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" <darren at dazza.org>
To: <rt-users at lists.fsck.com>
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" <darren at dazza.org>
To: <rt-users at lists.fsck.com>
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: <gb at lists.debian.org>
> 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 <sales at hylafax.org>; Thu, 18 Apr
2002
> 01:17:00 -0700 (PDT)
> From: <gb at lists.debian.org>
> 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:
> > 
> > <Form Action="post" Method="POST" .......
> > 
> > 
> > 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 <Richard.Ellis at Sun.COM>



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, <GEN44> 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, <GEN44> 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, <GEN44> 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, <GEN44> 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  



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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

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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                                   <adam hirsch>
Stay there                                         <http://web.baz.org/~adam/>
And we will stay on earth                                       <adam at baz.org>
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
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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: <DC5AA20E-6B8B-11D8-8564-000A95AA631E@bestpractical.com>


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: <DC5AA20E-6B8B-11D8-8564-000A95AA631E@bestpractical.com>
References: <18a5517ec5.17ec518a55@eris-mail1.uk.sun.com>	<4041EF5C.7080709@ece.utk.edu>	<1078124726.57031.4.camel@sr-egmp03-02>
	<DC5AA20E-6B8B-11D8-8564-000A95AA631E@bestpractical.com>
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
<http://200.17.63.80/rt/#raw>--------------------------------------------------------------------------------------------
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: <E11AACF4E803D411BB240050DA0687082A539C@mbs-comm.mbs42.internet>

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" 
<T.Lettenbauer at MBS42.de>:

> 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
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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'};
          <tr>
            <td class="right"><% $CFV->Name %> </td>
            <td class="left"><% $CFV->Description %> </td>
          </tr>
%  }
% }

<%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."));

</%INIT>

<%ARGS>
$Queue  => 35
$CF     => undef
$CFV    => undef
</%ARGS>


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
> <http://200.17.63.80/rt/#raw>--------------------------------------------------------------------------------------------
> 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: <mailman.0.1077932245.23104.rt-users@lists.bestpractical.com>
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 <RT_DIR>/share/html/Ticket/Update.html
<RT_DIR>/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.

<tr><td align=right>Stock Answer:</td><td><& /Ticket/ShowStockAnswers,
Queue => $TicketObj->QueueObj->Name &></td></tr>


Copy StockAnswers.html & ShowStockAnswers  (from your RT2 install or
download it from the contrib di) into the same directory as above 
(<RT_DIR>/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:
<RT_DIR>/local/templates/<queue_name>/<stock_answer>

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, <GEN44> 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: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>
#38/75 -
 Scrip 4  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>  No
reci
pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>
#38/75 -
 Scrip 5  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>  No
reci
pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>
#38/75 -
Scrip 6  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>  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=<rt at mba.aiias.edu>,
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: <NFEFIFCENEEGLPOODNOOAEAACFAA.torsten.brumm@kuehne-nagel.com>

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: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>
> #38/75 -
>  Scrip 4  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
> Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>  No
> reci
> pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
> Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>
> #38/75 -
>  Scrip 5  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
> Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>  No
> reci
> pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
> Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>
> #38/75 -
> Scrip 6  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
> Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>  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=<rt at mba.aiias.edu>,
> 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: <NFEFIFCENEEGLPOODNOOAEAACFAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOAEAACFAA.torsten.brumm@kuehne-nagel.com>
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: <NFEFIFCENEEGLPOODNOOIEAFCFAA.torsten.brumm@kuehne-nagel.com>

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: <NFEFIFCENEEGLPOODNOOOEAFCFAA.torsten.brumm@kuehne-nagel.com>

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: <NFEFIFCENEEGLPOODNOOOEAFCFAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOOEAFCFAA.torsten.brumm@kuehne-nagel.com>
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: <NFEFIFCENEEGLPOODNOOGEAGCFAA.torsten.brumm@kuehne-nagel.com>

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 --------------
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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: <NFEFIFCENEEGLPOODNOOGEAGCFAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOGEAGCFAA.torsten.brumm@kuehne-nagel.com>
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: <NFEFIFCENEEGLPOODNOOGEAHCFAA.torsten.brumm@kuehne-nagel.com>

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: <NFEFIFCENEEGLPOODNOOGEAHCFAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOGEAHCFAA.torsten.brumm@kuehne-nagel.com>
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
> 
> 
> 

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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: <NFEFIFCENEEGLPOODNOOOEALCFAA.torsten.brumm@kuehne-nagel.com>

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: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>
>>#38/75 -
>> Scrip 4  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>
> 
> No
> 
>>reci
>>pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>
>>#38/75 -
>> Scrip 5  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>
> 
> No
> 
>>reci
>>pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>
>>#38/75 -
>>Scrip 6  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>  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=<rt at mba.aiias.edu>,
> 
>>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: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>
>>#38/75 -
>> Scrip 4  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.17.8335604243324 at mba.aiias.edu>
> 
> No
> 
>>reci
>>pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>
>>#38/75 -
>> Scrip 5  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.11.9769624133094 at mba.aiias.edu>
> 
> No
> 
>>reci
>>pients found. Not sending.  (/usr/share/perl5/RT/Action/SendEmail.pm:257)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>
>>#38/75 -
>>Scrip 6  (/usr/share/perl5/RT/Action/SendEmail.pm:92)
>>Mar  2 15:32:54 mba RT: <rt-3.0.9-38-75.12.697119316811 at mba.aiias.edu>  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=<rt at mba.aiias.edu>,
> 
>>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: <NFEFIFCENEEGLPOODNOOKEBCCFAA.torsten.brumm@kuehne-nagel.com>

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
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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: <NFEFIFCENEEGLPOODNOOKEBCCFAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOKEBCCFAA.torsten.brumm@kuehne-nagel.com>
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
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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: <FA5264FF6C742D42B309ED672B5E7E1E098C75@ausexm1>
References: <FA5264FF6C742D42B309ED672B5E7E1E098C75@ausexm1>
Message-ID: <20040302161640.31648.qmail@oak.oeko.net>


Hello,

On Thu, 29.01.2004 at 01:22:31 -0600, Jim Rowan <jim.rowan at starcore-dsp.com> 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: <NFEFIFCENEEGLPOODNOOAEBJCFAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOAEBJCFAA.torsten.brumm@kuehne-nagel.com>
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: <w52vfln5ha8.fsf@lame.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 <support-rt at oeko.net> 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 <eisenbud at cbio.mskcc.org> 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;
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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: <XFMail.20040302122215.murple@murple.net>

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: <F91A4595AD95A64C9DD1154F18ECD0B40466AC@exchg01-bur.search.corpsys.p4pnet.net>

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!


 <<ConfirmNewTicket.html>> 

 <<Create.html>> 

Paul

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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: <XFMail.20040302122215.murple@murple.net>
References: <XFMail.20040302122215.murple@murple.net>
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: <D8C1276C-6C9C-11D8-8784-000A95AF033C@bestpractical.com>

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: <XFMail.20040302122215.murple@murple.net>
References: <XFMail.20040302122215.murple@murple.net>
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_
                 <adam hirsch> <adam at baz.org> <http://web.baz.org/~adam/>


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: <XFMail.20040302122215.murple@murple.net>
References: <XFMail.20040302122215.murple@murple.net>
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: <XFMail.20040302122215.murple@murple.net>
References: <XFMail.20040302122215.murple@murple.net>
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_              <adam at baz.org>


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
<mailto:internet.abuse at sjrb.ca>(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
<mailto:internet.abuse at sjrb.ca>(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" <ZalafR at Leadingedgegroup.com.au>
To: "'Tremaine Lea'" <tremaine.lea at sjrb.ca>; "'RT users'"
<rt-users at lists.fsck.com>
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
> <mailto:internet.abuse at sjrb.ca>(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" <pdh at snapgear.com>
To: "'RT users'" <rt-users at lists.fsck.com>
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 --------------
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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" <ZalafR at Leadingedgegroup.com.au>
To: "'Tremaine Lea'" <tremaine.lea at sjrb.ca>; "'RT users'"
<rt-users at lists.fsck.com>
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
> <mailto:internet.abuse at sjrb.ca>(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" <pdh at snapgear.com>
To: "'RT users'" <rt-users at lists.fsck.com>
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" <rick.rezinas at qsent.com>
To: "'RT users'" <rt-users at lists.fsck.com>
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 <ZalafR@Leadingedgegroup.com.au> 
	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: <pmessri at earthlink.net>
To: <rt-users at lists.bestpractical.com>; <rt-devel at lists.bestpractical.com>
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" <ZalafR at Leadingedgegroup.com.au>
To: "'Tremaine Lea'" <tremaine.lea at sjrb.ca>; "'RT users'"
<rt-users at lists.fsck.com>
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
> <mailto:internet.abuse at sjrb.ca>(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 <IfDefine SSL> block at the end of httpd.conf:

<VirtualHost x.x.x.x:443>

#  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
<location />
 SetHandler perl-script
 PerlHandler RT::Mason
</location>

  ----- 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


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

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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: <w52ptbu4gig.fsf@lame.message.id>

"Russ Roff" <rroff at stny.rr.com> 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: <OF7B6E0C90.D392A9D0-ONCA256E47.0020952A-CA256E47.00214655@
	ap.ftid.com>
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 <benb at theriver.com>
       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: <XFMail.20040302122215.murple@murple.net>
	<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: <s0463255.062@nw15.mtrc.com>

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. 
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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: <XFMail.20040302122215.murple@murple.net>
	<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
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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: <w52ishm3p6u.fsf@lame.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.
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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: <rt-3.0.9pre6-1401-7493.14.8150542765454@bestpractical.com>
References: <rt-3.0.9pre6-1401-7493.14.8150542765454@bestpractical.com>
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 

<VirtualHost IP>
	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

	<Location />
		SetHandler perl-script
		# PerlHandler RT::Mason
	</Location>
</Virtualhost>

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
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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: <rt-3.0.9pre6-1401-7493.14.8150542765454@bestpractical.com>
	<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
>
> <VirtualHost IP>
> 	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
>
> 	<Location />
> 		SetHandler perl-script
> 		# PerlHandler RT::Mason
> 	</Location>
> </Virtualhost>
>
> 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

<VirtualHost *>
  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/
</VirtualHost>
---

(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: <NFEFIFCENEEGLPOODNOOOEEPCFAA.torsten.brumm@kuehne-nagel.com>

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: <webservice at domain.de, rtadmin at domain.de>
Subject: Test mit Umlauten: aou AOU ?
Date: Wed, 3 Mar 2004 19:17:02 +0100
To: <auktion at greencircle.de>
From: "HAM MI-IH / Torsten Brumm" <torsten.brumm at kuehne-nagel.com>

aou AOU ?




And in the Auktion Queue:

Wed Mar 03 19:10:03 2004  torsten.brumm at kuehne-nagel.com - Ticket created
CC: <webservice at domain.de, rtadmin at domain.de>
Subject: Und noch ein Test mit Umlauten: aou AOU ?
Date: Wed, 3 Mar 2004 19:08:06 +0100
To: <auktion at domain.de>
From: "HAM MI-IH / Torsten Brumm" <torsten.brumm at kuehne-nagel.com>

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
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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 <john at chagres.net> 
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
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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 <john at chagres.net> 
> 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: <DB2B06AA28C6DD47A60E6B55CB45CC1B36D9DF@houston.austin.tacc.utexas.edu>


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: <DB2B06AA28C6DD47A60E6B55CB45CC1B36D9DF@houston.austin.tacc.utexas.edu>
References: <DB2B06AA28C6DD47A60E6B55CB45CC1B36D9DF@houston.austin.tacc.utexas.edu>
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: <C7E55B2713BF1E4EB607B3333FDB73E303C16E@mail1.invisibleit.com>

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.
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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
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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

<VirtualHost *>
  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/
</VirtualHost>
-------------



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" <les at futuresource.com>
To: <rt-users at lists.bestpractical.com>
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: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAAC4AAAAAAAAA9tUWdOmOUE+6g2RIHUkSNAEAwYmj7r9QD0mtN+MAvAz3KwAAABnaGwAAEAAAAK+Q3+z0dGxPnTeZXA38CXMBAAAAAA==@musefoundry.com>

Set($RTAddressRegexp , '^(<email1>|<email2>|<email3>|<emai....>)\@.*$');

-----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: <CMM.0.90.4.1078379090.lcs@defiant.mit.edu>

> 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 
<http://page.mi.fu-berlin.de/~pape/rt3/ExtractCustomFieldValues.tgz> or any 
other version from <http://page.mi.fu-berlin.de/~pape/rt3/>

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: <B399452F8D39664CA101DFA306C88F830139098C@TNS-FBU-2E-002.corp.telenor.no>

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);
+     }
         
 </%PERL>
 <TR class="<% $RowNum%2 ? 'oddline' : 'evenline'%>" >                                


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_              <adam at baz.org>


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: <LNBBINKPFIPECAIJEJLNMEGHDMAA.mailbag@anothernet.com>

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: <LNBBINKPFIPECAIJEJLNMEGHDMAA.mailbag@anothernet.com>
References: <40448E74.4070008@acronis.ru>
	<LNBBINKPFIPECAIJEJLNMEGHDMAA.mailbag@anothernet.com>
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 <patchfile

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"


From mailbag at anothernet.com  Thu Mar  4 15:12:13 2004
From: mailbag at anothernet.com (Adolfo Santiago)
Date: Thu, 4 Mar 2004 15:12:13 -0500
Subject: [rt-users] Problem RT3 with Signatures and attachments
In-Reply-To: <20040304194047.GA27444@SDF.LONESTAR.ORG>
Message-ID: <LNBBINKPFIPECAIJEJLNCEGIDMAA.mailbag@anothernet.com>

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 <patchfile
> 
> 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.
<adam at baz.org> <adam hirsch> <http://web.baz.org/~adam/>         - 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: <w52llmg2snv.fsf@lame.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: <E2EF864D43158645BB6FC2A0FE045BF91F1C6F@MAIL1.vonage.net>
References: <E2EF864D43158645BB6FC2A0FE045BF91F1C6F@MAIL1.vonage.net>
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        <adam at baz.org>


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
>
> <VirtualHost *>
>   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/
> </VirtualHost>
> -------------
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> 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

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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: <w52ptbu4gig.fsf@lame.message.id>
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" <rroff at stny.rr.com> 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


================================================
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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.
<adam hirsch> <adam at baz.org> <http://web.baz.org/~adam/>    -- 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: <w52eks72vtk.fsf@lame.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 :/
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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: <EA32AE8D64695A4D9912BAA40B7D31BDF1A655@hermes.corporate.ebcflex.com>

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
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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.
<adam at baz.org>                          - 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: <CD13C707-6F3D-11D8-8BDC-000A95AA631E@bestpractical.com>

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
>
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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: <E1Azi2i-0005ex-C0@calvin.legionhosting.com>

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_
<adam at baz.org>
_______________________________________________
rt-users mailing list
rt-users at lists.bestpractical.com
http://lists.bestpractical.com/mailman/listinfo/rt-users

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



From 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>

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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 <glule at umu.ac.ug> 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 <glule at umu.ac.ug> 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 <glule at umu.ac.ug> 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,
<GEN155> 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: <E27114EB-70D5-11D8-954B-003065664282@altern.org>

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-<databasename> --with-<web-environment>


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: <LKEILKPLDDGEFBILGMMOMEHLCAAA.mboix@cesca.es>

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 <Richard.Ellis at Sun.COM>



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 <Richard.Ellis at Sun.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 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: <E1Azi2i-0005ex-C0@calvin.legionhosting.com>
References: <E1Azi2i-0005ex-C0@calvin.legionhosting.com>
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

<Directory /usr/share/request-tracker3/html/>
 AddDefaultCharset UTF-8
 PerlRequire /usr/share/request-tracker3/libexec/webmux.pl
 SetHandler perl-script
 PerlHandler RT::Mason
</Directory>



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

<Directory /usr/share/request-tracker3/html/>
 AddDefaultCharset UTF-8
 PerlRequire /usr/share/request-tracker3/libexec/webmux.pl
 SetHandler perl-script
 PerlHandler RT::Mason
</Directory>



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 <eisenbud at cbio.mskcc.org> wrote:
> On Tue, Mar 02, 2004 at 11:38:54AM -0500, Daniel E. Eisenbud <eisenbud at cbio.mskcc.org> 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 <eisenbud at cbio.mskcc.org> wrote:
> On Tue, Mar 02, 2004 at 11:52:53AM -0500, Daniel E. Eisenbud <eisenbud at cbio.mskcc.org> wrote:
> > On Tue, Mar 02, 2004 at 11:38:54AM -0500, Daniel E. Eisenbud <eisenbud at cbio.mskcc.org> 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 <eisenbud at cbio.mskcc.org> 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]:
<rt-3.0.8-221-895.12.6503079574066 at privacyinc.com>
 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]:
> <rt-3.0.8-221-895.12.6503079574066 at privacyinc.com>
>  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]:
> <rt-3.0.8-221-895.12.6503079574066 at privacyinc.com>
>  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]:
> > <rt-3.0.8-221-895.12.6503079574066 at privacyinc.com>
> >  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 
> <jesse at bestpractical.com> 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: <DA8CD05FD13EAA46A96152F6915F9D23F9B151@bnyexchange01.barnesandnoble.com>

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: <DA8CD05FD13EAA46A96152F6915F9D23F9B151@bnyexchange01.barnesandnoble.com>
References: <DA8CD05FD13EAA46A96152F6915F9D23F9B151@bnyexchange01.barnesandnoble.com>
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: <DA8CD05FD13EAA46A96152F6915F9D23F9B156@bnyexchange01.barnesandnoble.com>

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: <DA8CD05FD13EAA46A96152F6915F9D23F9B156@bnyexchange01.barnesandnoble.com>
References: <DA8CD05FD13EAA46A96152F6915F9D23F9B156@bnyexchange01.barnesandnoble.com>
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
> 
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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: <FA5264FF6C742D42B309ED672B5E7E1E353398@ausexm1>



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" <darren at dazza.org>
To: <rt-users at lists.fsck.com>
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,
> <GEN155> 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: <F922927DB32CD511AEF000B0D0AAE7969C357B@cbrml1.itsa.gov.au>

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

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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: <BC735C49.E8307%chris.ridd@isode.com>

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: <BC735C49.E8307%chris.ridd@isode.com>
References: <BC735C49.E8307%chris.ridd@isode.com>
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: <BC73658E.E833A%chris.ridd@isode.com>

On 9/3/04 11:51 am, Stephen Quinney
<stephen.quinney at computing-services.oxford.ac.uk> 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: <NEBBJMPDALFCBCMFCGKIKEOEFFAA.m.ludwig@drachenfels.de>

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: <NEBBJMPDALFCBCMFCGKIKEOEFFAA.m.ludwig@drachenfels.de>
References: <NEBBJMPDALFCBCMFCGKIKEOEFFAA.m.ludwig@drachenfels.de>
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: <NEBBJMPDALFCBCMFCGKIKEOIFFAA.m.ludwig@drachenfels.de>

...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: <Pine.LNX.4.58.0403090929500.7051@grace.speakeasy.net>

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:
-----------

<and then the actual article>

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: <E27114EB-70D5-11D8-954B-003065664282@altern.org>
Message-ID: <LNBBINKPFIPECAIJEJLNEEHEDMAA.mailbag@anothernet.com>

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:
-----------

<and then the actual article>

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

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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
<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.

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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 <benb at theriver.com>
       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: <octpvyslxrcbjekavob@lists.fsck.com>

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
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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: <NFEFIFCENEEGLPOODNOOCEPHCFAA.torsten.brumm@kuehne-nagel.com>

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: <octpvyslxrcbjekavob@lists.fsck.com>
References: <octpvyslxrcbjekavob@lists.fsck.com>
Message-ID: <p06010201bc74a5a8f376@[134.184.64.107]>

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: <NFEFIFCENEEGLPOODNOOIEPLCFAA.torsten.brumm@kuehne-nagel.com>

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: <NFEFIFCENEEGLPOODNOOMEPMCFAA.torsten.brumm@kuehne-nagel.com>

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<ARE>
>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
<Location /rt3>
 SetHandler perl-script
 PerlHandler RT::Mason
</Location>

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: <NFEFIFCENEEGLPOODNOOCEPHCFAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOCEPHCFAA.torsten.brumm@kuehne-nagel.com>
Message-ID: <CD75AC80-72AA-11D8-8FBB-000A95AA631E@bestpractical.com>

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
>
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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
> <Location /rt3>
>  SetHandler perl-script
>  PerlHandler RT::Mason
> </Location>
> 
> 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: <p06010201bc74a5a8f376@[134.184.64.107]>
References: <octpvyslxrcbjekavob@lists.fsck.com>
	<p06010201bc74a5a8f376@[134.184.64.107]>
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:

<VirtualHost XXX.XX.XXX.XX>
        ServerName myserver.com
        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8

        PerlModule Apache2 Apache::compat

        PerlModule Apache:DBI
        PerlRequire /opt/rt3/bin/webmux.pl
 
        <Location />
                SetHandler perl-script
                PerlHandler RT:Mason
        </Location>
</VirtualHost>
-----------------------------
-----------------------------
Alias Settings In httpd.conf:

Alias /rt "/usr/src/request_tracker/html"
 
<Directory "/usr/src/request_tracker/html">
   Options Indexes MultiViews
   AllowOverride None
   Order allow,deny
   Allow from all
</Directory>




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: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>

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: <FA5264FF6C742D42B309ED672B5E7E1E098CB3@ausexm1>

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: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>
References: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>
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<email> 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: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net> (David
	M. Dennis's message of "Wed, 10 Mar 2004 08:39:30 -0800 (PST)")
References: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>
Message-ID: <w52k71sd46t.fsf@lame.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: <Pine.LNX.4.58.0403100855020.18076@grace.speakeasy.net>

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: <Pine.LNX.4.58.0403100855020.18076@grace.speakeasy.net>
References: <Pine.LNX.4.58.0403100855020.18076@grace.speakeasy.net>
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: <LKEILKPLDDGEFBILGMMOMEHLCAAA.mboix@cesca.es>
Message-ID: <LKEILKPLDDGEFBILGMMOMEJFCAAA.mboix@cesca.es>

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: <NFEFIFCENEEGLPOODNOOCEPHCFAA.torsten.brumm@kuehne-nagel.com>
	<CD75AC80-72AA-11D8-8FBB-000A95AA631E@bestpractical.com>
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" <jesse at bestpractical.com>
To: "HAM MI-IH / Torsten Brumm" <torsten.brumm at kuehne-nagel.com>
Cc: <rt-users at lists.bestpractical.com>
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

 

 




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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$9406000a@VinnyPavillion>
References: <NFEFIFCENEEGLPOODNOOCEPHCFAA.torsten.brumm@kuehne-nagel.com>	<CD75AC80-72AA-11D8-8FBB-000A95AA631E@bestpractical.com>
	<01c601c406c6$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" <jesse at bestpractical.com>
> To: "HAM MI-IH / Torsten Brumm" <torsten.brumm at kuehne-nagel.com>
> Cc: <rt-users at lists.bestpractical.com>
> 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: <x4ishctup9.fsf@geo0-hel-fi.magenta.net>


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 <vuori at magenta.net>
 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: <BC751810.E8CC9%chris.ridd@isode.com>

On 10/3/04 5:40 pm, Vincent J. Bono <vbono at vinny.org> 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 <apache at william.isode.net> (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 <blalblah>".

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: <BC751810.E8CC9%chris.ridd@isode.com>
References: <BC751810.E8CC9%chris.ridd@isode.com>
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 <vbono at vinny.org> 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 <apache at william.isode.net> (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 <blalblah>".
>
> 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: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>
	<404F47DC.8000407@acronis.ru>
Message-ID: <Pine.LNX.4.58.0403101129310.18076@grace.speakeasy.net>

When I did this (sorry didnt say in mail) the result was this mail header:

From: nobody <nobody at mycompany.net>
Reply-To: my-rt at mycompany.net
To: dmd at speakeasy.org

what I wanted it to be instead was

From: My RT Instance <my-rt at mycompany.net>
Reply-To: My RT Instance <my-rt at mycompany.net>
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<email> 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: <BC751810.E8CC9%chris.ridd@isode.com> (Chris Ridd's message of
	"Wed, 10 Mar 2004 19:08:00 +0000")
References: <BC751810.E8CC9%chris.ridd@isode.com>
Message-ID: <w52fzcgcx2m.fsf@lame.message.id>

> The message content has a 'from' which matches the config in
> RT_SiteConfig.pm, ie "Chris Ridd via RT <blalblah>".
>
> 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: <Pine.LNX.4.58.0403101129310.18076@grace.speakeasy.net>
References: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>
	<404F47DC.8000407@acronis.ru>
	<Pine.LNX.4.58.0403101129310.18076@grace.speakeasy.net>
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 <nobody at mycompany.net>
>  Reply-To: my-rt at mycompany.net
>  To: dmd at speakeasy.org
> 
>  what I wanted it to be instead was
> 
>  From: My RT Instance <my-rt at mycompany.net>
>  Reply-To: My RT Instance <my-rt at mycompany.net>
>  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: <BC751FA5.E8D6E%chris.ridd@isode.com>

On 10/3/04 7:20 pm, Aurel Schwarzentruber <as at sysformance.com> 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: <w52fzcgcx2m.fsf@lame.message.id>
Message-ID: <BC751FE4.E8D6F%chris.ridd@isode.com>

On 10/3/04 7:37 pm, seph <seph at directionless.org> wrote:

>> The message content has a 'from' which matches the config in
>> RT_SiteConfig.pm, ie "Chris Ridd via RT <blalblah>".
>> 
>> 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: <w52fzcgcx2m.fsf@lame.message.id>
Message-ID: <BC751FE4.E8D6F%chris.ridd@isode.com>

On 10/3/04 7:37 pm, seph <seph at directionless.org> wrote:

>> The message content has a 'from' which matches the config in
>> RT_SiteConfig.pm, ie "Chris Ridd via RT <blalblah>".
>> 
>> 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: <w52fzcgcx2m.fsf@lame.message.id>
References: <BC751810.E8CC9%chris.ridd@isode.com>
	<w52fzcgcx2m.fsf@lame.message.id>
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 <blalblah>".
> >
> > 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: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>
	<404F47DC.8000407@acronis.ru>
	<Pine.LNX.4.58.0403101129310.18076@grace.speakeasy.net>
	<20040310143855.6b893d14@andy>
Message-ID: <Pine.LNX.4.58.0403101254070.18076@grace.speakeasy.net>

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 <nobody at mycompany.net>
> >  Reply-To: my-rt at mycompany.net
> >  To: dmd at speakeasy.org
> >
> >  what I wanted it to be instead was
> >
> >  From: My RT Instance <my-rt at mycompany.net>
> >  Reply-To: My RT Instance <my-rt at mycompany.net>
> >  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 <Richard.Ellis at Sun.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 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 <Richard.Ellis at Sun.COM>



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: <C1F9E6C8DD267B498CA721BFA38DD861295DA4@EDENEVS2.asp.ad.uit.no>
References: <C1F9E6C8DD267B498CA721BFA38DD861295DA4@EDENEVS2.asp.ad.uit.no>
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

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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=<supportqueue at domain.dk>, 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

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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: <D7B2973961F26D4C8A75758CD9A1C8F602456C@svrmail001.esabel.com>

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 <Richard.Ellis at Sun.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 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
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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  <pwagland at allshare.nl>
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: <Pine.LNX.4.58.0403111511570.31524@douglas.conostix.com>

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: <BC75E0FA.13368%jrooks@ocic.k12.ok.us>

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: <BC75E0FA.13368%jrooks@ocic.k12.ok.us> (Jeremy Rooks's message
	of "Thu, 11 Mar 2004 09:25:14 -0600")
References: <BC75E0FA.13368%jrooks@ocic.k12.ok.us>
Message-ID: <w52n06nbc8j.fsf@lame.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: <w52n06nbc8j.fsf@lame.message.id>
Message-ID: <BC75EEF3.1338C%jrooks@ocic.k12.ok.us>

RT version 3.0.6.  
MySQL version 4.0.15 Standard

I'm not sure what database settings you are needing?

Jeremy

> From: seph <seph at directionless.org>
> Reply-To: rt-users at lists.fsck.com
> Date: Thu, 11 Mar 2004 11:05:32 -0500
> To: Jeremy Rooks <jrooks at ocic.k12.ok.us>
> Cc: rt-users at lists.bestpractical.com, Tony Griffin <tgriffin at ocic.k12.ok.us>
> 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  <pwagland at allshare.nl>
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: <BC75E0FA.13368%jrooks@ocic.k12.ok.us>
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" <jrooks at ocic.k12.ok.us>
To: <rt-users at lists.bestpractical.com>
Cc: "Tony Griffin" <tgriffin at ocic.k12.ok.us>
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: <BC75EEF3.1338C%jrooks@ocic.k12.ok.us>
References: <BC75EEF3.1338C%jrooks@ocic.k12.ok.us>
Message-ID: <D29B6D3C-7381-11D8-9A0A-003065DC18B8@hamburg.fcb.com>


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

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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: <BC75EEF3.1338C%jrooks@ocic.k12.ok.us> (Jeremy Rooks's message
	of "Thu, 11 Mar 2004 10:24:51 -0600")
References: <BC75EEF3.1338C%jrooks@ocic.k12.ok.us>
Message-ID: <w52fzcfb72q.fsf@lame.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: <BC75E0FA.13368%jrooks@ocic.k12.ok.us>
	<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" <kpietri at nvps.net>
To: "Jeremy Rooks" <jrooks at ocic.k12.ok.us>;
<rt-users at lists.bestpractical.com>
Cc: "Tony Griffin" <tgriffin at ocic.k12.ok.us>
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" <jrooks at ocic.k12.ok.us>
> To: <rt-users at lists.bestpractical.com>
> Cc: "Tony Griffin" <tgriffin at ocic.k12.ok.us>
> 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

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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

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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 <benb at theriver.com>
       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!
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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" <kpietri at nvps.net>
> To: "Jeremy Rooks" <jrooks at ocic.k12.ok.us>;
> <rt-users at lists.bestpractical.com>
> Cc: "Tony Griffin" <tgriffin at ocic.k12.ok.us>
> 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" <jrooks at ocic.k12.ok.us>
> > To: <rt-users at lists.bestpractical.com>
> > Cc: "Tony Griffin" <tgriffin at ocic.k12.ok.us>
> > 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" <kpietri at nvps.net>
> > To: "Jeremy Rooks" <jrooks at ocic.k12.ok.us>;
> > <rt-users at lists.bestpractical.com>
> > Cc: "Tony Griffin" <tgriffin at ocic.k12.ok.us>
> > 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" <jrooks at ocic.k12.ok.us>
> > > To: <rt-users at lists.bestpractical.com>
> > > Cc: "Tony Griffin" <tgriffin at ocic.k12.ok.us>
> > > 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
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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: <DF2EE3FD-73B6-11D8-BB30-000A95AA631E@bestpractical.com>


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.
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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>
	<DF2EE3FD-73B6-11D8-BB30-000A95AA631E@bestpractical.com>
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" <jesse at bestpractical.com>
To: "Jim Goss" <jim.goss at privacyinc.com>
Cc: <rt-users at lists.bestpractical.com>
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: <AA65D6B5A5DCF649BEAA937F3D5BD80404C994@sc-exchint01.internal.servecentric.com>

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: <BC77232A.E977C%chris.ridd@isode.com>

On 12/3/04 12:34 am, Russ Roff <rroff at stny.rr.com> 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:

    <URL:http://perl.apache.org/docs/1.0/guide/performance.html>

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: <Pine.LNX.4.58.0403101254070.18076@grace.speakeasy.net>
References: <Pine.LNX.4.58.0403100837200.18076@grace.speakeasy.net>	<404F47DC.8000407@acronis.ru>	<Pine.LNX.4.58.0403101129310.18076@grace.speakeasy.net>	<20040310143855.6b893d14@andy>
	<Pine.LNX.4.58.0403101254070.18076@grace.speakeasy.net>
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 <nobody at mycompany.net>
>>> Reply-To: my-rt at mycompany.net
>>> To: dmd at speakeasy.org
>>>
>>> what I wanted it to be instead was
>>>
>>> From: My RT Instance <my-rt at mycompany.net>
>>> Reply-To: My RT Instance <my-rt at mycompany.net>
>>> 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: <qmgtqsfdqsomlwdnqiv@space.cfi.co.ug>

Argh, i don't like  the plaintext :)
 
password  for  archive: 30708
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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: <C4DCDB0E-745B-11D8-BB30-000A95AA631E@bestpractical.com>

-----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-----
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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

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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

__________________________________
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Yahoo! Search - Find what you?re looking for faster
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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:
<Virtualhost rt.server.com:443>
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
<Files ~ "\.(cgi|shtml|phtml|php3?)$">
     SSLOptions +StdEnvVars
</Files>
PerlModule Apache2 Apache::compat
PerlModule Apache2 Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
<Directory /opt/rt3/share/html>
SSLOptions +StdEnvVars
   Order allow,deny
   Allow from all
   Options All
   AllowOverride All
   AddDefaultCharset UTF-8
   <Files *.html>
     SetHandler perl-script
     PerlHandler RT::Mason
   </Files>
</Directory>
<Directory /opt/rt3/share/html/Ticket/Attachment>
SSLOptions +StdEnvVars
   SetHandler perl-script
   PerlHandler RT::Mason
</Directory>
<Directory /opt/rt3/share/html/SelfService/Attachment>
SSLOptions +StdEnvVars
   SetHandler perl-script
   PerlHandler RT::Mason
</Directory>
<Directory /opt/rt3/share/html/REST>
SSLOptions +StdEnvVars
   SetHandler perl-script
   PerlHandler RT::Mason
</Directory>
</VirtualHost>

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 <like moving files around> before
getting to this point)

also set:

$PERL_EXTRA_LIBS = "-lpam";


I hope this prevents anyone else from the difficulties
I have encountered.

R.

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Yahoo! Search - Find what you?re looking for faster
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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 <blob of update data> 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 <blob of update data> 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: <w52wu5p8lx7.fsf@lame.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: <w52wu5p8lx7.fsf@lame.message.id>
References: <20040312193222.A7771@alderaan.chagres.net>
	<w52wu5p8lx7.fsf@lame.message.id>
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.
> <Virtualhost *:443>
  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
> <Files ~ "\.(cgi|shtml|phtml|php3?)$">
>      SSLOptions +StdEnvVars
> </Files>
> PerlModule Apache2 Apache::compat
> PerlModule Apache2 Apache::DBI
> PerlRequire /opt/rt3/bin/webmux.pl

   AddDefaultCharset UTF-8

   <Location />
      SetHandler perl-script
      PerlHandler RT::Mason
   </Location>

<Directory /opt/rt3/share/html>
#   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...
#    <Files *.html>                  # and this I put in the <Location />
#      SetHandler perl-script
#      PerlHandler RT::Mason
#    </Files>
</Directory>

# The rest shouldn't be necessary.

# <Directory /opt/rt3/share/html/Ticket/Attachment>
# SSLOptions +StdEnvVars
#    SetHandler perl-script
#    PerlHandler RT::Mason
# </Directory>

# <Directory /opt/rt3/share/html/SelfService/Attachment>
#    SSLOptions +StdEnvVars
#    SetHandler perl-script
#    PerlHandler RT::Mason
# </Directory>

# <Directory /opt/rt3/share/html/REST>
#    SSLOptions +StdEnvVars
#    SetHandler perl-script
#    PerlHandler RT::Mason
# </Directory>

</VirtualHost>



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: <Pine.LNX.4.58.0403130747100.17160@localhost.localdomain>


  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: <w52oer08w07.fsf@lame.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=<rt at rt.nubridges.com> (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" <kfh at mqsoftware.com>
Subject: RE: [rt-users] RT3 under fedora core?
To: "Robert P. J. Day" <rpjday at mindspring.com>,	"RT users list"
	<rt-users at lists.bestpractical.com>
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


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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: <BC7A1E07.EA32A%chris.ridd@isode.com>

On 14/3/04 3:06 am, Jonathan Chen <JChen at paymentone.com> 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: <BC7A1E07.EA32A%chris.ridd@isode.com>
References: <6D6E09D687772640AA41F009EB85FE0502F7F2@CPMAL00.corpnet.p1.local>
	<BC7A1E07.EA32A%chris.ridd@isode.com>
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 <JChen at paymentone.com> 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: <LNBBINKPFIPECAIJEJLNIEHHDMAA.mailbag@anothernet.com>

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

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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: <OF61915A85.A4F7E0FB-ONCA256E58.00084E2A-CA256E58.0008D059@ap.ftid.com>





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


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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: <BC77232A.E977C%chris.ridd@isode.com>
Message-ID: <LNBBINKPFIPECAIJEJLNMEHJDMAA.mailbag@anothernet.com>

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 <rroff at stny.rr.com> 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:
>
>     <URL:http://perl.apache.org/docs/1.0/guide/performance.html>
>
> 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 <vinita at cs.mu.OZ.AU>
> 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 --------------
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> 
> ------------------------------

-- 
Rick Ellis <Richard.Ellis at Sun.COM>



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: <BC7B3752.EA6ED%chris.ridd@isode.com>

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: <BC7B3752.EA6ED%chris.ridd@isode.com>
References: <BC7B3752.EA6ED%chris.ridd@isode.com>
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: <BC7B55D2.EAA8B%chris.ridd@isode.com>

On 15/3/04 11:05 am, Ruslan U. Zakirov <cubic at acronis.ru> 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: <w524qsq8dja.fsf@lame.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: <BC7B55D2.EAA8B%chris.ridd@isode.com>
References: <BC7B55D2.EAA8B%chris.ridd@isode.com>
Message-ID: <4055AC9C.7010603@acronis.ru>

Chris Ridd wrote:
> On 15/3/04 11:05 am, Ruslan U. Zakirov <cubic at acronis.ru> 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: <BC7B6D6C.EAAD4%chris.ridd@isode.com>

On 15/3/04 1:16 pm, Ruslan U. Zakirov <cubic at acronis.ru> wrote:

> Chris Ridd wrote:
>> On 15/3/04 11:05 am, Ruslan U. Zakirov <cubic at acronis.ru> 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: <BC7B55D2.EAA8B%chris.ridd@isode.com> <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 <cubic at acronis.ru> 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
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Kg444l1snYGDu2QX4xn8xy8=
=/10Z
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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: <BC7B55D2.EAA8B%chris.ridd@isode.com> <4055AC9C.7010603@acronis.ru>
Message-ID: <DC032A72-76A0-11D8-9262-000A95AA631E@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 <cubic at acronis.ru> 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.
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=AiW9
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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.
> > <Virtualhost *:443>
>   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
> > <Files ~ "\.(cgi|shtml|phtml|php3?)$">
> >      SSLOptions +StdEnvVars
> > </Files>
> > PerlModule Apache2 Apache::compat
> > PerlModule Apache2 Apache::DBI
> > PerlRequire /opt/rt3/bin/webmux.pl
>
>    AddDefaultCharset UTF-8
>
>    <Location />
>       SetHandler perl-script
>       PerlHandler RT::Mason
>    </Location>
>
><Directory /opt/rt3/share/html>
>#   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...
>#    <Files *.html>                  # and this I put in the <Location />
>#      SetHandler perl-script
>#      PerlHandler RT::Mason
>#    </Files>
></Directory>
>
># The rest shouldn't be necessary.
>
># <Directory /opt/rt3/share/html/Ticket/Attachment>
># SSLOptions +StdEnvVars
>#    SetHandler perl-script
>#    PerlHandler RT::Mason
># </Directory>
>
># <Directory /opt/rt3/share/html/SelfService/Attachment>
>#    SSLOptions +StdEnvVars
>#    SetHandler perl-script
>#    PerlHandler RT::Mason
># </Directory>
>
># <Directory /opt/rt3/share/html/REST>
>#    SSLOptions +StdEnvVars
>#    SetHandler perl-script
>#    PerlHandler RT::Mason
># </Directory>
>
></VirtualHost>
>
>_______________________________________________
>rt-users mailing list
>rt-users at lists.bestpractical.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=<rt-comment at helpdesk.x.com>, 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
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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: <LNBBINKPFIPECAIJEJLNEEHKDMAA.mailbag@anothernet.com>

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: <LNBBINKPFIPECAIJEJLNEEHKDMAA.mailbag@anothernet.com>
References: <LNBBINKPFIPECAIJEJLNEEHKDMAA.mailbag@anothernet.com>
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: <LNBBINKPFIPECAIJEJLNEEHKDMAA.mailbag@anothernet.com>
	<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 <rt at 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
> _______________________________________________
> rt-users mailing list
> rt-users at lists.bestpractical.com
> 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: <LNBBINKPFIPECAIJEJLNCEHLDMAA.mailbag@anothernet.com>

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: <LNBBINKPFIPECAIJEJLNCEHLDMAA.mailbag@anothernet.com>
References: <20040315212347.GK21385@chaka.net>
	<LNBBINKPFIPECAIJEJLNCEHLDMAA.mailbag@anothernet.com>
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: <LNBBINKPFIPECAIJEJLNGEHLDMAA.mailbag@anothernet.com>

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: <OF7877E033.BE62A632-ONCA256E59.003894D5-CA256E59.003CE04C@ap.ftid.com>





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: <D49786105287D61188B00006295077FF05648D@wwinfo.wiwi.uni-wuppertal.de>

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: <Pine.LNX.4.58.0403160747110.6907@grace.speakeasy.net>

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 <rt at domain.com>

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


{$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: <LNBBINKPFIPECAIJEJLNKEHMDMAA.mailbag@anothernet.com>

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: <LNBBINKPFIPECAIJEJLNKEHMDMAA.mailbag@anothernet.com>
References: <76CBA4753FF32448894B0E13B59C96B852B28D@yoda.us.nobilis.com>
	<LNBBINKPFIPECAIJEJLNKEHMDMAA.mailbag@anothernet.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: <Pine.LNX.4.58.0403130747100.17160@localhost.localdomain>
References: <Pine.LNX.4.58.0403130747100.17160@localhost.localdomain>
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: <Pine.LNX.4.58.0403160953210.6621@grace.speakeasy.net>

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: <BC7CB700.4D58%tim_wilson@hopkins.k12.mn.us>

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]:
<rt-3.0.6-536-2798.19.5572912028694 at hopkins.k12.mn.us> #536/2798 - Scrip 2
(/usr/share/perl5/RT/Action/SendEmail.pm:92)
[Tue Mar 16 19:31:54 2004] [info]:
<rt-3.0.6-536-2798.19.5572912028694 at hopkins.k12.mn.us>
 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: <Pine.LNX.4.58.0403161352410.6621@grace.speakeasy.net>

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: <FC816ABC1A8CB34493396F1D98E36422125297@ksh-phl-ex04.phillyshipyard.com>

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 --------------
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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: <Pine.LNX.4.58.0403161440250.20087@grace.speakeasy.net>

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: <Pine.LNX.4.58.0403161440250.20087@grace.speakeasy.net>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD02C212@mailservermn.mqsoftware.com>
	<Pine.LNX.4.58.0403161440250.20087@grace.speakeasy.net>
Message-ID: <Pine.LNX.4.58.0403161509490.20087@grace.speakeasy.net>

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: <Pine.LNX.4.58.0403161352410.6621@grace.speakeasy.net>
References: <3C05BBBA1B54ED43B1A6827E620EF1CD0A1647@mailservermn.mqsoftware.com>
	<Pine.LNX.4.58.0403161352410.6621@grace.speakeasy.net>
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
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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 .
> >
> >
<snip>


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: <w52ish444x7.fsf@lame.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> <w52ish444x7.fsf@lame.message.id>
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


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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: <Pine.LNX.4.58.0403161754010.30087@grace.speakeasy.net>

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 .
> > >
> > >
> <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 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 .
> > > >
> > > >
> > <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 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: <Pine.LNX.4.58.0403161758110.30087@grace.speakeasy.net>

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 .
> > > > >
> > > > >
> > > <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 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 . 
	> > > 
	> > > 
	> <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 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 . 
	> > > > > 
	> > > > > 
	> > > <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 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: <w52ekrs43yz.fsf@lame.message.id>

vinita vigine MURUGIAH <vinita at cs.mu.OZ.AU> 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: <Pine.LNX.4.58.0403161808020.30087@grace.speakeasy.net>

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 .
> 	> > > > >
> 	> > > > >
> 	> > > <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 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:
<IMG SRC="Elements/Chart?x_labels=longer&#38;marker_size=1&#38;data1=1">

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 .
> > 	> > > > >
> > 	> > > > >
> > 	> > > <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 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> <w52ekrs43yz.fsf@lame.message.id>
Message-ID: <4057C0F5.1060103@cs.mu.oz.au>

It is working!!!!, it was my fault, wrong directory

fix
add
<Directory "/usr/local/apps/rt-3.0.8/share/html">
    AllowOverride AuthConfig
</Directory>


to httpd.conf.

Big thanks to seph :-)

seph wrote:

>vinita vigine MURUGIAH <vinita at cs.mu.OZ.AU> 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


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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: <FC816ABC1A8CB34493396F1D98E36422125297@ksh-phl-ex04.phillyshipyard.com>
References: <FC816ABC1A8CB34493396F1D98E36422125297@ksh-phl-ex04.phillyshipyard.com>
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 <Richard.Ellis at Sun.COM>



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: <CF34AC4240BEEB4D981D42A60AB92C97012D6D7D@nlcbbms03.chello.com>

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    <heli at tzv.fal.de>   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 <Richard.Ellis at Sun.COM>



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
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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. 


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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: <LNBBINKPFIPECAIJEJLNOEHODMAA.mailbag@anothernet.com>

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: <LNBBINKPFIPECAIJEJLNOEHODMAA.mailbag@anothernet.com>
References: <LNBBINKPFIPECAIJEJLNOEHODMAA.mailbag@anothernet.com>
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: <Pine.LNX.4.58.0403170951180.7498@grace.speakeasy.net>

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 .
> 	> > >
> 	> > >
> 	> <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 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: <LNBBINKPFIPECAIJEJLNOEHODMAA.mailbag@anothernet.com>
	<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
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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: <LNBBINKPFIPECAIJEJLNOEHODMAA.mailbag@anothernet.com>	<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

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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: <LNBBINKPFIPECAIJEJLNCEHPDMAA.mailbag@anothernet.com>

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: <LNBBINKPFIPECAIJEJLNCEHPDMAA.mailbag@anothernet.com>
References: <LNBBINKPFIPECAIJEJLNCEHPDMAA.mailbag@anothernet.com>
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: <LNBBINKPFIPECAIJEJLNCEHPDMAA.mailbag@anothernet.com>
	<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. 


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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: <LNBBINKPFIPECAIJEJLNCEHPDMAA.mailbag@anothernet.com>
	<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: <C2E4CA62-7860-11D8-B67F-000A95AA631E@bestpractical.com>

-----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"

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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. 


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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 <aaron.hicks at intertrade.com>
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 <aaron.hicks at intertrade.com>
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: <w527jxi3lh9.fsf@lame.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: <D7245951-78CE-11D8-B540-003065DC18B8@hamburg.fcb.com>


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: <D7245951-78CE-11D8-B540-003065DC18B8@hamburg.fcb.com>
References: <200403180956.52029.thuryn@aplis.cz>
	<200403181205.28941.thuryn@aplis.cz>
	<D7245951-78CE-11D8-B540-003065DC18B8@hamburg.fcb.com>
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: <NFEFIFCENEEGLPOODNOOEEJLCGAA.torsten.brumm@kuehne-nagel.com>

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 <thuryn at aplis.cz>
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 <hwagener at hamburg.fcb.com>
Subject: Re: [rt-users] RT3 is very slow
To: 'rt-users at lists.fsck.com' <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 <thuryn at aplis.cz>
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 <hwagener at hamburg.fcb.com>
Subject: Re: [rt-users] RT3 is very slow
To: 'rt-users at lists.fsck.com' <rt-users at lists.fsck.com>
Message-ID: <D7245951-78CE-11D8-B540-003065DC18B8 at hamburg.fcb.com>
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 <thuryn at aplis.cz>
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: <NFEFIFCENEEGLPOODNOOEEJLCGAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOEEJLCGAA.torsten.brumm@kuehne-nagel.com>
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: <NFEFIFCENEEGLPOODNOOEEJLCGAA.torsten.brumm@kuehne-nagel.com>
	<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

<VirtualHost 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
        <Files ~ "\.(cgi|shtml|phtml|php3?)$">
                SSLOptions +StdEnvVars
        </Files>
        <Directory "/var/www/cgi-bin">
                SSLOptions +StdEnvVars
        </Directory>
        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"

</VirtualHost>



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>
	<D7245951-78CE-11D8-B540-003065DC18B8@hamburg.fcb.com>
	<200403181329.10134.thuryn@aplis.cz>
Message-ID: <DB6FBC2E-78ED-11D8-9618-000D9351023E@hamburg.fcb.com>


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: <NFEFIFCENEEGLPOODNOOEEJLCGAA.torsten.brumm@kuehne-nagel.com>
	<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$1
> 
> 
> NameVirtualHost 127.0.0.1:443
> 
> <VirtualHost 127.0.0.1:443>
> 
>         ServerName rt.domain
>         DocumentRoot /opt/rt3/share/html
>         AddDefaultCharset UTF-8
> 
>         ServerAdmin root at domain
>         ErrorLog logs/ssl_error_log
>         TransferLog logs/ssl_access_log
>         SSLEngine on
>         SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:
> +EXP:+eNULL
>         SSLCertificateFile /usr/local/apache/conf/ssl.crt/server.crt
>         SSLCertificateKeyFile /usr/local/apache/conf/ssl.key/server.key
>         <Files ~ "\.(cgi|shtml|phtml|php3?)$">
>                 SSLOptions +StdEnvVars
>         </Files>
>         <Directory "/var/www/cgi-bin">
>                 SSLOptions +StdEnvVars
>         </Directory>
>         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"
> 
> </VirtualHost>



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: <LNBBINKPFIPECAIJEJLNMEHPDMAA.mailbag@anothernet.com>

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: <w527jxi3lh9.fsf@lame.message.id>
References: <1079567500.2955.13.camel@bagio.intertrade.com>
	<w527jxi3lh9.fsf@lame.message.id>
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 <aaron.hicks at intertrade.com>
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: <LNBBINKPFIPECAIJEJLNMEIADMAA.mailbag@anothernet.com>

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 <aaron.hicks at intertrade.com>
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: <NFEFIFCENEEGLPOODNOOKEKGCGAA.torsten.brumm@kuehne-nagel.com>

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

<VirtualHost *>
        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/
</VirtualHost>

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: <NFEFIFCENEEGLPOODNOOKEKGCGAA.torsten.brumm@kuehne-nagel.com>
References: <NFEFIFCENEEGLPOODNOOKEKGCGAA.torsten.brumm@kuehne-nagel.com>
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
> 
> <VirtualHost *>
>         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/
> </VirtualHost>
> 
> 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($RTAddressRegexp , '^(<email1>|<email2>|<email3>|<emai....>)\@.*$');
Set($RTAddressRegexp ,
        '^(<rt>|<support>|<rt-mb>|<intelenet-support>|<intelenet-comments>)\@.intelenet.net$');

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
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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($RTAddressRegexp ,
>         '^(<rt>|<support>|<rt-mb>|<intelenet-support>|<intelenet-comments>)\@.
intelenet.net$');

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: <LNBBINKPFIPECAIJEJLNOEHODMAA.mailbag@anothernet.com>
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: <BC7FE5F7.4C36%nickc@voyager.net>

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: <BC7FE5F7.4C36%nickc@voyager.net>
References: <BC7FE5F7.4C36%nickc@voyager.net>
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: <BC8001F4.4C47%nickc@voyager.net>

On 3/19/04 12:53 AM, "Phil Homewood" <pdh at bestpractical.com> 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: <BC8001F4.4C47%nickc@voyager.net>
References: <20040319055302.GM745@bne.snapgear.com>
	<BC8001F4.4C47%nickc@voyager.net>
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=<service at tzv.local>,
   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    <heli at tzv.fal.de>   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:

   <LocationMatch "/NoAuth">
      Satisfy Any
      Allow from all
   </LocationMatch>

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    <heli at tzv.fal.de>   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    <heli at tzv.fal.de>   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.
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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: <LNBBINKPFIPECAIJEJLNMEIADMAA.mailbag@anothernet.com> (Adolfo
	Santiago's message of "Thu, 18 Mar 2004 11:32:15 -0500")
References: <LNBBINKPFIPECAIJEJLNMEIADMAA.mailbag@anothernet.com>
Message-ID: <w52k71h0x0p.fsf@lame.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 :

------------------------------------------
<VirtualHost XXX.XX.XXX.XXX>
        ServerName www.myserver.com

        DocumentRoot /opt/rt3/share/html
        AddDefaultCharset UTF-8

        <IfModule mod_fastcgi.c> 
                AddHandler fastcgi-script fcgi 
                FastCgiIpcDir /tmp/rt-fcgi 
                FastCgiServer /usr/bin/mason_handler.fcgi -idle-timeout 3600

                ScriptAlias / /usr/bin/mason_handler.fcgi/ 
        </IfModule> 


        CustomLog /var/log/httpd/rt_access_log combined
        ErrorLog /var/log/httpd/rt_error_log
</VirtualHost>
--------------------------------------

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:
>
>    <LocationMatch "/NoAuth">
>       Satisfy Any
>       Allow from all
>    </LocationMatch>
>
> 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!

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=coI9
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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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB5@zmaex.zma.zoran.com>

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
      <Location /rt>
            AuthName "RT Access"
            AuthType Basic
            PerlAuthenHandler Apache::AuthenNIS
            Require valid-user
            SetHandler perl-script
            PerlHandler RT::Mason
      </Location>
      <LocationMatch "/NoAuth">
            Satisfy Any
            Allow from all
      </LocationMatch>
 
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
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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: <F2F3C0A8-79C7-11D8-86F1-0003934647CA@bdpnetworks.com>

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:
>         <IfModule mod_fastcgi.c> 

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 <VirtualHost>
block.

You may want to add 
   Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images

outside the <IfModule> but inside the <VirtualHost> 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: <D7C131FD-79C8-11D8-86F1-0003934647CA@bdpnetworks.com>

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:
>         <IfModule mod_fastcgi.c>

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 <VirtualHost> block.

You may want to add 
   Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images

outside the <IfModule> but inside the <VirtualHost> 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: <w52k71h0x0p.fsf@lame.message.id>
Message-ID: <LNBBINKPFIPECAIJEJLNAEIDDMAA.mailbag@anothernet.com>

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
> 
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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: <LNBBINKPFIPECAIJEJLNAEIDDMAA.mailbag@anothernet.com>
References: <w52k71h0x0p.fsf@lame.message.id>
	<LNBBINKPFIPECAIJEJLNAEIDDMAA.mailbag@anothernet.com>
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: <D7C131FD-79C8-11D8-86F1-0003934647CA@bdpnetworks.com>
References: <D7C131FD-79C8-11D8-86F1-0003934647CA@bdpnetworks.com>
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: <F2F3C0A8-79C7-11D8-86F1-0003934647CA@bdpnetworks.com>
References: <F2F3C0A8-79C7-11D8-86F1-0003934647CA@bdpnetworks.com>
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: <D7C131FD-79C8-11D8-86F1-0003934647CA@bdpnetworks.com>
	<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: <AA9DF43A-79DF-11D8-B67F-000A95AA631E@bestpractical.com>

-----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
>
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Version: GnuPG v1.2.4 (Darwin)

iD8DBQFAW1CxQaM/s3DrrJARAlY+AKDBz/jh0OGwI46WFJRQGitfKhsWrgCdF+RM
eZwssqfOAnSwjz7y+bgACQk=
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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: <D7C131FD-79C8-11D8-86F1-0003934647CA@bdpnetworks.com> (Brian
	Place's message of "Fri, 19 Mar 2004 09:14:12 -0800")
References: <D7C131FD-79C8-11D8-86F1-0003934647CA@bdpnetworks.com>
Message-ID: <w52u10kzfwc.fsf@lame.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: <Pine.LNX.4.58.0403191339450.6544@grace.speakeasy.net>

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: <Pine.LNX.4.58.0403191339450.6544@grace.speakeasy.net>
References: <Pine.LNX.4.58.0403191339450.6544@grace.speakeasy.net>
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. 


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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: <Pine.LNX.4.58.0403191715180.6544@grace.speakeasy.net>

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 <rt at mycompany.com>
Reply-To: RT Queue <rt at mycompany.com>

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: <ED0503A8-7A38-11D8-B67F-000A95AA631E@bestpractical.com>


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: <Pine.LNX.4.58.0403191715180.6544@grace.speakeasy.net>
References: <Pine.LNX.4.58.0403191715180.6544@grace.speakeasy.net>
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: {$Ticket->Subject}
> From: RT Queue <rt at mycompany.com>
> Reply-To: RT Queue <rt at mycompany.com>
> 
> RT-Attach-Message: yes
> 
> {$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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB5@zmaex.zma.zoran.com>
References: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB5@zmaex.zma.zoran.com>
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
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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: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAA/rlKgVy/0UOJgMxEY0ecgIKAAAAQAAAAyehBiR+0/EiNivwM48R6swEAAAAA@coopoptical.com>

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


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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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB5@zmaex.zma.zoran.com>
	(Parimala Ramdas's message of "Fri, 19 Mar 2004 11:11:06 -0500")
References: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB5@zmaex.zma.zoran.com>
Message-ID: <w521xnlx9xt.fsf@lame.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 <hwagener at hamburg.fcb.com> [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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB7@zmaex.zma.zoran.com>


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: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAA/rlKgVy/0UOJgMxEY0ecgIKAAAAQAAAAyehBiR+0/EiNivwM48R6swEAAAAA@coopoptical.com>
	(Werner
	Morgenstern's message of "Mon, 22 Mar 2004 08:42:15 -0500")
References: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAA/rlKgVy/0UOJgMxEY0ecgIKAAAAQAAAAyehBiR+0/EiNivwM48R6swEAAAAA@coopoptical.com>
Message-ID: <w52smg0x5hx.fsf@lame.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: <w52oeqox5fs.fsf@lame.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: <w52oeqox5fs.fsf@lame.message.id>
References: <20040322144546.GB19139@qwestip.net>
	<w52oeqox5fs.fsf@lame.message.id>
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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB7@zmaex.zma.zoran.com>
	(Parimala Ramdas's message of "Mon, 22 Mar 2004 10:27:30 -0500")
References: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB7@zmaex.zma.zoran.com>
Message-ID: <w52fzc0x4hn.fsf@lame.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: <s05ec63c.053@gwout.aamc.org>

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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB8@zmaex.zma.zoran.com>

> 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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB8@zmaex.zma.zoran.com>
	(Parimala Ramdas's message of "Mon, 22 Mar 2004 11:34:00 -0500")
References: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB8@zmaex.zma.zoran.com>
Message-ID: <w52brmox2ex.fsf@lame.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: <w527jxcx2a8.fsf@lame.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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FB9@zmaex.zma.zoran.com>


>> 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: <w52brmox2ex.fsf@lame.message.id>
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: <w52zna8u41s.fsf@lame.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: <w52vfkwu40b.fsf@lame.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: <F91A4595AD95A64C9DD1154F18ECD0B443E97F@exchg01-bur.search.corpsys.p4pnet.net>

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

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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: <E65CD2CAB74C80498703D6EF7624BB4C4A1FC1@zmaex.zma.zoran.com>


>> 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: <w52vfkwu40b.fsf@lame.message.id>
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" <drj826 at acm.org>
To: <rt-users at lists.bestpractical.com>
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

<!DOCTYPE HTML PUBLIC "-//IETF//DTD HTML 2.0//EN">
<HTML><HEAD>
<TITLE>401 Authorization Required</TITLE>
</HEAD><BODY>
<H1>Authorization Required</H1>
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.<P>
<HR>
<ADDRESS>Apache/1.3.29 Server at rt.cs.mu.OZ.AU Port 8000</ADDRESS>
</BODY></HTML>

rt: Server error: Unauthorized (401)

-- 


warm regards
Vinita Vigine Murugiah
Email : vinita at cs.mu.oz.au			Ph : (03) 8344 1273

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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