 0) { return 1; } my $id = undef; while (my $ticket = $TicketsObj->Next) { next if $self->TicketObj->Id == $ticket->Id; $id = $ticket->Id; last; } $id || return 1; $RT::Logger->debug("Merging ticket " . $self->TicketObj->Id . " into $id because of OA number match."); $self->TicketObj->MergeInto($id); 1; ======================================= Stage: TransactionCreate Template: Global template: Blank On Fri, Mar 19, 2004 at 08:19:28PM +0200, Subredu Manuel wrote: > > > Todd Chapman wrote: > >How can you match the Recovery ticket with the Problem > >ticket? Is there an ID in the subject or someting unique > >you can use? > > > > yes. the subject of the mail gives me the informations I need to match > tickets. > > >My system gets e-mail from a different (horrible, horrible) > >ticketing system. Where store the ID from the foreign system > >into a custom field. If a new ticket comes in and it has > >an ID in the subject that matches an existing ticket custom > >field, we merge the new ticket into the old one. > > Can you give some hints about this ? If you can provide the scrip it's > awsome :D > > > > >-Todd > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From sturner at MIT.EDU Fri Mar 19 14:11:23 2004 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 19 Mar 2004 14:11:23 -0500 Subject: [rt-users] RTFM Question Message-ID: <5.2.1.1.2.20040319140840.022a0740@po14.mit.edu> Hello, Can someone tell me if this is true or false? In RTFM, the file $RT/share/html/RTFM/Article/Create.html is no longer used - articles are now created and modified through the Edit.html page. Thanks, Steve From jesse at bestpractical.com Fri Mar 19 14:57:35 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 19 Mar 2004 14:57:35 -0500 Subject: [rt-users] RTFM Question In-Reply-To: <5.2.1.1.2.20040319140840.022a0740@po14.mit.edu> References: <5.2.1.1.2.20040319140840.022a0740@po14.mit.edu> Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Mar 19, 2004, at 2:11 PM, Stephen Turner wrote: > Hello, > > Can someone tell me if this is true or false? > > In RTFM, the file $RT/share/html/RTFM/Article/Create.html is no longer > used - articles are now created and modified through the Edit.html > page. I believe that to be true. Or, if not true, at least _supposed to be_ true. Best, Jesse > Thanks, > Steve > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (Darwin) iD8DBQFAW1CxQaM/s3DrrJARAlY+AKDBz/jh0OGwI46WFJRQGitfKhsWrgCdF+RM eZwssqfOAnSwjz7y+bgACQk= =PXXz -----END PGP SIGNATURE----- From seph at directionless.org Fri Mar 19 16:27:31 2004 From: seph at directionless.org (seph) Date: Fri, 19 Mar 2004 16:27:31 -0500 Subject: [rt-users] Re: large attachments? (yes, another dumb question) In-Reply-To: (Brian Place's message of "Fri, 19 Mar 2004 09:14:12 -0800") References: Message-ID: > MySQL seems to be complaining whenever I try to attach large files to > a message - Apache/RT seem fine though... is there a directive > somewhere I need to change? the mysql configs has a max packet size. I know it's in various docs, I'm not sure it's in the install guide. seph From dmd at speakeasy.org Fri Mar 19 16:42:14 2004 From: dmd at speakeasy.org (David M Dennis) Date: Fri, 19 Mar 2004 13:42:14 -0800 (PST) Subject: [rt-users] RT3: Can global templates be called from local scrips ? Message-ID: Help me out debugging something, I need to know if a scrip that is for one queue can call global templates. OnComment NotifyAdminCcsAsComment with Global template AdminComment Is that grammar allowed? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From rt at chaka.net Fri Mar 19 16:05:35 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 19 Mar 2004 16:05:35 -0500 Subject: [rt-users] RT3: Can global templates be called from local scrips ? In-Reply-To: References: Message-ID: <20040319210535.GM4373@chaka.net> Yes! On Fri, Mar 19, 2004 at 01:42:14PM -0800, David M Dennis wrote: > Help me out debugging something, I need to know if a > scrip that is for one queue can call global templates. > > OnComment NotifyAdminCcsAsComment with Global template AdminComment > > Is that grammar allowed? > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Rcoleman at interpublic.com Fri Mar 19 17:29:13 2004 From: Rcoleman at interpublic.com (Coleman, Rebecca) Date: Fri, 19 Mar 2004 17:29:13 -0500 Subject: [rt-users] cc addresses not showing up in emails Message-ID: <51D4DF85EA72D511AF1900B0D0AB897603467E13@nt25.interpublic.com> is there a reason when reply to a ticket and fill in the cc address, the requestor doesn't see the cc'd address? it's not bcc, just cc. and how can i change this so that the cc address shows up? that could be the cc address i fill in on the reply form or the cc address that i've added as a watcher. thanks! This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmd at speakeasy.org Fri Mar 19 20:25:12 2004 From: dmd at speakeasy.org (David M Dennis) Date: Fri, 19 Mar 2004 17:25:12 -0800 (PST) Subject: [rt-users] RT3: Help with sending comments Message-ID: Anyone spot whats going wrong here. I have a queue that can receive mail and open a ticket, and autorespond to the requestor with global template Autorespond Same queue when ticket is resolved will reply to requestor with global template resolved. But when I try and correspond in this queue there is no mail being sent. Confirmed by checking /var/log/qmail logs, no mail sent when Corresponding. I have scrip for this queue; On Correspond Notify Requestors with Global template Correspondence ..and my global template Correspondence is Subject: Correspondence: {$Ticket->Subject} From: RT Queue Reply-To: RT Queue RT-Attach-Message: yes {$Transaction->Content()} --- But I get no mail sent. This is on a server that can / does sent mail on receiving a ticket, or on creating a ticket locally, or on resolving a ticket. But not on Corresponding. I'm baffled, anyone spot what must be the obvious problem I'm doing wrong? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From jeanphilippe.proux at free.fr Sat Mar 20 01:09:39 2004 From: jeanphilippe.proux at free.fr (jean-philippe Proux) Date: Sat, 20 Mar 2004 07:09:39 +0100 Subject: [rt-users] (no subject) Message-ID: <1079762979.405be0236f10b@imp3-q.free.fr> Hi, I'm trying to display a full ticket (header, body and history) in command line with rt I'm able to view only a small part of specific ticket. For instance : /opt/rt3/bin/rt show ticket/29 id: ticket/29 Queue: support-telecom-reseau Owner: dalglave Creator: prosier Subject: Verification et/ou ouverture de port - URGENT - Status: open Priority: 40 InitialPriority: 40 FinalPriority: 99 Requestors: patrick.rosier at xxx.fr Cc: AdminCc: Created: Fri Feb 06 10:59:36 2004 Starts: Not set Started: Not set Due: Mon Feb 09 10:59:36 2004 Resolved: Not set Told: Fri Feb 06 16:28:14 2004 TimeEstimated: 0 TimeWorked: 0 TimeLeft: 0 using -f option : /opt/rt3/bin/rt show ticket/29 -f id,subject,status,history id: ticket/29 Subject: Verification et/ou ouverture de port - URGENT - Status: open : With my browser on web view, I see 2 pages of history I guess that history is managed like attachment, but /opt/rt3/bin/rt show ticket/29 -f id,subject,status,attachment do not return any history So did someone success to display history in command line ? Thanks a lot. From pmessri at earthlink.net Sat Mar 20 01:20:45 2004 From: pmessri at earthlink.net (Pedram Messri) Date: Fri, 19 Mar 2004 22:20:45 -0800 Subject: [rt-users] Ticket Filtering Message-ID: <002701c40e43$7a9cf180$0201a8c0@devel> Hi everyone, I would like to know if it is possible to filter through a messages subject, body, From: address, and based on those have rules setup to send to different queues. I'm not sure even if you can have two queues with the same email address attached to them. If you can't do that in any possible way, is there like some way you can setup a section, or one user gets assigned to that exact ticket based on those rules. Please read below for a best example scenario I could think of. -One email account manages ebay, paypal, and ebay questions, plus site questions. -That email account is support at domain.com (for example) -If it is a payment from paypal, that needs to be shipped (either make it go to another queue or something we can think of) -If it is a email from Ebay regarding items being listed, etc. (do appropriate action) -If it any other generic email go straight to generic support queue, for people to send out messages. If anyone has ideas on how to do this the best way, please let me know. So far I have a qmail filtering script called 'checksubj' 'checkattach' that I found online that gets rid of Returned email's, I would like to have that put into an appropriate section also. Thanks, Pedram Messri pmessri at earthlink.net From jesse at bestpractical.com Sat Mar 20 01:36:32 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 20 Mar 2004 01:36:32 -0500 Subject: [rt-users] (no subject) In-Reply-To: <1079762979.405be0236f10b@imp3-q.free.fr> References: <1079762979.405be0236f10b@imp3-q.free.fr> Message-ID: On Mar 20, 2004, at 1:09 AM, jean-philippe Proux wrote: > > > Hi, > I'm trying to display a full ticket (header, body and history) in > command line with rt > > I'm able to view only a small part of specific ticket. > For instance : > /opt/rt3/bin/rt show ticket/29 > /opt/rt3/bin/show -l ticket/29/history From disney at ece.utk.edu Sat Mar 20 14:09:05 2004 From: disney at ece.utk.edu (Matt Disney) Date: Sat, 20 Mar 2004 14:09:05 -0500 Subject: [rt-users] Ticket Filtering In-Reply-To: <002701c40e43$7a9cf180$0201a8c0@devel> References: <002701c40e43$7a9cf180$0201a8c0@devel> Message-ID: <405C96D1.9070800@ece.utk.edu> Pedram Messri wrote: > Hi everyone, > > I would like to know if it is possible to filter through a messages > subject, body, From: address, and based on those have rules setup to > send to different queues. I'm not sure even if you can have two queues > with the same email address attached to them. If you can't do that in > any possible way, is there like some way you can setup a section, or one > user gets assigned to that exact ticket based on those rules. Please > read below for a best example scenario I could think of. Have you considered procmail? Others may have better ideas, but insofar as I understand your situation that's probably what I would use. You can have procmail handle your local delivery. It sits between your SMTP server and RT. You can specify recipes in procmail to deliver mail to certain email addresses or piped processes based on patterns in messages, such as specific header values or body content. So, if you're able to break these things up by different queues, this kind of scheme should work well. Matt From mag at caravan.ru Sun Mar 21 08:11:49 2004 From: mag at caravan.ru (Alexey Misurenko) Date: Sun, 21 Mar 2004 16:11:49 +0300 Subject: [rt-users] rt-3-0-9 Message-ID: <405D9495.4020909@caravan.ru> Hello! I am try to instal rt3.0.9 and use Oracle as database. But installation process is stop with next. Can somebody say me that i can make wrong? ==== rt3# make initialize-database /usr/bin/perl //usr/local/rt/sbin/rt-setup-database --action init --dba rt --prompt-for-dba-password In order to create a new database and grant RT access to that database, this script needs to connect to your Oracle instance on develop as rt. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. ...skipped as rt is not rt or we're working with Oracle. Now populating database schema. Creating database schema. schema sucessfully inserted Now inserting database ACLs Now inserting RT core system objects Checking for existing system user (RT::CurrentUser=HASH(0x8b3a328))...not found. This appears to be a new installation. Creating system user...Could not create user *** Error code 1 Stop in /usr/local/src/RT3/rt-3-0-9. ==== -- WBR, Alexey G Misurenko ( MAG-RIPE | MMAGG-RIPN ) CTO of Caravan ISP http://www.caravan.ru Phone: +7 095 3632252 Cell: +7 903 7450163 From rt at chaka.net Sun Mar 21 10:13:40 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 21 Mar 2004 10:13:40 -0500 Subject: [rt-users] RT3: Help with sending comments In-Reply-To: References: Message-ID: <20040321151340.GN4373@chaka.net> Is the person who would get the e-mail the person who is generating the comment. If so, search for "actor" in your RT config file. -Todd On Fri, Mar 19, 2004 at 05:25:12PM -0800, David M Dennis wrote: > Anyone spot whats going wrong here. > > I have a queue that can receive mail and open a ticket, and autorespond to the > requestor with global template Autorespond > > Same queue when ticket is resolved will reply to requestor with global template > resolved. > > But when I try and correspond in this queue there is no mail being sent. > Confirmed by checking /var/log/qmail logs, no mail sent when Corresponding. > > I have scrip for this queue; > > On Correspond Notify Requestors with Global template Correspondence > > ..and my global template Correspondence is > > Subject: Correspondence: {$Ticket->Subject} > From: RT Queue > Reply-To: RT Queue > > RT-Attach-Message: yes > > {$Transaction->Content()} > > > > --- > > But I get no mail sent. This is on a server that can / does sent mail on > receiving a ticket, or on creating a ticket locally, or on resolving a ticket. > > But not on Corresponding. > > I'm baffled, anyone spot what must be the obvious problem I'm doing wrong? > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From fr at wificom.com Mon Mar 22 04:04:51 2004 From: fr at wificom.com (Fabian Ritzmann) Date: Mon, 22 Mar 2004 11:04:51 +0200 Subject: [rt-users] Re: NIS authentication In-Reply-To: References: Message-ID: <20040322110451.00437c44.fr@wificom.com> Parimala Ramdas wrote: > Users from NIS are logged into RT. But if there is no such user, it > doesn't fall back to RT login page. And after log in this user cannot > even change preferences. It says permission denied. I assume that users > are created without any privileges. How can I fix this? And how does an > admin log on to manage RT as $WebFallbackToInternalAuth is failing? I'm > using RT ver 2.1.88. This is what I did for RT 3.0.8, you might be able to reuse that, I guess the code hasn't changed that much over 2.1. It requires the attached patch to html/autohandler. It doesn't use external authentication, instead the autohandler itself tries NIS authentication first and if that fails, it falls back to the database. Fabian -------------- next part -------------- A non-text attachment was scrubbed... Name: autohandler.diff Type: application/octet-stream Size: 2434 bytes Desc: not available URL: From sw at internetx.de Mon Mar 22 06:40:24 2004 From: sw at internetx.de (Sebastian Wiesinger) Date: Mon, 22 Mar 2004 12:40:24 +0100 Subject: [rt-users] Slow mySQL Queries Message-ID: <20040322114024.GA25600@lain.intern.internetx.de> Hi! We're using rt 3.0.9 on mysql 4.0.18, and our users suffer from poor performance of the mysql queries: #v+ # Query_time: 24 Lock_time: 0 Rows_sent: 19 Rows_examined: 134843 SELECT DISTINCT main.* FROM Groups main, Principals Principals_1, ACL ACL_2 WHERE ((ACL_2.RightName = 'OwnTicket')OR(ACL_2.RightName = 'Sup erUser')) AND ( ( ACL_2.PrincipalId = Principals_1.id AND ACL_2.PrincipalType = 'Group' AND ( main.Domain = 'SystemInternal' OR main.Domain = 'UserDefined' OR main.Domain = 'ACLEquivalence') AND main.id = Principals_1.id) OR ( ( (main.Domain = 'RT::Queue-Role' AND main.Instance = 10) OR ( main.Domain = 'RT::Ticket-Role' AND main.Instance = 35476) ) AND main.Type = ACL_2.PrincipalType AND main.id = Principals_1.id) ) AND (ACL_2.ObjectType = 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 10) ) ORDER BY main.Name ASC; #v- The database is running on a Intel(R) Pentium(R) 4 CPU 2.66GHz System with 1GB Ram and myisam tables. Is there any way to optimise this queries or get some new indices in it? The query above always happens when you answer a ticket, so you have to wait 15-30 sec before the answer form appears. (Webserver is a different machine with apache 1.3 and fcgi.) Sebastian From hwagener at hamburg.fcb.com Mon Mar 22 06:49:59 2004 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Mon, 22 Mar 2004 12:49:59 +0100 Subject: [rt-users] Slow mySQL Queries In-Reply-To: <20040322114024.GA25600@lain.intern.internetx.de> References: <20040322114024.GA25600@lain.intern.internetx.de> Message-ID: <0BF7CE9B-7BF7-11D8-956A-003065DC18B8@hamburg.fcb.com> Am 22.03.2004 um 12:40 schrieb Sebastian Wiesinger: > Hi! > > We're using rt 3.0.9 on mysql 4.0.18, and our users suffer from poor > performance of the mysql queries: [snip] > The database is running on a Intel(R) Pentium(R) 4 CPU 2.66GHz System > with 1GB > Ram and myisam tables. ^^^^^^^^^^^^^ You will most likely get better performance if You change that to innodb tables and tune MySQL according to http://www.innodb.com/ibman.html Regards, Harald From wmorgenstern at coopoptical.com Mon Mar 22 08:42:15 2004 From: wmorgenstern at coopoptical.com (Werner Morgenstern) Date: Mon, 22 Mar 2004 08:42:15 -0500 Subject: [rt-users] Auto Assign and Email to Watchers for new ticket In-Reply-To: <20040321170009.2FFE3113CB@pallas.eruditorum.org> Message-ID: I am trying to setup RT 3.0.9. I am not sure if it is possible. I am trying to setup the owner of a new ticket, which comes in via email. What I am trying to achieve is, if somebody sents an email to the RT Email (e.g. rt-general at domain.com), that the System will create the ticket through the mailgate (this part works), and then an email is sent to the Watchers of the Queue, to tell them that a new ticket (problem) came in. This way we do not have to login into the system every 10-30 minutes to see if a new problem came in. By default, the requestor of the ticket gets an email, I also want the email to be sent to the watchers. And then I saw it was possible in RT 2, the AutoAssign. When a new ticket comes in via email, the system runs a Scrip to set the owner of the ticket to the main Watcher of the Queue. Is this possible? Werner Morgenstern Co/op Optical Vision Designs Detroit, Michigan The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of rt-users-request at lists.bestpractical.com Sent: Sunday, March 21, 2004 12:00 PM To: rt-users at lists.bestpractical.com Subject: rt-users Digest, Vol 5, Issue 75 Send rt-users mailing list submissions to rt-users at lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-request at lists.bestpractical.com You can reach the person managing the list at rt-users-owner at lists.bestpractical.com When replying, please edit your Subject line so it is more specific than "Re: Contents of rt-users digest..." From seph at directionless.org Mon Mar 22 08:55:58 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 08:55:58 -0500 Subject: [rt-users] Re: NIS authentication In-Reply-To: (Parimala Ramdas's message of "Fri, 19 Mar 2004 11:11:06 -0500") References: Message-ID: > Users from NIS are logged into RT. But if there is no such user, it > doesn't fall back to RT login page. And after log in this user cannot > even change preferences. It says permission denied. I assume that users > are created without any privileges. How can I fix this? The user attributes used with $WebExternalAuto are set in Interfaces::Web::WebExternalAutoInfo. It's straightforward to overlay that function. However, it does default to creating Privledged users, so I'm not sure what you're seeing. Are the users actually created? Do you have a strange ACL setup? > And how does an admin log on to manage RT as > $WebFallbackToInternalAuth is failing? I'm using RT ver 2.1.88. What do you mean failing? Looking at your httpd,conf snippet, I don't see how apache would ever let you hit RT without a valid REMOTE_USER, so WebFallbackToInternalAuth is never invoked, only WebExternalAuto. seph From sw at internetx.de Mon Mar 22 09:08:55 2004 From: sw at internetx.de (Sebastian Wiesinger) Date: Mon, 22 Mar 2004 15:08:55 +0100 Subject: [rt-users] Slow mySQL Queries In-Reply-To: <0BF7CE9B-7BF7-11D8-956A-003065DC18B8@hamburg.fcb.com> References: <20040322114024.GA25600@lain.intern.internetx.de> <0BF7CE9B-7BF7-11D8-956A-003065DC18B8@hamburg.fcb.com> Message-ID: <20040322140855.GA28113@lain.intern.internetx.de> * Harald Wagener [2004-03-22 12:51]: > Am 22.03.2004 um 12:40 schrieb Sebastian Wiesinger: > > >Hi! > > > >We're using rt 3.0.9 on mysql 4.0.18, and our users suffer from poor > >performance of the mysql queries: > > [snip] > > >The database is running on a Intel(R) Pentium(R) 4 CPU 2.66GHz System > >with 1GB > >Ram and myisam tables. > ^^^^^^^^^^^^^ > > You will most likely get better performance if You change that to > innodb tables and tune MySQL according to > http://www.innodb.com/ibman.html I didn't get better performance from converting to innodb, it seems to be a little bit slower now, when I display a ticket I see some queries like: SELECT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid FROM Attachments main WHERE ((main.Filename IS NOT NULL)AND(main.Filename != '')) AND ((main.TransactionId = '121606')) ORDER BY main.id ASC Which take a few seconds to complete (Status is "Sorting" most of the time.) Regards, Sebastian From iqbala at qwestip.net Mon Mar 22 09:45:46 2004 From: iqbala at qwestip.net (Asif Iqbal) Date: Mon, 22 Mar 2004 09:45:46 -0500 Subject: [rt-users] MySQL ibdata1/ibdata2 too big Message-ID: <20040322144546.GB19139@qwestip.net> Hi All I noticed my ibdata files in mysql/data dir are almost 4 gig total. Is there a way I can clean/shrink them without corrupting my rt3 database ? I have over 200 thousands ticket dated earliest one is mid 2002. (root)@webrt:/usr/local/mysql/data# du -sh ibdata* 1.9G ibdata1 2.1G ibdata2 This is how my conf file looks like [...] skip-locking key_buffer = 1G table_cache = 512 sort_buffer_size = 4M read_buffer_size = 2M max_allowed_packet = 512M myisam_sort_buffer_size = 64M thread_cache = 8 query_cache_size = 256M query_cache_type = 1 thread_concurrency = 8 server-id = 1 innodb_data_home_dir = /usr/local/mysql/data/ innodb_data_file_path = ibdata1:1882M;ibdata2:10M:autoextend innodb_log_group_home_dir = /usr/local/mysql/data/ innodb_log_arch_dir = /usr/local/mysql/data/ innodb_buffer_pool_size = 384M innodb_additional_mem_pool_size = 20M innodb_log_file_size = 100M innodb_log_buffer_size = 8M innodb_flush_log_at_trx_commit = 1 innodb_lock_wait_timeout = 50 [mysqldump] quick max_allowed_packet = 16M [mysql] no-auto-rehash [isamchk] key_buffer = 256M sort_buffer_size = 256M read_buffer = 2M write_buffer = 2M [myisamchk] key_buffer = 256M sort_buffer_size = 256M read_buffer = 2M write_buffer = 2M [mysqlhotcopy] interactive-timeout Thanks for any hint/suggestion -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From Parimala.Ramdas at Zoran.com Mon Mar 22 10:27:30 2004 From: Parimala.Ramdas at Zoran.com (Parimala Ramdas) Date: Mon, 22 Mar 2004 10:27:30 -0500 Subject: [rt-users] RE: NIS authentication Message-ID: Hi, >> Users from NIS are logged into RT. But if there is no such user, it >> doesn't fall back to RT login page. And after log in this user cannot >> even change preferences. It says permission denied. I assume that users >> are created without any privileges. How can I fix this? > The user attributes used with $WebExternalAuto are set in > Interfaces::Web::WebExternalAutoInfo. It's straightforward to overlay > that function. However, it does default to creating Privledged users, > so I'm not sure what you're seeing. Are the users actually created? Do > you have a strange ACL setup? Well users are created and this user can create a ticket but not change their own preferences like nickname. Getting an error message Permission denied. I was wrong about privileges as autohandler has SetPrivileged(1) for users. But why can't I change my own info when logged in? >> And how does an admin log on to manage RT as >> $WebFallbackToInternalAuth is failing? I'm using RT ver 2.1.88. > What do you mean failing? Looking at your httpd,conf snippet, I don't > see how apache would ever let you hit RT without a valid REMOTE_USER, > so WebFallbackToInternalAuth is never invoked, only WebExternalAuto. Oh ok. So as admin is set as REMOTE_USER it doesn't fallback. Is there any way I can tell apache not to authenticate for 'admin' against NIS but against RT database? Thanls, parimala From seph at directionless.org Mon Mar 22 10:31:54 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 10:31:54 -0500 Subject: [rt-users] Re: Auto Assign and Email to Watchers for new ticket In-Reply-To: (Werner Morgenstern's message of "Mon, 22 Mar 2004 08:42:15 -0500") References: Message-ID: > and then an email is sent to the Watchers of > the Queue, to tell them that a new ticket (problem) came in. This way we do > not have to login into the system every 10-30 minutes to see if a new > problem came in. read the docs, this is a trivial use of scrips > And then I saw it was possible in RT 2, the AutoAssign. When a new ticket > comes in via email, the system runs a Scrip to set the owner of the ticket > to the main Watcher of the Queue. Is this possible? I forget whether RT ships with an autoassign scrip action. Shouldn't be too hard to to make one, and I bet there's one in contrib or the list archives. seph From seph at directionless.org Mon Mar 22 10:33:11 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 10:33:11 -0500 Subject: [rt-users] Re: MySQL ibdata1/ibdata2 too big In-Reply-To: <20040322144546.GB19139@qwestip.net> (Asif Iqbal's message of "Mon, 22 Mar 2004 09:45:46 -0500") References: <20040322144546.GB19139@qwestip.net> Message-ID: > I noticed my ibdata files in mysql/data dir are almost 4 gig total. Is > there a way I can clean/shrink them without corrupting my rt3 database ? read the mysql innodb docs. they discuss ibdata file size, and how to manage it. seph From les at futuresource.com Mon Mar 22 10:50:10 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 22 Mar 2004 09:50:10 -0600 Subject: [rt-users] Re: MySQL ibdata1/ibdata2 too big In-Reply-To: References: <20040322144546.GB19139@qwestip.net> Message-ID: <1079970610.20374.3.camel@les-home.futuresource.com> On Mon, 2004-03-22 at 09:33, seph wrote: > > I noticed my ibdata files in mysql/data dir are almost 4 gig total. Is > > there a way I can clean/shrink them without corrupting my rt3 database ? > > read the mysql innodb docs. they discuss ibdata file size, and how to > manage it. I think this is a problem everyone will have eventually. Is there a way archive tickets beyond a certain age into a different database or just remove them from the system? --- Les Mikesell les at futuresource.com From seph at directionless.org Mon Mar 22 10:53:40 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 10:53:40 -0500 Subject: [rt-users] Re: NIS authentication In-Reply-To: (Parimala Ramdas's message of "Mon, 22 Mar 2004 10:27:30 -0500") References: Message-ID: > Well users are created and this user can create a ticket but not change > their own preferences like nickname. Getting an error message Permission > denied. I was wrong about privileges as autohandler has SetPrivileged(1) > for users. But why can't I change my own info when logged in? What is your ACL setup? maybe you don't like Everyone ModifySelf? >> What do you mean failing? Looking at your httpd,conf snippet, I don't >> see how apache would ever let you hit RT without a valid REMOTE_USER, >> so WebFallbackToInternalAuth is never invoked, only WebExternalAuto. > > Oh ok. So as admin is set as REMOTE_USER it doesn't fallback. Is there > any way I can tell apache not to authenticate for 'admin' against NIS > but against RT database? I'm not sure how'd you'd tell apache to never authenticate certain usernames. For myself, I'd create a "seph/admin" user, and have RT canonicalize all the /admin users to root. seph From pmcgraw at aamc.org Mon Mar 22 10:57:57 2004 From: pmcgraw at aamc.org (Paula McGraw) Date: Mon, 22 Mar 2004 10:57:57 -0500 Subject: [rt-users] timeline for RTWin with inbound mail support? Message-ID: Been testing the win32 port and need to make a decision about whether to wait for a release with inbound mail or dedicate time/resources for unix production build. Realize that I'm fortunate to even have a choice so it's not my intent to have this read as being ungrateful or making demands. If it'll be 1-3 months we'll likely to go with a win32 rollout and add mail feature later. More than 3 months - we'll go with unix. From monakhv at ot.ru Mon Mar 22 11:19:03 2004 From: monakhv at ot.ru (Dmitry Monakhov) Date: Mon, 22 Mar 2004 19:19:03 +0300 Subject: [rt-users] Request for feature Message-ID: <405F11F7.3020309@ot.ru> Hi, All! There is very useful configuration parameter in /opt/rt3/etc/RT_SiteConfig.pm file Set($RTAddressRegexp , '^(server|support|presale|rva)\@domain\.com$'); However the search is performed in case sensitive mode but rfc822 describe mail addresses in case unsensitive mode. So, the following modification in /opt/rt3/lib/RT/EmailParser.pm file would be quite reasonable 645c645 < $address =~ /$RT::RTAddressRegexp/ ) { --- > $address =~ m/$RT::RTAddressRegexp/i ) { -- Dmitry Monakhov System Administrator Open Technologies, tel: +7(095)787-7027 e-mail: monakhv at ot.ru, http://www.ot.ru/ From Travis_Niedens at redlands.edu Mon Mar 22 11:24:19 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Mon, 22 Mar 2004 08:24:19 -0800 Subject: [rt-users] timeline for RTWin with inbound mail support? Message-ID: <30D0F22BE0464E4F98580F12FD65D7A8343A5D@exch.redlands.edu> I've been waiting over 3 months myself. We upgraded to RT 3.0.9 for email out and it is far from stable in my opinion. Honestly, a port should have all of the basic features right out of the gate. Email in/out is one of the most critical features of RT. We are considering moving the the *NIX version right now. Travis Niedens Network Manager University of Redlands -----Original Message----- From: Paula McGraw [mailto:pmcgraw at aamc.org] Sent: Monday, March 22, 2004 7:58 AM To: rt-users at lists.fsck.com Subject: [rt-users] timeline for RTWin with inbound mail support? Been testing the win32 port and need to make a decision about whether to wait for a release with inbound mail or dedicate time/resources for unix production build. Realize that I'm fortunate to even have a choice so it's not my intent to have this read as being ungrateful or making demands. If it'll be 1-3 months we'll likely to go with a win32 rollout and add mail feature later. More than 3 months - we'll go with unix. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 Parimala.Ramdas at Zoran.com Mon Mar 22 11:34:00 2004 From: Parimala.Ramdas at Zoran.com (Parimala Ramdas) Date: Mon, 22 Mar 2004 11:34:00 -0500 Subject: [rt-users] RE: NIS authentication Message-ID: > What is your ACL setup? maybe you don't like Everyone ModifySelf? Thanks seph! That was what was missing. > I'm not sure how'd you'd tell apache to never authenticate certain > usernames. For myself, I'd create a "seph/admin" user, and have RT > canonicalize all the /admin users to root. Hmm.. the main reason for a super-user is to grant/revoke rights. Do all privileged users have this right by default? There should be some way of saying that 1 user is a super-user. Is there anything akin to SetPrivileged(1) that I can specify by way of code? parimala From fr at wificom.com Mon Mar 22 11:37:26 2004 From: fr at wificom.com (Fabian Ritzmann) Date: Mon, 22 Mar 2004 18:37:26 +0200 Subject: [rt-users] Re: Request for feature In-Reply-To: <405F11F7.3020309@ot.ru> References: <405F11F7.3020309@ot.ru> Message-ID: <20040322183726.0aec8f61.fr@wificom.com> Dmitry Monakhov wrote: > However the search is performed in case sensitive mode but rfc822 > describe mail addresses in case unsensitive mode. RFC 822 requires the email address local-part to be case sensitive, see section 6.1. RFC 2822 has this to say in section 3.4.1: The local-part portion is a domain dependent string. In addresses, it is simply interpreted on the particular host as a name of a particular mailbox. On Unix systems, the local-part traditionally has been case sensitive, and still is on a lot of systems. Fabian From seph at directionless.org Mon Mar 22 11:38:30 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 11:38:30 -0500 Subject: [rt-users] Re: NIS authentication In-Reply-To: (Parimala Ramdas's message of "Mon, 22 Mar 2004 11:34:00 -0500") References: Message-ID: > Hmm.. the main reason for a super-user is to grant/revoke rights. Do all > privileged users have this right by default? There should be some way of > saying that 1 user is a super-user. Is there anything akin to > SetPrivileged(1) that I can specify by way of code? yes. read the acl lists, or acl docs. seph From seph at directionless.org Mon Mar 22 11:41:19 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 11:41:19 -0500 Subject: [rt-users] Re: Request for feature In-Reply-To: <405F11F7.3020309@ot.ru> (Dmitry Monakhov's message of "Mon, 22 Mar 2004 19:19:03 +0300") References: <405F11F7.3020309@ot.ru> Message-ID: > However the search is performed in case sensitive mode but rfc822 > describe mail addresses in case unsensitive mode. while I agree that it's probably more useful to do the search-replace case-insensitively, that's not what the rfc says. The host portion of an email address is case-insensitive, but there's nothing in the RFCs that mandate the username portion (to the left of the @) be case-insensitive. I believe in a couple MTAs it's not. seph From sean.perry at intransa.com Mon Mar 22 11:42:07 2004 From: sean.perry at intransa.com (Sean Perry) Date: Mon, 22 Mar 2004 08:42:07 -0800 Subject: [rt-users] Re: Request for feature In-Reply-To: <20040322183726.0aec8f61.fr@wificom.com> References: <405F11F7.3020309@ot.ru> <20040322183726.0aec8f61.fr@wificom.com> Message-ID: <405F175F.7080601@intransa.com> Fabian Ritzmann wrote: > Dmitry Monakhov wrote: > > >>However the search is performed in case sensitive mode but rfc822 >>describe mail addresses in case unsensitive mode. > > > RFC 822 requires the email address local-part to be case sensitive, see > section 6.1. RFC 2822 has this to say in section 3.4.1: > > The local-part portion is a domain dependent string. In addresses, it > is simply interpreted on the particular host as a name of a particular > mailbox. > > On Unix systems, the local-part traditionally has been case sensitive, > and still is on a lot of systems. > many (most?) mail systems accept email addresses regardless of case. The right answer here would appear to be default to case insensitive and an option to return to case sensitive when needed. Most mail daemons handle this properly so only those stuck with truly old systems are an issue here. From Parimala.Ramdas at Zoran.com Mon Mar 22 11:43:47 2004 From: Parimala.Ramdas at Zoran.com (Parimala Ramdas) Date: Mon, 22 Mar 2004 11:43:47 -0500 Subject: [rt-users] Re: NIS authentication Message-ID: >> Users from NIS are logged into RT. But if there is no such user, it >> doesn't fall back to RT login page. And after log in this user cannot >> even change preferences. It says permission denied. I assume that users >> are created without any privileges. How can I fix this? And how does an >> admin log on to manage RT as $WebFallbackToInternalAuth is failing? I'm >> using RT ver 2.1.88. > This is what I did for RT 3.0.8, you might be able to reuse that, I > guess the code hasn't changed that much over 2.1. It requires the > attached patch to html/autohandler. It doesn't use external > authentication, instead the autohandler itself tries NIS authentication > first and if that fails, it falls back to the database. Thanks Fabian! Currently I'm trying to make the Apache-NIS work. If it doesn't work out the way I want it to, I'll try the autohandler patch (looks great!). parimala From jschubert at linearcorp.com Mon Mar 22 11:40:20 2004 From: jschubert at linearcorp.com (John Schubert) Date: Mon, 22 Mar 2004 08:40:20 -0800 Subject: [rt-users] Re: NIS authentication In-Reply-To: Message-ID: <001001c4102c$5d63e610$4501a8c0@pchalliev> I hate jumping into the midst of a problem, especially when I don't understand the full scope of the issue, however, I do remember in Sun Sys Admin I & II classes that our instructor warned us to stay away from ACL's if possible. I thought I odd that Sun would warn against it's own feature (although they did the same with NIS), but they did. If you're looking to allow certain users rights to certain files/directories/etc, I would suggest SUDO. There are security risks doing this (for example, if you give sudo vi you can shell out as root), but it might be better than ACLs. John -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of seph Sent: Monday, March 22, 2004 8:39 AM To: Parimala Ramdas Cc: rt-users at lists.fsck.com Subject: [rt-users] Re: NIS authentication > Hmm.. the main reason for a super-user is to grant/revoke rights. Do all > privileged users have this right by default? There should be some way of > saying that 1 user is a super-user. Is there anything akin to > SetPrivileged(1) that I can specify by way of code? yes. read the acl lists, or acl docs. seph From twp at gamelogic.com Mon Mar 22 12:01:36 2004 From: twp at gamelogic.com (Tim Pierce) Date: Mon, 22 Mar 2004 12:01:36 -0500 Subject: [rt-users] Request for feature In-Reply-To: <405F11F7.3020309@ot.ru> References: <405F11F7.3020309@ot.ru> Message-ID: <20040322170136.GB16590@gamelogic.com> On Mon, Mar 22, 2004 at 07:19:03PM +0300, Dmitry Monakhov wrote: > Hi, All! > > There is very useful configuration parameter in > /opt/rt3/etc/RT_SiteConfig.pm file > > Set($RTAddressRegexp , '^(server|support|presale|rva)\@domain\.com$'); > > However the search is performed in case sensitive mode but rfc822 > describe mail addresses in case unsensitive mode. > So, the following modification in /opt/rt3/lib/RT/EmailParser.pm file > would be quite reasonable > > 645c645 > < $address =~ /$RT::RTAddressRegexp/ ) { > --- > > $address =~ m/$RT::RTAddressRegexp/i ) { I have not tested this, but you should be able to write the regular expression to be case-insensitive without changing the RT core code, using the "(?i)" construct: Set($RTAddressRegexp , '^(?i)(server|support|presale|rva)\@domain\.com$'); See the perlre man page for more information. I agree that it would make more sense for case-insensitive matching to be the default. From kylist at shcorp.com Mon Mar 22 12:04:54 2004 From: kylist at shcorp.com (Kurt Yoder) Date: Mon, 22 Mar 2004 12:04:54 -0500 (EST) Subject: [rt-users] showing custom fields in list view Message-ID: <44483.10.10.1.71.1079975094.squirrel@webmailtest.shcorp.com> Hello all I have been looking for a way to show the contents of custom fields in my list view using RT 3.0.6. I already figured out how to customize the Mason templates, but am having some trouble referring to information about custom fields. Specifically, I will need to check that a given set of tickets all have a specific custom field. I *could* manually iterate through the whole list of tickets and build a list, but this seems extremely inefficient. I'm guessing there are already built-in functions to allow these kinds of operations in an efficient, easy-to-use manner? I looked around in the mail archives and google and saw a few hints of people working on the same type of problem. However, none of this information was sufficient for me to "take it from there". I looked through the source, but must confess to not being that familiar with the more advanced approach it takes, so that didn't help me too much either. Can someone please point me to some documentation which explains how to work with the custom fields? Any hints would be much appreciated. Thanks in advance. -- Kurt Yoder Sport & Health network administrator From sven.sternberger at desy.de Mon Mar 22 12:16:40 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 22 Mar 2004 18:16:40 +0100 Subject: [rt-users] rt as bug tracker! Message-ID: <405F1F78.10703@desy.de> Hi! I want to use the rt3 system as bug tracker. The only think which I couldn't find is a "nice list" of all open tickets in a queue which is visible without authentification. Of course I read the docu and find the SelfService part. But this is only for the tickets I requested. I tried to give the "guest user" some rights but then he see the tickets but he get the complete search mask and the complete left bar, which too dificult. I only need a simple list of tickets and a link to the ticket maybe a simple search facility. best regards From m-liebman at northwestern.edu Mon Mar 22 12:42:10 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Mon, 22 Mar 2004 12:42:10 -0500 Subject: [rt-users] rt as bug tracker! In-Reply-To: <405F1F78.10703@desy.de> References: <405F1F78.10703@desy.de> Message-ID: <20040322174210.GB26126@SDF.LONESTAR.ORG> On Mon, Mar 22, 2004 at 06:16:40PM +0100, Sven Sternberger wrote: > Hi! > > I want to use the rt3 system as bug tracker. The only think which I > couldn't find > is a "nice list" of all open tickets in a queue which is visible without > authentification. Have a look at the bug list for RT. http://lists.fsck.com/pipermail/rt-users/2003-April/013159.html It is an excellent starting point and may even be all you are looking for. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From seph at directionless.org Mon Mar 22 13:31:27 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 13:31:27 -0500 Subject: [rt-users] Re: Request for feature In-Reply-To: <405F175F.7080601@intransa.com> (Sean Perry's message of "Mon, 22 Mar 2004 08:42:07 -0800") References: <405F11F7.3020309@ot.ru> <20040322183726.0aec8f61.fr@wificom.com> <405F175F.7080601@intransa.com> Message-ID: > The right answer here would appear to be default to case insensitive > and an option to return to case sensitive when needed. Most mail > daemons handle this properly so only those stuck with truly old > systems are an issue here. Well, as it stands, you can overlay the function that does the search and replace with sort of logic you like. seph From seph at directionless.org Mon Mar 22 13:32:20 2004 From: seph at directionless.org (seph) Date: Mon, 22 Mar 2004 13:32:20 -0500 Subject: [rt-users] Re: NIS authentication In-Reply-To: <001001c4102c$5d63e610$4501a8c0@pchalliev> (John Schubert's message of "Mon, 22 Mar 2004 08:40:20 -0800") References: <001001c4102c$5d63e610$4501a8c0@pchalliev> Message-ID: > I hate jumping into the midst of a problem, especially when I don't > understand the full scope of the issue, however, I do remember in Sun > Sys Admin I & II classes that our instructor warned us to stay away from > ACL's if possible. I thought I odd that Sun would warn against it's own > feature (although they did the same with NIS), but they did. next time, don't jump so quickly. we're talking about RT's ACL system. Not sun's filesytem acls. seph From daniel-wittenberg at starken.com Mon Mar 22 13:45:12 2004 From: daniel-wittenberg at starken.com (Daniel Wittenberg) Date: Mon, 22 Mar 2004 12:45:12 -0600 Subject: [rt-users] how to check user group Message-ID: <1079981111.2499.4.camel@localhost.localdomain> I added a new element to the main page that shows how many calls each user has open/new, but I wanted to restrict it so only people in a certain group see that. What variables can I check to see if the current user belongs to that group? I've tried poking around the perl modules but couldn't find anything that looked right. Thanks, Dan From rt at chaka.net Mon Mar 22 13:25:49 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 22 Mar 2004 13:25:49 -0500 Subject: [rt-users] how to check user group In-Reply-To: <1079981111.2499.4.camel@localhost.localdomain> References: <1079981111.2499.4.camel@localhost.localdomain> Message-ID: <20040322182549.GP4373@chaka.net> This should work: my $group = new RT::Group($RT::SystemUser); $group->LoadUserDefinedGroup("MyGroup"); if ($group->HasMember($self->CurrentUser->PrincipalObj) { . . . On Mon, Mar 22, 2004 at 12:45:12PM -0600, Daniel Wittenberg wrote: > I added a new element to the main page that shows how many calls each > user has open/new, but I wanted to restrict it so only people in a > certain group see that. What variables can I check to see if the > current user belongs to that group? I've tried poking around the perl > modules but couldn't find anything that looked right. > > Thanks, > Dan > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 daniel-wittenberg at starken.com Mon Mar 22 14:39:40 2004 From: daniel-wittenberg at starken.com (Daniel Wittenberg) Date: Mon, 22 Mar 2004 13:39:40 -0600 Subject: [rt-users] how to check user group In-Reply-To: <20040322182549.GP4373@chaka.net> References: <1079981111.2499.4.camel@localhost.localdomain> <20040322182549.GP4373@chaka.net> Message-ID: <1079984379.2790.6.camel@localhost.localdomain> What's the proper way to initialize $self? Thanks, Dan On Mon, 2004-03-22 at 12:25, Todd Chapman wrote: > This should work: > > > my $group = new RT::Group($RT::SystemUser); > $group->LoadUserDefinedGroup("MyGroup"); > if ($group->HasMember($self->CurrentUser->PrincipalObj) { > . > . > . > > > > On Mon, Mar 22, 2004 at 12:45:12PM -0600, Daniel Wittenberg wrote: > > I added a new element to the main page that shows how many calls each > > user has open/new, but I wanted to restrict it so only people in a > > certain group see that. What variables can I check to see if the > > current user belongs to that group? I've tried poking around the perl > > modules but couldn't find anything that looked right. > > > > Thanks, > > Dan > > From Paul.Barmaksezian at Overture.com Mon Mar 22 14:44:10 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Mon, 22 Mar 2004 11:44:10 -0800 Subject: [rt-users] Email Link to Ticket doesn't work Message-ID: I searched the archives for this and found a similar issue, but the resolution did not work for me, so I'll ask again. When a new ticket is created (or one is modified), a link to that ticket is sent to the user or admin. If the user is not already logged into RT, the link will bring him to the login page. But, after logging in, we receive an error (RT Error No ticket specified). If, however, we are already logged in, it works fine. I was told to change CGI.pm for this and I did, but it didn't work. Any help? Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at chaka.net Mon Mar 22 14:10:25 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 22 Mar 2004 14:10:25 -0500 Subject: [rt-users] how to check user group In-Reply-To: <1079984379.2790.6.camel@localhost.localdomain> References: <1079981111.2499.4.camel@localhost.localdomain> <20040322182549.GP4373@chaka.net> <1079984379.2790.6.camel@localhost.localdomain> Message-ID: <20040322191025.GQ4373@chaka.net> Try this: my $group = new RT::Group($RT::SystemUser); $group->LoadUserDefinedGroup("MyGroup"); if ($group->HasMember($session{'CurrentUser'}->PrincipalObj) { . . . On Mon, Mar 22, 2004 at 01:39:40PM -0600, Daniel Wittenberg wrote: > What's the proper way to initialize $self? > > Thanks, > Dan > > On Mon, 2004-03-22 at 12:25, Todd Chapman wrote: > > This should work: > > > > > > my $group = new RT::Group($RT::SystemUser); > > $group->LoadUserDefinedGroup("MyGroup"); > > if ($group->HasMember($self->CurrentUser->PrincipalObj) { > > . > > . > > . > > > > > > > > On Mon, Mar 22, 2004 at 12:45:12PM -0600, Daniel Wittenberg wrote: > > > I added a new element to the main page that shows how many calls each > > > user has open/new, but I wanted to restrict it so only people in a > > > certain group see that. What variables can I check to see if the > > > current user belongs to that group? I've tried poking around the perl > > > modules but couldn't find anything that looked right. > > > > > > Thanks, > > > Dan > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Parimala.Ramdas at Zoran.com Mon Mar 22 14:59:52 2004 From: Parimala.Ramdas at Zoran.com (Parimala Ramdas) Date: Mon, 22 Mar 2004 14:59:52 -0500 Subject: [rt-users] RE: NIS authentication Message-ID: >> Hmm.. the main reason for a super-user is to grant/revoke rights. Do all >> privileged users have this right by default? There should be some way of >> saying that 1 user is a super-user. Is there anything akin to >> SetPrivileged(1) that I can specify by way of code? > yes. read the acl lists, or acl docs. Acl docs .... I found rt3 doc at bestpractical. A search for ACL in the rt-users list turned up around 1018 hits. Could you point me to the docs if you know where they are. Thanks! parimala From jschubert at linearcorp.com Mon Mar 22 14:57:50 2004 From: jschubert at linearcorp.com (John Schubert) Date: Mon, 22 Mar 2004 11:57:50 -0800 Subject: [rt-users] Re: NIS authentication In-Reply-To: Message-ID: <001501c41047$f4e46df0$4501a8c0@pchalliev> OK...sorry. I kinda had a feeling that I was misunderstanding.. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of seph Sent: Monday, March 22, 2004 10:32 AM To: John Schubert Cc: 'Parimala Ramdas'; rt-users at lists.fsck.com Subject: [rt-users] Re: NIS authentication > I hate jumping into the midst of a problem, especially when I don't > understand the full scope of the issue, however, I do remember in Sun > Sys Admin I & II classes that our instructor warned us to stay away from > ACL's if possible. I thought I odd that Sun would warn against it's own > feature (although they did the same with NIS), but they did. next time, don't jump so quickly. we're talking about RT's ACL system. Not sun's filesytem acls. 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 daniel-wittenberg at starken.com Mon Mar 22 15:08:17 2004 From: daniel-wittenberg at starken.com (Daniel Wittenberg) Date: Mon, 22 Mar 2004 14:08:17 -0600 Subject: [rt-users] how to check user group In-Reply-To: <20040322191025.GQ4373@chaka.net> References: <1079981111.2499.4.camel@localhost.localdomain> <20040322182549.GP4373@chaka.net> <1079984379.2790.6.camel@localhost.localdomain> <20040322191025.GQ4373@chaka.net> Message-ID: <1079986096.2790.15.camel@localhost.localdomain> Works perfect, thanks! Dan On Mon, 2004-03-22 at 13:10, Todd Chapman wrote: > Try this: > > my $group = new RT::Group($RT::SystemUser); > $group->LoadUserDefinedGroup("MyGroup"); > if ($group->HasMember($session{'CurrentUser'}->PrincipalObj) { > . > . > . > > On Mon, Mar 22, 2004 at 01:39:40PM -0600, Daniel Wittenberg wrote: > > What's the proper way to initialize $self? > > > > Thanks, > > Dan > > > > On Mon, 2004-03-22 at 12:25, Todd Chapman wrote: > > > This should work: > > > > > > > > > my $group = new RT::Group($RT::SystemUser); > > > $group->LoadUserDefinedGroup("MyGroup"); > > > if ($group->HasMember($self->CurrentUser->PrincipalObj) { > > > . > > > . > > > . > > > > > > > > > > > > On Mon, Mar 22, 2004 at 12:45:12PM -0600, Daniel Wittenberg wrote: > > > > I added a new element to the main page that shows how many calls each > > > > user has open/new, but I wanted to restrict it so only people in a > > > > certain group see that. What variables can I check to see if the > > > > current user belongs to that group? I've tried poking around the perl > > > > modules but couldn't find anything that looked right. > > > > > > > > Thanks, > > > > Dan > > > > > > From drj826 at acm.org Mon Mar 22 18:10:09 2004 From: drj826 at acm.org (Don Johnson) Date: Mon, 22 Mar 2004 16:10:09 -0700 Subject: [rt-users] Attachments Truncated When Retrieved From Oracle? Message-ID: <405F7251.50109@acm.org> I'm having a problem where attachments are truncated when retrieved from Oracle. They get added to the database just fine both through the web and email gateways but get truncated when I try to retrieve them through the web interface. Oracle is not corrupting the attachments. It seems to be RT and its retrieval of the attachments from the database where the problem resides. Using a text document of 128k in size we were able to extract from the database manually the entire file, but when download through RT only 8k is returned (exactly 8000 bytes). When Word documents or jpeg (i.e. binary files) are sent to RT only 5922 bytes are downloaded from RT no matter how big the original attachments were. The entire attachment seems to be in the database. The "$MaxAttachmentSize" is properly set to "10000000" (10MB). Has anyone else experienced this problem? From darren at dazza.org Mon Mar 22 18:19:50 2004 From: darren at dazza.org (Darren Nickerson) Date: Mon, 22 Mar 2004 18:19:50 -0500 Subject: [rt-users] Attachments Truncated When Retrieved From Oracle? References: <405F7251.50109@acm.org> Message-ID: <0f4901c41064$634ef730$090a000a@DAZZALAP> Don, We burned may hours troubleshooting that one, but managed to track it down. See: http://lists.fsck.com/pipermail/rt-users/2004-March/021397.html You could edit Handle/Oracle.pm directly, or use the fix Jesse suggested he was going to commit, which was: "Setting this to what RT wants in RT::Handle seems to make sense: in RT::Handle, you'll see: if ($RT::DatabaseType eq 'Oracle') { $ENV{'NLS_LANG'} = ".UTF8"; } $self->SUPER::Connect( User => $RT::DatabaseUser, Password => $RT::DatabasePassword, ); Try adding: $self->dbh->{LongReadLen}= $RT::MaxAttachmentSize; just after that." (end quote from Jesse) Hope that helps! -Darren -- Darren Nickerson Senior Sales & Support Engineer iFAX Solutions, Inc. www.ifax.com darren.nickerson at ifax.com +1.215.438.4638 ext 8106 office +1.215.243.8335 fax ----- Original Message ----- From: "Don Johnson" To: Sent: Monday, March 22, 2004 6:10 PM Subject: [rt-users] Attachments Truncated When Retrieved From Oracle? > I'm having a problem where attachments are truncated when retrieved from > Oracle. They get added to the database just fine both through the web > and email gateways but get truncated when I try to retrieve them through > the web interface. > > Oracle is not corrupting the attachments. It seems to be RT and its > retrieval of the attachments from the database where the problem > resides. Using a text document of 128k in size we were able to extract > from the database manually the entire file, but when download through RT > only 8k is returned (exactly 8000 bytes). When Word documents or jpeg > (i.e. binary files) are sent to RT only 5922 bytes are downloaded from > RT no matter how big the original attachments were. The entire > attachment seems to be in the database. > > The "$MaxAttachmentSize" is properly set to "10000000" (10MB). > > Has anyone else experienced this problem? > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 vinita at cs.mu.OZ.AU Mon Mar 22 18:56:59 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Tue, 23 Mar 2004 10:56:59 +1100 Subject: [rt-users] command line interface with Apache Authentication Message-ID: <405F7D4B.1010902@cs.mu.oz.au> HI The command line interface works fine with the RT internal Authentication, but doesn't seems to work when I switch to the Apache Authentication. Apache Authentication by web, works fine! All I set for command line configuration are export RTDEBUG=3 export RTSERVER=http://rt:8000/ - this is the place I go in the web to access RT. My UNIX username, the RT username and RT unix-username are same. Am I missing any setup??? I looked at all the log files, rt.log (RT_Config) & error_log, rt_error_log and rt_access_log (apache), no error msg, only got rt_access_log : 128.250.37.70 - - [23/Mar/2004:10:32:06 +1100] "POST //REST/1.0/show HTTP/1.0" 401 470 with internal RTl Authentication - work fine -------------------------------- [vinita at mulga] bin [1:95] ./rt ls "queue='DBA'" Password: POST http://rt:8000//REST/1.0/search/ticket Content-Length: 274 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="query" queue='DBA' --xYzZY Content-Disposition: form-data; name="orderby" --xYzZY Content-Disposition: form-data; name="user" vinita --xYzZY Content-Disposition: form-data; name="pass" XXXXXXX --xYzZY-- HTTP/1.0 200 OK Cache-Control: no-cache, no-store Date: Mon, 22 Mar 2004 23:23:20 GMT Pragma: no-cache Server: Apache/1.3.29 (Unix) mod_perl/1.29 Content-Type: text/plain; charset=UTF-8 Client-Date: Mon, 22 Mar 2004 23:23:20 GMT Client-Peer: 128.250.37.70:3128 Client-Response-Num: 1 Proxy-Connection: close Set-Cookie: RT_SID_cs.mu.OZ.AU.8000=0e36f33cce273c54892e23fbac08c3b9; path=/ X-Cache: MISS from calamari.cs.mu.OZ.AU RT/3.0.8 200 Ok 1: testing 1 2 3 2: ticket by vvj 7: main dba fix 8: sub DBA -1 9: sub DBA -2 1: testing 1 2 3 2: ticket by vvj 7: main dba fix 8: sub DBA -1 9: sub DBA -2 [vinita at mulga] bin [1:96] with Apache Authentication, (add the .htaccess at doc root, then stop start the apache) ------------------------------------- [vinita at mulga] bin [1:107] ./rt show ticket/2 Password: POST http://rt:8000//REST/1.0/show Content-Length: 205 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="id" ticket/2 --xYzZY Content-Disposition: form-data; name="user" vinita --xYzZY Content-Disposition: form-data; name="pass" XXXXXX --xYzZY-- HTTP/1.0 401 Unauthorized Date: Mon, 22 Mar 2004 23:32:41 GMT Server: Apache/1.3.29 (Unix) mod_perl/1.29 WWW-Authenticate: Basic realm="RT access" Content-Type: text/html; charset=iso-8859-1 Client-Date: Mon, 22 Mar 2004 23:32:41 GMT Client-Peer: 128.250.37.70:3128 Client-Response-Num: 1 Proxy-Connection: close Title: 401 Authorization Required X-Cache: MISS from calamari.cs.mu.OZ.AU 401 Authorization Required

Authorization Required

This server could not verify that you are authorized to access the document requested. Either you supplied the wrong credentials (e.g., bad password), or your browser doesn't understand how to supply the credentials required.


Apache/1.3.29 Server at rt.cs.mu.OZ.AU Port 8000
rt: Server error: Unauthorized (401) -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jason at kavi.com Mon Mar 22 20:36:25 2004 From: jason at kavi.com (Jason Grigsby) Date: Mon, 22 Mar 2004 17:36:25 -0800 Subject: [rt-users] Removing fsck.com-rtfm for references to rtfm articles Message-ID: <7F4BCAEF-7C6A-11D8-BE18-000393D541EC@kavi.com> When I reference an RFTM article, all of the referenced links show up with fsck.com-rtfm at the beginning of them. The article might look like: fsck.com-rtfm://domain.tld/article/2 Fortunately, the url for the link is actually correct so the link works. I wouldn't have expected fsck.com-rtfm:// to show up. Is that the expected behavior? Is there a way to modify this information? Thank You, Jason P.S. I apologize if this has already been addressed. I tried to find it in the mailing list archives, but as you can imagine fsck.com and rtfm is referenced in quite a few message. :-) From andrzej.wisniewski at eurobank.pl Mon Mar 22 23:26:07 2004 From: andrzej.wisniewski at eurobank.pl (=?iso-8859-2?Q?Andrzej_Wi=B6niewski?=) Date: Tue, 23 Mar 2004 05:26:07 +0100 Subject: [rt-users] error: Assertion flags == 0 failed: file "Storable.xs" Message-ID: <3A8E699C5F3DE84CAF531CC7387176367B5C1B@exchange.lfi.com.pl> Hi I have RH9.0, Apache 1.3, RT 3.0, Perl 5.0.8, mysql 3.23.54 and a big problem ... I can go in to my RT system but sometimes (not always) when I click on some Queue or Ticket I can see bug :/ Any sugestion :( ? ********************************************************************** System error error: Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al) line 282. Stack: [../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al):282] [../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/nfreeze.al):270] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:522] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:477] [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068], at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: .... code stack: /usr/lib/perl5/5.8.0/Carp.pm:191 .../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/logcroak.al):66 .../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al):283 .../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/nfreeze.al):270 /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21 /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:522 /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:477 /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068 raw error ******************************************************************************** RAW ERROR: Assertion flags == 0 failed: file "Storable.xs", line 2336 at .../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al) line 282. Stack: [../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al):282] [../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/nfreeze.al):270] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:522] [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:477] [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068], at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21 Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al) line 282.^J^JStack:^J [../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al):282]^J [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/nfreeze.al):270]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:522]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:477]^J [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068], at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 Carp::croak('Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al) line 282.^J^JStack:^J [../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al):282]^J [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/nfreeze.al):270]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:522]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:477]^J [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068],') called at .../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/logcroak.al) line 66 Storable::logcroak('Assertion flags == 0 failed: file "Storable.xs", line 2336 at ../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al) line 282.^J^JStack:^J [../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al):282]^J [../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/nfreeze.al):270]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm:21]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:522]^J [/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm:477]^J [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:1068],') called at .../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/_freeze.al) line 283 Storable::_freeze('CODE(0x8bb6c24)', 'HASH(0x8bc0db0)') called at .../../lib/Storable.pm (autosplit into .../../lib/auto/Storable/nfreeze.al) line 270 Storable::nfreeze('HASH(0x8bc0db0)') called at /usr/lib/perl5/site_perl/5.8.0/Apache/Session/Serialize/Storable.pm line 21 Apache::Session::Serialize::Storable::serialize('Apache::Session::MySQL=HASH(0x8bbdf40)') called at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 522 Apache::Session::save('Apache::Session::MySQL=HASH(0x8bbdf40)') called at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 477 Apache::Session::DESTROY('Apache::Session::MySQL=HASH(0x8bbdf40)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'ValueOfQueue', 20, 'StatusOp', '=', 'NewSearch', 1, 'QueueOp', '=', 'ValueOfStatus', 'ARRAY(0x82e74cc)', 'RowsPerPage', 50) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x949f044)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x949f044)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8f60094)', 'Apache=SCALAR(0x8f602b0)') called at /opt/rt3/bin/webmux.pl line 118 RT::Mason::handler('Apache=SCALAR(0x8f602b0)') called at /dev/null line 0 eval {...} at /dev/null line 0 ********************************************************************************************* Please help me. Even google doesn't know what it means :/ -- AndY From Samuel.Senoner at eurac.edu Tue Mar 23 04:59:18 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 23 Mar 2004 10:59:18 +0100 Subject: [rt-users] rt as bug tracker! Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB50E@abz01be.eurac.edu> In the contrib area unter rt3 there is also the page buglist, which is used by bestpractical. With that you get a list of all open tickets in a queue without authentication. SAmuel -----Original Message----- From: Michael S. Liebman [mailto:m-liebman at northwestern.edu] Sent: Monday,22 March,2004 18:42 To: Sven Sternberger Cc: rt-users at lists.fsck.com Subject: Re: [rt-users] rt as bug tracker! On Mon, Mar 22, 2004 at 06:16:40PM +0100, Sven Sternberger wrote: > Hi! > > I want to use the rt3 system as bug tracker. The only think which I > couldn't find is a "nice list" of all open tickets in a queue which is > visible without authentification. Have a look at the bug list for RT. http://lists.fsck.com/pipermail/rt-users/2003-April/013159.html It is an excellent starting point and may even be all you are looking for. 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 phillip at reportstar.net Tue Mar 23 01:08:29 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Tue, 23 Mar 2004 01:08:29 -0500 Subject: [rt-users] Help With Apache configuration Message-ID: <405FD45D.6030102@reportstar.net> i'm a new baby to Apache, so what i want to know is which httpd.conf should i change cause i have two httpd.conf files the first is in /etc/httpd/conf and the second one is in /usr/local/apache/conf . -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From abigabaw at eahd.or.ug Tue Mar 23 07:12:19 2004 From: abigabaw at eahd.or.ug (Wilson Abigaba) Date: Tue, 23 Mar 2004 15:12:19 +0300 (EAT) Subject: [rt-users] Re: Help With Apache Configuration Message-ID: <20040323150626.I32859@nemesis.eahd.or.ug> Hi Philip Change the /usr/local/apache/conf After your changes, run the command apachectl restart as root and everything should be fine. By the way, ***what is in /etc/httpd.conf and how did it come about?*** You may be trying to run two apaches and you'll definately get no good results. Regards, Wilson From sam_ml at spacething.org Tue Mar 23 07:09:34 2004 From: sam_ml at spacething.org (Sam Stickland) Date: Tue, 23 Mar 2004 12:09:34 -0000 Subject: [rt-users] One user - multiple email addresses Message-ID: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> Hi, I have to wear a couple of hats here - handling tickets for what appear to be two companies to the outside world. Call them Company A and Company B ;) I have an email account under each companies name for talking to clients. Currently, there are two queues, and I have two separate logins, each with a seperate email address. But while this keeps up appearances with the outside world, it obviously makes management more difficult. I figure that this problem must have come up before for other people, so I was wondering if anyone had a more elegant solution (if one exists). We can take this onto the development list if it would be more appropiate there (although my coding time is quite limited at the moment). Sam From REdwards at gwsmail.com Tue Mar 23 07:15:07 2004 From: REdwards at gwsmail.com (Edwards, Rick) Date: Tue, 23 Mar 2004 07:15:07 -0500 Subject: [rt-users] Help With Apache configuration Message-ID: Phillip, You didn't mention specific OS you're on but I'm guessing maybe Red Hat? I don't have a Red Hat box handy to check these commands so I'm doing it from memory, so ***please check the syntax before taking my advice***. It appears you've got Apache installed in two places, one via RPM and the other manually. The server root for the Red Hat RPM version is '/var/www' and it's got a startup script defined in '/etc/rc.d/init.d/httpd' (I think). You can probably change the references in that file, after making a backup of course, to point to the '/usr/local/apache' installation. After that you can start Apache (as root) by typing 'service httpd start'. The service may already be set up to start automatically. You can check for that by running (as root) 'chkconfig --list'. That will show you the run levels the service gets started on. The line for 'httpd' may look something like this: httpd 0:off 1:off 2:off 3:off 4:off 5:off 6:off You can turn it on for runlevels 3, 4 and 5 by typing 'chkconfig --level 345 httpd on'. You may be able to just type 'chkconfig httpd on'. Please check the syntax before trying it. Red Hat has (or used to) a graphical runlevel editor that might be easier. If none of this makes any sense to you don't do anything until you've done some research via Google or your OS Vendor's site. Or maybe you can just throw caution to the wind and do it anyway, you do have backups, right? Rick -----Original Message----- From: Phillip Leremi [mailto:phillip at reportstar.net] Sent: Tuesday, March 23, 2004 1:08 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help With Apache configuration i'm a new baby to Apache, so what i want to know is which httpd.conf should i change cause i have two httpd.conf files the first is in /etc/httpd/conf and the second one is in /usr/local/apache/conf . -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From REdwards at gwsmail.com Tue Mar 23 07:22:37 2004 From: REdwards at gwsmail.com (Edwards, Rick) Date: Tue, 23 Mar 2004 07:22:37 -0500 Subject: [rt-users] Help With Apache configuration Message-ID: My apologies if that last message came through in RTF or HTML. $#@!& Outlook!! -----Original Message----- From: Edwards, Rick [mailto:REdwards at gwsmail.com] Sent: Tuesday, March 23, 2004 7:15 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Help With Apache configuration Phillip, You didn't mention specific OS you're on but I'm guessing maybe Red Hat? I don't have a Red Hat box handy to check these commands so I'm doing it from memory, so ***please check the syntax before taking my advice***. It appears you've got Apache installed in two places, one via RPM and the other manually. The server root for the Red Hat RPM version is '/var/www' and it's got a startup script defined in '/etc/rc.d/init.d/httpd' (I think). You can probably change the references in that file, after making a backup of course, to point to the '/usr/local/apache' installation. After that you can start Apache (as root) by typing 'service httpd start'. The service may already be set up to start automatically. You can check for that by running (as root) 'chkconfig --list'. That will show you the run levels the service gets started on. The line for 'httpd' may look something like this: httpd 0:off 1:off 2:off 3:off 4:off 5:off 6:off You can turn it on for runlevels 3, 4 and 5 by typing 'chkconfig --level 345 httpd on'. You may be able to just type 'chkconfig httpd on'. Please check the syntax before trying it. Red Hat has (or used to) a graphical runlevel editor that might be easier. If none of this makes any sense to you don't do anything until you've done some research via Google or your OS Vendor's site. Or maybe you can just throw caution to the wind and do it anyway, you do have backups, right? Rick -----Original Message----- From: Phillip Leremi [mailto:phillip at reportstar.net] Sent: Tuesday, March 23, 2004 1:08 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help With Apache configuration i'm a new baby to Apache, so what i want to know is which httpd.conf should i change cause i have two httpd.conf files the first is in /etc/httpd/conf and the second one is in /usr/local/apache/conf . -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -------------- next part -------------- An HTML attachment was scrubbed... URL: From phillip at reportstar.net Tue Mar 23 02:43:39 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Tue, 23 Mar 2004 02:43:39 -0500 Subject: [rt-users] HELP WITH RT 3.0.9(ASAP) Message-ID: <405FEAAB.6050505@reportstar.net> I have finally managed to install rt-3.0.9 but the thing is I can't get the webinterface. I have configured everything the way the manual from www.bestpractical.com explained but i still can't the web interface. Plz help!! -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Tue Mar 23 08:06:43 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 23 Mar 2004 16:06:43 +0300 Subject: [rt-users] HELP WITH RT 3.0.9(ASAP) In-Reply-To: <405FEAAB.6050505@reportstar.net> References: <405FEAAB.6050505@reportstar.net> Message-ID: <40603663.8000205@acronis.ru> Phillip Leremi wrote: > I have finally managed to install rt-3.0.9 but the thing is I can't get > the webinterface. I have configured everything the way the manual from > www.bestpractical.com explained but i still can't the web interface. > > Plz help!! > Start from very beginning of http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ From kpietri at nvps.net Tue Mar 23 08:10:28 2004 From: kpietri at nvps.net (Karl Pietri) Date: Tue, 23 Mar 2004 08:10:28 -0500 Subject: [rt-users] HELP WITH RT 3.0.9(ASAP) References: <405FEAAB.6050505@reportstar.net> Message-ID: <0a5101c410d8$3749a490$0202010a@hslantech> Did you stop and then start apache. restart dosnt do the trick. -Karl Pietri ----- Original Message ----- From: "Phillip Leremi" To: Sent: Tuesday, March 23, 2004 2:43 AM Subject: [rt-users] HELP WITH RT 3.0.9(ASAP) > I have finally managed to install rt-3.0.9 but the thing is I can't get > the webinterface. I have configured everything the way the manual from > www.bestpractical.com explained but i still can't the web interface. > > Plz help!! > > -- > Kind Regards, > Phillip > Phillip Leremi > Tel: 011 884 7633 > Fax: 011 883 5805 > phillip at reportstar.net > www.reportstar.net > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From REdwards at gwsmail.com Tue Mar 23 08:07:05 2004 From: REdwards at gwsmail.com (Edwards, Rick) Date: Tue, 23 Mar 2004 08:07:05 -0500 Subject: [rt-users] Help With Apache configuration Message-ID: I'm not sure where you want to go from here. Did you try any of the things I suggested? Rick -----Original Message----- From: Phillip Leremi [mailto:phillip at reportstar.net] Sent: Tuesday, March 23, 2004 2:41 AM To: Edwards, Rick Subject: Re: [rt-users] Help With Apache configuration Ok I'm using RedHat 9.0 perl 5.8.0 and the latest CPAN module -------------- next part -------------- An HTML attachment was scrubbed... URL: From pjsm at fct.unl.pt Tue Mar 23 08:12:56 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 23 Mar 2004 13:12:56 +0000 (WET) Subject: [rt-users] HELP WITH RT 3.0.9(ASAP) In-Reply-To: <405FEAAB.6050505@reportstar.net> References: <405FEAAB.6050505@reportstar.net> Message-ID: On Tue, 23 Mar 2004, Phillip Leremi wrote: > I have finally managed to install rt-3.0.9 but the thing is I can't get > the webinterface. I have configured everything the way the manual from > www.bestpractical.com explained but i still can't the web interface. Another commom mistake on apache configuration, the .html with an overlapping assoiation to a wrong mime-type. A line on 'httpd.conf' like this: AddType application/x-httpd-php .html should be commented out or removed. But if you want more help please describe exactly what's happening. Error log from apache, syslog errors.... -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From abigabaw at eahd.or.ug Tue Mar 23 08:46:15 2004 From: abigabaw at eahd.or.ug (Wilson Abigaba) Date: Tue, 23 Mar 2004 16:46:15 +0300 (EAT) Subject: [rt-users] Re: HELP WITH RT-3-0-9(ASAP) Message-ID: <20040323163642.F33803@nemesis.eahd.or.ug> Hi Philip, Can you ping that url issue the command root at philip:~> # ping http://rt.phillip.com The command should respond positively. More so, Heve you restarted apache? like root at philip: /usr/local/apache> # apachectl restart Did it restart well? And finally, Re-read the manual and also have a look at that link below: wiki's manual and archive Regards, Wilson From say_ten at multiplay.co.uk Tue Mar 23 08:16:13 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Tue, 23 Mar 2004 13:16:13 +0000 Subject: [rt-users] One user - multiple email addresses In-Reply-To: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> References: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> Message-ID: <4060389D.2000601@multiplay.co.uk> Each queue can have it's own e-mail address. So if you give your user access to both queues either through groups or through user permissions one login will have access to both. As long as you're corresponding with the ticket in the right queue the e-mail will come from that queues e-mail address. Sam Stickland wrote: > Hi, > > I have to wear a couple of hats here - handling tickets for what appear to > be two companies to the outside world. Call them Company A and Company B ;) > I have an email account under each companies name for talking to clients. > > Currently, there are two queues, and I have two separate logins, each with a > seperate email address. > > But while this keeps up appearances with the outside world, it obviously > makes management more difficult. I figure that this problem must have come > up before for other people, so I was wondering if anyone had a more elegant > solution (if one exists). > > We can take this onto the development list if it would be more appropiate > there (although my coding time is quite limited at the moment). > > Sam > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- With regards, Say_Ten ================================================ This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137 or return the E.mail to postmaster at multiplay.co.uk. From pjsm at fct.unl.pt Tue Mar 23 08:22:22 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 23 Mar 2004 13:22:22 +0000 (WET) Subject: [rt-users] One user - multiple email addresses In-Reply-To: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> References: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> Message-ID: On Tue, 23 Mar 2004, Sam Stickland wrote: > I have to wear a couple of hats here - handling tickets for what appear to > be two companies to the outside world. Call them Company A and Company B ;) > I have an email account under each companies name for talking to clients. > > Currently, there are two queues, and I have two separate logins, each with a > seperate email address. > > But while this keeps up appearances with the outside world, it obviously > makes management more difficult. I figure that this problem must have come > up before for other people, so I was wondering if anyone had a more elegant > solution (if one exists). > > We can take this onto the development list if it would be more appropiate > there (although my coding time is quite limited at the moment). Can you please explain better what makes management more difficult? You have 2 company's customers and you want to mix them, and when the correspondence goes to the customer is masqueraded as the right company? -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From seph at directionless.org Tue Mar 23 08:35:08 2004 From: seph at directionless.org (seph) Date: Tue, 23 Mar 2004 08:35:08 -0500 Subject: [rt-users] Re: One user - multiple email addresses In-Reply-To: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> (Sam Stickland's message of "Tue, 23 Mar 2004 12:09:34 -0000") References: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> Message-ID: > We can take this onto the development list if it would be more appropiate > there (although my coding time is quite limited at the moment). nope, this is fine for rt-users. > I have to wear a couple of hats here - handling tickets for what appear to > be two companies to the outside world. Call them Company A and Company B ;) > I have an email account under each companies name for talking to clients. > > Currently, there are two queues, and I have two separate logins, each with a > seperate email address. > > But while this keeps up appearances with the outside world, it obviously > makes management more difficult. I figure that this problem must have come > up before for other people, so I was wondering if anyone had a more elegant > solution (if one exists). I might be missing something, but since RT sends email as being from the queue, what does it matter that you're using 2 separate accounts? You should be able to just use 1 account to talk to RT, and let RT do all the talking to the external people. seph From abigabaw at eahd.or.ug Tue Mar 23 09:19:27 2004 From: abigabaw at eahd.or.ug (Wilson Abigaba) Date: Tue, 23 Mar 2004 17:19:27 +0300 (EAT) Subject: [rt-users] Re: HELP WITH RT-3-0-9(ASAP) Message-ID: <20040323170530.J34343@nemesis.eahd.or.ug> By the way philip, it's better to copy and paste your output to the mail so we can see wat is really happening. Something like abigaba at squid:~ > ping webrt.cfi.co.ug PING webrt.cfi.co.ug (212.88.97.141): 56 data bytes 64 bytes from 212.88.97.141: icmp_seq=0 ttl=64 time=0.736 ms 64 bytes from 212.88.97.141: icmp_seq=1 ttl=64 time=1.648 ms 64 bytes from 212.88.97.141: icmp_seq=2 ttl=64 time=1.691 ms ^C --- webrt.cfi.co.ug ping statistics --- 3 packets transmitted, 3 packets received, 0% packet loss round-trip min/avg/max/stddev = 0.736/1.358/1.691/0.440 ms abigaba at squid:~ > And there we well know your output and possibly help better. Another thing...Have you thorough checked your httpd.conf file to see if the entry there exactly matches the one in the manual? More so...YOUR DNS CONFIGURATIONS!!! But if you can ping that url i.e rt.phillip.com and it resolves well into an ip address, then you should be ok. Please search your logs (normally /var/log) and also the file you specified where rt's logs to go. more so, check in /var/log/messages if that file is there. Otherwise, the fsck.com/rtfm should be your best freind. From sam_ml at spacething.org Tue Mar 23 09:29:53 2004 From: sam_ml at spacething.org (Sam Stickland) Date: Tue, 23 Mar 2004 14:29:53 -0000 Subject: [rt-users] Re: One user - multiple email addresses References: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> Message-ID: <0baa01c410e3$4ed10bc0$fb00a8c0@office.toastedmedia.net> seph wrote: >> I have to wear a couple of hats here - handling tickets for what >> appear to be two companies to the outside world. Call them Company A >> and Company B ;) I have an email account under each companies name >> for talking to clients. >> >> Currently, there are two queues, and I have two separate logins, >> each with a seperate email address. >> >> But while this keeps up appearances with the outside world, it >> obviously makes management more difficult. I figure that this >> problem must have come up before for other people, so I was >> wondering if anyone had a more elegant solution (if one exists). > > I might be missing something, but since RT sends email as being from > the queue, what does it matter that you're using 2 separate accounts? > You should be able to just use 1 account to talk to RT, and let RT do > all the talking to the external people. Yep, you're right. Overworked at the moment and I wasn't thinking straight. Of course, my replies will be rewritten into support at companya.com and support at companyb.com, so this is a non-issue. >> We can take this onto the development list if it would be more >> appropiate there (although my coding time is quite limited at the >> moment). > > nope, this is fine for rt-users. Particulary considering my muddled thinking today ;) I guess my question becomes a far simply one of whether it's possible to have different subject prefixes per queue, but hopefully I can at least figure that out for myself. ;) Sam From bruno.garnier at univ-pau.fr Tue Mar 23 10:45:06 2004 From: bruno.garnier at univ-pau.fr (garnier bruno) Date: Tue, 23 Mar 2004 16:45:06 +0100 Subject: [rt-users] custom field for customer Message-ID: <1080056706.32023.302.camel@ifrcir057.univ-pau.fr> hello, I work with rt 3.0.9. I want my customer use only the web interface. When the customer connect to rt, he would only create ticket and see his tickets. But i also want he can see custom field. But whith non privilege interface he can't :(.. I would like the same button "create ticket in" Queue than in privilege interface... How can i do this please, i don't find any response in archive list... Thanks. -- Bruno Garnier Centre Informatique de l'Universite de Pau et des Pays de l'Adour T?l.: +33 (0)5 59 40 78 71 Mel : Bruno.Garnier at univ-pau.fr URL : http://www.univ-pau.fr |~~~| |~~~|D Guinness C|. :|D is |: .|D good for you ! |___| \\|// || |^ _| || ( -_+ ) // /_\ O / / __ __ __ || \_/ / | | | | | | ||____/ | | | | | | ---`----- \-- ---| |-| |--| |-- v |==| |==| |==| From vbono at vinny.org Tue Mar 23 10:51:34 2004 From: vbono at vinny.org (Vincent J. Bono) Date: Tue, 23 Mar 2004 10:51:34 -0500 Subject: [rt-users] Action to Modify Custom Field References: <1080056706.32023.302.camel@ifrcir057.univ-pau.fr> Message-ID: <01a701c410ee$b7d22540$9306000a@VinnyPavillion> Has anyone written an action to change a custom field? I'd like to set a certain custom field on-create. Thanks, Vin From kfronenbroek at chello.com Tue Mar 23 11:08:49 2004 From: kfronenbroek at chello.com (Fronenbroek, Kick) Date: Tue, 23 Mar 2004 17:08:49 +0100 Subject: [rt-users] Action to Modify Custom Field Message-ID: Vincent, Have a look at ExtractCustomFieldValues found at: http://wiki.bestpractical.com/cgi-bin/index.cgi?ContributedScrips Real good code from Dirk Pape and works great for us. -----Original Message----- From: Vincent J. Bono [mailto:vbono at vinny.org] Sent: Tuesday, March 23, 2004 4:52 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Action to Modify Custom Field Has anyone written an action to change a custom field? I'd like to set a certain custom field on-create. Thanks, Vin _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From vbono at vinny.org Tue Mar 23 11:14:58 2004 From: vbono at vinny.org (Vincent J. Bono) Date: Tue, 23 Mar 2004 11:14:58 -0500 Subject: [rt-users] Action to Modify Custom Field References: Message-ID: <020801c410f1$fcab3d20$9306000a@VinnyPavillion> I have looked at that but it always wants to extract a value from an email. I need to set it no matter how the ticket is created. I guess I could hac kthe code though. vb ----- Original Message ----- From: "Fronenbroek, Kick" To: "'Vincent J. Bono'" ; Sent: Tuesday, March 23, 2004 11:08 AM Subject: RE: [rt-users] Action to Modify Custom Field > Vincent, > Have a look at ExtractCustomFieldValues found at: > http://wiki.bestpractical.com/cgi-bin/index.cgi?ContributedScrips > > Real good code from Dirk Pape and works great for us. > > -----Original Message----- > From: Vincent J. Bono [mailto:vbono at vinny.org] > Sent: Tuesday, March 23, 2004 4:52 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Action to Modify Custom Field > > > Has anyone written an action to change a custom field? > > I'd like to set a certain custom field on-create. > > Thanks, > Vin > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Tue Mar 23 11:32:33 2004 From: seph at directionless.org (seph) Date: Tue, 23 Mar 2004 11:32:33 -0500 Subject: [rt-users] Re: One user - multiple email addresses In-Reply-To: <0baa01c410e3$4ed10bc0$fb00a8c0@office.toastedmedia.net> (Sam Stickland's message of "Tue, 23 Mar 2004 14:29:53 -0000") References: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> <0baa01c410e3$4ed10bc0$fb00a8c0@office.toastedmedia.net> Message-ID: > I guess my question becomes a far simply one of whether it's possible to > have different subject prefixes per queue, but hopefully I can at least > figure that out for myself. ;) not by default, rt's subject prefix is designed to be how rt finds tickets, and knows its own. . I've seen various patches on the mailing lists that change the behavior though. seph From robertg at linearcorp.com Tue Mar 23 11:37:49 2004 From: robertg at linearcorp.com (Robert Gorman) Date: Tue, 23 Mar 2004 08:37:49 -0800 Subject: [rt-users] unsubscribe Message-ID: <009b01c410f5$2db0cd10$c301a8c0@pcrobertg> how does one go about removing themselves from this list? I seem to be perplexed and unable to register the proper procedure. Robert Gorman ChannelPlus/Open House Tech Services 1.800.999.5225 -------------- next part -------------- An HTML attachment was scrubbed... URL: From evan.waite at itracks.com Tue Mar 23 11:39:28 2004 From: evan.waite at itracks.com (Evan Waite) Date: Tue, 23 Mar 2004 10:39:28 -0600 Subject: [rt-users] unsubscribe Message-ID: The info is contained in the message header of each message. I've copy and pasted the relevant info: List-Id: For users of RT: Request Tracker List-Help: List-Post: List-Subscribe: , List-Archive: List-Unsubscribe: , Hope this helps -Evan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Robert Gorman Sent: March 23, 2004 10:38 AM To: rt-users at lists.fsck.com Subject: [rt-users] unsubscribe how does one go about removing themselves from this list? I seem to be perplexed and unable to register the proper procedure. ? ? ? ? ? ? Robert Gorman ChannelPlus/Open House Tech Services 1.800.999.5225 From seph at directionless.org Tue Mar 23 11:56:54 2004 From: seph at directionless.org (seph) Date: Tue, 23 Mar 2004 11:56:54 -0500 Subject: [rt-users] Re: unsubscribe In-Reply-To: <009b01c410f5$2db0cd10$c301a8c0@pcrobertg> (Robert Gorman's message of "Tue, 23 Mar 2004 08:37:49 -0800") References: <009b01c410f5$2db0cd10$c301a8c0@pcrobertg> Message-ID: > how does one go about removing themselves from this list? I seem to be > perplexed and unable to register the proper procedure. Please note the footer that is appended to every rt-users message. It includes a url, which lets you do things like unsubscribe. I realize it's very hard to read a footer, and much easier to spam all 1800 people instead, but please refrain. seph From escualawork at yahoo.com Tue Mar 23 12:35:08 2004 From: escualawork at yahoo.com (Reggie Nalder) Date: Tue, 23 Mar 2004 09:35:08 -0800 (PST) Subject: [rt-users] NT authentication, account creation Message-ID: <20040323173508.70473.qmail@web41901.mail.yahoo.com> We are trying to have RT authenticate to an NT domain using mod_auth_pam, and would like to have RT accounts created automatically when a valid NT domain user logs in through Apache. We do not have the mailgate configured for incoming email, and will be relying on the web interface for login. I am able to authenticate via Apache when a local Linux account is present, but I have been attempting to allow NT domain users to login and have an account created automatically. Winbind is running, and getent passwd returns all users, but I could use some help figuring out how to proceed. >From RT_SiteConfig.pm: Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , undef); Set($WebExternalGecos , 1); Set($WebExternalAuto , 1); Does RT rely on SAMBA or winbindd to create the account or does RT create the account itself. When the users are autocreated, how does RT append the username to the proper suffix to create an email address ? Is there a setting in config.pm for this ? If anyone has done this, and can offer any advice, I would appreciate it. Reg. __________________________________ Do you Yahoo!? Yahoo! Finance Tax Center - File online. File on time. http://taxes.yahoo.com/filing.html From kmoran at servecentric.com Tue Mar 23 12:38:29 2004 From: kmoran at servecentric.com (Kevin Moran) Date: Tue, 23 Mar 2004 17:38:29 -0000 Subject: [rt-users] Apache user reponder to emails Message-ID: Has anyone else had the problem where replies from the RT system have the user apache as the responder? Thanks, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From rick.rezinas at qsent.com Tue Mar 23 12:53:19 2004 From: rick.rezinas at qsent.com (Rick Rezinas) Date: Tue, 23 Mar 2004 09:53:19 -0800 Subject: [rt-users] Apache user reponder to emails In-Reply-To: References: Message-ID: <1080064399.4883.80.camel@redteam> yes I have. Try sendmailpipe instead of sendmail, I think it's something to do with the perl library when you use sendmail (the RT config). rick On Tue, 2004-03-23 at 09:38, Kevin Moran wrote: > Has anyone else had the problem where replies from the RT system have > the user apache as the responder? > > Thanks, > Kevin > > > > ______________________________________________________________________ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 les at futuresource.com Tue Mar 23 12:58:45 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 23 Mar 2004 11:58:45 -0600 Subject: [rt-users] Re: One user - multiple email addresses In-Reply-To: References: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> <0baa01c410e3$4ed10bc0$fb00a8c0@office.toastedmedia.net> Message-ID: <1080064724.24342.8.camel@les-home.futuresource.com> On Tue, 2004-03-23 at 10:32, seph wrote: > > I guess my question becomes a far simply one of whether it's possible to > > have different subject prefixes per queue, but hopefully I can at least > > figure that out for myself. ;) > > not by default, rt's subject prefix is designed to be how rt finds > tickets, and knows its own. . I've seen various patches on the mailing > lists that change the behavior though. I think it would be an improvement on the email side if each queue had the option of supplying its own text portion of the subject line. Since the number is the unique identifier it shouldn't change any functionality. We have some queues used only for high-priority problems and it would be nice if the email notifications could be distinguished from the subject line while tickets are in these queues. --- Les Mikesell les at futuresource.com From les at futuresource.com Tue Mar 23 13:08:37 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 23 Mar 2004 12:08:37 -0600 Subject: [rt-users] NT authentication, account creation In-Reply-To: <20040323173508.70473.qmail@web41901.mail.yahoo.com> References: <20040323173508.70473.qmail@web41901.mail.yahoo.com> Message-ID: <1080065317.24342.16.camel@les-home.futuresource.com> On Tue, 2004-03-23 at 11:35, Reggie Nalder wrote: > We are trying to have RT authenticate to an NT domain > using mod_auth_pam, and would like to have RT accounts > created automatically when a valid NT domain user logs > in through Apache. We do not have the mailgate > configured for incoming email, and will be relying on > the web interface for login. > > I am able to authenticate via Apache when a local > Linux account is present, but I have been attempting > to allow NT domain users to login and have an account > created automatically. Winbind is running, and getent > passwd returns all users, but I could use some help > figuring out how to proceed. You don't need a unix account created for apache to permit authentication via PAM. For a RedHat based system, the /etc/pam.d/httpd file can be: #%PAM-1.0 auth required pam_stack.so service=system-auth account required pam_permit.so -- The 'auth' line checks the password and the account line say allow anything if the authentication succeeds. However, RT has it's own user database and you'll either have to add the users there or add custom code to give privileges if domain authentication succeeds. Something has been posted to do this with LDAP but I haven't seen any for SMB. --- Les Mikesell les at futuresource.com From cubic at acronis.ru Tue Mar 23 13:25:34 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 23 Mar 2004 21:25:34 +0300 Subject: [rt-users] [wiki] Updated article with chapter about custom fields Message-ID: <4060811E.9050009@acronis.ru> Hello, all. http://wiki.bestpractical.com/cgi-bin/index.cgi?WriteCustomAction Vincent, I hope this chapter and article would help you with CFs. Best regards. Ruslan. PS: Spell cleanups are wellcome. Suggestions? From seph at directionless.org Tue Mar 23 13:49:41 2004 From: seph at directionless.org (seph) Date: Tue, 23 Mar 2004 13:49:41 -0500 Subject: [rt-users] Re: NT authentication, account creation In-Reply-To: <20040323173508.70473.qmail@web41901.mail.yahoo.com> (Reggie Nalder's message of "Tue, 23 Mar 2004 09:35:08 -0800 (PST)") References: <20040323173508.70473.qmail@web41901.mail.yahoo.com> Message-ID: > We are trying to have RT authenticate to an NT domain > using mod_auth_pam, and would like to have RT accounts > created automatically when a valid NT domain user logs > in through Apache. > When the users are autocreated, how does RT append the > username to the proper suffix to create an email > address ? Is there a setting in config.pm for this ? as was said, you don't need to try to create local linux accounts for people. You'll almost certainly want to overlay the Interfaces/Web file to redefine WebExternalAutoInfo to something appropriate in your environment. seph From seph at directionless.org Tue Mar 23 13:50:58 2004 From: seph at directionless.org (seph) Date: Tue, 23 Mar 2004 13:50:58 -0500 Subject: [rt-users] Re: Apache user reponder to emails In-Reply-To: (Kevin Moran's message of "Tue, 23 Mar 2004 17:38:29 -0000") References: Message-ID: > Has anyone else had the problem where replies from the RT system have > the user apache as the responder? Do you mean the From header, or the Sender header? Either way, check the faq and the mailing list archives. This is a frequent question. seph From escualawork at yahoo.com Tue Mar 23 15:15:55 2004 From: escualawork at yahoo.com (Reggie Nalder) Date: Tue, 23 Mar 2004 12:15:55 -0800 (PST) Subject: [rt-users] Re: NT authentication, account creation Message-ID: <20040323201555.91926.qmail@web41905.mail.yahoo.com> I have found that I need to have a Linux account to authenticate with Apache. Once authenticated, the RT login screen will be a "dead" interface unless I create an RT user with the same userID as the domain account and Linux account. I would like to know how to authenticate to the domain without a linux account, and also how can RT create an RT user from simply a succesful Apache domain authentication. Does autocreate only work when an email comes in ? We are only going to allow users to input tickets through the web interface. This is what I have in /etc/pam.d/httpd auth required /lib/security/pam_smb_auth.so debug auth required /lib/security/pam_permit.so __________________________________ Do you Yahoo!? Yahoo! Finance Tax Center - File online. File on time. http://taxes.yahoo.com/filing.html From seph at directionless.org Tue Mar 23 15:31:18 2004 From: seph at directionless.org (seph) Date: Tue, 23 Mar 2004 15:31:18 -0500 Subject: [rt-users] Re: NT authentication, account creation In-Reply-To: <20040323201555.91926.qmail@web41905.mail.yahoo.com> (Reggie Nalder's message of "Tue, 23 Mar 2004 12:15:55 -0800 (PST)") References: <20040323201555.91926.qmail@web41905.mail.yahoo.com> Message-ID: > I have found that I need to have a Linux account to > authenticate with Apache. then you're doing something wrong. try starting simpler, can you protect a directory of simple html? a test cgi script? > Once authenticated, the RT login screen will be a "dead" interface > unless I create an RT user with the same userID as the domain > account and Linux account. I'm not sure what you mean. My best guess is that the autocreate stuff is failing. perhaps WebExternalAutoInfo is doing something, and you still need to overlay it. seph From murple at murple.net Tue Mar 23 15:46:11 2004 From: murple at murple.net (Craig Schenk) Date: Tue, 23 Mar 2004 15:46:11 -0500 (EST) Subject: [rt-users] AutoTake for RT3 In-Reply-To: <20040323170016.E281A1141A@pallas.eruditorum.org> Message-ID: We're using this to automagically assign tickets to one of the queue's AdminCc's randomly when tickets get created. *** Custom action preparation code: my $retval = undef; if ( defined( $self->TicketObj->OwnerObj->id ) ){ if( $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id ) { $retval = 1; } } *** Custom action cleanup code: my $retval = undef; my $watchers = $self->TicketObj->QueueObj->AdminCc; my $accm = $watchers->MembersObj; my $numWatchers = 0; # Grab emails of AdminCc objects and shove in array my @lottery; while (my $admincc = $accm->Next) { # We only want AdminCc's that are users, not groups my $email = $admincc->MemberObj->Object->EmailAddress; my $isuser = $admincc->MemberObj->IsUser; if ($isuser) { $numWatchers++; push(@lottery, $email); } } # Pick a lucky watcher my $winner = $lottery[ int(rand(@lottery)) ]; my $user = new RT::User(RT::SystemUser); $user->LoadByEmail($winner); my $id = $user->Id; # Give the winner a prize $retval = $self->TicketObj->SetOwner($id); return($retval); From les at futuresource.com Tue Mar 23 16:25:15 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 23 Mar 2004 15:25:15 -0600 Subject: [rt-users] Re: NT authentication, account creation In-Reply-To: <20040323201555.91926.qmail@web41905.mail.yahoo.com> References: <20040323201555.91926.qmail@web41905.mail.yahoo.com> Message-ID: <1080077115.24932.4.camel@les-home.futuresource.com> On Tue, 2004-03-23 at 14:15, Reggie Nalder wrote: > I have found that I need to have a Linux account to > authenticate with Apache. > This is what I have in /etc/pam.d/httpd > > auth required /lib/security/pam_smb_auth.so debug > auth required /lib/security/pam_permit.so ^^^^^ Change this to 'account' to eliminate the need for a Linux account (only on the 2nd line). You still need the RT account or something to autocreate it. I've done mine by hand because most had already been autocreated by email with slighly incorrect entries before I gave them login permission. --- Les Mikesell les at futuresource.com From pdh at snapgear.com Tue Mar 23 16:55:17 2004 From: pdh at snapgear.com (Phil Homewood) Date: Wed, 24 Mar 2004 07:55:17 +1000 Subject: [rt-users] Re: One user - multiple email addresses In-Reply-To: <1080064724.24342.8.camel@les-home.futuresource.com> References: <070001c410cf$b4d35540$fb00a8c0@office.toastedmedia.net> <0baa01c410e3$4ed10bc0$fb00a8c0@office.toastedmedia.net> <1080064724.24342.8.camel@les-home.futuresource.com> Message-ID: <20040323215516.GO744@bne.snapgear.com> Les Mikesell wrote: > I think it would be an improvement on the email side if > each queue had the option of supplying its own text > portion of the subject line. Since the number is the > unique identifier it shouldn't change any functionality. The number is only unique within an RT instance. The rtname part is required to distinguish tickets belonging to different RT instances. There's nothing wrong with *adding* subject tags per-queue, though, and it's even doable by editing only the templates. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From kylist at shcorp.com Tue Mar 23 18:17:51 2004 From: kylist at shcorp.com (Kurt Yoder) Date: Tue, 23 Mar 2004 18:17:51 -0500 (EST) Subject: [rt-users] sorting custom fields Message-ID: <51431.10.10.1.71.1080083871.squirrel@webmailtest.shcorp.com> So I noticed several posts already about sorting on custom field values. Has anyone figured out how to do this who would be willing to share their code with me? -- Kurt Yoder Sport & Health network administrator From girgen at pingpong.net Tue Mar 23 18:19:46 2004 From: girgen at pingpong.net (Palle Girgensohn) Date: Wed, 24 Mar 2004 00:19:46 +0100 Subject: [rt-users] Error when adding (admin-)Cc:s Message-ID: <62890000.1080083986@palle.girgensohn.se> Hi, i get SQL error when clicking Configuration -> Queues -> Watchers Here's the postgresql log. Nothing in RT's log. If I try to add an AdminCC or Cc to the queue, I get "Group not found" in the web gui. It only fails for one group, and I can create new ones, so I'm OK, but something was apparently bad when I first installed RT and created this queue, which has not been used yet. /Palle Mar 23 22:16:33 banan postgres[58019]: [560-1] LOG: statement: Mar 23 22:16:33 banan postgres[58019]: [561-1] LOG: duration: 1.455 ms Mar 23 22:16:33 banan postgres[58019]: [562-1] LOG: statement: Mar 23 22:16:33 banan postgres[58019]: [563-1] LOG: duration: 0.938 ms Mar 23 22:16:33 banan postgres[58019]: [564-1] LOG: statement: SET TIME ZONE 'GMT' Mar 23 22:16:33 banan postgres[58019]: [565-1] LOG: duration: 1.321 ms Mar 23 22:16:33 banan postgres[58019]: [566-1] LOG: statement: SET DATESTYLE TO 'ISO' Mar 23 22:16:33 banan postgres[58019]: [567-1] LOG: duration: 1.150 ms Mar 23 22:16:33 banan postgres[58019]: [568-1] LOG: statement: Mar 23 22:16:33 banan postgres[58019]: [569-1] LOG: duration: 1.414 ms Mar 23 22:16:33 banan postgres[58019]: [570-1] LOG: statement: Mar 23 22:16:33 banan postgres[58019]: [570-2] SELECT a_session FROM sessions WHERE id = '78cd1e90b5316b42c247fc657b88fc6b' FOR UPDATE Mar 23 22:16:33 banan postgres[58019]: [571-1] LOG: duration: 2.626 ms Mar 23 22:16:33 banan postgres[58019]: [572-1] LOG: statement: SELECT * FROM Users WHERE id = '22' Mar 23 22:16:33 banan postgres[58019]: [573-1] LOG: duration: 3.565 ms Mar 23 22:16:33 banan postgres[58019]: [574-1] LOG: statement: SELECT * FROM Groups WHERE Type ILIKE 'Privileged' AND Domain ILIKE 'SystemInternal' Mar 23 22:16:33 banan postgres[58019]: [575-1] LOG: duration: 27.330 ms Mar 23 22:16:34 banan postgres[58019]: [576-1] LOG: statement: SELECT * FROM Principals WHERE PrincipalType ILIKE 'User' AND ObjectId = '22' Mar 23 22:16:34 banan postgres[58019]: [577-1] LOG: duration: 2.677 ms Mar 23 22:16:34 banan postgres[58019]: [578-1] LOG: statement: SELECT * FROM GroupMembers WHERE GroupId = '4' AND MemberId = '22' Mar 23 22:16:34 banan postgres[58019]: [579-1] LOG: duration: 11.007 ms Mar 23 22:16:34 banan postgres[58019]: [580-1] LOG: statement: SELECT * FROM Groups WHERE Type ILIKE 'Cc' AND Instance = '5' AND Domain ILIKE 'RT::Queue-Role' Mar 23 22:16:34 banan postgres[58019]: [581-1] LOG: duration: 30.448 ms Mar 23 22:16:34 banan postgres[58019]: [582-1] LOG: statement: SELECT count(main.id) FROM GroupMembers main WHERE ((main.GroupId = )) Mar 23 22:16:34 banan postgres[58019]: [583-1] ERROR: syntax error at or near ")" at character 71 Mar 23 22:16:34 banan postgres[58019]: [583-2] STATEMENT: SELECT count(main.id) FROM GroupMembers main WHERE ((main.GroupId = )) Mar 23 22:16:34 banan postgres[58019]: [584-1] LOG: statement: SELECT * FROM Groups WHERE Type ILIKE 'AdminCc' AND Instance = '5' AND Domain ILIKE 'RT::Queue-Role' Mar 23 22:16:34 banan postgres[58019]: [585-1] LOG: duration: 31.811 ms Mar 23 22:16:34 banan postgres[58019]: [586-1] LOG: statement: SELECT count(main.id) FROM GroupMembers main WHERE ((main.GroupId = )) Mar 23 22:16:34 banan postgres[58019]: [587-1] ERROR: syntax error at or near ")" at character 71 Mar 23 22:16:34 banan postgres[58019]: [587-2] STATEMENT: SELECT count(main.id) FROM GroupMembers main WHERE ((main.GroupId = )) From vinita at cs.mu.OZ.AU Tue Mar 23 19:13:42 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Wed, 24 Mar 2004 11:13:42 +1100 Subject: [rt-users] Re: Help With Apache Configuration References: <20040323150626.I32859@nemesis.eahd.or.ug> Message-ID: <4060D2B6.3090902@cs.mu.oz.au> FYI you could make your apachectl to read a specify conf file (if you have many) by changing apachectl # the path to your httpd binary, including options if necessary HTTPD="/bin/httpd -f /httpd.conf" # Wilson Abigaba wrote: >Hi Philip > >Change the /usr/local/apache/conf >After your changes, run the command >apachectl restart >as root and everything should be fine. > >By the way, ***what is in /etc/httpd.conf and how did it come about?*** >You may be trying to run two apaches and you'll definately get no good >results. >Regards, >Wilson > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au From jason at kavi.com Tue Mar 23 20:38:37 2004 From: jason at kavi.com (Jason Grigsby) Date: Tue, 23 Mar 2004 17:38:37 -0800 Subject: [rt-users] Using Local Time for Due Date Message-ID: I noticed that when tickets are created, that the time zone the due date is set to GMT instead of local time zone. This is a bit confusing because the rest of the interface shows times according to local time. I'm running RT 3.08. The relevant code in Create.html is: if ($QueueObj->DefaultDueIn) { my $default_due = RT::Date->new($session{'CurrentUser'}); $default_due->SetToNow(); $default_due->AddDays($QueueObj->DefaultDueIn); $ARGS{'Due'} = $default_due->ISO(); } Looking at Date.pm for The relevant code in Date.pm states: sub SetToNow { my $self = shift; return($self->Set(Format => 'unix', Value => time)) } I just took a look at 3.0.9, and it appears that this code is still the same. The question I have are a couple: 1. How can I modify the code so that it displays local time instead of GMT? I tried looking at the other areas of Date.pm where it sets local time, but I'll admit that Perl isn't my best language. 2. If I display local time and the user sets the due date in local time, will RT assume that the due date is GMT when the form is posted? Surprisingly, I think the answer here is no. I think RT is expecting local time instead of GMT, but I'm having trouble tracking down the relevant code. Thank You, Jason From rodolfo at pilas.biz Tue Mar 23 21:57:54 2004 From: rodolfo at pilas.biz (Rodolfo Pilas) Date: Tue, 23 Mar 2004 23:57:54 -0300 Subject: [rt-users] Default language Message-ID: <4060F932.9080306@pilas.biz> I have search the list and documentation and I have not found how to set default language for new users. I try to set RT_SiteConfig.pm in monolanguage (as somebody recomended) but do not works to me: @LexiconLanguages = qw(es) unless (@LexiconLanguages); but I wish to force default lang to es, and also support pt_br and en too. Can you give me some tip? -- --- Rodolfo Pilas Quien los puso a estos tipos donde estan, rodolfo at pilas.biz Quien los deja seguir en su lugar, http://rodolfo.pilas.net Quien los baja ahora de su altar, Yahoo ID: ysidorito Quien les paga para que hagan lo que haran http://xtralinux.org -=# Apocalipsis Now % Cuarteto de Nos #=- Public GnuPG key: http://www.keyserver.net 1024D/57153363 2001-06-02 key fingerprint = DAAE 3246 3F7D A420 B7A0 48A5 D120 C773 5715 3363 From phillip at reportstar.net Tue Mar 23 21:22:04 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Tue, 23 Mar 2004 21:22:04 -0500 Subject: [rt-users] HELP WITH LOGIN Message-ID: <4060F0CC.7010904@reportstar.net> I'm using a box with the following:- Redhat 9.0 RT-3.0.9 PERL-5.8.0 I get the login screen but when i try to login errror i still get the same page and it says wrong password or user name. -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From murple at murple.net Tue Mar 23 15:46:11 2004 From: murple at murple.net (Craig Schenk) Date: Tue, 23 Mar 2004 15:46:11 -0500 (EST) Subject: [rt-users] AutoTake for RT3 In-Reply-To: <20040323170016.E281A1141A@pallas.eruditorum.org> Message-ID: We're using this to automagically assign tickets to one of the queue's AdminCc's randomly when tickets get created. *** Custom action preparation code: my $retval = undef; if ( defined( $self->TicketObj->OwnerObj->id ) ){ if( $self->TicketObj->OwnerObj->Id == $RT::Nobody->Id ) { $retval = 1; } } *** Custom action cleanup code: my $retval = undef; my $watchers = $self->TicketObj->QueueObj->AdminCc; my $accm = $watchers->MembersObj; my $numWatchers = 0; # Grab emails of AdminCc objects and shove in array my @lottery; while (my $admincc = $accm->Next) { # We only want AdminCc's that are users, not groups my $email = $admincc->MemberObj->Object->EmailAddress; my $isuser = $admincc->MemberObj->IsUser; if ($isuser) { $numWatchers++; push(@lottery, $email); } } # Pick a lucky watcher my $winner = $lottery[ int(rand(@lottery)) ]; my $user = new RT::User(RT::SystemUser); $user->LoadByEmail($winner); my $id = $user->Id; # Give the winner a prize $retval = $self->TicketObj->SetOwner($id); return($retval); From autrijus at autrijus.org Wed Mar 24 05:29:27 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 24 Mar 2004 18:29:27 +0800 Subject: [rt-users] timeline for RTWin with inbound mail support? In-Reply-To: <30D0F22BE0464E4F98580F12FD65D7A8343A5D@exch.redlands.edu> References: <30D0F22BE0464E4F98580F12FD65D7A8343A5D@exch.redlands.edu> Message-ID: <20040324102927.GB3363@aut.dyndns.org> On Mon, Mar 22, 2004 at 08:24:19AM -0800, Niedens, Travis wrote: > I've been waiting over 3 months myself. We upgraded to RT 3.0.9 for email > out and it is far from stable in my opinion. Honestly, a port should have > all of the basic features right out of the gate. Email in/out is one of the > most critical features of RT. We are considering moving the the *NIX > version right now. *NIX is RT's native platform, so I'd certainly recommend it over Win32. On the other hand, after discussing with Jesse, we discovered that incoming mail (POP3/IMAP) support can be easily achieved with "fetchmail". You can download fetchmail from the GNUWin32 project, and set it up according to the RT FAQ (http://www-zeuthen.desy.de/ape/rt/docs/rt-FAQ.html): # .fetchmailrc poll mail.yourdomain.com proto pop3: username rt password ***** mda "/path/to/perl.exe /path/to/rt-mailgate rt correspond" Run "fetchmail -d 300" to have fetchmail run every 300 seconds as a daemon to check for mail on the mail server. You may want to put this into a startup script. Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From phillip at reportstar.net Wed Mar 24 01:16:46 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Wed, 24 Mar 2004 01:16:46 -0500 Subject: [rt-users] Help with mail Message-ID: <406127CE.8010605@reportstar.net> I have finally managed to login to webrt and and i created users so i can send out replyes and comments and i can create tickets from the web interface but what i want to know is if i send request to webrt from my email i can't see the request on the webrt and i can't get the reply with the ticket number. So how do i get mail send to webrt via email? I'm using a box with the following:- Redhat 9.0 RT-3.0.9 PERL-5.8.0 -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Wed Mar 24 01:19:59 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Wed, 24 Mar 2004 01:19:59 -0500 Subject: [rt-users] Help with Webrt Interface Message-ID: <4061288F.7060401@reportstar.net> I'm using a box with the following:- Redhat 9.0 RT-3.0.9 PERL-5.8.0 How do i get myclients to see the webrt interface without being ask to log on, cause i want my client to create tickets using the webrt interface? I don't want webrt to ask each and every client to log I want rt to only ask staff memebers to log in not clients using webrt interface. -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From bauer at dmsb.de Wed Mar 24 07:27:59 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Wed, 24 Mar 2004 13:27:59 +0100 Subject: [rt-users] Scrip9 (autoresponse after ticket is resolved) fails with no Recipient Message-ID: <7A89E0296B649C4AAFD251222B1492905026B8@dmsbsrv1.intranet.dmsb.de> Hi, I just realized that my scrip9 (which is responsible for sending emails to clients, if the tickets status changes to 'resolved') is not working properly. The status is changed (which is not part of scrip9, but this point is working) but the email is not send. syslog reports Mar 24 13:04:39 dmsbsrv5 RT: #35/230 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) Mar 24 13:04:39 dmsbsrv5 RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) The client and admincc have valid addresses and are registered in this example-ticket (#35). I have atm absolutely no idea where this fails or is missing information. well ok, it fails in SendEmail:257, but if I dump the MIMEObj with data-dumper I only get those email addresses 'In-Reply-To: 'Message-Id: 'Reply-To: rt-allgemein at ticket.intranet.dmsb.de 'RT-Originator: bauer at dmsb.de 'From: "Felix Bauer via RT" but this is missing the To-field. In fact I don't have a clue and would appreciate any help... cheers -fe -------------- next part -------------- An HTML attachment was scrubbed... URL: From david at cogley.com Wed Mar 24 08:01:26 2004 From: david at cogley.com (david at cogley.com) Date: Wed, 24 Mar 2004 13:01:26 GMT Subject: [rt-users] RTFM Message-ID: <20040324130126.2845AAFAE5@gibraltar.basespace.net> Am I correct in assuming that: 1) RTFM is meant for internal use as a source for FAQs which can be pasted into RT ticket responses. 2) RTFM is not meant as a tool to display FAQs to the general public. 3) To view FAQs from RTFM, one must be an RT superuser. From say_ten at multiplay.co.uk Wed Mar 24 08:06:10 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Wed, 24 Mar 2004 13:06:10 +0000 Subject: [rt-users] RTFM In-Reply-To: <20040324130126.2845AAFAE5@gibraltar.basespace.net> References: <20040324130126.2845AAFAE5@gibraltar.basespace.net> Message-ID: <406187C2.9010809@multiplay.co.uk> RTFM carries seperate permissions. If you edit the RTFM configuration options as a superuser you can give permission to other groups and users. david at cogley.com wrote: > Am I correct in assuming that: > 1) RTFM is meant for internal use as a source for FAQs which can be > pasted into RT ticket responses. > 2) RTFM is not meant as a tool to display FAQs to the general public. > 3) To view FAQs from RTFM, one must be an RT superuser. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- With regards, Say_Ten ================================================ This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137 or return the E.mail to postmaster at multiplay.co.uk. From M.B.Norton at bath.ac.uk Wed Mar 24 08:24:26 2004 From: M.B.Norton at bath.ac.uk (Max Norton) Date: Wed, 24 Mar 2004 13:24:26 +0000 Subject: [rt-users] RTFM In-Reply-To: <20040324130126.2845AAFAE5@gibraltar.basespace.net> References: <20040324130126.2845AAFAE5@gibraltar.basespace.net> Message-ID: <200403241324.26392.M.B.Norton@bath.ac.uk> Hi, We've just started using RTFM ourselves. > Am I correct in assuming that: > > 1) RTFM is meant for internal use as a source for FAQs which can be pasted > into RT ticket responses. This is where it excels, it gives you an article base of frequent answers which saves you from typing the same answer again and again. It just saves you from copying and pasting the answer, the mechanism's basically the same so once you've inserted an article into your message reply it can be edited to fit the request. > 2) RTFM is not meant as a tool to display FAQs to the general public. There's absolutely nothing stopping it from doing so, you can make articles available to everyone. > 3) To view FAQs from RTFM, one must be an RT superuser. You just need to add some rights, only superuser has access by default. You need to add rights within the class configuration and the custom fields configuration for the custom fields you're using with that class. We tend to use groups as they're so easy to administer, so we've added SeeClass and ShowArticle rights to the group. Under group configuration/custom fields we've enabled a couple of custom fields for that class, go to configuration/custom fields/group rights and give the same group the ShowCustomField right. The group now has read only access, just add more rights as needed. Regards, Max Norton University of Bath Computing Services From dimitry.faynerman at hypermediasystems.com Wed Mar 24 10:13:51 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Wed, 24 Mar 2004 07:13:51 -0800 Subject: [rt-users] Help with Webrt Interface In-Reply-To: <4061288F.7060401@reportstar.net> Message-ID: <001601c411b2$a0d82ff0$2801a8c0@DimitryFaynerman> You can assign username and password in /html/Login script -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phillip Leremi Sent: Tuesday, March 23, 2004 10:20 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with Webrt Interface I'm using a box with the following:- Redhat 9.0 RT-3.0.9 PERL-5.8.0 How do i get myclients to see the webrt interface without being ask to log on, cause i want my client to create tickets using the webrt interface? I don't want webrt to ask each and every client to log I want rt to only ask staff memebers to log in not clients using webrt interface. -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From phillip at reportstar.net Wed Mar 24 04:52:13 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Wed, 24 Mar 2004 04:52:13 -0500 Subject: [rt-users] Help with queues and fetchmail Message-ID: <40615A4D.3040102@reportstar.net> I'm using a box with the following:- Redhat 9.0 RT-3.0.9 PERL-5.8.0 I hace 4 queues namely hardware,support,sales and networking and my correspond address is whatever at example.com so what i want to know is how do I configure rt so that if mail is send to whatever at example.com and it's a hardware request to go to the hardware queue and if it's for support to go the support queue. -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From pjsm at fct.unl.pt Wed Mar 24 10:59:36 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Wed, 24 Mar 2004 15:59:36 +0000 (WET) Subject: [rt-users] Help with mail In-Reply-To: <406127CE.8010605@reportstar.net> References: <406127CE.8010605@reportstar.net> Message-ID: On Wed, 24 Mar 2004, Phillip Leremi wrote: > So how do i get mail send to webrt via email? Setup rt-mailgate! see "SETTING UP THE MAIL GATEWAY" http://www.bestpractical.com/rt/docs/3.0/2install.txt -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From bauer at dmsb.de Wed Mar 24 11:00:40 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Wed, 24 Mar 2004 17:00:40 +0100 Subject: [rt-users] Help with queues and fetchmail Message-ID: <7A89E0296B649C4AAFD251222B1492905026D2@dmsbsrv1.intranet.dmsb.de> where's the point to fetchmail? read the RT-doc about the mailgateway, its not even a whole site and explains _exactly_ how to do that... [felix at dmsbsrv5](~)|16:57:50|> grep rt /etc/mail/aliases rt-hardware: "|/opt/rt3/bin/rt-mailgate --queue Hardware --action correspond --url http://url" rt-khardware: "|/opt/rt3/bin/rt-mailgate --queue Hardware --action comment --url http://url" rt-navision: "|/opt/rt3/bin/rt-mailgate --queue Navision --action correspond --url http://url" rt-knavision: "|/opt/rt3/bin/rt-mailgate --queue Navision --action comment --url http://url" .... > -----Urspr?ngliche Nachricht----- > Von: Phillip Leremi [mailto:phillip at reportstar.net] > Gesendet: Mittwoch, 24. M?rz 2004 10:52 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] Help with queues and fetchmail > > I'm using a box with the following:- > > Redhat 9.0 > RT-3.0.9 > PERL-5.8.0 > I hace 4 queues namely hardware,support,sales and networking and my > correspond address is whatever at example.com so what i want to know is > how do I configure rt so that if mail is send to whatever at example.com > and it's a hardware request to go to the hardware queue and if it's for > support to go the support queue. > > -- > Kind Regards, > Phillip > Phillip Leremi > Tel: 011 884 7633 > Fax: 011 883 5805 > phillip at reportstar.net > www.reportstar.net > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Wed Mar 24 10:12:20 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 24 Mar 2004 10:12:20 -0500 Subject: [rt-users] Scrip9 (autoresponse after ticket is resolved) fails with no Recipient In-Reply-To: <7A89E0296B649C4AAFD251222B1492905026B8@dmsbsrv1.intranet.dmsb.de> References: <7A89E0296B649C4AAFD251222B1492905026B8@dmsbsrv1.intranet.dmsb.de> Message-ID: <20040324151220.GJ4373@chaka.net> What is your setting in RT_SiteConfig.pm for $NotifyActor? # By default RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); On Wed, Mar 24, 2004 at 01:27:59PM +0100, Bauer, Felix wrote: > Hi, > > > > I just realized that my scrip9 (which is responsible for sending emails > to clients, if the tickets status changes > > to 'resolved') is not working properly. The status is changed (which is > not part of scrip9, but this point is working) > > but the email is not send. > > > > syslog reports > > > > Mar 24 13:04:39 dmsbsrv5 RT: > #35/230 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > > Mar 24 13:04:39 dmsbsrv5 RT: > No recipients found. Not sending. > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > > > The client and admincc have valid addresses and are registered in this > example-ticket (#35). I have atm absolutely > > no idea where this fails or is missing information. well ok, it fails in > SendEmail:257, but if I dump the MIMEObj with data-dumper > > I only get those email addresses > > > > 'In-Reply-To: > > 'Message-Id: > > 'Reply-To: rt-allgemein at ticket.intranet.dmsb.de > > 'RT-Originator: bauer at dmsb.de > > 'From: "Felix Bauer via RT" > > > > > but this is missing the To-field. In fact I don't have a clue and would > appreciate any help... > > > > cheers > > -fe > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pjsm at fct.unl.pt Wed Mar 24 11:15:51 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Wed, 24 Mar 2004 16:15:51 +0000 (WET) Subject: [rt-users] Scrip9 (autoresponse after ticket is resolved) fails with no Recipient In-Reply-To: <7A89E0296B649C4AAFD251222B1492905026B8@dmsbsrv1.intranet.dmsb.de> References: <7A89E0296B649C4AAFD251222B1492905026B8@dmsbsrv1.intranet.dmsb.de> Message-ID: On Wed, 24 Mar 2004, Bauer, Felix wrote: > I just realized that my scrip9 (which is responsible for sending emails > to clients, if the tickets status changes to 'resolved') is not working > properly. The status is changed (which is not part of scrip9, but this > point is working) > > but the email is not send. I had a similar situation with Scrip 2 (Autoreply)... the email passed to a list manager before arriving to RT, and it had a header: Precedence: bulk which is trapped by the function CheckForAutoGenerated (RT/Interface/Email.pm), and adds the header line 'RT-Squelch-Replies-To' with the email address, and when it arrives to RT/Action/SendEmail.pm the email address is discarded thus not sending the email. This is only one possibility, check if the message has a header line like 'Precedence: bulk' or 'Precedence: junk'. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From Travis_Niedens at redlands.edu Wed Mar 24 11:33:59 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Wed, 24 Mar 2004 08:33:59 -0800 Subject: [rt-users] RE: 3.0.9 issues Message-ID: <30D0F22BE0464E4F98580F12FD65D7A8343A7B@exch.redlands.edu> Jesse, Do you offer commercial support for the Windows port? Thanks, Travis -----Original Message----- From: Autrijus Tang [mailto:autrijus at autrijus.org] Sent: Wednesday, March 24, 2004 2:16 AM To: Niedens, Travis Cc: Autrijus Tang Subject: Re: 3.0.9 issues On Tue, Mar 23, 2004 at 10:40:21AM -0800, Niedens, Travis wrote: > I am still having the issues I emailed you about last week. Will this > be resolved or shall I look elsewhere for help? It could be resolved by 3.0.10 (due this weekend), but you may also mail Jesse for guaranteed, commercial support. Thanks, /Autrijus/ From david at cogley.com Wed Mar 24 12:22:56 2004 From: david at cogley.com (david at cogley.com) Date: Wed, 24 Mar 2004 17:22:56 GMT Subject: [rt-users] Mail Gateway Setup Message-ID: <20040324172256.C6D43AFBD7@gibraltar.basespace.net> I've added "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/" on a RedHat 8.0 installation. When I run "newaliases", I get "cannot alias non-local names" Is there a suggested workaround? Is there something in my sendmail.mc file which causes this? David Cogley From Robert.Grasso at cedrat.com Wed Mar 24 12:30:25 2004 From: Robert.Grasso at cedrat.com (Robert Grasso) Date: Wed, 24 Mar 2004 18:30:25 +0100 Subject: [rt-users] Mail Gateway Setup In-Reply-To: <20040324172256.C6D43AFBD7@gibraltar.basespace.net> Message-ID: you forgot the first part of the alias declaration : somename : "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://localhost/" .-. Robert GRASSO - CEDRAT S.A. /v\ 10, Chemin de Pre Carre - ZIRST - 38246 MEYLAN Cedex - FRANCE // \\ Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 /( )\ mailto:Robert.Grasso at cedrat.com ^^-^^ UNIX was not designed to stop you from doing stupid things, because that would also stop you from doing clever things. -- Doug Gwyn --- Support service : mailto:support at cedrat.com Commercial service : mailto:cedrat at cedrat.com Web site : http://www.cedrat.com > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of > david at cogley.com > Sent: Wednesday, March 24, 2004 6:23 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Mail Gateway Setup > > > I've added > > "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url > http://localhost/" > > on a RedHat 8.0 installation. When I run "newaliases", I get > > "cannot alias non-local names" > > Is there a suggested workaround? > Is there something in my sendmail.mc file which causes this? > > David Cogley > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From autrijus at autrijus.org Wed Mar 24 12:34:34 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 25 Mar 2004 01:34:34 +0800 Subject: [rt-users] POP3 mailgate on Win32. Message-ID: <4061C6AA.3000606@autrijus.org> Thanks to Jesse's suggestions, I've made available a installer that integrates POP3 (and perhaps IMAP) accounts to the RT mailgate: http://dist.ourinet.com/oin-fetchmail-6.2.5.exe 1,826,506 bytes After installation, please look at this file: C:\Program Files\OurInternet\Common\fetchmail\README.txt for how to set things up. It assumes a RT-Win32 installation on the same machine at port 8284. You may need to add " ssl " before " mda " in the config file if you're using POP3+SSL instead of POP3. Please consult the fetchmail homepage for more configuration options. Thanks, /Autrijus/ From kpietri at nvps.net Wed Mar 24 13:12:10 2004 From: kpietri at nvps.net (Karl Pietri) Date: Wed, 24 Mar 2004 13:12:10 -0500 Subject: [rt-users] POP3 mailgate on Win32. References: <4061C6AA.3000606@autrijus.org> Message-ID: <0ad101c411cb$8847b2d0$0202010a@hslantech> Just a suggestion: might want to throw this up on the wiki for other future win rt users. -Karl Pietri ----- Original Message ----- From: "Autrijus Tang" To: Sent: Wednesday, March 24, 2004 12:34 PM Subject: [rt-users] POP3 mailgate on Win32. > Thanks to Jesse's suggestions, I've made available a installer that > integrates POP3 (and perhaps IMAP) accounts to the RT mailgate: > > http://dist.ourinet.com/oin-fetchmail-6.2.5.exe > 1,826,506 bytes > > After installation, please look at this file: > C:\Program Files\OurInternet\Common\fetchmail\README.txt > > for how to set things up. It assumes a RT-Win32 installation on the > same machine at port 8284. > > You may need to add " ssl " before " mda " in the config file if you're > using POP3+SSL instead of POP3. Please consult the fetchmail homepage > for more configuration options. > > Thanks, > /Autrijus/ > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From TylerH at natr.com Wed Mar 24 13:11:05 2004 From: TylerH at natr.com (Tyler Hepworth) Date: Wed, 24 Mar 2004 11:11:05 -0700 Subject: [rt-users] RTFM Error: Permission Denied Message-ID: <1FA38D3D58DDD211B18300A024B358C00A2D574F@corp-exchange> I can create an article in RTFM as a non-root user, but cannot view the article after it has been created. I get the message "RTFM Error: Permission Denied". The user inherits its rights from a group. I have given the group ALL rights for both the class and the custom fields. Even with all rights, I still get the message. The only users that can view articles are ones with "superuser" status. Any ideas? Thanks, Tyler Hepworth From cdriscoll at cfutilities.com Wed Mar 24 13:26:40 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Wed, 24 Mar 2004 12:26:40 -0600 Subject: [rt-users] Attachment problems Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E1@cfu11.cfu.local> Hi, I posted a little while back about not being able to open any attachments in RT. If a user sends an email to the RT system with a file attachment (typically .doc format), it appears in the ticket but I get a permissions error when trying to open it. I had been running RT 3.0.8 and Perl 5.8.0, but someone recommended I upgrade to latest version of RT (3.0.9) and Perl (5.8.3). This however did not fix my problem and I am out of ideas. If anyone could provide any information on where I might start looking I would appreciate it. -- Thanks, Curt -------------- next part -------------- An HTML attachment was scrubbed... URL: From autrijus at autrijus.org Wed Mar 24 13:30:24 2004 From: autrijus at autrijus.org (Autrijus Tang) Date: Thu, 25 Mar 2004 02:30:24 +0800 Subject: [rt-users] POP3 mailgate on Win32. In-Reply-To: <0ad101c411cb$8847b2d0$0202010a@hslantech> References: <4061C6AA.3000606@autrijus.org> <0ad101c411cb$8847b2d0$0202010a@hslantech> Message-ID: <20040324183023.GA6854@aut.dyndns.org> On Wed, Mar 24, 2004 at 01:12:10PM -0500, Karl Pietri wrote: > Just a suggestion: might want to throw this up on the wiki for other future > win rt users. I did, as "POP3Mailgate". Feel free to add a link or copy this mail to the rt-on-win32 node... Thanks, /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From Travis_Niedens at redlands.edu Wed Mar 24 13:41:46 2004 From: Travis_Niedens at redlands.edu (Niedens, Travis) Date: Wed, 24 Mar 2004 10:41:46 -0800 Subject: [rt-users] POP3 mailgate on Win32. Message-ID: <30D0F22BE0464E4F98580F12FD65D7A8343A84@exch.redlands.edu> Based on the emails I have seen, it looks like you and Jesse are working closer on support for the Windows port now. This is true? Thanks, Travis -----Original Message----- From: Autrijus Tang [mailto:autrijus at autrijus.org] Sent: Thursday, March 25, 2004 4:03 PM To: rt-users at lists.fsck.com Subject: [rt-users] POP3 mailgate on Win32. Thanks to Jesse's suggestions, I've made available a installer that integrates POP3 (and perhaps IMAP) accounts to the RT mailgate: http://dist.ourinet.com/oin-fetchmail-6.2.5.exe 1,826,506 bytes After installation, please look at this file: C:\Program Files\OurInternet\Common\fetchmail\README.txt for how to set things up. It assumes a RT-Win32 installation on the same machine at port 8284. You may need to add " ssl " before " mda " in the config file if you're using POP3+SSL instead of POP3. Please consult the fetchmail homepage for more configuration options. Thanks, /Autrijus/ _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Joseph_Micciche at Progressive.com Wed Mar 24 13:49:51 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 24 Mar 2004 13:49:51 -0500 Subject: [rt-users] Mail: return address vs From Message-ID: RT3.0.7_01, Perl 5.8.0, SunOS5.8 We have multiple queues in a single instance of RT on an intranet. All mail is routed properly. However, the From field is wrong on all but one queue (which is the first one we set up), but the RT mail aliases in Lotus Notes all have the proper From and return entries. For example, email into Queue B generates the autoresponse to requestor, the From field is "Queue B Requests" and the return address is queueb at rtdomain.com. OnStatusChange and OnCorrespond generate email to requestor, the return address is queueb at rtdomain.com but the From address shows "Queue A Requests" in the actual email. This happens for every queue. I have no idea where to look to change this so all email from Queues B, C, D have the proper From and return address (which is set in Queue config). Thanks for any help and sorry for the bad explanation. Joe Micciche From rt at chaka.net Wed Mar 24 13:09:13 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 24 Mar 2004 13:09:13 -0500 Subject: [rt-users] RT::Tickets vs. RT::Links Message-ID: <20040324180913.GN4373@chaka.net> When working with a Ticket object I often want to loop through all the children of a ticket or other relationship. $TicketObj->Members gives an appropriate RT::Links object, but I am usually interested in only local tickets so I have to loop through the links and find the ones where BaseURI or TargetURI IsLocal. my $links = $ticket->Members; foreach (my $link = $links->Next) { if ($link->BaseURI->IsLocal) { my $child = $link->BaseObj; $child->DoSomething; } } Thus, it seems faster to do this: my $children = new RT::Tickets( $ticket->CurrentUser ); $children->LimitMemberOf($ticket->Id); foreach (my $child = $children->Next) { $child->DoSomething; } This gives only local tickets. Any words of wisdom about which way is better or other aspects of this I have not considered? Thanks! -Todd From b.boksa at sidebysite.de Wed Mar 24 16:35:08 2004 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Wed, 24 Mar 2004 22:35:08 +0100 Subject: [rt-users] RTFM Error: Permission Denied In-Reply-To: <1FA38D3D58DDD211B18300A024B358C00A2D574F@corp-exchange> Message-ID: <1F5F0E59-7DDB-11D8-9065-00039310C34C@sidebysite.de> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Tyler, see http://rt3.fsck.com/Ticket/Display.html?id=5218 and upgrade to http://download.bestpractical.com/pub/rt/devel/RTFM-2.0.3rc9.tar.gz That fixed the problem for me. Regards, Benne Am Mittwoch, 24.03.04, um 19:11 Uhr (Europe/Paris) schrieb Tyler Hepworth: > I can create an article in RTFM as a non-root user, but cannot view the > article after it has been created. I get the message "RTFM Error: > Permission Denied". The user inherits its rights from a group. I have > given the group ALL rights for both the class and the custom fields. > Even > with all rights, I still get the message. The only users that can view > articles are ones with "superuser" status. Any ideas? > > Thanks, > > Tyler Hepworth > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > - -- Benjamin Boksa b.boksa at sidebysite.de PGP: http://www.sidebysite.de/pgp/b.boksa.asc side by site GmbH & Co. KG Druckgestaltung & Webdesign Barbarastr. 3-9 (Block 6) D-50735 Koeln Fon: +49 221 2790964 Fax: +49 221 2790965 http://www.sidebysite.de/ -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQFAYf8QR5U9XkJXZKwRAsYCAJ9rIEdizWd2hmdSTSEW1bEnESanIQCgi+dC dPx4o7zJp+7/xin3mHVBI6U= =d4Ln -----END PGP SIGNATURE----- From pdh at bestpractical.com Wed Mar 24 16:55:38 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 25 Mar 2004 07:55:38 +1000 Subject: [rt-users] Attachment problems In-Reply-To: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E1@cfu11.cfu.local> References: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E1@cfu11.cfu.local> Message-ID: <20040324215538.GH744@bne.snapgear.com> Curt Driscoll wrote: > I posted a little while back about not being able to open any > attachments in RT. If a user sends an email to the RT system with a > file attachment (typically .doc format), it appears in the ticket but I > get a permissions error when trying to open it. I had been running RT "Permissions error"? Can you elaborate? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cdriscoll at cfutilities.com Wed Mar 24 17:10:07 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Wed, 24 Mar 2004 16:10:07 -0600 Subject: [rt-users] Attachment problems Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E2@cfu11.cfu.local> Sorry. When opening the file (in this case a .doc file), the application (Word) will open up and say something like "Word experienced an error trying to open a file. Suggestions: *Check the file permissions for the document or drive *Make sure there is sufficient free memory and disk space" Also, the size of the file uploaded was about 70k, but the size showing in the RT ticket is 1.6k. So somewhere in RT the file is being corrupted. Is this clearer? Thanks for the help. -- Thanks, ========================================== Curtis M Driscoll IS Specialist Phone: 319.268.5257 Cedar Falls Utilities Mobile:319.493.0791 Cedar Falls, IA Fax: 319.266.8158 ========================================== -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Homewood Sent: Wednesday, March 24, 2004 3:56 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Attachment problems Curt Driscoll wrote: > I posted a little while back about not being able to open any > attachments in RT. If a user sends an email to the RT system with a > file attachment (typically .doc format), it appears in the ticket but I > get a permissions error when trying to open it. I had been running RT "Permissions error"? Can you elaborate? -- >|< 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 -------------- An HTML attachment was scrubbed... URL: From m.husband at leadup.com.au Wed Mar 24 17:40:30 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Thu, 25 Mar 2004 08:40:30 +1000 Subject: [rt-users] Attachment problems In-Reply-To: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E2@cfu11.cfu.local> Message-ID: <006f01c411f1$033a9d20$8f90a8c0@internal.leadup.com.au> Were the attachments you are having problems with saved before or after the upgrade? Does anyone know if the corruption problem pre-perl 5.8.3 was caused in saving or in reading the files? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Curt Driscoll Sent: Thursday, 25 March 2004 8:10 AM To: Phil Homewood; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Attachment problems Sorry. When opening the file (in this case a .doc file), the application (Word) will open up and say something like "Word experienced an error trying to open a file. Suggestions: *Check the file permissions for the document or drive *Make sure there is sufficient free memory and disk space" Also, the size of the file uploaded was about 70k, but the size showing in the RT ticket is 1.6k. So somewhere in RT the file is being corrupted. Is this clearer? Thanks for the help. -- Thanks, ========================================== Curtis M Driscoll IS Specialist Phone: 319.268.5257 Cedar Falls Utilities Mobile:319.493.0791 Cedar Falls, IA Fax: 319.266.8158 ========================================== -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Homewood Sent: Wednesday, March 24, 2004 3:56 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Attachment problems Curt Driscoll wrote: > I posted a little while back about not being able to open any > attachments in RT. If a user sends an email to the RT system with a > file attachment (typically .doc format), it appears in the ticket but I > get a permissions error when trying to open it. I had been running RT "Permissions error"? Can you elaborate? -- >|< 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: winmail.dat Type: application/ms-tnef Size: 7524 bytes Desc: not available URL: From m.husband at leadup.com.au Wed Mar 24 17:41:49 2004 From: m.husband at leadup.com.au (Mike Husband) Date: Thu, 25 Mar 2004 08:41:49 +1000 Subject: [rt-users] HELP WITH LOGIN In-Reply-To: <4060F0CC.7010904@reportstar.net> Message-ID: <007301c411f1$326be9a0$8f90a8c0@internal.leadup.com.au> I had this problem also. The default root password is 'password', not the password in the config file. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phillip > Leremi > Sent: Wednesday, 24 March 2004 12:22 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] HELP WITH LOGIN > > > I'm using a box with the following:- > > Redhat 9.0 > RT-3.0.9 > PERL-5.8.0 > > I get the login screen but when i try to login errror i still get the > same page and it says wrong password or user name. > > > -- > Kind Regards, > Phillip > Phillip Leremi > Tel: 011 884 7633 > Fax: 011 883 5805 > phillip at reportstar.net > www.reportstar.net > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From sbw at tapestry.tucson.az.us Wed Mar 24 18:01:32 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Wed, 24 Mar 2004 16:01:32 -0700 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... Message-ID: <20040324230132.GA26859@tapestry.home.net> I've got a problem with fastcgi that has shown up from time-to-time in the mailing lists. Unfortunately, I can't find any responses to the those postings! Background: I'm trying to get RT 3.0.9 running under RedHat 9 with Apache2. I've given up on mod_perl2 - while I got close (I think), I was stumped when URLs ending in directories wouldn't pick up the "index.html" file automatically; e.g. https://MY_RT_MACHINE/rt couldn't find a page to display, but https://MY_RT_MACHINE/rt/index.html worked fine (until it tries to follow any similar link). Since this worked with RT 3.0.7 and RH 9 on another machine, but not this one, it confused me enough to give fastcgi a try... [As an aside, I actually tried to fix the problem with mod_perl2 by hard coding (/opt/rt3/local is a dangerous thing...) index.html onto all the URL's that referenced directories - this allowed me to nagivate through the screens, but I kept encountering other bizarre errors that seemed unrelated, but must somehow be related] Now, when I start httpd, the httpd error_log file starts filling with the following message (repeated one per second, forever): ----------------------------------------------------------- [Wed Mar 24 15:37:40 2004] [crit] (13)Permission denied: FastCGI: can't \ create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed \ [/etc/httpd/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83] ----------------------------------------------------------- Attempts to access rt just give the infamous 'internal server error' response. Others have seen this, but if they've solved it, they haven't posted a solution that I can find (nor has anyone else posted a possible solution). As near as I can tell, the file permissions are fine, and running /opt/rt3/bin/mason_handler.fcgi as user apache by hand works just fine. Any ideas? (and an explanation why it seems to be trying to *create* /opt/rt3/bin/mason_handler.fcgi, when it already exists?) Thanks! Steve -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From vinita at cs.mu.OZ.AU Wed Mar 24 20:07:08 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Thu, 25 Mar 2004 12:07:08 +1100 Subject: [rt-users] HELP WITH LOGIN References: <007301c411f1$326be9a0$8f90a8c0@internal.leadup.com.au> Message-ID: <406230BC.7070105@cs.mu.oz.au> The config file root password is the Database root password. RT root password is 'password' it's in ...etc/initialdate ..... Name => 'root', Gecos => 'root', RealName => 'Enoch Root', Password => 'password', EmailAddress => "root\@localhost", Comments => 'SuperUser', Privileged => '1', } ); ................. Mike Husband wrote: >I had this problem also. > >The default root password is 'password', not the password in the config >file. > > >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phillip >>Leremi >>Sent: Wednesday, 24 March 2004 12:22 PM >>To: rt-users at lists.bestpractical.com >>Subject: [rt-users] HELP WITH LOGIN >> >> >>I'm using a box with the following:- >> >> Redhat 9.0 >> RT-3.0.9 >> PERL-5.8.0 >> >>I get the login screen but when i try to login errror i still get the >>same page and it says wrong password or user name. >> >> >>-- >>Kind Regards, >>Phillip >>Phillip Leremi >>Tel: 011 884 7633 >>Fax: 011 883 5805 >>phillip at reportstar.net >>www.reportstar.net >> >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.com >>http://lists.bestpractical.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at >> >http://fsck.com/rtfm > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bkogami at randmcnally.com Wed Mar 24 21:13:12 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Wed, 24 Mar 2004 18:13:12 -0800 Subject: [rt-users] Ave time to resolve is off by 1 day Message-ID: Hi, We have just started implementing RT3 and downloaded the Statistics reporting from the Contrib directory. All seems to work great except the Average Time to Resolve seems to be off by one day. For example, if I get in a ticket today and I resolve that ticket on the same day. When I check Statistics and look at the Average Time to Resolve, I'll see it posted yesterday. All the other statistics seem to work fine. Has anyone seen this before and is there anything I can do to correct this problem? Thanks, Bruce *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Wed Mar 24 22:27:50 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 24 Mar 2004 22:27:50 -0500 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... In-Reply-To: <20040324230132.GA26859@tapestry.home.net> References: <20040324230132.GA26859@tapestry.home.net> Message-ID: <6.0.3.0.2.20040324222227.032b7008@pop.mail.yahoo.com> At 06:01 PM 3/24/2004, Steve Wampler wrote: >Now, when I start httpd, the httpd error_log file starts filling >with the following message (repeated one per second, forever): >----------------------------------------------------------- >[Wed Mar 24 15:37:40 2004] [crit] (13)Permission denied: FastCGI: can't \ > create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed \ > [/etc/httpd/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83] >----------------------------------------------------------- [snip happens] >As near as I can tell, the file permissions are fine, and >running /opt/rt3/bin/mason_handler.fcgi as user apache by >hand works just fine. It's not the RT files that it can't access, it is the FastCgiIpcDir directory. It is trying to create temporary files. Make sure you set this directive. I don't have access to my RT installation at the moment and I forget if the user running Apache and/or the RT group need permissions to the directory. Be very restrictive with the permissions you set on this directory. There are serious security implications for the files stored in there. Do not set the mode to 777 as has been previously suggested. If you can't work out the permissions, ping me tomorrow and I will check. 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 jesse at bestpractical.com Wed Mar 24 22:41:29 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 25 Mar 2004 11:41:29 +0800 Subject: [rt-users] RE: 3.0.9 issues In-Reply-To: <30D0F22BE0464E4F98580F12FD65D7A8343A7B@exch.redlands.edu> References: <30D0F22BE0464E4F98580F12FD65D7A8343A7B@exch.redlands.edu> Message-ID: <4D460E5C-7E0E-11D8-B803-000A95AE249E@bestpractical.com> Travis, Best Practical provides support for RT. Our standard support offerings include only the standard UNIX version of RT, but we can easily put together a custom support package for RT on Windows if you're interested. Please contact us at sales at bestpractical.com with details of the level of coverage you're looking for and we can put together a quote for you. Best, Jesse Vincent Best Practical On Mar 25, 2004, at 12:33 AM, Niedens, Travis wrote: > Jesse, > > Do you offer commercial support for the Windows port? > > Thanks, > Travis From gstamnitz at neubus.com Wed Mar 24 22:51:04 2004 From: gstamnitz at neubus.com (Glen Stamnitz) Date: Wed, 24 Mar 2004 21:51:04 -0600 Subject: [rt-users] rt-mailgate will not create incoming tickets Message-ID: <1080186664.17671.25.camel@hawk> I have been running RT 3.0.8 for about 2 months without problems. Running on Redhat9, apache1.3. We have always used the web interface for ticket management. I am now trying to set up incoming email via sendmail. Sendmail and RT reside on the same server. Email to users works fine. Incoming mail arrives and is processed by the entries in /etc/alias: rt: "|/etc/smrsh/rt-mailgate --queue internal --action correspond --url https://support.neubus.com" I had to link rt-mailgate from the /etc/smrsh directory, but you can see in maillog that this is working. Mar 24 20:35:55 support sendmail[4423]: i2P0e9g6004352: to="|/etc/smrsh/rt-mailgate --queue Internal --action correspond --url https://support.neubus.com/", ctladdr= (8/0), delay=01:55:45, xdelay=00:00:00, mailer=prog, pri=211236, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL But it will fail everytime with EX_TEMPFAIL error and I can't identify where this is coming from. I am assuming it must be related to authentication, ssl, or a timeout issue, but I haven't found any references to these in any of the documentation or on the maillist. Can someone who has done this point me in the right direction? glen From pdh at snapgear.com Thu Mar 25 00:49:53 2004 From: pdh at snapgear.com (Phil Homewood) Date: Thu, 25 Mar 2004 15:49:53 +1000 Subject: [rt-users] rt-mailgate will not create incoming tickets In-Reply-To: <1080186664.17671.25.camel@hawk> References: <1080186664.17671.25.camel@hawk> Message-ID: <20040325054953.GX744@bne.snapgear.com> Glen Stamnitz wrote: > to="|/etc/smrsh/rt-mailgate --queue Internal --action correspond --url > https://support.neubus.com/", ctladdr= (8/0), > delay=01:55:45, xdelay=00:00:00, mailer=prog, pri=211236, dsn=4.0.0, > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL what happens if you invoke rt-mailgate by hand? -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From vinita at cs.mu.OZ.AU Thu Mar 25 01:08:28 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Thu, 25 Mar 2004 17:08:28 +1100 Subject: [rt-users] command line interface with Apache Authentication References: <405F7D4B.1010902@cs.mu.oz.au> Message-ID: <4062775C.6020701@cs.mu.oz.au> HI, I'm still couldn't find the solution yet I tried to set the username/password before sent request , still not working #LWP::useragent->credentials( $netloc, $realm, $uname, $pass ) $ua->credentials($uri->host_port, "RT access", $config{user}, $config{passwd}); my $res = $ua->request($req); not use what is $netloc suppose to be!! please help!!!! Thanks vinita vigine MURUGIAH wrote: > HI > The command line interface works fine with the RT internal > Authentication, but doesn't seems to work when I switch to the Apache > Authentication. > > Apache Authentication by web, works fine! > > All I set for command line configuration are > export RTDEBUG=3 > export RTSERVER= http://rt:8000/ - this is the place I go in the web > to access RT. > > My UNIX username, the RT username and RT unix-username are same. > > Am I missing any setup??? > > I looked at all the log files, rt.log (RT_Config) & error_log, > rt_error_log and rt_access_log (apache), no error msg, only got > rt_access_log : > 128.250.37.70 - - [23/Mar/2004:10:32:06 +1100] "POST //REST/1.0/show > HTTP/1.0" 401 470 > > > with internal RTl Authentication - work fine > -------------------------------- > [vinita at mulga] bin [1:95] ./rt ls "queue='DBA'" > Password: > POST http://rt:8000//REST/1.0/search/ticket > Content-Length: 274 > Content-Type: multipart/form-data; boundary=xYzZY > > --xYzZY > Content-Disposition: form-data; name="query" > > queue='DBA' > --xYzZY > Content-Disposition: form-data; name="orderby" > > > --xYzZY > Content-Disposition: form-data; name="user" > > vinita > --xYzZY > Content-Disposition: form-data; name="pass" > > XXXXXXX > --xYzZY-- > > HTTP/1.0 200 OK > Cache-Control: no-cache, no-store > Date: Mon, 22 Mar 2004 23:23:20 GMT > Pragma: no-cache > Server: Apache/1.3.29 (Unix) mod_perl/1.29 > Content-Type: text/plain; charset=UTF-8 > Client-Date: Mon, 22 Mar 2004 23:23:20 GMT > Client-Peer: 128.250.37.70:3128 > Client-Response-Num: 1 > Proxy-Connection: close > Set-Cookie: RT_SID_cs.mu.OZ.AU.8000=0e36f33cce273c54892e23fbac08c3b9; > path=/ > X-Cache: MISS from calamari.cs.mu.OZ.AU > > RT/3.0.8 200 Ok > > 1: testing 1 2 3 > 2: ticket by vvj > 7: main dba fix > 8: sub DBA -1 > 9: sub DBA -2 > > > 1: testing 1 2 3 > 2: ticket by vvj > 7: main dba fix > 8: sub DBA -1 > 9: sub DBA -2 > [vinita at mulga] bin [1:96] > > with Apache Authentication, (add the .htaccess at doc root, then stop > start the apache) > ------------------------------------- > [vinita at mulga] bin [1:107] ./rt show ticket/2 > Password: > POST http://rt:8000//REST/1.0/show > Content-Length: 205 > Content-Type: multipart/form-data; boundary=xYzZY > > --xYzZY > Content-Disposition: form-data; name="id" > > ticket/2 > --xYzZY > Content-Disposition: form-data; name="user" > > vinita > --xYzZY > Content-Disposition: form-data; name="pass" > > XXXXXX > --xYzZY-- > > HTTP/1.0 401 Unauthorized > Date: Mon, 22 Mar 2004 23:32:41 GMT > Server: Apache/1.3.29 (Unix) mod_perl/1.29 > WWW-Authenticate: Basic realm="RT access" > Content-Type: text/html; charset=iso-8859-1 > Client-Date: Mon, 22 Mar 2004 23:32:41 GMT > Client-Peer: 128.250.37.70:3128 > Client-Response-Num: 1 > Proxy-Connection: close > Title: 401 Authorization Required > X-Cache: MISS from calamari.cs.mu.OZ.AU > > > > 401 Authorization Required > >

Authorization Required

> This server could not verify that you > are authorized to access the document > requested. Either you supplied the wrong > credentials (e.g., bad password), or your > browser doesn't understand how to supply > the credentials required.

>


>
Apache/1.3.29 Server at rt.cs.mu.OZ.AU Port 8000
> > > rt: Server error: Unauthorized (401) > >-- > > >warm regards >Vinita Vigine Murugiah >Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 > > >------------------------------------------------------------------------ > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bauer at dmsb.de Thu Mar 25 03:01:58 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Thu, 25 Mar 2004 09:01:58 +0100 Subject: [rt-users] Scrip9 (autoresponse after ticket is resolved) fails with no Recipient Message-ID: <7A89E0296B649C4AAFD251222B1492905026D5@dmsbsrv1.intranet.dmsb.de> Thanks Todd, your absolutly right. I missed that point in my configuration and was working by myself with my account *grml* :( > What is your setting in RT_SiteConfig.pm for $NotifyActor? > > # By default RT doesn't notify the person who performs an update, as they > # already know what they've done. If you'd like to change this behaviour, > # Set $NotifyActor to 1 > > Set($NotifyActor, 0); > > On Wed, Mar 24, 2004 at 01:27:59PM +0100, Bauer, Felix wrote: > > Hi, > > > > > > > > > > I just realized that my scrip9 (which is responsible for sending > emails > > > to clients, if the tickets status changes > > > > > > to 'resolved') is not working properly. The status is changed (which > is > > > not part of scrip9, but this point is working) > > > > > > but the email is not send. > > > > > > > > > > > > syslog reports > > > > > > > > > > > > Mar 24 13:04:39 dmsbsrv5 RT: 230.0.606156788158714 at dmsb.de> > > > #35/230 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) > > > > > > Mar 24 13:04:39 dmsbsrv5 RT: 230.0.606156788158714 at dmsb.de> > > > No recipients found. Not sending. > > > (/opt/rt3/lib/RT/Action/SendEmail.pm:257) > > > > > > > > > > > > The client and admincc have valid addresses and are registered in this > > > example-ticket (#35). I have atm absolutely > > > > > > no idea where this fails or is missing information. well ok, it fails > in > > > SendEmail:257, but if I dump the MIMEObj with data-dumper > > > > > > I only get those email addresses > > > > > > > > > > > > 'In-Reply-To: > > > > > > 'Message-Id: > > > > > > 'Reply-To: rt-allgemein at ticket.intranet.dmsb.de > > > > > > 'RT-Originator: bauer at dmsb.de > > > > > > 'From: "Felix Bauer via RT" > > > > > > > > > > > > > > > but this is missing the To-field. In fact I don't have a clue and > would > > > appreciate any help... > > > > > > > > > > > > cheers > > > > > > -fe > > > > > > > > > > > > > > > > > > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.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 bauer at dmsb.de Thu Mar 25 05:19:54 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Thu, 25 Mar 2004 11:19:54 +0100 Subject: [rt-users] Ticket-resolution Message-ID: <7A89E0296B649C4AAFD251222B1492905026E2@dmsbsrv1.intranet.dmsb.de> Hi, I'm looking for a way to get the one-and-only-resolution of a ticket to add it to a template. The resolution-text is stored in Attachment.Content and has a corresponding record in Transactions for the status-change (relation is Attachment.TransactionId <-> Transactions.Id) with Type='Status', NewValue='resolved' but the "resolution" itself needs 2 transactions. One for the Response/Correspondence and one for the status change. I could just go for the last Response/Correspondence for that Transactions.Ticket (ticket-id), but IMHO it's not 100% save that this is really the resolution 'cause I could have added a comment after the resolution which is not the resolution itself but a usual comment but the ticket status is still resolved, which is ok. I'm thinking about adding a "resolution"-flag to the Transactions-table but maybe somebody has a more "adequate" resolution for my problem? thx, cheers -fe -------------- next part -------------- An HTML attachment was scrubbed... URL: From pawal at blipp.com Thu Mar 25 05:44:38 2004 From: pawal at blipp.com (Patrik Wallstrom) Date: Thu, 25 Mar 2004 11:44:38 +0100 Subject: [rt-users] rt2-to-rt3-1.23 Message-ID: <20040325104438.GR1700@vic20.blipp.com> When importing an rt2.0.13 dump to version 3.0.9 I get the following errors: Importing groups ggrrrrrrqqqqqqqImporting tickets..Importing links lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. Couldn't create link from fsck.com-rt:/ticket/67 to fsck.com-rt:/ticket/27party#/home/pawal/src/rt2-to-rt3-1.23> And then it halts, with no tickets imported. The imported users seems fine. -- patrik_wallstrom->foodfight->pawal at blipp.com->+46-733173956 `-> http://www.gnuheter.com/ From phillip at reportstar.net Thu Mar 25 01:04:00 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Thu, 25 Mar 2004 01:04:00 -0500 Subject: [rt-users] Help with webrt Message-ID: <40627650.2070600@reportstar.net> Hi i new to the list and sorry if this has been asked before. I run a box with the following:- Redhat 9.0 RT-3.0.9 Fetchmail which comes with Redhat 9.0 1.so my problem is that i'm trying to use fetchmail to get mail from the server to WebRT I have 4 queues and one main email address which all my clients know so i don't want to confuse my client by giving them 4 different email address, so what i want is that when i receive an email i want the email to go to the right queue so how do i do that? 2.The other thing that i want to know is that is it possible to have time worked =15 minutes by default? -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Thu Mar 25 06:23:39 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 25 Mar 2004 14:23:39 +0300 Subject: [rt-users] Help with webrt In-Reply-To: <40627650.2070600@reportstar.net> References: <40627650.2070600@reportstar.net> Message-ID: <4062C13B.2080803@acronis.ru> Phillip Leremi wrote: > > > Hi i new to the list and sorry if this has been asked before. > > I run a box with the following:- > Redhat 9.0 > RT-3.0.9 > Fetchmail which comes with Redhat 9.0 > > 1.so my problem is that i'm trying to use fetchmail to get mail from the > server to WebRT I have 4 queues and one main email address which all my > clients know so i don't want to confuse my client by giving them 4 > different email address, so what i want is that when i receive an email > i want the email to go to the right queue so how do i do that? And how do you think RT should identify queue? Header? Subject? Body? I think that it's fine with followups, but for first request RT must identify queue somehow. > > 2.The other thing that i want to know is that is it possible to have > time worked =15 minutes by default? > From cubic at acronis.ru Thu Mar 25 06:52:00 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 25 Mar 2004 14:52:00 +0300 Subject: [rt-users] Help with webrt In-Reply-To: <40627CBE.2090507@reportstar.net> References: <40627650.2070600@reportstar.net> <4062C13B.2080803@acronis.ru> <40627CBE.2090507@reportstar.net> Message-ID: <4062C7E0.60302@acronis.ru> Phillip Leremi wrote: > > > Ruslan U. Zakirov wrote: > >> Phillip Leremi wrote: >> >>> >>> >>> Hi i new to the list and sorry if this has been asked before. >>> >>> I run a box with the following:- >>> Redhat 9.0 >>> RT-3.0.9 >>> Fetchmail which comes with Redhat 9.0 >>> >>> 1.so my problem is that i'm trying to use fetchmail to get mail from >>> the server to WebRT I have 4 queues and one main email address which >>> all my clients know so i don't want to confuse my client by giving >>> them 4 different email address, so what i want is that when i receive >>> an email i want the email to go to the right queue so how do i do that? >> >> >> And how do you think RT should identify queue? Header? Subject? Body? >> I think that it's fine with followups, but for first request RT must >> identify queue somehow. > > > so what u are saying is that it's not possible what i want to do?So can > I move the request to the correct queue manual. You could move it manual. Do next test to be sure: 1) Create new test ticket in queue1 with mail. 2) move it to queue2 3) try to folowup with reply by email. 4) If RT attached followup to ticket, then you could use this aproach. If RT created new ticket from followup then it's bad. > >>> >>> 2.The other thing that i want to know is that is it possible to have >>> time worked =15 minutes by default? >>> I think you could add: $ARGS{UpdateTimeWorked} |= 15; Just in the beginning of <%INIT> block of share/html/Ticket/Update.html >> >> > From b.boksa at sidebysite.de Thu Mar 25 06:57:34 2004 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Thu, 25 Mar 2004 12:57:34 +0100 Subject: [rt-users] Help with webrt In-Reply-To: <4062C7E0.60302@acronis.ru> Message-ID: <9A5AE758-7E53-11D8-B289-00039310C34C@sidebysite.de> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Phillip, > so what u are saying is that it's not possible what i want to do?So > can I move the request to the correct queue manual. It might be possible to do it with procmail and some filters based on the client's email-address. Regards, Benne -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQFAYskxR5U9XkJXZKwRAlMxAJ4lY/s90tAOvTF0ZMFdwY7JveuetwCfezsR tAD3PdY5kjvrXUR+KZqqgXE= =KZSV -----END PGP SIGNATURE----- From cubic at acronis.ru Thu Mar 25 07:25:56 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 25 Mar 2004 15:25:56 +0300 Subject: [rt-users] Help with webrt In-Reply-To: <40628533.8090504@reportstar.net> References: <40627650.2070600@reportstar.net> <4062C13B.2080803@acronis.ru> <40627CBE.2090507@reportstar.net> <4062C7E0.60302@acronis.ru> <40628533.8090504@reportstar.net> Message-ID: <4062CFD4.8060500@acronis.ru> Phillip Leremi wrote: > > > Ruslan U. Zakirov wrote: > >> Phillip Leremi wrote: >> >>> >>> >>> Ruslan U. Zakirov wrote: >>> >>>> Phillip Leremi wrote: >>>> >>>>> >>>>> >>>>> Hi i new to the list and sorry if this has been asked before. >>>>> >>>>> I run a box with the following:- >>>>> Redhat 9.0 >>>>> RT-3.0.9 >>>>> Fetchmail which comes with Redhat 9.0 >>>>> >>>>> 1.so my problem is that i'm trying to use fetchmail to get mail >>>>> from the server to WebRT I have 4 queues and one main email address >>>>> which all my clients know so i don't want to confuse my client by >>>>> giving them 4 different email address, so what i want is that when >>>>> i receive an email i want the email to go to the right queue so how >>>>> do i do that? >>>> >>>> >>>> >>>> >>>> And how do you think RT should identify queue? Header? Subject? Body? >>>> I think that it's fine with followups, but for first request RT must >>>> identify queue somehow. >>> >>> >>> >>> >>> so what u are saying is that it's not possible what i want to do?So >>> can I move the request to the correct queue manual. >> >> >> You could move it manual. >> Do next test to be sure: >> 1) Create new test ticket in queue1 with mail. >> 2) move it to queue2 >> 3) try to folowup with reply by email. >> 4) If RT attached followup to ticket, then you could use this aproach. >> If RT created new ticket from followup then it's bad. >> >>> >>>>> >>>>> 2.The other thing that i want to know is that is it possible to >>>>> have time worked =15 minutes by default? >>>>> >> I think you could add: >> >> $ARGS{UpdateTimeWorked} |= 15; >> >> Just in the beginning of <%INIT> block of share/html/Ticket/Update.html > > > Did u try this? > I did as u said and it's still the same. any more suggestions! CC list to please. Sorry for that. You don't need to hack RT code. You could use CustomActions. There is an article about it: http://wiki.bestpractical.com/cgi-bin/index.cgi?WriteCustomAction I think SimpleExample chapter could help you. Even more: RT has TimeWorked for Ticket and Transaction. For which do you want default value? > >>>> >>>> >>> >> >> > From cubic at acronis.ru Thu Mar 25 07:37:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 25 Mar 2004 15:37:03 +0300 Subject: [rt-users] Help with webrt In-Reply-To: <40628B02.3050905@reportstar.net> References: <40627650.2070600@reportstar.net> <4062C13B.2080803@acronis.ru> <40627CBE.2090507@reportstar.net> <4062C7E0.60302@acronis.ru> <40628533.8090504@reportstar.net> <4062CFD4.8060500@acronis.ru> <40628B02.3050905@reportstar.net> Message-ID: <4062D26F.3060200@acronis.ru> Phillip Leremi wrote: > > > Ruslan U. Zakirov wrote: > >> Phillip Leremi wrote: >> >>> >>> >>> Ruslan U. Zakirov wrote: >>> >>>> Phillip Leremi wrote: >>>> >>>>> >>>>> >>>>> Ruslan U. Zakirov wrote: >>>>> >>>>>> Phillip Leremi wrote: >>>>>> >>>>>>> >>>>>>> >>>>>>> Hi i new to the list and sorry if this has been asked before. >>>>>>> >>>>>>> I run a box with the following:- >>>>>>> Redhat 9.0 >>>>>>> RT-3.0.9 >>>>>>> Fetchmail which comes with Redhat 9.0 >>>>>>> >>>>>>> 1.so my problem is that i'm trying to use fetchmail to get mail >>>>>>> from the server to WebRT I have 4 queues and one main email >>>>>>> address which all my clients know so i don't want to confuse my >>>>>>> client by giving them 4 different email address, so what i want >>>>>>> is that when i receive an email i want the email to go to the >>>>>>> right queue so how do i do that? >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> And how do you think RT should identify queue? Header? Subject? Body? >>>>>> I think that it's fine with followups, but for first request RT >>>>>> must identify queue somehow. >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> so what u are saying is that it's not possible what i want to do?So >>>>> can I move the request to the correct queue manual. >>>> >>>> >>>> >>>> >>>> You could move it manual. >>>> Do next test to be sure: >>>> 1) Create new test ticket in queue1 with mail. >>>> 2) move it to queue2 >>>> 3) try to folowup with reply by email. >>>> 4) If RT attached followup to ticket, then you could use this >>>> aproach. If RT created new ticket from followup then it's bad. >>>> >>>>> >>>>>>> >>>>>>> 2.The other thing that i want to know is that is it possible to >>>>>>> have time worked =15 minutes by default? >>>>>>> >>>> I think you could add: >>>> >>>> $ARGS{UpdateTimeWorked} |= 15; >>>> >>>> Just in the beginning of <%INIT> block of share/html/Ticket/Update.html >>> >>> >>> >>> >>> Did u try this? >>> I did as u said and it's still the same. any more suggestions! >> >> >> CC list to please. >> >> Sorry for that. You don't need to hack RT code. You could use >> CustomActions. There is an article about it: >> http://wiki.bestpractical.com/cgi-bin/index.cgi?WriteCustomAction >> >> I think SimpleExample chapter could help you. >> >> Even more: RT has TimeWorked for Ticket and Transaction. For which do >> you want default value? >> > I want to make a default for TimeWorked for Ticket Condition: On Create Preparation code: # we don't need any preparation yet. return 1; Commit code: unless( $self->TicketObj->TimeWorked ) { $self->TicketObj->SetTimeWorked( 15 ); } return 1; > >> >>> >>>>>> >>>>>> >>>>> >>>> >>>> >>> >> >> > From cubic at acronis.ru Thu Mar 25 07:48:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 25 Mar 2004 15:48:22 +0300 Subject: [rt-users] Help with webrt In-Reply-To: <40628D57.2000308@reportstar.net> References: <40627650.2070600@reportstar.net> <4062C13B.2080803@acronis.ru> <40627CBE.2090507@reportstar.net> <4062C7E0.60302@acronis.ru> <40628533.8090504@reportstar.net> <4062CFD4.8060500@acronis.ru> <40628B02.3050905@reportstar.net> <4062D26F.3060200@acronis.ru> <40628D57.2000308@reportstar.net> Message-ID: <4062D516.5060802@acronis.ru> Phillip Leremi wrote: [snip] >> >> Condition: >> >> On Create >> >> Preparation code: >> >> # we don't need any preparation yet. >> return 1; >> >> >> Commit code: >> >> unless( $self->TicketObj->TimeWorked ) { >> $self->TicketObj->SetTimeWorked( 15 ); >> } >> return 1; > > > > where should i put this code? > You should add scrip action via Web UI. As action use 'User defined'. Stage TransactionCreate. Find time look on wiki pages and RT docs. There is a lot basics. Good luck. Ruslan. Always CC to user list also. From b.boksa at sidebysite.de Thu Mar 25 08:23:07 2004 From: b.boksa at sidebysite.de (Benjamin Boksa) Date: Thu, 25 Mar 2004 14:23:07 +0100 Subject: [rt-users] Help with webrt In-Reply-To: <40628DC0.5030501@reportstar.net> Message-ID: <8DB0ABFA-7E5F-11D8-AE3E-00039310C34C@sidebysite.de> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Phillip, please CC the list when responding. > how? can u plz give me instruction I don't know how, I just know it is possible. If I would need it I would star by reading something like http://mirror.ncsa.uiuc.edu/procmail-faq/mini-faq.html > what if a clients request are for different queues? Then you could filter based on keywords etc. whatever you look at when you would manually decide where to put the mail. Regards, Benne -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (Darwin) iD8DBQFAYt0+R5U9XkJXZKwRAmSvAJ9AGqPVGXueC6r8sFlrPRxsRMMqsgCeILtl RuTek0NRnMv7y77Hhcw1rO4= =a0sb -----END PGP SIGNATURE----- From cdriscoll at cfutilities.com Thu Mar 25 08:49:32 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Thu, 25 Mar 2004 07:49:32 -0600 Subject: [rt-users] Attachment problems Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E4@cfu11.cfu.local> Well Mike, the attachments were saved on the person's local drive before the RT upgrade, but they retried sending the email to RT with that file attached after the upgrade. The file is definitely being corrupted when it is received into RT. Does this answer your question? The files are stored in mysql, correct? We are running version 3.23.54a of mysql, but I don't see that being the problem either. I am running out of ideas. -- Thanks, ========================================== Curtis M Driscoll IS Specialist Phone: 319.268.5257 Cedar Falls Utilities Mobile:319.493.0791 Cedar Falls, IA Fax: 319.266.8158 ========================================== ________________________________ From: Mike Husband [mailto:m.husband at leadup.com.au] Sent: Wednesday, March 24, 2004 4:41 PM To: Curt Driscoll; 'Phil Homewood'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Attachment problems Were the attachments you are having problems with saved before or after the upgrade? Does anyone know if the corruption problem pre-perl 5.8.3 was caused in saving or in reading the files? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Curt Driscoll Sent: Thursday, 25 March 2004 8:10 AM To: Phil Homewood; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Attachment problems Sorry. When opening the file (in this case a .doc file), the application (Word) will open up and say something like "Word experienced an error trying to open a file. Suggestions: *Check the file permissions for the document or drive *Make sure there is sufficient free memory and disk space" Also, the size of the file uploaded was about 70k, but the size showing in the RT ticket is 1.6k. So somewhere in RT the file is being corrupted. Is this clearer? Thanks for the help. -- Thanks, ========================================== Curtis M Driscoll IS Specialist Phone: 319.268.5257 Cedar Falls Utilities Mobile:319.493.0791 Cedar Falls, IA Fax: 319.266.8158 ========================================== -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Homewood Sent: Wednesday, March 24, 2004 3:56 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Attachment problems Curt Driscoll wrote: > I posted a little while back about not being able to open any > attachments in RT. If a user sends an email to the RT system with a > file attachment (typically .doc format), it appears in the ticket but I > get a permissions error when trying to open it. I had been running RT "Permissions error"? Can you elaborate? -- >|< 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 -------------- An HTML attachment was scrubbed... URL: From ernest at afrinic.org Thu Mar 25 09:06:48 2004 From: ernest at afrinic.org (Ernest Byaruhanga) Date: Thu, 25 Mar 2004 16:06:48 +0200 Subject: [rt-users] Help with webrt References: <40627650.2070600@reportstar.net> <4062C13B.2080803@acronis.ru><40627CBE.2090507@reportstar.net> <4062C7E0.60302@acronis.ru><40628533.8090504@reportstar.net> <4062CFD4.8060500@acronis.ru><40628B02.3050905@reportstar.net> <4062D26F.3060200@acronis.ru><40628D57.2000308@reportstar.net> <4062D516.5060802@acronis.ru> Message-ID: <013701c41272$6d4b4e40$bd134092@erny> ----- Original Message ----- From: "Ruslan U. Zakirov" Sent: Thursday, March 25, 2004 2:48 PM [...] > Always CC to user list also. may be list admin shd make all replies default to the list? ernest. From cubic at acronis.ru Thu Mar 25 09:15:26 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 25 Mar 2004 17:15:26 +0300 Subject: [rt-users] Help with webrt In-Reply-To: <013701c41272$6d4b4e40$bd134092@erny> References: <40627650.2070600@reportstar.net> <4062C13B.2080803@acronis.ru><40627CBE.2090507@reportstar.net> <4062C7E0.60302@acronis.ru><40628533.8090504@reportstar.net> <4062CFD4.8060500@acronis.ru><40628B02.3050905@reportstar.net> <4062D26F.3060200@acronis.ru><40628D57.2000308@reportstar.net> <4062D516.5060802@acronis.ru> <013701c41272$6d4b4e40$bd134092@erny> Message-ID: <4062E97E.7010507@acronis.ru> Ernest Byaruhanga wrote: > ----- Original Message ----- > From: "Ruslan U. Zakirov" > Sent: Thursday, March 25, 2004 2:48 PM > > [...] > > >>Always CC to user list also. > > > may be list admin shd make all replies default to the list? No. I prefer to get two messages. So I know about reply on my message or thread that I interested in and I have consistent ML archive also. I could easy write private message if it's needed. > > ernest. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 j.kelly at julien.ca Thu Mar 25 09:38:30 2004 From: j.kelly at julien.ca (Jonathan Kelly) Date: Thu, 25 Mar 2004 09:38:30 -0500 Subject: [rt-users] Attachments issue - PHP4? Message-ID: Hello, I did a bunch of perhaps unwise upgrades on my RT3 server and am experiencing two problems : - Clicking on attachements spits out plain text (GIF89a??1!?...and so on). Saving the file as, say, a GIF will not allow me to view it. - Typing the ticket number in the upper-right search box brings a "The document has moved here." message from Apache. I know from scouring the mailing list archives that upgrading to Perl 5.8.3 and RT 3.09 usually solves all attachment problems, but that's just it. I have those versions installed. My other suspcion is that upgrading to PHP4 might be the culprit. My system : Debian 3.0 with kernel 2.4.23 Apache/1.3.29 (Debian GNU/Linux) Perl v5.8.3 RT 3.0.9 (debian package) PHP 4.3.4 MySQL 4.0.18 Any ideas? Thanks! - Jonathan Kelly Director of Systems Tel 418.687.9205.ext.305 Fax 418.687.9591 www.julien.ca - From gstamnitz at neubus.com Thu Mar 25 10:16:41 2004 From: gstamnitz at neubus.com (Glen) Date: 25 Mar 2004 09:16:41 -0600 Subject: [rt-users] rt-mailgate will not create incoming tickets In-Reply-To: <20040325054953.GX744@bne.snapgear.com> References: <1080186664.17671.25.camel@hawk> <20040325054953.GX744@bne.snapgear.com> Message-ID: <1080227801.23163.55.camel@linux2.austin.neubus> Here I ran rt-mailgate from the command line, first to http, which apache redirects to https, so this error makes sense. [root at support smrsh]# echo "This is a test message" | ./rt-mailgate --queue=internal --action=comment --url=http://support.neubus.com An Error Occurred ================= 301 Moved Permanently But this one is curious. We routinely access via https from a browser all the time. Guess I will pursue the SSLeay error. [root at support smrsh]# echo "This is a test message" | ./rt-mailgate --queue=internal --action=comment --url=https://support.neubus.com An Error Occurred ================= 501 Protocol scheme 'https' is not supported (Crypt::SSLeay not installed) On Wed, 2004-03-24 at 23:49, Phil Homewood wrote: > Glen Stamnitz wrote: > > to="|/etc/smrsh/rt-mailgate --queue Internal --action correspond --url > > https://support.neubus.com/", ctladdr= (8/0), > > delay=01:55:45, xdelay=00:00:00, mailer=prog, pri=211236, dsn=4.0.0, > > stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > what happens if you invoke rt-mailgate by hand? -------------- next part -------------- An HTML attachment was scrubbed... URL: From stephen.quinney at computing-services.oxford.ac.uk Thu Mar 25 10:23:33 2004 From: stephen.quinney at computing-services.oxford.ac.uk (Stephen Quinney) Date: Thu, 25 Mar 2004 15:23:33 +0000 Subject: [rt-users] Attachments issue - PHP4? In-Reply-To: References: Message-ID: <20040325152333.GA15391@computing-services.oxford.ac.uk> On Thu, Mar 25, 2004 at 09:38:30AM -0500, Jonathan Kelly wrote: > Hello, > I did a bunch of perhaps unwise upgrades on my RT3 server and am > experiencing two problems : > - Clicking on attachements spits out plain text > (GIF89a????1!?...and so on). Saving the file as, say, a GIF will > not allow me to view it. - Typing the ticket number in the > upper-right search box brings a "The document has moved here." > message from Apache. This sounds very similar to a problem someone else reported about the rt3 package in Debian, where again they have the up-to-date packages required. See this page for details: http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=238494 As yet we've not been able to come up with any answers as the bug does not appear to be affecting everyone. It certainly works for me in both testing/sarge and unstable/sid. Anyone on here have suggestions as to a likely cause? Stephen Quinney From sbw at tapestry.tucson.az.us Thu Mar 25 10:36:14 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Thu, 25 Mar 2004 08:36:14 -0700 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... In-Reply-To: <6.0.3.0.2.20040324222227.032b7008@pop.mail.yahoo.com> References: <20040324230132.GA26859@tapestry.home.net> <6.0.3.0.2.20040324222227.032b7008@pop.mail.yahoo.com> Message-ID: <20040325153614.GA4397@tapestry.home.net> On Wed, Mar 24, 2004 at 10:27:50PM -0500, Michael S. Liebman wrote: > At 06:01 PM 3/24/2004, Steve Wampler wrote: > > >Now, when I start httpd, the httpd error_log file starts filling > >with the following message (repeated one per second, forever): > >----------------------------------------------------------- > >[Wed Mar 24 15:37:40 2004] [crit] (13)Permission denied: FastCGI: can't \ > > create server "/opt/rt3/bin/mason_handler.fcgi": bind() failed \ > > [/etc/httpd/logs/fastcgi/362fab4db3d651b6d082c0358ebb4d83] > >----------------------------------------------------------- > [snip happens] > > It's not the RT files that it can't access, it is the FastCgiIpcDir > directory. It is trying to create temporary files. Make sure you set this > directive. I don't have access to my RT installation at the moment and I > forget if the user running Apache and/or the RT group need permissions to > the directory. Be very restrictive with the permissions you set on this > directory. There are serious security implications for the files stored in > there. Do not set the mode to 777 as has been previously suggested. Thanks, Michael - that helps. (For the group in general:) However, I'm now seeing a different problem - it appears as though the fastcgi support is written assuming that RT is served from the rootdir - is that correct? I'm trying to serve it from /rt, and while the login page loads, the subsequent load of what should be /rt/index.html is coming out /index.html. A look at the page source for the login page shows the "action" to be "index.html" where I think it should be "rt/index.html". Yes, I've got WebPath set to "/rt" in RT_SiteConfig.pm, and the relevant part of httpd.conf is: ------------------------------------------------ ... DocumentRoot /var/www/https ... # (sbw 2004/03/21): Added support for RT problem tracker PerlModule Apache2 Apache::compat PerlModule Apache::DBI AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images/ # I've tried using here, instead of AddHandler fastcgi-script .fcgi # I've tried it with the next two lines commented out # individually and collectively PerlHandler RT::Mason RedirectMatch permanent (.*)/$ https://weaver.tuc.noao.edu%1/index.html Options All ... ------------------------------------------------- Does anyone have a similar setup working? Can you see something odd about the above? Thanks!! -Steve -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From m-liebman at northwestern.edu Thu Mar 25 10:48:02 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 25 Mar 2004 10:48:02 -0500 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... In-Reply-To: <6.0.3.0.2.20040324222227.032b7008@pop.mail.yahoo.com> References: <20040324230132.GA26859@tapestry.home.net> <6.0.3.0.2.20040324222227.032b7008@pop.mail.yahoo.com> Message-ID: <20040325154802.GA4450@SDF.LONESTAR.ORG> On Wed, Mar 24, 2004 at 10:27:50PM -0500, I wrote: > Be very restrictive with the permissions you set on this > directory. There are serious security implications for the files stored in > there. Do not set the mode to 777 as has been previously suggested. My memory was shakey on this last night. Your FastCgiIpcDir does need to have its mode set to 777. (The parent directory I set it up under is more restrictive. That's were my confusion came from.) The umask should be 0022. The owner should be the user and group for Apache. FastCGI takes care of making the subdirectories more secure. 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 gstamnitz at neubus.com Thu Mar 25 11:14:40 2004 From: gstamnitz at neubus.com (Glen) Date: 25 Mar 2004 10:14:40 -0600 Subject: [rt-users] rt-mailgate will not create incoming tickets Message-ID: <1080231280.23163.88.camel@linux2.austin.neubus> A little more info. Continuing my previous troubleshooting.... [root at support smrsh]# echo "This is a test message" | ./rt-mailgate --queue=internal --action=comment --url=https://support.neubus.com/ An Error Occurred ================= 501 Protocol scheme 'https' is not supported (Crypt::SSLeay not installed) >>>> Let's try with debug on [root at support smrsh]# echo "This is a test message" | ./rt-mailgate --queue=internal --action=comment --debug --url=https://support.neubus.com/ Connecting to https://support.neubus.com//REST/1.0/NoAuth/mail-gateway at ./rt-mailgate line 444, <> chunk 1. An Error Occurred ================= 501 Protocol scheme 'https' is not supported (Crypt::SSLeay not installed) This is ./rt-mailgate exiting because of an undefined server error at ./rt-mailgate line 492, <> chunk 1. >>>>What happens if run mail-gateway manually... >>>> https://support.neubus.com//REST/1.0/NoAuth/mail-gateway?message="This is a test Message" Running this from a browser creates a ticket in the general queue with my sample message. If I knew the rest of the arguments, I could probably create whatever I want manually. So.... Looks like the failure is not sendmail calling rt-mailgate, but rt-mailgate calling mail-gateway. Does this add any additional clues to my problem? -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmd at speakeasy.org Thu Mar 25 11:29:01 2004 From: dmd at speakeasy.org (David M Dennis) Date: Thu, 25 Mar 2004 08:29:01 -0800 (PST) Subject: [rt-users] Ave time to resolve is off by 1 day In-Reply-To: References: Message-ID: I've noticed this too. After days and days of stats its easy to get buried, but the fact can be seen if you create a new queue, resolve some test tickets, then print the stats and see what you get. The stats magically appear tomorrow, but not today as one might have expected. By design? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 24 Mar 2004, Kogami, Bruce wrote: > Hi, > > > > We have just started implementing RT3 and downloaded the Statistics reporting from the Contrib directory. > > All seems to work great except the Average Time to Resolve seems to be off by one day. > > > > For example, if I get in a ticket today and I resolve that ticket on the same day. When I check Statistics and look at the Average Time to Resolve, I'll see it posted yesterday. All the other statistics seem to work fine. > > > > Has anyone seen this before and is there anything I can do to correct this problem? > > > > Thanks, > > Bruce > > > > > > *************************************************************** > This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. > *************************************************************** > From cerion at terpsichore.ws Thu Mar 25 11:31:52 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Thu, 25 Mar 2004 17:31:52 +0100 Subject: [rt-users] rt-mailgate will not create incoming tickets In-Reply-To: <1080231280.23163.88.camel@linux2.austin.neubus> References: <1080231280.23163.88.camel@linux2.austin.neubus> Message-ID: <200403251731.52903.cerion@terpsichore.ws> Is there a reason you're not heeding the error messages? You need Crypt::SSLeay for rt-mailgate to talk ssl... $ /usr/bin/perl -MCPAN -e "install q{Crypt::SSLeay}" Cerion On Thursday 25 March 2004 17:14, Glen wrote: > A little more info. > Continuing my previous troubleshooting.... > > [root at support smrsh]# echo "This is a test message" | ./rt-mailgate > --queue=internal --action=comment --url=https://support.neubus.com/ > An Error Occurred > ================= > > 501 Protocol scheme 'https' is not supported > (Crypt::SSLeay not installed) > > >>>> Let's try with debug on > > [root at support smrsh]# echo "This is a test message" | ./rt-mailgate > --queue=internal --action=comment --debug > --url=https://support.neubus.com/ > Connecting to https://support.neubus.com//REST/1.0/NoAuth/mail-gateway > at ./rt-mailgate line 444, <> chunk 1. > An Error Occurred > ================= > > 501 Protocol scheme 'https' is not supported > (Crypt::SSLeay not installed) > This is ./rt-mailgate exiting because of an undefined server error at > ./rt-mailgate line 492, <> chunk 1. > > >>>>What happens if run mail-gateway manually... > > https://support.neubus.com//REST/1.0/NoAuth/mail-gateway?message="This > is a test Message" > > Running this from a browser creates a ticket in the general queue with > my sample message. If I knew the rest of the arguments, I could probably > create whatever I want manually. > > So.... > Looks like the failure is not sendmail calling rt-mailgate, but > rt-mailgate calling mail-gateway. > Does this add any additional clues to my problem? From sbw at tapestry.tucson.az.us Thu Mar 25 11:37:34 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Thu, 25 Mar 2004 09:37:34 -0700 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... In-Reply-To: References: <20040324230132.GA26859@tapestry.home.net> Message-ID: <20040325163734.GB4397@tapestry.home.net> On Wed, Mar 24, 2004 at 06:58:58PM -0500, AJ wrote: > > About the url issues.. did you make sure that the following is in the > httpd.conf: > > DirectoryIndex index.html > > And the mod perl alias reads: > PerlModule Apache::DBI > PerlRequire /bin/webmux.pl > Alias /rt /share/html > > SetHandler perl-script > PerlHandler RT::Mason > Thanks, I've got it working with mod_perl2 now, I think - though not quite with the above. Instead, I've got: ------------------------------------------------------------------- ... DocumentRoot /var/www/https .... # (sbw 2004/03/25): Added support for RT problem tracker PerlModule Apache2 Apache::compat PerlModule Apache::DBI AddDefaultCharset UTF-8 Alias /rt /opt/rt3/share/html PerlRequire /opt/rt3/bin/webmux.pl Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images/ AddHandler perl-script .html PerlHandler RT::Mason #RedirectMatch permanent (.*)/$ https://weaver.tuc.noao.edu%1/index.html Options All ... -------------------------------------------------------------------- The trick from what I had started with long ago (based on the older RH9 system that was working with 3.0.7...) is the commenting out of the RedirectMatch line and the use of AddHandler instead of SetHandler. I have no clue why these changes are needed on this machine and not the older one, mind you, except to note that this newer install of RT resulted in newer versions of many perl modules to be installed than are in use on the older machine. Thanks to everyone for their advice!! -Steve > -----Original Message----- > Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... > > I've got a problem with fastcgi that has shown up from time-to-time > in the mailing lists. Unfortunately, I can't find any responses > to the those postings! > > Background: I'm trying to get RT 3.0.9 running under RedHat 9 with > Apache2. I've given up on mod_perl2 - while I got close (I think), > I was stumped when URLs ending in directories wouldn't pick up > the "index.html" file automatically; e.g. > > https://MY_RT_MACHINE/rt > > couldn't find a page to display, but > > https://MY_RT_MACHINE/rt/index.html > > worked fine (until it tries to follow any similar link). Since > this worked with RT 3.0.7 and RH 9 on another machine, but not > this one, it confused me enough to give fastcgi a try... > [As an aside, I actually tried to fix the problem with mod_perl2 > by hard coding (/opt/rt3/local is a dangerous thing...) index.html > onto all the URL's that referenced directories - this allowed > me to nagivate through the screens, but I kept encountering > other bizarre errors that seemed unrelated, but must somehow > be related] > ... -- -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From cerion at terpsichore.ws Thu Mar 25 11:40:00 2004 From: cerion at terpsichore.ws (Cerion Armour-Brown) Date: Thu, 25 Mar 2004 17:40:00 +0100 Subject: [rt-users] rt-mailgate will not create incoming tickets In-Reply-To: <1080231280.23163.88.camel@linux2.austin.neubus> References: <1080231280.23163.88.camel@linux2.austin.neubus> Message-ID: <200403251740.00211.cerion@terpsichore.ws> Also see http://lists.fsck.com/pipermail/rt-users/2004-January/019906.html Cerion On Thursday 25 March 2004 17:14, Glen wrote: > A little more info. > Continuing my previous troubleshooting.... > > [root at support smrsh]# echo "This is a test message" | ./rt-mailgate > --queue=internal --action=comment --url=https://support.neubus.com/ > An Error Occurred > ================= > > 501 Protocol scheme 'https' is not supported > (Crypt::SSLeay not installed) > > >>>> Let's try with debug on > > [root at support smrsh]# echo "This is a test message" | ./rt-mailgate > --queue=internal --action=comment --debug > --url=https://support.neubus.com/ > Connecting to https://support.neubus.com//REST/1.0/NoAuth/mail-gateway > at ./rt-mailgate line 444, <> chunk 1. > An Error Occurred > ================= > > 501 Protocol scheme 'https' is not supported > (Crypt::SSLeay not installed) > This is ./rt-mailgate exiting because of an undefined server error at > ./rt-mailgate line 492, <> chunk 1. > > >>>>What happens if run mail-gateway manually... > > https://support.neubus.com//REST/1.0/NoAuth/mail-gateway?message="This > is a test Message" > > Running this from a browser creates a ticket in the general queue with > my sample message. If I knew the rest of the arguments, I could probably > create whatever I want manually. > > So.... > Looks like the failure is not sendmail calling rt-mailgate, but > rt-mailgate calling mail-gateway. > Does this add any additional clues to my problem? From TylerH at natr.com Thu Mar 25 11:54:58 2004 From: TylerH at natr.com (Tyler Hepworth) Date: Thu, 25 Mar 2004 09:54:58 -0700 Subject: [rt-users] Upgrading Debian versions of RT3/RTFM Message-ID: <1FA38D3D58DDD211B18300A024B358C00A2D5841@corp-exchange> Are there any instructions on how to upgrade the .deb packages of request-tracker3 and rtfm? I am trying to go to the latest version of rtfm (2.0.3rc9) from the current debian release (2.0.3rc5) but none of the debian items are located in the same places that standard rt packages think they should be. Thanks, Tyler Hepworth From om at improva.dk Thu Mar 25 11:57:24 2004 From: om at improva.dk (Oliver Marx) Date: Thu, 25 Mar 2004 17:57:24 +0100 Subject: [rt-users] Allowing a 'group' of customers to see certain tickets in a queue Message-ID: <007601c4128a$3ed611e0$2101a8c0@EMMA> We have a problem with RT: So we did the Google dance and found a perfect description of the problem: http://lists.fsck.com/pipermail/rt-users/2003-May/013875.html Is there a solution? Is it the personal groups? We tried reading the help pages...without luck.. Thx for your time and help. \Oliver -------------- next part -------------- An HTML attachment was scrubbed... URL: From Roy at esomething.co.uk Thu Mar 25 12:43:10 2004 From: Roy at esomething.co.uk (Raed El - Hames) Date: Thu, 25 Mar 2004 17:43:10 -0000 Subject: [rt-users] SelfService Message-ID: <003c01c41290$a4362920$336f840a@ptyrfh> Hi there; I am trying to modify the selfservice ticket history so it does not show Status and Owner changes(ie treat them as if they were comments) to the external RT User, I had a look at Transaction_Overlay.pm and Tickets_OverLay.pm but wih out any success, can someone help please. Many Thanks, Roy -------------- next part -------------- An HTML attachment was scrubbed... URL: From sbw at tapestry.tucson.az.us Thu Mar 25 13:37:18 2004 From: sbw at tapestry.tucson.az.us (Steve Wampler) Date: Thu, 25 Mar 2004 11:37:18 -0700 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... In-Reply-To: <20040325163734.GB4397@tapestry.home.net> References: <20040324230132.GA26859@tapestry.home.net> <20040325163734.GB4397@tapestry.home.net> Message-ID: <20040325183718.GA6227@tapestry.home.net> On Thu, Mar 25, 2004 at 09:37:34AM -0700, Steve Wampler wrote: > > Thanks, I've got it working with mod_perl2 now, I think - though not > quite with the above. Instead, I've got: > ------------------------------------------------------------------- > > ... > DocumentRoot /var/www/https > .... > # (sbw 2004/03/25): Added support for RT problem tracker > > PerlModule Apache2 Apache::compat > PerlModule Apache::DBI > > AddDefaultCharset UTF-8 > > Alias /rt /opt/rt3/share/html > PerlRequire /opt/rt3/bin/webmux.pl > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images/ > > > AddHandler perl-script .html > PerlHandler RT::Mason > #RedirectMatch permanent (.*)/$ https://weaver.tuc.noao.edu%1/index.html > Options All > > ... > > -------------------------------------------------------------------- > > The trick from what I had started with long ago (based on the older RH9 > system that was working with 3.0.7...) is the commenting out of the > RedirectMatch line and the use of AddHandler instead of SetHandler. > > I have no clue why these changes are needed on this machine and not > the older one, mind you, except to note that this newer install of > RT resulted in newer versions of many perl modules to be installed > than are in use on the older machine. I lied. The above wasn't sufficient. It's sufficient to use the web interface, but rt-mailgate wasn't able to talk to mail-gateway, because that URL wasn't being handled by RT::Mason (perl). I had to add the following Location information above the to get email ticketing to work: SetHandler perl-script PerlHandler RT::Mason Options All This feels bad to me - adding patches on top of patches. Perhaps someone can figure out (and explain!) what *should* be done instead! Thanks! Steve -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie From bkogami at randmcnally.com Thu Mar 25 13:53:33 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Thu, 25 Mar 2004 10:53:33 -0800 Subject: [rt-users] Ave time to resolve is off by 1 day Message-ID: I'm hoping that wasn't done by design but a simple mistake. If anyone has any suggestions on how I can fix this problem, please let me know. All other stats display correctly. Thanks, Bruce > -----Original Message----- > From: David M Dennis [mailto:dmd at speakeasy.org] > Sent: Thursday, March 25, 2004 8:29 AM > To: Kogami, Bruce > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Ave time to resolve is off by 1 day > > I've noticed this too. > > After days and days of stats its easy to get buried, but the fact can be > seen if > you create a new queue, resolve some test tickets, then print the stats > and see > what you get. The stats magically appear tomorrow, but not today as one > might > have expected. > > > By design? > > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Wed, 24 Mar 2004, Kogami, Bruce wrote: > > > Hi, > > > > > > > > We have just started implementing RT3 and downloaded the Statistics > reporting from the Contrib directory. > > > > All seems to work great except the Average Time to Resolve seems to be > off by one day. > > > > > > > > For example, if I get in a ticket today and I resolve that ticket on the > same day. When I check Statistics and look at the Average Time to Resolve, > I'll see it posted yesterday. All the other statistics seem to work fine. > > > > > > > > Has anyone seen this before and is there anything I can do to correct > this problem? > > > > > > > > Thanks, > > > > Bruce > > > > > > > > > > > > *************************************************************** > > This E-mail is confidential. It should not be read, copied, disclosed > or used by any person other than the intended recipient. Unauthorized > use, disclosure or copying by whatever medium is strictly prohibited and > may be unlawful. If you have received this E-mail in error, please > contact the sender immediately and delete the E-mail from your system. > > *************************************************************** > > *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** From m-liebman at northwestern.edu Thu Mar 25 14:01:37 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 25 Mar 2004 14:01:37 -0500 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... In-Reply-To: <20040325153614.GA4397@tapestry.home.net> References: <20040324230132.GA26859@tapestry.home.net> <6.0.3.0.2.20040324222227.032b7008@pop.mail.yahoo.com> <20040325153614.GA4397@tapestry.home.net> Message-ID: <20040325190137.GA19693@SDF.LONESTAR.ORG> On Thu, Mar 25, 2004 at 08:36:14AM -0700, Steve Wampler wrote: > > ... > DocumentRoot /var/www/https > ... > # (sbw 2004/03/21): Added support for RT problem tracker > > PerlModule Apache2 Apache::compat > PerlModule Apache::DBI You shouldn't need these two lines for fastcgi. > > AddDefaultCharset UTF-8 > > PerlRequire /opt/rt3/bin/webmux.pl Nor do you need this one. > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images/ The image alias should be Alias /rt/NoAuth/images /opt/rt3/share/html/NoAuth/images/ to serve them under /rt. > > # I've tried using here, instead of > > AddHandler fastcgi-script .fcgi > # I've tried it with the next two lines commented out > # individually and collectively > PerlHandler RT::Mason > RedirectMatch permanent (.*)/$ https://weaver.tuc.noao.edu%1/index.html You shouldn't need these two lines either. > Options All > > ... > > ------------------------------------------------- > > Does anyone have a similar setup working? I'm not running in a subdirectory but that shouldn't matter. You may want to have a look at http://www.anchor.net.au/~jaq/rt/. It's the basis for everything that I've done. 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 dmd at speakeasy.org Thu Mar 25 14:08:57 2004 From: dmd at speakeasy.org (David M Dennis) Date: Thu, 25 Mar 2004 11:08:57 -0800 (PST) Subject: [rt-users] RT3: ideas on conditional responses Message-ID: Dear RT3 users, This is what I need to solve, if anyone's done it or its obvious go ahead and reply.. I have a queue that will consist of two major classes of Requestors: those that work for the company, and those that do not. Does anybody have a scrip that would invoke a template based on the domain name, or on another lookup? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From bdp at bdpnetworks.com Thu Mar 25 15:02:48 2004 From: bdp at bdpnetworks.com (Brian Place) Date: Thu, 25 Mar 2004 12:02:48 -0800 Subject: [rt-users] Re: large attachments? (yes, another dumb question) Message-ID: thanks! -- Brian Place - Network Engineer BDPnetworks, LLC 1122 E. Pike Street #876 Seattle, WA 98122-3934 (206)329-6600 x711 direct (206)329-6600 fax http://www.bdpnetworks.com >>> seph at directionless.org 3/19/2004 1:27:31 PM >>> > MySQL seems to be complaining whenever I try to attach large files to > a message - Apache/RT seem fine though... is there a directive > somewhere I need to change? the mysql configs has a max packet size. I know it's in various docs, I'm not sure it's in the install guide. seph From pdh at bestpractical.com Thu Mar 25 16:59:03 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 26 Mar 2004 07:59:03 +1000 Subject: [rt-users] Attachment problems In-Reply-To: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E4@cfu11.cfu.local> References: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E4@cfu11.cfu.local> Message-ID: <20040325215903.GY744@bne.snapgear.com> Curt Driscoll wrote: > Sorry. When opening the file (in this case a .doc file), the > application (Word) will open up and say something like "Word experienced > an error trying to open a file. Suggestions: > > *Check the file permissions for the document or drive > *Make sure there is sufficient free memory and disk space" Word's just pulling possible explanations out of thin air. What it likely means is that the document is corrupt. > Also, the size of the file uploaded was about 70k, but the size showing > in the RT ticket is 1.6k. So somewhere in RT the file is being > corrupted. Is this clearer? Thanks for the help. You're using an unsupported (for RT) mysql version, however that's *probably* not the problem. But, well, it's not supported.... Anyway. Check the size of the attachment in the DB. That should give a clue as to whether it's being corrupted on the way in or on the way out... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cdriscoll at cfutilities.com Thu Mar 25 17:19:00 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Thu, 25 Mar 2004 16:19:00 -0600 Subject: [rt-users] Attachment problems Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E6@cfu11.cfu.local> > Word's just pulling possible explanations out of thin air. > What it likely means is that the document is corrupt. This is what I figured, it is a Microsoft product. I am surprised it didn't recommend I reinstall the OS. > Anyway. Check the size of the attachment in the DB. That should > give a clue as to whether it's being corrupted on the way in or > on the way out... I checked the database, and the file size in the database is the same size as the _corrupt_ version (1.6k when its supposed to be 70k). So it appears the problem lies when the file is being received into the database, it corrupts it. -- Thanks, ========================================== Curtis M Driscoll IS Specialist Phone: 319.268.5257 Cedar Falls Utilities Mobile:319.493.0791 Cedar Falls, IA Fax: 319.266.8158 ========================================== -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Homewood Sent: Thursday, March 25, 2004 3:59 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Attachment problems Curt Driscoll wrote: > Sorry. When opening the file (in this case a .doc file), the > application (Word) will open up and say something like "Word experienced > an error trying to open a file. Suggestions: > > *Check the file permissions for the document or drive > *Make sure there is sufficient free memory and disk space" Word's just pulling possible explanations out of thin air. What it likely means is that the document is corrupt. > Also, the size of the file uploaded was about 70k, but the size showing > in the RT ticket is 1.6k. So somewhere in RT the file is being > corrupted. Is this clearer? Thanks for the help. You're using an unsupported (for RT) mysql version, however that's *probably* not the problem. But, well, it's not supported.... Anyway. Check the size of the attachment in the DB. That should give a clue as to whether it's being corrupted on the way in or on the way out... -- >|< 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 anner at blast.com Thu Mar 25 17:36:41 2004 From: anner at blast.com (Anne Ramey) Date: Thu, 25 Mar 2004 17:36:41 -0500 Subject: [rt-users] attachments not coming through Message-ID: Sometimes, when someone creates a ticket that contains an attachment it doesn't come through...sometimes it does. Any ideas? Anne Ramey From pdh at bestpractical.com Thu Mar 25 17:36:53 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 26 Mar 2004 08:36:53 +1000 Subject: [rt-users] Attachment problems In-Reply-To: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E6@cfu11.cfu.local> References: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E6@cfu11.cfu.local> Message-ID: <20040325223653.GD744@bne.snapgear.com> Curt Driscoll wrote: > I checked the database, and the file size in the database is the same > size as the _corrupt_ version (1.6k when its supposed to be 70k). So it > appears the problem lies when the file is being received into the > database, it corrupts it. What's your mysql server's max_allowed_packet? What about RT's MaxAttachmentSize and TruncateLongAttachments? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From anner at blast.com Thu Mar 25 17:47:55 2004 From: anner at blast.com (Anne Ramey) Date: Thu, 25 Mar 2004 17:47:55 -0500 Subject: [rt-users] attachments not coming through In-Reply-To: References: Message-ID: <74CB3BCC-7EAE-11D8-92D4-000A959E1C16@blast.com> OK, let me specify a couple of things. I haven't noticed if all the ones being dropped are particularly large, but I don't think so. How do I check what MaxAttachmentSize is set to? I don't have a my.cnf, so how do I check what max_packet_size is set to? I'm on a linux system. Thanks, Anne On Mar 25, 2004, at 5:36 PM, Anne Ramey wrote: > Sometimes, when someone creates a ticket that contains an attachment > it doesn't come through...sometimes it does. Any ideas? > > Anne Ramey > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 cdriscoll at cfutilities.com Thu Mar 25 18:01:05 2004 From: cdriscoll at cfutilities.com (Curt Driscoll) Date: Thu, 25 Mar 2004 17:01:05 -0600 Subject: [rt-users] Attachment problems Message-ID: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E7@cfu11.cfu.local> [mysqld] Mysql's max_allowed_packet=1M (Is this enough?) [RT] MaxAttachmentSize= 10MB TruncateLongAttachments= undef -- Thanks, ========================================== Curtis M Driscoll IS Specialist Phone: 319.268.5257 Cedar Falls Utilities Mobile:319.493.0791 Cedar Falls, IA Fax: 319.266.8158 ========================================== -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Homewood Sent: Thursday, March 25, 2004 4:37 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Attachment problems Curt Driscoll wrote: > I checked the database, and the file size in the database is the same > size as the _corrupt_ version (1.6k when its supposed to be 70k). So it > appears the problem lies when the file is being received into the > database, it corrupts it. What's your mysql server's max_allowed_packet? What about RT's MaxAttachmentSize and TruncateLongAttachments? -- >|< 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 rt at chaka.net Thu Mar 25 17:14:40 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 25 Mar 2004 17:14:40 -0500 Subject: [rt-users] How good is the RT3 support for an Oracle DB? Message-ID: <20040325221440.GZ4373@chaka.net> I have been happily developing a customized RT3 against a MySQL database for our company. For production I may be forced to use Oracle. How good is the RT3 support for Oracle? Is there much of a performance difference? Any gottchas I should watch out for? Thanks! -Todd From lupo at dean.homedns.org Thu Mar 25 18:59:52 2004 From: lupo at dean.homedns.org (Jason Reed) Date: Thu, 25 Mar 2004 15:59:52 -0800 (PST) Subject: [rt-users] Problems after RT 3-0-1 -> 3-0-9 upgrade Message-ID: I've just upgraded our system from Redhat 8.0 to Redhat 9, and then upgraded RT from 3-0-1 to 3-0-9. initially i had an error in /var/spool/maillog of: DSN: unknown mailer error 127 & to="|/opt/rt3/bin/rt-mailgate --queue cfrnetdesk --action correspond --url https://hostname.com/" --debug, ctladdr= (8/0), delay=00:00:01, xdelay=00:00:01, mailer=prog, pri=32205, dsn=5.3.0, stat=unknown mailer error 127 I reinstalled Net::SSLeay, and Crypto::SSLeay, and I don't get the 'unknown mailer error 127' error anymore... BUT now I get the EX_TEMPFAIL error as follows: sendmail[1171]: i2PNnN5X000843: to="|/opt/rt3/bin/rt-mailgate --queue cfrnetdesk --action correspond --url https://hostname.com/" --debug, ctladdr= (8/0), delay=00:06:53, xdelay=00:00:01, mailer=prog, pri=212205, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Can somebody help with this EX_TEMPFAIL error coming out of smrsh? Thanks, Jason Reed lupo at dean.homedns.org From vinita at cs.mu.OZ.AU Fri Mar 26 01:09:02 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Fri, 26 Mar 2004 17:09:02 +1100 Subject: [rt-users] command line interface with Apache Authentication References: <405F7D4B.1010902@cs.mu.oz.au> <4062775C.6020701@cs.mu.oz.au> Message-ID: <4063C8FE.3070006@cs.mu.oz.au> FYI, if any one is wondering......... I fix the problem :-) :-) by adding below line before send a request. $req->authorization_basic($config{user}, $config{passwd}); don't know why the LWP::Useragent::credentials did not work. Thanks vinita vigine MURUGIAH wrote: > HI, I'm still couldn't find the solution yet > > I tried to set the username/password before sent request , still not > working > #LWP::useragent->credentials( $netloc, $realm, $uname, $pass ) > $ua->credentials($uri->host_port, "RT access", $config{user}, > $config{passwd}); > > my $res = $ua->request($req); > > not use what is $netloc suppose to be!! > > please help!!!! > > Thanks > > vinita vigine MURUGIAH wrote: > >> HI >> The command line interface works fine with the RT internal >> Authentication, but doesn't seems to work when I switch to the Apache >> Authentication. >> >> Apache Authentication by web, works fine! >> >> All I set for command line configuration are >> export RTDEBUG=3 >> export RTSERVER= http://rt:8000/ - this is the place I go in the web >> to access RT. >> >> My UNIX username, the RT username and RT unix-username are same. >> >> Am I missing any setup??? >> >> I looked at all the log files, rt.log (RT_Config) & error_log, >> rt_error_log and rt_access_log (apache), no error msg, only got >> rt_access_log : >> 128.250.37.70 - - [23/Mar/2004:10:32:06 +1100] "POST //REST/1.0/show >> HTTP/1.0" 401 470 >> >> >> with internal RTl Authentication - work fine >> -------------------------------- >> [vinita at mulga] bin [1:95] ./rt ls "queue='DBA'" >> Password: >> POST http://rt:8000//REST/1.0/search/ticket >> Content-Length: 274 >> Content-Type: multipart/form-data; boundary=xYzZY >> >> --xYzZY >> Content-Disposition: form-data; name="query" >> >> queue='DBA' >> --xYzZY >> Content-Disposition: form-data; name="orderby" >> >> >> --xYzZY >> Content-Disposition: form-data; name="user" >> >> vinita >> --xYzZY >> Content-Disposition: form-data; name="pass" >> >> XXXXXXX >> --xYzZY-- >> >> HTTP/1.0 200 OK >> Cache-Control: no-cache, no-store >> Date: Mon, 22 Mar 2004 23:23:20 GMT >> Pragma: no-cache >> Server: Apache/1.3.29 (Unix) mod_perl/1.29 >> Content-Type: text/plain; charset=UTF-8 >> Client-Date: Mon, 22 Mar 2004 23:23:20 GMT >> Client-Peer: 128.250.37.70:3128 >> Client-Response-Num: 1 >> Proxy-Connection: close >> Set-Cookie: RT_SID_cs.mu.OZ.AU.8000=0e36f33cce273c54892e23fbac08c3b9; >> path=/ >> X-Cache: MISS from calamari.cs.mu.OZ.AU >> >> RT/3.0.8 200 Ok >> >> 1: testing 1 2 3 >> 2: ticket by vvj >> 7: main dba fix >> 8: sub DBA -1 >> 9: sub DBA -2 >> >> >> 1: testing 1 2 3 >> 2: ticket by vvj >> 7: main dba fix >> 8: sub DBA -1 >> 9: sub DBA -2 >> [vinita at mulga] bin [1:96] >> >> with Apache Authentication, (add the .htaccess at doc root, then stop >> start the apache) >> ------------------------------------- >> [vinita at mulga] bin [1:107] ./rt show ticket/2 >> Password: >> POST http://rt:8000//REST/1.0/show >> Content-Length: 205 >> Content-Type: multipart/form-data; boundary=xYzZY >> >> --xYzZY >> Content-Disposition: form-data; name="id" >> >> ticket/2 >> --xYzZY >> Content-Disposition: form-data; name="user" >> >> vinita >> --xYzZY >> Content-Disposition: form-data; name="pass" >> >> XXXXXX >> --xYzZY-- >> >> HTTP/1.0 401 Unauthorized >> Date: Mon, 22 Mar 2004 23:32:41 GMT >> Server: Apache/1.3.29 (Unix) mod_perl/1.29 >> WWW-Authenticate: Basic realm="RT access" >> Content-Type: text/html; charset=iso-8859-1 >> Client-Date: Mon, 22 Mar 2004 23:32:41 GMT >> Client-Peer: 128.250.37.70:3128 >> Client-Response-Num: 1 >> Proxy-Connection: close >> Title: 401 Authorization Required >> X-Cache: MISS from calamari.cs.mu.OZ.AU >> >> >> >> 401 Authorization Required >> >>

Authorization Required

>> This server could not verify that you >> are authorized to access the document >> requested. Either you supplied the wrong >> credentials (e.g., bad password), or your >> browser doesn't understand how to supply >> the credentials required.

>>


>>
Apache/1.3.29 Server at rt.cs.mu.OZ.AU Port 8000
>> >> >> rt: Server error: Unauthorized (401) >> >>-- >> >> >>warm regards >>Vinita Vigine Murugiah >>Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 >> >> >>------------------------------------------------------------------------ >> >>_______________________________________________ >>rt-users mailing list >>rt-users at lists.bestpractical.com >>http://lists.bestpractical.com/mailman/listinfo/rt-users >> >>Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> > >-- > > >warm regards >Vinita Vigine Murugiah >Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 > > > >------------------------------------------------------------------------ > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sebastien.person at easter-eggs.com Fri Mar 26 05:25:49 2004 From: sebastien.person at easter-eggs.com (Sebastien Person) Date: Fri, 26 Mar 2004 11:25:49 +0100 Subject: [rt-users] scrip question : reply to resolved ticket must open a new ticket Message-ID: <20040326112549.4b0eca8f@jonquille> hi, I use RT 3.0.9 and I trying to make a scrip to automatically catch reply to resolved ticket and create a new ticket with content from the reply catched. I haven't already write all the parts of the scrips, but I would like to get the list advices on the best way to achieve this. The scrip condition I want to use will look like this one : Custom condition scrip : ------------------------ my $ticket = $self->TicketObj; my $transaction = $self->TransactionObj; $RT::Logger->debug(">>> Entering CustomCondition test : STATUS=" . $ticket->Status. ", TYPE=" . $transaction->Type ."<<<"); if ($transaction->IsInbound() && $transaction->Status eq 'resolved'){ # && $transaction->Type eq 'Correspond' ) { # && $ticket->Status eq 'resolved' $RT::Logger->debug(">> The requestor correspond on his ticket."); $RT::Logger->debug(">> But, we need to disable global Scrip On Correspond Open to add constraint on the status."); return(1); } else { return(undef); } The people who reply to the ticket must be the requestor (e.g customer), and the status must be resolved. As far as I know I must disable On Correspond Open ticket scrip to get it working. Do you know know another better way to detect reply on resolved ticket ? For the action scrip, I haven't allready put all that must be done, but I create a new one ticket related to the old, create a subject related to the old one, and add the correct requestor(s) to the ticket. I also have a custom field for the customer that I must copy. Now I must found a way to attach the mail received (the one in reply to resolved ticket) to the new ticket and ideally don't let RT to add it on the old ticket. I believe that I must deal with the transaction object and their attachements but I'm not sure and don't know what are the revelant info that must be copied ? Is there any method that allow to duplicate or ideally move a correspondence fron one queue to another (didn't managed to found it in the docs) ? Anyway, here's follow what I have allready write in my scrip action : Custom Action scrip: -------------------- my $ticket = $self->TicketObj; $RT::Logger->debug(">>> Entering Custom Action <<<"); $RT::Logger->debug(">> Ticket : id=". $ticket->EffectiveId ); # new ticket (cross link is automatic) my $child_ticket = RT::Ticket->new($RT::SystemUser); my ($child_id, $child_TransObj, $errorMsg) = $child_ticket->Create(Queue => $ticket->Queue, Subject => 'suite du ticket #'. $ticket->Id . ' : ' . $ticket->Subject, RefersTo => $ticket->Id); unless ($child_id) { $RT::Logger->debug(">>Error : ". $errorMsg); return undef } # add requestors address my $requestor = $ticket->RequestorAddresses; $RT::Logger->debug(">> requestors addresses found : " . $requestor); my @mails = split /,\s*/, $requestor; # transform mail list comma separated into array foreach my $email ( @mails) { my ($ret, $errorMsg ) = $child_ticket->AddWatcher(Type => 'Requestor', Email => $email); if (!$ret) { $RT::Logger->debug(">>Error : ". $errorMsg); } } # find client customFielObj my $customField = new RT::CustomField($RT::SystemUser); my ($customFieldId, $errorMsg)?= $customField->LoadByNameAndQueue( Name => "client", Queue => $ticket->Queue); unless ($customFieldId) { # check the global CF if the local doesn't exist ($customFieldId,$errorMsg) = $customField->LoadByNameAndQueue ( Name => "client", Queue => 0); } # add custom fields for the client # $cf_client = $ticket->FirstCustomFieldValue('client'); # another way by id .... as the named way didn't work for me my $cf_client = 'none'; # by default client is none if ($customFieldId) { $cf_client = $ticket->FirstCustomFieldValue($customFieldId); $RT::Logger->debug(">> CustomField found : " . $cf_client); ($ret, $errorMsg) = $child_ticket->AddCustomFieldValue( Field => $customFieldId, Value => $cf_client); # 1=ok unless ($ret) { $RT::Logger->debug(">>Error : ". $errorMsg); } } # close the old ticket $ticket->SetStatus('resolved'); return 1; Don't hesitate to comment my scrips as I'm not very familiar with RT, it would help me to better understand it. I hope that my problem description is clear, if it is not ask me and I will give you more details. Any help will be very appreciated ... Thanks for your help. seb From pjsm at fct.unl.pt Fri Mar 26 05:26:21 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Fri, 26 Mar 2004 10:26:21 +0000 (WET) Subject: [rt-users] Ave time to resolve is off by 1 day In-Reply-To: References: Message-ID: On Thu, 25 Mar 2004, Kogami, Bruce wrote: > I'm hoping that wasn't done by design but a simple mistake. > > If anyone has any suggestions on how I can fix this problem, please let > me know. All other stats display correctly. You're not using the latest Statistics package. Get it from: ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From pjsm at fct.unl.pt Fri Mar 26 05:31:31 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Fri, 26 Mar 2004 10:31:31 +0000 (WET) Subject: [rt-users] [wiki] Page for contrib RT3StatiscsPackage In-Reply-To: <20040326112549.4b0eca8f@jonquille> References: <20040326112549.4b0eca8f@jonquille> Message-ID: Hi all! You can find it at: http://wiki.bestpractical.com/cgi-bin/index.cgi?RT3StatisticsPackage -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From om at improva.dk Fri Mar 26 05:50:56 2004 From: om at improva.dk (Oliver Marx) Date: Fri, 26 Mar 2004 11:50:56 +0100 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <007601c4128a$3ed611e0$2101a8c0@EMMA> Message-ID: <00b101c41320$37bbc3f0$2101a8c0@EMMA> Dear List, We have the following problem: User_A is user_a at company1.com User_B is user_b at company1.com User_C is c_user at another_company.com User_A sends in a ticket - #1 User_C sends in a ticket - #2 User_B sends in a ticket - #3 Both User_A and User_B should be able to see ticket #1 and ticket #3 but _not_ ticket #2. User_C should be able to see ticket #2, but not tickets #1 and #3. Is this possible to do with RT3, and if so, how does one do it? \Oliver From pjsm at fct.unl.pt Fri Mar 26 06:02:39 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Fri, 26 Mar 2004 11:02:39 +0000 (WET) Subject: [rt-users] How good is the RT3 support for an Oracle DB? In-Reply-To: <20040325221440.GZ4373@chaka.net> References: <20040325221440.GZ4373@chaka.net> Message-ID: On Thu, 25 Mar 2004, Todd Chapman wrote: > I have been happily developing a customized RT3 against > a MySQL database for our company. For production I may > be forced to use Oracle. How good is the RT3 support > for Oracle? Is there much of a performance difference? > Any gottchas I should watch out for? Most of this issues are RT independent, for problems, improvemnents, performance or other you should start looking at: http://search.cpan.org/dist/DBD-Oracle/Oracle.pm You might get erroneus performance reports depending on Oracle setup. Performance tunning on Oracle is much more sofisticated and tricky than MySQL. Usually Oracle defaults are good but with tunning you can almost always get more from it. Hope this helps, -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From cubic at acronis.ru Fri Mar 26 06:08:32 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 26 Mar 2004 14:08:32 +0300 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <00b101c41320$37bbc3f0$2101a8c0@EMMA> References: <00b101c41320$37bbc3f0$2101a8c0@EMMA> Message-ID: <40640F30.2060407@acronis.ru> Oliver Marx wrote: > Dear List, > > We have the following problem: > > User_A is user_a at company1.com > User_B is user_b at company1.com > User_C is c_user at another_company.com > > User_A sends in a ticket - #1 > User_C sends in a ticket - #2 > User_B sends in a ticket - #3 > > Both User_A and User_B should be able to see ticket > #1 and ticket #3 but _not_ ticket #2. > > User_C should be able to see ticket #2, but not > tickets #1 and #3. Yes this is possible. ACL scheme give you ability to implement it, but may be different solutions. I can imagine one: 1) Write small script which automaticaly create groups by user's domains, something like: Create group 'company1_com' Select users where emailaddress =~ /^[^@]+\@company1\.com$/ For each user from select add user into group 'company1_com'. Write scrip which on create add such "domain" group as ticket cc watcher. choose "domain" group by requestor domain. Grand wished rights to cc watchers role. Vualya. Magic. This work. 2) May be personal groups. I don't use it. And don't know features a lot. > > Is this possible to do with RT3, and if so, how does one do it? > > \Oliver > > > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Roy at esomething.co.uk Fri Mar 26 06:32:20 2004 From: Roy at esomething.co.uk (Raed El - Hames) Date: Fri, 26 Mar 2004 11:32:20 -0000 Subject: [rt-users] Permissions on Comments Message-ID: <003e01c41326$001c0da0$336f840a@ptyrfh> Hi there; Does anyone know which module , or what controls the permissions of what can be displayed in the external web interface, ie what controls that "comments" cannot be displayed to none privileged RT Users Many Thanks, Roy -------------- next part -------------- An HTML attachment was scrubbed... URL: From pete at mydropbox.com Fri Mar 26 07:16:09 2004 From: pete at mydropbox.com (Peter V. Metalnikov) Date: Fri, 26 Mar 2004 14:16:09 +0200 Subject: [rt-users] RTFM Article extraction problem - blank fields. Message-ID: <20040326121609.GL50455@mydropbox.com> We use RT 3.0.6 and RTFM 2.0.3rc5 on our site and it works really great, but article extraction feature in RTFM. Custom Fields are configured properly (i.e. are TextSingle) and are available while selecting where to extract the tickets postings, but after I submit the Extraction form I get a "Create a new article" form having all fields blank, i.e. nothing was extracted, and no error messages displayed. Could anyone give me an advice on that? -- With respect, | IT-Specialist | Peter V. Metalnikov | pete at mydropbox.com | From phillip at reportstar.net Fri Mar 26 03:05:23 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 03:05:23 -0500 Subject: [rt-users] rt-mailgate problems Message-ID: <4063E443.30909@reportstar.net> /I'm running a box with the following:- Redhat linux 9.0 RT 3.0.9 mysql 5.0.0 perl 5.8.0 apache 1.3.29 modperl 1 //I have setup rt 3.0.9 and it's up and running. if I create a ticket via the web interface i get an automatic responds with a ticket number but what i can't get is the reply that i send to rt using the same address and queue number or tickets that I created via email. i have read through the installation manual and did excatly what they said but i can't get this thing . my aliases are the same as in the manual (April 13 2003) / -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Fri Mar 26 08:12:05 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 26 Mar 2004 16:12:05 +0300 Subject: [rt-users] rt-mailgate problems In-Reply-To: <4063E443.30909@reportstar.net> References: <4063E443.30909@reportstar.net> Message-ID: <40642C25.2080300@acronis.ru> Phillip Leremi wrote: > /I'm running a box with the following:- > Redhat linux 9.0 > RT 3.0.9 > mysql 5.0.0 > perl 5.8.0 > apache 1.3.29 > modperl 1 > > //I have setup rt 3.0.9 and it's up and running. if I create a ticket > via the web interface i get an automatic responds with a ticket number > but what i can't get is the reply that i send to rt using the same > address and queue number or tickets that I created via email. Can you create ticket via email? If yes, then you should configure rights. no, then you should add '--debug' option to alias and analize mail log. May be send us a pease of it. Best regards. Ruslan. > > i have read through the installation manual and did excatly what they > said but i can't get this thing . my aliases are the same as in the > manual (April 13 2003) > > > > > / > > -- > Kind Regards, > Phillip > Phillip Leremi > Tel: 011 884 7633 > Fax: 011 883 5805 > phillip at reportstar.net > www.reportstar.net > > > ------------------------------------------------------------------------ > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From phillip at reportstar.net Fri Mar 26 03:26:04 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 03:26:04 -0500 Subject: [rt-users] rt-mailgate problems In-Reply-To: <40642C25.2080300@acronis.ru> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> Message-ID: <4063E91C.50902@reportstar.net> i can't create ticket via email, I have done aliases in /etc/aliases and i did smrch, i have tryed to debug but the log is empty. Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> /I'm running a box with the following:- >> Redhat linux 9.0 >> RT 3.0.9 >> mysql 5.0.0 >> perl 5.8.0 >> apache 1.3.29 >> modperl 1 >> >> //I have setup rt 3.0.9 and it's up and running. if I create a ticket >> via the web interface i get an automatic responds with a ticket >> number but what i can't get is the reply that i send to rt using the >> same address and queue number or tickets that I created via email. > > Can you create ticket via email? > If yes, then you should configure rights. > no, then you should add '--debug' option to alias and analize mail > log. May be send us a pease of it. > Best regards. Ruslan. > >> >> i have read through the installation manual and did excatly what they >> said but i can't get this thing . my aliases are the same as in the >> manual (April 13 2003) >> >> >> >> >> / >> >> -- >> Kind Regards, >> Phillip >> Phillip Leremi >> Tel: 011 884 7633 >> Fax: 011 883 5805 >> phillip at reportstar.net >> www.reportstar.net >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Fri Mar 26 08:30:28 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 26 Mar 2004 16:30:28 +0300 Subject: [rt-users] rt-mailgate problems In-Reply-To: <4063E91C.50902@reportstar.net> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> Message-ID: <40643074.90806@acronis.ru> Phillip Leremi wrote: > i can't create ticket via email, I have done aliases in /etc/aliases and > i did smrch, i have tryed to debug but the log is empty. Did you run `newaliases`? maillog empty? > > Ruslan U. Zakirov wrote: > >> Phillip Leremi wrote: >> >>> /I'm running a box with the following:- >>> Redhat linux 9.0 >>> RT 3.0.9 >>> mysql 5.0.0 >>> perl 5.8.0 >>> apache 1.3.29 >>> modperl 1 >>> >>> //I have setup rt 3.0.9 and it's up and running. if I create a ticket >>> via the web interface i get an automatic responds with a ticket >>> number but what i can't get is the reply that i send to rt using the >>> same address and queue number or tickets that I created via email. >> >> >> Can you create ticket via email? >> If yes, then you should configure rights. >> no, then you should add '--debug' option to alias and analize mail >> log. May be send us a pease of it. >> Best regards. Ruslan. >> >>> >>> i have read through the installation manual and did excatly what they >>> said but i can't get this thing . my aliases are the same as in the >>> manual (April 13 2003) >>> >>> >>> >>> >>> / >>> >>> -- >>> Kind Regards, >>> Phillip >>> Phillip Leremi >>> Tel: 011 884 7633 >>> Fax: 011 883 5805 >>> phillip at reportstar.net >>> www.reportstar.net >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> rt-users mailing list >>> rt-users at lists.bestpractical.com >>> http://lists.bestpractical.com/mailman/listinfo/rt-users >>> >>> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm >> >> >> >> > From seph at directionless.org Fri Mar 26 08:46:22 2004 From: seph at directionless.org (seph) Date: Fri, 26 Mar 2004 08:46:22 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <4063E91C.50902@reportstar.net> (Phillip Leremi's message of "Fri, 26 Mar 2004 03:26:04 -0500") References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> Message-ID: > i can't create ticket via email, I have done aliases in /etc/aliases > and i did smrch, i have tryed to debug but the log is empty. At least the first several steps are covered group. Could you include your MTA logs? Have you tried running the mailgate from the command line? seph From phillip at reportstar.net Fri Mar 26 04:26:05 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 04:26:05 -0500 Subject: [rt-users] rt-mailgate problems In-Reply-To: <40643074.90806@acronis.ru> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <40643074.90806@acronis.ru> Message-ID: <4063F72D.6040900@reportstar.net> yes i did run newaliases and now mailog has something which show the mailog results Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> i can't create ticket via email, I have done aliases in /etc/aliases >> and i did smrch, i have tryed to debug but the log is empty. > > Did you run `newaliases`? > maillog empty? > >> >> Ruslan U. Zakirov wrote: >> >>> Phillip Leremi wrote: >>> >>>> /I'm running a box with the following:- >>>> Redhat linux 9.0 >>>> RT 3.0.9 >>>> mysql 5.0.0 >>>> perl 5.8.0 >>>> apache 1.3.29 >>>> modperl 1 >>>> >>>> //I have setup rt 3.0.9 and it's up and running. if I create a >>>> ticket via the web interface i get an automatic responds with a >>>> ticket number but what i can't get is the reply that i send to rt >>>> using the same address and queue number or tickets that I created >>>> via email. >>> >>> >>> >>> Can you create ticket via email? >>> If yes, then you should configure rights. >>> no, then you should add '--debug' option to alias and analize mail >>> log. May be send us a pease of it. >>> Best regards. Ruslan. >>> >>>> >>>> i have read through the installation manual and did excatly what >>>> they said but i can't get this thing . my aliases are the same as >>>> in the manual (April 13 2003) >>>> >>>> >>>> >>>> >>>> / >>>> >>>> -- >>>> Kind Regards, >>>> Phillip >>>> Phillip Leremi >>>> Tel: 011 884 7633 >>>> Fax: 011 883 5805 >>>> phillip at reportstar.net >>>> www.reportstar.net >>>> >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> >>>> _______________________________________________ >>>> rt-users mailing list >>>> rt-users at lists.bestpractical.com >>>> http://lists.bestpractical.com/mailman/listinfo/rt-users >>>> >>>> Have you read the FAQ? The RT FAQ Manager lives at >>>> http://fsck.com/rtfm >>> >>> >>> >>> >>> >> > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Fri Mar 26 09:29:19 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 26 Mar 2004 17:29:19 +0300 Subject: [rt-users] rt-mailgate problems In-Reply-To: <4063F72D.6040900@reportstar.net> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <40643074.90806@acronis.ru> <4063F72D.6040900@reportstar.net> Message-ID: <40643E3F.5030500@acronis.ru> Phillip Leremi wrote: > yes i did run newaliases and now mailog has something which show the > mailog results And? > > Ruslan U. Zakirov wrote: > >> Phillip Leremi wrote: >> >>> i can't create ticket via email, I have done aliases in /etc/aliases >>> and i did smrch, i have tryed to debug but the log is empty. >> >> >> Did you run `newaliases`? >> maillog empty? >> From phillip at reportstar.net Fri Mar 26 04:34:43 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 04:34:43 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> Message-ID: <4063F933.7080704@reportstar.net> seph wrote: >>i can't create ticket via email, I have done aliases in /etc/aliases >>and i did smrch, i have tryed to debug but the log is empty. >> >> > >At least the first several steps are covered group. Could you include >your MTA logs? > yes here it is: Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to rebuild the alias map Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases rebuilt by root Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: from=>, size=1829, class=0, nrcpts=1, msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue support --action comment --url http://192.168.0.104/", ctladdr=> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't create output Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: i2PEamcD017198: DSN: Can't create output Mar 25 16:36:50 phillip sendmail[17198]: i2PEamcD017198: to=>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=33025, relay=fw.reportstar.net. [196.22.194.226], dsn=2.0.0, stat=Sent (Ok: queued as 54D381251E7) Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: from=root, size=2397, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, relay=root at localhost Mar 26 04:02:04 phillip sendmail[17524]: i2Q224cD017524: from=>, size=2707, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: to=root, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i2Q224cD017524 Message accepted for delivery) Mar 26 04:02:04 phillip sendmail[17525]: i2Q224cD017524: to=>, ctladdr=> (0/0), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=32933, dsn=2.0.0, stat=Sent Mar 26 11:33:10 phillip sendmail[18522]: alias database /etc/aliases rebuilt by root Mar 26 11:33:10 phillip sendmail[18522]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total >Have you tried running the mailgate from the command >line? > > no i haven't ? >seph > > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From phillip at reportstar.net Fri Mar 26 04:34:43 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 04:34:43 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> Message-ID: <4063F933.7080704@reportstar.net> seph wrote: >>i can't create ticket via email, I have done aliases in /etc/aliases >>and i did smrch, i have tryed to debug but the log is empty. >> >> > >At least the first several steps are covered group. Could you include >your MTA logs? > yes here it is: Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to rebuild the alias map Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases rebuilt by root Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: from=>, size=1829, class=0, nrcpts=1, msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue support --action comment --url http://192.168.0.104/", ctladdr=> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't create output Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: i2PEamcD017198: DSN: Can't create output Mar 25 16:36:50 phillip sendmail[17198]: i2PEamcD017198: to=>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=33025, relay=fw.reportstar.net. [196.22.194.226], dsn=2.0.0, stat=Sent (Ok: queued as 54D381251E7) Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: from=root, size=2397, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, relay=root at localhost Mar 26 04:02:04 phillip sendmail[17524]: i2Q224cD017524: from=>, size=2707, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: to=root, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i2Q224cD017524 Message accepted for delivery) Mar 26 04:02:04 phillip sendmail[17525]: i2Q224cD017524: to=>, ctladdr=> (0/0), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=32933, dsn=2.0.0, stat=Sent Mar 26 11:33:10 phillip sendmail[18522]: alias database /etc/aliases rebuilt by root Mar 26 11:33:10 phillip sendmail[18522]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total >Have you tried running the mailgate from the command >line? > > no i haven't ? >seph > > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From phillip at reportstar.net Fri Mar 26 04:36:04 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 04:36:04 -0500 Subject: [rt-users] rt-mailgate problems In-Reply-To: <40643E3F.5030500@acronis.ru> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <40643074.90806@acronis.ru> <4063F72D.6040900@reportstar.net> <40643E3F.5030500@acronis.ru> Message-ID: <4063F984.90004@reportstar.net> Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> yes i did run newaliases and now mailog has something which show the >> mailog results > > > And? this is what i get from maillog Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to rebuild the alias map Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases rebuilt by root Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: from=>, size=1829, class=0, nrcpts=1, msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue support --action comment --url http://192.168.0.104/", ctladdr=> (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't create output Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: i2PEamcD017198: DSN: Can't create output Mar 25 16:36:50 phillip sendmail[17198]: i2PEamcD017198: to=>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=33025, relay=fw.reportstar.net. [196.22.194.226], dsn=2.0.0, stat=Sent (Ok: queued as 54D381251E7) Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: from=root, size=2397, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, relay=root at localhost Mar 26 04:02:04 phillip sendmail[17524]: i2Q224cD017524: from=>, size=2707, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: to=root, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i2Q224cD017524 Message accepted for delivery) Mar 26 04:02:04 phillip sendmail[17525]: i2Q224cD017524: to=>, ctladdr=> (0/0), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=32933, dsn=2.0.0, stat=Sent Mar 26 11:33:10 phillip sendmail[18522]: alias database /etc/aliases rebuilt by root Mar 26 11:33:10 phillip sendmail[18522]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total and still i can't create a ticket through email > >> >> Ruslan U. Zakirov wrote: >> >>> Phillip Leremi wrote: >>> >>>> i can't create ticket via email, I have done aliases in >>>> /etc/aliases and i did smrch, i have tryed to debug but the log is >>>> empty. >>> >>> >>> >>> Did you run `newaliases`? >>> maillog empty? >>> > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Fri Mar 26 09:39:28 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 26 Mar 2004 17:39:28 +0300 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <4063F933.7080704@reportstar.net> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <4063F933.7080704@reportstar.net> Message-ID: <406440A0.8080404@acronis.ru> Phillip Leremi wrote: > > > seph wrote: > >>>i can't create ticket via email, I have done aliases in /etc/aliases >>>and i did smrch, i have tryed to debug but the log is empty. >>> >>> >> >>At least the first several steps are covered group. Could you include >>your MTA logs? >> > yes here it is: > Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to rebuild > the alias map > Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases > rebuilt by root > Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, > longest 194 bytes, 1412 bytes total > Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: > from=>, size=1829, > class=0, nrcpts=1, msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar > >, proto=ESMTP, > daemon=MTA, relay=phillip [127.0.0.1] > Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: > to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url > http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue > support --action comment --url http://192.168.0.104/", > ctladdr=> (8/0), delay=00:00:00, > xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't create > output Error: Can't create output You have wrong aliases. "rt-comment :"/op..." it's another aliase no same as "rt". You should have two strings in aliases one for rt and one for rt-comment. Also you could add '--debug' option of rt-mailgate. From cubic at acronis.ru Fri Mar 26 09:39:28 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 26 Mar 2004 17:39:28 +0300 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <4063F933.7080704@reportstar.net> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <4063F933.7080704@reportstar.net> Message-ID: <406440A0.8080404@acronis.ru> Phillip Leremi wrote: > > > seph wrote: > >>>i can't create ticket via email, I have done aliases in /etc/aliases >>>and i did smrch, i have tryed to debug but the log is empty. >>> >>> >> >>At least the first several steps are covered group. Could you include >>your MTA logs? >> > yes here it is: > Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to rebuild > the alias map > Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases > rebuilt by root > Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, > longest 194 bytes, 1412 bytes total > Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: > from=>, size=1829, > class=0, nrcpts=1, msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar > >, proto=ESMTP, > daemon=MTA, relay=phillip [127.0.0.1] > Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: > to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url > http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue > support --action comment --url http://192.168.0.104/", > ctladdr=> (8/0), delay=00:00:00, > xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't create > output Error: Can't create output You have wrong aliases. "rt-comment :"/op..." it's another aliase no same as "rt". You should have two strings in aliases one for rt and one for rt-comment. Also you could add '--debug' option of rt-mailgate. From David.Addison at infineon.com Fri Mar 26 09:40:32 2004 From: David.Addison at infineon.com (David.Addison at infineon.com) Date: Fri, 26 Mar 2004 22:40:32 +0800 Subject: [rt-users] Re: rt-mailgate problems Message-ID: <5E02F0ECE283D711A9850008C786F2BD048996@brsg501a.brs.infineon.com> There appears to be a pipe symbol "|" missing from the start of the alias definition so sendmail is trying to output the mail to a file called /opt/rt3/bin/mailgate rather than piping it to the program. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phillip Leremi Sent: 26 March 2004 09:35 To: rt-users at lists.fsck.com Cc: rt-users at lists.bestpractical.com; Ruslan U. Zakirov Subject: [rt-users] Re: rt-mailgate problems seph wrote: i can't create ticket via email, I have done aliases in /etc/aliases and i did smrch, i have tryed to debug but the log is empty. At least the first several steps are covered group. Could you include your MTA logs? yes here it is: Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to rebuild the alias map Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases rebuilt by root Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: from= >, size=1829, class=0, nrcpts=1, msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url http://192.168.0.104/ " rt-comment :"/opt/rt3/bin/rt-mailgate --queue support --action comment --url http://192.168.0.104/ ", ctladdr= > (8/0), delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't create output Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: i2PEamcD017198: DSN: Can't create output Mar 25 16:36:50 phillip sendmail[17198]: i2PEamcD017198: to= >, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=33025, relay=fw.reportstar.net . [196.22.194.226], dsn=2.0.0, stat=Sent (Ok: queued as 54D381251E7) Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: from=root, size=2397, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, relay=root at localhost Mar 26 04:02:04 phillip sendmail[17524]: i2Q224cD017524: from= >, size=2707, class=0, nrcpts=1, msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net >, proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: to=root, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (i2Q224cD017524 Message accepted for delivery) Mar 26 04:02:04 phillip sendmail[17525]: i2Q224cD017524: to= >, ctladdr= > (0/0), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=32933, dsn=2.0.0, stat=Sent Mar 26 11:33:10 phillip sendmail[18522]: alias database /etc/aliases rebuilt by root Mar 26 11:33:10 phillip sendmail[18522]: /etc/aliases: 67 aliases, longest 194 bytes, 1412 bytes total Have you tried running the mailgate from the command line? no i haven't ? seph -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From phillip at reportstar.net Fri Mar 26 04:47:08 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 04:47:08 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <406440A0.8080404@acronis.ru> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <4063F933.7080704@reportstar.net> <406440A0.8080404@acronis.ru> Message-ID: <4063FC1C.2030903@reportstar.net> Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> >> >> seph wrote: >> >>>> i can't create ticket via email, I have done aliases in /etc/aliases >>>> and i did smrch, i have tryed to debug but the log is empty. >>>> >>> >>> At least the first several steps are covered group. Could you include >>> your MTA logs? >> >> yes here it is: >> Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to >> rebuild the alias map >> Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases >> rebuilt by root >> Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, >> longest 194 bytes, 1412 bytes total >> Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: >> from=>, >> size=1829, class=0, nrcpts=1, >> msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar >> >, proto=ESMTP, >> daemon=MTA, relay=phillip [127.0.0.1] >> Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: >> to="/opt/rt3/bin/rt-mailgate --queue support --action correspond >> --url http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate >> --queue support --action comment --url http://192.168.0.104/", >> ctladdr=> (8/0), delay=00:00:00, >> xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't >> create output > > > > Error: Can't create output > > You have wrong aliases. "rt-comment :"/op..." it's another aliase no > same as "rt". You should have two strings in aliases one for rt and > one for rt-comment. i have two strings in aliases for rt on one line. is this ok? cause it said in the manual that there should all be on 1 line and i further have two strings each for support,hardware,server and netwoking > > Also you could add '--debug' option of rt-mailgate. > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Fri Mar 26 04:47:08 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 04:47:08 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <406440A0.8080404@acronis.ru> References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <4063F933.7080704@reportstar.net> <406440A0.8080404@acronis.ru> Message-ID: <4063FC1C.2030903@reportstar.net> Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> >> >> seph wrote: >> >>>> i can't create ticket via email, I have done aliases in /etc/aliases >>>> and i did smrch, i have tryed to debug but the log is empty. >>>> >>> >>> At least the first several steps are covered group. Could you include >>> your MTA logs? >> >> yes here it is: >> Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to >> rebuild the alias map >> Mar 25 16:36:36 phillip sendmail[17166]: alias database /etc/aliases >> rebuilt by root >> Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, >> longest 194 bytes, 1412 bytes total >> Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: >> from=>, >> size=1829, class=0, nrcpts=1, >> msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar >> >, proto=ESMTP, >> daemon=MTA, relay=phillip [127.0.0.1] >> Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: >> to="/opt/rt3/bin/rt-mailgate --queue support --action correspond >> --url http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate >> --queue support --action comment --url http://192.168.0.104/", >> ctladdr=> (8/0), delay=00:00:00, >> xdelay=00:00:00, mailer=*file*, pri=32001, dsn=5.0.0, stat=Can't >> create output > > > > Error: Can't create output > > You have wrong aliases. "rt-comment :"/op..." it's another aliase no > same as "rt". You should have two strings in aliases one for rt and > one for rt-comment. i have two strings in aliases for rt on one line. is this ok? cause it said in the manual that there should all be on 1 line and i further have two strings each for support,hardware,server and netwoking > > Also you could add '--debug' option of rt-mailgate. > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From seph at directionless.org Fri Mar 26 09:47:46 2004 From: seph at directionless.org (seph) Date: Fri, 26 Mar 2004 09:47:46 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <4063F933.7080704@reportstar.net> (Phillip Leremi's message of "Fri, 26 Mar 2004 04:34:43 -0500") References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <4063F933.7080704@reportstar.net> Message-ID: >>At least the first several steps are covered group. Could you include >> your MTA logs? > to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url > http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue > support --action comment --url http://192.168.0.104/", Does your alias line have a pipe, what is it? >>Have you tried running the mailgate from the command >>line? >> > no i haven't ? well, then why do you think it's an rt problem and not just a misconfigured MTA? seph From seph at directionless.org Fri Mar 26 09:47:46 2004 From: seph at directionless.org (seph) Date: Fri, 26 Mar 2004 09:47:46 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <4063F933.7080704@reportstar.net> (Phillip Leremi's message of "Fri, 26 Mar 2004 04:34:43 -0500") References: <4063E443.30909@reportstar.net> <40642C25.2080300@acronis.ru> <4063E91C.50902@reportstar.net> <4063F933.7080704@reportstar.net> Message-ID: >>At least the first several steps are covered group. Could you include >> your MTA logs? > to="/opt/rt3/bin/rt-mailgate --queue support --action correspond --url > http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate --queue > support --action comment --url http://192.168.0.104/", Does your alias line have a pipe, what is it? >>Have you tried running the mailgate from the command >>line? >> > no i haven't ? well, then why do you think it's an rt problem and not just a misconfigured MTA? seph From phillip at reportstar.net Fri Mar 26 04:50:14 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 04:50:14 -0500 Subject: [rt-users] Re: rt-mailgate problems In-Reply-To: <5E02F0ECE283D711A9850008C786F2BD048996@brsg501a.brs.infineon.com> References: <5E02F0ECE283D711A9850008C786F2BD048996@brsg501a.brs.infineon.com> Message-ID: <4063FCD6.2070202@reportstar.net> David.Addison at infineon.com wrote: > There appears to be a pipe symbol "|" missing from the start of the > alias definition so sendmail is trying to output the mail to a file > called /opt/rt3/bin/mailgate rather than piping it to the program. thankz i didn't see that maybe thats the problem > -----Original Message----- > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Phillip Leremi > *Sent:* 26 March 2004 09:35 > *To:* rt-users at lists.fsck.com > *Cc:* rt-users at lists.bestpractical.com; Ruslan U. Zakirov > *Subject:* [rt-users] Re: rt-mailgate problems > > > > seph wrote: > >>>i can't create ticket via email, I have done aliases in /etc/aliases >>>and i did smrch, i have tryed to debug but the log is empty. >>> >>> >> >>At least the first several steps are covered group. Could you include >>your MTA logs? >> > yes here it is: > Mar 25 16:36:31 phillip sendmail[17164]: user 500 attempted to > rebuild the alias map > Mar 25 16:36:36 phillip sendmail[17166]: alias database > /etc/aliases rebuilt by root > Mar 25 16:36:36 phillip sendmail[17166]: /etc/aliases: 67 aliases, > longest 194 bytes, 1412 bytes total > Mar 25 16:36:48 phillip sendmail[17197]: i2PEamcD017197: > from=>, > size=1829, class=0, nrcpts=1, > msgid=<013b01c41278$f4ca9870$1500a8c0 at reportstar > >, proto=ESMTP, > daemon=MTA, relay=phillip [127.0.0.1] > Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: > to="/opt/rt3/bin/rt-mailgate --queue support --action correspond > --url http://192.168.0.104/" rt-comment :"/opt/rt3/bin/rt-mailgate > --queue support --action comment --url http://192.168.0.104/", > ctladdr=> (8/0), > delay=00:00:00, xdelay=00:00:00, mailer=*file*, pri=32001, > dsn=5.0.0, stat=Can't create output > Mar 25 16:36:48 phillip sendmail[17198]: i2PEamcD017197: > i2PEamcD017198: DSN: Can't create output > Mar 25 16:36:50 phillip sendmail[17198]: i2PEamcD017198: > to=>, > delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=33025, > relay=fw.reportstar.net. [196.22.194.226], dsn=2.0.0, stat=Sent > (Ok: queued as 54D381251E7) > Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: > from=root, size=2397, class=0, nrcpts=1, > msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net > >, > relay=root at localhost > Mar 26 04:02:04 phillip sendmail[17524]: i2Q224cD017524: > from= >, size=2707, class=0, > nrcpts=1, > msgid=<200403260202.i2Q224M2017521 at phillip.reportstar.net > >, > proto=ESMTP, daemon=MTA, relay=phillip [127.0.0.1] > Mar 26 04:02:04 phillip sendmail[17521]: i2Q224M2017521: to=root, > ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, > pri=30055, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent > (i2Q224cD017524 Message accepted for delivery) > Mar 26 04:02:04 phillip sendmail[17525]: i2Q224cD017524: > to= >, > ctladdr= > (0/0), delay=00:00:00, > xdelay=00:00:00, mailer=local, pri=32933, dsn=2.0.0, stat=Sent > Mar 26 11:33:10 phillip sendmail[18522]: alias database > /etc/aliases rebuilt by root > Mar 26 11:33:10 phillip sendmail[18522]: /etc/aliases: 67 aliases, > longest 194 bytes, 1412 bytes total > >>Have you tried running the mailgate from the command >>line? >> >> > no i haven't ? > >>seph >> >> >> > > >-- >Kind Regards, >Phillip >Phillip Leremi >Tel: 011 884 7633 >Fax: 011 883 5805 >phillip at reportstar.net >www.reportstar.net > >------------------------------------------------------------------------ > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeany.berube at adsinc.ca Fri Mar 26 09:53:09 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Fri, 26 Mar 2004 09:53:09 -0500 Subject: [rt-users] HTTPD can't start! Message-ID: <1080312789.3188.6.camel@localhost.localdomain> Hi I was not able to create tickets by email, so i updated my Fedora Core 1. I am now with: Perl 5.8.3.16 Apache 2.0.48 Mod_perl 1.99 I try to restart apache, and i get a lot of errors: "Can't locate APACHE/Constants.pm" "Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, exiting..." Could someone help me? Jean-Yan Berube From phillip at reportstar.net Fri Mar 26 05:05:02 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Fri, 26 Mar 2004 05:05:02 -0500 Subject: [rt-users] HTTPD can't start! In-Reply-To: <1080312789.3188.6.camel@localhost.localdomain> References: <1080312789.3188.6.camel@localhost.localdomain> Message-ID: <4064004E.2070306@reportstar.net> maybe you ar running two httpd. stop the httpd service and stop apache and then start apache on it's own! Jean-Yan Beube wrote: >Hi > >I was not able to create tickets by email, so i updated my Fedora Core >1. > >I am now with: >Perl 5.8.3.16 >Apache 2.0.48 >Mod_perl 1.99 > >I try to restart apache, and i get a lot of errors: > >"Can't locate APACHE/Constants.pm" >"Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, >exiting..." > >Could someone help me? > >Jean-Yan Berube > >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From Paul.Barmaksezian at Overture.com Fri Mar 26 10:04:08 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Fri, 26 Mar 2004 07:04:08 -0800 Subject: [rt-users] Resolving Tickets via Email Message-ID: I know this has been asked many times, but I still cannot find the answer that works for me. Maybe some one can some day put some docs on the wiki or something? I would like to know the definitive way to modify tickets via email - I'm especially concerned with resolving them. I tried using "%RT RESOLVE " but that just puts a reply in the ticket with that text. I then tried using the enhanced-mailgate instead of rt-mailgate, but that seems to only work with version 2 (looks like Email.pm has changed in RT 3). The thread for that is found here: http://lists.fsck.com/pipermail/rt-users/2003-January/011843.html I have RT 3.0.9 running. Any suggestions? Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From jeany.berube at adsinc.ca Fri Mar 26 10:09:58 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Fri, 26 Mar 2004 10:09:58 -0500 Subject: [rt-users] HTTPD can't start! In-Reply-To: <4064004E.2070306@reportstar.net> References: <1080312789.3188.6.camel@localhost.localdomain> <4064004E.2070306@reportstar.net> Message-ID: <1080313798.3188.18.camel@localhost.localdomain> Well, HTTPD is the command to start apache. when i try "httpd -k stop", it only tells me that it is not running. I haven't change anything in the config files, i only updated my system. Any idea? On Fri, 2004-03-26 at 05:05, Phillip Leremi wrote: > maybe you ar running two httpd. stop the httpd service and stop > apache and then start apache on it's own! > > Jean-Yan Beube wrote: > > Hi > > > > I was not able to create tickets by email, so i updated my Fedora Core > > 1. > > > > I am now with: > > Perl 5.8.3.16 > > Apache 2.0.48 > > Mod_perl 1.99 > > > > I try to restart apache, and i get a lot of errors: > > > > "Can't locate APACHE/Constants.pm" > > "Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, > > exiting..." > > > > Could someone help me? > > > > Jean-Yan Berube > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > > > > > > -- > Kind Regards, > Phillip > Phillip Leremi > Tel: 011 884 7633 > Fax: 011 883 5805 > phillip at reportstar.net > www.reportstar.net From ray.walters at kiffanalytical.com Fri Mar 26 10:18:12 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Fri, 26 Mar 2004 07:18:12 -0800 Subject: [rt-users] RTFM Article extraction problem - blank fields. Message-ID: <406449B4.9080104@kiffanalytical.com> I had a similar issues that I haven't been able to figure out. Apache2+mod_perl2, RT 3.0.8 and I tried both RTFM 2.0.3rc6 and 2.0.2 on RedHat 9. Anybody know what is going on? Peter V. Metalnikov wrote: > We use RT 3.0.6 and RTFM 2.0.3rc5 on our site and it works really great, but > article extraction feature in RTFM. Custom Fields are configured properly > (i.e. are TextSingle) and are available while selecting where to extract the > tickets postings, but after I submit the Extraction form I get a "Create a new article" form having all fields blank, i.e. nothing was extracted, and > no error messages displayed. Could anyone give me an advice on that? > From kfh at mqsoftware.com Fri Mar 26 10:18:55 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 26 Mar 2004 09:18:55 -0600 Subject: [rt-users] HTTPD can't start! Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A17E0@mailservermn.mqsoftware.com> Unfortunately, I believe that "you are toast". I did this awhile back, and there seem to be some problems using Mason on the latest ModPerl2. You can find some information at http://www.masonhq.com, but even when I applied the recommended tweaks, I still couldn't get it to start. This was on one of my test boxes, so I haven't pursued it. My current plan (assuming that MasonHQ doesn't have more information by the time I get back to this) is to switch that machine to FastCGI. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -----Original Message----- From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] Sent: Friday, March 26, 2004 8:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] HTTPD can't start! Hi I was not able to create tickets by email, so i updated my Fedora Core 1. I am now with: Perl 5.8.3.16 Apache 2.0.48 Mod_perl 1.99 I try to restart apache, and i get a lot of errors: "Can't locate APACHE/Constants.pm" "Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, exiting..." Could someone help me? Jean-Yan Berube _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 pawal at blipp.com Fri Mar 26 10:22:40 2004 From: pawal at blipp.com (Patrik Wallstrom) Date: Fri, 26 Mar 2004 16:22:40 +0100 Subject: [rt-users] rt2-to-rt3-1.23 In-Reply-To: <20040325104438.GR1700@vic20.blipp.com> References: <20040325104438.GR1700@vic20.blipp.com> Message-ID: <20040326152240.GY1700@vic20.blipp.com> On Thu, 25 Mar 2004, Patrik Wallstrom wrote: > When importing an rt2.0.13 dump to version 3.0.9 I get the following > errors: > > Importing groups > ggrrrrrrqqqqqqqImporting tickets..Importing links > lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. > lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. > lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. > lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. > lCan't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/URI.pm line 177. > Couldn't create link from fsck.com-rt:/ticket/67 to > fsck.com-rt:/ticket/27party#/home/pawal/src/rt2-to-rt3-1.23> > > And then it halts, with no tickets imported. The imported users seems > fine. When I use the RT with the import done so far, I get the following problem when I try to view a new ticket (the only ticket so far): error: Can't locate object method "Columns" via package "RT::Attachments" at /usr/local/rt3/share/html/Ticket/Elements/ShowAttachments line 66. context: ... 62: my %documents; 63: my $transactions = $Ticket->Transactions(); 64: while (my $trans = $transactions->Next()) { 65: my $attachments = $trans->Attachments(); 66: $attachments->Columns( qw( Id Filename ContentType Headers Subject Parent ContentEncoding ContentType TransactionId) ); 67: $attachments->Limit(FIELD => 'Filename', OPERATOR => 'IS NOT', VALUE => 'NULL', QUOTEVALUE => 0, ENTRYAGGREGATOR => 'AND'); 68: $attachments->Limit(FIELD => 'Filename', OPERATOR => '!=', VALUE => '', ENTRYAGGREGATOR => 'AND'); 69: while (my $attach = $attachments->Next()) { 70: next unless ($attach->Filename()); ... code stack: /usr/local/rt3/share/html/Ticket/Elements/ShowAttachments:66 /usr/local/rt3/share/html/Ticket/Elements/ShowSummary:68 /usr/local/rt3/share/html/Ticket/Display.html:33 /usr/local/rt3/share/html/autohandler:195 raw error Does this relate to the import problem, perhaps? -- patrik_wallstrom->foodfight->pawal at blipp.com->+46-733173956 `-> http://www.gnuheter.com/ From kfh at mqsoftware.com Fri Mar 26 10:26:18 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Fri, 26 Mar 2004 09:26:18 -0600 Subject: [rt-users] HTTPD can't start! Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A17E5@mailservermn.mqsoftware.com> I was a little short on info, so I'll try to correct that. The first issue that I hit after updating seemed to be a problem because of the new perl. Apache didn't seem to be able to find some of the perl modules that had been installed before the upgrade. I fiddled with this for awhile, but in the end I removed all traces of perl, modPerl, and I think I even removed apache. I then rebooted and reinstalled all those things, reinstalled all the CPAN modules that RT needs, and got past the error you're having. I then ran smack into the MasonMQ/ModPerl2 incompatibilities, and stopped dead. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -----Original Message----- From: Kelly F. Hickel Sent: Friday, March 26, 2004 9:19 AM To: 'jeany.berube at adsinc.ca'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] HTTPD can't start! Unfortunately, I believe that "you are toast". I did this awhile back, and there seem to be some problems using Mason on the latest ModPerl2. You can find some information at http://www.masonhq.com, but even when I applied the recommended tweaks, I still couldn't get it to start. This was on one of my test boxes, so I haven't pursued it. My current plan (assuming that MasonHQ doesn't have more information by the time I get back to this) is to switch that machine to FastCGI. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -----Original Message----- From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] Sent: Friday, March 26, 2004 8:53 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] HTTPD can't start! Hi I was not able to create tickets by email, so i updated my Fedora Core 1. I am now with: Perl 5.8.3.16 Apache 2.0.48 Mod_perl 1.99 I try to restart apache, and i get a lot of errors: "Can't locate APACHE/Constants.pm" "Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, exiting..." Could someone help me? Jean-Yan Berube _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 mick at onramp.ca Fri Mar 26 10:37:42 2004 From: mick at onramp.ca (Mick Szucs) Date: Fri, 26 Mar 2004 10:37:42 -0500 Subject: [rt-users] HTTPD can't start! In-Reply-To: <1080312789.3188.6.camel@localhost.localdomain> References: <1080312789.3188.6.camel@localhost.localdomain> Message-ID: <200403261037.42823.mick@onramp.ca> On March 26, 2004 09:53 am, Jean-Yan Beube wrote: > I was not able to create tickets by email, so i updated my Fedora Core > 1. > > I am now with: > Perl 5.8.3.16 > Apache 2.0.48 > Mod_perl 1.99 > > I try to restart apache, and i get a lot of errors: > > "Can't locate APACHE/Constants.pm" > "Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, > exiting..." > > Could someone help me? http://lists.fsck.com/pipermail/rt-users/2003-October/018010.html -- Mick Szucs Onramp Network Services Inc. From martinm at CS.Princeton.EDU Fri Mar 26 10:40:13 2004 From: martinm at CS.Princeton.EDU (Martin Makowiecki) Date: Fri, 26 Mar 2004 10:40:13 -0500 Subject: [rt-users] ParseForCC on all mail? Message-ID: <40644EDD.4020706@cs.princeton.edu> Hi, I'm a new users on RT and am trying to configure my system. Our organization needs to have non-rt users be able to bring in other people into a conversation via CC. I know that the requestor can do this via the "Set($ParseNewMessageForTicketCcs , 1);" configuration. But I would like to have *all* mail parsed and any new CCs added to the list of CC watchers for that ticket. Is there a ay of doing this? thanks for your help -Martin From rt at chaka.net Fri Mar 26 10:03:58 2004 From: rt at chaka.net (Todd Chapman) Date: Fri, 26 Mar 2004 10:03:58 -0500 Subject: [rt-users] Resolving Tickets via Email In-Reply-To: References: Message-ID: <20040326150357.GB4373@chaka.net> I have asked several times on this list about sending HTML in an e-mail FROM an RT template, but got no answer and haven't had time to figure it out. If you could do that, you could send an HTML form whose results would be mailed back to RT and could be parsed for fields that could change the tickets status. This would be much more reliable than your users having to stick with a specific format. Answer the HTML question and the rest should be easy, asuming you trust e-mail for altering tickets status. (Security?) -Todd On Fri, Mar 26, 2004 at 07:04:08AM -0800, Paul Barmaksezian wrote: > I know this has been asked many times, but I still cannot find the answer that works for me. Maybe some one can some day put some docs on the wiki or something? > > I would like to know the definitive way to modify tickets via email - I'm especially concerned with resolving them. I tried using "%RT RESOLVE " but that just puts a reply in the ticket with that text. > > I then tried using the enhanced-mailgate instead of rt-mailgate, but that seems to only work with version 2 (looks like Email.pm has changed in RT 3). The thread for that is found here: http://lists.fsck.com/pipermail/rt-users/2003-January/011843.html > > I have RT 3.0.9 running. Any suggestions? > > Paul > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 jeany.berube at adsinc.ca Fri Mar 26 10:51:22 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Fri, 26 Mar 2004 10:51:22 -0500 Subject: [rt-users] HTTPD can't start! In-Reply-To: <200403261037.42823.mick@onramp.ca> References: <1080312789.3188.6.camel@localhost.localdomain> <200403261037.42823.mick@onramp.ca> Message-ID: <1080316282.3188.24.camel@localhost.localdomain> Thank you! Apache restarted! On Fri, 2004-03-26 at 10:37, Mick Szucs wrote: > On March 26, 2004 09:53 am, Jean-Yan Beube wrote: > > I was not able to create tickets by email, so i updated my Fedora Core > > 1. > > > > I am now with: > > Perl 5.8.3.16 > > Apache 2.0.48 > > Mod_perl 1.99 > > > > I try to restart apache, and i get a lot of errors: > > > > "Can't locate APACHE/Constants.pm" > > "Can't load Perl File opt/rt3/bin/webmux.pl for server renard:0, > > exiting..." > > > > Could someone help me? > > http://lists.fsck.com/pipermail/rt-users/2003-October/018010.html From M.B.Norton at bath.ac.uk Fri Mar 26 11:04:30 2004 From: M.B.Norton at bath.ac.uk (Max Norton) Date: Fri, 26 Mar 2004 16:04:30 +0000 Subject: [rt-users] RTFM Article extraction problem - blank fields. In-Reply-To: <20040326121609.GL50455@mydropbox.com> References: <20040326121609.GL50455@mydropbox.com> Message-ID: <200403261604.30060.M.B.Norton@bath.ac.uk> Peter, Ray try editing the following file: html/RTFM/Article/Elements/EditCustomField around line 20 change the following line: <%$content || $ARGS{$name}%> to: <%$content || $ARGS{Content}%> any change? On Friday 26 Mar 2004 12:16, Peter V. Metalnikov wrote: > We use RT 3.0.6 and RTFM 2.0.3rc5 on our site and it works really great, > but article extraction feature in RTFM. Custom Fields are configured > properly (i.e. are TextSingle) and are available while selecting where to > extract the tickets postings, but after I submit the Extraction form I get > a "Create a new article" form having all fields blank, i.e. nothing was > extracted, and no error messages displayed. Could anyone give me an advice > on that? Max Norton University of Bath Computing Services From Crion at gmx.de Fri Mar 26 11:08:43 2004 From: Crion at gmx.de (Christian Muenscher) Date: Fri, 26 Mar 2004 17:08:43 +0100 (MET) Subject: [rt-users] RT 3.0.9 on WinNT does not work :( Message-ID: <11417.1080317323@www19.gmx.net> Hello! I tried to install the RT 3.0.9 executable from http://wiki.bestpractical.com/cgi-bin/index.cgi?WindowsOSInstallGuide on a Windows NT machine with and without administrator rights. The installer tried to install the apache service, but it was not there. I manually installed the apache service, but the httpd.conf was wrong (and much too small). I tried to set the paths there, and apache starts, but it does not parse perl. So I tried to use the httpd.conf-dist in the "Request Tracker/winrt/conf" directory. When starting the apache service using THIS config-file, it eats up around 500MB of memory, does that around one minute and then dies. Any hint how to get RT running on win32? Maybe without that installer? Any good documentation around? I think I can get a win2k-machine, too, if NT is too old. Thank you! regards, Chriss -- +++ NEU bei GMX und erstmalig in Deutschland: T?V-gepr?fter Virenschutz +++ 100% Virenerkennung nach Wildlist. Infos: http://www.gmx.net/virenschutz From pete at mydropbox.com Fri Mar 26 11:16:29 2004 From: pete at mydropbox.com (Peter V. Metalnikov) Date: Fri, 26 Mar 2004 18:16:29 +0200 Subject: [rt-users] RTFM Article extraction problem - blank fields. In-Reply-To: <200403261604.30060.M.B.Norton@bath.ac.uk> References: <20040326121609.GL50455@mydropbox.com> <200403261604.30060.M.B.Norton@bath.ac.uk> Message-ID: <20040326161629.GO50455@mydropbox.com> Hello, Max Norton! On Fri, Mar 26, 2004 at 04:04:30PM +0000, you wrote: It works! It really works! Thank you very much, Max! > Peter, Ray > > try editing the following file: > html/RTFM/Article/Elements/EditCustomField > > around line 20 change the following line: > <%$content || $ARGS{$name}%> > > to: > <%$content || $ARGS{Content}%> > > any change? > > On Friday 26 Mar 2004 12:16, Peter V. Metalnikov wrote: > > We use RT 3.0.6 and RTFM 2.0.3rc5 on our site and it works really great, > > but article extraction feature in RTFM. Custom Fields are configured > > properly (i.e. are TextSingle) and are available while selecting where to > > extract the tickets postings, but after I submit the Extraction form I get > > a "Create a new article" form having all fields blank, i.e. nothing was > > extracted, and no error messages displayed. Could anyone give me an advice > > on that? > > Max Norton > University of Bath Computing Services > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm -- With respect, | IT-Specialist | Peter V. Metalnikov | pete at mydropbox.com | From m3freak at rogers.com Fri Mar 26 11:22:55 2004 From: m3freak at rogers.com (M3 Freak) Date: Fri, 26 Mar 2004 11:22:55 -0500 Subject: [rt-users] Auto replies and sometimes don't work Message-ID: <1080318175.4548.12.camel@kanwar> Hi everyone, This is the first time I've emailed this list, so we're obviously very happy with RT. It's a great tool and has made providing technical support to our clients a lot easier. Thanks a lot to all of the developers out there! We recently upgraded from 3.0.7 to 3.0.9, and everything appears to be working okay. However, sometimes RT doesn't send out Auto Replies when tickets are created. This is the error I'm seeing in the logs: RT: RT::Scrip=HASH(0xb179910): Couldn't prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:346) It seems that when I restart the apache service, the error goes away and RT works as it should. However, sooner or later the problem returns. I've also noticed that if I make a change (e.g. change size of graphs from 400x300 to 600x400) to any of the files for the Statistics package (which works, except for one graph), the Auto Replies stop working immediately. I don't know why that would affect RT overall though. I've contemplated saving the database, deleting our RT installation, and reinstalling it to try to fix the problem, but that will be an action of last resort. We're currently running RT on: Fedora Core 1 Apache 2.0.48 FastCGI Does anyone have any insight into why this would be occurring? Any and all help would be appreciated. Thanks, Kanwar Systems Aligned www.systemsaligned.com From panu at colorplaza.com Fri Mar 26 11:22:54 2004 From: panu at colorplaza.com (Panu) Date: Fri, 26 Mar 2004 17:22:54 +0100 Subject: [rt-users] RTFM Article extraction problem - blank fields. In-Reply-To: <20040326160921.A68B4112A7@pallas.eruditorum.org> References: <20040326160921.A68B4112A7@pallas.eruditorum.org> Message-ID: <406458DE.2000005@colorplaza.com> > try editing the following file: > html/RTFM/Article/Elements/EditCustomField > > around line 20 change the following line: > <%$content || $ARGS{$name}%> > > to: > <%$content || $ARGS{Content}%> > > any change? Works for me, thanks. Panu From jeany.berube at adsinc.ca Fri Mar 26 11:22:21 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Fri, 26 Mar 2004 11:22:21 -0500 Subject: [rt-users] I can't create a ticket by email Message-ID: <1080318141.3188.40.camel@localhost.localdomain> Hi! When i send an email to RT, I don't have any feedback, but when i check my email queue, i can see that there is an error when RT try to create a ticket. I can create one by the web interface. Any idea? From ray.walters at kiffanalytical.com Fri Mar 26 11:47:46 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Fri, 26 Mar 2004 08:47:46 -0800 Subject: [rt-users] RTFM Article extraction problem - blank fields. In-Reply-To: <200403261604.30060.M.B.Norton@bath.ac.uk> References: <20040326121609.GL50455@mydropbox.com> <200403261604.30060.M.B.Norton@bath.ac.uk> Message-ID: <40645EB2.4060202@kiffanalytical.com> Thanks! The only problem now is that it won't automatically link to the ticket that I am extracting. Any ideas? Max Norton wrote: > Peter, Ray > > try editing the following file: > html/RTFM/Article/Elements/EditCustomField > > around line 20 change the following line: > <%$content || $ARGS{$name}%> > > to: > <%$content || $ARGS{Content}%> > > any change? > > On Friday 26 Mar 2004 12:16, Peter V. Metalnikov wrote: > >>We use RT 3.0.6 and RTFM 2.0.3rc5 on our site and it works really great, >>but article extraction feature in RTFM. Custom Fields are configured >>properly (i.e. are TextSingle) and are available while selecting where to >>extract the tickets postings, but after I submit the Extraction form I get >>a "Create a new article" form having all fields blank, i.e. nothing was >>extracted, and no error messages displayed. Could anyone give me an advice >>on that? > > > Max Norton > University of Bath Computing Services > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From pjsm at fct.unl.pt Fri Mar 26 11:48:06 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Fri, 26 Mar 2004 16:48:06 +0000 (WET) Subject: [rt-users] Auto replies and sometimes don't work In-Reply-To: <1080318175.4548.12.camel@kanwar> References: <1080318175.4548.12.camel@kanwar> Message-ID: On Fri, 26 Mar 2004, M3 Freak wrote: (...) > Does anyone have any insight into why this would be occurring? Any and > all help would be appreciated. In order to reduce entropy, do the following: 1) remove contrib Statistics Package (carefully, there are overlapping files, be sure to restore original files); 2) try to reproduce the problem; 2.1)If it appears: - report it; 2.2)If it does not appear: 2.2.1) be sure to use the latest Statistics package (0.1.3) * 2.2.2) try to reproduce the problem; 2.2.2.1) If it appears: - report it; * see also: http://wiki.bestpractical.com/cgi-bin/index.cgi?RT3StatisticsPackage -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From pjsm at fct.unl.pt Fri Mar 26 11:53:23 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Fri, 26 Mar 2004 16:53:23 +0000 (WET) Subject: [rt-users] I can't create a ticket by email In-Reply-To: <1080318141.3188.40.camel@localhost.localdomain> References: <1080318141.3188.40.camel@localhost.localdomain> Message-ID: On Fri, 26 Mar 2004, Jean-Yan Beube wrote: > When i send an email to RT, I don't have any feedback, but when i check > my email queue, i can see that there is an error when RT try to create a > ticket. Which error can you see? Where (web interface, httpd error_log, syslog)? -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From mherz at RigakuMSC.com Fri Mar 26 11:57:56 2004 From: mherz at RigakuMSC.com (Michael Herz) Date: Fri, 26 Mar 2004 10:57:56 -0600 Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... In-Reply-To: <20040325163734.GB4397@tapestry.home.net> Message-ID: <200403261657.i2QGutK0097935@mail.rigaku.com> I have tried to use the below configuration and when I try to restart httpd I get an error : Starting httpd: [Fri Mar 26 11:01:24 2004] [error] Bareword "REDIRECT" not allowed while "strict subs" in use at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 188.!BEGIN not safe after errors--compilation aborted at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 197.!Compilation failed in require at /opt/rt3/bin/webmux.pl line 57.!BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 63.!Compilation failed in require at (eval 2) line 1.! I've seen this error mentioned in the RT archives but no one ever responded with how to fix this. Anyone have any ideas at this time about the "Bareword REDIRECT" error? Thanks in advance! -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Wampler Sent: Thursday, March 25, 2004 10:38 AM To: afasano at networksolutions.com Cc: rt-users at lists.bestpractical.com; 'Steve Wampler' Subject: Re: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... On Wed, Mar 24, 2004 at 06:58:58PM -0500, AJ wrote: > > About the url issues.. did you make sure that the following is in the > httpd.conf: > > DirectoryIndex index.html > > And the mod perl alias reads: > PerlModule Apache::DBI > PerlRequire /bin/webmux.pl > Alias /rt /share/html > > SetHandler perl-script > PerlHandler RT::Mason > Thanks, I've got it working with mod_perl2 now, I think - though not quite with the above. Instead, I've got: ------------------------------------------------------------------- ... DocumentRoot /var/www/https .... # (sbw 2004/03/25): Added support for RT problem tracker PerlModule Apache2 Apache::compat PerlModule Apache::DBI AddDefaultCharset UTF-8 Alias /rt /opt/rt3/share/html PerlRequire /opt/rt3/bin/webmux.pl Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images/ AddHandler perl-script .html PerlHandler RT::Mason #RedirectMatch permanent (.*)/$ https://weaver.tuc.noao.edu%1/index.html Options All ... -------------------------------------------------------------------- The trick from what I had started with long ago (based on the older RH9 system that was working with 3.0.7...) is the commenting out of the RedirectMatch line and the use of AddHandler instead of SetHandler. I have no clue why these changes are needed on this machine and not the older one, mind you, except to note that this newer install of RT resulted in newer versions of many perl modules to be installed than are in use on the older machine. Thanks to everyone for their advice!! -Steve > -----Original Message----- > Subject: [rt-users] RT 3.0.9, Apache2, and FastCGI problem... > > I've got a problem with fastcgi that has shown up from time-to-time in > the mailing lists. Unfortunately, I can't find any responses to the > those postings! > > Background: I'm trying to get RT 3.0.9 running under RedHat 9 with > Apache2. I've given up on mod_perl2 - while I got close (I think), I > was stumped when URLs ending in directories wouldn't pick up the > "index.html" file automatically; e.g. > > https://MY_RT_MACHINE/rt > > couldn't find a page to display, but > > https://MY_RT_MACHINE/rt/index.html > > worked fine (until it tries to follow any similar link). Since this > worked with RT 3.0.7 and RH 9 on another machine, but not this one, it > confused me enough to give fastcgi a try... > [As an aside, I actually tried to fix the problem with mod_perl2 by > hard coding (/opt/rt3/local is a dangerous thing...) index.html onto > all the URL's that referenced directories - this allowed me to > nagivate through the screens, but I kept encountering other bizarre > errors that seemed unrelated, but must somehow be related] ... -- -- Steve Wampler {sbw at tapestry.tucson.az.us} The gods that smiled upon your birth are laughing now. -- fortune cookie _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Paul.Barmaksezian at Overture.com Fri Mar 26 12:04:17 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Fri, 26 Mar 2004 09:04:17 -0800 Subject: [rt-users] CustomFields in At A Glance Page Message-ID: I would like to put a custom field as part of the "X highest priority tickets I own ..." section on the at a glance page. Each ticket will have this custom field filled in. Not sure where to start ... Any suggestions on how to get a custom field on the main page? Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From pjsm at fct.unl.pt Fri Mar 26 12:04:23 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Fri, 26 Mar 2004 17:04:23 +0000 (WET) Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <00b101c41320$37bbc3f0$2101a8c0@EMMA> References: <00b101c41320$37bbc3f0$2101a8c0@EMMA> Message-ID: On Fri, 26 Mar 2004, Oliver Marx wrote: > We have the following problem: > > User_A is user_a at company1.com > User_B is user_b at company1.com > User_C is c_user at another_company.com > > User_A sends in a ticket - #1 > User_C sends in a ticket - #2 > User_B sends in a ticket - #3 > > Both User_A and User_B should be able to see ticket > #1 and ticket #3 but _not_ ticket #2. > > User_C should be able to see ticket #2, but not > tickets #1 and #3. > > Is this possible to do with RT3, and if so, how does one do it? Let's assume the following: - You have 3 queues: 1 general, 1 for company1 and 1 for company2 Create groups: 'company1' and 'company2' Assign users to corresponding group Then on Queuel config level give group permissions 'SeeQueue' to the corresponding group (i.e. queue 'company1' -> group 'company1' -> SeeQueue) Of course that requests have to reach the right queue. Does this strategy solve your problem? -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From jeany.berube at adsinc.ca Fri Mar 26 12:12:33 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Fri, 26 Mar 2004 12:12:33 -0500 Subject: [rt-users] I can't create a ticket by email In-Reply-To: References: <1080318141.3188.40.camel@localhost.localdomain> Message-ID: <1080321152.3188.96.camel@localhost.localdomain> I look in my postfix queue and i can see that RT is trying to send me an email, but its unreadable. On Fri, 2004-03-26 at 11:53, Paulo Matos wrote: > On Fri, 26 Mar 2004, Jean-Yan Beube wrote: > > > When i send an email to RT, I don't have any feedback, but when i check > > my email queue, i can see that there is an error when RT try to create a > > ticket. > > Which error can you see? Where (web interface, httpd error_log, syslog)? > > -- > Paulo Matos > ----------------------------------- ---------------------------------- > |Sys & Net Admin | Servi?o de Inform?tica | > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | > |Universidade Nova de Lisboa | Fax: +351-21-2948548 | > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | > ----------------------------------- ---------------------------------- From jeany.berube at adsinc.ca Fri Mar 26 13:36:22 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Fri, 26 Mar 2004 13:36:22 -0500 Subject: [rt-users] I can't create a ticket by email In-Reply-To: <1080321152.3188.96.camel@localhost.localdomain> References: <1080318141.3188.40.camel@localhost.localdomain> <1080321152.3188.96.camel@localhost.localdomain> Message-ID: <1080326182.3188.146.camel@localhost.localdomain> there it is: > : temporary failure. Command output: RT server > error. The RT server which handled your email did not behave as > expected. It said: %# BEGIN LICENSE BLOCK %# %# Copyright (c) > 1996-2003 Jesse Vincent %# %# (Except where > explictly superceded by other copyright notices) %# %# This work is > made available to you under the terms of Version 2 of %# the GNU > General Public License. A copy of that license should have %# been > provided with this software, but in any event can be snarfed %# from > www.gnu.org. %# %# This work is distributed in the hope that it will > be useful, but %# WITHOUT ANY WARRANTY; without even the implied > warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. > See the GNU %# General Public License for more details. %# %# Unless > otherwise specified, all modifications, corrections or %# extensions > to this work which alter its source code become the %# property of > Best Practical Solutions, LLC when submitted for %# inclusion in the > work. %# %# %# END LICENSE BLOCK <%ARGS> $message $queue => 1 $action > => "correspond" $ticket => undef <%init> use > RT::Interface::Email; my ( $status, $error, $Ticket ) = > RT::Interface::Email::Gateway(\%ARGS); <%flags> inherit => > undef # inhibit UTF8 conversion done in /autohandler % if > ($status == -75 ) { temporary failure % } % elsif ($status == 1) { ok > % if ( $Ticket->Id ) { Ticket: <% $Ticket->Id %> Queue: <% > $Ticket->QueueObj->Name %> Owner: <% $Ticket->OwnerObj->Name %> > Status: <% $Ticket->Status %> Subject: <% $Ticket->Subject %> > Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %> % } > % } else { not ok - <%$error%> % } On Fri, 2004-03-26 at 12:12, Jean-Yan Beube wrote: > I look in my postfix queue and i can see that RT is trying to send me an > email, but its unreadable. > > On Fri, 2004-03-26 at 11:53, Paulo Matos wrote: > > On Fri, 26 Mar 2004, Jean-Yan Beube wrote: > > > > > When i send an email to RT, I don't have any feedback, but when i check > > > my email queue, i can see that there is an error when RT try to create a > > > ticket. > > > > Which error can you see? Where (web interface, httpd error_log, syslog)? > > > > -- > > Paulo Matos > > ----------------------------------- ---------------------------------- > > |Sys & Net Admin | Servi?o de Inform?tica | > > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | > > |Universidade Nova de Lisboa | Fax: +351-21-2948548 | > > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | > > ----------------------------------- ---------------------------------- From Roy at esomething.co.uk Fri Mar 26 14:29:58 2004 From: Roy at esomething.co.uk (Raed El - Hames) Date: Fri, 26 Mar 2004 19:29:58 -0000 Subject: [rt-users] Tickets_Overlay.pm Message-ID: <012901c41368$b98193e0$336f840a@ptyrfh> Hi there; Can anyone tell how I can modify "sub Transactions" so it does not return Status and Set transactions as well comments for none privileged users. I can't get my head around using ENTRYAGGREGator .. Roy -------------- next part -------------- An HTML attachment was scrubbed... URL: From gstamnitz at neubus.com Fri Mar 26 14:39:28 2004 From: gstamnitz at neubus.com (Glen) Date: 26 Mar 2004 13:39:28 -0600 Subject: [rt-users] rt-mailgate will not create incoming tickets In-Reply-To: <200403251731.52903.cerion@terpsichore.ws> References: <1080231280.23163.88.camel@linux2.austin.neubus> <200403251731.52903.cerion@terpsichore.ws> Message-ID: <1080329968.7943.32.camel@linux2.austin.neubus> I was sure that SSLeay was installed, but it must have been a failure that I missed when I installed all of the perl dependencies. I had to manually install several packages. So with the install behind me, I test manually and I can create a ticket--still in the general queue because I did not specify any (this is a clue). I tested email next, and this still fails. After some additional poking, proding, I decided to change the alias file to create a ticket in the general queue. This worked. Now I have to track down what is different with queue=internal. On the homepage, there is a pulldown window that lists all of the queues you have access to to create a ticket. These are sorted alphabetically. Long ago, I added a space as the first character of internal so that it would be first in the list and be displayed in the pulldown window. Lesson--> never add invisible characters to the beginning of a queue. It can cause much grief later when you forget it is there. I deleted the space, changed /etc/alias back to internal. and successfully received email. Thanks for the help and encouragement to check what I "know" is already correct. Now if I can get those Create Ticket queues to sort in a specific order.... Glen On Thu, 2004-03-25 at 10:31, Cerion Armour-Brown wrote: > Is there a reason you're not heeding the error messages? > You need Crypt::SSLeay for rt-mailgate to talk ssl... > $ /usr/bin/perl -MCPAN -e "install q{Crypt::SSLeay}" > Cerion > -------------- next part -------------- An HTML attachment was scrubbed... URL: From om at improva.dk Fri Mar 26 14:41:03 2004 From: om at improva.dk (Oliver Marx) Date: Fri, 26 Mar 2004 20:41:03 +0100 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: Message-ID: <012d01c4136a$4713af30$2101a8c0@EMMA> On Fri, 26 Mar 2004, Oliver Marx wrote: >> We have the following problem: >> >> User_A is user_a at company1.com >> User_B is user_b at company1.com >> User_C is c_user at another_company.com >> >> User_A sends in a ticket - #1 >> User_C sends in a ticket - #2 >> User_B sends in a ticket - #3 >> >> Both User_A and User_B should be able to see ticket >> #1 and ticket #3 but _not_ ticket #2. >> >> User_C should be able to see ticket #2, but not >> tickets #1 and #3. >> >>s this possible to do with RT3, and if so, how does one do it? > >Let's assume the following: >- You have 3 queues: 1 general, 1 for company1 and 1 for company2 > >Create groups: 'company1' and 'company2' >Assign users to corresponding group >Then on Queuel config level give group permissions 'SeeQueue' to the >corresponding group (i.e. queue 'company1' -> group 'company1' -> >SeeQueue) > >Of course that requests have to reach the right queue. > >Does this strategy solve your problem? We have more than 100 customers. That would give us alot of queues. And that does not seem to be in the spirit of RT3. Today we have: - Sales - Project - Invoice - Support It would be nice if it some how would be possible to grant a group_view_right and connect tickets to a group. We would be willing to co-sponsor such a feature. \Oliver From joshuadf at u.washington.edu Fri Mar 26 15:53:05 2004 From: joshuadf at u.washington.edu (Joshua Daniel Franklin) Date: Fri, 26 Mar 2004 12:53:05 -0800 (PST) Subject: [rt-users] CC disappears Message-ID: Hello, we just upgraded to RT3 from RT2 and first of all I want to say thanks for the smooth upgrade process. It worked great. This may be a change between the versions, but one thing we've noticed is that users do not get an email when posting a reply with the web interface. Is there a way to change this to also send an email? Thanks. From Rcoleman at interpublic.com Fri Mar 26 15:07:38 2004 From: Rcoleman at interpublic.com (Coleman, Rebecca) Date: Fri, 26 Mar 2004 15:07:38 -0500 Subject: [rt-users] upgrade to 3.0.9 breaks Message-ID: <51D4DF85EA72D511AF1900B0D0AB897603467E26@nt25.interpublic.com> so, i upgraded perl from 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder to .97, then rt-test-dependencies finds everything it thinks it needs, so i make upgrade. blam! rt is choking right and left. sometimes internal server error, sometimes just no style sheets, etc. I see the following types of errors scrolling like crazy in the rt.log: [warning]: Attempt to free unreferenced scalar: SV 0x9654efc at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 819 please note at this point that i *DID* upgrade DBIx::SearchBuilder to the recommended version. and in the rt-error-log in my httpd/logs dir, i see this: [error] panic: DBI active kids (5) > kids (2) at /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. I searched the list and found a few messages like this - the suggestion was to upgrade DBIx::SearchBuilder.....but I *already* did that....any other suggestions? I have restarted apache several times - no go. Works briefly, but with any load on the system, it goes nuts. Thanks in advance, Rebecca This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. -------------- next part -------------- An HTML attachment was scrubbed... URL: From barraza at systransoft.com Fri Mar 26 16:16:25 2004 From: barraza at systransoft.com (John Paul Barraza) Date: 26 Mar 2004 13:16:25 -0800 Subject: [rt-users] reply, resolve failing to send email with error "No recipients found. Not sending." Message-ID: <1080335785.9906.42.camel@fsp.systransoft.com> Hello, I have searched the email archives for a solution to this problem, but have not found a relevant solution. The mailer appears to be working fine, i.e. mail sent to mailgate ends up in RT, RT creates a ticket and reply to requestor works when the ticket is created. But, when any replies or resolve action is taken, and send to requestor is indicated, no email gets sent. The error logs show: [Fri Mar 26 20:29:53 2004] [info]: RT::Scrip=HASH(0x9aa869c): Couldn't prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:346) [Fri Mar 26 20:29:53 2004] [info]: #29/121 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:92) [Fri Mar 26 20:29:54 2004] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:257) This has not worked since install, and this is a new installation with the following: RH9, perl 5.8.3, postgresql-7.4.2, RT 3.0.9, sendmail-8.12.8-9.90. I have seen the previous emails about "Set($NotifyActor, 1);". I have had this set from initial configuration. The requestor is not the owner of the ticket. Any help you can provide will be greatly appreciated! -John -------------- next part -------------- An HTML attachment was scrubbed... URL: From anner at blast.com Fri Mar 26 16:28:12 2004 From: anner at blast.com (Anne Ramey) Date: Fri, 26 Mar 2004 16:28:12 -0500 Subject: [rt-users] to: undisclosed recipients Message-ID: <7C0481EC-7F6C-11D8-92D4-000A959E1C16@blast.com> If I just hit reply, everyone who originally was sent the request doesn't get the reply because the to field says undisclosed recipients. Is there any way to have rt automatically cc: anyone cc'd on the original mail. That is, is there anyway to make rt set the people cc: field when the original mail is received? It's not always practical to do this by hand. I'm on linux. thanks, Anne Ramey From seph at directionless.org Fri Mar 26 16:44:53 2004 From: seph at directionless.org (seph) Date: Fri, 26 Mar 2004 16:44:53 -0500 Subject: [rt-users] Re: reply, resolve failing to send email with error "No recipients found. Not sending." In-Reply-To: <1080335785.9906.42.camel@fsp.systransoft.com> (John Paul Barraza's message of "26 Mar 2004 13:16:25 -0800") References: <1080335785.9906.42.camel@fsp.systransoft.com> Message-ID: > I have searched the email archives for a solution to this problem, but > have not found a relevant solution. The mailer appears to be working > fine, i.e. mail sent to mailgate ends up in RT, RT creates a ticket and > reply to requestor works when the ticket is created. But, when any > replies or resolve action is taken, and send to requestor is indicated, > no email gets sent. The error logs show: what are your scrips? seph From evan.waite at itracks.com Fri Mar 26 17:25:51 2004 From: evan.waite at itracks.com (Evan Waite) Date: Fri, 26 Mar 2004 16:25:51 -0600 Subject: [rt-users] Spell check addon for RT? Message-ID: I did a quick search to see if anything existed but came up empty handed so I'll ask here. Has anyone integrated a spell check into their install of RT3? In my search I did see mention of ieSpell (Internet Explorer toolbar with spell check http://www.iespell.com) as a possible solution but would love to see something like aspell (http://aspell.sourceforge.net/) integrated. Looking forward to hearing some suggestions, Thanks, Evan Waite Systems Administrator Interactive Tracking Systems Inc. 150 - 820 51st Street East Saskatoon, Saskatchewan S7K 0X8 Canada Tel: 306.665.5026 x239 Fax: 306.665.2045 http://www.itracks.com From barraza at systransoft.com Fri Mar 26 19:06:37 2004 From: barraza at systransoft.com (John Paul Barraza) Date: 26 Mar 2004 16:06:37 -0800 Subject: [rt-users] Re: reply, resolve failing to send email with error "No recipients found. Not sending." In-Reply-To: References: <1080335785.9906.42.camel@fsp.systransoft.com> Message-ID: <1080345997.9906.315.camel@fsp.systransoft.com> These are my scrips: 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 Comment Notify AdminCcs as Comment with template Admin Comment On Create User Defined with template Blank On Correspond Notify Requestors and Ccs with template Correspondence I think I may have figured out my problem simply based on your question of me to look at the scrips. When I checked my queues for watchers, there was no one listed as cc: or admincc: After adding the appropriate watchers, it seems to be working fine. Thanks for the help. -John On Fri, 2004-03-26 at 13:44, seph wrote: > > I have searched the email archives for a solution to this problem, but > > have not found a relevant solution. The mailer appears to be working > > fine, i.e. mail sent to mailgate ends up in RT, RT creates a ticket and > > reply to requestor works when the ticket is created. But, when any > > replies or resolve action is taken, and send to requestor is indicated, > > no email gets sent. The error logs show: > > what are your scrips? > > seph > -------------- next part -------------- An HTML attachment was scrubbed... URL: From barraza at systransoft.com Fri Mar 26 19:06:37 2004 From: barraza at systransoft.com (John Paul Barraza) Date: 26 Mar 2004 16:06:37 -0800 Subject: [rt-users] Re: reply, resolve failing to send email with error "No recipients found. Not sending." In-Reply-To: References: <1080335785.9906.42.camel@fsp.systransoft.com> Message-ID: <1080345997.9906.315.camel@fsp.systransoft.com> These are my scrips: 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 Comment Notify AdminCcs as Comment with template Admin Comment On Create User Defined with template Blank On Correspond Notify Requestors and Ccs with template Correspondence I think I may have figured out my problem simply based on your question of me to look at the scrips. When I checked my queues for watchers, there was no one listed as cc: or admincc: After adding the appropriate watchers, it seems to be working fine. Thanks for the help. -John On Fri, 2004-03-26 at 13:44, seph wrote: > > I have searched the email archives for a solution to this problem, but > > have not found a relevant solution. The mailer appears to be working > > fine, i.e. mail sent to mailgate ends up in RT, RT creates a ticket and > > reply to requestor works when the ticket is created. But, when any > > replies or resolve action is taken, and send to requestor is indicated, > > no email gets sent. The error logs show: > > what are your scrips? > > seph > -------------- next part -------------- An HTML attachment was scrubbed... URL: From DSuzuki at ZipRealty.com Fri Mar 26 20:20:09 2004 From: DSuzuki at ZipRealty.com (Derek Suzuki) Date: Fri, 26 Mar 2004 17:20:09 -0800 Subject: [rt-users] More performance issues with 3.0.9 Message-ID: <4EDB653D80A0234CAE572A89316BDDFF08D1F437@elvis.ziprealty.com> Okay, my performance problem has a bit of a history, so I'll start at the beginning... Initially, I installed RT 3.0.7 and MySQL 4.0.13 with Apache 2.0.46 and FastCGI 2.4.21 on a little box with 256MB RAM and a 500MHz P-III. It was never fast, but it was adequate for the two people using it. A few weeks ago, another group started using the system, and usage went up five-fold. At first I started seeing some odd rendering problems, so I upgraded RT to 3.0.9. This solved the immediate problems, but then a new issue arose. Every now and then, RT would stall for 1-2 minutes at a time. Additional requests would cause the perl process to peg the CPU, and they would eventually time out. If the timed-out request came in through the mail gateway, the delivery would fail with EX_TEMPFAIL and the message would be redelivered later (this caused a duplicate ticket to be created). Other than the high CPU usage, the system would show little sign of load. The CPU would spend little time in iowait state and manual queries to MySQL would return quickly. An strace against the perl process would show queries and results running back and forth during this time. Eventually everything would die down, and the server would start behaving normally. Earlier this week, I migrated RT to a new server with 4GB RAM, dual 3GHz Xeons and hardware mirrored SATA drives. The system was clearly faster, but after the first day, we started to see those hangs happen again. I cranked up the memory allocation settings for InnoDB with no effect. I then saw a posting which suggested that MySQL 4.0.13 had a bug where updates on an indexed table could lock out selects for an unreasonable amount of time. I upgraded to 4.0.18 yesterday and everything looked good. Today, of course, the problem resurfaced. At this point I'm running out of ideas. Does anyone have any suggestions as to where I should be looking? Derek From dmd at speakeasy.org Fri Mar 26 21:21:20 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 26 Mar 2004 18:21:20 -0800 (PST) Subject: [rt-users] RT3: Statistics package questions Message-ID: Dear Community, Anyone have a way to get more than one weeks' worth of statistics reported by the Statistics3 package ? Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From pds at skyinet.net Fri Mar 26 21:52:35 2004 From: pds at skyinet.net (Paul Suela) Date: Sat, 27 Mar 2004 10:52:35 +0800 Subject: [rt-users] problem creating ticket in RT via external email source Message-ID: <4064EC73.3060506@skyinet.net> Hello All! my RT3.0.9 install came from "apt-get install request-tracker3" on a Debian Sarge box. All went fine with a little modifications here and there. but what i am stuck with right now is that i cannot seem to create a ticket from an email source being sent to my RT system specifiically to a queue for sysads. specs: rt3.0.9, exim4-4.30-7, mysql-server-4.0.16-2 here's my situation: - tested creating ticket via WebUI.. successful updates to the ticket (comment/correspond) are sent to the users in RT who belong to SysAds queue - manually created ticket via rt-mailgate commandline .. sucessful /usr/bin/rt-mailgate --debug -queue SysAds --action correspond --url http://rt.mydomain.com/rt < /root/testmsg - using email client.. create and send an email for sysads at rt.mydomain.com...FAILED (no ticket is created inside RT) am pretty sure that from w/in the RT box.. i can create the ticket via WebUI and create a ticket via email (using rt-mailgate directly).. so am guessing that either external mails dont find their way to my rt box or my rt box does receive them but dont know how to pass it on to rt-mailgate. Is there something I overlooked? best regards, Paul S. From seph at directionless.org Sat Mar 27 00:37:53 2004 From: seph at directionless.org (seph) Date: Sat, 27 Mar 2004 00:37:53 -0500 Subject: [rt-users] Re: problem creating ticket in RT via external email source In-Reply-To: <4064EC73.3060506@skyinet.net> (Paul Suela's message of "Sat, 27 Mar 2004 10:52:35 +0800") References: <4064EC73.3060506@skyinet.net> Message-ID: > - using email client.. create and send an email for > sysads at rt.mydomain.com...FAILED (no ticket is created inside RT) > > am pretty sure that from w/in the RT box.. i can create the ticket via > WebUI and create a ticket via email (using rt-mailgate directly).. so > am guessing that either external mails dont find their way to my rt > box or my rt box does receive them but dont know how to pass it on to > rt-mailgate. > > Is there something I overlooked? you've done some good testing (checking the mailgate from the command line), but if you want us to offer suggestions you'll have to include the alias line you're using, and the appropriate part of exim's logs. seph From pds at skyinet.net Sat Mar 27 02:13:03 2004 From: pds at skyinet.net (pds at skyinet.net) Date: Sat, 27 Mar 2004 07:13:03 GMT Subject: [rt-users] Re: problem creating ticket in RT via external email source Message-ID: <20040327070456.0DF25583FB@smtp1.skyinet.net> Hey Seph, thanks for the quick reply.. :) here's the data: /etc/aliases: sysads: "|/usr/bin/rt-mailgate --queue sysads --action correspond --url http://rt.mydomain.com/rt" sysads-comment: "|/usr/bin/rt-mailgate --queue sysads --action comment --url http://rt.mydomain.com/rt" /var/spool/exim4/msglog/1B74Av-00055H-8m file: 2004-03-27 14:27:57 |/usr/bin/rt-mailgate --queue sysads --action correspond -- url http://rt.mydomain.com/rt R=system_aliases defer (-30): pipe_transport unset in system_aliases router 2004-03-27 14:57:57 |/usr/bin/rt-mailgate --queue sysads --action correspond -- url http://rt.mydomain.com/rt R=system_aliases defer (-30): pipe_transport unset in system_aliases router now i did a google on the "pipe_transport unset in system_aliases router" error message just now.. i saw this from http://lists.fsck.com/pipermail/rt- users/2004-February/020779.html... > the newest package for exim4 on debian has pipes disabled by default in > the /etc/aliases b default, which means Your favorite request tracker > won't get any mails anymore. then i tracked down Debian Bug #229052 (http://bugs.debian.org/cgi- bin/bugreport.cgi?bug=229052) which gave some workarounds... now am not very familiar with exim so am very confused on which of the 3 solutions he mentioned to use. I want to stick with exim4 since this is the recommended Debian MTA that came with the RT3.0.9 installation. But if it'd make things easier, we could replace exim4 with Sendmail or Qmail instead (but am also not familiar with these). What's your take on this matter? :) > > - using email client.. create and send an email for > > sysads at rt.mydomain.com...FAILED (no ticket is created inside RT) > > > > am pretty sure that from w/in the RT box.. i can create the ticket via > > WebUI and create a ticket via email (using rt-mailgate directly).. so > > am guessing that either external mails dont find their way to my rt > > box or my rt box does receive them but dont know how to pass it on to > > rt-mailgate. > > > > Is there something I overlooked? > > you've done some good testing (checking the mailgate from the command > line), but if you want us to offer suggestions you'll have to include > the alias line you're using, and the appropriate part of exim's logs. > > seph > From pds at skyinet.net Sat Mar 27 02:13:03 2004 From: pds at skyinet.net (pds at skyinet.net) Date: Sat, 27 Mar 2004 07:13:03 GMT Subject: [rt-users] Re: problem creating ticket in RT via external email source Message-ID: <20040327070456.0DF25583FB@smtp1.skyinet.net> Hey Seph, thanks for the quick reply.. :) here's the data: /etc/aliases: sysads: "|/usr/bin/rt-mailgate --queue sysads --action correspond --url http://rt.mydomain.com/rt" sysads-comment: "|/usr/bin/rt-mailgate --queue sysads --action comment --url http://rt.mydomain.com/rt" /var/spool/exim4/msglog/1B74Av-00055H-8m file: 2004-03-27 14:27:57 |/usr/bin/rt-mailgate --queue sysads --action correspond -- url http://rt.mydomain.com/rt R=system_aliases defer (-30): pipe_transport unset in system_aliases router 2004-03-27 14:57:57 |/usr/bin/rt-mailgate --queue sysads --action correspond -- url http://rt.mydomain.com/rt R=system_aliases defer (-30): pipe_transport unset in system_aliases router now i did a google on the "pipe_transport unset in system_aliases router" error message just now.. i saw this from http://lists.fsck.com/pipermail/rt- users/2004-February/020779.html... > the newest package for exim4 on debian has pipes disabled by default in > the /etc/aliases b default, which means Your favorite request tracker > won't get any mails anymore. then i tracked down Debian Bug #229052 (http://bugs.debian.org/cgi- bin/bugreport.cgi?bug=229052) which gave some workarounds... now am not very familiar with exim so am very confused on which of the 3 solutions he mentioned to use. I want to stick with exim4 since this is the recommended Debian MTA that came with the RT3.0.9 installation. But if it'd make things easier, we could replace exim4 with Sendmail or Qmail instead (but am also not familiar with these). What's your take on this matter? :) > > - using email client.. create and send an email for > > sysads at rt.mydomain.com...FAILED (no ticket is created inside RT) > > > > am pretty sure that from w/in the RT box.. i can create the ticket via > > WebUI and create a ticket via email (using rt-mailgate directly).. so > > am guessing that either external mails dont find their way to my rt > > box or my rt box does receive them but dont know how to pass it on to > > rt-mailgate. > > > > Is there something I overlooked? > > you've done some good testing (checking the mailgate from the command > line), but if you want us to offer suggestions you'll have to include > the alias line you're using, and the appropriate part of exim's logs. > > seph > From pjsm at fct.unl.pt Sat Mar 27 02:49:43 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Sat, 27 Mar 2004 07:49:43 +0000 (WET) Subject: [rt-users] More performance issues with 3.0.9 In-Reply-To: <4EDB653D80A0234CAE572A89316BDDFF08D1F437@elvis.ziprealty.com> References: <4EDB653D80A0234CAE572A89316BDDFF08D1F437@elvis.ziprealty.com> Message-ID: On Fri, 26 Mar 2004, Derek Suzuki wrote: > At this point I'm running out of ideas. Does anyone have any > suggestions as to where I should be looking? Not using your version, so I can't help you with that, see: http://www.mysql.com/doc/en/InnoDB_news-4.0.18.html A strange fact I noticed, looking at README on rt-3.0.8 package: "Mysql 3.23.46 or newer with support for InnoDB is currently deprecated and will be officially desupported in a future release." this disappears on rt-3.0.9, however the 'schema.mysql' still creates tables as 'TYPE=InnoDB', why? -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From jesse at bestpractical.com Sat Mar 27 02:55:46 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 27 Mar 2004 15:55:46 +0800 Subject: [rt-users] More performance issues with 3.0.9 In-Reply-To: References: <4EDB653D80A0234CAE572A89316BDDFF08D1F437@elvis.ziprealty.com> Message-ID: <27F0511D-7FC4-11D8-B745-000A95AE249E@bestpractical.com> > > A strange fact I noticed, looking at README on rt-3.0.8 package: > > "Mysql 3.23.46 or newer with support for InnoDB is currently deprecated > and will be officially desupported in a future release." > > this disappears on rt-3.0.9, however the 'schema.mysql' still creates > tables as 'TYPE=InnoDB', why? 3.23 support is what we're talking about deprecating. You still want InnoDB tables on Mysql 4 From cubic at acronis.ru Sat Mar 27 04:45:46 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 27 Mar 2004 12:45:46 +0300 Subject: [rt-users] upgrade to 3.0.9 breaks In-Reply-To: <51D4DF85EA72D511AF1900B0D0AB897603467E26@nt25.interpublic.com> References: <51D4DF85EA72D511AF1900B0D0AB897603467E26@nt25.interpublic.com> Message-ID: <40654D4A.8010205@acronis.ru> You didn't rebuild mod_perl. Best regards. Ruslan. Coleman, Rebecca wrote: > so, i upgraded perl from 5.8.0 to 5.8.3, upgraded DBIx::SearchBuilder to > .97, then rt-test-dependencies finds everything it thinks it needs, so i > make upgrade. blam! rt is choking right and left. sometimes internal > server error, sometimes just no style sheets, etc. I see the following > types of errors scrolling like crazy in the rt.log: > > [warning]: Attempt to free unreferenced scalar: SV 0x9654efc at > /usr/local/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 819 > > please note at this point that i *DID* upgrade DBIx::SearchBuilder to > the recommended version. > [snip] From cubic at acronis.ru Sat Mar 27 04:47:24 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 27 Mar 2004 12:47:24 +0300 Subject: [rt-users] CC disappears In-Reply-To: References: Message-ID: <40654DAC.70205@acronis.ru> You should look into Scrips area. Especialy notifications. Best regards, Ruslan. Joshua Daniel Franklin wrote: > Hello, we just upgraded to RT3 from RT2 and first of all I want to > say thanks for the smooth upgrade process. It worked great. > > This may be a change between the versions, but one thing we've > noticed is that users do not get an email when posting a reply with > the web interface. Is there a way to change this to also send > an email? > > Thanks. From cubic at acronis.ru Sat Mar 27 05:00:10 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 27 Mar 2004 13:00:10 +0300 Subject: [rt-users] Re: reply, resolve failing to send email with error "No recipients found. Not sending." In-Reply-To: <1080345997.9906.315.camel@fsp.systransoft.com> References: <1080335785.9906.42.camel@fsp.systransoft.com> <1080345997.9906.315.camel@fsp.systransoft.com> Message-ID: <406550AA.70504@acronis.ru> John Paul Barraza wrote: > These are my scrips: > > 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 Comment Notify AdminCcs as Comment with template Admin Comment > On Create User Defined with template Blank > On Correspond Notify Requestors and Ccs with template Correspondence Hello, John. I think that last scrip must notify requestor on reply without any records in cc or admincc, doesn't it? > > I think I may have figured out my problem simply based on your question > of me to look at the scrips. When I checked my queues for watchers, > there was no one listed as cc: or admincc: > After adding the appropriate watchers, it seems to be working fine. > Thanks for the help. Did you add any scrip? What is fine? After you've added watcher RT start send notification to requestor? > > -John > > > On Fri, 2004-03-26 at 13:44, seph wrote: > >>/> I have searched the email archives for a solution to this problem, but >>> have not found a relevant solution. The mailer appears to be working >>> fine, i.e. mail sent to mailgate ends up in RT, RT creates a ticket and >>> reply to requestor works when the ticket is created. But, when any >>> replies or resolve action is taken, and send to requestor is indicated, >>> no email gets sent. The error logs show: >> >>what are your scrips? >> >>seph >>/ >> From cubic at acronis.ru Sat Mar 27 05:00:10 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Sat, 27 Mar 2004 13:00:10 +0300 Subject: [rt-users] Re: reply, resolve failing to send email with error "No recipients found. Not sending." In-Reply-To: <1080345997.9906.315.camel@fsp.systransoft.com> References: <1080335785.9906.42.camel@fsp.systransoft.com> <1080345997.9906.315.camel@fsp.systransoft.com> Message-ID: <406550AA.70504@acronis.ru> John Paul Barraza wrote: > These are my scrips: > > 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 Comment Notify AdminCcs as Comment with template Admin Comment > On Create User Defined with template Blank > On Correspond Notify Requestors and Ccs with template Correspondence Hello, John. I think that last scrip must notify requestor on reply without any records in cc or admincc, doesn't it? > > I think I may have figured out my problem simply based on your question > of me to look at the scrips. When I checked my queues for watchers, > there was no one listed as cc: or admincc: > After adding the appropriate watchers, it seems to be working fine. > Thanks for the help. Did you add any scrip? What is fine? After you've added watcher RT start send notification to requestor? > > -John > > > On Fri, 2004-03-26 at 13:44, seph wrote: > >>/> I have searched the email archives for a solution to this problem, but >>> have not found a relevant solution. The mailer appears to be working >>> fine, i.e. mail sent to mailgate ends up in RT, RT creates a ticket and >>> reply to requestor works when the ticket is created. But, when any >>> replies or resolve action is taken, and send to requestor is indicated, >>> no email gets sent. The error logs show: >> >>what are your scrips? >> >>seph >>/ >> From apb at cequrux.com Sat Mar 27 06:28:50 2004 From: apb at cequrux.com (Alan Barrett) Date: Sat, 27 Mar 2004 13:28:50 +0200 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <012d01c4136a$4713af30$2101a8c0@EMMA> References: <012d01c4136a$4713af30$2101a8c0@EMMA> Message-ID: <20040327112850.GA29755@apb.cequrux.com> On Fri, 26 Mar 2004, Oliver Marx wrote: > >> User_A is user_a at company1.com > >> User_B is user_b at company1.com > >> User_C is c_user at another_company.com > >> > >> User_A sends in a ticket - #1 > >> User_C sends in a ticket - #2 > >> User_B sends in a ticket - #3 > >> > >> Both User_A and User_B should be able to see ticket > >> #1 and ticket #3 but _not_ ticket #2. > >> > >> User_C should be able to see ticket #2, but not > >> tickets #1 and #3. I also have this desire. And I do not want to use a separate queue per customer. At present, I use the work-around described at , but it doesn't work very well, requires an extra RT user with a password that is shared between multiple users at the same customer site, and requires tedious editing of scrips every time a new such group is added. > It would be nice if it some how would be possible to grant a > group_view_right and connect tickets to a group. Yes, and it would be nice if it didn't need scrips. Imagine that it was possible to grant rights to "Users in same group as Requestor" and "Users in same group as CC", in much the same way as one currently grants rights to "Requestor" and "CC". To prevent the "Everyone" group from being considered for such rights, each group could have a flag saying whether or not such rights would apply to this group. Then you'd do this: 1. Create a group for "customer-1", and set the "allow rights for users in same group" flag on this group. 2. Add "user-a at customer-1" and "user-b at customer-1" to the "customer-1" group. 3. Grant rights like See Queue, View Ticket, Update Ticket, to "Requestor" as usual. Also grant those rights (or perhaps only the view rights, not the update rights) to "Users in same group as Requestor". For efficiency, the implementation would probably have to keep a cache of all user-pairs that have the in-same-group property. --apb (Alan Barrett) From seph at directionless.org Sat Mar 27 09:27:55 2004 From: seph at directionless.org (seph) Date: Sat, 27 Mar 2004 09:27:55 -0500 Subject: [rt-users] Re: problem creating ticket in RT via external email source In-Reply-To: <20040327070456.0DF25583FB@smtp1.skyinet.net> (pds@skyinet.net's message of "Sat, 27 Mar 2004 07:13:03 GMT") References: <20040327070456.0DF25583FB@smtp1.skyinet.net> Message-ID: > R=system_aliases defer (-30): pipe_transport unset in system_aliases router > > then i tracked down Debian Bug #229052 (http://bugs.debian.org/cgi- > bin/bugreport.cgi?bug=229052) which gave some workarounds... now am > not very familiar with exim so am very confused on which of the 3 > solutions he mentioned to use. > > I want to stick with exim4 since this is the recommended Debian MTA > that came with the RT3.0.9 installation. But if it'd make things > easier, we could replace exim4 with Sendmail or Qmail instead (but > am also not familiar with these). What's your take on this matter? You should use whatever you understand best. Of the solutions mentioned in that debian bug report: (1) is an automatic thing that does not require filling in /etc/aliases, and instead queries the database for allowed queues. (2) just allows pipes for rt-mailgate, nothing special or automatic. (3) is an updated form of the automatic thing I stuck in the old rtfm you could also downgrade exim to exim3. If you don't want to learn much about exim, and just want it to to behave like it used to, you should probably just go with (2). seph From kfh at mqsoftware.com Sat Mar 27 09:59:31 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Sat, 27 Mar 2004 08:59:31 -0600 Subject: [rt-users] Allowing a 'group' of customers to see certainticketsin a queue Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1819@mailservermn.mqsoftware.com> Chiming in, we need this too...... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Alan Barrett [mailto:apb at cequrux.com] > Sent: Saturday, March 27, 2004 5:29 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Allowing a 'group' of customers to see > certainticketsin a queue > > On Fri, 26 Mar 2004, Oliver Marx wrote: > > >> User_A is user_a at company1.com > > >> User_B is user_b at company1.com > > >> User_C is c_user at another_company.com > > >> > > >> User_A sends in a ticket - #1 > > >> User_C sends in a ticket - #2 > > >> User_B sends in a ticket - #3 > > >> > > >> Both User_A and User_B should be able to see ticket > > >> #1 and ticket #3 but _not_ ticket #2. > > >> > > >> User_C should be able to see ticket #2, but not > > >> tickets #1 and #3. > > I also have this desire. And I do not want to use a separate queue > per customer. At present, I use the work-around described at > , but > it doesn't work very well, requires an extra RT user with a password > that is shared between multiple users at the same customer site, and > requires tedious editing of scrips every time a new such group is added. > > > It would be nice if it some how would be possible to grant a > > group_view_right and connect tickets to a group. > > Yes, and it would be nice if it didn't need scrips. > > Imagine that it was possible to grant rights to "Users in same group as > Requestor" and "Users in same group as CC", in much the same way as one > currently grants rights to "Requestor" and "CC". To prevent the > "Everyone" > group from being considered for such rights, each group could have a flag > saying whether or not such rights would apply to this group. > > Then you'd do this: > > 1. Create a group for "customer-1", and set the "allow rights for > users in same group" flag on this group. > 2. Add "user-a at customer-1" and "user-b at customer-1" to the "customer-1" > group. > 3. Grant rights like See Queue, View Ticket, Update Ticket, to > "Requestor" as usual. Also grant those rights (or perhaps only > the view rights, not the update rights) to "Users in same group as > Requestor". > > For efficiency, the implementation would probably have to keep a cache > of all user-pairs that have the in-same-group property. > > --apb (Alan Barrett) > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 jason at kavi.com Sat Mar 27 19:11:03 2004 From: jason at kavi.com (Jason Grigsby) Date: Sat, 27 Mar 2004 16:11:03 -0800 Subject: [rt-users] RTFM In-Reply-To: <200403241324.26392.M.B.Norton@bath.ac.uk> References: <20040324130126.2845AAFAE5@gibraltar.basespace.net> <200403241324.26392.M.B.Norton@bath.ac.uk> Message-ID: <66872DE6-804C-11D8-B579-000393D541EC@kavi.com> On Mar 24, 2004, at 5:24 AM, Max Norton wrote: >> 2) RTFM is not meant as a tool to display FAQs to the general public. > > There's absolutely nothing stopping it from doing so, you can make > articles > available to everyone. Max is correct about this with one caveat. The SelfService interface for RT does not allow access to RTFM. So while you can mark any article as visible to everyone, you will have to create some sort of interface to view the FAQs. A customer-facing and non-authenticated front end are both on the To Do list for the current version of RTFM: http://svn.bestpractical.com/viewcvs.cgi/*checkout*/rtfm/trunk/TODO? rev=348&content-type=text%2Fplain >> 3) To view FAQs from RTFM, one must be an RT superuser. Out of the box, you have to be a privileged user to see RFTM articles. For our use, we wanted certain classes of articles available to users in the SelfService interface. We copied the RTFM installation under the SelfService area in local then modified code to reference /SelfService/RTFM/. We had to modify the left nav for that section as well, and I think there was a couple of other changes that were necessary. Basically, the structure (permissions) is in place to support customer-facing and non-authenticated access to RTFM articles, but the UI has been developed. -Jason From DSuzuki at ZipRealty.com Sat Mar 27 19:11:13 2004 From: DSuzuki at ZipRealty.com (Derek Suzuki) Date: Sat, 27 Mar 2004 16:11:13 -0800 Subject: [rt-users] More performance issues with 3.0.9 Message-ID: <4EDB653D80A0234CAE572A89316BDDFF08D1F444@elvis.ziprealty.com> One other bit of info - an strace against the perl process shows the following call in abundance: time(NULL) = 1080432262 The expected calls to handle communication with the MySQL server are scattered amongst a bunch of those. -----Original Message----- From: Derek Suzuki To: rt-users at lists.bestpractical.com Sent: 3/26/2004 5:20 PM Subject: [rt-users] More performance issues with 3.0.9 Okay, my performance problem has a bit of a history, so I'll start at the beginning... Initially, I installed RT 3.0.7 and MySQL 4.0.13 with Apache 2.0.46 and FastCGI 2.4.21 on a little box with 256MB RAM and a 500MHz P-III. It was never fast, but it was adequate for the two people using it. A few weeks ago, another group started using the system, and usage went up five-fold. At first I started seeing some odd rendering problems, so I upgraded RT to 3.0.9. This solved the immediate problems, but then a new issue arose. Every now and then, RT would stall for 1-2 minutes at a time. Additional requests would cause the perl process to peg the CPU, and they would eventually time out. If the timed-out request came in through the mail gateway, the delivery would fail with EX_TEMPFAIL and the message would be redelivered later (this caused a duplicate ticket to be created). Other than the high CPU usage, the system would show little sign of load. The CPU would spend little time in iowait state and manual queries to MySQL would return quickly. An strace against the perl process would show queries and results running back and forth during this time. Eventually everything would die down, and the server would start behaving normally. Earlier this week, I migrated RT to a new server with 4GB RAM, dual 3GHz Xeons and hardware mirrored SATA drives. The system was clearly faster, but after the first day, we started to see those hangs happen again. I cranked up the memory allocation settings for InnoDB with no effect. I then saw a posting which suggested that MySQL 4.0.13 had a bug where updates on an indexed table could lock out selects for an unreasonable amount of time. I upgraded to 4.0.18 yesterday and everything looked good. Today, of course, the problem resurfaced. At this point I'm running out of ideas. Does anyone have any suggestions as to where I should be looking? Derek _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Sat Mar 27 20:37:02 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 27 Mar 2004 20:37:02 -0500 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <20040327112850.GA29755@apb.cequrux.com> References: <012d01c4136a$4713af30$2101a8c0@EMMA> <20040327112850.GA29755@apb.cequrux.com> Message-ID: <20040328013702.GI4373@chaka.net> Just create a scrip that when a ticket is created, find out what UserDefined group the requestor belongs to and adds that group as a Cc watcher. Then give the Cc system group the rights you desire. Easy! On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote: > On Fri, 26 Mar 2004, Oliver Marx wrote: > > >> User_A is user_a at company1.com > > >> User_B is user_b at company1.com > > >> User_C is c_user at another_company.com > > >> > > >> User_A sends in a ticket - #1 > > >> User_C sends in a ticket - #2 > > >> User_B sends in a ticket - #3 > > >> > > >> Both User_A and User_B should be able to see ticket > > >> #1 and ticket #3 but _not_ ticket #2. > > >> > > >> User_C should be able to see ticket #2, but not > > >> tickets #1 and #3. > > I also have this desire. And I do not want to use a separate queue > per customer. At present, I use the work-around described at > , but > it doesn't work very well, requires an extra RT user with a password > that is shared between multiple users at the same customer site, and > requires tedious editing of scrips every time a new such group is added. > > > It would be nice if it some how would be possible to grant a > > group_view_right and connect tickets to a group. > > Yes, and it would be nice if it didn't need scrips. > > Imagine that it was possible to grant rights to "Users in same group as > Requestor" and "Users in same group as CC", in much the same way as one > currently grants rights to "Requestor" and "CC". To prevent the "Everyone" > group from being considered for such rights, each group could have a flag > saying whether or not such rights would apply to this group. > > Then you'd do this: > > 1. Create a group for "customer-1", and set the "allow rights for > users in same group" flag on this group. > 2. Add "user-a at customer-1" and "user-b at customer-1" to the "customer-1" > group. > 3. Grant rights like See Queue, View Ticket, Update Ticket, to > "Requestor" as usual. Also grant those rights (or perhaps only > the view rights, not the update rights) to "Users in same group as > Requestor". > > For efficiency, the implementation would probably have to keep a cache > of all user-pairs that have the in-same-group property. > > --apb (Alan Barrett) > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Sat Mar 27 20:40:44 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 27 Mar 2004 20:40:44 -0500 Subject: [rt-users] to: undisclosed recipients In-Reply-To: <7C0481EC-7F6C-11D8-92D4-000A959E1C16@blast.com> References: <7C0481EC-7F6C-11D8-92D4-000A959E1C16@blast.com> Message-ID: <20040328014044.GJ4373@chaka.net> That's in the RT configuration file. On Fri, Mar 26, 2004 at 04:28:12PM -0500, Anne Ramey wrote: > If I just hit reply, everyone who originally was sent the request > doesn't get the reply because the to field says undisclosed recipients. > Is there any way to have rt automatically cc: anyone cc'd on the > original mail. That is, is there anyway to make rt set the people cc: > field when the original mail is received? It's not always practical to > do this by hand. > > I'm on linux. > > thanks, > Anne Ramey > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 Sat Mar 27 22:04:00 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Sat, 27 Mar 2004 21:04:00 -0600 Subject: [rt-users] Allowing a 'group' of customers to see certainticketsin a queue Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A181B@mailservermn.mqsoftware.com> Doesn't that make them privileged users, which means they can see the comments in the tickets? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Todd Chapman [mailto:rt at chaka.net] > Sent: Saturday, March 27, 2004 7:37 PM > To: Alan Barrett > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Allowing a 'group' of customers to see > certainticketsin a queue > > Just create a scrip that when a ticket is created, find out what > UserDefined group the requestor belongs to and adds that > group as a Cc watcher. Then give the Cc system group the > rights you desire. Easy! > > On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote: > > On Fri, 26 Mar 2004, Oliver Marx wrote: > > > >> User_A is user_a at company1.com > > > >> User_B is user_b at company1.com > > > >> User_C is c_user at another_company.com > > > >> > > > >> User_A sends in a ticket - #1 > > > >> User_C sends in a ticket - #2 > > > >> User_B sends in a ticket - #3 > > > >> > > > >> Both User_A and User_B should be able to see ticket > > > >> #1 and ticket #3 but _not_ ticket #2. > > > >> > > > >> User_C should be able to see ticket #2, but not > > > >> tickets #1 and #3. > > > > I also have this desire. And I do not want to use a separate queue > > per customer. At present, I use the work-around described at > > , but > > it doesn't work very well, requires an extra RT user with a password > > that is shared between multiple users at the same customer site, and > > requires tedious editing of scrips every time a new such group is added. > > > > > It would be nice if it some how would be possible to grant a > > > group_view_right and connect tickets to a group. > > > > Yes, and it would be nice if it didn't need scrips. > > > > Imagine that it was possible to grant rights to "Users in same group as > > Requestor" and "Users in same group as CC", in much the same way as one > > currently grants rights to "Requestor" and "CC". To prevent the > "Everyone" > > group from being considered for such rights, each group could have a > flag > > saying whether or not such rights would apply to this group. > > > > Then you'd do this: > > > > 1. Create a group for "customer-1", and set the "allow rights for > > users in same group" flag on this group. > > 2. Add "user-a at customer-1" and "user-b at customer-1" to the "customer-1" > > group. > > 3. Grant rights like See Queue, View Ticket, Update Ticket, to > > "Requestor" as usual. Also grant those rights (or perhaps only > > the view rights, not the update rights) to "Users in same group as > > Requestor". > > > > For efficiency, the implementation would probably have to keep a cache > > of all user-pairs that have the in-same-group property. > > > > --apb (Alan Barrett) > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.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 chaka.net Sat Mar 27 21:55:57 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 27 Mar 2004 21:55:57 -0500 Subject: [rt-users] Allowing a 'group' of customers to see certainticketsin a queue In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD0A181B@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A181B@mailservermn.mqsoftware.com> Message-ID: <20040328025557.GK4373@chaka.net> No. They will get whatever privileges you give to the Cc special/system group. Try it! On Sat, Mar 27, 2004 at 09:04:00PM -0600, Kelly F. Hickel wrote: > Doesn't that make them privileged users, which means they can see the > comments in the tickets? > > -- > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > -----Original Message----- > > From: Todd Chapman [mailto:rt at chaka.net] > > Sent: Saturday, March 27, 2004 7:37 PM > > To: Alan Barrett > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Allowing a 'group' of customers to see > > certainticketsin a queue > > > > Just create a scrip that when a ticket is created, find out what > > UserDefined group the requestor belongs to and adds that > > group as a Cc watcher. Then give the Cc system group the > > rights you desire. Easy! > > > > On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote: > > > On Fri, 26 Mar 2004, Oliver Marx wrote: > > > > >> User_A is user_a at company1.com > > > > >> User_B is user_b at company1.com > > > > >> User_C is c_user at another_company.com > > > > >> > > > > >> User_A sends in a ticket - #1 > > > > >> User_C sends in a ticket - #2 > > > > >> User_B sends in a ticket - #3 > > > > >> > > > > >> Both User_A and User_B should be able to see ticket > > > > >> #1 and ticket #3 but _not_ ticket #2. > > > > >> > > > > >> User_C should be able to see ticket #2, but not > > > > >> tickets #1 and #3. > > > > > > I also have this desire. And I do not want to use a separate queue > > > per customer. At present, I use the work-around described at > > > , > but > > > it doesn't work very well, requires an extra RT user with a password > > > that is shared between multiple users at the same customer site, and > > > requires tedious editing of scrips every time a new such group is > added. > > > > > > > It would be nice if it some how would be possible to grant a > > > > group_view_right and connect tickets to a group. > > > > > > Yes, and it would be nice if it didn't need scrips. > > > > > > Imagine that it was possible to grant rights to "Users in same group > as > > > Requestor" and "Users in same group as CC", in much the same way as > one > > > currently grants rights to "Requestor" and "CC". To prevent the > > "Everyone" > > > group from being considered for such rights, each group could have a > > flag > > > saying whether or not such rights would apply to this group. > > > > > > Then you'd do this: > > > > > > 1. Create a group for "customer-1", and set the "allow rights for > > > users in same group" flag on this group. > > > 2. Add "user-a at customer-1" and "user-b at customer-1" to the > "customer-1" > > > group. > > > 3. Grant rights like See Queue, View Ticket, Update Ticket, to > > > "Requestor" as usual. Also grant those rights (or perhaps only > > > the view rights, not the update rights) to "Users in same group > as > > > Requestor". > > > > > > For efficiency, the implementation would probably have to keep a > cache > > > of all user-pairs that have the in-same-group property. > > > > > > --apb (Alan Barrett) > > > _______________________________________________ > > > rt-users mailing list > > > rt-users at lists.bestpractical.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 chaka.net Sat Mar 27 22:13:08 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 27 Mar 2004 22:13:08 -0500 Subject: [rt-users] Allowing a 'group' of customers to see certainticketsin a queue In-Reply-To: <20040328025557.GK4373@chaka.net> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A181B@mailservermn.mqsoftware.com> <20040328025557.GK4373@chaka.net> Message-ID: <20040328031308.GL4373@chaka.net> Clarification. They need to be privileged users to access RT, right? But privilged users don't get any rights by default. Just give the Cc role the desired rights. -Todd On Sat, Mar 27, 2004 at 09:55:57PM -0500, Todd Chapman wrote: > No. They will get whatever privileges you give to the Cc > special/system group. Try it! > > On Sat, Mar 27, 2004 at 09:04:00PM -0600, Kelly F. Hickel wrote: > > Doesn't that make them privileged users, which means they can see the > > comments in the tickets? > > > > -- > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > -----Original Message----- > > > From: Todd Chapman [mailto:rt at chaka.net] > > > Sent: Saturday, March 27, 2004 7:37 PM > > > To: Alan Barrett > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Allowing a 'group' of customers to see > > > certainticketsin a queue > > > > > > Just create a scrip that when a ticket is created, find out what > > > UserDefined group the requestor belongs to and adds that > > > group as a Cc watcher. Then give the Cc system group the > > > rights you desire. Easy! > > > > > > On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote: > > > > On Fri, 26 Mar 2004, Oliver Marx wrote: > > > > > >> User_A is user_a at company1.com > > > > > >> User_B is user_b at company1.com > > > > > >> User_C is c_user at another_company.com > > > > > >> > > > > > >> User_A sends in a ticket - #1 > > > > > >> User_C sends in a ticket - #2 > > > > > >> User_B sends in a ticket - #3 > > > > > >> > > > > > >> Both User_A and User_B should be able to see ticket > > > > > >> #1 and ticket #3 but _not_ ticket #2. > > > > > >> > > > > > >> User_C should be able to see ticket #2, but not > > > > > >> tickets #1 and #3. > > > > > > > > I also have this desire. And I do not want to use a separate queue > > > > per customer. At present, I use the work-around described at > > > > , > > but > > > > it doesn't work very well, requires an extra RT user with a password > > > > that is shared between multiple users at the same customer site, and > > > > requires tedious editing of scrips every time a new such group is > > added. > > > > > > > > > It would be nice if it some how would be possible to grant a > > > > > group_view_right and connect tickets to a group. > > > > > > > > Yes, and it would be nice if it didn't need scrips. > > > > > > > > Imagine that it was possible to grant rights to "Users in same group > > as > > > > Requestor" and "Users in same group as CC", in much the same way as > > one > > > > currently grants rights to "Requestor" and "CC". To prevent the > > > "Everyone" > > > > group from being considered for such rights, each group could have a > > > flag > > > > saying whether or not such rights would apply to this group. > > > > > > > > Then you'd do this: > > > > > > > > 1. Create a group for "customer-1", and set the "allow rights for > > > > users in same group" flag on this group. > > > > 2. Add "user-a at customer-1" and "user-b at customer-1" to the > > "customer-1" > > > > group. > > > > 3. Grant rights like See Queue, View Ticket, Update Ticket, to > > > > "Requestor" as usual. Also grant those rights (or perhaps only > > > > the view rights, not the update rights) to "Users in same group > > as > > > > Requestor". > > > > > > > > For efficiency, the implementation would probably have to keep a > > cache > > > > of all user-pairs that have the in-same-group property. > > > > > > > > --apb (Alan Barrett) > > > > _______________________________________________ > > > > rt-users mailing list > > > > rt-users at lists.bestpractical.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 rt at chaka.net Sat Mar 27 22:23:40 2004 From: rt at chaka.net (Todd Chapman) Date: Sat, 27 Mar 2004 22:23:40 -0500 Subject: [rt-users] Allowing a 'group' of customers to see certainticketsin a queue In-Reply-To: <20040328031308.GL4373@chaka.net> References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A181B@mailservermn.mqsoftware.com> <20040328025557.GK4373@chaka.net> <20040328031308.GL4373@chaka.net> Message-ID: <20040328032340.GM4373@chaka.net> I might also add that the Cc role can only navigate directly to the display of individual tickets. You can give each customer group the right to See Queue for that queue, and they will only be able to see their own tickets, but the totals in QuickSearch betray the fact that there are tickets that they cannot see. -Todd On Sat, Mar 27, 2004 at 10:13:08PM -0500, Todd Chapman wrote: > Clarification. They need to be privileged users to access RT, > right? But privilged users don't get any rights by default. > Just give the Cc role the desired rights. > > -Todd > > On Sat, Mar 27, 2004 at 09:55:57PM -0500, Todd Chapman wrote: > > No. They will get whatever privileges you give to the Cc > > special/system group. Try it! > > > > On Sat, Mar 27, 2004 at 09:04:00PM -0600, Kelly F. Hickel wrote: > > > Doesn't that make them privileged users, which means they can see the > > > comments in the tickets? > > > > > > -- > > > Kelly F. Hickel > > > Senior Software Architect > > > MQSoftware, Inc > > > 952.345.8677 > > > kfh at mqsoftware.com > > > From jesse at bestpractical.com Sun Mar 28 09:18:39 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 28 Mar 2004 22:18:39 +0800 Subject: [rt-users] [rt-announce] RTFM 2.0.3 - Live from YAPC::Taipei::2004 Message-ID: Live and direct from the YAPC::Taipei::2004 release party at Cafe Oso in Taipei, Taiwan, I'm pleased to announce the release of RTFM 2.0.3. This release features numerous cleanups and minor bugfixes, as well as a port to Oracle. It's immediately availalble from: http://download.bestpractical.com/pub/rt/release/ 800d09f7a666718b210c7966eb434d3e RTFM-2.0.3.tar.gz d75e59ba8d1f777f73ae8505ad992650 RTFM-2.0.3.tar.gz.sig Best, Jesse Vincent Best Practical Solutions, LLC New Functionality: It is now possible to extract tickets to WikiTextSingle fields RTFM now supports Oracle Bug fixes: Fixed a bug in rendering tickets with newly created freeformsingle custom fields. Reported by Ed Kershenbaum. RTFM no longer inserts newlines into RT's autohandler, (This bug disabled RT's CLI) #5217: RTFM now provides UI allowing users to create classes #5218: RTFM previously prevented some users for creating articles _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-announce From jesse at bestpractical.com Sun Mar 28 09:18:37 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 28 Mar 2004 22:18:37 +0800 Subject: [rt-users] [rt-announce] RT 3.0.10 - Live from YAPC::Taipei::2004 Message-ID: Live and direct from the YAPC::Taipei::2004 release party at Cafe Oso in Taipei, Taiwan, I'm pleased to announce the immediate release of a new stable release of RT: 3.0.10. This version of RT features new Danish and Hungarian translations, as well as numerous performance improvements and bugfixes. It's immediately availalble from: http://download.bestpractical.com/pub/rt/release/ 65a963eee89a398fd6c2446fb31f3eb9 rt-3.0.10.tar.gz 645065173de0ab59ee3dd33674c8285d rt-3.0.10.tar.gz.sig Web interface Significant performance improvements for ticket history display Applied patch to correct logic in SelectMatch MessageBox is now more configurable Update to force language handle change when the user sets it Fix for overly agressive email 'signature' truncation when quoting messages Fix for repeated signature addition when creating tickets with attachments Don't hide ticket updates for negative amounts of time Fix for the "quicksearch" which was occasionally broken in 3.0.9 Small change to fix escaping for saved searches Improved Apache2 compatibility Core A fix from Ruslan for getting values for a named global Custom Field Split Sendmail arguments properly for mail sending Improved descriptions of merged ticket in history Additional debugging when ticket creation fails catastrophically. Make custom field names case insensitive in TicketSQL Better cleanup of temporary files Better emailing of error messages after "permission denied" errors Internationalization Updated Finnish localization Updated Chinese localization Minor corrections to French localization New Danish localization New Hungarian localization Database Updates to oracle CLOB handling CLI Fixed a couple small ticket update bugs with the cli Developers Added callback for adding new users Exclude svn cache files from regression test suite Deslashified bits of the styleguide Better logging of failed thawing of search queries _______________________________________________ rt-announce mailing list rt-announce at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-announce From rcoleman at interpublic.com Sun Mar 28 11:26:49 2004 From: rcoleman at interpublic.com (rcoleman at interpublic.com) Date: Sun, 28 Mar 2004 11:26:49 EST Subject: [rt-users] upgrade to 3.0.9 breaks Message-ID: <20040328164245.CB07A11253@pallas.eruditorum.org> An embedded and charset-unspecified text was scrubbed... Name: not available URL: From pdh at snapgear.com Sun Mar 28 16:50:47 2004 From: pdh at snapgear.com (Phil Homewood) Date: Mon, 29 Mar 2004 07:50:47 +1000 Subject: [rt-users] rt2-to-rt3-1.23 In-Reply-To: <20040326152240.GY1700@vic20.blipp.com> References: <20040325104438.GR1700@vic20.blipp.com> <20040326152240.GY1700@vic20.blipp.com> Message-ID: <20040328215047.GA748@bne.snapgear.com> Patrik Wallstrom wrote: > error: Can't locate object method "Columns" via package > "RT::Attachments" at > /usr/local/rt3/share/html/Ticket/Elements/ShowAttachments line 66. Your version of DBIx::SearchBuilder is too old. -- Phil Homewood, Systems Janitor, http://www.SnapGear.com pdh at snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630 SnapGear - A CyberGuard Company From JChen at paymentone.com Sun Mar 28 18:34:02 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Sun, 28 Mar 2004 15:34:02 -0800 Subject: [rt-users] RT3 SelfService - Adding New Input and Custom Field Message-ID: <6D6E09D687772640AA41F009EB85FE0502F7FC@CPMAL00.corpnet.p1.local> Hello All, I am wondering if anyone has changed the SelfService Create.html file to something like: 1) Have the "Priority" box be available for users to enter the importance of the ticket. Also make it required value to create the ticket via SelfService. 2) Lastly, a selective custom field that you have created for the user to enter/select. So far with the custom field I've created, I can see them only if I am privileged user. Thanks for any help you can give. -Jonathan From crion at gmx.de Sun Mar 28 18:39:21 2004 From: crion at gmx.de (Christian Muenscher) Date: Mon, 29 Mar 2004 01:39:21 +0200 Subject: [rt-users] Installing RT without shell? Message-ID: <40676229.2090606@gmx.de> Hi! Is there a way to install RT (3.0.10) onto a webserver without having access to the shell? I?d like to install it onto the webspace at my ISP. Perl & MySQL are available. Thanks! regards, Chriss From pmcgraw at aamc.org Sun Mar 28 18:51:07 2004 From: pmcgraw at aamc.org (Paula McGraw) Date: Sun, 28 Mar 2004 18:51:07 -0500 Subject: [rt-users] POP3 mailgate on Win32. Message-ID: Been meaning to send a thank you for making this so easy. 'Course I did have to read the docs to figure out why I wasn't the owner of the rt-mailgate.conf file and couldn't get the deamon running - can't protect us from our personal ignorance :) >>> Autrijus Tang 3/24/2004 12:34:34 PM >>> Thanks to Jesse's suggestions, I've made available a installer that integrates POP3 (and perhaps IMAP) accounts to the RT mailgate: http://dist.ourinet.com/oin-fetchmail-6.2.5.exe 1,826,506 bytes After installation, please look at this file: C:\Program Files\OurInternet\Common\fetchmail\README.txt for how to set things up. It assumes a RT-Win32 installation on the same machine at port 8284. You may need to add " ssl " before " mda " in the config file if you're using POP3+SSL instead of POP3. Please consult the fetchmail homepage for more configuration options. Thanks, /Autrijus/ _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pds at skyinet.net Sun Mar 28 21:06:33 2004 From: pds at skyinet.net (Paul Suela) Date: Mon, 29 Mar 2004 10:06:33 +0800 Subject: [rt-users] Re: problem creating ticket in RT via external email source In-Reply-To: References: <20040327070456.0DF25583FB@smtp1.skyinet.net> Message-ID: <406784A9.4050101@skyinet.net> Hey Seph, i may need a little more hand-holding on setting option (2) up. I've created the ff... (2) /etc/exim4/conf.d/transport/30_request-tracker3 request_tracker3_pipe: debug_print = "T: request_tracker3_pipe for $local_part@$domain" driver = pipe return_fail_output allow_commands = /usr/bin/rt-mailgate and edited my /etc/exim4/conf.d/router/400_exim4-config_system_aliases to look like this: system_aliases: debug_print = "R: system_aliases for $local_part@$domain" driver = redirect domains = +local_domains allow_fail allow_defer data = ${lookup{$local_part}lsearch{/etc/aliases}} # user = list # group = mail file_transport = address_file # pipe_transport = address_pipe pipe_transport = request_tracker3_pipe # directory_transport = address_directory then i restarted exim4. and tried emailing RT again.. but RT WebUI still doesn't register any new tickets. Should i be modifying other exim4 files to tell it to use the request_tracker3_pipe? seph wrote: >>R=system_aliases defer (-30): pipe_transport unset in system_aliases router >> >>then i tracked down Debian Bug #229052 (http://bugs.debian.org/cgi- >>bin/bugreport.cgi?bug=229052) which gave some workarounds... now am >>not very familiar with exim so am very confused on which of the 3 >>solutions he mentioned to use. >> >>I want to stick with exim4 since this is the recommended Debian MTA >>that came with the RT3.0.9 installation. But if it'd make things >>easier, we could replace exim4 with Sendmail or Qmail instead (but >>am also not familiar with these). What's your take on this matter? >> >> > >You should use whatever you understand best. Of the solutions >mentioned in that debian bug report: > > (1) is an automatic thing that does not require filling in > /etc/aliases, and instead queries the database for allowed > queues. > > (2) just allows pipes for rt-mailgate, nothing special or automatic. > > (3) is an updated form of the automatic thing I stuck in the old rtfm > > you could also downgrade exim to exim3. > >If you don't want to learn much about exim, and just want it to to >behave like it used to, you should probably just go with (2). > >seph > > > > From seph at directionless.org Sun Mar 28 21:45:47 2004 From: seph at directionless.org (seph) Date: Sun, 28 Mar 2004 21:45:47 -0500 Subject: [rt-users] Re: problem creating ticket in RT via external email source In-Reply-To: <406784A9.4050101@skyinet.net> (Paul Suela's message of "Mon, 29 Mar 2004 10:06:33 +0800") References: <20040327070456.0DF25583FB@smtp1.skyinet.net> <406784A9.4050101@skyinet.net> Message-ID: > Hey Seph, > > i may need a little more hand-holding on setting option (2) up. I've > created the ff... my time is fairly limited. > (2) /etc/exim4/conf.d/transport/30_request-tracker3 > and edited my /etc/exim4/conf.d/router/400_exim4-config_system_aliases with a quick glance, they both looks okay. > then i restarted exim4. and tried emailing RT again.. but RT WebUI > still doesn't register any new tickets. Should i be modifying other > exim4 files to tell it to use the request_tracker3_pipe? I don't think you need to modify anything else. did you restart exim? what's in the logs? the errors are usually pretty descriptive. seph From pdh at bestpractical.com Sun Mar 28 22:14:20 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 29 Mar 2004 13:14:20 +1000 Subject: [rt-users] I can't create a ticket by email In-Reply-To: <1080326182.3188.146.camel@localhost.localdomain> References: <1080318141.3188.40.camel@localhost.localdomain> <1080321152.3188.96.camel@localhost.localdomain> <1080326182.3188.146.camel@localhost.localdomain> Message-ID: <20040329031420.GH748@bne.snapgear.com> Jean-Yan Beube wrote: > > : temporary failure. Command output: RT server > > error. The RT server which handled your email did not behave as > > expected. It said: %# BEGIN LICENSE BLOCK %# %# Copyright (c) > > 1996-2003 Jesse Vincent %# %# (Except where Your Apache configuration is broken; it's not passing the RT code to Mason for parsing. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Sun Mar 28 22:25:05 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 29 Mar 2004 13:25:05 +1000 Subject: [rt-users] Attachment problems In-Reply-To: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E7@cfu11.cfu.local> References: <7BF88C9E74FAE646AB10A510BA7A8D8A9292E7@cfu11.cfu.local> Message-ID: <20040329032505.GJ748@bne.snapgear.com> Curt Driscoll wrote: > [mysqld] > Mysql's max_allowed_packet=1M (Is this enough?) It's pretty small, but shouldn't trunctate things much less than 1Mb in size. Still: > [RT] > MaxAttachmentSize= 10MB for that, I'd set max_allowed_packet to something bigger than 10M... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From vinita at cs.mu.OZ.AU Mon Mar 29 01:27:57 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Mon, 29 Mar 2004 16:27:57 +1000 Subject: [rt-users] simple watcher Message-ID: <4067C1ED.1050506@cs.mu.oz.au> HI I have * Privileged users can see Queue, show ticket and watch. * Requester can replay to there own tickets Is it possible to make them to add themselves as watchers to others tickets, without giving them the 'modify ticket' right? They can only receive an email copy. Thanks -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 From cubic at acronis.ru Mon Mar 29 02:30:15 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 11:30:15 +0400 Subject: [rt-users] upgrade to 3.0.9 breaks In-Reply-To: <20040328164245.CB07A11253@pallas.eruditorum.org> References: <20040328164245.CB07A11253@pallas.eruditorum.org> Message-ID: <4067D087.5030406@acronis.ru> rcoleman at interpublic.com wrote: > my bad - i actually did rebuild mod-perl, and apache. i forgot to > mention this in the original mail > > i downloaded and installed perl 5.8.3, rebuilt mod-perl and apache, > restarted apache - checked that it was using perl 5.8.3 and it was. then > i downloaded and...do you mean i didn't rebuild mod-perl after installing > the DBIx::SearchBuilder? because after restarting apache, i downloaded > and installed rt - after using rt-test-dependencies with the --install > option, which installed the dbi searchbuilder. but i did not rebuild > mod-perl after installing the DBIx::SearchBuilder...you think that's my > mistake? No, DBIx::SB is pure perl module. Problem could exists in binary modules. I think you have more then one versions of perl. For eg I have 5.8.{0,1,3}. 0 and 1 have absolutely different INC arrays(paths where perl search for installed modules). perl 5.8.3 I installed from rpm. it was builded with INC containing 5.8.{0,1,2,3} paths. First time everything was fine, but two days ago I've got same errors and also random seg faults of apache. I builded and tested mod_perl, perl, apache in different ways, but prodlem didn't disappear until I've rebuilded perl with standalone INC paths. Problem gone. I really think that problem in your case is same. It was always problem. I did hope that with 5.8.x problem with one module in different paths disapear, nope still there. So I still don't include old module paths when build new perl. Only use same CPAN settings for all perls, so newly installed perl fetch modules from cache. Best regards. Ruslan. > > On Sat, 27 Mar 2004 12:45:46 +0300 > "Ruslan U. Zakirov" wrote: > > >>You didn't rebuild mod_perl. >> Best regards. Ruslan. >> > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pape-rt at inf.fu-berlin.de Mon Mar 29 02:31:44 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Mon, 29 Mar 2004 09:31:44 +0200 Subject: [rt-users] rt3 bug: transaction order in Bulk.html Message-ID: <2147483647.1080552704@eremix> Hello, we use an "On Correspond AutoOpen" Scrip. if you resolve a ticket *and* write a correspondance with the search/Bulk.html page, then you get: 1. Ticket resolve 2. Correspondance added 3. Ticket auto opened this is different than in the standard Ticket/Update.html where you get 1. Correspondance added 2. Ticket resolved Latter is the thing I expect, So I changed the creation order of transactions in Bulk.html to be consistent with Update.html. patch see . Dirk. From Richard.Ellis at Sun.COM Mon Mar 29 02:36:45 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Mon, 29 Mar 2004 08:36:45 +0100 Subject: [rt-users] RT v3.0.10 In-Reply-To: <20040328040208.C17A71146A@pallas.eruditorum.org> References: <20040328040208.C17A71146A@pallas.eruditorum.org> Message-ID: <1080545803.2186.14.camel@sr-egmp02-02> Is it possible to issue a list of pages or functions which have been updated with each release to help those people who have some pages customised or localised to roll their individual updates in with the bug fixes or enhancements in the new versions. This should help avoid legacy hangover issues from using older coded pages. On Sun, 2004-03-28 at 05:02, rt-users-request at lists.bestpractical.com wrote: > Send rt-users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of rt-users digest..." > > > Today's Topics: > > 1. Re: RTFM (Jason Grigsby) > 2. RE: More performance issues with 3.0.9 (Derek Suzuki) > 3. Re: Allowing a 'group' of customers to see certain ticketsin > a queue (Todd Chapman) > 4. Re: to: undisclosed recipients (Todd Chapman) > 5. RE: Allowing a 'group' of customers to see certainticketsin a > queue (Kelly F. Hickel) > 6. Re: Allowing a 'group' of customers to see certainticketsin a > queue (Todd Chapman) > 7. Re: Allowing a 'group' of customers to see certainticketsin a > queue (Todd Chapman) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 27 Mar 2004 16:11:03 -0800 > From: Jason Grigsby > Subject: Re: [rt-users] RTFM > To: Max Norton > Cc: rt-users at lists.bestpractical.com > Message-ID: <66872DE6-804C-11D8-B579-000393D541EC at kavi.com> > Content-Type: text/plain; charset=US-ASCII; delsp=yes; format=flowed > > On Mar 24, 2004, at 5:24 AM, Max Norton wrote: > >> 2) RTFM is not meant as a tool to display FAQs to the general public. > > > > There's absolutely nothing stopping it from doing so, you can make > > articles > > available to everyone. > > Max is correct about this with one caveat. The SelfService interface > for RT does not allow access to RTFM. So while you can mark any article > as visible to everyone, you will have to create some sort of interface > to view the FAQs. A customer-facing and non-authenticated front end are > both on the To Do list for the current version of RTFM: > > http://svn.bestpractical.com/viewcvs.cgi/*checkout*/rtfm/trunk/TODO? > rev=348&content-type=text%2Fplain > > > >> 3) To view FAQs from RTFM, one must be an RT superuser. > > Out of the box, you have to be a privileged user to see RFTM articles. > > For our use, we wanted certain classes of articles available to users > in the SelfService interface. We copied the RTFM installation under the > SelfService area in local then modified code to reference > /SelfService/RTFM/. We had to modify the left nav for that section as > well, and I think there was a couple of other changes that were > necessary. > > Basically, the structure (permissions) is in place to support > customer-facing and non-authenticated access to RTFM articles, but the > UI has been developed. > > -Jason > > > > ------------------------------ > > Message: 2 > Date: Sat, 27 Mar 2004 16:11:13 -0800 > From: Derek Suzuki > Subject: RE: [rt-users] More performance issues with 3.0.9 > To: "'rt-users at lists.bestpractical.com '" > > Message-ID: > <4EDB653D80A0234CAE572A89316BDDFF08D1F444 at elvis.ziprealty.com> > Content-Type: text/plain; charset="iso-8859-1" > > One other bit of info - an strace against the perl process shows the > following call in abundance: > > time(NULL) = 1080432262 > > The expected calls to handle communication with the MySQL server are > scattered amongst a bunch of those. > > -----Original Message----- > From: Derek Suzuki > To: rt-users at lists.bestpractical.com > Sent: 3/26/2004 5:20 PM > Subject: [rt-users] More performance issues with 3.0.9 > > Okay, my performance problem has a bit of a history, so I'll > start > at the beginning... > > Initially, I installed RT 3.0.7 and MySQL 4.0.13 with Apache > 2.0.46 > and FastCGI 2.4.21 on a little box with 256MB RAM and a 500MHz P-III. > It > was never fast, but it was adequate for the two people using it. > A few weeks ago, another group started using the system, and > usage > went up five-fold. At first I started seeing some odd rendering > problems, > so I upgraded RT to 3.0.9. This solved the immediate problems, but then > a > new issue arose. Every now and then, RT would stall for 1-2 minutes at > a > time. Additional requests would cause the perl process to peg the CPU, > and > they would eventually time out. If the timed-out request came in > through > the mail gateway, the delivery would fail with EX_TEMPFAIL and the > message > would be redelivered later (this caused a duplicate ticket to be > created). > Other than the high CPU usage, the system would show little sign > of > load. The CPU would spend little time in iowait state and manual > queries to > MySQL would return quickly. An strace against the perl process would > show > queries and results running back and forth during this time. Eventually > everything would die down, and the server would start behaving normally. > Earlier this week, I migrated RT to a new server with 4GB RAM, > dual > 3GHz Xeons and hardware mirrored SATA drives. The system was clearly > faster, but after the first day, we started to see those hangs happen > again. > I cranked up the memory allocation settings for InnoDB with no effect. > I > then saw a posting which suggested that MySQL 4.0.13 had a bug where > updates > on an indexed table could lock out selects for an unreasonable amount of > time. I upgraded to 4.0.18 yesterday and everything looked good. > Today, of course, the problem resurfaced. > > At this point I'm running out of ideas. Does anyone have any > suggestions as to where I should be looking? > > Derek > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > ------------------------------ > > Message: 3 > Date: Sat, 27 Mar 2004 20:37:02 -0500 > From: Todd Chapman > Subject: Re: [rt-users] Allowing a 'group' of customers to see certain > ticketsin a queue > To: Alan Barrett > Cc: rt-users at lists.bestpractical.com > Message-ID: <20040328013702.GI4373 at chaka.net> > Content-Type: text/plain; charset=us-ascii > > Just create a scrip that when a ticket is created, find out what > UserDefined group the requestor belongs to and adds that > group as a Cc watcher. Then give the Cc system group the > rights you desire. Easy! > > On Sat, Mar 27, 2004 at 01:28:50PM +0200, Alan Barrett wrote: > > On Fri, 26 Mar 2004, Oliver Marx wrote: > > > >> User_A is user_a at company1.com > > > >> User_B is user_b at company1.com > > > >> User_C is c_user at another_company.com > > > >> > > > >> User_A sends in a ticket - #1 > > > >> User_C sends in a ticket - #2 > > > >> User_B sends in a ticket - #3 > > > >> > > > >> Both User_A and User_B should be able to see ticket > > > >> #1 and ticket #3 but _not_ ticket #2. > > > >> > > > >> User_C should be able to see ticket #2, but not > > > >> tickets #1 and #3. > > > > I also have this desire. And I do not want to use a separate queue > > per customer. At present, I use the work-around described at > > , but > > it doesn't work very well, requires an extra RT user with a password > > that is shared between multiple users at the same customer site, and > > requires tedious editing of scrips every time a new such group is added. > > > > > It would be nice if it some how would be possible to grant a > > > group_view_right and connect tickets to a group. > > > > Yes, and it would be nice if it didn't need scrips. > > > > Imagine that it was possible to grant rights to "Users in same group as > > Requestor" and "Users in same group as CC", in much the same way as one > > currently grants rights to "Requestor" and "CC". To prevent the "Everyone" > > group from being considered for such rights, each group could have a flag > > saying whether or not such rights would apply to this group. > > > > Then you'd do this: > > > > 1. Create a group for "customer-1", and set the "allow rights for > > users in same group" flag on this group. > > 2. Add "user-a at customer-1" and "user-b at customer-1" to the "customer-1" > > group. > > 3. Grant rights like See Queue, View Ticket, Update Ticket, to > > "Requestor" as usual. Also grant those rights (or perhaps only > > the view rights, not the update rights) to "Users in same group as > > Requestor". > > > > For efficiency, the implementation would probably have to keep a cache > > of all user-pairs that have the in-same-group property. > > > > --apb (Alan Barrett) > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > ------------------------------ > > Message: 4 > Date: Sat, 27 Mar 2004 20:40:44 -0500 > From: Todd Chapman > Subject: Re: [rt-users] to: undisclosed recipients > To: Anne Ramey > Cc: rt-users at lists.bestpractical.com > Message-ID: <20040328014044.GJ4373 at chaka.net> > Content-Type: text/plain; charset=us-ascii > > That's in the RT configuration file. > > On Fri, Mar 26, 2004 at 04:28:12PM -0500, Anne Ramey wrote: > > If I just hit reply, everyone who originally was sent the request > > doesn't get the reply because the to field says undisclosed recipients. > > Is there any way to have rt automatically cc: anyone cc'd on the > > original mail. That is, is there anyway to make rt set the people cc: > > field when the original mail is received? It's not always practical to > > do this by hand. > > > > I'm on linux. > > > > thanks, > > Anne Ramey > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.com > > http://lists.bestpractical.com/mailman/listinfo/rt-users > > > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > ------------------------------ > > Message: 5 > Date: Sat, 27 Mar 2004 21:04:00 -0600 > From: "Kelly F. Hickel" > Subject: RE: [rt-users] Allowing a 'group' of customers to see > certainticketsin a queue > To: "Todd Chapman" , "Alan Barrett" > Cc: rt-users at lists.bestpractical.com > Message-ID: > <3C05BBBA1B54ED43B1A6827E620EF1CD0A181B at mailservermn.mqsoftware.com> > Content-Type: text/plain; charset="us-ascii" > > Doesn't that make them privileged users, which means they can see the > comments in the tickets? -- Rick Ellis From cubic at acronis.ru Mon Mar 29 02:42:34 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 11:42:34 +0400 Subject: [rt-users] RT v3.0.10 In-Reply-To: <1080545803.2186.14.camel@sr-egmp02-02> References: <20040328040208.C17A71146A@pallas.eruditorum.org> <1080545803.2186.14.camel@sr-egmp02-02> Message-ID: <4067D36A.408@acronis.ru> Rick Ellis wrote: > Is it possible to issue a list of pages or functions which have been > updated with each release to help those people who have some pages > customised or localised to roll their individual updates in with the bug > fixes or enhancements in the new versions. > > This should help avoid legacy hangover issues from using older coded > pages. > > tar -xzf rt-3.0.9.tar.gz tar -xzf rt-3.0.20.tar.gz diff -Nru rt-3.0.9 rt-3.0.10 | grep '+++' [snip] Good luck. Ruslan. From phillip at reportstar.net Sun Mar 28 22:04:11 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 22:04:11 -0500 Subject: [rt-users] Help with Corresponds and reply Message-ID: <4067922B.2000808@reportstar.net> i can finally create tickets via email and i get an automatic responce from rt with the ticket number but when i reply the message doesn't reach the requestor and the same thing when the ticket has been resolved no message the requestor doesn't get any reply. -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Sun Mar 28 22:04:11 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 22:04:11 -0500 Subject: [rt-users] Help with Corresponds and reply Message-ID: <4067922B.2000808@reportstar.net> i can finally create tickets via email and i get an automatic responce from rt with the ticket number but when i reply the message doesn't reach the requestor and the same thing when the ticket has been resolved no message the requestor doesn't get any reply. -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Mon Mar 29 03:11:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 12:11:50 +0400 Subject: [rt-users] Help with Corresponds and reply In-Reply-To: <4067922B.2000808@reportstar.net> References: <4067922B.2000808@reportstar.net> Message-ID: <4067DA46.80107@acronis.ru> Phillip Leremi wrote: > i can finally create tickets via email and i get an automatic responce > from rt with the ticket number but when i reply the message doesn't > reach the requestor and the same thing when the ticket has been > resolved no message the requestor doesn't get any reply. > Look at $RT::NotifyActor config option. RT by default doesn't send any mails to actor of transaction. May be this is your problem? Question moved to: http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ Best regards. Ruslan. From phillip at reportstar.net Sun Mar 28 22:24:08 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 22:24:08 -0500 Subject: [rt-users] Help with Corresponds and reply In-Reply-To: <4067DA46.80107@acronis.ru> References: <4067922B.2000808@reportstar.net> <4067DA46.80107@acronis.ru> Message-ID: <406796D8.3050205@reportstar.net> Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> i can finally create tickets via email and i get an automatic >> responce from rt with the ticket number but when i reply the message >> doesn't reach the requestor and the same thing when the ticket has >> been resolved no message the requestor doesn't get any reply. >> > > Look at $RT::NotifyActor config option. RT by default doesn't send any > mails to actor of transaction. May be this is your problem? > I don't understand what u mean. > Question moved to: http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ > > Best regards. Ruslan. > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Sun Mar 28 22:24:59 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 22:24:59 -0500 Subject: [rt-users] Help with Corresponds and reply In-Reply-To: <4067DA46.80107@acronis.ru> References: <4067922B.2000808@reportstar.net> <4067DA46.80107@acronis.ru> Message-ID: <4067970B.4030500@reportstar.net> Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> i can finally create tickets via email and i get an automatic >> responce from rt with the ticket number but when i reply the message >> doesn't reach the requestor and the same thing when the ticket has >> been resolved no message the requestor doesn't get any reply. >> > > Look at $RT::NotifyActor config option. RT by default doesn't send any > mails to actor of transaction. May be this is your problem? > Do u mean that i should create my own scrip > Question moved to: http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ > > Best regards. Ruslan. > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From henrik at hugin.no Mon Mar 29 03:25:08 2004 From: henrik at hugin.no (=?iso-8859-1?Q?Henrik_Andr=E9_von_Gunten?=) Date: Mon, 29 Mar 2004 10:25:08 +0200 Subject: [rt-users] Quick search fails in FCGI In-Reply-To: <4067922B.2000808@reportstar.net> Message-ID: <20040329082507.C4E0311119@pallas.eruditorum.org> Hi all, I have a problem with RT "heading" search (above Quick search) doesn't work when I use RT with FCGI. It's very much used for one-step searching on individual ticket numbers. RT only displays a blank page on query submits. Discovered the problem when migrating from mod_perl to FCGI for performance. I've tested 3.0.9 and 3.0.10. I'm using apache 1.3.29 with perl 5.8.3 on SUSE linux. Anyone with similar problems out there? Best regards Henrik von Gunten From jeanphilippe.proux at free.fr Mon Mar 29 03:31:55 2004 From: jeanphilippe.proux at free.fr (jean-philippe.proux) Date: Mon, 29 Mar 2004 10:31:55 +0200 Subject: [rt-users] [root@planxty root]# /opt/rt3/bin/rt show -l ticket/29/history Message-ID: <4067DEFB.2010908@free.fr> rt: show: Unrecognised option '-l'. rt: show: No objects specified. Syntax: rt show [options] Displays details of the specified objects. For some types, object information is further classified into named attributes (for example, "1-3/links" is a valid ticket specification that refers to the links for tickets 1-3). Consult "rt help " and "rt help objects" for further details. This command writes a set of forms representing the requested object data to STDOUT. Options: - Read IDs from STDIN instead of the command-line. -t type Specifies object type. -f a,b,c Restrict the display to the specified fields. -S var=val Submits the specified variable with the request. Examples: rt show -t ticket -f id,subject,status 1-3 rt show ticket/3/attachments/29 rt show ticket/3/attachments/29/content rt show ticket/1-3/links history in cmd line ? Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 7bit hi, i've got an error with /opt/rt3/bin/show -l ticket/29/history perhaps you would write : rt show like this : [root at planxty root]# /opt/rt3/bin/rt show -l ticket/29/history but i've got an error too ! rt: show: Unrecognised option '-l'. rt: show: No objects specified. Syntax: rt show [options] Displays details of the specified objects. For some types, object information is further classified into named attributes (for example, "1-3/links" is a valid ticket specification that refers to the links for tickets 1-3). Consult "rt help " and "rt help objects" for further details. This command writes a set of forms representing the requested object data to STDOUT. Options: - Read IDs from STDIN instead of the command-line. -t type Specifies object type. -f a,b,c Restrict the display to the specified fields. -S var=val Submits the specified variable with the request. Examples: rt show -t ticket -f id,subject,status 1-3 rt show ticket/3/attachments/29 rt show ticket/3/attachments/29/content rt show ticket/1-3/links rt show -t user 2 From cubic at acronis.ru Mon Mar 29 03:32:31 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 12:32:31 +0400 Subject: [rt-users] Help with Corresponds and reply In-Reply-To: <4067970B.4030500@reportstar.net> References: <4067922B.2000808@reportstar.net> <4067DA46.80107@acronis.ru> <4067970B.4030500@reportstar.net> Message-ID: <4067DF1F.3090502@acronis.ru> Phillip Leremi wrote: > > > Ruslan U. Zakirov wrote: > >> Phillip Leremi wrote: >> >>> i can finally create tickets via email and i get an automatic >>> responce from rt with the ticket number but when i reply the message >>> doesn't reach the requestor and the same thing when the ticket has >>> been resolved no message the requestor doesn't get any reply. >>> >> >> Look at $RT::NotifyActor config option. RT by default doesn't send any >> mails to actor of transaction. May be this is your problem? >> > Do u mean that i should create my own scrip Sorry. No. If you have default scrip set and RT sends autoreply then RT sends corresponds too. Only one exception case(must be): user A is requestor. A writes reply. Hi is an actor. Reply transaction created by A. If config(RT_SiteConfig.pm) option RT::NotifyActor isn't set(default) then RT skips an actor(user A in example). Good luck. Ruslan. > >> Question moved to: http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ >> >> Best regards. Ruslan. >> >> > From cubic at acronis.ru Mon Mar 29 03:34:16 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 12:34:16 +0400 Subject: [rt-users] Quick search fails in FCGI In-Reply-To: <20040329082507.C4E0311119@pallas.eruditorum.org> References: <20040329082507.C4E0311119@pallas.eruditorum.org> Message-ID: <4067DF88.7090805@acronis.ru> Henrik Andr? von Gunten wrote: > Hi all, > > I have a problem with RT "heading" search (above Quick search) doesn't work > when I use RT with FCGI. It's very much used for one-step searching on > individual ticket numbers. RT only displays a blank page on query submits. > Discovered the problem when migrating from mod_perl to FCGI for performance. > > I've tested 3.0.9 and 3.0.10. I'm using apache 1.3.29 with perl 5.8.3 on > SUSE linux. > > Anyone with similar problems out there? > Jesse anounced that this bug was fixed in 3.0.10. May be you forgot full apache restart? > > Best regards > Henrik von Gunten From henrik at hugin.no Mon Mar 29 03:41:53 2004 From: henrik at hugin.no (=?iso-8859-1?Q?Henrik_Andr=E9_von_Gunten?=) Date: Mon, 29 Mar 2004 10:41:53 +0200 Subject: [rt-users] Quick search fails in FCGI In-Reply-To: <4067DF88.7090805@acronis.ru> Message-ID: <20040329084152.C7FD31123A@pallas.eruditorum.org> I've restarted apache, the login page says 3.0.10, but the bug persists. However, I've only done an "upgrade" install. I'll try with a completely fresh RT install and se if this will fix things. /Henrik > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: 29. mars 2004 10:34 > To: Henrik Andr? von Gunten > Cc: rt-users at lists.fsck.com > Subject: Re: [rt-users] Quick search fails in FCGI > > Henrik Andr? von Gunten wrote: > > Hi all, > > > > I have a problem with RT "heading" search (above Quick search) doesn't > work > > when I use RT with FCGI. It's very much used for one-step searching on > > individual ticket numbers. RT only displays a blank page on query > submits. > > Discovered the problem when migrating from mod_perl to FCGI for > performance. > > > > I've tested 3.0.9 and 3.0.10. I'm using apache 1.3.29 with perl 5.8.3 on > > SUSE linux. > > > > Anyone with similar problems out there? > > > > Jesse anounced that this bug was fixed in 3.0.10. May be you forgot full > apache restart? > > > > > Best regards > > Henrik von Gunten From phillip at reportstar.net Sun Mar 28 22:45:12 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 22:45:12 -0500 Subject: [rt-users] Help with Corresponds and reply In-Reply-To: <4067DF1F.3090502@acronis.ru> References: <4067922B.2000808@reportstar.net> <4067DA46.80107@acronis.ru> <4067970B.4030500@reportstar.net> <4067DF1F.3090502@acronis.ru> Message-ID: <40679BC8.30700@reportstar.net> Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> >> >> Ruslan U. Zakirov wrote: >> >>> Phillip Leremi wrote: >>> >>>> i can finally create tickets via email and i get an automatic >>>> responce from rt with the ticket number but when i reply the >>>> message doesn't reach the requestor and the same thing when the >>>> ticket has been resolved no message the requestor doesn't get any >>>> reply. >>>> >>> >>> Look at $RT::NotifyActor config option. RT by default doesn't send >>> any mails to actor of transaction. May be this is your problem? >>> >> Do u mean that i should create my own scrip > > Sorry. > No. > If you have default scrip set and RT sends autoreply then RT sends > corresponds too. Only one exception case(must be): > user A is requestor. > A writes reply. Hi is an actor. Reply transaction created by A. > > If config(RT_SiteConfig.pm) option RT::NotifyActor isn't set(default) > then RT skips an actor(user A in example). > Good luck. Ruslan. RT::NotifyActor is set to 1 but i'm asking is this:- user A is requestor. A writes request. B(me) I reply to the request, but only this time A doesn't get the reply i send to him/her. >> >>> Question moved to: http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ >>> >>> Best regards. Ruslan. >>> >>> >> > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Sun Mar 28 23:00:35 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 23:00:35 -0500 Subject: [rt-users] Help with Corresponds and reply In-Reply-To: <4067DF1F.3090502@acronis.ru> References: <4067922B.2000808@reportstar.net> <4067DA46.80107@acronis.ru> <4067970B.4030500@reportstar.net> <4067DF1F.3090502@acronis.ru> Message-ID: <40679F63.6010805@reportstar.net> I finally got the answer the thing was that I was that the requestor email address and the owner email address where the same. thankz fro all your help guys. Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> >> >> Ruslan U. Zakirov wrote: >> >>> Phillip Leremi wrote: >>> >>>> i can finally create tickets via email and i get an automatic >>>> responce from rt with the ticket number but when i reply the >>>> message doesn't reach the requestor and the same thing when the >>>> ticket has been resolved no message the requestor doesn't get any >>>> reply. >>>> >>> >>> Look at $RT::NotifyActor config option. RT by default doesn't send >>> any mails to actor of transaction. May be this is your problem? >>> >> Do u mean that i should create my own scrip > > Sorry. > No. > If you have default scrip set and RT sends autoreply then RT sends > corresponds too. Only one exception case(must be): > user A is requestor. > A writes reply. Hi is an actor. Reply transaction created by A. > > If config(RT_SiteConfig.pm) option RT::NotifyActor isn't set(default) > then RT skips an actor(user A in example). > Good luck. Ruslan. > >> >>> Question moved to: http://wiki.bestpractical.com/cgi-bin/index.cgi?FAQ >>> >>> Best regards. Ruslan. >>> >>> >> > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Mon Mar 29 03:59:07 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 12:59:07 +0400 Subject: [rt-users] [wiki] I'll drop PostQuestionsHere page soon. Message-ID: <4067E55B.80402@acronis.ru> Hello, all. I allready drop link from HomePage, but page still exists at: http://wiki.bestpractical.com/cgi-bin/index.cgi?PostQuestionsHere Reasons: 1) I'm almost only one who answer questions there. 2) I'm tired from this page. 3) I don't how people belive that questions there would be answered at all. 4) Wiki isn't for questions. It's for discussed answers, Real tips, Working solutions. If you have unresolved questions there resubmit it to ML. Good luck. Ruslan. From phillip at reportstar.net Sun Mar 28 23:08:32 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 23:08:32 -0500 Subject: [rt-users] Deleting tickets that where created as tests Message-ID: <4067A140.6040302@reportstar.net> How do i delete tickets that i used as testing tickets? -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Sun Mar 28 23:08:32 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 23:08:32 -0500 Subject: [rt-users] Deleting tickets that where created as tests Message-ID: <4067A140.6040302@reportstar.net> How do i delete tickets that i used as testing tickets? -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Sun Mar 28 23:10:50 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 23:10:50 -0500 Subject: [rt-users] Help with Reports Message-ID: <4067A1CA.3000606@reportstar.net> How do i get reports lets say for a particular client i want a print out of support issues that i solved for the whole month how i get that? -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Sun Mar 28 23:10:50 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 23:10:50 -0500 Subject: [rt-users] Help with Reports Message-ID: <4067A1CA.3000606@reportstar.net> How do i get reports lets say for a particular client i want a print out of support issues that i solved for the whole month how i get that? -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Mon Mar 29 04:16:30 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 13:16:30 +0400 Subject: [rt-users] Help with Reports In-Reply-To: <4067A1CA.3000606@reportstar.net> References: <4067A1CA.3000606@reportstar.net> Message-ID: <4067E96E.4030907@acronis.ru> Phillip Leremi wrote: > How do i get reports lets say for a particular client i want a print out > of support issues that i solved for the whole month how i get that? > Did you ever try to search in ML? Did you ever try to look on wiki? Did you ever try spend some time on google? Exactly this question answered on wiki. Statistics addon. Ruslan. From cubic at acronis.ru Mon Mar 29 04:16:41 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 13:16:41 +0400 Subject: [rt-users] Deleting tickets that where created as tests In-Reply-To: <4067A140.6040302@reportstar.net> References: <4067A140.6040302@reportstar.net> Message-ID: <4067E979.8020804@acronis.ru> Phillip Leremi wrote: > How do i delete tickets that i used as testing tickets? > Google. From cubic at acronis.ru Mon Mar 29 04:16:41 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 13:16:41 +0400 Subject: [rt-users] Deleting tickets that where created as tests In-Reply-To: <4067A140.6040302@reportstar.net> References: <4067A140.6040302@reportstar.net> Message-ID: <4067E979.8020804@acronis.ru> Phillip Leremi wrote: > How do i delete tickets that i used as testing tickets? > Google. From say_ten at multiplay.co.uk Mon Mar 29 04:16:10 2004 From: say_ten at multiplay.co.uk (Matthew Cheale) Date: Mon, 29 Mar 2004 10:16:10 +0100 Subject: [rt-users] Deleting tickets that where created as tests In-Reply-To: <4067A140.6040302@reportstar.net> References: <4067A140.6040302@reportstar.net> Message-ID: <4067E95A.3080005@multiplay.co.uk> You need to grant yourself deletion rights. Phillip Leremi wrote: > How do i delete tickets that i used as testing tickets? > -- With regards, Say_Ten ================================================ This e.mail is private and confidential between Multiplay (UK) Ltd. and the person or entity to whom it is addressed. In the event of misdirection, the recipient is prohibited from using, copying, printing or otherwise disseminating it or any information contained in it. In the event of misdirection, illegible or incomplete transmission please telephone (023) 8024 3137 or return the E.mail to postmaster at multiplay.co.uk. From phillip at reportstar.net Sun Mar 28 23:35:11 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 23:35:11 -0500 Subject: [rt-users] Help with Reports In-Reply-To: <4067E96E.4030907@acronis.ru> References: <4067A1CA.3000606@reportstar.net> <4067E96E.4030907@acronis.ru> Message-ID: <4067A77F.4060908@reportstar.net> Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> How do i get reports lets say for a particular client i want a print >> out of support issues that i solved for the whole month how i get that? >> > > Did you ever try to search in ML? yes > Did you ever try to look on wiki? yes > Did you ever try spend some time on google? yes > Exactly this question answered on wiki. i didn't c the answer > Statistics addon. > > Ruslan. > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From phillip at reportstar.net Sun Mar 28 23:35:58 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Sun, 28 Mar 2004 23:35:58 -0500 Subject: [rt-users] Deleting tickets that where created as tests In-Reply-To: <4067E95A.3080005@multiplay.co.uk> References: <4067A140.6040302@reportstar.net> <4067E95A.3080005@multiplay.co.uk> Message-ID: <4067A7AE.5050002@reportstar.net> I hve deletion rights but i still can't delete! Matthew Cheale wrote: > You need to grant yourself deletion rights. > > Phillip Leremi wrote: > >> How do i delete tickets that i used as testing tickets? >> > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From cubic at acronis.ru Mon Mar 29 04:39:19 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 29 Mar 2004 13:39:19 +0400 Subject: [rt-users] Deleting tickets that where created as tests In-Reply-To: <4067A7AE.5050002@reportstar.net> References: <4067A140.6040302@reportstar.net> <4067E95A.3080005@multiplay.co.uk> <4067A7AE.5050002@reportstar.net> Message-ID: <4067EEC7.2040801@acronis.ru> Phillip Leremi wrote: > I hve deletion rights but i still can't delete! > > Matthew Cheale wrote: > >> You need to grant yourself deletion rights. >> >> Phillip Leremi wrote: >> >>> How do i delete tickets that i used as testing tickets? >>> >> > Ticket tab->Basics->change status to delete->save changes. From phillip at reportstar.net Mon Mar 29 01:07:42 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Mon, 29 Mar 2004 01:07:42 -0500 Subject: [rt-users] Help with reporting on RT 3.0.9 Message-ID: <4067BD2E.6070903@reportstar.net> I have checked and re-checked the list achive from 2000 to date but i can't find the solution to the problem that i have. I want to be able to generate monthly, weekly and daily reports based on requstor but i can't seem to find the package that does all this. Please help!! I'm running a box with the following:- Redhat 9.0, Perl 5.8.0, RT 3.0.9, Apache 1.3.29 -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From pjsm at fct.unl.pt Mon Mar 29 06:21:24 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Mon, 29 Mar 2004 12:21:24 +0100 (WEST) Subject: [rt-users] [bug] ACL for SystemRoleGroup can't be set on initialdata In-Reply-To: <2147483647.1080552704@eremix> References: <2147483647.1080552704@eremix> Message-ID: Hi! Found and solve the bug #5401. See more at: http://rt3.fsck.com/Ticket/Display.html?id=5401&user=guest&pass=guest Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From pdh at bestpractical.com Mon Mar 29 06:30:09 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 29 Mar 2004 21:30:09 +1000 Subject: [rt-users] The rt-users mailing list Message-ID: <20040329113009.GA75233@dorfl.internal.moreton.com.au> People, Please STOP sending messages to rt-users at lists.bestpractical.com and copying rt-users at lists.fsck.com. The two addresses go to the same list, so you're causing thousands of extra deliveries and filling up everyone's mailboxes for no benefit. rt-users at lists.bestpractical.com is the correct address; the fsck.com address is deprecated and really shouldn't be used. -P. From T.D.Bishop at kent.ac.uk Mon Mar 29 07:34:10 2004 From: T.D.Bishop at kent.ac.uk (Tim Bishop) Date: Mon, 29 Mar 2004 13:34:10 +0100 Subject: [rt-users] rt-remind/rt-escalate updated Message-ID: <20040329123410.GF17688@myrtle.kent.ac.uk> Just a note for anyone using my rt-remind or rt-escalate scripts. I've put updated versions up on my webpage. The main change is support for multiple queues. http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ Cheers, Tim. -- Tim Bishop, Computer Science Computing Officer. PGP Key: 0x2950BFF8 From jeany.berube at adsinc.ca Mon Mar 29 08:15:21 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Mon, 29 Mar 2004 08:15:21 -0500 Subject: [rt-users] I can't create a ticket by email In-Reply-To: <20040329031420.GH748@bne.snapgear.com> References: <1080318141.3188.40.camel@localhost.localdomain> <1080321152.3188.96.camel@localhost.localdomain> <1080326182.3188.146.camel@localhost.localdomain> <20040329031420.GH748@bne.snapgear.com> Message-ID: <1080566121.3131.2.camel@ads1403.adsinc.ca> Now that I know that, how can I fix apache? Is it something in my httpd.conf? On Sun, 2004-03-28 at 22:14, Phil Homewood wrote: > Jean-Yan Beube wrote: > > > : temporary failure. Command output: RT server > > > error. The RT server which handled your email did not behave as > > > expected. It said: %# BEGIN LICENSE BLOCK %# %# Copyright (c) > > > 1996-2003 Jesse Vincent %# %# (Except where > > Your Apache configuration is broken; it's not passing the RT > code to Mason for parsing. From pjsm at fct.unl.pt Mon Mar 29 08:32:02 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Mon, 29 Mar 2004 14:32:02 +0100 (WEST) Subject: [rt-users] Help with reporting on RT 3.0.9 In-Reply-To: <4067BD2E.6070903@reportstar.net> References: <4067BD2E.6070903@reportstar.net> Message-ID: On Mon, 29 Mar 2004, Phillip Leremi wrote: > I have checked and re-checked the list achive from 2000 to date but i > can't find the solution to the problem that i have. I want to be able to > generate monthly, weekly and daily reports based on requstor but i can't > seem to find the package that does all this. Please help!! You can find info on contrib Statistics package (which is the only one that exists, AFAIK) here: http://wiki.bestpractical.com/cgi-bin/index.cgi?RT3StatisticsPackage this package will have more things in a near future, for now if you have something that isn't covered dorp a note on "Whish List" section. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From kfh at mqsoftware.com Mon Mar 29 08:59:29 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 29 Mar 2004 07:59:29 -0600 Subject: [rt-users] Help with reporting on RT 3.0.9 Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1820@mailservermn.mqsoftware.com> For those watching this thread, the Statistics package doesn't do "by requestor" at this time, would be reasonable to add it. If anyone is going to start on that, I would suggest optionally being able to report on all requestors that share a common email domain, that way you could see all from a given company.... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Paulo Matos [mailto:pjsm at fct.unl.pt] > Sent: Monday, March 29, 2004 7:32 AM > To: Phillip Leremi > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Help with reporting on RT 3.0.9 > > On Mon, 29 Mar 2004, Phillip Leremi wrote: > > > I have checked and re-checked the list achive from 2000 to date but i > > can't find the solution to the problem that i have. I want to be able to > > generate monthly, weekly and daily reports based on requstor but i can't > > seem to find the package that does all this. Please help!! > > You can find info on contrib Statistics package (which is the only one > that exists, AFAIK) here: > http://wiki.bestpractical.com/cgi-bin/index.cgi?RT3StatisticsPackage > > this package will have more things in a near future, for now if you have > something that isn't covered dorp a note on "Whish List" section. > > -- > Paulo Matos > ----------------------------------- ---------------------------------- > |Sys & Net Admin | Servi?o de Inform?tica | > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | > |Universidade Nova de Lisboa | Fax: +351-21-2948548 | > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | > ----------------------------------- ---------------------------------- > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 apb at cequrux.com Mon Mar 29 09:01:21 2004 From: apb at cequrux.com (Alan Barrett) Date: Mon, 29 Mar 2004 16:01:21 +0200 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <20040328013702.GI4373@chaka.net> References: <012d01c4136a$4713af30$2101a8c0@EMMA> <20040327112850.GA29755@apb.cequrux.com> <20040328013702.GI4373@chaka.net> Message-ID: <20040329140121.GL29755@apb.cequrux.com> On Sat, 27 Mar 2004, Todd Chapman wrote: > Just create a scrip that when a ticket is created, find out what > UserDefined group the requestor belongs to and adds that group as a Cc > watcher. Then give the Cc system group the rights you desire. Easy! How do you add a group as a CC? I thought that only users could be CCs. The web interface for adding watchers to a ticket (open the ticket, click "people") wants an email address. --apb (Alan Barrett) From anner at blast.com Mon Mar 29 10:11:18 2004 From: anner at blast.com (Anne Ramey) Date: Mon, 29 Mar 2004 10:11:18 -0500 Subject: [rt-users] to: undisclosed recipients In-Reply-To: <20040328014044.GJ4373@chaka.net> References: <7C0481EC-7F6C-11D8-92D4-000A959E1C16@blast.com> <20040328014044.GJ4373@chaka.net> Message-ID: <5434DBCA-8193-11D8-92D4-000A959E1C16@blast.com> Thanks, I found it, but how do I set # RTAddressRegexp is used to make sure RT doesn't add itself as a ticket CC if # the setting above is enabled. Set($RTAddressRegexp , '^ops\@example.com$'); to more than 1 value? I have 2 addresses that forward to different queues, and will soon have more. Thanks, Anne On Mar 27, 2004, at 8:40 PM, Todd Chapman wrote: > That's in the RT configuration file. > > On Fri, Mar 26, 2004 at 04:28:12PM -0500, Anne Ramey wrote: >> If I just hit reply, everyone who originally was sent the request >> doesn't get the reply because the to field says undisclosed >> recipients. >> Is there any way to have rt automatically cc: anyone cc'd on the >> original mail. That is, is there anyway to make rt set the people cc: >> field when the original mail is received? It's not always practical >> to >> do this by hand. >> >> I'm on linux. >> >> thanks, >> Anne Ramey >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at >> http://fsck.com/rtfm >> Anne Ramey Network Administrator Blast Internet Services 919-545-2521 (800)-24-BLAST http://www.blast.com From apb at cequrux.com Mon Mar 29 10:21:22 2004 From: apb at cequrux.com (Alan Barrett) Date: Mon, 29 Mar 2004 17:21:22 +0200 Subject: [rt-users] to: undisclosed recipients In-Reply-To: <5434DBCA-8193-11D8-92D4-000A959E1C16@blast.com> References: <7C0481EC-7F6C-11D8-92D4-000A959E1C16@blast.com> <20040328014044.GJ4373@chaka.net> <5434DBCA-8193-11D8-92D4-000A959E1C16@blast.com> Message-ID: <20040329152122.GM29755@apb.cequrux.com> On Mon, 29 Mar 2004, Anne Ramey wrote: > Thanks, I found it, but how do I set > > Set($RTAddressRegexp , '^ops\@example.com$'); > > to more than 1 value? I have 2 addresses that forward to different > queues, and will soon have more. It's a string that contains a perl regular expression. See the perlre man page for information about the regular expression syntax. There are many ways to make a regular expression match multiple values. For example, you could use something like this: Set($RTAddressRegexp , '^(ops|support|help)\@example\.com$'); or like this: Set($RTAddressRegexp , '^(ops\@example\.com|help\@another\.example\.com)$'); --apb (Alan Barrett) From rt at chaka.net Mon Mar 29 10:16:10 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 29 Mar 2004 10:16:10 -0500 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <20040329140121.GL29755@apb.cequrux.com> References: <012d01c4136a$4713af30$2101a8c0@EMMA> <20040327112850.GA29755@apb.cequrux.com> <20040328013702.GI4373@chaka.net> <20040329140121.GL29755@apb.cequrux.com> Message-ID: <20040329151610.GE15337@chaka.net> Click people. Use the find group search box to find a group. Add group as Cc. Smack forhead. On Mon, Mar 29, 2004 at 04:01:21PM +0200, Alan Barrett wrote: > On Sat, 27 Mar 2004, Todd Chapman wrote: > > Just create a scrip that when a ticket is created, find out what > > UserDefined group the requestor belongs to and adds that group as a Cc > > watcher. Then give the Cc system group the rights you desire. Easy! > > How do you add a group as a CC? I thought that only users could be CCs. > The web interface for adding watchers to a ticket (open the ticket, > click "people") wants an email address. > > --apb (Alan Barrett) > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 TylerH at natr.com Mon Mar 29 11:12:04 2004 From: TylerH at natr.com (Tyler Hepworth) Date: Mon, 29 Mar 2004 09:12:04 -0700 Subject: [rt-users] Creation/Location of *Local.pm files Message-ID: <1FA38D3D58DDD211B18300A024B358C00A2D5A6A@corp-exchange> I want to modify the GetCurrentUser sub in EmailParser.pm. I copied just that sub to a file called EmailParser_Local.pm and placed it in the same directory as EmailParser.pm. I then ran scenarios that should call the modifications that I made, but EmailParser_Local is not even being touched by the program. Have I done this correctly? If so, what are some things I can look at to determine why it is not working? If not, what are the correct steps to making site modifications? Thanks, Tyler Hepworth From dimitry.faynerman at hypermediasystems.com Mon Mar 29 11:21:54 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 29 Mar 2004 08:21:54 -0800 Subject: [rt-users] custom fields and new ticket In-Reply-To: Message-ID: <000001c415a9$f673d860$1601140a@DimitryFaynerman> Hello, Can anybody, please, explain me how I should work with custom fields when creating a new ticket. I created them from "Global"/"Custom fields menu". I'm able to modify their values from "Basics" tab and I'm able to show their values from the Display.html (I use my own template). But the problem is when I create a new ticket, absolutely nothing goes into TicketCustomFieldValues table. What am I missing here? Thanks! Dimitry From Samuel.Senoner at eurac.edu Mon Mar 29 11:22:33 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 29 Mar 2004 18:22:33 +0200 Subject: [rt-users] I can't create a ticket by email Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB66E@abz01be.eurac.edu> Yes, you could post a part of it or it could be something wrong with your webmux or Mason line. Samuel -----Original Message----- From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] Sent: Monday,29 March,2004 15:15 To: RT users Subject: Re: [rt-users] I can't create a ticket by email Now that I know that, how can I fix apache? Is it something in my httpd.conf? On Sun, 2004-03-28 at 22:14, Phil Homewood wrote: > Jean-Yan Beube wrote: > > > : temporary failure. Command output: RT > > > server error. The RT server which handled your email did not > > > behave as expected. It said: %# BEGIN LICENSE BLOCK %# %# > > > Copyright (c) > > > 1996-2003 Jesse Vincent %# %# (Except > > > where > > Your Apache configuration is broken; it's not passing the RT code to > Mason for parsing. _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 Samuel.Senoner at eurac.edu Mon Mar 29 11:26:40 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Mon, 29 Mar 2004 18:26:40 +0200 Subject: [rt-users] Creation/Location of *Local.pm files Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB66F@abz01be.eurac.edu> I think GetCurrenUser has been deleted in one of the last versions from Jesse. It is somewhere else, try to grep "sub CetCurrentUser" in your Rt directory. Samuel -----Original Message----- From: Tyler Hepworth [mailto:TylerH at natr.com] Sent: Monday,29 March,2004 18:12 To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] Creation/Location of *Local.pm files I want to modify the GetCurrentUser sub in EmailParser.pm. I copied just that sub to a file called EmailParser_Local.pm and placed it in the same directory as EmailParser.pm. I then ran scenarios that should call the modifications that I made, but EmailParser_Local is not even being touched by the program. Have I done this correctly? If so, what are some things I can look at to determine why it is not working? If not, what are the correct steps to making site modifications? Thanks, Tyler Hepworth _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 bparish at workscape.com Mon Mar 29 11:36:54 2004 From: bparish at workscape.com (Parish, Brent) Date: Mon, 29 Mar 2004 11:36:54 -0500 Subject: [rt-users] Help with reporting on RT 3.0.9 Message-ID: Probably not the answer you are looking for, but I do a lot of "reports" by simple searches, building up the search criteria until it shows the tickets that I want to see (e.g. resolved this week, owned by UserX, etc). Statistics Add on (in contrib dir on web site) looks promising, too. Lastly, its very easy to create web "front ends" that call specific tickets and views from RT, so you can customize a reporting portal. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phillip Leremi Sent: Monday, March 29, 2004 1:08 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with reporting on RT 3.0.9 I have checked and re-checked the list achive from 2000 to date but i can't find the solution to the problem that i have. I want to be able to generate monthly, weekly and daily reports based on requstor but i can't seem to find the package that does all this. Please help!! I'm running a box with the following:- Redhat 9.0, Perl 5.8.0, RT 3.0.9, Apache 1.3.29 -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm *********************************************************************** This message is intended only for the use of the intended recipient and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you are not the intended recipient, you are hereby notified that any use, dissemination, disclosure or copying of this communication is strictly prohibited. If you have received this communication in error, please destroy all copies of this message and its attachments and notify us immediately. *********************************************************************** From TylerH at natr.com Mon Mar 29 11:45:08 2004 From: TylerH at natr.com (Tyler Hepworth) Date: Mon, 29 Mar 2004 09:45:08 -0700 Subject: [rt-users] Creation/Location of *Local.pm files Message-ID: <1FA38D3D58DDD211B18300A024B358C00A2D5A7C@corp-exchange> I am using version 3.0.9-2 installed via Debian package. GetCurrentUser is in EmailParser.pm. I lifted it directly from there into EmailParser_Local.pm. Tyler > -----Original Message----- > From: Senoner Samuel [mailto:Samuel.Senoner at eurac.edu] > Sent: Monday, March 29, 2004 9:27 AM > To: Tyler Hepworth; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Creation/Location of *Local.pm files > > > I think GetCurrenUser has been deleted in one of the last > versions from Jesse. It is somewhere else, try to grep "sub > CetCurrentUser" in your Rt directory. > > Samuel > > -----Original Message----- > From: Tyler Hepworth [mailto:TylerH at natr.com] > Sent: Monday,29 March,2004 18:12 > To: 'rt-users at lists.bestpractical.com' > Subject: [rt-users] Creation/Location of *Local.pm files > > I want to modify the GetCurrentUser sub in EmailParser.pm. I > copied just that sub to a file called EmailParser_Local.pm > and placed it in the same directory as EmailParser.pm. I > then ran scenarios that should call the modifications that I > made, but EmailParser_Local is not even being touched by the > program. Have I done this correctly? If so, what are some > things I can look at to determine why it is not working? If > not, what are the correct steps to making site modifications? > > Thanks, > > Tyler Hepworth > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinf> o/rt-users > > > Have you read the FAQ? The RT FAQ Manager lives > at http://fsck.com/rtfm > > From bparish at workscape.com Mon Mar 29 11:48:59 2004 From: bparish at workscape.com (Parish, Brent) Date: Mon, 29 Mar 2004 11:48:59 -0500 Subject: [rt-users] custom fields and new ticket Message-ID: sounds like you are on the right track. Are you saying you dont see the values in the database (via a sql cmd)? Or that they do not appear when displaying the ticket (custom created view page or default RT view)? If you see in RT, then all is well (check in default RT view, not just your custom template!). Not familiar with the tables to say if you are looking in the right place or not - perhaps you would expect them there, but are really stored elsewhere? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Dimitry Faynerman Sent: Monday, March 29, 2004 11:22 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] custom fields and new ticket Hello, Can anybody, please, explain me how I should work with custom fields when creating a new ticket. I created them from "Global"/"Custom fields menu". I'm able to modify their values from "Basics" tab and I'm able to show their values from the Display.html (I use my own template). But the problem is when I create a new ticket, absolutely nothing goes into TicketCustomFieldValues table. What am I missing here? Thanks! Dimitry _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm *********************************************************************** This message is intended only for the use of the intended recipient and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you are not the intended recipient, you are hereby notified that any use, dissemination, disclosure or copying of this communication is strictly prohibited. If you have received this communication in error, please destroy all copies of this message and its attachments and notify us immediately. *********************************************************************** From ray.walters at kiffanalytical.com Mon Mar 29 11:57:36 2004 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Mon, 29 Mar 2004 08:57:36 -0800 Subject: [rt-users] Help with reporting on RT 3.0.9 Message-ID: <40685580.3090206@kiffanalytical.com> I will probably make custom front ends for my reporting needs. I took a look at index.html to see how the overview was created, then adapted it and created a new overview page in /local/html to show how many tickets are due in the next week, the highest priority tickets resolved in the last week, etc. You can programmatically limit by requestor, due date or status, order by priority or due date, etc. I learned a lot about limiting and ordering just by looking at the index page and /lib/RT/Tickets_Overlay.pm. -------- Original Message -------- Subject: RE: [rt-users] Help with reporting on RT 3.0.9 Date: Mon, 29 Mar 2004 11:36:54 -0500 From: Parish, Brent To: Phillip Leremi , Probably not the answer you are looking for, but I do a lot of "reports" by simple searches, building up the search criteria until it shows the tickets that I want to see (e.g. resolved this week, owned by UserX, etc). Statistics Add on (in contrib dir on web site) looks promising, too. Lastly, its very easy to create web "front ends" that call specific tickets and views from RT, so you can customize a reporting portal. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phillip Leremi Sent: Monday, March 29, 2004 1:08 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Help with reporting on RT 3.0.9 I have checked and re-checked the list achive from 2000 to date but i can't find the solution to the problem that i have. I want to be able to generate monthly, weekly and daily reports based on requstor but i can't seem to find the package that does all this. Please help!! I'm running a box with the following:- Redhat 9.0, Perl 5.8.0, RT 3.0.9, Apache 1.3.29 -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm *********************************************************************** This message is intended only for the use of the intended recipient and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you are not the intended recipient, you are hereby notified that any use, dissemination, disclosure or copying of this communication is strictly prohibited. If you have received this communication in error, please destroy all copies of this message and its attachments and notify us immediately. *********************************************************************** _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.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 jeany.berube at adsinc.ca Mon Mar 29 11:58:46 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Mon, 29 Mar 2004 11:58:46 -0500 Subject: [Fwd: RE: [rt-users] I can't create a ticket by email] Message-ID: <1080579526.3131.52.camel@ads1403.adsinc.ca> -------------- next part -------------- An embedded message was scrubbed... From: Jean-Yan Beube Subject: RE: [rt-users] I can't create a ticket by email Date: Mon, 29 Mar 2004 11:40:22 -0500 Size: 2504 URL: From dimitry.faynerman at hypermediasystems.com Mon Mar 29 12:28:59 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 29 Mar 2004 09:28:59 -0800 Subject: [rt-users] custom fields and new ticket In-Reply-To: Message-ID: <000601c415b3$558cb2f0$1601140a@DimitryFaynerman> Yes, I cant see them in the database. Specifically this query returns nothing: select * from TicketCustomFieldValues; However, when I modify the values manually thru the "Basics" tab, the query does show them. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Parish, Brent Sent: Monday, March 29, 2004 8:49 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] custom fields and new ticket sounds like you are on the right track. Are you saying you dont see the values in the database (via a sql cmd)? Or that they do not appear when displaying the ticket (custom created view page or default RT view)? If you see in RT, then all is well (check in default RT view, not just your custom template!). Not familiar with the tables to say if you are looking in the right place or not - perhaps you would expect them there, but are really stored elsewhere? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Dimitry Faynerman Sent: Monday, March 29, 2004 11:22 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] custom fields and new ticket Hello, Can anybody, please, explain me how I should work with custom fields when creating a new ticket. I created them from "Global"/"Custom fields menu". I'm able to modify their values from "Basics" tab and I'm able to show their values from the Display.html (I use my own template). But the problem is when I create a new ticket, absolutely nothing goes into TicketCustomFieldValues table. What am I missing here? Thanks! Dimitry _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm *********************************************************************** This message is intended only for the use of the intended recipient and may contain information that is PRIVILEGED and/or CONFIDENTIAL. If you are not the intended recipient, you are hereby notified that any use, dissemination, disclosure or copying of this communication is strictly prohibited. If you have received this communication in error, please destroy all copies of this message and its attachments and notify us immediately. *********************************************************************** _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dmd at speakeasy.org Mon Mar 29 13:57:24 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Mon, 29 Mar 2004 10:57:24 -0800 (PST) Subject: [rt-users] strip attachment scrip Message-ID: Dear RT3 users: Does anyone have a queue-specific scrip or process that would 1) allow users to mail attachments to RT3 2) however, upon receipt strip the attachment but keep the mail content intact Alternatively is there a way to accept mail but drop attachments, on a queue-by-queue basis? Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From dimitry.faynerman at hypermediasystems.com Mon Mar 29 14:01:15 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 29 Mar 2004 11:01:15 -0800 Subject: [rt-users] custom fields and new ticket In-Reply-To: Message-ID: <000001c415c0$391d1d50$1601140a@DimitryFaynerman> Ahhhhh I figured it out I have to name the custom fields a special way How was I supposed to know that? :-( From anner at blast.com Mon Mar 29 14:51:07 2004 From: anner at blast.com (Anne Ramey) Date: Mon, 29 Mar 2004 14:51:07 -0500 Subject: [rt-users] to: undisclosed recipients In-Reply-To: <20040329152122.GM29755@apb.cequrux.com> References: <7C0481EC-7F6C-11D8-92D4-000A959E1C16@blast.com> <20040328014044.GJ4373@chaka.net> <5434DBCA-8193-11D8-92D4-000A959E1C16@blast.com> <20040329152122.GM29755@apb.cequrux.com> Message-ID: <6BB65BB7-81BA-11D8-9D7C-000A959E1C16@blast.com> Thanks, Since I added my help addresses to this, I've gotten a couple of "RT-bounce" messages. Is this normal? Anne On Mar 29, 2004, at 10:21 AM, Alan Barrett wrote: > On Mon, 29 Mar 2004, Anne Ramey wrote: >> Thanks, I found it, but how do I set >> >> Set($RTAddressRegexp , '^ops\@example.com$'); >> >> to more than 1 value? I have 2 addresses that forward to different >> queues, and will soon have more. > > It's a string that contains a perl regular expression. See the perlre > man page for information about the regular expression syntax. There > are > many ways to make a regular expression match multiple values. > > For example, you could use something like this: > > Set($RTAddressRegexp , '^(ops|support|help)\@example\.com$'); > > or like this: > > Set($RTAddressRegexp , > '^(ops\@example\.com|help\@another\.example\.com)$'); > > --apb (Alan Barrett) > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 jrooks at ocic.k12.ok.us Mon Mar 29 16:45:23 2004 From: jrooks at ocic.k12.ok.us (Jeremy Rooks) Date: Mon, 29 Mar 2004 15:45:23 -0600 Subject: [rt-users] Apache Message-ID: We just got a new xserve in that we put RT and one other program on. The other program uses a built in web server to deliver web content. We are wanting to use ip address xxx.xxx.xxx.1 and the other program to use xxx.xxx.xxx.2. How do I tell Apache to not listen on anything except the .1 address? Thanks in advance, Jeremy Rooks "You need not ask a man the type of computer he uses. If its a Mac, he will tell you. If its not, why embarrass him?? From rt at chaka.net Mon Mar 29 16:11:12 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 29 Mar 2004 16:11:12 -0500 Subject: [rt-users] Apache In-Reply-To: References: Message-ID: <20040329211112.GK15337@chaka.net> You have confused this list with the Apache mailing list. Please go be lazy somewhere else. -Todd On Mon, Mar 29, 2004 at 03:45:23PM -0600, Jeremy Rooks wrote: > We just got a new xserve in that we put RT and one other program on. The > other program uses a built in web server to deliver web content. We are > wanting to use ip address xxx.xxx.xxx.1 and the other program to use > xxx.xxx.xxx.2. How do I tell Apache to not listen on anything except the .1 > address? > > Thanks in advance, > > Jeremy Rooks > > "You need not ask a man the type of computer he uses. If its a Mac, he will > tell you. If its not, why embarrass him?? > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at bestpractical.com Mon Mar 29 17:07:57 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 30 Mar 2004 08:07:57 +1000 Subject: [rt-users] RT v3.0.10 In-Reply-To: <1080545803.2186.14.camel@sr-egmp02-02> References: <20040328040208.C17A71146A@pallas.eruditorum.org> <1080545803.2186.14.camel@sr-egmp02-02> Message-ID: <20040329220757.GP748@bne.snapgear.com> Rick Ellis wrote: > Is it possible to issue a list of pages or functions which have been > updated with each release to help those people who have some pages > customised or localised to roll their individual updates in with the bug > fixes or enhancements in the new versions. If you're making a lot of site customisations, I'd highly recommend looking at managing them with something like cvs. That way you can just merge new vendor releases in and not have to worry (so much) about what's changed. -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From klmoore at ball.com Mon Mar 29 17:41:28 2004 From: klmoore at ball.com (Kevin L. Moore) Date: Mon, 29 Mar 2004 15:41:28 -0700 Subject: [rt-users] $WebImagesURL???? Message-ID: <4068A618.6020006@ball.com> Hi Folks, I'm having trouble with a few things on a new set up of RT 3.0.9 running on RH 9.0. I've found some things in the archives and the install notes, but nothing has helped. The first problem is that I can't see any icons on any of the web pages. Everything else on the pages renders properly, and I can see the icons if I do something like: http://xxx.xxx.com/NoAuth/images/bplogo.gif This is what I have in my RT_SiteConfig.pm based on what I've read: $WebPath = ""; $WebBaseURL = "http://xxx.xxx.com"; $WebURL = $WebBaseURL . $WebPath . "/"; $WebImagesURL = $WebURL."/NoAuth/images/"; $LogoURL = $WebImagesURL."rt.jpg"; I've set these every which way based on the docs and the list archives to no avail. One thing I've noticed when I look at the page source is that it shows something like this for the icons: href="http://xxx.xxx.com/rt/share/html/NoAuth/images//favicon.png" I don't know where that /rt/share/html is coming from-I've looked in the header files and can't figure it out. Any ideas? My second problem is that I can't send email and have RT create a ticket. Comments and correspondence work fine with email *after* the ticket has been created in the Web UI, but I can't send an email to rt at xxx.xxx.com and have it create a ticket. This is what I have in my aliases file, and I'm sending to rt at xxx.xxx.com to create the ticket. rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url http://xxx.xxx.com" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://xxx.xxx.com" Any ideas? This is my first RT install, and I'm not a big web guy, so TIA for any insight you might have......Kevin -- Two wrongs don't make a right, but three lefts do -- From bkogami at randmcnally.com Mon Mar 29 19:58:13 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Mon, 29 Mar 2004 16:58:13 -0800 Subject: [rt-users] Ave time to resolve is off by 1 day Message-ID: Thanks for the info. I'll try it out. Bruce > -----Original Message----- > From: Paulo Matos [mailto:pjsm at fct.unl.pt] > Sent: Friday, March 26, 2004 2:26 AM > To: Kogami, Bruce > Cc: David M Dennis; KellyF.Hickel; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > On Thu, 25 Mar 2004, Kogami, Bruce wrote: > > > I'm hoping that wasn't done by design but a simple mistake. > > > > If anyone has any suggestions on how I can fix this problem, please let > > me know. All other stats display correctly. > > You're not using the latest Statistics package. > > Get it from: > ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz > > -- > Paulo Matos > ----------------------------------- ---------------------------------- > |Sys & Net Admin | Servi?o de Inform?tica | > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | > |Universidade Nova de Lisboa | Fax: +351-21-2948548 | > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | > ----------------------------------- ---------------------------------- *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** From seph at directionless.org Mon Mar 29 22:57:53 2004 From: seph at directionless.org (seph) Date: Mon, 29 Mar 2004 22:57:53 -0500 Subject: [rt-users] Re: $WebImagesURL???? In-Reply-To: <4068A618.6020006@ball.com> (Kevin L. Moore's message of "Mon, 29 Mar 2004 15:41:28 -0700") References: <4068A618.6020006@ball.com> Message-ID: > This is what I have in my RT_SiteConfig.pm based on what I've read: > > $WebPath = ""; > $WebBaseURL = "http://xxx.xxx.com"; > $WebURL = $WebBaseURL . $WebPath . "/"; > $WebImagesURL = $WebURL."/NoAuth/images/"; > $LogoURL = $WebImagesURL."rt.jpg"; > > I've set these every which way based on the docs and the list archives > to no avail. One thing I've noticed when I look at the page source is > that it shows something like this for the icons: > > href="http://xxx.xxx.com/rt/share/html/NoAuth/images//favicon.png" weird, those settings certainly look fine, and offhand, I can't think of anything else there might be. Did you stop and start apache? > My second problem is that I can't send email and have RT create a > ticket. Comments and correspondence work fine with email *after* the > ticket has been created in the Web UI, but I can't send an email to > rt at xxx.xxx.com and have it create a ticket. This is what I have in my > aliases file, and I'm sending to rt at xxx.xxx.com to create the ticket. Without MTA logs, it's awfully hard to guess... But, are you sure your acl is correct? Create is different than Reply. seph From Samuel.Senoner at eurac.edu Tue Mar 30 01:42:29 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 30 Mar 2004 08:42:29 +0200 Subject: [rt-users] Creation/Location of *Local.pm files Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB677@abz01be.eurac.edu> EmailError and GetcurrentUser have been removed on subversion, this means that in 3.0.9 it's unused code, in 3.0.10 it has been removed. I don't exactly remember what function did getcurrentuser, and I don't know what you want to do with this new code. Anyway if it is for the approvation of new mails you can find it in your RT Lib RT/Interface/Email/Auth/MailFrom.pm probably. Samuel From Samuel.Senoner at eurac.edu Tue Mar 30 01:44:57 2004 From: Samuel.Senoner at eurac.edu (Senoner Samuel) Date: Tue, 30 Mar 2004 08:44:57 +0200 Subject: FW: [rt-users] I can't create a ticket by email Message-ID: <8ABC35686C73554691F3481C4023BE5E015BB678@abz01be.eurac.edu> please post to list, but don't post them your message file. Samuel -----Original Message----- From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] Sent: Monday,29 March,2004 18:40 To: Senoner Samuel Subject: RE: [rt-users] I can't create a ticket by email Some can see somthing wrong? ServerName renard DocumentRoot /opt/rt3/share/html #AddDefaultCharset iso-8859-1 AddDefaultCharset UTF-8 RedirectMatch permanent (.*)/$ http://renard/index.html # this line applies to Apache2+mod_perl2 only #PerlModule Apache2 Apache::compat # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason On Mon, 2004-03-29 at 11:22, Senoner Samuel wrote: > Yes, you could post a part of it or it could be something wrong with your webmux or Mason line. > > Samuel > > -----Original Message----- > From: Jean-Yan Beube [mailto:jeany.berube at adsinc.ca] > Sent: Monday,29 March,2004 15:15 > To: RT users > Subject: Re: [rt-users] I can't create a ticket by email > > Now that I know that, how can I fix apache? > Is it something in my httpd.conf? > > On Sun, 2004-03-28 at 22:14, Phil Homewood wrote: > > Jean-Yan Beube wrote: > > > > : temporary failure. Command output: RT > > > > server error. The RT server which handled your email did not > > > > behave as expected. It said: %# BEGIN LICENSE BLOCK %# %# > > > > Copyright (c) > > > > 1996-2003 Jesse Vincent %# %# (Except > > > > where > > > > Your Apache configuration is broken; it's not passing the RT code to > > Mason for parsing. > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 bauer at dmsb.de Tue Mar 30 04:09:59 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Tue, 30 Mar 2004 11:09:59 +0200 Subject: [rt-users] Priority escalation Message-ID: <7A89E0296B649C4AAFD251222B14929050278E@dmsbsrv1.intranet.dmsb.de> Hi, I can't find any documentation for the priority-escalation-process. Is there a description of that process or is it a hidden feature? :p thx -fe From RT-User at wiwi.uni-wuppertal.de Tue Mar 30 07:57:43 2004 From: RT-User at wiwi.uni-wuppertal.de (RT-User) Date: Tue, 30 Mar 2004 14:57:43 +0200 Subject: [rt-users] Attachments issue - PHP4? Message-ID: Stephen Quinney schrieb: > On Thu, Mar 25, 2004 at 09:38:30AM -0500, Jonathan Kelly wrote: > >> - Clicking on attachements spits out plain text >> (GIF89a????1!?...and so on). Saving the file as, say, a GIF will not >> allow me to view it. - Typing the ticket number in the upper-right >> search box brings a "The document has moved here." message from >> Apache. > > This sounds very similar to a problem someone else reported about the > rt3 package in Debian, where again they have the up-to-date packages > required. See this page for details: > > http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=238494 > > As yet we've not been able to come up with any answers as the bug > does not appear to be affecting everyone. It certainly works for me > in both testing/sarge and unstable/sid. > > Anyone on here have suggestions as to a likely cause? As Stephen stated above, we have exactly the same problems with our installation on debian using the debian-packages of RT. We are also encountering the "the document has moved.."-message. Thank god we are not alone :) -christian From dag at dynasim.se Tue Mar 30 08:10:02 2004 From: dag at dynasim.se (Dag Bruck) Date: Tue, 30 Mar 2004 15:10:02 +0200 Subject: [rt-users] Main encoding problem Message-ID: <200403301310.i2UDA2Y13700@net.dynasim.se> Hi, I have a persistent problem with mangled messages. I think the same problem affects both message text and attachments. A message enters the system using one charset, but it seems RT (in a wide sense) gets it wrong. Here are the incoming raw message headers: User-Agent: Mozilla/5.0 (Windows; U; Windows NT 5.0; en-US; rv:1.4) Gecko/20030624 Netscape/7.1 (ax) X-Accept-Language: en-us, en MIME-Version: 1.0 Content-Type: text/plain; charset=ISO-8859-1; format=flowed Content-Transfer-Encoding: 8bit Note in particular the Content-Type line. Here is the message the is sent out by RT: Managed-BY: RT 3.0.10 (http://www.bestpractical.com/rt/) MIME-Version: 1.0 In-Reply-To: RT-Ticket: Dynasim #692 Message-Id: Precedence: bulk Content-Type: text/plain; charset="iso-8859-1" BCC: X-RT-Original-Encoding: utf-8 What strikes me as particularly odd is the X-RT-Original-Encoding. The text is also mangled, at least "funny" natinal characters outside of ASCII. Here is some system information: RT: 3.0.10 Perl: 5.8.3 mod_perl: 1.27 (reinstalled after upgrading to Perl 5.8.3 Apache: 1.3.27 (not recompiled after upgrading to Perl 5.8.3) Linux: RedHat 7.2 All Perl modules meet the requirements for RT 3.0.10, but I'm not sure they are the latest thing. Neither have I downloaded them after the latest Perl upgrade (we used to run 5.8.0 before). Also of interest might be that I have set RT's output encoding to iso-8859-1. We have some mail programs that do not like UTF-8 very much. From RT_SiteConfig.pm: @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); #Set($EmailOutputEncoding , 'utf-8'); Set($EmailOutputEncoding , 'iso-8859-1'); Any help would be GREATLY apprciated! I have run UNIX systems for quite some time, but Perl administration is pretty new to me. Best regards, Dag Bruck Dynasim, Lund, Sweden From ronny.pettersen at telenor.com Tue Mar 30 08:28:08 2004 From: ronny.pettersen at telenor.com (ronny.pettersen at telenor.com) Date: Tue, 30 Mar 2004 15:28:08 +0200 Subject: [rt-users] Error searching for a string with special characters (Intern) Message-ID: <396B51785F9A0F4588DD7F6D42D5933B11F278@TNS-FBU-2E-003.corp.telenor.no> If I search for tickets containing subject "?" (norwegian character), the result is no hits. There are no error messages from RT (debug). This error looks similar to Bug#5403 (http://rt3.fsck.com//NoAuth/Buglist.html), although the norwegian characters are in latin1. The only message I found, was the one I've attached below from the httpd error-log. Environment: Linux Fedora Core 1 Perl 5.8.3 (Fedora's build) HTTPD Apache 2.0.48 FastCGI RT-3.0.10 Could it be a UTF8 bug in FreezeThaw, or Perl 5.8.3? Regards, Ronny Pettersen -- [Tue Mar 30 11:16:21 2004] [error] [client 10.10.10.10] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: [Tue Mar 30 09:16:21 2004] [error]: Do not know how to thaw data with code `F' at /usr/lib/perl5/site_perl/5.8.1/FreezeThaw.pm line 542, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 FreezeThaw::thawScalar(0) called at /usr/lib/perl5/site_perl/5.8.1/FreezeThaw.pm line 679, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 FreezeThaw::thaw('FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPT...') called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 898, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 897, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 RT::Tickets::ThawLimits('RT::Tickets=HASH(0x93ca7f4)','FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPT...') called at /usr/local/rt3/lib/RT/Interface/Web.pm line 603, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x930b634)') called at /usr/local/rt3/share/html/Search/Listing.html line 101, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','PriorityOp','<','Action','Search','CustomFieldOp12',...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x93c1148)','CompileRestriction',1,'OwnerOp','=','PriorityOp','<','Action','Search',...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Request::comp('undef','undef','CompileRestriction',1,'OwnerOp','=','PriorityOp','<','Action',...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0x8b95778)','CompileRestriction',1,'OwnerOp','=','PriorityOp','<','Action','Search',...) called at /usr/local/rt3/share/html/autohandler line 196, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Commands::__ANON__('CompileRestriction',1,'OwnerOp','=','PriorityOp','<','Action','Search','CustomFieldOp12',...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x92864bc)','CompileRestriction',1,'OwnerOp','=','PriorityOp','<','Action','Search',...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1072, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Request::comp('undef','undef','undef','CompileRestriction',1,'OwnerOp','=','PriorityOp','<',...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0x8b95778)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 183, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0x8b95778)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Interp.pm line 207, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::Interp::exec('undef','undef','CompileRestriction',1,'OwnerOp','=','PriorityOp','<','Action',...) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 121, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x910b098)','HASH(0x9287be8)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/CGIHandler.pm line 76, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x910b098)','CGI::Fast=HASH(0x9287bd0)') called at /usr/local/rt3/bin/mason_handler.fcgi line 54, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 eval {...} called at /usr/local/rt3/bin/mason_handler.fcgi line 54, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 Stack:, referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 [/usr/lib/perl5/5.8.3/Carp.pm:192], referer: http://wwww.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 [/usr/lib/perl5/site_perl/5.8.1/FreezeThaw.pm:542], referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 [/usr/lib/perl5/site_perl/5.8.1/FreezeThaw.pm:679], referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 [/usr/local/rt3/lib/RT/Tickets_Overlay.pm:898], referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 [/usr/local/rt3/lib/RT/Interface/Web.pm:603], referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 [/usr/local/rt3/share/html/Search/Listing.html:101], referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 [/usr/local/rt3/share/html/autohandler:196], referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 (/usr/local/rt3/lib/RT/Tickets_Overlay.pm:902), referer: http://www.domain.com/rt3/Search/Listing.html?Bookmark=FrT%3B%402%7C%254%7C%242%7C31%242%7C33%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2421%7CQueue%20%3D%20QSC1%245%7CQueue%241%7C%3D%2413%7CQSC1%258%7C%2411%7CDESCRIPTION%245%7CFIELD%248%7COPERATOR%245%7CVALUE%2412%7CStatus%20%3D%20new%246%7CStatus%241%7C%3D%243%7Cnew%242%7C34&TicketsSortBy=id&TicketsSortOrder=DESC&RowsPerPage=50 From phillip at reportstar.net Tue Mar 30 04:37:49 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Tue, 30 Mar 2004 04:37:49 -0500 Subject: [rt-users] Help with RT3 and Statistics 3 Message-ID: <40693FED.9050105@reportstar.net> I'm running a box with the following :- Redhat 9.0 Perl 5.8.0 RT 3.0.9 gd-devel 1.8.4.11 gd-1.8.4.11 libgd-2-0.22-1 I trying to install Statistics 3, I think i have all the reqirements installed but when a run the make in the GD-2.12 I get the following error:- [root at phillip GD-2.12]# make gcc -c -I/usr/local/include -I/usr/local/include/gd -D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm -O2 -g -pipe -march=i386 -mcpu=i686 -DVERSION=\"2.12\" -DXS_VERSION=\"2.12\" -fPIC "-I/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE" GD.c GD.xs: In function `newDynamicCtx': GD.xs:430: structure has no member named `gd_free' GD.xs: In function `gd_cloneDim': GD.xs:450: structure has no member named `alpha' GD.xs:450: structure has no member named `alpha' GD.xs:456: structure has no member named `thick' GD.xs:456: structure has no member named `thick' GD.xs: In function `XS_GD__Image_newFromPngData': GD.xs:584: structure has no member named `gd_free' GD.xs: In function `XS_GD__Image_newFromGdData': GD.xs:603: structure has no member named `gd_free' GD.xs: In function `XS_GD__Image_newFromGd2Data': GD.xs:620: structure has no member named `gd_free' GD.xs: In function `XS_GD__Image_newFromWBMPData': GD.xs:665: structure has no member named `gd_free' GD.xs: In function `XS_GD__Image_copyRotate90': GD.xs:1026: invalid lvalue in assignment GD.xs:1026: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_copyRotate180': GD.xs:1047: invalid lvalue in assignment GD.xs:1047: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_copyRotate270': GD.xs:1068: invalid lvalue in assignment GD.xs:1068: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_copyFlipHorizontal': GD.xs:1089: invalid lvalue in assignment GD.xs:1089: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_copyFlipVertical': GD.xs:1110: invalid lvalue in assignment GD.xs:1110: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_copyTranspose': GD.xs:1131: invalid lvalue in assignment GD.xs:1131: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_copyReverseTranspose': GD.xs:1152: invalid lvalue in assignment GD.xs:1152: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_rotate180': GD.xs:1172: invalid lvalue in assignment GD.xs:1172: invalid lvalue in assignment GD.xs:1173: invalid lvalue in assignment GD.xs:1173: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_flipHorizontal': GD.xs:1190: invalid lvalue in assignment GD.xs:1190: invalid lvalue in assignment GD.xs:1191: invalid lvalue in assignment GD.xs:1191: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_flipVertical': GD.xs:1208: invalid lvalue in assignment GD.xs:1208: invalid lvalue in assignment GD.xs:1209: invalid lvalue in assignment GD.xs:1209: invalid lvalue in assignment GD.xs: In function `XS_GD__Image_stringFT': GD.xs:1858: `gdFTStringExtra' undeclared (first use in this function) GD.xs:1858: (Each undeclared identifier is reported only once GD.xs:1858: for each function it appears in.) GD.xs:1858: parse error before "strex" GD.xs:1877: `strex' undeclared (first use in this function) GD.xs:1881: `gdFTEX_LINESPACE' undeclared (first use in this function) GD.xs:1885: `gdFTEX_CHARMAP' undeclared (first use in this function) GD.xs:1887: `gdFTEX_Unicode' undeclared (first use in this function) GD.xs:1889: `gdFTEX_Shift_JIS' undeclared (first use in this function) GD.xs:1891: `gdFTEX_Big5' undeclared (first use in this function) GD.xs:1895: warning: assignment makes pointer from integer without a cast make: *** [GD.o] Error 1 [root at phillip GD-2.12]# rpm -qa|grep gd gdk-pixbuf-0.22.0-6.1.0 gdbm-1.8.0-20 sysklogd-1.4.1-12 gdm-2.4.1.3-5.1 gdbm-devel-1.8.0-20 gdk-pixbuf-gnome-0.22.0-6.1.0 gd-1.8.4-11 gdb-5.3post-0.20021129.18 gd-devel-1.8.4-11 libgd-2.0.22-1 -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From pjsm at fct.unl.pt Tue Mar 30 10:00:09 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 30 Mar 2004 16:00:09 +0100 (WEST) Subject: [rt-users] Help with RT3 and Statistics 3 In-Reply-To: <40693FED.9050105@reportstar.net> References: <40693FED.9050105@reportstar.net> Message-ID: On Tue, 30 Mar 2004, Phillip Leremi wrote: > I'm running a box with the following :- > Redhat 9.0 > Perl 5.8.0 > RT 3.0.9 > gd-devel 1.8.4.11 > gd-1.8.4.11 > libgd-2-0.22-1 SRPMS http://rpmfind.net//linux/RPM/fedora/1/src/gd-2.0.15-1.src.html RPMS http://rpmfind.net//linux/RPM/fedora/1/i386/gd-2.0.15-1.i386.html http://rpmfind.net//linux/RPM/fedora/1/i386/gd-devel-2.0.15-1.i386.html install those RPMS and it should build. If not... try removeing libgd. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From dag at dynasim.se Tue Mar 30 10:13:15 2004 From: dag at dynasim.se (Dag Bruck) Date: Tue, 30 Mar 2004 17:13:15 +0200 Subject: [rt-users] Main encoding problem Message-ID: <200403301513.i2UFDFQ14848@net.dynasim.se> I found the following information regarding a Perl bug (still present in the latest development version of Perl, 5.9.1). Do we have a fix that does not involve modifying Perl source now? Best regards, Dag Br?ck Dynasim, Sweden --------------------------- Author: Jesse Vincent Date: 2004-01-07 19:18 +100 To: rt-devel, rt-users Subject: [rt-users] Re: Solution to corrupt attachments problem with RT3 and perl 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. --------------------------- From jesse at bestpractical.com Tue Mar 30 10:17:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 30 Mar 2004 10:17:15 -0500 Subject: [rt-users] Main encoding problem In-Reply-To: <200403301513.i2UFDFQ14848@net.dynasim.se> References: <200403301513.i2UFDFQ14848@net.dynasim.se> Message-ID: <20040330151715.GQ6596@pallas.fsck.com> Yes, it's called 5.8.3 On Tue, Mar 30, 2004 at 05:13:15PM +0200, Dag Bruck wrote: > I found the following information regarding a Perl bug (still present > in the latest development version of Perl, 5.9.1). Do we have a fix > that does not involve modifying Perl source now? > > Best regards, > > Dag Br?ck > Dynasim, Sweden > > --------------------------- > Author: Jesse Vincent > Date: 2004-01-07 19:18 +100 > To: rt-devel, rt-users > Subject: [rt-users] Re: Solution to corrupt attachments problem with RT3 and perl > > 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. > --------------------------- > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 elacour at easter-eggs.com Tue Mar 30 10:49:32 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Tue, 30 Mar 2004 17:49:32 +0200 Subject: [rt-users] Hide some things in SelfService Message-ID: <20040330154932.GJ11852@easter-eggs.com> Hi, I modified DisplayBasics to net display Timeworked in SelfService. I would like to hide also the "TimeWorked" info in history as well as every history line regarding a customfield value modification. Any hints? From dag at dynasim.se Tue Mar 30 10:50:53 2004 From: dag at dynasim.se (Dag Bruck) Date: Tue, 30 Mar 2004 17:50:53 +0200 Subject: [rt-users] Main encoding problem Message-ID: <200403301550.i2UForR15209@net.dynasim.se> Jesse Vincent writes: > Yes, it's called 5.8.3 Ok, but my original mails says I'm running Perl 5.8.3. Can anyone please give me a hint what I should do. For example, what is the safest way to get a clean install of Perl 5.8.3 without traces of 5.8.0? Dag From sebastien.person at easter-eggs.com Tue Mar 30 10:52:23 2004 From: sebastien.person at easter-eggs.com (Sebastien Person) Date: Tue, 30 Mar 2004 17:52:23 +0200 Subject: [rt-users] scrip : reply to resolved ticket -> open a new ticket (part2) Message-ID: <20040330175223.0d488371@jonquille> hi, I use RT 3.0.9 and I trying to make a scrip to automatically catch reply to resolved ticket and create a new ticket with content from the reply catched. In my preceding email I asked to the list the way to attach transaction object of a current ticket to a new one. I haven't yet managed to get it working but I create a fake mime message (identically to the transaction), and I create a new ticket with this mime message. old question (answer always needed) : >I don't know what are the revelant info that >must be copied ? Is there any method that allow to duplicate or ideally move >a correspondence from one queue to another (didn't managed to found it in the >docs..) ? new questions : - how to retrieve attached parts of the mail to attach them to the new ticket ? (or in which file of RT could I find a suitable example ?) here's follow the *dirty* way I have written to do it in my scrip action : --- # we start with a transaction and a ticket obj my $ticket = $self->TicketObj; my $transaction = $self->TransactionObj; $RT::Logger->debug(">>> Entering Custom Action <<<"); $RT::Logger->debug(">> Ticket : id=". $ticket->EffectiveId ); $RT::Logger->debug(">> Transaction content : " . $transaction->Content); # compute mime message (don't know how to import it from transaction object..) my $message = new MIME::Entity; $message->build( To => $transaction->Attachments->First->GetHeader('To'), From => $transaction->Attachments->First->GetHeader('From'), Subject => $transaction->Subject, Date => $transaction->Attachments->First->GetHeader('Date'), Data => 'R?ponse re?ue concernant le ticket r?solu #' . $ticket->Id . ":\n\n" . $transaction->Content ); my $child_ticket = RT::Ticket->new($RT::SystemUser); # find the email of the sender my $user = RT::User->new($RT::SystemUser); $user->Load($transaction->Creator); my $mail = $user->EmailAddress; my ($child_id, $child_TransObj, $errorMsg) = $child_ticket->Create(Queue => $ticket->Queue, Subject => 'suite du ticket #'. $ticket->Id . ' : ' . $ticket->Subject, RefersTo => $ticket->Id, MIMEObj => $message, Requestor => $mail ); # add a comment to the resolved ticket to inform that we have open a new ticket $ticket->Comment( Content => 'Suite ? la correspondance pr?c?dente (^^^), un nouveau ticket ? ?t? ouvert. Voir le ticket #' . $child_ticket->Id); return(1); --- and the condition scrip that detect correspondence or comment on resolved ticket : --- my $ticket = $self->TicketObj; my $transaction = $self->TransactionObj; $RT::Logger->debug(">>> Creator: ". $transaction->Creator . "Type:". $transaction->Type . "Status:".$ticket->Status."<<<"); if ((($transaction->Type eq 'Correspond') || ($transaction->Type eq 'Comment')) && $ticket->Status eq 'resolved' && $transaction->Creator != 1){# userid 1 is RT --> prevent loops return(1); } else { return(undef); } --- I hope that my problem description is clear, if it is not, ask me and I will give you more details. Any help will be very appreciated ... Thanks for your help. seb _______________________________________________ rt-users mailing list rt-users at lists.bestpractical.com http://lists.bestpractical.com/mailman/listinfo/rt-users Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From dmd at speakeasy.org Tue Mar 30 11:08:37 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 30 Mar 2004 08:08:37 -0800 (PST) Subject: [rt-users] Priority escalation In-Reply-To: <7A89E0296B649C4AAFD251222B14929050278E@dmsbsrv1.intranet.dmsb.de> References: <7A89E0296B649C4AAFD251222B14929050278E@dmsbsrv1.intranet.dmsb.de> Message-ID: Well, what I know is you put values into "priority starts at" and "over time, priority moves toward" in the Queue configuration section. But having done this, I get no automatic priority escalation. So there must still be a step missing. Someone said it took a cron job, but this was anecdotal and not really documented fully .. if this is the right approach, lmk. Thanks. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 30 Mar 2004, Bauer, Felix wrote: > Hi, > > I can't find any documentation for the priority-escalation-process. Is > there a description of > that process or is it a hidden feature? :p > > thx > -fe > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 bkogami at randmcnally.com Tue Mar 30 11:15:32 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Tue, 30 Mar 2004 08:15:32 -0800 Subject: [rt-users] Ave time to resolve is off by 1 day Message-ID: I downloaded the latest Statistics from ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz and got the same results. When I create a new ticket today (March 30) and select "Average Time to Resolution", the March 29 row will increase by one and no change will be on March 30. If I resolve the ticket on March 30, March 29 row will show the change and no change will be on March 30. I know David Dennis has seen this. Has anyone else? I still have a feeling this might have been done by design but I just don't see the connection with creating and resolving a ticket on one day and have the "Average Time to Resolution" statistics change on a different day. All other statistics seem to update correctly. If anyone has any thoughts on this, let me know. Thanks, Bruce > -----Original Message----- > From: Kogami, Bruce > Sent: Monday, March 29, 2004 4:58 PM > To: Paulo Matos; Kogami, Bruce > Cc: David M Dennis; KellyF.Hickel; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > Thanks for the info. > > I'll try it out. > > Bruce > > > -----Original Message----- > > From: Paulo Matos [mailto:pjsm at fct.unl.pt] > > Sent: Friday, March 26, 2004 2:26 AM > > To: Kogami, Bruce > > Cc: David M Dennis; KellyF.Hickel; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > > > On Thu, 25 Mar 2004, Kogami, Bruce wrote: > > > > > I'm hoping that wasn't done by design but a simple mistake. > > > > > > If anyone has any suggestions on how I can fix this problem, please > let > > > me know. All other stats display correctly. > > > > You're not using the latest Statistics package. > > > > Get it from: > > ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz > > > > -- > > Paulo Matos > > ----------------------------------- ---------------------------------- > > |Sys & Net Admin | Servi?o de Inform?tica | > > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | > > |Universidade Nova de Lisboa | Fax: +351-21-2948548 | > > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | > > ----------------------------------- ---------------------------------- *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** From dmd at speakeasy.org Tue Mar 30 11:18:18 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 30 Mar 2004 08:18:18 -0800 (PST) Subject: [rt-users] Help with RT3 and Statistics 3 In-Reply-To: <40693FED.9050105@reportstar.net> References: <40693FED.9050105@reportstar.net> Message-ID: I think you're going to want to have all 2.X's for gd. This is semi documented in the Statistics README. "My installation works with GD version 2.0.15, GD::Graph is version 1.43 (current in CPAN as of September 2003)." the gotcha there is CPAN's GD::Graph actually is commented as being 1.53, but versioning it shows its 1.43 . But its the same piece of code. The other issue I see you have (other than running red hat, heh) is perl, which MUST be 5.8.3 or issues develop. Not sure if it matters in your case specific to libgd, but it would be a prudent move to get your system up to recommended RT platform first. So get your gd / libgd above 2, fix perl and then see what happens. Just because it is the "latest" red hat doesn't mean it is in any way current to the rest of the perl coding world. RT tends to be somewhat cutting-edge with regard to perl dependencies and related. i'm even kind of wondering if its ok to run with a "libgd" of 2 but a "gd" and "gd-devel" of 1.8. Scary stuff. But I don't run redhat / rpm, so that might be ok, but its worth checking into. Working this stuff out took me over a week, much trial and error, and I'm a lowly system admin, not a perl programmer. If I can get it figured out you probably can too. Good luck! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 30 Mar 2004, Phillip Leremi wrote: > I'm running a box with the following :- > Redhat 9.0 > Perl 5.8.0 > RT 3.0.9 > gd-devel 1.8.4.11 > gd-1.8.4.11 > libgd-2-0.22-1 > I trying to install Statistics 3, I think i have all the reqirements > installed but when a run the make in the GD-2.12 I get the following > error:- > [root at phillip GD-2.12]# make > gcc -c -I/usr/local/include -I/usr/local/include/gd -D_REENTRANT > -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing > -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 > -I/usr/include/gdbm -O2 -g -pipe -march=i386 -mcpu=i686 > -DVERSION=\"2.12\" -DXS_VERSION=\"2.12\" -fPIC > "-I/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE" GD.c > GD.xs: In function `newDynamicCtx': > GD.xs:430: structure has no member named `gd_free' > GD.xs: In function `gd_cloneDim': > GD.xs:450: structure has no member named `alpha' > GD.xs:450: structure has no member named `alpha' > GD.xs:456: structure has no member named `thick' > GD.xs:456: structure has no member named `thick' > GD.xs: In function `XS_GD__Image_newFromPngData': > GD.xs:584: structure has no member named `gd_free' > GD.xs: In function `XS_GD__Image_newFromGdData': > GD.xs:603: structure has no member named `gd_free' > GD.xs: In function `XS_GD__Image_newFromGd2Data': > GD.xs:620: structure has no member named `gd_free' > GD.xs: In function `XS_GD__Image_newFromWBMPData': > GD.xs:665: structure has no member named `gd_free' > GD.xs: In function `XS_GD__Image_copyRotate90': > GD.xs:1026: invalid lvalue in assignment > GD.xs:1026: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_copyRotate180': > GD.xs:1047: invalid lvalue in assignment > GD.xs:1047: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_copyRotate270': > GD.xs:1068: invalid lvalue in assignment > GD.xs:1068: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_copyFlipHorizontal': > GD.xs:1089: invalid lvalue in assignment > GD.xs:1089: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_copyFlipVertical': > GD.xs:1110: invalid lvalue in assignment > GD.xs:1110: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_copyTranspose': > GD.xs:1131: invalid lvalue in assignment > GD.xs:1131: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_copyReverseTranspose': > GD.xs:1152: invalid lvalue in assignment > GD.xs:1152: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_rotate180': > GD.xs:1172: invalid lvalue in assignment > GD.xs:1172: invalid lvalue in assignment > GD.xs:1173: invalid lvalue in assignment > GD.xs:1173: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_flipHorizontal': > GD.xs:1190: invalid lvalue in assignment > GD.xs:1190: invalid lvalue in assignment > GD.xs:1191: invalid lvalue in assignment > GD.xs:1191: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_flipVertical': > GD.xs:1208: invalid lvalue in assignment > GD.xs:1208: invalid lvalue in assignment > GD.xs:1209: invalid lvalue in assignment > GD.xs:1209: invalid lvalue in assignment > GD.xs: In function `XS_GD__Image_stringFT': > GD.xs:1858: `gdFTStringExtra' undeclared (first use in this function) > GD.xs:1858: (Each undeclared identifier is reported only once > GD.xs:1858: for each function it appears in.) > GD.xs:1858: parse error before "strex" > GD.xs:1877: `strex' undeclared (first use in this function) > GD.xs:1881: `gdFTEX_LINESPACE' undeclared (first use in this function) > GD.xs:1885: `gdFTEX_CHARMAP' undeclared (first use in this function) > GD.xs:1887: `gdFTEX_Unicode' undeclared (first use in this function) > GD.xs:1889: `gdFTEX_Shift_JIS' undeclared (first use in this function) > GD.xs:1891: `gdFTEX_Big5' undeclared (first use in this function) > GD.xs:1895: warning: assignment makes pointer from integer without a cast > make: *** [GD.o] Error 1 > [root at phillip GD-2.12]# rpm -qa|grep gd > gdk-pixbuf-0.22.0-6.1.0 > gdbm-1.8.0-20 > sysklogd-1.4.1-12 > gdm-2.4.1.3-5.1 > gdbm-devel-1.8.0-20 > gdk-pixbuf-gnome-0.22.0-6.1.0 > gd-1.8.4-11 > gdb-5.3post-0.20021129.18 > gd-devel-1.8.4-11 > libgd-2.0.22-1 > > -- > Kind Regards, > Phillip > Phillip Leremi > Tel: 011 884 7633 > Fax: 011 883 5805 > phillip at reportstar.net > www.reportstar.net > > From pjsm at fct.unl.pt Tue Mar 30 11:27:03 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 30 Mar 2004 17:27:03 +0100 (WEST) Subject: [fsck.com #3066] [rt-users] Priority escalation In-Reply-To: References: <7A89E0296B649C4AAFD251222B14929050278E@dmsbsrv1.intranet.dmsb.de> Message-ID: On Tue, 30 Mar 2004, Dave Dennis wrote: > Well, what I know is you put values into "priority starts at" and "over time, > priority moves toward" in the Queue configuration section. > > But having done this, I get no automatic priority escalation. So there must > still be a step missing. Well seems that the crontool docs might have been lost in some version from 3.0.0... look at: http://rt3.fsck.com/Ticket/Display.html?id=3066&user=guest&pass=guest I'm reopening the ticket... -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From bkogami at randmcnally.com Tue Mar 30 11:30:01 2004 From: bkogami at randmcnally.com (Kogami, Bruce) Date: Tue, 30 Mar 2004 08:30:01 -0800 Subject: [rt-users] Ave time to resolve is off by 1 day Message-ID: Email from Dave Dennis. He thought I was the maintainer of Statistics3. I'm just another user with the same problem. Here it is for all of us. Bruce > -----Original Message----- > From: Dave Dennis [mailto:dmd at speakeasy.org] > Sent: Tuesday, March 30, 2004 7:53 AM > To: Kogami, Bruce > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > Bruce, > > This effect (statistice being a day behind) is observable in my queues. > > Example: > > i resolved 9 tickets yesterday (monday) but graph "Requests per Day" (the > top > one) from package Statistics3-0_1_3 shows the tickets as having been > resolved on > Friday. In Monday the red and green lines nosedive to 0. > > Would a screen shot be of any use to you? The effect is also noticable in > other > graphs. Currently, my Avg. Time to Resolve is showing N/A for Monday, and > we > resolved 9 tickets yesterday. However it also shows 0 resolved for > Friday. > Something else might be wrong here, it seems to cut off at 3/25 even > though the > queues have data in them up to yesterday. > > Let me know if testing would be of use, or if sample mysql queries would > be of > value, etc. > > Kind regards, > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Mon, 29 Mar 2004, Kogami, Bruce wrote: > > > Thanks for the info. > > > > I'll try it out. > > > > Bruce > > > > > -----Original Message----- > > > From: Paulo Matos [mailto:pjsm at fct.unl.pt] > > > Sent: Friday, March 26, 2004 2:26 AM > > > To: Kogami, Bruce > > > Cc: David M Dennis; KellyF.Hickel; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > > > > > On Thu, 25 Mar 2004, Kogami, Bruce wrote: > > > > > > > I'm hoping that wasn't done by design but a simple mistake. > > > > > > > > If anyone has any suggestions on how I can fix this problem, please > let > > > > me know. All other stats display correctly. > > > > > > You're not using the latest Statistics package. > > > > > > Get it from: > > > ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz > > > > > > -- > > > Paulo Matos > > > ----------------------------------- --------------------------------- > - > > > |Sys & Net Admin | Servi?o de Inform?tica > | > > > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 > | > > > |Universidade Nova de Lisboa | Fax: +351-21-2948548 > | > > > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt > | > > > ----------------------------------- --------------------------------- > - > > > > > > *************************************************************** > > This E-mail is confidential. It should not be read, copied, disclosed > or used by any person other than the intended recipient. Unauthorized > use, disclosure or copying by whatever medium is strictly prohibited and > may be unlawful. If you have received this E-mail in error, please > contact the sender immediately and delete the E-mail from your system. > > *************************************************************** > > *************************************************************** This E-mail is confidential. It should not be read, copied, disclosed or used by any person other than the intended recipient. Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful. If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system. *************************************************************** From kfh at mqsoftware.com Tue Mar 30 11:48:51 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 30 Mar 2004 10:48:51 -0600 Subject: [rt-users] Ave time to resolve is off by 1 day Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A186B@mailservermn.mqsoftware.com> Bruce, I didn't design this, so I don't know for certain. I know that I did have some issues with timezones, and had to put a conversion function in Statistics.pm, you might look there, possibly add some debugging information. The problem had to do with figuring out which tickets belonged to "today"...... -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: Kogami, Bruce [mailto:bkogami at randmcnally.com] > Sent: Tuesday, March 30, 2004 10:16 AM > To: Kogami, Bruce; 'Paulo Matos' > Cc: 'David M Dennis'; Kelly F. Hickel; 'rt-users at lists.bestpractical.com' > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > I downloaded the latest Statistics from > ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz and got the same > results. When I create a new ticket today (March 30) and select "Average > Time to Resolution", the March 29 row will increase by one and no change > will be on March 30. If I resolve the ticket on March 30, March 29 row > will show the change and no change will be on March 30. > > I know David Dennis has seen this. Has anyone else? > > I still have a feeling this might have been done by design but I just > don't see the connection with creating and resolving a ticket on one day > and have the "Average Time to Resolution" statistics change on a different > day. All other statistics seem to update correctly. > > If anyone has any thoughts on this, let me know. > > Thanks, > Bruce > > > -----Original Message----- > > From: Kogami, Bruce > > Sent: Monday, March 29, 2004 4:58 PM > > To: Paulo Matos; Kogami, Bruce > > Cc: David M Dennis; KellyF.Hickel; rt-users at lists.bestpractical.com > > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > > > Thanks for the info. > > > > I'll try it out. > > > > Bruce > > > > > -----Original Message----- > > > From: Paulo Matos [mailto:pjsm at fct.unl.pt] > > > Sent: Friday, March 26, 2004 2:26 AM > > > To: Kogami, Bruce > > > Cc: David M Dennis; KellyF.Hickel; rt-users at lists.bestpractical.com > > > Subject: RE: [rt-users] Ave time to resolve is off by 1 day > > > > > > On Thu, 25 Mar 2004, Kogami, Bruce wrote: > > > > > > > I'm hoping that wasn't done by design but a simple mistake. > > > > > > > > If anyone has any suggestions on how I can fix this problem, please > > let > > > > me know. All other stats display correctly. > > > > > > You're not using the latest Statistics package. > > > > > > Get it from: > > > ftp://anonftp.mqsoftware.com/kfh/RT/Statistics3-0_1_3.tgz > > > > > > -- > > > Paulo Matos > > > ----------------------------------- --------------------------------- > - > > > |Sys & Net Admin | Servi?o de Inform?tica > | > > > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 > | > > > |Universidade Nova de Lisboa | Fax: +351-21-2948548 > | > > > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt > | > > > ----------------------------------- --------------------------------- > - > > > *************************************************************** > This E-mail is confidential. It should not be read, copied, disclosed or > used by any person other than the intended recipient. Unauthorized use, > disclosure or copying by whatever medium is strictly prohibited and may be > unlawful. If you have received this E-mail in error, please contact the > sender immediately and delete the E-mail from your system. > *************************************************************** From jesus at musinghalfwit.org Tue Mar 30 11:53:58 2004 From: jesus at musinghalfwit.org (Eric Liedtke) Date: Tue, 30 Mar 2004 10:53:58 -0600 Subject: [rt-users] Permissions Disabled ? Message-ID: <20040330165357.GB19960@musinghalfwit.org> This may be a knucklehead question but I'm kind of at a loss. I have an instance of RT3(3.0.10) running. It was originally a v2 instance, upgraded to 3.0.0 then to current 3.0.10. I was doing some work and noticed that the rights/ permissions stuff doesn't seem to be taking effect. i.e. I've added a new user who can be granted rights but hasn't been granted any and is not a member of any group and yet they still seem to have free reign to do what they like in the system. I'm guessing I missed something along the way but I haven't been able to find it. Any help is greatly appreciated -e From dmd at speakeasy.org Tue Mar 30 12:38:03 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 30 Mar 2004 09:38:03 -0800 (PST) Subject: [rt-users] Permissions Disabled ? In-Reply-To: <20040330165357.GB19960@musinghalfwit.org> References: <20040330165357.GB19960@musinghalfwit.org> Message-ID: What rights do you have as the admin? Check your own account first. It sounds like rights you are granting, you don't have rights to grant. Also make sure in the specific queue you attempted to grant rights to, that you have rights to grant rights in that queue. I love RT. :) +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Tue, 30 Mar 2004, Eric Liedtke wrote: > This may be a knucklehead question but I'm kind of at a loss. I have an > instance of RT3(3.0.10) running. It was originally a v2 instance, > upgraded to 3.0.0 then to current 3.0.10. I was doing some work and > noticed that the rights/ permissions stuff doesn't seem to be taking > effect. i.e. I've added a new user who can be granted rights but hasn't > been granted any and is not a member of any group and yet they still > seem to have free reign to do what they like in the system. I'm guessing > I missed something along the way but I haven't been able to find it. Any > help is greatly appreciated > -e > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 jesus at musinghalfwit.org Tue Mar 30 12:54:59 2004 From: jesus at musinghalfwit.org (Eric Liedtke) Date: Tue, 30 Mar 2004 11:54:59 -0600 Subject: [rt-users] Permissions Disabled ? In-Reply-To: References: <20040330165357.GB19960@musinghalfwit.org> Message-ID: <20040330175459.GC19960@musinghalfwit.org> The account I log in as to add the user has SuperUser rights. The newly created account has no rights assigned at either the Global level or the Queue level. So I then open a completely different browser (i.e. admining in firebird and open a konqueror session) to log in as the new user and the new user can do whatever they want, includind global configuration changes. I'm very confused by this. I too love RT, in that very special kind of way... ; ) -e It's seems fuzzy now but I think on Tue, Mar 30, 2004 at 09:38:03AM -0800 , Dave Dennis said: > What rights do you have as the admin? Check your own account first. > It sounds like rights you are granting, you don't have rights to grant. > > Also make sure in the specific queue you attempted to grant rights to, that you > have rights to grant rights in that queue. > > I love RT. :) > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > > On Tue, 30 Mar 2004, Eric Liedtke wrote: > > > This may be a knucklehead question but I'm kind of at a loss. I have an > > instance of RT3(3.0.10) running. It was originally a v2 instance, > > upgraded to 3.0.0 then to current 3.0.10. I was doing some work and > > noticed that the rights/ permissions stuff doesn't seem to be taking > > effect. i.e. I've added a new user who can be granted rights but hasn't > > been granted any and is not a member of any group and yet they still > > seem to have free reign to do what they like in the system. I'm guessing > > I missed something along the way but I haven't been able to find it. Any > > help is greatly appreciated > > -e > > > > _______________________________________________ > > rt-users mailing list > > rt-users at lists.bestpractical.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 rev at northwestern.edu Tue Mar 30 15:29:47 2004 From: rev at northwestern.edu (Robert Vance) Date: Tue, 30 Mar 2004 14:29:47 -0600 Subject: [rt-users] [Comment] placement Message-ID: <4069D8BB.8050609@northwestern.edu> I'm currently running 3.0.9 and I have noticed the following behavior with respect to comments. When I reply to an email the [Comment] tag preceeds the [my.dns.name #12345] such as: [Comment] [my.dns.name #12345] Subject However, when a message is replied to via the web interface the [Comment] tag proceeds the [my.dns.name #12345] like so: [my.dns.name #12345] [Comment] Subject I would like for the [Comment] to always come first. Is anyone else seeing this? If so, is there a way I can make this change by manipulating the corresponding templates? rev From glestadt4 at yahoo.com Tue Mar 30 16:29:57 2004 From: glestadt4 at yahoo.com (joe ritter) Date: Tue, 30 Mar 2004 13:29:57 -0800 (PST) Subject: [rt-users] rt and postfix for queues Message-ID: <20040330212957.17067.qmail@web20419.mail.yahoo.com> Hello, Is thee something special I need to do in order to use Postfix for delivering mail within rt? I have aliases set up as follows in /etc/postix/aliases: bugs: "| /usr/local/rt3/bin/rt-mailgate --queue bugs --action correspond" bugs-comment: | "/usr/local/rt3/bin/rt-mailgate --queue bugs --action comment" However I never see mail get from the outside and be delivered to rt. It simply sends it to our relayhost. All the docs mention sendmail, qmail, exim etc. but not postfix. I seem to remember there being setting in RT_SiteConfig.pm maybe which points to sendmail path could this be the problme. Thanks for your input and feeback in advance. __________________________________ Do you Yahoo!? Yahoo! Finance Tax Center - File online. File on time. http://taxes.yahoo.com/filing.html From leon at iwa-solutions.com Tue Mar 30 16:42:23 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Tue, 30 Mar 2004 14:42:23 -0700 Subject: [rt-users] rt and postfix for queues In-Reply-To: <20040330212957.17067.qmail@web20419.mail.yahoo.com> References: <20040330212957.17067.qmail@web20419.mail.yahoo.com> Message-ID: <6.0.1.1.0.20040330143608.023e43a0@iwapps4.iwapps.com> At 02:29 PM 3/30/04, joe ritter wrote: >Hello, >Is thee something special I need to do in order to use >Postfix for delivering mail within rt? I have aliases >set up as follows in /etc/postix/aliases: > > >bugs: "| /usr/local/rt3/bin/rt-mailgate --queue bugs >--action correspond" >bugs-comment: | "/usr/local/rt3/bin/rt-mailgate >--queue bugs --action comment" looks to me like 1) you have your quotes in the wrong place (on the comment alias) 2) you are missing a -url argument Mine looks something like bugs: "| /usr/local/rt3/bin/rt-mailgate --queue bugs --action correspond -url http://rt.server.com" By the way, I am am running Postfix 2.0.18, RT 3.06, RedHat 8 >However I never see mail get from the outside and be >delivered to rt. It simply sends it to our relayhost. > > > >All the docs mention sendmail, qmail, exim etc. but >not postfix. I seem to remember there being setting in >RT_SiteConfig.pm maybe which points to sendmail path >could this be the problme. > > >Thanks for your input and feeback in advance. > > > > > >__________________________________ >Do you Yahoo!? >Yahoo! Finance Tax Center - File online. File on time. >http://taxes.yahoo.com/filing.html >_______________________________________________ >rt-users mailing list >rt-users at lists.bestpractical.com >http://lists.bestpractical.com/mailman/listinfo/rt-users > >Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From brently at bjwcs.com Tue Mar 30 17:04:26 2004 From: brently at bjwcs.com (Brent Wiese) Date: Tue, 30 Mar 2004 15:04:26 -0700 Subject: [rt-users] "No permission to create tickets in the queue 'Orders'"- RT then drops the message In-Reply-To: Message-ID: <20040330220433.YLBN2477.fed1mtao01.cox.net@SAMBA> > When two messages with the same sender, a *new* > non-privileged user in RT, > come in at the same time, only one makes it into the queue, > while the other > just gets dropped. I'm having a similar problem in 1 queue, except the second message doesn't make it in either. If that sender opens a ticket in another queue, then they're ok. > The problem seems to occur when Fetchmail hands Postfix the > two messages. We don't use Fetchmail. We have Postfix running as a daemon taking email directed from aliases on our main mail host. > Mar 13 16:26:17 RTSRV RT: No permission to create tickets in the queue > 'Orders' (/opt/rt3/lib/RT/Interface/Email.pm:678) > Mar 13 16:26:17 RTSRV RT: Create failed: 0 / 0 / No > permission to create > tickets in the queue 'Orders' > (/opt/rt3/lib/RT/Interface/Email.pm:684) Mine looks very similar, with path changes and such of course. > The queue is setup correctly, with Everyone having ticket creation I thought so on mine too. All my queues use the "global" permissions and they all work right. I specifically added everyone/create to this queue and it helped, but didn't solve (now its intermittant). > Here are the basic facts: > > RT 3.0.8 We're still on 3.0.7. > Perl 5.8.0 > Apache 1.3.29 > MySQL 3.23.58 (InnoDB) We're on 4.0-something, so I don't think this is a mysql thing. Here is other thing about my setup and queue... We added a custom auto-response template. We've done similar to other queues and they work, but maybe something about this template causes this? Anyone? Anyone? Brnet From brently at bjwcs.com Tue Mar 30 17:19:55 2004 From: brently at bjwcs.com (Brent Wiese) Date: Tue, 30 Mar 2004 15:19:55 -0700 Subject: [rt-users] InnoDB question... Maybe lame In-Reply-To: <20040313023804.GA16402@petdance.com> Message-ID: <20040330221956.IYOX2451.fed1mtao07.cox.net@SAMBA> I have little knowledge of InnoDB, so I apologize in advance if this ends up being a dumb question. First, how do I know if RT is using InnoDB tables right now? I'm running 4.0.14. There are ibdata files and such. Second, if I am using them and decide I want to tune them by using the different settings in the my-{small|large|huge}.cnf files, I've noticed in the past mysql complains when I restart. I usually have to delete the ibdata files and then restart. Is that safe? Third, I assume doing a mysqldump of the DB will give me everything, including what would be in those tables, so I know my backups are complete? I'm still reading thru the link I've been seeing floating around here: http://www.innodb.com/ibman.php So no need to provide. ;) Thanks in advance for answering probably simpleton questions... Brent From pdh at bestpractical.com Tue Mar 30 17:21:47 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 31 Mar 2004 08:21:47 +1000 Subject: [rt-users] Permissions Disabled ? In-Reply-To: <20040330175459.GC19960@musinghalfwit.org> References: <20040330165357.GB19960@musinghalfwit.org> <20040330175459.GC19960@musinghalfwit.org> Message-ID: <20040330222147.GA748@bne.snapgear.com> Eric Liedtke wrote: > The account I log in as to add the user has SuperUser rights. The newly > created account has no rights assigned at either the Global level or the > Queue level. So I then open a completely different browser (i.e. admining > in firebird and open a konqueror session) to log in as the new user and > the new user can do whatever they want, includind global configuration > changes. I'm very confused by this. Do you have excessive rights granted to the Everyone or Privileged groups? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From jesus at musinghalfwit.org Tue Mar 30 17:41:54 2004 From: jesus at musinghalfwit.org (Eric Liedtke) Date: Tue, 30 Mar 2004 16:41:54 -0600 Subject: [rt-users] Permissions Disabled ? In-Reply-To: <20040330222147.GA748@bne.snapgear.com> References: <20040330165357.GB19960@musinghalfwit.org> <20040330175459.GC19960@musinghalfwit.org> <20040330222147.GA748@bne.snapgear.com> Message-ID: <20040330224154.GA23598@musinghalfwit.org> POP!!! The anal-cranal loopback has been removed. I don't know how many times I can look at one screen and miss the obvious over the course of an entire day. Thanks fella's. -e It's seems fuzzy now but I think on Wed, Mar 31, 2004 at 08:21:47AM +1000 , Phil Homewood said: > Eric Liedtke wrote: > > The account I log in as to add the user has SuperUser rights. The newly > > created account has no rights assigned at either the Global level or the > > Queue level. So I then open a completely different browser (i.e. admining > > in firebird and open a konqueror session) to log in as the new user and > > the new user can do whatever they want, includind global configuration > > changes. I'm very confused by this. > > Do you have excessive rights granted to the Everyone or Privileged > groups? > -- > ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. > From TylerH at natr.com Tue Mar 30 18:03:13 2004 From: TylerH at natr.com (Tyler Hepworth) Date: Tue, 30 Mar 2004 16:03:13 -0700 Subject: [rt-users] English Versions of RT for Win32 listed on dist.ourin.com? Message-ID: <1FA38D3D58DDD211B18300A024B358C00A2D5C5D@corp-exchange> I found a copy of RT-3.0.9.3-104.exe on dist.ourin.com, but it is in a different language. One word that was still readable was "ODBC". I am interested to know what that is referring to. Does anyone know of an English equivalent for this package or have you seen this version and know what it says? Is there ODBC support available for RT? I would like to set it up on Microsoft SQL server. Thanks, Tyler Hepworth From murple at murple.net Tue Mar 30 19:45:53 2004 From: murple at murple.net (Craig Schenk) Date: Tue, 30 Mar 2004 19:45:53 -0500 (EST) Subject: [rt-users] HTML stripper Message-ID: Ive seen numerous posts here from people ($self->include) wishing that RT could take incoming HTML mail and strip them down to plain text. I wrote this Perl script to do this, it may not be the most elegant solution but it works and can be used for RT, MajorDomo, whatever. Basically it takes mail from STDIN and spits out a new one to STDOUT, so you can put in your /etc/aliases: rt-queue: "| htmldump | rt-mailgate etc..." If incoming mail is a straight text/html MIME type, the script will run it through lynx -dump (or you can use html2txt) to generate a text version. Since this may not be the prettiest formatting, a header is attached saying "this was generated from HTML automatically etc" and the original HTML email is preserved. The output of the script in this case will be a multipart MIME email which has the text part first and then the HTML as another MIME attachment, given the name "original.html" so it's obvious when viewed in the RT ticket. If the incoming email is already multipart, any text parts and attachments are passed on unchanged. HTML parts are treated as above, with the exception that if the MIME header already has a filename for the HTML part, it won't get given the "original.html" name. Im sure it can be improved, but it seems to work well enough for what I need. From murple at murple.net Tue Mar 30 21:13:25 2004 From: murple at murple.net (Craig Schenk) Date: Tue, 30 Mar 2004 21:13:25 -0500 (EST) Subject: [rt-users] RE: HTML stripper In-Reply-To: Message-ID: Suppose the script would help... -------------- next part -------------- A non-text attachment was scrubbed... Name: htmldump Type: application/octet-stream Size: 4239 bytes Desc: htmldump URL: From dmd at speakeasy.org Tue Mar 30 21:36:45 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Tue, 30 Mar 2004 18:36:45 -0800 (PST) Subject: [rt-users] Best way to get ticket content into resolved ticket Message-ID: Dear list, I'm struggling to prevent this when resolving ticket, I have written a line of comments then will close ticket. What always happens is, in the email sent to the requestor, who is unpriviledged: This transaction appears to have no content This happens when scrip tries to {$Transaction->Content()} I read on the list, but this was RT2, no mention yet for RT3 that "{$Transaction->Content()}" was not available at Ticket Resolution time. Is that true? If so how is it possible to send the contents of a ticket into the resolution to send to the requestor? I have checked permissions, Unpriviledged and Priviledged both have right to ShowTicketComments . Anyone see the mistake or have a suggestion how to proceed? +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From m-liebman at northwestern.edu Tue Mar 30 22:20:30 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 30 Mar 2004 22:20:30 -0500 Subject: [rt-users] InnoDB question... Maybe lame In-Reply-To: <20040330221956.IYOX2451.fed1mtao07.cox.net@SAMBA> References: <20040313023804.GA16402@petdance.com> <20040330221956.IYOX2451.fed1mtao07.cox.net@SAMBA> Message-ID: <6.0.3.0.2.20040330220908.0341ff28@pop.mail.yahoo.com> At 05:19 PM 3/30/2004, Brent Wiese wrote: >I have little knowledge of InnoDB, so I apologize in advance if this ends up >being a dumb question. > >First, how do I know if RT is using InnoDB tables right now? I'm running >4.0.14. There are ibdata files and such. SHOW TABLE STATUS FROM `rt3`; Look at the type column. >I usually have to delete the ibdata files and then restart. Is that safe? Hmm, its not entirely clear to me when log file pruning happens. Generally, for similar database formats (like Berkley DB), it is not consider highly reliable to count on the log files for regenerating an entire data file. >Third, I assume doing a mysqldump of the DB will give me everything, >including what would be in those tables, so I know my backups are complete? Yes, mysqldump dumps out the SQL contents of the database regardless of the underlying table type. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From cubic at acronis.ru Wed Mar 31 02:47:28 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 11:47:28 +0400 Subject: [rt-users] Hide some things in SelfService In-Reply-To: <20040330154932.GJ11852@easter-eggs.com> References: <20040330154932.GJ11852@easter-eggs.com> Message-ID: <406A7790.3080807@acronis.ru> Emmanuel Lacour wrote: > Hi, > > I modified DisplayBasics to net display Timeworked in SelfService. I > would like to hide also the "TimeWorked" info in history as well as > every history line regarding a customfield value modification. > > Any hints? Attached patch allow filter Transactions on SelfService History page. Changes are simple, but questions are OK. Best regards. Ruslan. > > -------------- next part -------------- A non-text attachment was scrubbed... Name: SelfServiceLimitTxs.patch Type: application/aegis-patch Size: 1647 bytes Desc: not available URL: From Richard.Ellis at Sun.COM Wed Mar 31 02:56:09 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Wed, 31 Mar 2004 08:56:09 +0100 Subject: [rt-users] Re: InnoDB questions In-Reply-To: <20040331004705.A76011146F@pallas.eruditorum.org> References: <20040331004705.A76011146F@pallas.eruditorum.org> Message-ID: <1080719766.25740.20.camel@sr-egmp02-02> Hi Brent, Not dumb questions at all RT is using Innodb tables. We have observed on several occasions now that even shutting down mysql cleanly, using mysqladmin shutdown, the Innodb files sometimes get corrupted, resulting in us losing all data. I now do a mysqldump every hour because I have no faith in the database back-end. These dumps have been used in anger to recover everything up to the last save and get us up and running quickly. We are using the settings from the .cnf files, customised to the two machines RT is running on. Hope this helps. Rik Message: 7 > Date: Tue, 30 Mar 2004 15:19:55 -0700 > From: "Brent Wiese" > Subject: [rt-users] InnoDB question... Maybe lame > To: > Message-ID: <20040330221956.IYOX2451.fed1mtao07.cox.net at SAMBA> > Content-Type: text/plain; charset="us-ascii" > > I have little knowledge of InnoDB, so I apologize in advance if this ends up > being a dumb question. > > First, how do I know if RT is using InnoDB tables right now? I'm running > 4.0.14. There are ibdata files and such. > > Second, if I am using them and decide I want to tune them by using the > different settings in the my-{small|large|huge}.cnf files, I've noticed in > the past mysql complains when I restart. I usually have to delete the ibdata > files and then restart. Is that safe? > > Third, I assume doing a mysqldump of the DB will give me everything, > including what would be in those tables, so I know my backups are complete? > > I'm still reading thru the link I've been seeing floating around here: > http://www.innodb.com/ibman.php > > So no need to provide. ;) > > Thanks in advance for answering probably simpleton questions... > > Brent -- Rick Ellis From sebastien.person at easter-eggs.com Wed Mar 31 02:58:03 2004 From: sebastien.person at easter-eggs.com (Sebastien Person) Date: Wed, 31 Mar 2004 09:58:03 +0200 Subject: [rt-users] Allowing a 'group' of customers to see certain ticketsin a queue In-Reply-To: <20040328013702.GI4373@chaka.net> References: <012d01c4136a$4713af30$2101a8c0@EMMA> <20040327112850.GA29755@apb.cequrux.com> <20040328013702.GI4373@chaka.net> Message-ID: <20040331095803.4639c2b8@jonquille> On Sat, 27 Mar 2004 20:37:02 -0500 Todd Chapman wrote: > Just create a scrip that when a ticket is created, find out what > UserDefined group the requestor belongs to and adds that > group as a Cc watcher. Then give the Cc system group the > rights you desire. Easy! > Does all the users in the specified will receive all correspondences ? Does the meaning of the CC group is the same as the CC tag used in mail applications ? or it is only a generic group and we could assign whatever rights we choose ... To make it clear, is there a default or minimal right for the CC group ? From phillip at reportstar.net Tue Mar 30 21:40:11 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Tue, 30 Mar 2004 21:40:11 -0500 Subject: [rt-users] Statistics 3 screenshoots Message-ID: <406A2F8B.9040607@reportstar.net> Can anyone please tell me where i can get statistics 3 for RT 3.0.9 screenshots? and if there are no screenshots can anyone please provide me with them if there have please. From Richard.Ellis at Sun.COM Wed Mar 31 03:11:20 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Wed, 31 Mar 2004 09:11:20 +0100 Subject: [rt-users] RT issues In-Reply-To: <20040331004705.A76011146F@pallas.eruditorum.org> References: <20040331004705.A76011146F@pallas.eruditorum.org> Message-ID: <1080720670.25740.36.camel@sr-egmp02-02> Hi Guys, These issues have been observed in perl 5.8.0 -> 5.8.3 with RT 3.0.8 -> 3.0.10 and latest version of CPAN modules. We are currently seeing two issues, which concern us as part of our plan to roll out RT. Its not a hardware problem as it has been observed on two different sets of Hardware with two different versions of Solaris. Firstly, as detailed in my previous email to the alias, we are seeing total data loss from the InnoDB files, resulting in a restore being required. This happens even if the database is shutdown cleanly and properly. We currently do a database mysqldump every hour to try to minimise the data loss. Any Mysql experts out there want to give me some suggestions to track the problem down? Secondly, rt-crontool seems extremely arbitrary in its escalation. For example, our queues are set to start at 1 and escalate to 99 over a 2 day period. A tester submitted a ticket and 7 minutes later rt-crontool did its scheduled run and escalated the ticket to 50. I then manually ran rt-crontool again 5 minutes later ( so the ticket is only 12 minutes old) and it escalated again to 99. This clearly cannot be right. After 7 minutes it shouldn't have escalated at all. After 12 hours, I would expect it to be at priority 25. Is there a way to make rt-crontool or RT::Action::Escalate a little more discerning? Thanks -- Rick Ellis From matteo at scangineers.com Wed Mar 31 03:43:48 2004 From: matteo at scangineers.com (Matteo Romagnoli) Date: Wed, 31 Mar 2004 10:43:48 +0200 Subject: [rt-users] Custom Fields and CLI Message-ID: <711385E3E3FCD411947C0048545AE71E16DC90@SCANGINEERS01> Hi Justin, Apparently we share a problem. I'm trying to create/modify RT tickets via the RT CLI but I could not find any way to get or set Custom Fields. By browsing through the rt-user mailing list, I found out that you already posted the same issue two times in the last months (on 1/3/2004 and 10/31/2003). It seems nobody reacted upon your request. I was wondering if you found any kind of solution/workaround on your own in the meanwhile. I would be really pleased to share any information on this subject. We are about to introduce RT within our organisation and this issue is blocking our progress. Thank you in advance, Matteo Matteo Romagnoli Matteo Romagnoli Tel: +31 (0) 33 4625193 Fax: +31 (0) 33 4625194 Scangineers b.v. Chromiumweg 133 3812 NM Amersfoort The Netherlands From bauer at dmsb.de Wed Mar 31 05:15:14 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Wed, 31 Mar 2004 12:15:14 +0200 Subject: [rt-users] too much requestors Message-ID: <7A89E0296B649C4AAFD251222B1492905027B6@dmsbsrv1.intranet.dmsb.de> Hi, I'm atm a bit confused. If I create a new ticket RT adds another person to the requestors. Ok, I've got a bug somewhere but I can't find it. For better understanding, I'd like to know where I can see "Who is a requestor of this ticket"... sorry for the noobish question, but I'm not working all the time on RT and need some time to get into it and I just don't get it right now... cheers -fe From sebastien.person at easter-eggs.com Wed Mar 31 05:17:21 2004 From: sebastien.person at easter-eggs.com (Sebastien Person) Date: Wed, 31 Mar 2004 12:17:21 +0200 Subject: [rt-users] Add a Condition as a perl module Message-ID: <20040331121721.4eb86db7@jonquille> Hi, I'm trying to add a Scrip Condition as a perl module. I have 2 questions : 1 - Where the file must be (I'm not sure that the local directory could be used) ? rt/lib/RT/Condition/MyCondition.pm or rt/local/lib/RT/Condition/MyCondition.pm 2 - I must insert a row in the DB. I can use the RT::ScripCondition->Create() to achieve this, but I have a question about the 'ApplicableTransTypes' columns. Is it possible to fill it with 'Correspond,Comment' in the same row ? I would like my scrip to be fired in Correspond or Comment transaction type.... Any hints would be appreciated... From cubic at acronis.ru Wed Mar 31 05:18:18 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 14:18:18 +0400 Subject: [rt-users] too much requestors In-Reply-To: <7A89E0296B649C4AAFD251222B1492905027B6@dmsbsrv1.intranet.dmsb.de> References: <7A89E0296B649C4AAFD251222B1492905027B6@dmsbsrv1.intranet.dmsb.de> Message-ID: <406A9AEA.5030409@acronis.ru> Bauer, Felix wrote: > Hi, > > I'm atm a bit confused. If I create a new ticket RT adds another person > to the requestors. > Ok, I've got a bug somewhere but I can't find it. For better > understanding, I'd like to know > where I can see "Who is a requestor of this ticket"... sorry for the > noobish question, but I'm > not working all the time on RT and need some time to get into it and I > just don't get it right now... People tab. > > cheers > -fe From phillip at reportstar.net Tue Mar 30 23:56:55 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Tue, 30 Mar 2004 23:56:55 -0500 Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem Message-ID: <406A4F97.7040408@reportstar.net> I'm running a box with the following :- Redhat 9.0 Perl 5.8.0 RT 3.0.9 gd-devel 2.0.15-1 gd-2.0.15-1 1)I finally managed to install GD on my system but when i click on the links under statistics i get the error in the attachment. 2) libgd-2-0.22-1.i386.rpm doesn't what to install i get a message saying "file /usr/lib/libgd.so.2.0.0 from install of gd-2.0.15-1 conflicts with file package libgd-2.0.22-1 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: stats URL: From cubic at acronis.ru Wed Mar 31 05:29:50 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 14:29:50 +0400 Subject: [rt-users] Add a Condition as a perl module In-Reply-To: <20040331121721.4eb86db7@jonquille> References: <20040331121721.4eb86db7@jonquille> Message-ID: <406A9D9E.8050006@acronis.ru> Sebastien Person wrote: > Hi, > > I'm trying to add a Scrip Condition as a perl module. I have 2 questions : > > 1 - Where the file must be (I'm not sure that the local directory could be used) > ? > rt/lib/RT/Condition/MyCondition.pm or rt/local/lib/RT/Condition/MyCondition.pm Any where where perl could find next module 'RT::Condition::MyCondition' 'local' fine too. > > 2 - I must insert a row in the DB. I can use the RT::ScripCondition->Create() > to achieve this, but I have a question about the 'ApplicableTransTypes' > columns. Is it possible to fill it with 'Correspond,Comment' in the same row ? > I would like my scrip to be fired in Correspond or Comment transaction type.... Nope, comma separated list not available. Work around: 1) use 'Any' for 'ApplicableTransTypes' 2) return false in 'sub IsApplicable' of your condition. > > > Any hints would be appreciated... > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Mar 31 05:44:54 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 14:44:54 +0400 Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem In-Reply-To: <406A4F97.7040408@reportstar.net> References: <406A4F97.7040408@reportstar.net> Message-ID: <406AA126.2010106@acronis.ru> Phillip Leremi wrote: > I'm running a box with the following :- > Redhat 9.0 > Perl 5.8.0 > RT 3.0.9 > gd-devel 2.0.15-1 > gd-2.0.15-1 > 1)I finally managed to install GD on my system but when i click on the > links under statistics i get the error in the attachment. Error say: Can't locate file. Did you try to locate it under this paths? Where is file? Statistics.pm should be shipped with tarball. > > 2) libgd-2-0.22-1.i386.rpm doesn't what to install i get a message > saying "file /usr/lib/libgd.so.2.0.0 from install of gd-2.0.15-1 > conflicts with file package libgd-2.0.22-1 you allready have libgd rpm installed you should use `rpm -Uvh libgd...rpm` to update lib with new rpm. This question is offtopic here. > > > ------------------------------------------------------------------------ > > error: Error during compilation of /opt/rt3/share/html/Statistics/CallsQueueDay/index.html: > Can't locate Statistics.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. > > Stack: > [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] > [Statistics.pm:85] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] > [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] > [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] > [/opt/rt3/bin/webmux.pl:134] > [Statistics.pm:85] > BEGIN failed--compilation aborted at /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. > > Stack: > [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] > [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] > [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] > [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] > [/opt/rt3/bin/webmux.pl:134] > [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] > > context: > ... > 81: $weekends => $Statistics::PerDayWeekends > 82: $dateformat => $Statistics::PerDayDateFormat > 83: > 84: > 85: <%INIT> > 86: use Statistics; > 87: > 88: my $n = 0; > 89: my @data = ([]); > ... > code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 > /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863 > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789 > /opt/rt3/bin/webmux.pl:134 > /dev/null:0 > raw error > > > ------------------------------------------------------------------------ > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From cubic at acronis.ru Wed Mar 31 05:55:42 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 14:55:42 +0400 Subject: [rt-users] Best way to get ticket content into resolved ticket In-Reply-To: References: Message-ID: <406AA3AE.9060103@acronis.ru> Dave Dennis wrote: > Dear list, > > I'm struggling to prevent this when resolving ticket, I have written a line of > comments then will close ticket. What always happens is, in the email sent to > the requestor, who is unpriviledged: Priveleged user will see same message. > > This transaction appears to have no content > > This happens when scrip tries to > > {$Transaction->Content()} > > I read on the list, but this was RT2, no mention yet for RT3 that > "{$Transaction->Content()}" was not available at Ticket Resolution time. Look into history: 'comment' and 'set status resolve' different transactions. Understand? > > Is that true? If so how is it possible to send the contents of a ticket into > the resolution to send to the requestor? Use this template pease to insert last comment content. http://wiki.bestpractical.com/cgi-bin/index.cgi?AddLastCommentToMail > > I have checked permissions, Unpriviledged and Priviledged both have right to > ShowTicketComments . > > Anyone see the mistake or have a suggestion how to proceed? > From phillip at reportstar.net Wed Mar 31 01:11:58 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Wed, 31 Mar 2004 01:11:58 -0500 Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem In-Reply-To: <406AA126.2010106@acronis.ru> References: <406A4F97.7040408@reportstar.net> <406AA126.2010106@acronis.ru> Message-ID: <406A612E.8030205@reportstar.net> the file Statistics.pm is @ ./tmp/rt3/lib/ and i did try copy this file to /opt/rt3/local/lib/ but still it didn't work? Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> I'm running a box with the following :- >> Redhat 9.0 >> Perl 5.8.0 >> RT 3.0.9 >> gd-devel 2.0.15-1 >> gd-2.0.15-1 >> 1)I finally managed to install GD on my system but when i click on >> the links under statistics i get the error in the attachment. > > Error say: Can't locate file. > Did you try to locate it under this paths? > Where is file? > Statistics.pm should be shipped with tarball. > >> >> 2) libgd-2-0.22-1.i386.rpm doesn't what to install i get a message >> saying "file /usr/lib/libgd.so.2.0.0 from install of gd-2.0.15-1 >> conflicts with file package libgd-2.0.22-1 > > you allready have libgd rpm installed you should use > `rpm -Uvh libgd...rpm` to update lib with new rpm. > This question is offtopic here. > >> >> >> ------------------------------------------------------------------------ >> >> error: Error during compilation of >> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html: >> Can't locate Statistics.pm in @INC (@INC contains: /opt/rt3/local/lib >> /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi >> /usr/lib/perl5/5.8.0 >> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . >> /usr/local/apache/ /usr/local/apache/lib/perl) at >> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. >> >> Stack: >> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >> [Statistics.pm:85] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] >> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] >> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] >> [/opt/rt3/bin/webmux.pl:134] >> [Statistics.pm:85] >> BEGIN failed--compilation aborted at >> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. >> >> Stack: >> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] >> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] >> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] >> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] >> [/opt/rt3/bin/webmux.pl:134] >> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >> >> context: >> ... >> 81: $weekends => $Statistics::PerDayWeekends >> 82: $dateformat => $Statistics::PerDayDateFormat >> 83: >> 84: >> 85: <%INIT> >> 86: use Statistics; >> 87: >> 88: my $n = 0; >> 89: my @data = ([]); >> ... >> code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317 >> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198 >> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 >> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 >> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 >> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 >> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213 >> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863 >> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789 >> /opt/rt3/bin/webmux.pl:134 >> /dev/null:0 >> raw error >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> rt-users mailing list >> rt-users at lists.bestpractical.com >> http://lists.bestpractical.com/mailman/listinfo/rt-users >> >> Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > . > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net From pjsm at fct.unl.pt Wed Mar 31 06:14:14 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Wed, 31 Mar 2004 12:14:14 +0100 (WEST) Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem In-Reply-To: <406AA126.2010106@acronis.ru> References: <406A4F97.7040408@reportstar.net> <406AA126.2010106@acronis.ru> Message-ID: On Wed, 31 Mar 2004, Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > > 1)I finally managed to install GD on my system but when i click on the > > links under statistics i get the error in the attachment. > Error say: Can't locate file. > Did you try to locate it under this paths? > Where is file? > Statistics.pm should be shipped with tarball. > > > > 2) libgd-2-0.22-1.i386.rpm doesn't what to install i get a message > > saying "file /usr/lib/libgd.so.2.0.0 from install of gd-2.0.15-1 > > conflicts with file package libgd-2.0.22-1 > you allready have libgd rpm installed you should use > `rpm -Uvh libgd...rpm` to update lib with new rpm. gd and gd-devel already provide you the necessary headers, libs and shared libs... you shouldn't install libgd-2.0.22-1 (either you use one version or the other...). Doing an rpm -Uvh won't work because the package names are different... BUT this is not a problem to you now, as far as I can see from your report... Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From cubic at acronis.ru Wed Mar 31 06:15:33 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 15:15:33 +0400 Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem In-Reply-To: <406A612E.8030205@reportstar.net> References: <406A4F97.7040408@reportstar.net> <406AA126.2010106@acronis.ru> <406A612E.8030205@reportstar.net> Message-ID: <406AA855.5080308@acronis.ru> Phillip Leremi wrote: > the file Statistics.pm is @ ./tmp/rt3/lib/ and i did try copy this file > to /opt/rt3/local/lib/ but still it didn't work? Wrong permissions on this file. Apache has no read rights on it. > > Ruslan U. Zakirov wrote: > >> Phillip Leremi wrote: >> >>> I'm running a box with the following :- >>> Redhat 9.0 >>> Perl 5.8.0 >>> RT 3.0.9 >>> gd-devel 2.0.15-1 >>> gd-2.0.15-1 >>> 1)I finally managed to install GD on my system but when i click on >>> the links under statistics i get the error in the attachment. >> >> >> Error say: Can't locate file. >> Did you try to locate it under this paths? >> Where is file? >> Statistics.pm should be shipped with tarball. >> >>> >>> 2) libgd-2-0.22-1.i386.rpm doesn't what to install i get a message >>> saying "file /usr/lib/libgd.so.2.0.0 from install of gd-2.0.15-1 >>> conflicts with file package libgd-2.0.22-1 >> >> >> you allready have libgd rpm installed you should use >> `rpm -Uvh libgd...rpm` to update lib with new rpm. >> This question is offtopic here. >> >>> >>> >>> ------------------------------------------------------------------------ >>> >>> error: Error during compilation of >>> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html: >>> Can't locate Statistics.pm in @INC (@INC contains: /opt/rt3/local/lib >>> /opt/rt3/lib /usr/lib/perl5/5.8.0/i386-linux-thread-multi >>> /usr/lib/perl5/5.8.0 >>> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi >>> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl >>> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi >>> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . >>> /usr/local/apache/ /usr/local/apache/lib/perl) at >>> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. >>> >>> Stack: >>> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >>> [Statistics.pm:85] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] >>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] >>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] >>> [/opt/rt3/bin/webmux.pl:134] >>> [Statistics.pm:85] >>> BEGIN failed--compilation aborted at >>> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. >>> >>> Stack: >>> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] >>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] >>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] >>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] >>> [/opt/rt3/bin/webmux.pl:134] >>> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >>> >>> context: >>> ... >>> 81: $weekends => $Statistics::PerDayWeekends >>> 82: $dateformat => $Statistics::PerDayDateFormat >>> 83: >>> 84: >>> 85: <%INIT> >>> 86: use Statistics; >>> 87: >>> 88: my $n = 0; >>> 89: my @data = ([]); >>> ... >>> code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317 >>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198 >>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 >>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 >>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 >>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 >>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213 >>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863 >>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789 >>> /opt/rt3/bin/webmux.pl:134 >>> /dev/null:0 >>> raw error >>> >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> rt-users mailing list >>> rt-users at lists.bestpractical.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 jalgermissen at topicmapping.com Wed Mar 31 06:52:02 2004 From: jalgermissen at topicmapping.com (jalgermissen at topicmapping.com) Date: Wed, 31 Mar 2004 13:52:02 +0200 Subject: [rt-users] Multiple RTs from a single code base? Message-ID: <6892716$1080733572406aaf845fa7f8.63016066@config21.schlund.de> Hi, I plan to run several different RTs (about 25) on a single host and I would like to avoid multiple copies of the RT libraries. My preferred solution would be to specify the appropriate config file in the Apache configuration and just run multiple databases. Has anyone experience with this kind of setup? As the config files are hardcoded into webmux.pl I see only two options: alter RT a bit (thus making updates a pain) or multiply webmux.pl and adjust the config file for each copy. Is the latter solution possible or does it break any dependencies beyond webmux.pl Thanks a lot in advance. Jan -- Jan Algermissen Consultant & Programmer http://www.topicmapping.com http://www.gooseworks.org From cubic at acronis.ru Wed Mar 31 07:02:46 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 16:02:46 +0400 Subject: [rt-users] Multiple RTs from a single code base? In-Reply-To: <6892716$1080733572406aaf845fa7f8.63016066@config21.schlund.de> References: <6892716$1080733572406aaf845fa7f8.63016066@config21.schlund.de> Message-ID: <406AB366.3060104@acronis.ru> jalgermissen at topicmapping.com wrote: > Hi, > > I plan to run several different RTs (about 25) on a single host > and I would like to avoid multiple copies of the RT libraries. > > My preferred solution would be to specify the appropriate > config file in the Apache configuration and just run multiple > databases. > > Has anyone experience with this kind of setup? > > As the config files are hardcoded into webmux.pl I see only > two options: alter RT a bit (thus making updates a pain) or > multiply webmux.pl and adjust the config file for each copy. > > Is the latter solution possible or does it break any dependencies > beyond webmux.pl > > Thanks a lot in advance. You can't do this under mod_perl with single Apache instance. If you want 25 instances of RT then may be something wrong in the beginning? I think you'll come into memory problems. You should consider using FastCGI. One apache instance and 1+ FastCGI server on each RT instance. I'm not FCGI guru and don't know how much memory each server eat for RT. Don't understand why you need such setup. Best regards. Ruslan. > > > Jan From bauer at dmsb.de Wed Mar 31 07:04:35 2004 From: bauer at dmsb.de (Bauer, Felix) Date: Wed, 31 Mar 2004 14:04:35 +0200 Subject: AW: [rt-users] too much requestors Message-ID: <7A89E0296B649C4AAFD251222B1492905027BD@dmsbsrv1.intranet.dmsb.de> and where are these values stored in the database? > Bauer, Felix wrote: > > Hi, > > > > I'm atm a bit confused. If I create a new ticket RT adds another person > > to the requestors. > > Ok, I've got a bug somewhere but I can't find it. For better > > understanding, I'd like to know > > where I can see "Who is a requestor of this ticket"... sorry for the > > noobish question, but I'm > > not working all the time on RT and need some time to get into it and I > > just don't get it right now... > > People tab. > > > > > cheers > > -fe From sebastien.person at easter-eggs.com Wed Mar 31 07:15:06 2004 From: sebastien.person at easter-eggs.com (Sebastien Person) Date: Wed, 31 Mar 2004 14:15:06 +0200 Subject: [rt-users] Add a Condition as a perl module In-Reply-To: <406A9D9E.8050006@acronis.ru> References: <20040331121721.4eb86db7@jonquille> <406A9D9E.8050006@acronis.ru> Message-ID: <20040331141506.75de77ba@jonquille> On Wed, 31 Mar 2004 14:29:50 +0400 "Ruslan U. Zakirov" wrote: > Sebastien Person wrote: > > Hi, > > > > I'm trying to add a Scrip Condition as a perl module. I have 2 questions : > > > > 1 - Where the file must be (I'm not sure that the local directory could be > > used)? > > rt/lib/RT/Condition/MyCondition.pm or > > rt/local/lib/RT/Condition/MyCondition.pm > Any where where perl could find next module 'RT::Condition::MyCondition' > 'local' fine too. Thanks for your answer. I've tried twice and it work well in the rt/lib/RT/Condition directory but if I use the 'local' directory I got an error : --- [Wed Mar 31 11:58:15 2004] [error]: Scrip 19 died. - Can't locate object method "new" via package "RT::Condition::ReplyToResolvedTicket" at /home/rt/rt/lib/RT/ScripCondition_Overlay.pm line 155. Stack: [/home/rt/rt/lib/RT/ScripCondition_Overlay.pm:155] [/home/rt/rt/lib/RT/Scrip_Overlay.pm:328] [/home/rt/rt/lib/RT/Scrips_Overlay.pm:196] [/home/rt/rt/lib/RT/Transaction_Overlay.pm:118] [/home/rt/rt/lib/RT/Ticket_Overlay.pm:3810] [/home/rt/rt/lib/RT/Ticket_Overlay.pm:2325] [/home/rt/rt/lib/RT/Interface/Email.pm:709] [/home/rt/rt/share/html/REST/1.0/NoAuth/mail-gateway:31] (/home/rt/rt/lib/RT/Scrip_Overlay.pm:371) --- So I copy the RT/Base.pm and RT/Condition/Generic.pm in the 'local' directory and that works. Didn't know if it is the good way but I post it in the case it could help someone else... > > > > 2 - I must insert a row in the DB. I can use the > > RT::ScripCondition->Create() to achieve this, but I have a question about > > the 'ApplicableTransTypes' columns. Is it possible to fill it with > > 'Correspond,Comment' in the same row ? I would like my scrip to be fired in > > Correspond or Comment transaction type.... > > Nope, comma separated list not available. > Work around: > 1) use 'Any' for 'ApplicableTransTypes' > 2) return false in 'sub IsApplicable' of your condition. From cubic at acronis.ru Wed Mar 31 07:16:07 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 16:16:07 +0400 Subject: AW: [rt-users] too much requestors In-Reply-To: <7A89E0296B649C4AAFD251222B1492905027BD@dmsbsrv1.intranet.dmsb.de> References: <7A89E0296B649C4AAFD251222B1492905027BD@dmsbsrv1.intranet.dmsb.de> Message-ID: <406AB687.8020501@acronis.ru> Bauer, Felix wrote: > and where are these values stored in the database? You don't need it. Each ticket has special groups(4) for users who play roles against this ticket. Table Groups field Domain eq 'RT::Ticket-Role' Role stored into field 'Type': select distinct Domain, Type from Groups order by Domain, Type; +-----------------+--------------+ | Domain | Type | +-----------------+--------------+ | ACLEquivalence | UserEquiv | | RT::Queue-Role | AdminCc | | RT::Queue-Role | Cc | | RT::Queue-Role | Owner | | RT::Queue-Role | Requestor | | RT::System-Role | AdminCc | | RT::System-Role | Cc | | RT::System-Role | Owner | | RT::System-Role | Requestor | | RT::Ticket-Role | AdminCc | | RT::Ticket-Role | Cc | | RT::Ticket-Role | Owner | | RT::Ticket-Role | Requestor | | SystemInternal | Everyone | | SystemInternal | Privileged | | SystemInternal | Unprivileged | | UserDefined | | +-----------------+--------------+ Look into archives, I described allready other stuffs about User and Groups tables. _ALSO_ I did said why anybody should use DB directly and use RT API instead. Good luck. Ruslan. > > >>Bauer, Felix wrote: >> >>>Hi, >>> >>>I'm atm a bit confused. If I create a new ticket RT adds another > > person > >>>to the requestors. >>>Ok, I've got a bug somewhere but I can't find it. For better >>>understanding, I'd like to know >>>where I can see "Who is a requestor of this ticket"... sorry for the >>>noobish question, but I'm >>>not working all the time on RT and need some time to get into it and > > I > >>>just don't get it right now... >> >>People tab. >> >> >>>cheers >>>-f > > e From jalgermissen at topicmapping.com Wed Mar 31 07:20:02 2004 From: jalgermissen at topicmapping.com (jalgermissen at topicmapping.com) Date: Wed, 31 Mar 2004 14:20:02 +0200 Subject: [rt-users] Multiple RTs from a single code base? Message-ID: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> "Ruslan U. Zakirov" schrieb am 31.03.2004, 14:02:46: > jalgermissen at topicmapping.com wrote: > > Hi, > > > > I plan to run several different RTs (about 25) on a single host > > and I would like to avoid multiple copies of the RT libraries. > > > > My preferred solution would be to specify the appropriate > > config file in the Apache configuration and just run multiple > > databases. > > > > Has anyone experience with this kind of setup? > > > > As the config files are hardcoded into webmux.pl I see only > > two options: alter RT a bit (thus making updates a pain) or > > multiply webmux.pl and adjust the config file for each copy. > > > > Is the latter solution possible or does it break any dependencies > > beyond webmux.pl > > > > Thanks a lot in advance. > You can't do this under mod_perl with single Apache instance. Ah, damn. Sure - how stupid. > If you want 25 instances of RT then may be something wrong in the > beginning? I think you'll come into memory problems. > You should consider using FastCGI. One apache instance and 1+ FastCGI > server on each RT instance. > I'm not FCGI guru and don't know how much memory each server eat for RT. > > Don't understand why you need such setup. The company I need this for has a number of customers that are managed seperately but have an identical setup and service processes. I want to avoid stuffing everything in a single RT and having to manage 25 times 3 queues each and 25 times say 15 customer-users each etc. But it seems I'll have to do that anyway....or get 25 machines ;-) Thanks for pointing out my brain damage about mod_perl - ugrrh. Jan > > Best regards. Ruslan. > > > > > > Jan -- Jan Algermissen Consultant & Programmer http://www.topicmapping.com http://www.gooseworks.org From jamie.baddeley at fx.net.nz Wed Mar 31 07:33:41 2004 From: jamie.baddeley at fx.net.nz (jamie.baddeley at fx.net.nz) Date: Thu, 01 Apr 2004 00:33:41 +1200 Subject: [rt-users] Show HTML-only messages in Display ticket (Intern) In-Reply-To: References: Message-ID: <1080736421.959.4.camel@munter> Hi, I tried this. But I needed to hack things a little. It works fine for me now as diffed. (please beware of mail wrapping) -jamie crm:~# diff -u /usr/share/request-tracker3/html/Ticket/Elements/ShowTransaction /usr/local/share/request-tracker3/html/Ticket/Elements/ShowTransaction --- /usr/share/request-tracker3/html/Ticket/Elements/ShowTransaction 2004-02-14 06:31:23.000000000 +1300 +++ /usr/local/share/request-tracker3/html/Ticket/Elements/ShowTransaction 2004-04-01 00:27:27.000000000 +1200 @@ -59,12 +59,19 @@ eval { require Text::Quoted; $quoted = Text::Quoted::extract($message->Content); - }; - if ($@) { - $quoted = $message->Content; - } + }; + } + if ($message->ContentType =~ m{^text/html$}i && + $message->ContentLength < $MAX_INLINE_BODY ) { + require HTML::TreeBuilder; + my $tree = HTML::TreeBuilder->new->parse(Encode::encode_utf8($message->Content)); + require HTML::FormatText; + my $formatter = new HTML::FormatText; + #require Text::Quoted; + #$quoted = Text::Quoted::extract($formatter->format($tree)); + $quoted = $formatter->format($tree); } - +    On Fri, 2004-03-05 at 01:58, ronny.pettersen at telenor.com wrote: > Inspired by Ruslan's patch (http://lists.fsck.com/pipermail/rt-users/2003-December/019027.html), > I made one that uses HTML::FormatText (and HTML::TreeBuilder). > > This one gives me a plain text version of the HTML-email in Display Ticket. > I'm using encode_utf8 as all emails have iso-8859-1 encoding. > Not sure if I "need" to use Text::Quoted below(?). > > I'd also like to include this text when someone does a reply (QuoteTransaction), but haven't > found the correct place in the code to modify... Anyone? > > > Regards, > Ronny Pettersen > -- > > --- rt3/share/html/Ticket/Elements/ShowTransaction.orig 2004-03-02 15:46:43.000000000 +0100 > +++ rt3/share/html/Ticket/Elements/ShowTransaction 2004-03-04 12:48:40.000000000 +0100 > @@ -63,6 +63,16 @@ > $quoted = $message->Content; > } > } > + if ($message->ContentType =~ m{^text/html$}i && > + $message->ContentLength < $MAX_INLINE_BODY ) { > + require HTML::TreeBuilder; > + my $tree = HTML::TreeBuilder->new->parse(Encode::encode_utf8($message->Content)); > + require HTML::FormatText; > + my $formatter = new HTML::FormatText; > + #require Text::Quoted; > + #$quoted = Text::Quoted::extract($formatter->format($tree)); > + $quoted = $formatter->format($tree); > + } > > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 robin.ericsson at profecta.se Wed Mar 31 07:42:12 2004 From: robin.ericsson at profecta.se (Robin Ericsson) Date: Wed, 31 Mar 2004 14:42:12 +0200 Subject: [rt-users] on customfield changed Message-ID: <1080736931.18420.61.camel@admin.viasat.live.noname4us.com> Hi, I have 2 scrips, one that checks whether a specific custom field is set on creation of the ticket, if not set it to a specific value. It looks like this: """ my $Ticket = $self->TicketObj(); my $CFName = 'Serviceniv?'; my $CustomFields = $Ticket->QueueObj->CustomFields(); while (my $CustomField = $CustomFields->Next()) { if ($CustomField->Name != $CFName) { next; } my $CustomFieldValues = $Ticket->CustomFieldValues($CustomField->Id); if (!$CustomFieldValues->Count > 0) { $Ticket->AddCustomFieldValue( Field => $CustomField->Id, Value => "Normal" ); return 1; } } return 1; """ I also have a scrip that looks for changes on the customfield, it looks like this: """ if ($self->TransactionObj->Type eq "CustomField") { return(1); } else { return(undef); } """ The problem is that last one doesn't catch when setting the custom field upon ticket creation, and that is my question, how do I match the custom field value upon ticket creation? regards Robin From phillip at reportstar.net Wed Mar 31 01:40:29 2004 From: phillip at reportstar.net (Phillip Leremi) Date: Wed, 31 Mar 2004 01:40:29 -0500 Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem In-Reply-To: <406AA855.5080308@acronis.ru> References: <406A4F97.7040408@reportstar.net> <406AA126.2010106@acronis.ru> <406A612E.8030205@reportstar.net> <406AA855.5080308@acronis.ru> Message-ID: <406A67DD.30305@reportstar.net> IT"S WORKING.........I got it this time. what i did was that this time i didn't copy lib but i moved to this location /opt/rt3/local and it worked . Ruslan U. Zakirov wrote: > Phillip Leremi wrote: > >> the file Statistics.pm is @ ./tmp/rt3/lib/ and i did try copy this >> file to /opt/rt3/local/lib/ but still it didn't work? > > Wrong permissions on this file. Apache has no read rights on it. > >> >> Ruslan U. Zakirov wrote: >> >>> Phillip Leremi wrote: >>> >>>> I'm running a box with the following :- >>>> Redhat 9.0 >>>> Perl 5.8.0 >>>> RT 3.0.9 >>>> gd-devel 2.0.15-1 >>>> gd-2.0.15-1 >>>> 1)I finally managed to install GD on my system but when i click on >>>> the links under statistics i get the error in the attachment. >>> >>> >>> >>> Error say: Can't locate file. >>> Did you try to locate it under this paths? >>> Where is file? >>> Statistics.pm should be shipped with tarball. >>> >>>> >>>> 2) libgd-2-0.22-1.i386.rpm doesn't what to install i get a message >>>> saying "file /usr/lib/libgd.so.2.0.0 from install of gd-2.0.15-1 >>>> conflicts with file package libgd-2.0.22-1 >>> >>> >>> >>> you allready have libgd rpm installed you should use >>> `rpm -Uvh libgd...rpm` to update lib with new rpm. >>> This question is offtopic here. >>> >>>> >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> >>>> error: Error during compilation of >>>> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html: >>>> Can't locate Statistics.pm in @INC (@INC contains: >>>> /opt/rt3/local/lib /opt/rt3/lib >>>> /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 >>>> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi >>>> /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl >>>> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi >>>> /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . >>>> /usr/local/apache/ /usr/local/apache/lib/perl) at >>>> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. >>>> >>>> Stack: >>>> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >>>> [Statistics.pm:85] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] >>>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] >>>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] >>>> [/opt/rt3/bin/webmux.pl:134] >>>> [Statistics.pm:85] >>>> BEGIN failed--compilation aborted at >>>> /opt/rt3/share/html/Statistics/CallsQueueDay/index.html line 85. >>>> >>>> Stack: >>>> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:534] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:311] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60] >>>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265] >>>> [/usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863] >>>> [/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789] >>>> [/opt/rt3/bin/webmux.pl:134] >>>> [/opt/rt3/share/html/Statistics/CallsQueueDay/index.html:85] >>>> >>>> context: >>>> ... >>>> 81: $weekends => $Statistics::PerDayWeekends >>>> 82: $dateformat => $Statistics::PerDayDateFormat >>>> 83: >>>> 84: >>>> 85: <%INIT> >>>> 86: use Statistics; >>>> 87: >>>> 88: my $n = 0; >>>> 89: my @data = ([]); >>>> ... >>>> code stack: /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:317 >>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:198 >>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm:166 >>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:60 >>>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:265 >>>> /usr/lib/perl5/site_perl/5.8.0/Class/Container.pm:343 >>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Interp.pm:213 >>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:863 >>>> /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm:789 >>>> /opt/rt3/bin/webmux.pl:134 >>>> /dev/null:0 >>>> raw error >>>> >>>> >>>> ------------------------------------------------------------------------ >>>> >>>> >>>> _______________________________________________ >>>> rt-users mailing list >>>> rt-users at lists.bestpractical.com >>>> http://lists.bestpractical.com/mailman/listinfo/rt-users >>>> >>>> Have you read the FAQ? The RT FAQ Manager lives at >>>> http://fsck.com/rtfm >>> >>> >>> >>> >>> . >>> >> > > -- Kind Regards, Phillip Phillip Leremi Tel: 011 884 7633 Fax: 011 883 5805 phillip at reportstar.net www.reportstar.net -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Wed Mar 31 08:14:52 2004 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 31 Mar 2004 07:14:52 -0600 Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1881@mailservermn.mqsoftware.com> Off the top of my head: 1) You should have put the Statistics files into /opt/rt3/local, not /opt/rt3/share. I don't really think that's causing this problem, but.... 2) Hmm. Not sure how to straighten that one out, it seems to be saying that the file you're trying to install is already installed from an rpm of the same name? (It's early and I haven't had much caffeine yet, but that's how I read it). -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com ________________________________________ From: Phillip Leremi [mailto:phillip at reportstar.net] Sent: Tuesday, March 30, 2004 10:57 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.0.9 And Statistics 3 web interface problem I'm running a box with the following :- ?Redhat 9.0 ?Perl 5.8.0 ?RT 3.0.9 ?gd-devel 2.0.15-1 ?gd-2.0.15-1 1)I finally managed to install GD on my system but when i click on the links under statistics i get the error in the attachment. 2) libgd-2-0.22-1.i386.rpm? doesn't what to install i get a message saying "file /usr/lib/libgd.so.2.0.0 from install of gd-2.0.15-1 conflicts with file package libgd-2.0.22-1 From rodrigo.cunha at corp.vodafone.pt Wed Mar 31 08:41:47 2004 From: rodrigo.cunha at corp.vodafone.pt (=?ISO-8859-1?Q?Rodrigo_Nuno_Bragan=E7a_da_Cunha?=) Date: Wed, 31 Mar 2004 14:41:47 +0100 Subject: [rt-users] Multiple RTs from a single code base? In-Reply-To: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> References: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> Message-ID: <406ACA9B.4080207@corp.vodafone.pt> An HTML attachment was scrubbed... URL: From victor at ambra.ro Wed Mar 31 08:43:42 2004 From: victor at ambra.ro (victor) Date: Wed, 31 Mar 2004 16:43:42 +0300 Subject: [rt-users] Statistics module under RT 3.0.9 Message-ID: <406ACB0E.4080108@ambra.ro> I installed the statistics. But the graphics wont't appear. So the statistics work, but the image does not appear(the graphic). -------------- next part -------------- An HTML attachment was scrubbed... URL: From rainer at ultra-secure.de Wed Mar 31 09:21:56 2004 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 31 Mar 2004 16:21:56 +0200 Subject: [rt-users] Multiple RTs from a single code base? In-Reply-To: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> References: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> Message-ID: <406AD404.7070309@ultra-secure.de> jalgermissen at topicmapping.com wrote: >The company I need this for has a number of customers that are >managed seperately but have an identical setup and service processes. >I want to avoid stuffing everything in a single RT and having to >manage 25 times 3 queues each and 25 times say 15 customer-users >each etc. But it seems I'll have to do that anyway....or get 25 machines >;-) > > > > You could try to use VMware GSX-server for that. But you need a big server ;-) Anyone running RT on an IBM z-Series ? ;-) Or use FreeBSD jails for the RT-installations and apaches and use different DBs for each (all DBs on one host). You'd still need mutliple servers though, just not 25. It gives me headaches just from thinking about it ... Rainer From TylerH at natr.com Wed Mar 31 09:06:09 2004 From: TylerH at natr.com (Tyler Hepworth) Date: Wed, 31 Mar 2004 07:06:09 -0700 Subject: [rt-users] Microsoft SQL Server Support? Message-ID: <1FA38D3D58DDD211B18300A024B358C00A2D5CA0@corp-exchange> Does anyone know if there is currently a working implementation for Microsoft SQL Server support? If not, is there a projected date for this feature to be available? I would like to use RT at my company, but they say no unless it will use SQL Server as the backend. Thanks, Tyler Hepworth From elacour at easter-eggs.com Wed Mar 31 09:23:52 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 31 Mar 2004 16:23:52 +0200 Subject: [rt-users] Hide some things in SelfService In-Reply-To: <406A7790.3080807@acronis.ru> References: <20040330154932.GJ11852@easter-eggs.com> <406A7790.3080807@acronis.ru> Message-ID: <20040331142352.GD678@easter-eggs.com> On Wed, Mar 31, 2004 at 11:47:28AM +0400, Ruslan U. Zakirov wrote: > Attached patch allow filter Transactions on SelfService History page. > Changes are simple, but questions are OK. > Thanks, it looks great but...doesn't work for me. Maybe we are using a different RT versions (mine is 3.0.10). I put the ShowHistory patched file in local/html/SelfService/Ticket/Elements instead of local/html/Ticket/Elements and make use of it in local/html/SelfService/Display.html Here is the log: error: could not find component for path 'ShowTransaction' context: ... 80: grep { ($_->TransactionId == $Transaction->Id ) && ($trans_content->{$_->Id} = $_) } @attachment_content; 81: 82: 83: #Args is first because we're clobbering the "Attachments" parameter 84: $m->comp( 'ShowTransaction', 85: %ARGS, 86: 87: AttachPath => $AttachPath, 88: UpdatePath => $UpdatePath, ... code stack: /home/rt/rt/local/html/SelfService/Ticket/Elements/ShowHistory:84 /home/rt/rt/local/html/SelfService/Display.html:51 /home/rt/rt/share/html/autohandler:195 -- Emmanuel Lacour ------------------------------------ Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 41 35 00 76 mailto:elacour at easter-eggs.com - http://www.easter-eggs.com From rt at chaka.net Wed Mar 31 08:36:01 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 31 Mar 2004 08:36:01 -0500 Subject: [rt-users] HTML stripper In-Reply-To: References: Message-ID: <20040331133601.GT15337@chaka.net> Why re-invent the wheel? http://scifi.squawk.com/demime.html Works wonderfully for us. -Todd On Tue, Mar 30, 2004 at 07:45:53PM -0500, Craig Schenk wrote: > Ive seen numerous posts here from people ($self->include) wishing that RT > could take incoming HTML mail and strip them down to plain text. I wrote this > Perl script to do this, it may not be the most elegant solution but it works > and can be used for RT, MajorDomo, whatever. > > Basically it takes mail from STDIN and spits out a new one to STDOUT, so you > can put in your /etc/aliases: > > rt-queue: "| htmldump | rt-mailgate etc..." > > If incoming mail is a straight text/html MIME type, the script will run it > through lynx -dump (or you can use html2txt) to generate a text version. Since > this may not be the prettiest formatting, a header is attached saying "this > was generated from HTML automatically etc" and the original HTML email is > preserved. The output of the script in this case will be a multipart MIME > email which has the text part first and then the HTML as another MIME > attachment, given the name "original.html" so it's obvious when viewed in the > RT ticket. > > If the incoming email is already multipart, any text parts and attachments are > passed on unchanged. HTML parts are treated as above, with the exception that > if the MIME header already has a filename for the HTML part, it won't get > given the "original.html" name. > > Im sure it can be improved, but it seems to work well enough for what I need. > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From rt at chaka.net Wed Mar 31 08:48:21 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 31 Mar 2004 08:48:21 -0500 Subject: [rt-users] on customfield changed In-Reply-To: <1080736931.18420.61.camel@admin.viasat.live.noname4us.com> References: <1080736931.18420.61.camel@admin.viasat.live.noname4us.com> Message-ID: <20040331134821.GW15337@chaka.net> if ($self->TransactionObj->Type eq "CustomField") { return(1); } elsif ($self->TransactionObj->Type eq "Create" && $self->TicketObj->FirstCustomFieldValue("myField") { return(1); } else { return(undef); } On Wed, Mar 31, 2004 at 02:42:12PM +0200, Robin Ericsson wrote: > > I also have a scrip that looks for changes on the customfield, it looks > like this: > """ > if ($self->TransactionObj->Type eq "CustomField") { > return(1); > } else { > return(undef); > } > """ > > The problem is that last one doesn't catch when setting the custom field > upon ticket creation, and that is my question, how do I match the custom > field value upon ticket creation? > > > > regards > Robin > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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 asp at webexc.com Wed Mar 31 09:39:33 2004 From: asp at webexc.com (Ben Timby) Date: Wed, 31 Mar 2004 09:39:33 -0500 Subject: [rt-users] problem starting apache. Message-ID: <406AD825.3070701@webexc.com> I have upgraded to RT 3.0.9, and apache will no longer start, the error is: -- [Wed Mar 31 09:19:07 2004] [error] Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/lib/perl5/site_perl/5.8.2 /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/local/lib/perl5/site_perl/5.8.2/i386-freebsd /usr/local/lib/perl5/site_perl/5.8.2/mach /usr/local/lib/perl5/site_perl/5.8.1 /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl/5.005 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.2/BSDPAN /usr/local/lib/perl5/5.8.2/mach /usr/local/lib/perl5/5.8.2 . /usr/local/ /usr/local/lib/perl) at /usr/local/rt3/lib/RT.pm line 105. Compilation failed in require at (eval 8) line 1. Syntax error on line 66 of /usr/local/etc/apache/virtual-hosts.conf: Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/lib/perl5/site_perl/5.8.2 /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/local/lib/perl5/site_perl/5.8.2/i386-freebsd /usr/local/lib/perl5/site_perl/5.8.2/mach /usr/local/lib/perl5/site_perl/5.8.1 /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl/5.005 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.2/BSDPAN /usr/local/lib/perl5/5.8.2/mach /usr/local/lib/perl5/5.8.2 . /usr/local/ /usr/local/lib/perl) at /usr/local/rt3/lib/RT.pm line 105. Compilation failed in require at (eval 8) line 1. -- I have tried the following command, but it does not help. cp /usr/local/rt3/etc/RT_SiteConfig.pm /usr/local/rt3/lib The file copied OK, but apache dies with the same message. I checked RT.pm, and it has the correct path, and RT_SiteConfig.pm does exist at that path, and contains the config info. Any suggestions would be appreciated! From cubic at acronis.ru Wed Mar 31 09:46:48 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 31 Mar 2004 18:46:48 +0400 Subject: [rt-users] Hide some things in SelfService In-Reply-To: <20040331142352.GD678@easter-eggs.com> References: <20040330154932.GJ11852@easter-eggs.com> <406A7790.3080807@acronis.ru> <20040331142352.GD678@easter-eggs.com> Message-ID: <406AD9D8.50703@acronis.ru> Emmanuel Lacour wrote: > On Wed, Mar 31, 2004 at 11:47:28AM +0400, Ruslan U. Zakirov wrote: > >>Attached patch allow filter Transactions on SelfService History page. >>Changes are simple, but questions are OK. >> > > > Thanks, it looks great but...doesn't work for me. Maybe we are using a > different RT versions (mine is 3.0.10). I use latest checkout copy of RT, but patch should cleanly apply to RT3.0.10. > > I put the ShowHistory patched file in > local/html/SelfService/Ticket/Elements instead of > local/html/Ticket/Elements and make use of it in local/html/SelfService/Display.html cd /opt/rt3 mkdir -p local/html/Ticket/Elements cp -p local/html/Ticket/Elements/ShowHistory share/html/Ticket/Elements/ShowHistory mkdir -p local/html/SelfService cp -p share/html/SelfService/Display.html local/html/SelfService/Display.html cd local cat SelfServiceLimitTxs.patch | patch -p0 If still get same error then Mason just don't search in local/base dirs on $m->comp() call. Bug report(feature request) goes to Mason guys. Try apply to share dir, you could allways revert patch with -R option. cd /opt/rt3/share/ cat xxx.patch | patch -p0 If it works then my conscience is clear. All other devil dances goes to you because I don't use this feature. I wrote it just for fun only for you and tested on core not on local overrides. :) Good luck. Ruslan. > > > Here is the log: > > error: could not find component for path 'ShowTransaction' > context: > ... > 80: grep { ($_->TransactionId == $Transaction->Id ) && > ($trans_content->{$_->Id} = $_) } @attachment_content; > 81: > 82: > 83: #Args is first because we're clobbering the "Attachments" > parameter > 84: $m->comp( 'ShowTransaction', > 85: %ARGS, > 86: > 87: AttachPath => $AttachPath, > 88: UpdatePath => $UpdatePath, > ... > code stack: > /home/rt/rt/local/html/SelfService/Ticket/Elements/ShowHistory:84 > /home/rt/rt/local/html/SelfService/Display.html:51 > /home/rt/rt/share/html/autohandler:195 > From murple at murple.net Wed Mar 31 09:51:00 2004 From: murple at murple.net (Craig Schenk) Date: Wed, 31 Mar 2004 09:51:00 -0500 (EST) Subject: [rt-users] HTML stripper In-Reply-To: <20040331133601.GT15337@chaka.net> Message-ID: Demime kind of takes a sledgehammer approach, which is why I chose not to use it. It doesn't strip HTML, it strips ANYTHING that isn't plain text. People using our RT do need to send non-HTML things sometimes such as Word documents, jpegs, or sometimes HTML documents. Demime clobbers all, and is a great tool if you want nothing but text on your RT, mailing list, etc. You could of course set up multiple aliases for the same RT queues and have a MIME-stripped and MIME-allowed one but that would require more adminning and attention paying users. The script I wrote doesnt clobber attachments, it just shows a plaintext version of the HTML in them so someone reading a ticket can still get at the MIME attachments if they want. On 31-Mar-2004 Todd Chapman wrote: > Why re-invent the wheel? > > http://scifi.squawk.com/demime.html > > Works wonderfully for us. From seph at directionless.org Wed Mar 31 10:00:30 2004 From: seph at directionless.org (seph) Date: Wed, 31 Mar 2004 10:00:30 -0500 Subject: [rt-users] Re: RT issues In-Reply-To: <1080720670.25740.36.camel@sr-egmp02-02> (Rick Ellis's message of "Wed, 31 Mar 2004 09:11:20 +0100") References: <20040331004705.A76011146F@pallas.eruditorum.org> <1080720670.25740.36.camel@sr-egmp02-02> Message-ID: > Firstly, as detailed in my previous email to the alias, we are seeing > total data loss from the InnoDB files, resulting in a restore being > required. I've never seen this, granted my various RT installs aren't very big. I don't think many other people have seen it either, otherwise, there'd have been a lot of screaming on the mailing lists. So I think it's something specific to you, and I suspect it's in your database. seph From Williamsma at lanecc.edu Wed Mar 31 10:02:30 2004 From: Williamsma at lanecc.edu (Mark Williams) Date: Wed, 31 Mar 2004 07:02:30 -0800 Subject: [rt-users] Re: RT issues (Away from office) Message-ID: I'm out of the office for the rest of the day, and back online Wed morning (03/31/04). If this is a WebCT logon question, please send it to: webct at lanecc.edu If it's urgent, please leave a message for me at Distance Learning: (541)463-5260. Mark Williams >>> rt-users 03/31/04 07:00 >>> > Firstly, as detailed in my previous email to the alias, we are seeing > total data loss from the InnoDB files, resulting in a restore being > required. I've never seen this, granted my various RT installs aren't very big. I don't think many other people have seen it either, otherwise, there'd have been a lot of screaming on the mailing lists. So I think it's something specific to you, and I suspect it's in your database. 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 dwarner at ctinetworks.com Wed Mar 31 10:11:21 2004 From: dwarner at ctinetworks.com (Douglas E. Warner) Date: Wed, 31 Mar 2004 10:11:21 -0500 Subject: [rt-users] "No permission to create tickets in the queue 'Orders'" - RT then drops the message In-Reply-To: References: Message-ID: <200403311011.22531.dwarner@ctinetworks.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I guess a 'me too' might be in order here, since there do seem to be a few of us that have this problem. I think you hit the nail on the head; I just had this problem yesterday and it was when two spam mails came in from the same requestor at the same time; one of them got the 'no permission to create tickets..' error. Our setup is: RT 3.0.9 Perl 5.8.3 Apache 1.3.29 + mod_perl 1.29 MySQL 4.0.17 I noticed RT 3.0.10 had this in it's changelog: Core Better emailing of error messages after "permission denied" errors Does anybody have any clairification on what this does? Might it help us in this situation? - -Doug - -- Douglas E. Warner Network Engineer CTI/PAdotNET http://ctinetworks.com +1 717 975 9000 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.3 (GNU/Linux) iD8DBQFAat+ZJV36su0A0xIRAnLVAJ4lzLOoubqYy33HCwb7e9zzV2wG/wCcD1C5 Iu1eY+eheqmPK8iy9xWs8vg= =iTIx -----END PGP SIGNATURE----- From elacour at easter-eggs.com Wed Mar 31 10:26:42 2004 From: elacour at easter-eggs.com (Emmanuel Lacour) Date: Wed, 31 Mar 2004 17:26:42 +0200 Subject: [rt-users] Hide some things in SelfService In-Reply-To: <406AD9D8.50703@acronis.ru> References: <20040330154932.GJ11852@easter-eggs.com> <406A7790.3080807@acronis.ru> <20040331142352.GD678@easter-eggs.com> <406AD9D8.50703@acronis.ru> Message-ID: <20040331152642.GE678@easter-eggs.com> On Wed, Mar 31, 2004 at 06:46:48PM +0400, Ruslan U. Zakirov wrote: > Try apply to share dir, you could allways revert patch with -R option. > cd /opt/rt3/share/ > cat xxx.patch | patch -p0 > > If it works then my conscience is clear. All other devil dances goes to > you because I don't use this feature. I wrote it just for fun only for > you and tested on core not on local overrides. :) Good luck. > It works, thank you very much :-) From frahm at wohnheime.studentenwerk-hamburg.de Wed Mar 31 10:37:21 2004 From: frahm at wohnheime.studentenwerk-hamburg.de (Markus Frahm) Date: Wed, 31 Mar 2004 17:37:21 +0200 Subject: [rt-users] quick search Message-ID: <200403311737.21567.frahm@wohnheime.studentenwerk-hamburg.de> Hello, is it possible to see not only the new and open tickets , but also the stalled and released tickets in the Quick Search frame? Greetings Markus Frahm From jeany.berube at adsinc.ca Wed Mar 31 10:43:08 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Wed, 31 Mar 2004 10:43:08 -0500 Subject: [rt-users] Web interface: acces denied Message-ID: <1080747788.3128.6.camel@ads1403.adsinc.ca> Hi everyone! First of all, i am not very used to webservers. I'm running RT on apache 2 with FastCGI support, but when i try to connect with my browser i get this: Forbidden You don't have permission to access /index.html on this server. It was not what i expected ;) Can someone help? Jean-Yan B?rub? ADS inc. From rt at chaka.net Wed Mar 31 10:03:35 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 31 Mar 2004 10:03:35 -0500 Subject: [rt-users] quick search In-Reply-To: <200403311737.21567.frahm@wohnheime.studentenwerk-hamburg.de> References: <200403311737.21567.frahm@wohnheime.studentenwerk-hamburg.de> Message-ID: <20040331150335.GZ15337@chaka.net> What do you mean by released? Do you mean resolved? Here is my QuickSearch which adds stalled tickets. I have been trying to figure out how to do it with callbacks but I'm not sure it can be done cleanly. Note that I add the calls to $Tickets->IgnoreType so that even approvals would be shown. -Todd ./local/html/Elements/Quicksearch =========================================================== %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/TitleBoxStart, title => loc("Quick search"), bodyclass => "" &> <%PERL> my $i; while (my $queue = $Queues->Next) { $Tickets->ClearRestrictions; $Tickets->IgnoreType; $Tickets->LimitStatus(VALUE => "open"); $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); my $open = $Tickets->Count(); $Tickets->ClearRestrictions; $Tickets->IgnoreType; $Tickets->LimitStatus(VALUE => "new"); $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); $Tickets->ClearRestrictions; $Tickets->IgnoreType; $Tickets->LimitStatus(VALUE => "stalled"); $Tickets->LimitQueue(VALUE => $queue->Name, OPERATOR => '='); my $stalled = $Tickets->Count(); % $i++; % }
<&|/l&>Queue <&|/l&>New <&|/l&>Open <&|/l&>Stalled
<%$queue->Name% > <%$new%> <%$open%> <%$stalled%>
<& /Elements/TitleBoxEnd &> <%INIT> my $Queues = RT::Queues->new($session{'CurrentUser'}); $Queues->UnLimit(); my $Tickets = RT::Tickets->new($session{'CurrentUser'}); On Wed, Mar 31, 2004 at 05:37:21PM +0200, Markus Frahm wrote: > Hello, > is it possible to see not only the new and open tickets , but also the stalled > and released tickets in the Quick Search frame? > Greetings > Markus Frahm > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From Paul.Barmaksezian at Overture.com Wed Mar 31 11:06:09 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Wed, 31 Mar 2004 08:06:09 -0800 Subject: [rt-users] No attachement in Reply to some users Message-ID: We're seeing a bit of an issue here. At certain times (I can't figure out when this happens), RT will not send an attachment when we reply to a ticket via the web interface. We go to the ticket, hit Reply, put our message and add a file via the Browse button. We submit the reply and it gets sent to the users, but the attachment does not go through. It also does not get put into the ticket history. The history, however, shows the file name in the transaction as "Subject: filename.xls". Why would it be put as a Subject? No clue. But the file itself is no where to be downloaded. Is there an issue here? Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From m-liebman at northwestern.edu Wed Mar 31 11:13:54 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 31 Mar 2004 11:13:54 -0500 Subject: [rt-users] Re: InnoDB questions In-Reply-To: <1080719766.25740.20.camel@sr-egmp02-02> References: <20040331004705.A76011146F@pallas.eruditorum.org> <1080719766.25740.20.camel@sr-egmp02-02> Message-ID: <20040331161354.GB16493@SDF.LONESTAR.ORG> On Wed, Mar 31, 2004 at 08:56:09AM +0100, Rick Ellis wrote: > RT is using Innodb tables. We have observed on several occasions now > that even shutting down mysql cleanly, using mysqladmin shutdown, the > Innodb files sometimes get corrupted, resulting in us losing all data. That's not right at all. A clean shutdown should flush the InnoDB logs and finish writing the data file. Even on a dirty stop of MySQL, InnoDB should reconstruct the last few transactions from the log files. I haven't had problems like this on either Win32 or Redhat/Fedora with InnoDB tables. What version of MySQL are you running? > We are using the settings from the .cnf files, customised to the two > machines RT is running on. Which sample file? How does the sample file compare relative to the memory in the machine (i.e., did you choose the my-huge.cnf and you have 2 GB of RAM)? 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 mikef at ack.Berkeley.EDU Wed Mar 31 11:24:39 2004 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 31 Mar 2004 08:24:39 -0800 (PST) Subject: [rt-users] CLI Docs for RT 3.0.9 Message-ID: <200403311624.i2VGOdr20140@ack.Berkeley.EDU> Hi, Sorry for what is really an elementary question, but I just joined the list. I'm in the process of investigating RT 3.0.9 with the prospect of upgrading from 2.0.15 that we run now. One thing I'm particularly interested in is documentation for the CLI, especially to find out what may have changed/improved in this area with 3.0.9. Try as I might, I can't find anything except the online manual that seems to contain the same (inadequate, unfortunately) CLI docs that we had with 2.0.15. I've downloaded 3.0.9 and looked in the distribution but still can't find the docs I'm seeking. Could you point me to any new CLI docs that might exist for 3.0.9? We have many scripts that use the CLI, in order to interface with various external processes. I'd like to know how they would fare under 3.0.9 and, in fact, I'm holding out hope that there's a true API(*) in the new release, rather than just the primitive CLI we have now. Thanks. Mike (*) For example, return codes from commands, so that a script can tell reliably if they succeeded or why they failed. ------------------------------------------------------------------------------ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu ------------------------------------------------------------------------------ From Richard.Ellis at Sun.COM Wed Mar 31 11:33:03 2004 From: Richard.Ellis at Sun.COM (Rick Ellis) Date: Wed, 31 Mar 2004 17:33:03 +0100 Subject: [rt-users] Re: InnoDB questions In-Reply-To: <20040331161354.GB16493@SDF.LONESTAR.ORG> References: <20040331004705.A76011146F@pallas.eruditorum.org> <1080719766.25740.20.camel@sr-egmp02-02> <20040331161354.GB16493@SDF.LONESTAR.ORG> Message-ID: <1080750779.25740.67.camel@sr-egmp02-02> We have observed this once on a Sparc Enterprise 420R with 4 CPU's and 4 gigs of RAM, using the my-large.cnf as a template and Solaris 9, but we see this most often on mysql 4.0-18-max running on a Enterprise 220R with 2 CPU's and 2 gigs of ram, based on my-small.cnf and Solaris 8. Both setups are using perl 5.8.3 and the latest Apache 3 release. On restarting the Mysql server, (which serves a number of other application, not using InnoDB perfectly) we cannot log in. Going into Mysql itself, and use rt3; it complains that most of the tables are blank. See Below: 040310 7:03:37 /usr/local/mysql/bin/mysqld: Normal shutdown 040310 7:03:38 InnoDB: Starting shutdown... 040310 7:03:42 InnoDB: Shutdown completed 040310 7:03:42 /usr/local/mysql/bin/mysqld: Shutdown Complete 040310 07:04:06 mysqld started 040310 7:04:07 InnoDB: Database was not shut down normally. InnoDB: Starting recovery from log files... InnoDB: Starting log scan based on checkpoint at InnoDB: log sequence number 0 2488475 InnoDB: Doing recovery: scanned up to log sequence number 0 2488475 040310 7:04:07 InnoDB: Flushing modified pages from the buffer pool... 040310 7:04:07 InnoDB: Started /export/mysql4/bin/mysqld: ready for connections. Version: '4.0.18-max' socket: '/tmp/mysql.sock' port: 3306 040310 7:05:41 InnoDB error: Cannot find table rt3/Users from the internal data dictionary of InnoDB though the .frm file for the table exists. Maybe you have deleted and recreated InnoDB data files but have forgotten to delete the corresponding .frm files of InnoDB tables, or you have moved .frm files to another database? Look from section 15.1 of http://www.innodb.com/ibman.html how you can resolve the problem. 040310 7:05:41 InnoDB error: Cannot find table rt3/Users from the internal data dictionary of InnoDB though the .frm file for the table exists. Maybe you have deleted and recreated InnoDB data files but have forgotten to delete the corresponding .frm files of InnoDB tables, or you have moved .frm files to another database? Look from section 15.1 of http://www.innodb.com/ibman.html how you can resolve the problem. 040310 7:05:41 InnoDB error: Cannot find table rt3/Users from the internal data dictionary of InnoDB though the .frm file for the table exists. Maybe you have deleted and recreated InnoDB data files but have forgotten to delete the corresponding .frm files of InnoDB tables, or you have moved .frm files to another database? Look from section 15.1 of http://www.innodb.com/ibman.html how you can resolve the problem. 040310 7:05:41 InnoDB error: Cannot find table rt3/Users from the internal data dictionary of InnoDB though the .frm file for the table exists. Maybe you have deleted and recreated InnoDB data files but have forgotten to delete the corresponding .frm files of InnoDB tables, or you have moved .frm files to another database? Look from section 15.1 of http://www.innodb.com/ibman.html how you can resolve the problem. 040310 7:05:41 InnoDB error: Cannot find table rt3/Users from the internal data dictionary of InnoDB though the .frm file for the table exists. Maybe you have deleted and recreated InnoDB data files but have forgotten to delete the corresponding .frm files of InnoDB tables, or you have moved .frm files to another database? Look from section 15.1 of http://www.innodb.com/ibman.html how you can resolve the problem. Settings from the worst affected system are: # Uncomment the following if you are using InnoDB tables innodb_data_home_dir = /usr/local/mysql/data/ innodb_data_file_path = ibdata1:10M:autoextend innodb_log_group_home_dir = /usr/local/mysql/data/ innodb_log_arch_dir = /usr/local/mysql/data/ # You can set .._buffer_pool_size up to 50 - 80 % # of RAM but beware of setting memory usage too high set-variable = innodb_buffer_pool_size=32M set-variable = innodb_additional_mem_pool_size=2M # Set .._log_file_size to 25 % of buffer pool size set-variable = innodb_log_file_size=5M set-variable = innodb_log_buffer_size=8M innodb_flush_log_at_trx_commit=1 set-variable = innodb_lock_wait_timeout=50 #set-variable = innodb_force_recovery=4 If anyone can spot the problem I'll be very happy. Rik On Wed, 2004-03-31 at 17:13, Michael S. Liebman wrote: > On Wed, Mar 31, 2004 at 08:56:09AM +0100, Rick Ellis wrote: > > RT is using Innodb tables. We have observed on several occasions now > > that even shutting down mysql cleanly, using mysqladmin shutdown, the > > Innodb files sometimes get corrupted, resulting in us losing all data. > > That's not right at all. A clean shutdown should flush the InnoDB logs > and finish writing the data file. Even on a dirty stop of MySQL, > InnoDB should reconstruct the last few transactions from the log > files. I haven't had problems like this on either Win32 or > Redhat/Fedora with InnoDB tables. What version of MySQL are you > running? > > > We are using the settings from the .cnf files, customised to the two > > machines RT is running on. > > Which sample file? How does the sample file compare relative to the > memory in the machine (i.e., did you choose the my-huge.cnf and you > have 2 GB of RAM)? > > Michael -- Rick Ellis From dmd at speakeasy.org Wed Mar 31 12:02:00 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 31 Mar 2004 09:02:00 -0800 (PST) Subject: [rt-users] Best way to get ticket content into resolved ticket (fwd) Message-ID: Forgive my ignorance -- The code referenced in the wiki -- how is that used in RT? Added to the template ? Inserted into code on server? Thanks, +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 31 Mar 2004, Ruslan U. Zakirov wrote: > Dave Dennis wrote: > > Dear list, > > > > I'm struggling to prevent this when resolving ticket, I have written a line of > > comments then will close ticket. What always happens is, in the email sent to > > the requestor, who is unpriviledged: > Priveleged user will see same message. > > > > This transaction appears to have no content > > > > This happens when scrip tries to > > > > {$Transaction->Content()} > > > > I read on the list, but this was RT2, no mention yet for RT3 that > > "{$Transaction->Content()}" was not available at Ticket Resolution time. > Look into history: 'comment' and 'set status resolve' different > transactions. Understand? > > > > Is that true? If so how is it possible to send the contents of a ticket into > > the resolution to send to the requestor? > Use this template pease to insert last comment content. > http://wiki.bestpractical.com/cgi-bin/index.cgi?AddLastCommentToMail > > > > I have checked permissions, Unpriviledged and Priviledged both have right to > > ShowTicketComments . > > > > Anyone see the mistake or have a suggestion how to proceed? > > > > From murple at murple.net Wed Mar 31 12:12:36 2004 From: murple at murple.net (Craig Schenk) Date: Wed, 31 Mar 2004 12:12:36 -0500 (EST) Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? Message-ID: A user of mine reported the same bug to me today. I verified it. As Daniel here reported in his several posts to the list earlier this month, turning on debugging shows nothing at all regarding the issue. If you go to start a new search, and try any search on requestor email address (contains, is, is not, etc) nothing shows up. The search URL is built properly (you see the RequestorOp=LIKE&ValueOfRequestor=foo in the location bar URL at least) but no tickets. Found this when searching the list archives to see if anyone else reported it. Nobody seemed to respond to Daniel. I'm Cc'ing the bug report queue. Unlike Daniel, I haven't done any changes to my SQL so he's correct that this wasnt the cause of his problem. All searches for other fields seem to work, just not searches on requestor email addresses. http://lists.fsck.com/pipermail/rt-users/2004-March/021226.html Daniel E. Eisenbud eisenbud at cbio.mskcc.org Tue Mar 2 11:38:54 EST 2004 I recently upgraded from RT 3.0.5 to 3.0.9. While I was at it, I added the suggested indices and converted from myISAM to InnoDB tables, though I doubt that those things caused the problem I'm seeing now. Searching for requestors' email addresses seems not to work at all. I enter an address, hit search, RT thinks for a while, and then shows a list of tickets, but the same list as before. And the search term hasn't been added to the list of search terms. Do I need to do something like force perl to more thoroughly reload things, or? I've restarted apache since the upgrade, of course, and 3.0.9 besides that seems to be running just fine. -Dan From baumgart at cae.wisc.edu Wed Mar 31 12:13:57 2004 From: baumgart at cae.wisc.edu (Jeremy Baumgartner) Date: Wed, 31 Mar 2004 11:13:57 -0600 Subject: [rt-users] Scripted user creation Message-ID: <1080753236.609.35.camel@popcorn> Given: A list of users and what groups they should be in. We want: Automatic creation/disabling of RT users according to the list of users Automatic addition/deletion of users from groups according to lists I've written a perl script to handle all the work of doing this, so we can run it every so often to generate accounts for new hires and disable for those leaving. I'm using code from the script pointed to in the wiki: http://www.bestpractical.com/pub/rt/contrib/3.0/Other/rtadduser Unfortunately, it does not work. I recieve no errors, but nothing is changed in RT. No users are created, and no users are disabled. Using: RT 3.0.10pre1 Solaris 8 Apache MySQL Any information would be greatly appreciated. -- Jeremy Baumgartner CAE UNIX Systems Staff "Debugging is twice as hard as writing the code in the first place. Therefore, if you write the code as cleverly as possible, you are, by definition, not smart enough to debug it." - Brian W. Kernighan From vivek at khera.org Wed Mar 31 12:34:59 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 31 Mar 2004 12:34:59 -0500 Subject: [rt-users] Re: InnoDB questions In-Reply-To: <1080719766.25740.20.camel@sr-egmp02-02> References: <20040331004705.A76011146F@pallas.eruditorum.org> <1080719766.25740.20.camel@sr-egmp02-02> Message-ID: On Mar 31, 2004, at 2:56 AM, Rick Ellis wrote: > Innodb files sometimes get corrupted, resulting in us losing all data. > I > now do a mysqldump every hour because I have no faith in the database > back-end. > Why on earth would you continue to use such a system that is so fragile? There are alternatives within RT... -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From Greg.Deickman at coaccess.com Wed Mar 31 12:47:54 2004 From: Greg.Deickman at coaccess.com (Greg Deickman) Date: Wed, 31 Mar 2004 10:47:54 -0700 Subject: [rt-users] RT3 w/ MySQL to RT3 w/ Oracle? Message-ID: Hello, I have been using RT3 with MySQL for about 9 months now. We are now in the process of upgrading the back-end to Oracle. I have successfully configured 3.0.10 and am running on Oracle in a test environment. The problem I am having is porting the binary attachments table from MySQL to Oracle. I have used a couple of programs/raw backup sqlldr to try and port the data from MySQL to oracle. We have been successful in importing all tables except Attachments and Sessions. The problem is the attachments will import fine and I can see them in the new RT instance, but if I have a binary (.doc, .pdf) file and try opening the file from RT the data is corrupt. If we change the Oracle Attachments table structure of the Headers and Contents from CLOB to BLOB, the import works and I am able to see all the attachments, but the rest of RT breaks when creating new attachments (that was assumed, but we wanted to test). So, the main questions I have are: 1. Is there any type of script like the rt2-to-rt3 import script, but with rt3-to-rt3. This I think would be the cleanest port. 2. Is the Sessions table something I need to port from MySQL to Oracle. It seems like it might be the active sessions information. 3. Has anyone tried to export RT3 data from MySQL and import it into Oracle. Have you run into issues with binary attachments? Environment: Old setup: RT3 v 3.0.4 with MySQL and Perl 5.6 on RHAS v2.1 Apache 1.2 ModPerl about 4000 tickets. New setup: RT3 v 3.0.10 with Oracle 9i (9.2.0.4) and Perl 5.8 on RHEL v3.0 Apache 2.0 ModPerl Thanks. Greg Deickman System Integration Engineer Colorado Access CONFIDENTIALITY NOTICE: If you are not the intended recipient of this electronic message, you are hereby notified that any disclosure, copying, distribution, or action taken in reliance on the contents of this document is strictly prohibited. If you received this information in error, please notify the sender immediately and arrange for the return or destruction of this document. <<<>>> -------------- next part -------------- An HTML attachment was scrubbed... URL: From murple at murple.net Tue Mar 30 21:13:25 2004 From: murple at murple.net (Craig Schenk) Date: Tue, 30 Mar 2004 21:13:25 -0500 (EST) Subject: [rt-users] RE: HTML stripper In-Reply-To: Message-ID: Suppose the script would help... -------------- next part -------------- A non-text attachment was scrubbed... Name: htmldump Type: application/octet-stream Size: 4239 bytes Desc: htmldump URL: From dmd at speakeasy.org Wed Mar 31 14:27:52 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 31 Mar 2004 11:27:52 -0800 (PST) Subject: [rt-users] Reopening 'resolved' ticket Message-ID: Dear list, Unfortunately, in the real world, some customers might feel replying to a closed ticket is their best option. Currently, this would result in a comment going into the ticket, but we would never see the comment, because the ticket was closed and remained closed. We want to be able to accommodate this, and have the queue reopen the ticket that we previously resolved, if the customer replies to the closed-ticket mail. Yes, its a 'mistake' to close a ticket before the customer is finished. But sometimes the customer is not accommodating of ticketing systems! Sometimes the customer waits a week, or is away, then replies to a mail that says "ticket is resolved." We can yell at them to open a new ticket, but that doesn't always work. We want to be able to reopen a ticket if the customer replies to it, even if its closed. (and subject remains intact, of course). If the subject line stays intact, their reply goes into the ticket. But currently the ticket isnt reopened. What needs to be created (what scrip?) to make the replied-to ticket reopened? There was a discussion of this in RT2.0 - 2.2, but I found nothing after that, this is for RT3.0 . The wiki had some resolve scrips but nothing to reopen via email a resolved ticket. Thanks, any help appreciated! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From Joseph_Micciche at Progressive.com Wed Mar 31 14:39:21 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 31 Mar 2004 14:39:21 -0500 Subject: Subject: [rt-users] Reopening 'resolved' ticket Message-ID: ************ Currently, this would result in a comment going into the ticket, but we would never see the comment, because the ticket was closed and remained closed. We want to be able to accommodate this, and have the queue reopen the ticket that we previously resolved, if the customer replies to the closed-ticket mail. ************ AFAIK email to a resolved ticket reopens the ticket by default in RT, and where the post-resolved email goes depends on your scrips. Our RT is stock - if the requestor replies to a resolved ticket, ticket is reopened, email goes to requestor, admincc, watchers. Have you modified scrips that prevent this? Joe Micciche From m-liebman at northwestern.edu Wed Mar 31 14:49:14 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 31 Mar 2004 14:49:14 -0500 Subject: [rt-users] Reopening 'resolved' ticket In-Reply-To: References: Message-ID: <20040331194914.GA7845@SDF.LONESTAR.ORG> On Wed, Mar 31, 2004 at 11:27:52AM -0800, Dave Dennis wrote: > What needs to be created (what scrip?) to make the replied-to ticket reopened? On Correspond Open Tickets with template Blank This is one of the default global scrips. 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 jesse at bestpractical.com Wed Mar 31 14:56:13 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 31 Mar 2004 14:56:13 -0500 Subject: [rt-users] Microsoft SQL Server Support? In-Reply-To: <1FA38D3D58DDD211B18300A024B358C00A2D5CA0@corp-exchange> References: <1FA38D3D58DDD211B18300A024B358C00A2D5CA0@corp-exchange> Message-ID: <7701566A-834D-11D8-A53A-000A95AA631E@bestpractical.com> On Mar 31, 2004, at 9:06 AM, Tyler Hepworth wrote: > Does anyone know if there is currently a working implementation for > Microsoft SQL Server support? If not, is there a projected date for > this > feature to be available? I would like to use RT at my company, but > they say > no unless it will use SQL Server as the backend. There isn't currently support in RT for MS SQL server and we're unlikely to develop such functionality, except as a customer-sponsored project. Best, Jesse Vincent Best Practical > Thanks, > > Tyler Hepworth > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Mar 31 15:02:13 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 31 Mar 2004 15:02:13 -0500 Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? In-Reply-To: References: Message-ID: <4D7E33EB-834E-11D8-A53A-000A95AA631E@bestpractical.com> Please DO NOT send mail to rt-users and rt-bugs at the same time. It causes ticket-storms in RT when users reply to the mailinglist and submit a new bug at the same time. IIRC, a fix that made it into 3.0.10 resolved dan's issues. On Mar 31, 2004, at 12:12 PM, Craig Schenk wrote: > A user of mine reported the same bug to me today. I verified it. As > Daniel > here reported in his several posts to the list earlier this month, > turning on > debugging shows nothing at all regarding the issue. If you go to start > a new > search, and try any search on requestor email address (contains, is, > is not, > etc) nothing shows up. The search URL is built properly (you see the > RequestorOp=LIKE&ValueOfRequestor=foo in the location bar URL at > least) but no > tickets. > > Found this when searching the list archives to see if anyone else > reported it. > Nobody seemed to respond to Daniel. I'm Cc'ing the bug report queue. > > Unlike Daniel, I haven't done any changes to my SQL so he's correct > that this > wasnt the cause of his problem. All searches for other fields seem to > work, > just not searches on requestor email addresses. > > > http://lists.fsck.com/pipermail/rt-users/2004-March/021226.html > > Daniel E. Eisenbud eisenbud at cbio.mskcc.org > Tue Mar 2 11:38:54 EST 2004 > > I recently upgraded from RT 3.0.5 to 3.0.9. While I was at it, I added > the suggested indices and converted from myISAM to InnoDB tables, > though > I doubt that those things caused the problem I'm seeing now. > > Searching for requestors' email addresses seems not to work at all. I > enter an address, hit search, RT thinks for a while, and then shows a > list of tickets, but the same list as before. And the search term > hasn't been added to the list of search terms. > > Do I need to do something like force perl to more thoroughly reload > things, or? I've restarted apache since the upgrade, of course, and > 3.0.9 besides that seems to be running just fine. > > -Dan > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.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: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Mar 31 15:11:33 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 31 Mar 2004 15:11:33 -0500 Subject: [rt-users] Multiple RTs from a single code base? In-Reply-To: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> References: <6892716$1080735194406ab5dac4c361.17677282@config17.schlund.de> Message-ID: <9ACE0A40-834F-11D8-A53A-000A95AA631E@bestpractical.com> > > The company I need this for has a number of customers that are > managed seperately but have an identical setup and service processes. > I want to avoid stuffing everything in a single RT and having to > manage 25 times 3 queues each and 25 times say 15 customer-users > each etc. But it seems I'll have to do that anyway....or get 25 > machines > ;-) Or you could use FastCGI and separate RT instances with a single webserver. But really, I'm still not sure how 25 instances x 3 queues per instance is harder to manage than one instance with 75 queues. JEsse -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jesse at bestpractical.com Wed Mar 31 15:40:14 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 31 Mar 2004 15:40:14 -0500 Subject: [rt-users] CLI Docs for RT 3.0.9 In-Reply-To: <200403311624.i2VGOdr20140@ack.Berkeley.EDU> References: <200403311624.i2VGOdr20140@ack.Berkeley.EDU> Message-ID: <9D1ADC56-8353-11D8-87D2-000A95AA631E@bestpractical.com> On Mar 31, 2004, at 11:24 AM, Mike Friedman wrote: > Hi, > > Sorry for what is really an elementary question, but I just joined the > list. I'm in the process of investigating RT 3.0.9 with the prospect > of upgrading from 2.0.15 that we run now. > > One thing I'm particularly interested in is documentation for the CLI, > especially to find out what may have changed/improved in this area with > 3.0.9. > > Try as I might, I can't find anything except the online manual that > seems > to contain the same (inadequate, unfortunately) CLI docs that we had > with > 2.0.15. I've downloaded 3.0.9 and looked in the distribution but still > can't find the docs I'm seeking. Could you point me to any new CLI > docs > that might exist for 3.0.9? /opt/rt3/bin/rt --help > We have many scripts that use the CLI, in order to interface with > various > external processes. I'd like to know how they would fare under 3.0.9 > and, > in fact, I'm holding out hope that there's a true API(*) in the new > release, > rather than just the primitive CLI we have now. RT's had a proper API since RT 2.0. It's in perl. If you're going to be doing serious scripting against RT, use the API, not a wrapper around the commandline tool. It'll make your life much easier, really. > -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From jeany.berube at adsinc.ca Wed Mar 31 15:44:56 2004 From: jeany.berube at adsinc.ca (Jean-Yan Beube) Date: Wed, 31 Mar 2004 15:44:56 -0500 Subject: [rt-users] Re: Web interface: acces denied In-Reply-To: <1080747788.3128.6.camel@ads1403.adsinc.ca> References: <1080747788.3128.6.camel@ads1403.adsinc.ca> Message-ID: <1080765896.3128.33.camel@ads1403.adsinc.ca> I managed to find in my apache error_log this: [warn] FastCGI: server "/opt/rt3/bin/mason_handler/.fcgi" terminated by calling exit with status '25' What is status 25? I have been googleing for a while, without finding anything usefull. I need your help. On Wed, 2004-03-31 at 10:43, Jean-Yan Beube wrote: > Hi everyone! > > First of all, i am not very used to webservers. > > I'm running RT on apache 2 with FastCGI support, but when i try to > connect with my browser i get this: > > Forbidden > You don't have permission to access /index.html on this server. > > It was not what i expected ;) > > Can someone help? > > Jean-Yan B?rub? > ADS inc. From dmd at speakeasy.org Wed Mar 31 15:55:42 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 31 Mar 2004 12:55:42 -0800 (PST) Subject: [rt-users] making url's active in tickets Message-ID: Dear List, When tickets are sent and the customer includes a url, the url is appearing in the ticket as static text. Is there a scrip or a configuration option to make those links appear as linkable? Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From Paul.Barmaksezian at Overture.com Wed Mar 31 15:42:49 2004 From: Paul.Barmaksezian at Overture.com (Paul Barmaksezian) Date: Wed, 31 Mar 2004 12:42:49 -0800 Subject: [rt-users] Status when Resolving Ticket Message-ID: It seems like the process RT goes through on ticket resolution is to first put the comment on the ticket and then change the status to resolved. Seems like 2 separate steps. We have the comment being sent to Admin CCs, but we'd like to only send that if the status is NOT being changed to resolved. Any tips on changing the scrip condition to check whether the new status is "resolved" before sending the comment? Is there a $Ticket->NewStatus vs $Ticket->OldStatus? Even if there was, it seems like RT's process has this as 2 separate steps (send comment and then change status separately) - any thing we can do here? Paul -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmd at speakeasy.org Wed Mar 31 15:57:16 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 31 Mar 2004 12:57:16 -0800 (PST) Subject: [rt-users] Reopening 'resolved' ticket In-Reply-To: <20040331194914.GA7845@SDF.LONESTAR.ORG> References: <20040331194914.GA7845@SDF.LONESTAR.ORG> Message-ID: Thanks! That got it. The global scrips are all in place, but this queue was not using globals, because it was a unique queue with lots of special needs (compared to default RT) +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 31 Mar 2004, Michael S. Liebman wrote: > On Wed, Mar 31, 2004 at 11:27:52AM -0800, Dave Dennis wrote: > > What needs to be created (what scrip?) to make the replied-to ticket reopened? > > On Correspond Open Tickets with template Blank > > This is one of the default global scrips. > > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" > From tim_wilson at hopkins.k12.mn.us Wed Mar 31 16:39:46 2004 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Wed, 31 Mar 2004 15:39:46 -0600 Subject: [rt-users] making url's active in tickets In-Reply-To: Message-ID: On 3/31/04 2:55 PM, "Dave Dennis" wrote: > When tickets are sent and the customer includes a url, > the url is appearing in the ticket as static text. If you're talking about the emails that RT generates, then making the URL an actual hyperlink would be the job of the email client. RT sends plain text emails, but most mail clients these days will automatically generate a hyperlink when it recognizes a URL in the body of the message. It may be a configurable option in the mail client preferences. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 From dmd at speakeasy.org Wed Mar 31 16:42:50 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 31 Mar 2004 13:42:50 -0800 (PST) Subject: [rt-users] making url's active in tickets In-Reply-To: References: Message-ID: Actually no. Sorry if not clear: I was talking about when a customer opens up a ticket, and that ticket includes a link. The link isn't active in the ticket, its static text. I'm looking for a way to make the links in tickets be actual links. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- On Wed, 31 Mar 2004, Tim Wilson wrote: > On 3/31/04 2:55 PM, "Dave Dennis" wrote: > > > When tickets are sent and the customer includes a url, > > the url is appearing in the ticket as static text. > > If you're talking about the emails that RT generates, then making the URL an > actual hyperlink would be the job of the email client. RT sends plain text > emails, but most mail clients these days will automatically generate a > hyperlink when it recognizes a URL in the body of the message. It may be a > configurable option in the mail client preferences. > > -Tim > > -- > Timothy Wilson > Technology Integration Specialist > Hopkins ISD #270, Hopkins, MN, USA > ph: 952.988.4103 fax: 952.988.4311 AIM: tis270 > > From mikef at ack.Berkeley.EDU Wed Mar 31 17:16:55 2004 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 31 Mar 2004 14:16:55 -0800 (PST) Subject: [rt-users] CLI Docs for RT 3.0.9 In-Reply-To: <9D1ADC56-8353-11D8-87D2-000A95AA631E@bestpractical.com> from "Jesse Vincent" at Mar 31, 2004 03:40:14 PM Message-ID: <200403312216.i2VMGt525933@ack.Berkeley.EDU> On Wed Mar 31 12:40:14 2004, Jesse Vincent said: > /opt/rt3/bin/rt --help Jesse, That's good to know. Unfortunately, I guess I'd have to install RT in order for that to work and I'd like to see the docs now before going through the install process. Especially since I don't yet have a machine on which I want to install the various perl modules (not to mention upgrading our version of perl). Is there any way I could see the docs somewhere else? > RT's had a proper API since RT 2.0. It's in perl. If you're going to be > doing serious scripting against RT, use the API, not a wrapper around > the commandline tool. It'll make your life much easier, really. I wish I had known that (especially since all my scripts are in perl)! Unfortunately, on 2.0.15, 'rt -h' shows only the basic CLI docs (which is how I found out about it). I take it then, from what you've said above, that 'rt -h' on 3.0.9 will show the information about the real API. Anyway, I would like to see the latter before actually installing RT 3.0.9, which may not happen for quite a while here. Thanks. Mike ------------------------------------------------------------------------------ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu ------------------------------------------------------------------------------ From pdh at bestpractical.com Wed Mar 31 17:23:22 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 1 Apr 2004 08:23:22 +1000 Subject: [rt-users] RT issues In-Reply-To: <1080720670.25740.36.camel@sr-egmp02-02> References: <20040331004705.A76011146F@pallas.eruditorum.org> <1080720670.25740.36.camel@sr-egmp02-02> Message-ID: <20040331222322.GF9966@bne.snapgear.com> Rick Ellis wrote: > Firstly, as detailed in my previous email to the alias, we are seeing > total data loss from the InnoDB files, resulting in a restore being > required. > > This happens even if the database is shutdown cleanly and properly. We > currently do a database mysqldump every hour to try to minimise the data > loss. Any Mysql experts out there want to give me some suggestions to > track the problem down? The MySQL mailing lists are over at lists.mysql.com; it sounds like you might have found a bug the MySQL folks ought to know about... -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt at chaka.net Wed Mar 31 16:45:43 2004 From: rt at chaka.net (Todd Chapman) Date: Wed, 31 Mar 2004 16:45:43 -0500 Subject: [rt-users] RE: HTML stripper In-Reply-To: References: Message-ID: <20040331214543.GE15337@chaka.net> I tried your script. When I replied to an e-mail from RT your script stripped the subject... and the content. Here is the attachment info from the RT database. Only this header survives. X-RT-Original-Encoding: iso-8859-1 Content-Length: 0 On Tue, Mar 30, 2004 at 09:13:25PM -0500, Craig Schenk wrote: > Suppose the script would help... > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm From pdh at bestpractical.com Wed Mar 31 17:42:01 2004 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 1 Apr 2004 08:42:01 +1000 Subject: [rt-users] Re: Web interface: acces denied In-Reply-To: <1080765896.3128.33.camel@ads1403.adsinc.ca> References: <1080747788.3128.6.camel@ads1403.adsinc.ca> <1080765896.3128.33.camel@ads1403.adsinc.ca> Message-ID: <20040331224201.GG9966@bne.snapgear.com> Jean-Yan Beube wrote: > [warn] FastCGI: server "/opt/rt3/bin/mason_handler/.fcgi" terminated by > calling exit with status '25' Does it really say "mason_handler/.fcgi"? With the slash and all? -- ?|? http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From dmd at speakeasy.org Wed Mar 31 17:50:10 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 31 Mar 2004 14:50:10 -0800 (PST) Subject: [rt-users] Ordering and sorting default Message-ID: Dear List, Is there any way to make the Ordering and Sorting default to either Unlimited or 100 instead of 50 ? Sorry if this is a too-easy/lame request .. Did check archives / wiki. +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From M.B.Norton at bath.ac.uk Wed Mar 31 18:07:28 2004 From: M.B.Norton at bath.ac.uk (M B Norton) Date: Thu, 1 Apr 2004 00:07:28 +0100 (BST) Subject: [rt-users] Problem with searching for requestor email address in RT 3.0.9? In-Reply-To: Message-ID: Craig, could this be a problem with the version of DBIx::SearchBuilder you're using? Have you got version 0.97 installed? Upgrading to 0.97 definitely fixed some search on owner problems users were experiencing here. Max > A user of mine reported the same bug to me today. I verified it. As Daniel > here reported in his several posts to the list earlier this month, turning on > debugging shows nothing at all regarding the issue. If you go to start a new > search, and try any search on requestor email address (contains, is, is not, > etc) nothing shows up. The search URL is built properly (you see the > RequestorOp=LIKE&ValueOfRequestor=foo in the location bar URL at least) but no > tickets. > > Found this when searching the list archives to see if anyone else reported it. > Nobody seemed to respond to Daniel. I'm Cc'ing the bug report queue. > > Unlike Daniel, I haven't done any changes to my SQL so he's correct that this > wasnt the cause of his problem. All searches for other fields seem to work, > just not searches on requestor email addresses. > > > http://lists.fsck.com/pipermail/rt-users/2004-March/021226.html > > Daniel E. Eisenbud eisenbud at cbio.mskcc.org > Tue Mar 2 11:38:54 EST 2004 > > I recently upgraded from RT 3.0.5 to 3.0.9. While I was at it, I added > the suggested indices and converted from myISAM to InnoDB tables, though > I doubt that those things caused the problem I'm seeing now. > > Searching for requestors' email addresses seems not to work at all. I > enter an address, hit search, RT thinks for a while, and then shows a > list of tickets, but the same list as before. And the search term > hasn't been added to the list of search terms. > > Do I need to do something like force perl to more thoroughly reload > things, or? I've restarted apache since the upgrade, of course, and > 3.0.9 besides that seems to be running just fine. > > -Dan > > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > From asterr at pobox.com Wed Mar 31 18:46:58 2004 From: asterr at pobox.com (asterr) Date: Thu, 1 Apr 2004 08:46:58 +0900 (JST) Subject: [rt-users] RT issues In-Reply-To: <1080720670.25740.36.camel@sr-egmp02-02> Message-ID: WRT to priority escalation, RT::Action::EscalatePriority is only intended to be run once a day. I believe it only calculates the days left before the due date and does something like: $CURPRI + ( ($FINALPRI - $CURPRI) / $DAYSLEFT ) If no due date is set, it just does $CURPRI++. You could probably customize the code to deal with smaller timeslices. On Wed, 31 Mar 2004, Rick Ellis wrote: > Hi Guys, > > These issues have been observed in perl 5.8.0 -> 5.8.3 with RT 3.0.8 -> > 3.0.10 and latest version of CPAN modules. > > We are currently seeing two issues, which concern us as part of our plan > to roll out RT. Its not a hardware problem as it has been observed on > two different sets of Hardware with two different versions of Solaris. > > Firstly, as detailed in my previous email to the alias, we are seeing > total data loss from the InnoDB files, resulting in a restore being > required. > > This happens even if the database is shutdown cleanly and properly. We > currently do a database mysqldump every hour to try to minimise the data > loss. Any Mysql experts out there want to give me some suggestions to > track the problem down? > > Secondly, rt-crontool seems extremely arbitrary in its escalation. > > For example, our queues are set to start at 1 and escalate to 99 over a > 2 day period. A tester submitted a ticket and 7 minutes later > rt-crontool did its scheduled run and escalated the ticket to 50. I then > manually ran rt-crontool again 5 minutes later ( so the ticket is only > 12 minutes old) and it escalated again to 99. > > This clearly cannot be right. After 7 minutes it shouldn't have > escalated at all. After 12 hours, I would expect it to be at priority > 25. > > Is there a way to make rt-crontool or RT::Action::Escalate a little more > discerning? > > Thanks > > -- > Rick Ellis > > _______________________________________________ > rt-users mailing list > rt-users at lists.bestpractical.com > http://lists.bestpractical.com/mailman/listinfo/rt-users > > Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm > > > From dmd at speakeasy.org Wed Mar 31 20:11:45 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Wed, 31 Mar 2004 17:11:45 -0800 (PST) Subject: [rt-users] selecting tickets from queue Message-ID: Dear List, Is there a way to go to a queue, display N tickets, then select manually the tickets from the queue for processing? Refining Search isn't always the answer, because the criteria might be too varied. Its one of those things where the human eye knows we want to close *these* 12 tickets, but that describing what "these" are is not readily possible via the "Refine search" method. Most ticketing systems have a highlight box next to the line-item ticket. Its not a strange idea. Searching is a wonderful way to pick tickets, but sometimes you just have to eyeball the ones you want and pick them out. If this is possible could somebody please point me at the solution. Thanks! +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From vinita at cs.mu.OZ.AU Wed Mar 31 21:06:40 2004 From: vinita at cs.mu.OZ.AU (vinita vigine MURUGIAH) Date: Thu, 01 Apr 2004 12:06:40 +1000 Subject: [rt-users] extra status Message-ID: <406B7930.2060603@cs.mu.oz.au> HI I'm planing to have some intermediate status, RT/Queue_Overlay.pm::@ACTIVE_STATUS = qw(new open stalled reopened waiting), will it work?? Do I need to do any other changes?? Thanks -- warm regards Vinita Vigine Murugiah Email : vinita at cs.mu.oz.au Ph : (03) 8344 1273 -------------- next part -------------- An HTML attachment was scrubbed... URL: From pjsm at fct.unl.pt Wed Mar 31 12:50:57 2004 From: pjsm at fct.unl.pt (Paulo Matos) Date: Wed, 31 Mar 2004 18:50:57 +0100 (WEST) Subject: [rt-users] Web interface: acces denied In-Reply-To: <1080747788.3128.6.camel@ads1403.adsinc.ca> References: <1080747788.3128.6.camel@ads1403.adsinc.ca> Message-ID: On Wed, 31 Mar 2004, Jean-Yan Beube wrote: > I'm running RT on apache 2 with FastCGI support, but when i try to > connect with my browser i get this: > > Forbidden > You don't have permission to access /index.html on this server. It seems that you hava a "permission" problem... try to check what are the permissions of index.html (is it readable to anyone?) Next time, provide a little bit more information, or better, try looking at apache's error.log, syslog ... you might get more info there. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Servi?o de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ----------------------------------